My Speakeasy DSL experience

I am writing this letter to assist anyone that reads it in knowing ahead of time what my experience was with Speakeasy.  I will speak honestly and openly.  If I do not remember the exact details, I will state that so as not to slander Speakeasy in any way – I speak only the truth and out of my own experience.

Major Issue #1

When I originally ordered Speakeasy (to be completed later)

Major Issue #2

I began having intermittency issues with my DSL service where the service would just go down randomly for random amounts of time (from a few minutes to hours).  I opened a ticket on 7/9/03 with Speakeasy: 

My connection has dropped several times over the past few days. I have not changed anything in the house (no new electronics of any kind - not even a new phone). I have checked, rechecked, and checked again all my settings - the connection just drops randomly and then comes back after a random time. I've switched out cables to no avail. Please help!

Tait

I also included my email address in the ticket due to the fact that previous emails had been sent to my Speakeasy email account (which I do not check) instead of my permanent address (which I requested several times that Speakeasy send to).

I did not receive an answer within 24 hours as I expected.  I even updated the ticket the next day (7/10/03) that the issue was still occurring.  In fact, 5 days passed and I still hadn’t received an answer, so I opened up a new ticket referencing the old ticket and requesting that someone please contact me.  This new ticket is the most important ticket as it has the most work log history in it.  I will paste the entire work log at the end of this discussion.  This new ticket is Speakeasy ticket number 283814 created on 7/14/03.

6 more days passed before the work log was updated by anyone with Speakeasy.  On 7/20/03 (a full 11 days since my initial ticket), a work log entry was created from Sean w/ Speakeasy Support with a list of 10 troubleshooting steps for me to take.  Since I wanted to be contacted directly via phone or email, I did not see that my case had been updated until 7/23/03 at which time I answered all of the questions.  At this time, I also added a question that I had asked several times before but never received an answer to:  “if I cancel my Speakeasy account, is there a penalty?”  At this time (7/23/03) I also put in a separate Work Log entry requesting a Supervisor speak to me about the incredible delay in being contacted.

7/26/03 – still no contact since my last entries.  I input another work log entry stating that I had not been contacted.

7/27/03 – Nathan w/ Speakeasy Support input a work log entry that my “port rates and noise margins are within normal parameters”.  There was no explanation as to what this meant, but he requested that I “call in with 1 computer directly connected to [my] modem so that [Speakeasy could] test for latency/packet loss.”.  He then went on to write that the ticket would be assigned to Advanced Support and that I should update the ticket with the best time to call.  In addition, he wrote that I was under contract through 5/19/2004 and that “cancellation prior to this date will incur a $300.00 Early Disconnection Fee”.

7/28/03 – Finally, some forward progress – Advanced Support took over the ticket and I was given a telephone number and direct extension to call.  Additionally, a Covad ticket was created to troubleshoot my problems.  As soon as this happened, my DSL line began having additional problems (going down more frequently and a significant speed drop).  I later learned that my line had been put into a “safe” or “test” mode where the bandwidth was dropped down to 384/128 without me being told.  There are a lot of work log entries at this point with data that I do not understand having to do with my DSL line.  On 7/29/03, David wrote a work log entry that he had requested they “send this out to the NOC for a card reset”.  I called David and left him a voice mail with my telephone numbers.  I also left my home telephone number, cell phone number and work number in the ticket as well as the times I’d be at work and at home.  There are additional work log entries with technical data and my update to David w/ Advanced Support for Speakeasy.

Then, on 7/30/03, a Covad FST was scheduled by Speakeasy to come out on 7/31/03 from 12pm – 4pm to troubleshoot the line.  On 7/31/03, I took the day off from work to get the line worked on.  The technician showed up at 3:45pm and split off my DSL line from the rest of the phone system and ran directly to the room where the modem was.  He did not troubleshoot anything – he just immediately did this step.  (This means I will be unable to move the modem to another room in the future).  The work log was incorrectly updated by a Speakeasy technician that the “IW was bad, replaced (new pair)”.  The reason this is incorrect is that 1) the technician did not attempt to diagnose any issues – went straight to splitting off DSL signal, 2) no Interior Wire was replaced by the technician – he did run a new wire from the 66 block (garage) to the phone box (outside of garage) to split off the DSL signal, but no IW was replaced.

