Detail The Issue Category and Summary for this service ticket are listed here for your reference. Please note that our Support representatives may re-categorize the issue for this ticket, if appropriate. Main Issue: *DSL/T1 Outage* Summary: *connection down 1XXXXXXX* Associated Vendor Tickets: *2XXXXXX* *2XXXXXX* *2XXXXXX* *2XXXXXX* Notes Updates on the progress of this Ticket are provided in chronological order, beginning with the note entered during initiation of this Service Ticket. Please provide us with requested updates via the 'Add Note' section. 2007-12-26 06:15:19 Hello, In the last couple of days, I've observed that my DSL connection goes down frequently (every couple of days, sometimes once a day). When it does go down, powercycling the VoIP router brings the connection back up. I didn't use to have these particular problems, and they started about two weeks ago or so. Right now, my connection appears to be down. Since I'm not at home to powercycle the router, is there anything that can be done remotely to check the status of the connection and possibly reset it? Thanks, -Jan 2007-12-26 06:24:21 Good Morning, Because this is a connectivity-related issue we'll actually need you to dial our 800 number [from a cell phone if you have one or can borrow one] instead of corresponding by email or MySpeak. We will have to complete several troubleshooting steps and line tests with your physical cooperation which may include disconnecting and reconnecting various hardware on your LAN. Agents are available 24 hours a day, seven days a week in our call center at 1-800-556-5829. David Moses Speakeasy Online Support Specialist Phone > 1.800.556.5829 Email > support@speakeasy.net My Hours: M-F 5:30am-02:00pm PST www.speakeasy.net/myspeak This ticket will automatically close after 48 hours, pending your response. If you need to speak with a live person, troubleshoot your DSL, or if it's outside my shift, please call in. 2007-12-26 06:33:20 I do not currently have physical access to the hardware (as I mentioned in my previous message), so I won't be able to connect, disconnect, reconnect, reboot or otherwise perform any actions. Hence my question "is there anything that can be done remotely to check the status of the connection and possibly reset it?". 2007-12-26 06:33:23 I've just finished clearing and resetting your circuit on my end. Everything looks great over here and you should be up and running. If you have any problems at all, please call in for additional troubleshooting! Thank You and Happy Holidays! David Moses Speakeasy Online Support Specialist dmoses@hq.speakeasy.net 1-800-556-5829 2007-12-26 07:09:23 Looks like the line is still down and will require a powercycle of the router. Do you know what would cause this to happen? 2007-12-26 07:44:14 Good Morning, My tests show that your modem is up and running with traffic passing. Most likely, your router is culprit on this matter and can happen from time to time depending on the age and firmware of your router. I would highly suggest seeking a firmware update from the manufacture of your router to help resolve this matter and possibly improve throughput on your router. Please let me know if you have any further questions or concerns about this issue. The ticket will close automatically if I do not hear back from you. David Moses Speakeasy Online Support Specialist Phone > 1.800.556.5829 Email > support@speakeasy.net My Hours: M-F 5:30am-02:00pm PST www.speakeasy.net/myspeak This ticket will automatically close after 48 hours, pending your response. If you need to speak with a live person, troubleshoot your DSL, or if it's outside my shift, please call in. 2007-12-26 07:46:38 Wouldn't Speakeasy be the ones to push a firmware upgrade to the router? 2007-12-26 10:47:06 You have an ADSL Bridged Modem in which no firmware upgrades can be done do to the mode that it is in. If you have a third party router (Linksys, Dlink, Belkin, etc) then you'll need to see support from them as we do not have any firmware or documentation for such devices. Please let me know if you have any further questions or concerns about this issue. The ticket will close automatically if I do not hear back from you. David Moses Speakeasy Online Support Specialist Phone > 1.800.556.5829 Email > support@speakeasy.net My Hours: M-F 5:30am-02:00pm PST www.speakeasy.net/myspeak *This ticket will automatically close after 48 hours, pending your response. If you need to speak with a live person, troubleshoot your DSL, or if it's outside my shift, please call in.* 2007-12-26 10:59:35 I have the following equipment that I received from Speakeasy: - a Motorola VoIP box that is connected directly to the telephone line - an ADSL modem, that is connected to the motorola I believe that it is the motorola box that requires powercycling every now and then, not the ADSL modem. The motorola box was shipped to me by Speakeasy and I thought that Speakeasy was the entity responsible for firmware upgrades, as Speakeasy is the company providing the service I'm paying for. It is not clear to me how Motorola would be pushing firmware updates through Speakeasy's line to the device or why they would assume responsibility for this task when I do not have any contract with them. 2007-12-26 11:28:58 In this instance, since you have no third party equipment in your LAN, then there is no firmware updates required. Sometimes people purchase third party routers and utilize them to enhance their LANs and usually these devices need firmware updates. Additional testing will need to be done, but if your connection is currently down, then please call into Live Speakeasy Support for direct troubleshooting as co-op tests will need to be done! Please let me know if you have any further questions or concerns about this issue. The ticket will close automatically if I do not hear back from you. David Moses Speakeasy Online Support Specialist Phone > 1.800.556.5829 Email > support@speakeasy.net My Hours: M-F 5:30am-02:00pm PST www.speakeasy.net/myspeak *This ticket will automatically close after 48 hours, pending your response. If you need to speak with a live person, troubleshoot your DSL, or if it's outside my shift, please call in.* 2007-12-28 15:31:13 I just had somebody powercycle the equipment and ensure that everything on my end is set up properly. Unfortunately, the line is still down. You can verify for yourself by calling my number (415) XXX-XXXX -- you should find that the call will not complete. Also, you will find that you can't ping my IP address 64.81.58.47. 2007-12-29 13:04:14 Spoke with Jan who is not at home. This is a onelink srvice so need someone onsite to troubleshoot. the modem wass powercycled earlier. Port shows as down. ATM seg passed but e2e failed. He will arrangefor someone to call in from onsite, he will not be onsite for a week. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2007-12-29 13:05:23 Since I'm not at home to help troubleshoot this any further on my end, I'm authorizing Oliver Gould who has access to the equipment to help troubleshoot this. He may call you one of these days regarding this ticket. 2008-01-04 08:11:22 Jan called in to troubleshoot from on site. I pulled DSLAM stats port down. Repro'd, power cycled no change, no training starts. I ran loop tests which passed at 10k ft. I see the modem he is using is very old. I have sent him a loaner modem and informed him he should get it on Monday. Best Regards, John Zimmerman Business Support Rep. www.speakeasy.net 1.800.556.5829 opt. 3, opt. 1 ext 2126 2008-01-04 16:59:35 I was able to borrow a broadxent from a friend (who's also a speakeasy customer). The modem appeared to work initially, but about 30 minutes ago, the line went dead again with this new modem as well. I rebooted that modem, but no luck. The DSL light will occasionally flicker, then remain lit for a few seconds and eventually go off again, then repeat after a few minutes. 2008-01-04 17:23:17 Jan called in reporting that he has connected another Broadxent modem and the circuit still bounces. DSLAM stats confirmed this. I reprovisioned the circuit and had Jan power cycle the modem. The port came back up briefly at decent port rates and margins, but then continued on being intermittent. I am opening a Covad Trouble Ticket. Thanks, Dustin Fox Business Support Representative Speakeasy.net 800.556.5829 2008-01-04 17:26:15 *Backhaul installed* Ticket created 2008-01-05 00:06:37 *Backhaul installed* This circuit has had no previous trouble tickets. 