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djpiazza
join:2001-03-19
Caldwell, NJ
 ·Verizon FIOS
 ·Speakeasy
| Nonexistant support
I think it is finally time to move on from Speakeasy. I have had multiple disconnects and connections issues for a few weeks now. I tried several times to reach SE only to have hold times of over 45 minutes each time. After finally reaching a rep last Thursday, I was told my line was fine but since I had an old modem (Zyxel) they would send me a new loaner to try. Also said my margins were not good (had always been very good save for a bit of trouble 2 years ago) and would place me in safe mode until modem arrived. Modem to go out next day with overnight delivery. Should have for Monday.
Monday came and went. On Tuesday afternoon still no modem. Left message with Support on extension provided, no response. Tuesday night added a note to service ticket, no response. Called again Wednesday afternoon and posted note on service ticket. Still no response. SO much for their claim; "Online support tickets are personally responded to within 24 hours — 90% of tickets are responded to within an hour!"
After over 5 years I have continued to pay SE such a high price because I have had great service and if I ever had problems (very few over the years) I had very prompt response and service. Now that I am having problems, I can't seem to get any response at all, let alone any service or support. Without the great service or support, there is no reason to continue to pay the high rates of SE.
I know SE doesn't monitor this forum anymore but maybe others with SE service might like to know what they may be in for. | |
CylonRed
Premium,MVM
join:2000-07-06
Bloom County
| It is certainly rare - month or so ago I had some issues with the modem and after explaining all I had done to troubleshoot they sent a new modem. They accidentally sent it 3 day instead of next day and ordered a second modem making sure it was next day and told me to refuse the second modem and if no one was home to refuse it then they would provide me with a label to sent it back on their dime (which they did provide - about 15 minutes after I called to inform them).
Unfortunately - margins can come and go - a lot depends on the ILEC and any monkeying around they can do with the lines. | |
djpiazza
join:2001-03-19
Caldwell, NJ
·Verizon FIOS
·Speakeasy
| reply to djpiazza
To update my post. I finally got through to someone last night after another 54 minutes of hold time. After checking on things, they verified my service ticket and my added notes for the past few days, apologized and than said doesn't look like a modem was ever shipped and not sure why i was never followed up on. So now this person will ship me out a modem which I should have by Friday. So the wait begins again.
For what it's worth. There does seem to be more activity showing on my service ticket since the call last night but the info listed is not very encouraging as to fixing my issues. It also ends with something about contacting customer about a billable Covad dispatch. I hope they don't plan on billing me. I have yet to be contacted today. This is the posted info on my ticket:
Port status shows up,Low Margins,Low Upstream Margins.
No changes seen after reprovisioned the circuit in Safe mode.
Unable to run MLT through Verizon GUI,hence called Up Verizon, spoke to Roslinto run the MLT,she informed the Test Comes As Line is Busy.
Called up Verozon For the 2nd time and spoke to MErl ,she Informed the Test shows Busy Speach.
Placed the circuit in 384/384 speed, Port status shows Up with good margins,2 way traffic passing.
Verified and Found the Distance from CO:3800 ft.
There is no Previous TT and the Circuit is almost 5 years old.
The CPE might have Gone Bad since the circuit is too old.
Partner in order to resolve this issue Please provide us the customer's availability
(Mon-Fri 09.00 to 13.00 to 12.00 to 16.00) to schedulle a Covad dispatch and Authorize for a Billable Dispatch./ | |
djpiazza
join:2001-03-19
Caldwell, NJ | reply to CylonRed
I am curious as to if SE charged you for your replacement modem? | |
CylonRed
Premium,MVM
join:2000-07-06
Bloom County | No - they did not but I took the option of another year contract after being off for 6 or so years. Otherwise it was $99. | |
tdumaine
join:2004-03-14
Redmond, WA
 ·Comcast
| reply to djpiazza
Hey dj, a few things that might help ya, some might not.
They go by an ownership model with the tickets. If you call in, were to get me (i no longer work there) and i help you, the ticket is mine, and no one else sees it. If tomorrow is my saturday/sunday (days off) and you update the ticket online, the system emails me its been updated, but 2 days will pass before its seen.
Verizons test coming back busy means you were on the phone, but verizon likes to run interference on CLEC's
The modem going out, the rep might have not opened the subticket, hardware department may be behind, but it is supposed to go out overnight delivery, not including weekends.
I see you posted ticket notes that show covad wants to come out. I highly suggest plugging in your modem at the NID if possible, and calling speakeasy to take a snapshot with it plugged in at the NID. If covad comes out, and its a bad wire in your phone jack, or a bad modem, covad will zing ya for $150
3800 feet from the central office, you should be able to get any speed avail, not dealing with disconnects like you are trying to get 1.5mbps at 20,000 feet.
If the loaner modem fixes it, i would STRONGLY SUGGEST paying the $99 for it to stay out of contract, or return thier good one (if the loaner fixes it) and pick on up localy at a store for about half their price.
"Online support tickets are personally responded to within 24 hours — 90% of tickets are responded to within an hour!"
Thats only if you open a completely new ticket as an online service ticket since it goes into a queue for a few people watching online tickets, but again, once that ticket is assigned to a specific person, or you call in, then its only 1 persons ticket
If they say they will call you back, do not fully rely on it. When i left they were severly understaffed, and the general attitude was just do enough to get by. There was no designated follow up time before, had to come in early or late and do overtime, but now they allow all the reps 30 mins of follow up time a day, so i hear. 30 mins is not enough time if you have to call back 10 people, but its a start.
60 min hold times is a combination of that, and not enough staff. The low level support reps get every other queu roll into them when others are busy too. T1's, activations, etc.
Hope my post is enlightening and while it wont fix the background problem, i hope it makes your navigating your way thru it easier if you decide to stick with speakeasy | |
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