I did a speed test at this time from DSLReports.com and it showed download speeds of 647kbps down and 82kbps up which is well below the 1.5mbps/768kbps that I pay for, so I updated the work log.  Speakeasy told me to use their test instead because DSLReports.com wasn’t accurate.  I went to the site I was told to go to (dfw.speakeasy.net) and ran this test – it actually took me to DSLReports.com!  I remarked about this in the work log as it was interesting that Speakeasy told me not to use that test but they actually use it themselves and had me use it, not knowing their own tools are actually just pointing to DSLReports.com.

8/2/03 – I added a work log entry reiterating my request for a manger or supervisor as I still had not been contacted.  I also added a comment about the reported contract I am supposedly under running until 5/19/04.  I requested additional information as I had received Speakeasy service in 2/2003, not 5/2003 so it didn’t make sense that I would have a contract ending in 5/2004.

I then updated the work log on 8/3/03, 8/5/03, 8/8/03 and 8/14/03 that I was still waiting for a response.  In addition, on 8/8/03 I opened up 3 additional tickets (304500, 304499, and 304498) under different categories requesting supervisor assistance and referencing ticket 283814.  However, rather than have a supervisor contact me, Speakeasy closed all 3 tickets on 8/9/03 with the following comments: “Tait, thank you for your inquiry. TT# 283814 is already assinged to a supervisor, please refer to TT# 283814 for updates. ~Thanks, Speakeasy Support”.  Obviously, I have not yet received support although Speakeasy is claiming that ticket 283814 is in the hands of a supervisor.

8/14/03 – I wrote this letter and opened 8 additional tickets requesting support.  It has now been 36 days since my initial ticket and I have yet to hear from a Supervisor or Manager.  I also included information in a new ticket that I would be writing up my Speakeasy experience and posting it on my page.

WORK LOG for ticket 283814 (edited only for personal information I do not want publicized and are marked as “*EDIT*”)

Ticket Info
This section provides you with basic information regarding your Service Ticket's activity. You may also close this Service Ticket by selecting 'Close this ticket'.

Ticket #:

283814

Open Date:

2003-07-14

On Package(s):

Classic ADSL Basic 1.5/768 Access (C)

 

Last Update:

2003-08-14 07:32:28

Status:

Open (Close this ticket)

 

 

Detail
The Issue Category and Summary for this service ticket are listed here for your reference. Please note that our Support representatives may re-categorize the issue for this ticket, if appropriate.

Main Issue:

DSL Down

 

Summary:

adsl intermittency

 

 

Associated Vendor Tickets:

798496

 

 

 

Notes
Updates on the progress of this Ticket are provided in chronological order, beginning with the note entered during initiation of this Service Ticket. Please provide us with requested updates via the 'Add Note' section.

2003-07-14 06:35:41

HELLO? I opened a ticket on 7/9/03 and noone has bothered to respond. I'll copy and paste the 2 entries from that ticket below for your convenience:

---- 07/09/2003 03:01 PM ---------------------------------------------
My connection has dropped several times over the past few days. I have not changed anything in the house (no new electronics of any kind - not even a new phone). I have checked, rechecked, and checked again all my settings - the connection just drops randomly and then comes back after a random time. I've switched out cables to no avail. Please help!

Tait

taitlifto@hotmail.com

---- 07/10/2003 09:00 AM ----------------------------------------------
My connection dropped a couple more times last night. This is frustrating

2003-07-14 12:31:56

Still no contact made. You can call, or email me at taitlifto@hotmail.com

2003-07-20 17:43:39

Tait,

I apologize in the dealy in responding to you. Along wiht a new system comes the tweeking of it and i hope that our responses can be quicker in the future. As for your connection, I amnot seeing anything obvioucly wrong iwht the line at the central office, however this only gives me a 3 hour history. Intermittancy tends to be the hardest thing to pin down. Here however are some steps you can verify for us.

