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ptbarnett
@dialsprint.net
| They finally admitted the problem The provider of their loop to Verizon apparently got cut off. Waymark is now awaiting installation of a new loop. As of Saturday, 9/29/02, the ETC was 5-7 business days.
This is the latest in a series of outages. I had intermittent outages over a 3-4 week period earlier this year, which were blamed (by Waymark) on Verizon. After running Verizon in circles trying to fix the problem, it turned out the problem was with Waymark's equipment. I find it hard to believe they didn't know something was starting to fail, even if they couldn't identify it yet.
This is the last straw for me. I've initiated service with another ISP and CLEC (although it probably won't be operational before Waymark gets their act back together). However, I still have 6 months left on an annual pre-paid contract, and I doubt I'll get it back. | |
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HateWaymark
@170.148.x.x
| Re: They finally admitted the problem I have 9 months left on my annual agreement. I also have inquired about moving to another provider but was told that my DSL line was "owned" by another provider (Waymark) who wouldn't release it until after my agreement was up.
I also agree that we won't see any refund for the remaining time in the agreements, let alone see any adjustment for the 2 week period, if it's that short, that Waymark will be out.
I say 2 weeks since it took nearly 4 days for them to "discover" that their local loop had been disconnected and that the 5 - 7 days mentioned are business days so it is really 7 - 10 calendar days.
I've seen telcos set up a temporary microwave link for temporarily restoring service on outages of only 24 hours. It's my guess that they are leasing dark fiber and lighting it up themselves. The service levels for this type of service are about what we are seeing with this outage.
Anyone think that we've got a good class action against them with this outage and their response to it? | |
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Ditto
@usoncology.com
| Re: They finally admitted the problem I guess I'm lucky; I'm up for renewal Nov 1, so I gave my notice today, which should be enough time by their 30 day notification rule. I'm a residential user, but I had the silver plan (384/384) with two IP addresses which by their current scheme would put me in the business section.
The history of the situation, as observed by me, was the following:
Thursday September 26, ~10:30 A.M.: outage noted, and I called. At the time, I inquired about refund/credit for lost time. A supervisor was consulted, and I was told that we would have to be down 7 days before any restitution was made. I suspect they will back-peddle from this now, but that's what I was told then.
Repeated calls throughout the day and the next (Friday 9/27/2) had them blaming Verizon. They finally figured out/released the information that it was actually their DS3 connecting Waymark to the Verizon DSL customers, which is provided by WorldCom. Late Friday, a message on "network status" via their tech support said they would be back up Saturday (9/28/2002).
Saturday afternoon (9/28/2002) they announced on their web site the "5-7 business days" news. Oddly enough, they stopped taking calls at this time via their Dallas number, though one could get through to a person via one of their other numbers. The explanation, as it says on their web site, is that due to WorldCom's restructuring, they are unable to fix the broken circuit, but they can sell a new one.
So the situation is this: WorldCom is unable to maintain their lines due to legal/"administrative" reasons, but they can still sell new ones. It begs the question of what is their incentive to keep the lines up? If the exact same thing happens again, then we'd be looking at another week-plus outage at the minimum.
My plans are to switch over completely to Verizon. The line I have no choice over, but the ISP I do. Waymark's first explanation for ANY problem, and their solution, was for the customer to call Verizon anyway, so I'm not losing any convenience. Verizon's terms are spelled out, and better anyway: for every consecutive 24 hour outage, 1/30 of the cost is refunded. Still not great, but far better than Waymark's.
I originally went with DirectLink (bought out by Waymark ~1 year ago) two years ago to avoid having to deal with the telecom (then still GTE). That was their selling point at the time, but for every single problem I have had that involved Verizon in any way, it's been me who's had to deal with Verizon. | |
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