Test99
Premium
join:2003-04-24
San Jose, CA
 ·DSL EXTREME
 ·InPhonex
| Northern California Verizon Dry Loop
I'd like to drop the Verizon voice service that is on the same line as DSL. DSLExtreme had said it was possible to do this without interrupting DSL service. See: »Dry DSL .
But Verizon just assured me this cannot be done. The ninth person I spoke to in 45 minutes told me they have to cancel both voice and digital service and reprovision the line as a dry loop. They suggested I wait until I can be away for a couple of weeks. 
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50775@fwd.pulver.com |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| Based on what you stated it sounds as though you have DSL service through DSLExtreme in a Verizon area provisioned through a Verizon DSLAM. If that is the case, it is in theory possible to cancel your phone service and have your DSL service to continue to work. On the backend Verizon should assign your line a new fictitious number that the DSL would ride on. I say in theory because although we have a lot of clients who have done this without any problems there have been cases in which Verizon has removed the DSL service as well. If that happens it does require a disconnect order for the current DSL service and a new order for dry DSL which can cause extended downtime.
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George
General Manager
DSL Extreme
Will work for reviews.  |
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Test99
Premium
join:2003-04-24
San Jose, CA | reply to Test99
Thanks, George! When I have an hour to spare I'll suggest that to Verizon.
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50775@fwd.pulver.com |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| said by Test99  :Thanks, George! When I have an hour to spare I'll suggest that to Verizon. Glad I can help! Just to confirm you do have service in a Verizon area provisioned over a Verizon DSLAM through DSLExtreme correct? |
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Test99
Premium
join:2003-04-24
San Jose, CA
·DSL EXTREME
·InPhonex
| reply to Test99
The bill for DSL service comes from DSLExtreme. The bill for analog voice service comes from Verizon. Both services ride on the same wire pair. I can't tell where the wire pair goes after it enters the ground, but there is a Verizon Central Office about 300 yards away.
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50775@fwd.pulver.com |
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dbosso
join:2005-01-02
Goleta, CA | reply to dslx_gm
Is there any way to find out what the new "fictitious number" is? I've done this, and now I have no way of finding out what plans I'm able to upgrade to, nor does it appear I can renew my contract on the website.
-David |
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Test99
Premium
join:2003-04-24
San Jose, CA
·DSL EXTREME
·InPhonex
| reply to Test99
I finally fronted up to Verizon technical support again and got my line converted to a dry loop.
For the benefit of anyone who wants to go through the same procedure, here are some pointers on what worked for me.
- I already had the direct phone number of the relevant customer support department from a previous call. So the hour I spent on a previous occasion being routed to 9 different people actually did provide some benefit. This time I got through to the right person on the first try.
- I explained that the problem I was trying to solve was how to convert to dry loop without interrupting the DSL service. It's essential to convince the customer support person that continuity of DSL service is the top priority.
- The customer support person was bright and helpful, but all decisions were made while I was on hold and she was talking to a supervisor. Once again, the supervisor said that service would have to be disconnected and reprovisioned. The support person recommended that I cancel all service and then sign up for new dry loop service. I rejected that option.
- I explained that I had talked to the VOIP provider's general manager and he recommended assigning a new fictitious number to the line (see above). After the next period on hold, the customer support person came back from talking to her supervisor and confirmed that this could in fact be done without interrupting DSL service.
- I labored the point once again that it was essential there be no interruption to the DSL service. The customer support person noted on the work order that this was a priority.
It's been two days. DSL is still working. Calls to the phone number get a "disconnected or no longer in service" message. The line still has dial tone. I'm hoping it will soon go away without any bumps in the night. (Some CLECs continue to provide dial tone on disconnected lines, but only for 911 calls. It's possible that's what is happening here.)
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50775@fwd.pulver.com |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA | Thanks for the update! Glad to hear that it has gone smooth. |
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Test99
Premium
join:2003-04-24
San Jose, CA
·DSL EXTREME
·InPhonex
| reply to Test99
I spoke too soon. On the fifth day after the analog service was disconnected, DSL was disconnected too.
It took much of the day to get to talk to Verizon customer support, using up two hours of prepaid cell phone minutes, because they were having problems with their computer systems. When I finally reached someone and asked to speak to the person who had seemingly been so helpful, all I could get was a message relayed back from her. She said she had not followed George's advice about assigning a new fictitious number to the line, she had just requested that the analog service be turned off. If I was having problems with DSL, she couldn't help. I would have to contact DSLExtreme.
The next day I called DSLExtreme customer support. Each time I was told that when analog service is turned off it is normal and expected behavior for DSL service on the same line to be disconnected also. They said I should contact accounting to establish new dry loop service.
When I recounted my discussion with George in this thread, one person said that in his many years of experience, DSL is invariably disconnected when analog service is disconnected. He denied all knowledge of a BBR DSLExtreme forum and said he didn't know anyone in the company named George. He also said: "DSLExtreme doesn't have a general manager. It's a partnership." When he forwarded my call to accounting, they found no record of the previous discussion.
Accounting said that my options were either to reconnect both analog and digital service, which would take about 10 business days, or to request new dry loop service, which would take 3 to 6 weeks.
At this point I went to a computer at the local library and sent a PM to George. He responded promptly and said the orders team would look at what needed to be done.
A helpful person who actually knew George called the next day. After some investigation, she reiterated that my options were to restore both analog and digital service in 7 to 10 business days, or to get new dry loop service in 3-6 weeks. I chose dry loop. She said she would try to expedite it.
8 days later, I happened to turn on the modem. It showed a solid ready light. Expediting worked!
Note to self: never deal with an ILEC again. In a situation like this, they have a major conflict of interest. They will put their own interest first.
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50775@fwd.pulver.com |
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