1.) Any hubs/routers/firewalls? if so does the issue continue with a direct connection?
2.) Swap the cables (which you have already done)
3.) if you have access to your phone box can you try testing at the test jack there when the issue occurs
4.) Is there any voice issues?
5.) Any pattern to the issue?
6.) Any 900 mhz phones, telezapper, tivo, direcTV, or security systems on the line?
7.) Is the modem going through a splitter at the walljack? Does issue occur with this removed?
8.) How many devices do yo uhave on htis same line? ( over 5 can be an issue) Aer they filtered?
9.) what happens when you remove all other devices besides modem?
9.) Did you have previous DSL with another provider on this same circuit? DI they do a professional installation?
10.) Have you tried other jacks on this same number?


Once have verified all of this my best advice would be to call into our support queu to continue troubleshooting, or when the line drops definetlyu get on the phone, cause lines are easiest to troubleshoot when down. Please feel free to resond back

Thanks

Sean
Speakeasy Support

2003-07-23 13:20:02

1) Yes, I have a Linksys Router - still happens w/ direct connection, though
2) Already done
3) I'm not bringing all my computer equipment outside to do this
4) No
5) No
6) Yes - but unplugged during problem to test - didn't matter (and besides, they shouldn't be a problem anyway, right? They all have the filters you sent me on them)
7) No - no splitter
8) 2 phones, 2 Tivos, 1 Security system - 5 total devices all filtered
9) I did not have previous DSL on this circuit
10) I have not tried other jacks - there are very few jacks in the house and it was another issue of hauling computer equipment to another room.

Another add on question that I've asked a couple of times and haven't received a response on: if I cancel my Speakeasy account, is there a penalty? ie, Am I under some type of contract, or can I cancel anytime?

2003-07-23 13:21:49

And, to respond to what you said about the delay in responding:

There is NO good excuse for taking 11 days to respond to my question.

Please forward this ticket to a Supervisor. I fully expect and request that a Supervisor contact me about this issue. 11 days is WAY too long. Especially when you are charging me $80 a month

2003-07-26 15:13:40

Today is 7/26/03 - NO response in 3 days. Unacceptable response level since original request on 7/9/03 (17 days ago).

Still waiting for Supervisor, too.

Still waiting for response on whether there is a penalty or not for cancelling my account.

Wow - this is pretty bad customer service. I'm not trying to be rude, but this is ridiculous. I expect better response time for the money I'm paying.

2003-07-27 06:51:15

Greetings!

Your port rates and noise margins are within normal parameters. The best way to resolve this issue is for you to call in with 1 computer directly connected to your modem so that we can test for latency/packet loss.

I will assign this to Advanced Support and request a callback; however we will need you to update this TT with the best time to call.

You are currently under contract through 05/19/2004. Cancellation prior to this date will incur a $300.00 Early Disconnection Fee.

Thank you!

Nathan
Speakeasy Support

2003-07-27 06:54:55

Customer has requested a supervisor call regarding this TT. Please call when customer has updated with availability. Thanks!

2003-07-28 15:37:52

This ticket was assigned over to Advanced Support and to me yesterday morning, I apologize for the length of delay in getting this properly routed, I would like for you to call my direct extension here so that we can troubleshoot this in a more direct fashion: I can be reached at 800-556-5829 ext 243. Attempts to call the lineshare number get a fax machine, the contact number on the account goes to a work number, I will call it back and also leave VM there asking for call back, as well send an email to the contact address. This circuit currently is up and online at good margin, I will post a circuit fingerprint after this update and check back again tomorrow morning for TSI's.

2003-07-28 15:41:21

Backhaul installed
Ticket created

2003-07-28 15:45:14

Covad ticket has been opened, recent drops on the line, there are high margins but both an upstream and downstream error rate. Actual Port Rates:
1536 kbps Downstream / 768 kbps Upstream
Margin:
19.0 dB Downstream / 9.0 dB Upstream
Upstream Cells Received from CPE:
0 ( 12939598 )
Downstream Cells Transmitted to CPE:
0 ( 133154225 )
ATM HEC Errors:
0 ( 31903 )
Upstream Line Errors:
0 ( 19636 )
Downstream Line Errors:
0 ( 56542 )
Training Starts:
0 ( 1745 )

