Whenever I call my local ISP with an issue I just make tier1 and tier2 dizzy so they escalate.
On Wed, Jan 4, 2017 at 3:28 AM, Paul B. Henson <hen...@acm.org> wrote: > On Tue, Jan 03, 2017 at 06:56:13PM -0800, Paul B. Henson wrote: > > > Hopefully it won't be three days this time. > > Well, my FIOS mysteriously came back online about 9:45pm, a bit over 18 > hours after it mysteriously dropped offline. I happened to be in the > wiring closet staring angrily at the ONT about 8:30ish and noticed that > it reset itself 2 or 3 times over the course of about 10 minutes, so I > get the feeling somebody was fiddling with it remotely. I suppose I'll > never really know what was broken or how it ended up being fixed, other > than having about 100% certainty it was on the far side of the fiber. > > It's understandable that equipment breaks, and people misconfigure > things sometimes. What I find insanely frustrating is the complete > disconnect between level 1/2 support and the network engineers that > actually know what's going on. When I called this morning with a > complete outage of my business class FIOS, somebody probably knew it was > down, or at least should have been able to tell it was down. But instead > I get to waste hours of my time going through meaningless > troubleshooting steps because lower level support doesn't have that > information. And then after actually getting an escalation to someone > who confirms an outage and gives me a ticket #, later follow up once > again yields a complete lack of knowledge of what's clearly an outage, > whether of just my connection or more widespread. > > I'm about at the point where next time it goes down and it appears to be > a remote issue I'm not going to bother to call it in; I'll just cross my > fingers and hope it fixes itself within a day or so and only report it > if it doesn't. I don't think my calls today did anything but waste my > time. >