2008-01-05 00:08:42 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1120 kbps Downstream / 384 kbps Upstream Margin: 8.5 dB Downstream / 16.5 dB Upstream Current 24hr period Previous 24hr period NearEnd CV: 2301 0 BinStatus: invalid invalid FarEnd CV: 4294956574 0 BinStatus: invalid invalid Time Elapsed(secs): 25933 NearEnd LOS: 4990 0 NearEnd LOF: 4990 0 LOF Retrains: 9 0 Snapshot Data: Upstream Cells Received from CPE: 0 ( 2181284224 ) Downstream Cells Transmitted to CPE: 0 ( 4209446775 ) ATM HEC Errors: 0 ( 2793 ) Upstream Line Errors: 0 ( 25066 ) Downstream Line Errors: 0 ( 23789 ) Training Starts: 0 ( 256 ) Time Since Snapshot Counters Reset: 0 Min. 0 Sec. 2008-01-05 00:10:55 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1120 kbps Downstream / 384 kbps Upstream Margin: 9.0 dB Downstream / 16.5 dB Upstream Get Status of all ports on the card Reset Port Reset Card LOOPBACK STATUS Line Stability: Traffic History: PM Stats: Current 24hr period Previous 24hr period NearEnd CV: 2301 0 BinStatus: invalid invalid FarEnd CV: 4294956574 0 BinStatus: invalid invalid Time Elapsed(secs): 26088 NearEnd LOS: 4990 0 NearEnd LOF: 4990 0 LOF Retrains: 9 0 Snapshot Data: Upstream Cells Received from CPE: 3389 ( 2181287613 ) Upstream % utilization: 2.31875% Downstream Cells Transmitted to CPE: 1603 ( 4209447378 ) Downstream % utilization: 0.11357143% ATM HEC Errors: 0 ( 2793 ) Upstream Line Errors: 0 ( 25066 ) Downstream Line Errors: 0 ( 23789 ) Training Starts: 0 ( 256 ) Time Since Snapshot Counters Reset: 2 Min. 35 Sec. 2008-01-05 00:16:27 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1088 kbps Downstream / 384 kbps Upstream Margin: 9.0 dB Downstream / 17.0 dB Upstream Get Status of all ports on the card Reset Port Reset Card LOOPBACK STATUS Line Stability: Traffic History: PM Stats: Current 24hr period Previous 24hr period NearEnd CV: 0 0 BinStatus: invalid invalid FarEnd CV: 1 0 BinStatus: invalid invalid Time Elapsed(secs): 210 NearEnd LOS: 19 0 NearEnd LOF: 19 0 LOF Retrains: 0 0 Snapshot Data: Upstream Cells Received from CPE: 1489 ( 2181290043 ) Upstream % utilization: 0.7729167% Downstream Cells Transmitted to CPE: 1189 ( 4209448710 ) Downstream % utilization: 0.19485295% ATM HEC Errors: 0 ( 2793 ) Upstream Line Errors: 0 ( 25066 ) Downstream Line Errors: 0 ( 23790 ) Training Starts: 1 ( 257 ) Time Since Snapshot Counters Reset: 3 Min. 21 Sec. 2008-01-05 00:20:47 *Backhaul installed* Status changed from NEW to OPEN-Pending Partner Action Billable Dispatch changed from null to N Cause changed from null to Partner Disposition changed from null to Partner/End User Testing Requested Ticket was opened for Intermittent Problem This circuit has had no previous trouble tickets Date Connected 09/18/2006 Port was UP.Monitored the circuit the port was still up with margins and traffic. Reprovisioned the circuit the port was still up with margins and traffic. Partner please verify services with customer if problem persists call us back to further trouble shoot. 2008-01-05 12:04:37 The line still keeps bouncing up and down. Trying to make a phone call just now failed, even though internet connectivity is there (at this point; that, too, keeps going in and out every now and then). 2008-01-05 12:45:52 Called Jan still bouncing up and down. He is willing to conside trying to sync at the NID(telephone box) NID location: inside the garage, by the electrical and gas meter, 1.1, BP#25, white tag John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-01-05 17:05:28 I found a number of boxes in the garage, including one labeled telephone network box. However, there is no obvious place where I could connect the DSL modem to. There are wires going from various boxes into the walls, but that's about it. It seems to me in order to connect anything there, one would need to know what wires go where, what wires are the correct ones, then disconnect them in one place, attach a phone connector in some way etc. etc. In other words, that seems to me to be the job of a network technician, not the end customer. 2008-01-07 18:00:00 Just another update in case you can correlate with network events: For most of today, my connection has been reasonably ok (though slower than usual and with occasional packet loss). After about 4:30pm, however, it went back to dropping every ten to fifteen minutes, sometimes more frequently, making it near impossible to actually use the line for anything but the most casual web browsing. 2008-01-08 00:23:44 *Backhaul installed* Status changed from OPEN-Pending Partner Action to CLOSED-Pending Partner Verify 2008-01-08 14:10:42 Vendor meet for 1/10. Left Jan VM. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-01-08 21:23:29 Today the connection has been particularly poor; I'm currently seeing between 65 and 75% packet loss. *If* my connection happens to be up when you check this, you may be able to view ongoing pings at http://www.netmeister.org/misc/ping . I've received the broadxent and replaced the identical one I had borrowed from a friend with this new one, but so far no difference in performance (if anything, it may have gotten worse). 2008-01-09 01:23:54 *Backhaul installed* Ticket was automatically closed because it stays in 'CLOSED-Pending' state more than 24 hours. 2008-01-10 10:53:55 I have connected my laptop directly to the DSL modem (instead of through the voip box) with two different cables. I've also used two different telephone cables to connect the DSL modem to the wall jack. All of these attempts yielded the same results: connectivity is miserable, high packet loss. You can view the ongoing ping times at http://www.netmeister.org/misc/ping If you look at the times and the packet loss, you will see that connectivity appears fine for longer periods of time but then all of a sudden drops rapidly for an hour or longer. It might be a good idea to correlate these times with other network traffic. I'd also like to point out that at this time my line has been down or unusable for two weeks. This really needs to get resolved. Let's hope the on-site visit lateron today will yield results. 2008-01-10 17:06:48 Ok, so 1/10 came and went, and nobody came. Can I expect somebody to come by tomorrow? 2008-01-10 17:22:58 Morning between 8 and 11 am and 6 pm -11pm has about 65% Powercycled modem. Reseated cable between wall and modem. Run plugged and unplugged test. Opening Covad ticket. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-01-10 17:27:49 *Backhaul installed* Ticket created 2008-01-10 17:27:50 *Backhaul installed* This circuit has had 1 previous trouble tickets 2008-01-10 17:30:20 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1120 kbps Downstream / 384 kbps Upstream Margin: 8.0 dB Downstream / 16.5 dB Upstream NearEnd CV: 2395 5428 BinStatus: invalid invalid FarEnd CV: 4294957312 4294960579 BinStatus: invalid invalid Time Elapsed(secs): 61599 NearEnd LOS: 2326 4691 NearEnd LOF: 2326 4691 LOF Retrains: 10 22 Snapshot Data: Upstream Cells Received from CPE: 1017 ( 2257846661 ) Upstream % utilization: 2.8708334% Downstream Cells Transmitted to CPE: 259 ( 21486908 ) Downstream % utilization: 0.22714286% ATM HEC Errors: 0 ( 6387 ) Upstream Line Errors: 0 ( 60751 ) Downstream Line Errors: 0 ( 46533 ) Training Starts: 0 ( 2366 ) Time Since Snapshot Counters Reset: 0 Min. 38 Sec. 2008-01-10 17:31:06 *Backhaul installed* http://www.netmeister.org/misc/ping is a list of his ping times, you will see that he frequently has large packet loss. Reported by: Name: John Givins 2008-01-10 17:32:31 *Backhaul installed* Plugged: Test #1 Thu Jan 10 17:21:44 PST 2008 RESULT: FAILED - Short R-G Length: -1 ft Noise to Ground: 62.5 Unbalance: 999 % Metallic Noise: 52.2 Capacitance: 999 uF Noise Balance: 10.3 Load Coils: No Termination Type: Electronics: IDSL: No Result Summary: MTU: ERROR in test result info - Could not print results. Unplugged: Test #1 Thu Jan 10 17:22:28 PST 2008 RESULT: FAILED - Short R-G Length: -1 ft Noise to Ground: 61.8 Unbalance: 999 % Metallic Noise: 52.4 Capacitance: 999 uF Noise Balance: 9.39 Load Coils: No Termination Type: Electronics: IDSL: No Result Summary: MTU: ERROR in test result info - Could not print results. Reported by: Name: John Givins 2008-01-10 17:41:42 *Backhaul installed* Reply from 64.81.58.47: bytes=1000 time=1053ms TTL=53 Reply from 64.81.58.47: bytes=1000 time=1097ms TTL=53 Reply from 64.81.58.47: bytes=1000 time=2007ms TTL=53 Reply from 64.81.58.47: bytes=1000 time=1329ms TTL=53 Reply from 64.81.58.47: bytes=1000 time=1054ms TTL=53 Reply from 64.81.58.47: bytes=1000 time=1506ms TTL=53 Ping statistics for 64.81.58.47: Packets: Sent = 117, Received = 117, Lost = 0 (0% loss), Approximate round trip times in milli-seconds: Minimum = 308ms, Maximum = 2540ms, Average = 1154ms 2008-01-10 17:46:42 *Backhaul installed* Status changed from NEW to OPEN-Pending Partner Action Billable Dispatch changed from null to N Cause changed from null to Partner Disposition changed from null to Partner/End User Testing Requested 2008-01-10 17:47:34 *Backhaul installed* Reply from 64.81.58.47: bytes=1000 time=561ms TTL=53 Reply from 64.81.58.47: bytes=1000 time=311ms TTL=53 Reply from 64.81.58.47: bytes=1000 time=312ms TTL=53 Reply from 64.81.58.47: bytes=1000 time=751ms TTL=53 Reply from 64.81.58.47: bytes=1000 time=310ms TTL=53 Reply from 64.81.58.47: bytes=1000 time=316ms TTL=53 Reply from 64.81.58.47: bytes=1000 time=860ms TTL=53 Ping statistics for 64.81.58.47: Packets: Sent = 270, Received = 270, Lost = 0 (0% los Approximate round trip times in milli-seconds: Minimum = 307ms, Maximum = 2022ms, Average = 611ms 2008-01-10 17:48:23 *Backhaul installed* Partner/ John called in from Speakeasy, Inc. reporting Intermittent Problem Port shows up with two way traffic passing. Partner called in for the packet loss. Partner posted COOP test results, found that loop is clean. Checked for layer 2 and no issues. Pinged the IP address and monitored for 3 minutes and could not find any packet loss. Informed partner to monitor the circuit and call us back as soon as there is a packet loss. Date connected: 09/18/2006 Age of ticket : 00:00:19 Case number : 630466 Thank You Srinivas.v Covad Tech Support 2008-01-10 17:50:37 Asked Jan to call back when he is having packet loss so can get Covad dispatch, update current Covad ticket. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-01-10 21:02:15 *Backhaul installed* Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Down Actual Port Rates: 0 kbps Downstream / 0 kbps Upstream Margin: 0.0 dB Downstream / 0.0 dB Upstream Line Stability: Traffic History: Snapshot Data: Upstream Cells Received from CPE: 322 ( 2259124807 ) Upstream % utilization: Infinity% Downstream Cells Transmitted to CPE: 742 ( 22607313 ) Downstream % utilization: Infinity% ATM HEC Errors: 1 ( 6430 ) Upstream Line Errors: 33 ( 61768 ) Downstream Line Errors: 688 ( 11643 ) Training Starts: 1 ( 2443 ) Time Since Snapshot Counters Reset: 0 Min. 43 Sec. Reported by: Name: Scott McCune Email: scott.mccune@hq.speakeasy.net Phone: 800-556-5829 2008-01-10 21:21:38 Jan called in with the packet loss issue, upon checking the circuit stats I noticed that this was due to the circuit bouncing. I called Covad and spoke to Farhad who has opened an ILEC (phone company) ticket for Failed Loop Test R-G (ring to ground, basically a short). This makes little sense that the previous Covad tech said that when we posted the coop testing, the loop showed clean. ILEC commit time is 24 hours. Update by COB (close of business) tomorrow. Scott McCune Business Support Representative 1-800-556-5829 x2165 scott.mccune@hq.speakeasy.net 2008-01-11 00:23:33 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Down Actual Port Rates: 1280 kbps Downstream / 384 kbps Upstream Margin: 5.0 dB Downstream / 16.0 dB Upstream Get Status of all ports on the card Reset Port Reset Card raffic History: PM Stats: Current 24hr period Previous 24hr period NearEnd CV: 1262 0 BinStatus: invalid invalid FarEnd CV: 4294939737 0 BinStatus: invalid invalid Time Elapsed(secs): 12597 NearEnd LOS: 1579 0 NearEnd LOF: 1579 0 LOF Retrains: 0 0 Snapshot Data: Upstream Cells Received from CPE: 0 ( 2259133185 ) Downstream Cells Transmitted to CPE: 0 ( 22616028 ) ATM HEC Errors: 0 ( 6443 ) Upstream Line Errors: 0 ( 62013 ) Downstream Line Errors: 0 ( 19140 ) Training Starts: 0 ( 2459 ) ime Since Snapshot Counters Reset: 0 Min. 0 Sec. CFI Update Acknowledged 2008-01-11 00:24:25 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 128 kbps Downstream / 384 kbps Upstream Margin: 5.5 dB Downstream / 17.0 dB Upstream Get Status of all ports on the card Reset Port Reset Card raffic History: M Stats: Current 24hr period Previous 24hr period NearEnd CV: 3352 0 BinStatus: invalid invalid FarEnd CV: 4294930428 0 BinStatus: invalid invalid Time Elapsed(secs): 24165 NearEnd LOS: 3712 0 NearEnd LOF: 3712 0 LOF Retrains: 3 0 napshot Data: Upstream Cells Received from CPE: 0 ( 2260529510 ) Downstream Cells Transmitted to CPE: 0 ( 23666037 ) ATM HEC Errors: 0 ( 6510 ) Upstream Line Errors: 0 ( 64103 ) Downstream Line Errors: 0 ( 9831 ) Training Starts: 0 ( 2583 ) ime Since Snapshot Counters Reset: 0 Min. 0 Sec. 2008-01-11 00:25:04 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 128 kbps Downstream / 384 kbps Upstream Margin: 6.0 dB Downstream / 17.0 dB Upstream Get Status of all ports on the card Reset Port M Stats: Current 24hr period Previous 24hr period NearEnd CV: 3352 0 BinStatus: invalid invalid FarEnd CV: 4294930430 0 BinStatus: invalid invalid Time Elapsed(secs): 24363 NearEnd LOS: 3712 0 NearEnd LOF: 3712 0 LOF Retrains: 3 0 napshot Data: Upstream Cells Received from CPE: 62231 ( 2260591741 ) Upstream % utilization: 58.63125% Downstream Cells Transmitted to CPE: 59532 ( 23725569 ) Downstream % utilization: 168.275% ATM HEC Errors: 0 ( 6510 ) Upstream Line Errors: 0 ( 64103 ) Downstream Line Errors: 2 ( 9833 ) Training Starts: 0 ( 2583 ) ime Since Snapshot Counters Reset: 1 Min. 57 Sec. 2008-01-11 00:34:22 *Backhaul installed* Scott with Speakeasy, Inc. called in reporting intermittent connectivity. Port is down. Ticket opened for Intermittent Problem Date Connected: 09/18/2006 Monitor the circuit,port status shows up with two way traffic passing. IVR test ran by partner shows loop is testing clean. Partner to call back with customer access hour to schedule covad dispatch. Thank You Farhad Covad Technical Support Case ID:630757 2008-01-11 00:38:10 *Backhaul installed* Partner please replace the cpe if its more than 1 year old and if issue persists call back to schedule covad dispatch 2008-01-11 17:33:49 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 928 kbps Downstream / 384 kbps Upstream Margin: 8.0 dB Downstream / 16.5 dB Upstream Current 24hr period Previous 24hr period NearEnd CV: 4294907450 0 BinStatus: invalid invalid FarEnd CV: 6920 0 BinStatus: invalid invalid Time Elapsed(secs): 22936 NearEnd LOS: 5595 0 NearEnd LOF: 5595 0 LOF Retrains: 17 0 Snapshot Data: Upstream Cells Received from CPE: 10187 ( 2281088725 ) Upstream % utilization: 32.13125% Downstream Cells Transmitted to CPE: 10059 ( 46885371 ) Downstream % utilization: 13.112931% ATM HEC Errors: 0 ( 6638 ) Upstream Line Errors: 0 ( 905 ) Downstream Line Errors: 17 ( 53619 ) Training Starts: 0 ( 2701 ) Time Since Snapshot Counters Reset: 0 Min. 35 Sec 2008-01-11 17:35:57 Alright, so the second day in a row came and went when somebody was supposed to show up here and didn't. I called support, talked to Dustin. He said he had to put me on hold for a bit, so I asked him to call me back. That was a while ago. In the mean time, my line remains hardly usable and I suspect that nobody will come out over the weekend to fix this, so I'm looking at (at the very least) another three days of a DSL line that I'm paying for but that doesn't work as expected. Please credit my account for the last two weeks. And also, please get somebody to fix this. Actually showing up when they promise they would would be a nice start. 2008-01-11 17:41:13 *Backhaul installed* ******************************************************* Partner/Dustin called in reporting Intermittency on the TT Port was up with low port rates, margins and errors Plug and unplug test results showed a R-G termination Informed partner that this is not an ILEC loop issue Suggested a fresh unplug test Partner reported will call back later ******************************************************* Age of the TT: 1:00:6 Thank You Abhi Covad Technical Support 2008-01-11 17:43:21 *Backhaul installed* Unplugged: Test #1 Fri Jan 11 17:40:51 PST 2008 RESULT: FAILED - Short R-G Length: -1 ft Noise to Ground: 62 Unbalance: 999 % Metallic Noise: 52.7 Capacitance: 999 uF Noise Balance: 9.3 Load Coils: No Termination Type: Electronics: IDSL: No Result Summary: MTU: ERROR in test result info - Could not print results. Plugged: Test #1 Fri Jan 11 17:41:26 PST 2008 RESULT: FAILED - Short R-G Length: -1 ft Noise to Ground: 62 Unbalance: 999 % Metallic Noise: 52.4 Capacitance: 999 uF Noise Balance: 9.59 Load Coils: No Termination Type: Electronics: IDSL: No Result Summary: MTU: ERROR in test result info - Could not print results. Thanks, Dustin Fox Business Support Representative Speakeasy.net 800.556.5829 2008-01-11 17:50:16 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1344 kbps Downstream / 384 kbps Upstream Margin: 6.0 dB Downstream / 16.0 dB Upstream NearEnd CV: 4294907774 0 BinStatus: invalid invalid FarEnd CV: 11349 0 BinStatus: invalid invalid Time Elapsed(secs): 23949 NearEnd LOS: 5899 0 NearEnd LOF: 5899 0 LOF Retrains: 19 0 Snapshot Data: Upstream Cells Received from CPE: 186 ( 2281238182 ) Upstream % utilization: 0.0% Downstream Cells Transmitted to CPE: 861 ( 47015377 ) Downstream % utilization: 0.12619048% ATM HEC Errors: 1 ( 6642 ) Upstream Line Errors: 123 ( 1229 ) Downstream Line Errors: 754 ( 58035 ) Training Starts: 2 ( 2713 ) Time Since Snapshot Counters Reset: 3 Min. 13 Sec. CFI Update Acknowledged 2008-01-11 18:15:10 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1024 kbps Downstream / 384 kbps Upstream Margin: 8.0 dB Downstream / 16.5 dB Upstream Get Status of all ports on the card Reset Port Reset Card LOOPBACK STATUS Line Stability: Traffic History: PM Stats: Current 24hr period Previous 24hr period NearEnd CV: 4294907963 0 BinStatus: invalid invalid FarEnd CV: 4294922572 0 BinStatus: invalid invalid Time Elapsed(secs): 25371 NearEnd LOS: 6387 0 NearEnd LOF: 6387 0 LOF Retrains: 20 0 Snapshot Data: Upstream Cells Received from CPE: 0 ( 2281301765 ) Downstream Cells Transmitted to CPE: 0 ( 47071065 ) ATM HEC Errors: 0 ( 6647 ) Upstream Line Errors: 0 ( 1418 ) Downstream Line Errors: 0 ( 1975 ) Training Starts: 0 ( 