2003-07-28 16:52:57

Backhaul installed
Statused TT. ISP has reported Intermittent Problem. 05/19/2003 16:29:34. SOHO 1.5/768 (Access Only). Due to intermittant sync. We will set to safe mode. Training Starts: 0 ( 1745 ) Training Starts: 0 ( 1746 ) MLT to show CLEAN at 11700 ft. TT will be placed into CPPV> TT will auto close.
DSLAM Trunk Status: OK
Technology: DMT4F
Card Status: OK
Port Status: Up
Actual Port Rates: 1536 kbps Downstream / 768 kbps Upstream
Margin: 19.0 dB Downstream / 8.5 dB Upstream
DSLAM Trunk Status: OK
Technology: DMT4F
Card Status: OK
Port Status: Up
Actual Port Rates: 928 kbps Downstream / 768 kbps Upstream
Margin: 24.0 dB Downstream / 9.5 dB Upstream

2003-07-28 16:53:16

Backhaul installed
CLOSED-Pending Partner Verify

2003-07-29 09:29:15

Backhaul installed
Status changed from CLOSED-Pending Partner Verify to ASSIGNED

2003-07-29 09:29:17

Backhaul installed
Problem:
David/ISP called. Mentioned that there are still errors and intermittent sync.
Next steps/actions:
Assigning to TAC for further troubleshooting.
Estimated time of next update:
07/29/2003 14:29 MDT

2003-07-29 09:29:28

Backhaul installed
David/ISP called. Mentioned that there are still errors and intermittent sync. Requesting further troubleshooting.

DSLAM Trunk Status: OK
Technology: DMT4F
Card Status: OK
Port Status: Up
Actual Port Rates: 928 kbps Downstream / 768 kbps Upstream
Margin: 20.0 dB Downstream / 10.0 dB Upstream

Covad Customer Care

2003-07-29 09:40:47

Backhaul installed
Department changed from TAC to NOC
Assignee changed from Further Troubleshooting to Pending Card Reset
ISP David called and wanted to know why the endusers circuit is intermittent. I ran an MLT and the loop is clean. ISP couldn't get a hold of the endusers to have them test with us. ISP is requesting that the card be reset durring the matanence window until he can get a hold of the enduser.

2003-07-29 09:40:48

Backhaul installed
Problem:
Intermittent sync
Next steps/actions:
NOC to reset the card.
Estimated time of next update:
07/30/2003 10:40 MDT

2003-07-29 09:45:32

Circuit was clocked into safe mode last night, but has had another drop in the last 3 hour window with some HEC error increase showing on the DSLAM. Customer appears to still be away, so I cannot get an MLT without his equipment on the line. I have requested that they send this out to the NOC for a card reset during tonights maintenance window, and will leave another voicemail asking the customer to contact me at my extension once he has returned.

2003-07-29 11:31:18

I left a message for David just now on his voice mail (800-556-5829 x243).

I get home from work at about *EDIT* each day. I can then be reached at home at *EDIT*. If, for some reason, I don't answer - please call my cell at *EDIT*. During my work hours (*EDIT*), you can call me at work at *EDIT*.

Thank you,
Tait

2003-07-29 16:35:33

received VM, will call back after the noc card reset is complete this evening: leaving TS snapshot for now
Training Starts:
0 ( 1782 )

2003-07-29 23:58:45

Backhaul installed
Problem:
card has been reset.
Next steps/actions:
furthet troubleshoot.
Estimated time of next update:
07/30/2003 03:41 PDT

2003-07-29 23:59:39

Backhaul installed
CLOSED-Pending Partner Verify

2003-07-30 08:02:54

Backhaul installed
customer reported that the circuit was not synched this morning when he left for work, and was not able to send/receive. DSLAM currently shows synch, but there are also HEC errors shown in the most recent interval. I am also not able to ping the users machine. He will call in and we will need to do co-op testing on this once he is back onsite later today. Please hold the ticket open for now.
Reported by:
Name: spkas
Email: dsltt@speakeasy.net

2003-07-30 08:12:54

Tait reports that this morning after last nights reset, he was unable to send/receive at all. The dslam shows synch for the last three hours (after Tait had already left), and there are also some HEC errors on the most recent dslam graph. We will need to do co-op testing on this later today once he is back on site, this appears to be a problem with one of the line cards at the CO. Customers ip is also not pingable.

2003-07-30 10:11:04

Backhaul installed
This ticket will remain open until the EU is available for testing later today.

