Port Orchard, WA
reply to drew
Re: [WA] 10%+ Packet Loss in Kitsap I spoke with another Eric at the call center; he is one of the three member management team there. This was after getting off a polite rep named Dennis. He, after me going through my schpiel again, escalated me to Eric.
Eric said he confirmed with his NOC team that there were "no known issues in the area" and that obviously there was a gap and it needed to be closed. I relayed the situation to him personally so he had the clearest picture. I explained to him what the area supervisor had said. I also told him about the situation with the business class not having the problem yet every other consumer in the area appears to be, it's obviously a capacity/throughput issue on their end. He gave me the names, first and last, (whom I won't mention as I'd hate for it to become some exploit of the system for every tom, dick and harriet to call in and ask immediately for one of them), of the two co-managers.
He said he was going to throw my issue onto his nightly report that goes to all the VPs, Presidents and the CEO as well as the NOC teams and I think, the area supervisors, to alert them to any issues to attempt to get to the bottom of this. He said that often an area supervisor will call [me] before anyone else even has a chance to look at it. He said that it was likely I'd hear back from either one of the co-managers before 1PM tomorrow in any case. I asked what time would be reasonable for me to call in in the event that I hadn't heard from anyone (I was polite, but was sure to inform him of the shortcomings of everyone before him so he could do his best to not make the same mistakes. I had to throw Jasmine by name under the bus for her lack of follow through. When I managed employees, I always wanted to hear about that so I can keep an eye on them and ensure they're doing what they should). He said 5 or 5:30 would be a fine time to call.
So, I hope to have some good news from them tomorrow. If they don't have "da solution" ready for me tomorrow, I'll insist that I get flagged as business so my route has a higher priority assigned. I'm kind of done...
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Yep, tonight my service is really bad. I hope you (all of us) get some real answers tomorrow as to when it will be remedied.
My neighbor down the road had a truck rolled out to his place just recently. The tech told him right away that it was a capacity issue and there was nothing he could do about it. He also stated that that same night they were going to do some segmentation and he should see some better speeds but no real fix as of yet. He stated they were installing some new equipment but it wouldn't be until next summer.
That will suck if we have to wait until then...