2743 ) Time Since Snapshot Counters Reset: 0 Min. 0 Sec. 2008-01-11 18:19:50 *Backhaul installed* Partner/ Dustin called in from Speakeasy, Inc. reporting Intermittent Problem Port shows up. Partner called in to create an TT with ILEC for R-G. But informed that this is an false termination, we need to have an technician out to the premises to check the IW and CPE. He insisted to transfer the call to supervisor, since supervisor was busy on other call, transferred the call to the repair escalations(vimal). Date connected: 09/18/2006 Age of ticket : 1:00:36 Case number : 634182 Thank You Srinivas.v Covad Tech Support 2008-01-11 18:22:28 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1024 kbps Downstream / 384 kbps Upstream Margin: 8.0 dB Downstream / 16.5 dB Upstream Get Status of all ports on the card Reset Port Reset Card LOOPBACK STATUS Line Stability: Traffic History: PM Stats: Current 24hr period Previous 24hr period NearEnd CV: 4294907963 0 BinStatus: invalid invalid FarEnd CV: 4294922572 0 BinStatus: invalid invalid Time Elapsed(secs): 25371 NearEnd LOS: 6387 0 NearEnd LOF: 6387 0 LOF Retrains: 20 0 Snapshot Data: Upstream Cells Received from CPE: 0 ( 2281301765 ) Downstream Cells Transmitted to CPE: 0 ( 47071065 ) ATM HEC Errors: 0 ( 6647 ) Upstream Line Errors: 0 ( 1418 ) Downstream Line Errors: 0 ( 1975 ) Training Starts: 0 ( 2743 ) Time Since Snapshot Counters Reset: 0 Min. 0 Sec. 2008-01-11 18:32:13 Jan called in to see why no one came out today. He asked me to check into this and call him back. I looked in on the ticket and found that the Covad rep made no mention of dispatching the ILEC out. I called Covad and spoke with HTMT Abhi. He reported that a ring to ground issue cannot be intermittent, even though that is what is going on. I ended the call. I called Jan back and ran fresh plug/unplug tests and posted them into the ticket. I then called Covad back and spoke with HTMT Sirini. He wanted to schedule a Covad dispatch this time. I asked to speak to his Supervisor, he transfered me to Vimal in escalations. He reported that he could not open an ILEC trouble ticket because he believes it to be a Covad Issue and could not contact level 2 escalations because they are closed. Thanks, Dustin Fox Business Support Representative Speakeasy.net 800.556.5829 2008-01-11 18:35:57 At Dustin's request, I have called the Covad escalation department to continue to move towards a resolution. Thank You, Zac B Business Support Representative Toll Free --> 1.800.556.5829 x 2169 email --> zbanks@hq.speakeasy.net 2008-01-11 18:54:41 *Backhaul installed* *plugged* Test #1 Fri Jan 11 18:53:48 PST 2008 RESULT: FAILED - Short R-G Length: -1 ft Noise to Ground: 62.7 Unbalance: 999 % Metallic Noise: 53.9 Capacitance: 999 uF Noise Balance: 8.8 Load Coils: No Termination Type: Electronics: IDSL: No Result Summary: MTU: ERROR in test result info - Could not print results. *unplugged* Test #1 Fri Jan 11 18:54:18 PST 2008 RESULT: FAILED - Short R-G Length: -1 ft Noise to Ground: 62.4 Unbalance: 999 % Metallic Noise: 53.6 Capacitance: 999 uF Noise Balance: 8.8 Load Coils: No Termination Type: Electronics: IDSL: No Result Summary: MTU: ERROR in test result info - Could not print results. 2008-01-11 18:55:29 *Backhaul installed* Partner Dunstin from Speakeasy called in for assistance. ******************************************** Problem Type: Intermittent Problem Date Connected: 09/18/2006 ******************************************** Partner/Dustin called in for assistance. -- Partner informed that he had performed plug and unplug test. -- Both the test results were posted on the ticket. * Plug test showed Termintaion (R-G) * Unplug test showed Termintaion (R-G) -- Hence partner asked to open an ILEc TT to check the Loop which was logic. -- Monitored the circuit port was up with good two way traffic passing, However it was intermittent. --Informed the same to partner and tried to convince him regarding the test results that was on the ticket which showed Termination, where as port was up. -- In this case according to process we schedule a covad dispatch,Hence recommended the same. -- partner was not willing for a covad dispatch and insisted again and again for an ILEC dispatch. -- Aksed partner to bring the customer online to perform an Unplug test for which he never co-operated and was very rude stating he would not contact customer at any cost. -- Partner did not seem to understand the concern and went on insisting for an ILEC dispatch. *** Strongly denied an ILEC TT so partner asked to transfer him over to LEVEL2 where as it was closed for the day. Asked him to contact during business hours for further assistance. ** Partner agreed to call back. ********************************************* Case Number: 634225 Thank you Vimal Covad Technical Support. CFI Update Acknowledged 2008-01-11 18:56:14 *Backhaul installed* Part 2 of 2: TeleSurfer Pro 1.5/384 Dedicated Loop Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Down Actual Port Rates: 0 kbps Downstream / 0 kbps Upstream Margin: 0.0 dB Downstream / 0.0 dB Upstream Line Stability: Traffic History: Snapshot Data: Upstream Cells Received from CPE: 202257 ( 2281587683 ) Upstream % utilization: Infinity% Downstream Cells Transmitted to CPE: 188901 ( 47458871 ) Downstream % utilization: Infinity% ATM HEC Errors: 7 ( 6655 ) Upstream Line Errors: 48 ( 1476 ) Downstream Line Errors: 4059 ( 8981 ) Training Starts: 12 ( 2767 ) Time Since Snapshot Counters Reset: 23 Min. 19 Sec. 2008-01-11 18:56:14 *Backhaul installed* Part 1 of 2: cs Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 896 kbps Downstream / 384 kbps Upstream Margin: 8.0 dB Downstream / 14.5 dB Upstream Line Stability: Traffic History: Snapshot Data: Upstream Cells Received from CPE: 49522 ( 2281434948 ) Upstream % utilization: 57.527084% Downstream Cells Transmitted to CPE: 61817 ( 47331787 ) Downstream % utilization: 30.758928% ATM HEC Errors: 0 ( 6648 ) Upstream Line Errors: 0 ( 1428 ) Downstream Line Errors: 27 ( 4949 ) Training Starts: 0 ( 2755 ) Time Since Snapshot Counters Reset: 1 Min. 35 Sec. DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 288 kbps Downstream / 384 kbps Upstream Margin: 6.5 dB Downstream / 15.0 dB Upstream Line Stability: Traffic History: Snapshot Data: Upstream Cells Received from CPE: 131562 ( 2281516988 ) Upstream % utilization: 16.672916% Downstream Cells Transmitted to CPE: 126450 ( 47396420 ) Downstream % utilization: 21.494444% ATM HEC Errors: 7 ( 6655 ) Upstream Line Errors: 48 ( 1476 ) Downstream Line Errors: 3999 ( 8921 ) Training Starts: 11 ( 2766 ) Time Since Snapshot Counters Reset: 14 Min. 26 Sec. DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: 2008-01-11 19:12:55 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Down Actual Port Rates: 0 kbps Downstream / 0 kbps Upstream Margin: 0.0 dB Downstream / 0.0 dB Upstream Get Status of all ports on the card Reset Port Reset Card LOOPBACK STATUS Line Stability: Traffic History: PM Stats: Current 24hr period Previous 24hr period NearEnd CV: 436 0 BinStatus: invalid invalid FarEnd CV: 15402 0 BinStatus: invalid invalid Time Elapsed(secs): 3704 NearEnd LOS: 960 0 NearEnd LOF: 960 0 LOF Retrains: 1 0 Snapshot Data: Upstream Cells Received from CPE: 58069 ( 2281649905 ) Upstream % utilization: Infinity% Downstream Cells Transmitted to CPE: 40095 ( 47502189 ) Downstream % utilization: Infinity% ATM HEC Errors: 9 ( 6666 ) Upstream Line Errors: 309 ( 1854 ) Downstream Line Errors: 6370 ( 17812 ) Training Starts: 20 ( 2792 ) Time Since Snapshot Counters Reset: 13 Min. 33 Sec. CFI Update Acknowledged 2008-01-11 19:27:52 *Backhaul installed* LCON Jan (415) 425-0712 2008-01-11 19:31:01 *Backhaul installed* NID access 1/12 8-5 1/13 8-5 2008-01-11 19:34:23 I called and spoke to Gary at level one repair escalations. Gary has agreed to open an ILEC ticket . I was unable to contact Jan to verify NID access. In the interest of expediting this, I am have listed NID availability as sat and sun 8-5. ILEC tt opened with a commit time of 9pm tomorrow. Thank You, Zac B Business Support Representative Toll Free --> 1.800.556.5829 x 2169 email --> zbanks@hq.speakeasy.net 2008-01-11 19:34:39 *Backhaul installed* Est. Repair Time: 01/12/2008 9:00:00 pm 2008-01-11 19:34:39 I called Jan and left a voice message asking that he call in to confirm NID access. Thank You, Zac B Business Support Representative Toll Free --> 1.800.556.5829 x 2169 email --> zbanks@hq.speakeasy.net 2008-01-11 19:47:26 *Backhaul installed* Department changed from TAC to ILEC Repair Assignee changed from Further Troubleshooting to TAC ILEC PacBell Status changed from OPEN-Pending Partner Action to OPEN-Pending Vendor Fix ------------------------------- 2008-01-11 19:48:16 *Backhaul installed* Zac from Speakeasy called in for intermittent issue and requested a ILEC TT. Date connected:09/18/2006. Verified that the port was fluctuating between Up and Down. The IVR test results from the partner showed that plug test is resulting in termiantion and the unplug test is also resulting in Termination. so opened a ILEC TT for false Termination for DPO to prove sync till the DMARC and coop test requested. Commit is for 01/12/2008 9:00:00 pm. Informed the same to partner. LCON Jan (415) 425-0712 NID access 1/12 8-5 1/13 8-5 Thank You Covad Customer Service Gary Age of TT: 1:2:19 2008-01-11 19:52:36 *Backhaul installed* Case Number: 634280 2008-01-11 20:50:28 Tomorrow is fine. I'll make sure somebody's here to let them in if they actually show up. Please note that since this is an issue of intermittent connectivity, it's entirely possible that the technician shows up and the line happens to be fine at that point in time. This should not be taken as a sign that everything is permanently in order, though. 