2003-07-30 15:14:18

Backhaul installed
-David / ISP reports end user went from intermittent to hard down.
-CPE type: Visionet 200ES
-CPE light status: DSL flashing green TX/RX - off LAN green and solid ACT - solid / power solid green
-Loop is down--Loss of Signal; Port is Unlocked; DSLAM showing LOF Sec, LOF Sec, LCD Sec and Err Sec Errors.
-Circuit Provisioned at Safe Mode928/768
-Performance Actuals are showing Training Starts (81).
-Estimated distance for this circuit is at 11,700+/- feet.
-MLT test is clean and the loop length is good.
-The end user has a CPE from previous service.
-The ISP would like a dispatch to check the loop and verify if this is a bad CPE.
-If this is a CPE issue the ISP will send out a new CPE.
-End user would like the next available dispatch.

2003-07-30 15:14:22

Backhaul installed
Created Dispatch Task TT798496-1
Task: Repair - Loop
Start: 07/31/2003 12:00
End: 07/31/2003 16:00
-End user would like the next available dispatch.

2003-07-30 15:16:09

Backhaul installed
Assignee changed from Further Troubleshooting to Dispatch
Status changed from CLOSED-Pending Partner Verify to OPEN-Technician Dispatched

2003-07-30 15:16:10

Backhaul installed
Problem:
Per above notes:
Next steps/actions:
A Covad FST has been scheduled on 07/31/2003 12pm - 4pm (local time) per the End Users availability. Please inform the End User of the scheduled commit time. Thank You.
Estimated time of next update:
07/31/2003 16:00 PDT

2003-07-30 15:24:12

co-op testing done with Wendy at Covad TAC, the customers line is now no longer gettting training starts at all no signalling seen coming from the equipment. We have scheduled a repair loop dispatch to have Covad check their equipment and the customers, tomorrow between 12-4. The modem is a Visionnet 200es from his previous (WC?) service and is not under Covads warranty, but is still under a year old. A second similar modem the user has from an old service also is not training. I will check back on the users status when I get back into the office if it hasnt been completed by the time I leave Thurs, I will be out on Sunday.

2003-07-31 06:37:05

Customer update: My line came back up about 7pm CST last night, but is much slower than 1.5/768. I tested speed using www.dslreports.com and right now it is only 321kbps down and 62kbps up.

2003-07-31 13:06:11

It is currently 3:05pm my time - I took off work today and have been home the entire time thus far of my appointment. Can you ensure that someone is actually coming? I've been waiting over 3 hours now and am getting concerned that no one will show within the promised window.

Thanks,
MTL

2003-07-31 14:46:07

Backhaul installed
FST/Donny called from the premise. NID splitter installed. IW was bad, replaced (new pair). New cross connect to the 66 block.

384 kbps Downstream / 128 kbps Upstream :

DSLAM Trunk Status: OK
Technology: DMT4F
Card Status: OK
Port Status: Up
Actual Port Rates: 384 kbps Downstream / 128 kbps Upstream
Margin: 40.5 dB Downstream / 23.0 dB Upstream
Upstream Cells Received from CPE: 0 ( 413641 )
Downstream Cells Transmitted to CPE: 0 ( 1964382 )
ATM HEC Errors: 0 ( 1148 )
Upstream Line Errors: 0 ( 2395 )
Downstream Line Errors: 0 ( 1730 )
Training Starts: 0 ( 245 )


1536 kbps Downstream / 768 kbps Upstream :

DSLAM Trunk Status: OK
Technology: DMT4F
Card Status: OK
Port Status: Up
Actual Port Rates: 1536 kbps Downstream / 768 kbps Upstream
Margin: 30.0 dB Downstream / 9.5 dB Upstream
Upstream Cells Received from CPE: 21581 ( 435253 )
Downstream Cells Transmitted to CPE: 37114 ( 2001522 )
ATM HEC Errors: 0 ( 1148 )
Upstream Line Errors: 0 ( 2395 )
Downstream Line Errors: 0 ( 1730 )
Training Starts: 2 ( 247 )

EU is able to surf.

Doing speed tests (DSL Reports): 569k right now. LAN connected but only 1 PC testing.
FST disconnected the LAN.

CO is right across the street. FST suspects bridged tap because they are very close.

