SBC, clueless?

[Disclaimer: just a public rant about SBC from the owner of powertrip.net]

Apparently today's SBC tech thinks that:

                                    Near        Far

     FEC Counts Fast       :           0           0

     CRC Counts Fast       :        1086           0

     HEC Counts Fast       :         886           0

..is perfectly normal for 1 day and 11 hours on a circuit and that if the circuit responds again that all must be fine... forget that it continues to have ongoing problems, there is no problem if the tech can ping the circuit now and it works.. regardless of it's history. I swear I'd like to know where they get the people who answer the phone or try to troubleshoot via their "live chat" - I've NEVER been satisfied with their responses. The ONLY people I've liked were the on-site techs who had a clue, but unfortunately, they're harder to get in touch with.

Today's tech was "Rose". On a related note, why not check the circuit etc WHILE IT IS DOWN instead of waiting for the customer to jump through hoops and wait for the circuit to come back up in the meantime? *ANNOYED*

[UPDATED: OCT-21-2004]
Ok, so today I get a call from the local tech asking to schedule an on-site appointment and I explain the symptoms and the technical side (as I stated above, the local techs have clue).. and she was immediately able to understand that the problem was not that I needed someone out here but that the redback needed to be checked for a possible issue and that my ongoing circuit problem did not get handled correctly and that I needed to call and "formally" request the speed change through sales this time to fix my ongoing issue (last time the on-site tech tried to change my order, apparently he didn't have permission).

..So, currently I'm looking at 7 days for an "order change" even though it's to fix a problem that's been happening for over a month. At least this still isn't as bad as SpeakEasy - they couldn't figure out how to use a phone or mail to contact their customer to let them know regular updates.. but still not what I'd expect on a business account.

Posted by Aaron at October 21, 2004 02:03 AM