2008-01-12 15:16:31 *Backhaul installed* Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1216 kbps Downstream / 384 kbps Upstream Margin: 11.0 dB Downstream / 18.0 dB Upstream Current 24hr period Previous 24hr period NearEnd CV: 5859 0 BinStatus: invalid invalid FarEnd CV: 60451 0 BinStatus: invalid invalid Time Elapsed(secs): 75801 NearEnd LOS: 6089 0 NearEnd LOF: 6089 0 LOF Retrains: 13 0 Upstream Cells Received from CPE: 158159 ( 2319614586 ) Upstream % utilization: 42.620834% Downstream Cells Transmitted to CPE: 158730 ( 90065771 ) Downstream % utilization: 13.528948% ATM HEC Errors: 0 ( 7262 ) Upstream Line Errors: 0 ( 7277 ) Downstream Line Errors: 0 ( 62861 ) Training Starts: 0 ( 3102 ) Time Since Snapshot Counters Reset: 6 Min. 49 Sec. 2008-01-12 15:22:59 Jan called in to get an update on the ticket. He said he was told the dispatch was 9-5, and I told him that the commit time was technically 9pm. I asked him to give us a call at 9pm tonight for the update, and he was very upset that he wasn't told this earlier. Thanks, Jessica Bourne Business Support Rep. 1-800-556-5829 x2133 JBourne@hq.speakeasy.net 2008-01-12 15:29:48 If the commit time is "technically" 9pm, then I should have been told so in the beginning. This is the third day in a row that I'm told to be at home and expect somebody to come by between 9am and 5pm, and now it turns out I'm supposed to sit here and wait until 9pm. Jessica also told me that the dispatch may depend on "the weather out there" and that if the "roads aren't clear" they might not come. I don't know what state Covad intends to travel through, but here in San Francisco it's a fairly beautiful day and I can't even remember the last time the weather could actually have kept anybody from going anywhere. 2008-01-12 15:35:12 *Backhaul installed* Department changed from ILEC Repair to TAC Assignee changed from TAC ILEC PacBell to Further Troubleshooting Status changed from OPEN-Pending Vendor Fix to OPEN-Pending End User Availability Cause changed from null to Partner Disposition changed from null to End User/NID Availability Requested Problem type : Intermittent Problem Date Connected: 09/18/2006 Port was Bouncing Both Plugged and Unplugged test showed Terminated Opened an ILEC TT for False Termination 01/12/2008 - Verified the status of ILEC TT through gui and the status : Pending Dispatch Estimated Repair: 01/12/2008 21:00 Cancelled the ILEC TT through gui Partner an ILEC TT is not required at this time as the Port is Up -Since the Loop test showed False Termination, this may be issue with IW -Hence we recommend a COVAD dispatch -And moreover there was no previous Covad dispatches before on this Circuit after the Install Currently Port Status: Up Tried calling Partner/Speakeasy @ (206)728-9770 to get the Auterization and Access hours for Covad dipatch -Unable to reach an Agent due to long hold on IVR Partner please provide Customers Access availability and Auterization to check the IW and CPE inorder to Schedule a Covad dispatch Thank you. (Please provide the Customers availability in four-hour windows from Monday - Friday 9am-01pm or 12pm-4pm). Baiju TTMT 2008-01-12 17:36:11 Somebody from Covad called me. We played the old 'unplug the DSL modem' game, then he went back to check with the phone company to see if somebody would come out today. He then called me back to tell me what I already knew: that for the third day in a row nobody would come. He said he rescheduled with them for tomorrow. I have no idea why I have to deal with Covad directly and why it's not Speakeasy that takes care of this. 2008-01-12 18:27:46 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 800 kbps Downstream / 384 kbps Upstream Margin: 9.0 dB Downstream / 10.0 dB Upstream Current 24hr period Previous 24hr period NearEnd CV: 6982 0 BinStatus: invalid invalid FarEnd CV: 14500 0 BinStatus: invalid invalid Time Elapsed(secs): 82470 NearEnd LOS: 6994 0 NearEnd LOF: 6994 0 LOF Retrains: 16 0 Snapshot Data: Upstream Cells Received from CPE: 0 ( 2323095609 ) Downstream Cells Transmitted to CPE: 0 ( 93578627 ) ATM HEC Errors: 0 ( 7582 ) Upstream Line Errors: 0 ( 8359 ) Downstream Line Errors: 0 ( 16902 ) Training Starts: 0 ( 3153 ) Time Since Snapshot Counters Reset: 0 Min. 0 Sec. 2008-01-12 18:28:10 *Backhaul installed* Test #1(PLUG TEST) Sat Jan 12 19:09:56 CST 2008 RESULT: FAILED - Short R-G Length: -1 ft Noise to Ground: 62.6 Unbalance: 999 % Metallic Noise: 53.1 Capacitance: 999 uF Noise Balance: 9.5 Load Coils: No Termination Type: Electronics: IDSL: No Result Summary: MTU: ERROR in test result info - Could not print results. ----------------------------------------------------- Test #2(UNPLUG TEST) Sat Jan 12 19:12:47 CST 2008 RESULT: FAILED - Short R-G Length: -1 ft Noise to Ground: 62.6 Unbalance: 999 % Metallic Noise: 53 Capacitance: 999 uF Noise Balance: 9.59 Load Coils: No Termination Type: Electronics: IDSL: No Result Summary: MTU: ERROR in test result info - Could not print results. 2008-01-12 19:37:36 *Backhaul installed* Partner Micheal from Speakeasy called in for update on the ticket. ******************************************** Problem Type: Intermittent Problem Date Connected: 12/11/2007 ******************************************** Checked the previous notes and found that there is a covad dispatch scheduled on 01/14/2008 between 12-16. But when checked the task found that the dispatch was locked between 9-1, instead of 12-16. Inormed partner that the dispatch is locked on 01/14/2008 between 9-1 due to application issue. Partner informed that the customer is available on 01/14/2008 between 12-16 and 01/15/2008 between 9-1. Hence partner requested to cancel the current dispatch and schedule covad dispatch on 01/15/2008 between 9-1. Checked and found that there is an availability on 01/15/2008 between 9-1. Hence locked the dispatch on 01/15/2008 between 9-1. But due to application issue, the dispatch was locked on 01/15/2008 between 12-16. Informed partner that the dispatch is locked on 01/15/2008 between 12-16. Informed partner that the dispatch will be locked on 01/15/2008 between 12-16. Reequested partner to contact dispatch department during business hours and have the dispatch confirmed for 01/15/2008 between 9-1. Currently dispatch is locked on 01/15/2008 between 12-16. ********************************************* Case ID: 635300 Ticket Age: 00:7:57 ********************************************* Thank You Vimal Covad Technical Support. 2008-01-12 19:38:33 *Backhaul installed* Please IGNORE THE PREVIOUS NOTES ****************************** 2008-01-12 20:01:04 *Backhaul installed* Part 2 of 2: pair Time: 01/13/2008 9:00:00 pm Reequested ILEC to send out the tech tomorrow early in the morning. ILEC informed that she cannot assure that the tech will be at site early in the morning as there are only ew technician working during weekends. But ILEC reported that she put in a request that we requested for morning dispatch. ILEC informed to check back tomorrow(01/13/2008 by 7PM for update on the ticket. ----------------------------------------- Hence partner please check back 01/13/2008 by 7 PM for update on the ticket. ********************************************** Ticket Age (DD:HH:MM): 2:2:10 ********************************************** Thank You Vimal Covad Technical Support. 