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Forums » comments on review of Embarq

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Comments in response to »Review of Embarq by Titus Pullo by Titus Pullo See Profile

shinji

@Level3.net

Issue was not Embarq equipment related

I'd just like to respond to your review about Embarq just so you know. The issue that occured on Saturday, March 17th was due to a network issue that affected 4 states. VA, NC, SC, and TN were all affected and customers were down for about an hour. This caused a huge spike in call volume hitting the 1000 mark and preventing any additional calls from coming in. As of yesterday it appears all remaining issues have been resolved for all 4 states. Embarq worked with SprintLink (the backbone provider) in getting this issue resolved. This issue was more likely due to bad routers in the backbone network rather than a cut cable. A cut cable affects small areas but a router that dies or stops working properly can affect a large region. SprintLink and MCI had to both re-route traffic. Other providers in those 4 states may of been affected by this issue.
permalink · 2007-03-21 12:56:59 · Print · Reply to this

Titus Pullo
I came, I saw, I slept

join:2004-06-26
·Embarq

Re: Issue was not Embarq equipment related

Yes, if you check the thread for this issue within the Embarq forum on this site, you'll see that I found the fiber cut claim dubious at best (one of my posts).

The issue here, in my opinion, is not so much the three days where customers were unable to reach many sites, the problems were (a) that PTS was unprepared to deal with the problem and (b) why the fiber cut story was the official line offered to customers when they were able to talk to support.

The service, by and large, has been good in the time I've been a customer; however, I was taken slightly aback by the inability to reach TS during a three day problem.
permalink · 2007-03-21 13:46:56 · Print · Reply to this

shinji

@Level3.net

Re: Issue was not Embarq equipment related

I don't think anyone could of been prepared for it. A 1000 call queue would fill up most companies queues. I think customer service was probably getting some of the overfill. To top it off I think they said it knocked off half of their phones.
permalink · 2007-03-25 02:02:49 · Reply to this
Forums » comments on review of Embarq

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