2003-07-31 14:50:12

Backhaul installed
Closing Dispatch Task TT798496-1
Cause: Inside Wire
Disposition: Repaired
Technician: Donald Clark
Actual Start Time: 07/31/2003 16:15
Actual Stop Time: 07/31/2003 16:50
Travel Time: 07/31/2003 15:45 minutes
NID splitter installed.
IW pair swapped.
Cross connect reterminated at 66-block
Loop back up, reprovisioned to fast path.

2003-07-31 14:52:30

Backhaul installed
FST Donny called. NID splitter installed, IW pair replaced and reterminated loop on 66-block.
If service continues to be intermittent, may need ILEC to investigate possible BT. LMU
shows 7782 ft with no BT but MLT shows loop length of 11.7kft.

TT will close in 24 hours if no response.

2003-07-31 15:34:20

Covad tech showed up and said that the inside wiring work was bad and needed replacement, installed a NID splitter and re-tied down the wiring. He also noted that the customers residence is across the street from the CO, and suspects there may be bridge taps on the line. Customer will retest the speeds again later tonight, the port rates show high synch with good margins, he will continue to monitor for further intermittency.
Actual Port Rates:
1536 kbps Downstream / 768 kbps Upstream


Margin:
29.5 dB Downstream / 9.5 dB Upstream
TS at 247.

2003-07-31 15:36:44

speed testing site should be dfw.speakeasy.net for the quick java test, please also test with FTP transfers if this is also still showing slowness.

2003-07-31 18:07:34

FYI, the Covad tech did not say the inside wiring work was bad. He showed up and immediately split off the DSL portion separate from the rest of the house. The only wire he replaced was one from the punch down block in the garage to the phone box outside because that's where the line terminated (at the punch down).

I have been using DSLReports.com for some time to do my tests - it keeps track of my history so I can look back and see that I used to get 1.2 - 1.3mb download almost all the time (sometimes higher) and now am getting under 1mbps (around 900). I did go to the site suggested above and it showed 647kbps down and 82kbps up which is well below 1.5mbps/768kbps.

What I found interesting is that the test you have me take (dfw.speakeasy.net) actually _IS_ DSLReports.com! It's funny to me that the tech on the phone w/ the Covad guy, and the tech answering this ticket both said to use dfw.speakeasy.net instead of DSLReports.com because it is better, and it turns out to be the exact same test! When you go to dfw.speakeasy.net and press "Test", it forwards you to dslreports.com!

2003-08-01 15:25:06

Backhaul installed
Ticket was automatically closed because it stays in
'CLOSED-Pending' state more than 24 hours.

2003-08-02 05:53:02

Please, I need a MANAGER / SUPERVISOR to contact me.

There are two things that need to be discussed with a manager:
1) You said my contract runs until 5/19/04. How is this possible? I've had service since February of 2003, so that would mean a 15 month contract? I've never heard of such a thing - 12 month is the norm.

2) Noone has bothered to contact me and discuss the poor service I received. It should not have taken weeks for someone to bother contacting me about my issue. I shouldn't have had to open multiple tickets to have my issue looked at. I shouldn't have to ask for a supervisor AGAIN and AGAIN to get something done. To attempt to lock me into a bogus contract (I didn't get my service in May) when you aren't even fulfilling your end of the bargain is ridiculous and I want a supervisor to address it - and now!

2003-08-03 04:33:43

Manager / Supervisor?

2003-08-05 15:56:43

*cough cough*

Hello?

*echo*

Anyone there? Can I get some help here?

2003-08-08 03:55:11

THIS IS RIDICULOUS!

That's ok, I'm building a good case for my lawyer when I cancel Speakeasy and you guys try to charge me $300!

Have a supervisor call me. Now. *EDIT* is still my work number.

2003-08-14 07:32:28

I am extremely unhappy with Speakeasy's support. Reference ticket 283814 for more info.

Still, noone has bothered to attempt to contact me at the telephone numbers or email address listed.

I opened tickets 304500, 304499, 304498 to attempt to contact a Supervisor or Manager. Each of those 3 tickets were CLOSED without anyone contacting me. Each of those 3 tickets says "Tait, thank you for your inquiry. TT# 283814 is already assinged to a supervisor, please refer to TT# 283814 for updates. ~Thanks, Speakeasy Support". Well, ticket 283814 is THIS ticket! And, no Supervisor has contacted me on it. No Supervisor has input anything into the work log.

 

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