2008-01-12 20:01:04 *Backhaul installed* Part 1 of 2: **************FOLLOW UP********************** Problem type : Intermittent Problem Date Connected: 09/18/2006 ********************************************** ------------------------------------ There was an ILEC TT opened for false termination. Estimated Repair: 01/12/2008 21:00. ------------------------------------ Checked the previous notes and found that the ILEC TT was cancelled as the ILEC TT is not required at this time as the Port is Up ------------------------------------- Currently port is up with poor port rates and margins. Called up Customer(Jan) and performed plug and unplug test. Plug test shows Short R-G. Unplug test shows short R-G. ------------------------------------- Checked the status of the ILEC TT through the GUI and found that the ticket is already closed. Hence called up ILEC and spoke to Joana to redispatch the ILEC Tech. ILEC reported that the status is in EBV sstatus. Hence ILEC requested me to denied the closure of the ILEC TT. Informed ILEC that we are unable to denied the closure of the ILEC TT as the ILEC TT is already closed. ILEC informed that the check back after some time. -------------------------------------- Tried open another ILEC TT as the ILEC ticket is closed. Got an error:- Trouble ticket already open on this number. Hence called up ILEC again and spoke to Therasa. She informed that the ticket is in EBV status and they will not be able to close the ticket or deny the ticket. --------------------------------------- Tried opening ILEC TT after 2 hours. Still got same error. Hence called up ILEC and spoke to Therasa. Reequested ILEC to close the ILEC Ticket manually as we are unable to close it. ILEC closed the ILEC TT. ILEC reequested to open another ILEC TT. ---------------------------------------- Hence created another ILEC TT for Hard Ground. Est. Re 2008-01-14 08:49:18 On Sunday morning, Damien from ATT showed up, took a look at the boxes in the garage, determined that the problem was between the house and a box outside a block away and fixed it. (I think he said he just switched me to a different cable.) Since then my connection has improved and I'm on longer seeing the massive packet loss I used to see. However, I still see some packet loss and also ping times much higher than I usually see. See http://www.netmeister.org/misc/ping and you will see that my average round-trip time fluctuates significantly and frequently is well over 500ms. This also seems to impact the voip quality -- while making phone calls is currently possible, it does cut out frequently. 2008-01-14 20:21:51 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1536 kbps Downstream / 384 kbps Upstream Margin: 21.5 dB Downstream / 19.0 dB Upstream Get Status of all ports on the card Reset Port Reset Card LOOPBACK STATUS Line Stability: Traffic History: PM Stats: Current 24hr period Previous 24hr period NearEnd CV: 0 0 BinStatus: valid valid FarEnd CV: 63 62 BinStatus: valid valid Time Elapsed(secs): 11937 NearEnd LOS: 0 0 NearEnd LOF: 0 0 LOF Retrains: 0 0 Snapshot Data: Upstream Cells Received from CPE: 15683 ( 2398553573 ) Upstream % utilization: 91.09375% Downstream Cells Transmitted to CPE: 15327 ( 166651871 ) Downstream % utilization: 22.248959% ATM HEC Errors: 0 ( 8438 ) Upstream Line Errors: 0 ( 13788 ) Downstream Line Errors: 0 ( 65170 ) Training Starts: 0 ( 3425 ) Time Since Snapshot Counters Reset: 0 Min. 19 Sec. 2008-01-14 20:36:32 *Backhaul installed* **************FOLLOW UP********************** Problem type : Intermittent Problem Date Connected: 09/18/2006 ********************************************** Found that there is an ILEC TT opened for hard ground. Called up ILEC and spoke to steve. ILEC informed that the ticket was closed. Technician had reported that Hard short on the F2.. Hence ILEC Tech had changed the F2 cable pair. *********************************************** Currently port is up with good margins with 2 way traffic. Assumed plug test shows open at 12200 ft. *********************************************** Called up Speakeasy, but was not able to reach any agent due to long hold. Partner please verify the service with the customer and call back if issue persist. *********************************************** Ticket Age (DD:HH:MM): 4:3:7 *********************************************** Thank You Vimal Covad Technical Support. 2008-01-16 08:25:40 In addition to the high ping times and the poor quality on the phone, I now also appear to be unable to make international phone calls. When dialing numbers in Germany, I get a message saying "You are unable to make this call. Please contact your system administrator.". I haven't gotten an update on this ticket from Speakeasy since last Friday -- could somebody please take a look at this? 2008-01-16 11:12:09 2008-01-16 10:57:31 - (customer) Hello, As you should know from ticket 2079061, my line has been unusable for the last two weeks. Yet I just received a standard bill -- I should be credited until my line is fully functional. Thanks, -Jan 2008-01-17 17:05:28 Upstream % utilization: 100.479164% Need to bring upstream utilization down. Jan will look at his upstream utilization and we will discusss it tomorrow. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-01-17 21:07:14 *Backhaul installed* Status changed from OPEN-Pending Partner Action to CLOSED-Pending Partner Verify 2008-01-18 21:07:38 *Backhaul installed* Ticket was automatically closed because it stays in 'CLOSED-Pending' state more than 24 hours. 2008-01-19 08:51:55 Please see Ticket 2095321 -- I'm still being billed, when clearly my service has been unusable for an extended period of time. Until this is resolved, my account should not be billed. 2008-01-19 11:56:21 Left Jan vm asking about what he found out about his upstream utilization and how his connection is working. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-01-19 19:31:23 Looking into the line utilization, I found that a service that I thought I had throttled to 100 Mb/s was actually throttled to 100 MB/s, thus accounting for the high upstream utilization. (This service has been active only for a few days, so it doesn't explain the poor performance of the voip previous to this whole incident.) Now of course I can throttle the service, but this brings up a point that I'd like to have clarified: it is obvious that if I want to have a functional VoIP connection, I must not use my DSL line's upstream (for which I'm paying) to full capacity. (a) Where on your website can I find this noticed? I don't recall having seen this mentioned, and I probably wouldn't have signed up for VoIP had I known the fickleness of the service. (b) What is the de-facto upstream speed that I need to remain under in order to have my VoIP quality not be impacted? 50% of available upstream bandwidth? 100 Mb/s ? Where do you have these numbers? (c) Why am I paying for a DSL line with a certain upstream capacity if in effect I can't use that capacity? Finally, why has my account still not been credited for the time that the service was unavailable? 2008-01-24 14:45:44 Jan credit issued: Total prorated credit amount for the date range: -57.26 Description Amount Prorated Credit Amount VoIP Monthly Service Charge 27.95 -17.13 VoIP Regulatory Compliance Fee 6.20 -3.80 Monthly DSL Line Charge 55.95 -34.29 Regulatory Compliance Fee 3.33 -2.04 Jan found his line unusable from 12/26 until 1/13 and would like to be credited for that time. Credit issued. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-01-25 14:05:30 I just tried to make a phone call. Knowing that I can't have any outbound traffic while on the phone, I stopped all services and verified that in fact my line utilization was close to 0 (minus a few keep-alive packets going out). In spite of that, I was unable to actually make the phone call. The connection was terrible and went in and out, full of static and I eventually had to hang up and revert to my cell phone. It seems to me there is still a problem with the line -- it just doesn't seem to be good enough to actually use the phone. 2008-01-25 16:25:02 Tried calling Jan on the VoIP phone ot see how it sounds, no answer. Will try again tomorrow. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-01-26 11:35:34 Called Jan on VoIP phone again, got the vm again. Left VM have yet to have conversation on VoIP line. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-01-29 15:31:15 SEnt email: Hello Jan I have been trying to call you on the VoIP line to hear the quality of the connection. How is it working for you? Thank you John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-01-31 16:22:35 Had email reply from Jan: John Givins wrote: > I have been trying to call you on the VoIP line to hear the quality of > the connection. I had some power adapters break and the line was down from Sunday evening until Wednesday morning. > How is it working for you? It's usable at the moment. Not particularly good quality, but usable. I'll see how it'll be lateron today -- I have a number of conference calls this afternoon that will span a few hours. -Jan John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-01 10:31:32 Yesterday the phone was mostly usable, but conversation was interrupted every once in a while with very loud static. Unlike most of the time, though, it actually didn't drop out completely. On the other hand, today the regular internet connection is again very slow. I'm seeing ping times in the 2-7K ranges (as in 2-7 *seconds*). I've started to log these again at http://www.netmeister.org/misc/ping2 2008-02-01 13:49:00 Just tried to make a call - it didn't even complete the first time and when it did, it was unusable due to static and the connection going in and out and dropping. Given the ping times, that is not surprising. 2008-02-01 16:19:07 Changed VoIP QofS from 1500 to 1344. Sounded better, I will check back with Jan tomorrow. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-02 16:31:38 Called Jan on VoIP and the call dropped. Called back and got through with good quality. Jan will monitor the call quality for a couple of days. At times, hard to complete call; call does not connect. