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Jun
6
Written by:
slhilbert
6/6/2006 5:27 PM
I am writing to let you know how frustrated my experience has been with “Phone Company” over the last week.
My frustrations stem from a request I made in April, which was to have my “Phone Company” phone service disconnected and to keep my DSL. The billing/services people were very helpful and called me several times in order to setup a "DSL Dry Loop" at my house.
After quite a few phone calls it was verified that my phone and DSL service would both be disconnected May 7th 2006.
I received two phone calls after the decision to disconnect May 7th, but before May 7th from a “Phone Company” Department saying that they needed my billing information for the "DSL Dry Loop". The person left a phone number for me to call and instructed me to leave my name and number and what I was calling about and that they would return my call. I did this and never received a call back.
On May 7th my phone was disconnected but my DSL was not. My DSL continued to work up until a week ago when it stopped. I wasn't sure if my DSL stopped because I was now entering my three week period before I would get my "DSL Dry Loop" or if it just stop working because there was a problem.
I called “Phone Company” Tech Support. I walked through the DSL connection trouble shooting steps with the Tier 1 support person. She determined that she needed to send me to the next level. She put me on hold and said she was going to get me to next level support. I was disconnected at that time. But before being disconnected I had given her my cell phone number.
I figured she would call back. But she never did. The next day I got on “Phone Company” online and saw that I had a ticket open about my DSL. I figured that “Phone Company” was working on the problem at this time.
Coming from a background in Network Administration and understanding how DSL works I thought that perhaps the problem was my DSL modem. I borrowed another persons DSL modem, configured it like the one have and experienced the same connectivity issue. I even went as far as to plug my DSL modem directly into the DMARC at my house to see if there was a wiring problem in my house. Still my DSL would not work.
I decided to call back “Phone Company” Tech Support last Friday with the information that the problem was not my DSL modem. The first two times I called “Phone Company” DSL Tech Support I was disconnected. The third time, I was finally able to talk to someone without getting disconnected. I told the person my ticket number from the web and then told them that because I could here the DSL signal on an unfiltered phone, that I had hooked up another DSL modem and that, that one didn't work either. He said he would note it and that my problem should be resolved within 3 business days. Making the third full day Monday June 5th, 2006.
I waited until today, Tuesday June 6th, 2006. My DSL is still not working. I get on “Phone Company”.com and notice that my ticket is now closed.
I decide to call “Phone Company” to let them know that while my ticket is closed my DSL is still not working. I talk with a tech support guy and he states that the reason the ticket was closed was do to customer inaction. I questiong this, because I even made a point to call back and tell them the results of my further troubleshooting. He puts me on hold and comes back and says, I need to start the whole trouble shooting process with you again to get a new ticket open.
I refuse this request because I have ticket with “Phone Company” that should have all of the trouble shooting information and additional information I called about in it.
The guy puts me on hold again. He comes back and says, "the ticket was close because you don't have phone service". OF COURSE I DON'T HAVE PHONE SERVICE, that is what I wanted.
He says he can't help me and sends me to what I believe is “Phone Company” phone service billing. I get to “Phone Company” phone service billing and he says, well you don't have phone service with “Phone Company”. I say I know, that is what I want. I just want DSL.
I then get transferred to a gentlemen, at this time I am not sure what department I am talking to. He is actually really helpful. He hears my story, puts me on hold. After a while he comes back and says here is the problem. Your DSL has been disconnected billing shows that you still have DSL. We can't order the "Dry Loop" until you cancel your DSL. (Which I supposedly cancelled my DSL and Phone in April and ordered my Dry Loop).
I say fine, what do I need to do to get this done. He says, I don't want to transfer you, since I am the third person you have talked to today, let me figure it out.
I am put on hold for 15 minutes. He breaks in every now and then to let me know he is still working on it. At one time he says that he has already been transferred 5 times.
Finally, he transfers me to a billing person to cancel my DSL. I cancel my DSL with this person.
Then I am transferred to a new person to order the DSL Dry Loop. She states to me that they can't order the Dry Loop because my DSL is still hooked up to my house and instructs me to call back in a week, when my DSL "should be disconnected". (By this time I have been talking with “Phone Company” people for two hours)
I question her as to why I can't get my DSL hooked up and she states the same information again. She tells me to call back in a week. I then ask for some sort of ticket number, or verification number, or any number I can reference so that the next time I call I don't have to spend two hours on the phone and get transferred at least 6 times.
She again states that all I have to do is call back in a week and order the DSL. I again ask for any sort of number. She gets upset and finally gives me the DSL order number and the DSL disconnect number.
At this point I hang up, having to wait another week to call and even order my DSL.
Clearly, this whole thing has been a fiasco. And after probably three hours on the phone (including my initial call about getting a "dry loop") I still do not have an answer.
All I have is a house with no DSL and no Phone.
I wanted to put this in writing so that my story, and I am sure there are many people just like me out there, doesn't get lost in transfers and run around.
Thank You,
Tags:
17 comment(s) so far...
Re: My Experience Getting Dry Loop DSL... It isn't even over yet :(
Hi Stuart,
You are indeed not alone. I came across your entry today, when out of despair I was browsing the web to see what can be done. I also desrcibed what happened to me here, but I was not as nice as you to leave names out : http://stillmemory.ca/braindump/archives/2006_06.phtml#002215
Good luck!
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