What do you do when your Home ISP is down?

Thu Aug 18 20:27:10 UTC 2011

I agree, AT&T DSL support won't help me unless I remove my Cisco 1721 and re-connect their crappy modem I was forced to buy, even though with the debugging on the Cisco I can tell them exactly what's going on.

(Small rant -- Why won't AT&T offer symetric DSL for business customers??)

(Long-time lurker here, I loved the thread about what everyone has in their home rack, gave me lots of good ideas for new toys)
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Greg Smythe

-----Original Message-----
From: Jay Nakamura [mailto:zeusdadog at gmail.com] 
Sent: Thursday, August 18, 2011 2:06 PM
To: nanog at nanog.org
Subject: Re: What do you do when your Home ISP is down?

Is it just me that has a hard time reading a paragraph when "there"
and "their" are misused?

Anyway, one time, I had a problem with a DSL line with AT&T, which had a trouble ticket from a storm taking down the connection and they had to replace a card somewhere.  They said it was fixed but it wasn't working.  After looking at the router, I was pretty sure they messed up the ATM PVC config on their side.  I had to wade through the level
1 support for 45 minutes of reboot this, change this before they sent me to level 2.  I told the level 2 exactly what I thought, and he said, hold on a sec, and said, yeah, you are right, I just fixed it, try it now.  And it worked.  Wish I had a special license to bypass all level 1 support....

On Thu, Aug 18, 2011 at 1:21 PM, Mark Keymer <mark at viviotech.net> wrote:
> I am wondering what some of you guys do when your home ISP is down. At 
> least those of you that don't give yourself internet.
>
> I myself have a cable provider at home that I use. And I find it quite 
> frustrating to call and report issues in there network, because the 
> people in the call center have you do the same things every time and 
> are not very technical.
>
> Just the other week I could see fairly clearly that I was getting 
> routed through there network and then started to have issues in a town 
> about 3 hours away. I tried to explain this to the rep but they 
> thought we needed to reboot my modem. Surprise that didn't work. I 
> mostly called just to put in a FYI having issues here, please have the 
> smart people look into it. It is my understanding that they need to 
> get X amount of calls before things get escalated. Granted I am sure 
> they monitor there network too. But I called about 10 mins after the 
> routing issues started to happen and there was no notifications that 
> there was any issues. Even after being on the phone with them for 20? 
> mins. Still they showed all is good and that it must just be me.
>
> I know we have a wide range of people here some of which work for my 
> Home ISP. and would love some feedback.
>
> Sincerely,
>
> Mark Keymer
>
>
>
>