RE: Verizon mail troubles
There's no question that there's a certain amount of social engineering involved in contacting (or being allowed to contact) competent folk. It's advisable to be sure that any staff who will be contacting them are fully versed in any services they will be discussing. The clueful staff at VZ are much more receptive and accessible when they know in advance that they can expect to pick up a
Personal Favorite: We put a move order in with VZ for June 12, then rescheduled to July 12 (we were moving across the st.) of this year. On May 12 we come in and discover that half our lines don't work. After 4 hours on the phone, it turns out they took exactly half our lines (interestingly enough 1,3,5,7,etc.) and moved them across the street, and wired them into the phone block for what was to be our neighbouring office. People calling us got a furniture consulting firm half the time. It took me 5 days to get all our lines back where they belonged, as when they moved them back they decided to leave a couple there and then not acknowledge the problem, only to move again finally in July and have them forget to move a couple lines over. -----Original Message----- From: owner-nanog@merit.edu [mailto:owner-nanog@merit.edu] On Behalf Of Gerald Sent: Thursday, January 29, 2004 3:03 PM To: Brian Wallingford Cc: Andy Dills; Bob Snyder; nanog@merit.edu Subject: Re: Verizon mail troubles On Wed, 28 Jan 2004, Brian Wallingford wrote: likewise-clued individual. My favorite (extreme sarcasm) lines I received from Verizon: - (At 25 Bway with a T3 from the carrier room.) "The T3 outage you are experiencing is not our problem." Turned out someone messed up a cable in to their router in the carrier room. A tech that they dispatched to 25 Bway got access to the carrier room and recrimped the cables in to THEIR equipment, not ours. Anyone who knows 25Bway knows you can't enter the carrier room without a purpose. I can't go there and say let me work on VZ equipment in the Carrier room. - "I don't see the circuit ID for the T3 you just gave me in here do you have another CID for it?" - Random person in back office I had been transferred to, "(definitively) It's not a problem on our system...What was that CID again? Let me trace each leg of the Circuit. (pause) Oh wait, there is a problem in the Central Office that that would affect that line" Me, "How do I keep up with the progress of this ticket? Is there a ticket number on that problem?" Him, "It's an internal ticket number. I can't give it out." - "If you are having intermittent problems, we can't do anything about it. We can test the line and if the T1 shows clean we will close the ticket." - Me, "The T1 CID $CID is down." Them, "What would you like us to do?" - (From a T1 plagued with issues after 9/11. Paraphrased:) "Due to the wiring in your building it would probably be best if we just ran a new T1 out to you. You will need to sign a new 60 month contract and we will work out the details of closing the old T1 once the new one is setup." (This was a sales rep.) - "Hi, I'm Chris L. I'm your new account manager. I will be your contact with any problems you have." (Chris no longer answers his phone. Neither does anyone else from the "Enterprise Services" dept here in NYC. None of the phone numbers Chris sent to me respond either.) - The Trouble ticket line has given up any semblance of desire to help Most companies answer "$Company_Name, This is $Name speaking, how may I help you?" The TT line, "Verizon?!" - T1 group, "I can loop the smart jack." Me on site, "The smart jack has no lights." Them, "Oh, wait I was looping the wrong smart jack, what was that CID again?" - My favorite recording from the trouble ticket line: "We are experiencing an unusually high call volume, please try your call again later <CLICK>" - One T1 outage last year: T1 tech says need to dispatch to site, Site tech says no issue at smart jack need to get basement people in here (don't remember the name right off), basement people say we can't hear anything from C.O., C.O. tech says we can't hear anything from the building. This outage took 5 days to recover from to get techs on site and dispatched after each person pointed the finger at another person. I could go on, but it is just depressing. I still have no one to complain to if I can't get a hold of my sales rep or the T1 TT line screws up royally.
Once upon a time, Alon Tirosh <atirosh@interactiveedge.com> said:
We put a move order in with VZ for June 12, then rescheduled to July 12 (we were moving across the st.) of this year.
On the subject of moves, I will have to offer some praise for BellSouth. When we moved our NOC about half a mile down the street last year, they brought someone in to manage their part, did a full circuit inventory (against 3 databases and the table of index cards at the CO), and then the night of the move there were several people at the CO and two techs on site. The BellSouth move manager, our BellSouth technical support contact, and our BellSouth sales rep were with us throughout the night (our sales rep helped load racks onto and off the truck even and the techs helped out moving stuff around as well). We only had one problem: one T3 had the TX and RX backwards (and that was because they had had to move something after testing it and missed re-testing it). -- Chris Adams <cmadams@hiwaay.net> Systems and Network Administrator - HiWAAY Internet Services I don't speak for anybody but myself - that's enough trouble.
Speaking on Deep Background, the Press Secretary whispered:
Personal Favorite:
We put a move order in with VZ for June 12, then rescheduled to July 12 (we were moving across the st.) of this year. On May 12 we come in and discover that half our lines don't work. After 4 hours on the phone, it turns out they took exactly half our lines (interestingly enough 1,3,5,7,etc.) and moved them across the street, and wired them into the phone block for what was to be our neighbouring office. People calling us got a furniture consulting firm half the time. It took me 5 days to get all our lines back where they belonged, as when they moved them back they decided to leave a couple there and then not acknowledge the problem, only to move again finally in July and have them forget to move a couple lines over.
Reminder: All the above and most of the previous horror stories are TARIFFED services. You can and should write them up and submit them to your state PSC, with a cc: to the FCC. I don't claim that this magically solves things, but in all things political, a *paper* record never ever hurts. Some PSC's are far better than others about reviewing same & acting. And while the current FCC is unlikely to do much, come next election there may be a different team on top....but your complaint is still on file. -- A host is a host from coast to coast.................wb8foz@nrk.com & no one will talk to a host that's close........[v].(301) 56-LINUX Unless the host (that isn't close).........................pob 1433 is busy, hung or dead....................................20915-1433
participants (3)
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Alon Tirosh -
Chris Adams -
David Lesher