ajtj99's Market Pulse

[jdaasoc]

OT Cablevision a real piece of work.

I had some internet issues Friday morning. Email messages were still coming in and phone service was working so I wasn't too concerned. I thought it was some generic DNS problems out on the web when some web sites didn't respond or there was delays on browsing but the sitation would reslove itself on it's own.

I came home last night and similar issues still were in place. Cablevision quickly confirmed that there was an issue with intermittant packet loss of greater then 50% and they quickly scheduled an appointment to have it looked at. The lineman came out this morning and had this long look on his face. I asked him what type of problem was going on. He frankly told me that he had the same problem down the street yesterday and he was waiting for response from his supervisor on resolution. I asked him how do we get this problem resolved. He described the problem as a bad node in the area that only effects customers with the boost service. A node could have anywhere from 500-2500 customers on it. I asked why wasn't this resolved more quickly. He replied that until a 3rd customer calls in with the same problem they do not address the issue.

It has been 36 hours since they knew of the problem and no engineer has been dispatched to fix the node on their network.

They are starting to make decisions to response to outages based primarily on financial factors not on any pledge of customer service or reponse time guarantees.

I had to escalate this with a supervisor in customer support and they still haven't got their support personel to act on it since it a weekend.