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-05 14:22:34 Called Jan on the VoIP line. Left VM asking how the call quality has been. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-05 15:51:36 Called Jan on VoIP line, it still drops phrases in conversations. Actually spoke with Paula since Jan was at work. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-07 14:04:31 Called Jan on VoIP line. It still drops out some, makes it very hard to have conference calls. Changed QoS to 1100. will Call Jan back on Saturday. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-08 09:56:35 As another sign of the fluctuating quality of the line, I'm now again seeing ping times in the multi-seconds (as in thousands of miliseconds). See http://www.netmeister.org/misc/ping3 (ping and ping2 are still there, too). 2008-02-08 16:02:33 Sent Jan email: Hello Jan Would it be possible to go down to a single computer attached directly to the mode so we can attempt to Isolate what is causing the jitter? Thank you John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-10 12:40:30 Called Jan and left VM. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-11 14:20:47 Appending my reply to John's email: While it's of course possible, it would be really quite inconvenient. What's the current theory? If you believe that traffic generated on the internal network causes the problem, then that problem will return once the original setup is restored. Since the VoIP box is the device that's attached directly to the DSL modem, shouldn't it be able to prioritize any traffic in order to make sure the voice quality is sufficient? 2008-02-11 14:21:43 In the last 30 minutes, I've once again seen very high ping times. As per John's voice mail, I'm now pinging 64.81.79.2 -- see results at http://www.netmeister.org/misc/ping4 2008-02-11 16:17:31 Went over the ping times that he has posted. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-11 16:41:47 Called about an hour ago. The system tells me that I don't have to stay on hold, that you will call me back. I'm delighted! So now the system calls me and... puts me on hold. That seems to be missing the point of calling me back. 2008-02-12 15:12:42 Need to develop a plan on isolating where the problem is. Ping times are frequently high for unclear reasons. Would it be possible to speak on the VoIP phone with no computers attached? John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-12 21:28:57 Sure, possible. But since ping times are not predictably high at any given time, the possibility exists that we speak on the voip line with no computers attached and no problems, but that wouldn't necessarily mean much. 2008-02-13 10:01:19 And in todays episode of "I really can't rely on my network connection at all" I'm seeing up to 25% packet loss: $ egrep "(loss|2008|round)" ping4 Wed Feb 13 09:34:08 PST 2008 200 packets transmitted, 199 packets received, 0.5% packet loss round-trip min/avg/max/stddev = 14.326/91.711/2674.752/338.041 ms Wed Feb 13 09:37:37 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 13.910/45.340/996.073/113.872 ms Wed Feb 13 09:40:56 PST 2008 200 packets transmitted, 178 packets received, 11.0% packet loss round-trip min/avg/max/stddev = 14.138/20.115/236.479/19.400 ms Wed Feb 13 09:44:25 PST 2008 200 packets transmitted, 120 packets received, 40.0% packet loss round-trip min/avg/max/stddev = 14.300/21.655/244.778/26.296 ms Wed Feb 13 09:47:54 PST 2008 200 packets transmitted, 165 packets received, 17.5% packet loss round-trip min/avg/max/stddev = 14.485/20.688/275.450/27.945 ms Wed Feb 13 09:51:23 PST 2008 200 packets transmitted, 185 packets received, 7.5% packet loss round-trip min/avg/max/stddev = 13.964/17.123/91.349/6.325 ms Wed Feb 13 09:54:54 PST 2008 200 packets transmitted, 147 packets received, 26.5% packet loss round-trip min/avg/max/stddev = 13.952/22.019/383.504/34.090 ms Wed Feb 13 09:58:24 PST 2008 2008-02-14 11:57:15 Again, I'm seeing packet loss. This has now become the new regular thing. The DSL line (and obviously together with this, my telephone) has become completely unreliable -- I never know when or if I will be able to maintain a connection. $ egrep "(PST|loss|round)" ping4 200 packets transmitted, 181 packets received, 9.5% packet loss round-trip min/avg/max/stddev = 14.650/40.776/678.874/98.650 ms Thu Feb 14 11:40:11 PST 2008 200 packets transmitted, 166 packets received, 17.0% packet loss round-trip min/avg/max/stddev = 14.337/22.751/412.511/34.445 ms Thu Feb 14 11:43:40 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.043/21.220/231.403/20.307 ms Thu Feb 14 11:46:59 PST 2008 200 packets transmitted, 147 packets received, 26.5% packet loss round-trip min/avg/max/stddev = 14.763/89.464/705.169/162.418 ms Thu Feb 14 11:50:28 PST 2008 200 packets transmitted, 162 packets received, 19.0% packet loss round-trip min/avg/max/stddev = 14.246/87.661/622.760/172.445 ms Thu Feb 14 11:53:58 PST 2008 2008-02-14 17:18:33 By the way, do I need to open a separate ticket to get my account credited? 2008-02-14 20:06:58 2008-02-14 18:37:45 - (customer) As you can see from ticket 2079061, I'm experiencing continued problems. Yet I was billed a full amount for the billing period of December/January. I requested to be credited, and as noted in ticket 2079061, I should have been credited. Since the issues were not yet resolved, I did not make a payment, yet today I find that my credit card statement shows that on 2008-02-02 my credit card was billed the full amount. This payment also shows up at https://www.speakeasy.net/myspeak/payment/invoices.mpl?action=print_pymt&pmt_id=4361629&sid=1ec9a377ce6fdbe1a231e8cd47c90661eb1 It seems to me that your system of automatically charging my credit card kicked in, when it clearly shouldn't have: (a) I have repeatedly tried to get my credit card removed from this account, so that you cannot charge it unless I explicitly make a payment. Right now, there should not be a valid credit card on file (though there is an expired card on file). I also have automated payment disabled. (b) My service is still unacceptable. The phone is hardly usable at all and the network connection appears to bounce up and down and I can never predict whether I will be able to use it or not. Please credit my card with the amount for the payment you charged (without my authorization). Please also review ticket 2079061 and credit my account for the continued problems. 2008-02-15 14:33:21 Sent Jan email John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-17 11:35:46 I played phone-tag with John for a while. He had me reboot the DSL modem while he was running some line tests. After the DSL modem was powercycled, he was going to call me back on the VoIP line. That was not successfull -- he left me a voice mail on my cell phone that the VoIP line was busy. However, I was not using the VoIP line. This is just another example of the problems I'm seeing: sometimes phone calls to my VoIP line cannot be completed, sometimes may be busy (when in fact the line is not in use) etc. etc. I also still need a clarification as to why my credit card was charged on February 2nd and why it was charged $93.43, when, as stated in this ticket, I should have received a credit of $57.26. 2008-02-17 13:49:53 Called Jan, trying increasing upload speed to 768 until Tuesday to see how that does with service. Also ran plugged and unplugged tests. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-18 17:00:43 While I was able to make a phone call earlier with fairly decent quality, I'm now once again seeing a lot of packet loss: Mon Feb 18 16:20:06 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 11.680/16.324/326.802/22.097 ms Mon Feb 18 16:23:27 PST 2008 200 packets transmitted, 178 packets received, 11.0% packet loss round-trip min/avg/max/stddev = 11.911/16.462/363.118/26.162 ms Mon Feb 18 16:26:56 PST 2008 200 packets transmitted, 123 packets received, 38.5% packet loss round-trip min/avg/max/stddev = 12.063/31.628/411.969/74.316 ms Mon Feb 18 16:30:25 PST 2008 200 packets transmitted, 180 packets received, 10.0% packet loss round-trip min/avg/max/stddev = 11.659/14.389/22.397/1.370 ms Mon Feb 18 16:34:03 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 11.876/17.972/298.391/27.008 ms Mon Feb 18 16:37:22 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 12.135/18.336/276.233/22.664 ms Mon Feb 18 16:40:41 PST 2008 200 packets transmitted, 173 packets received, 13.5% packet loss round-trip min/avg/max/stddev = 11.889/15.450/120.095/8.888 ms Mon Feb 18 16:44:10 PST 2008 200 packets transmitted, 161 packets received, 19.5% packet loss round-trip min/avg/max/stddev = 11.749/14.842/16.640/1.012 ms Mon Feb 18 16:47:44 PST 2008 200 packets transmitted, 161 packets received, 19.5% packet loss round-trip min/avg/max/stddev = 11.871/16.794/244.433/18.642 ms Mon Feb 18 16:51:13 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 11.692/15.446/198.952/13.122 ms Mon Feb 18 16:54:32 PST 2008 200 packets transmitted, 159 packets received, 20.5% packet loss round-trip min/avg/max/stddev = 12.047/15.381/112.512/8.150 ms Mon Feb 18 16:58:04 PST 2008 Obviously, with such high packet loss it's impossible to either use the network connection nor make phone calls. 2008-02-19 12:58:44 And I'm again seeing packet loss that makes the line unusable: Tue Feb 19 12:09:16 PST 2008 200 packets transmitted, 159 packets received, 20.5% packet loss round-trip min/avg/max/stddev = 13.057/19.112/125.035/12.568 ms Tue Feb 19 12:12:45 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 12.481/17.361/45.957/5.458 ms Tue Feb 19 12:16:09 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 12.399/51.068/637.097/136.092 ms Tue Feb 19 12:19:28 PST 2008 200 packets transmitted, 141 packets received, 29.5% packet loss round-trip min/avg/max/stddev = 11.853/51.943/1093.745/163.343 ms Tue Feb 19 12:22:57 PST 2008 200 packets transmitted, 162 packets received, 19.0% packet loss round-trip min/avg/max/stddev = 12.502/75.406/817.988/131.152 ms Tue Feb 19 12:26:33 PST 2008 200 packets transmitted, 131 packets received, 34.5% packet loss round-trip min/avg/max/stddev = 11.742/60.249/726.321/112.810 ms Tue Feb 19 12:30:02 PST 2008 200 packets transmitted, 106 packets received, 47.0% packet loss round-trip min/avg/max/stddev = 12.174/170.767/1357.045/264.662 ms Tue Feb 19 12:33:36 PST 2008 200 packets transmitted, 159 packets received, 20.5% packet loss round-trip min/avg/max/stddev = 11.985/203.206/1414.233/290.136 ms Tue Feb 19 12:37:05 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 11.847/562.224/1007.796/305.060 ms 2008-02-19 14:21:03 *Backhaul installed* Ticket created 2008-02-19 14:21:04 *Backhaul installed* This circuit has had 2 previous trouble tickets 2008-02-20 04:22:29 *Backhaul installed* Previous ticket summary ---------------------------------- No.of previous tickets:2 No.of Covad dispatch:0 No.of ILEC TT :1 Any previous TNF: No 2008-02-20 04:23:45 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1536 kbps Downstream / 768 kbps Upstream Margin: 14.5 dB Downstream / 8.5 dB Upstream PM Stats: Current 24hr period Previous 24hr period NearEnd CV: 128 273 BinStatus: invalid invalid FarEnd CV: 8409 4294934088 BinStatus: invalid invalid Time Elapsed(secs): 24093 NearEnd LOS: 154 1382 NearEnd LOF: 154 1382 LOF Retrains: 1 2 Snapshot Data: Upstream Cells Received from CPE: 0 ( 2982470539 ) Downstream Cells Transmitted to CPE: 0 ( 679637807 ) ATM HEC Errors: 0 ( 8525 ) Upstream Line Errors: 0 ( 19097 ) Downstream Line Errors: 0 ( 38206 ) Training Starts: 0 ( 4048 ) Time Since Snapshot Counters Reset: 0 Min. 0 Sec. 2008-02-20 04:24:17 *Backhaul installed* Snapshot Data: Upstream Cells Received from CPE: 50692 ( 2982521231 ) Upstream % utilization: 52.779167% Downstream Cells Transmitted to CPE: 14052 ( 679651859 ) Downstream % utilization: 7.315104% ATM HEC Errors: 0 ( 8525 ) Upstream Line Errors: 0 ( 19097 ) Downstream Line Errors: 0 ( 38206 ) Training Starts: 0 ( 4048 ) Time Since Snapshot Counters Reset: 0 Min. 53 Sec. 2008-02-20 04:32:38 *Backhaul installed* Status changed from NEW to OPEN-Pending Partner Action Billable Dispatch changed from null to N Cause changed from null to Partner Disposition changed from null to Partner/End User Testing Requested Ticket opened for Dropping Packets (Slow throughput, latency, packet loss) Date Connected: 10/31/2007 This Circuit has had 2 previous tickets Port is up with good margins and 2 way traffic passing Reprovisioned the circuit no changes seen ISP has posted IVR results unplugged passes at 10000ft accepted loop length is 9630ft Ran OAM pings passing to both partner and CPE Able to ping the IP shows 1% packet loss Partner have the customer powercycle CPE and verify services If issue persists call us back for further troubleshooting Age of the ticket:00:14:10 Thank You Geetha Covad TTMT 2008-02-20 06:47:20 1053 packets sent, 1049 received. Upstream utilization running in the 90% range, this would make for poor performance. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-20 08:50:47 At the moment I have a lot of data to upload. Since I can't do that during the day (or any time I want to use the phone), this is currently done at night. Hence the upstream utilization. You should find that the upstream utilization is minimal during daytime (PST). You can find my continued ping times at http://www.netmeister.org/misc/ping4 2008-02-20 09:41:37 And now, with minimal upstream utilization, I'm again seeing major packet loss: Wed Feb 20 09:15:25 PST 2008 200 packets transmitted, 163 packets received, 18.5% packet loss round-trip min/avg/max/stddev = 14.615/182.144/2416.803/357.710 ms Wed Feb 20 09:18:55 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.006/20.295/374.111/28.550 ms Wed Feb 20 09:22:14 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 13.799/19.246/259.194/21.489 ms Wed Feb 20 09:25:33 PST 2008 200 packets transmitted, 181 packets received, 9.5% packet loss round-trip min/avg/max/stddev = 14.498/37.304/753.496/108.690 ms Wed Feb 20 09:29:03 PST 2008 200 packets transmitted, 169 packets received, 15.5% packet loss round-trip min/avg/max/stddev = 14.439/39.392/430.347/60.508 ms Wed Feb 20 09:32:32 PST 2008 200 packets transmitted, 148 packets received, 26.0% packet loss round-trip min/avg/max/stddev = 14.420/32.865/451.882/46.532 ms Wed Feb 20 09:36:01 PST 2008 200 packets transmitted, 165 packets received, 17.5% packet loss round-trip min/avg/max/stddev = 14.226/45.061/2530.564/204.061 ms Wed Feb 20 09:39:31 PST 2008 2008-02-20 16:00:36 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1536 kbps Downstream / 384 kbps Upstream Margin: 15.0 dB Downstream / 18.0 dB Upstream NearEnd CV: 294 0 BinStatus: invalid invalid FarEnd CV: 14531 0 BinStatus: invalid invalid Time Elapsed(secs): 42441 NearEnd LOS: 513 0 NearEnd LOF: 513 0 LOF Retrains: 3 0 Snapshot Data: Upstream Cells Received from CPE: 45946 ( 2995417008 ) Upstream % utilization: 99.375% Downstream Cells Transmitted to CPE: 4009 ( 683372863 ) Downstream % utilization: 2.153125% ATM HEC Errors: 0 ( 8529 ) Upstream Line Errors: 0 ( 19391 ) Downstream Line Errors: 0 ( 52737 ) Training Starts: 0 ( 4079 ) Time Since Snapshot Counters Reset: 0 Min. 51 Sec. 2008-02-20 16:11:06 *Backhaul installed* Partner John called in from Speakeasy, Inc.reporting Intermittent problem. Found the port up with good margins and two way traffic passing, Hence tried to ping the IP was able to ping with 0 % packet loss Informed partner to monitor the circuit for a while and call back if there are issues. Case Number: 754307 Thank you Godwin Covad Technical support 2008-02-22 14:14:48 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1536 kbps Downstream / 384 kbps Upstream Margin: 13.5 dB Downstream / 18.5 dB Upstream Current 24hr period Previous 24hr period NearEnd CV: 0 179 BinStatus: invalid invalid FarEnd CV: 3856 23287 BinStatus: invalid invalid Time Elapsed(secs): 3583 NearEnd LOS: 106 578 NearEnd LOF: 106 578 LOF Retrains: 0 2 Snapshot Data: Upstream Cells Received from CPE: 153061 ( 3089506138 ) Upstream % utilization: 87.56042% Downstream Cells Transmitted to CPE: 9066 ( 703759862 ) Downstream % utilization: 1.2697917% ATM HEC Errors: 0 ( 8534 ) Upstream Line Errors: 0 ( 19786 ) Downstream Line Errors: 0 ( 42556 ) Training Starts: 0 ( 4165 ) Time Since Snapshot Counters Reset: 3 Min. 13 Sec. 2008-02-22 14:17:56 *Backhaul installed* Speakeasy, Inc. /John called in reporting Intermittent sync. Port was UP with good margins and passing traffic. Monitored the circuit , found the circuit was up and running fine . 3 previous ticket --------------------------------- 1st ticket - Circuit was monitored and auto closed 2nd ticket - ILEC tt created for R-G issue , ILEC tech reported changed F2 cable pair , no coop tsting performed Previously loop test was performed and the loop tested clean. Partner reported that the circuit is very intermittent , recommended a covad dispatch for the FST to check the IW and CPE as the dispatch was never scheduled . Partner reported he doesnot want a dispatch as if now and will call back later if he wants to go with the covad dispatch and requeted to keep the ticket open. Session ID : 55657 Case Number: 761559 Thank You Mir Covad Technical Support (Chat) 2008-02-23 05:16:36 *Backhaul installed* Status changed from OPEN-Pending Partner Action to CLOSED-Pending Partner Verify 2008-02-23 20:46:01 I tried it make a phone call on 2008-02-22 around 14:20. The line was unusable, and I had to hang up and use my cellphone. At that time, my ping logs showed: 200 packets transmitted, 199 packets received, 0.5% packet loss round-trip min/avg/max/stddev = 14.318/696.617/1093.300/257.602 ms Fri Feb 22 14:17:34 PST 2008 200 packets transmitted, 199 packets received, 0.5% packet loss round-trip min/avg/max/stddev = 14.048/638.983/1617.024/328.607 ms Fri Feb 22 14:21:03 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.050/41.998/1422.047/113.588 ms Fri Feb 22 14:24:22 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.175/40.659/642.206/83.189 ms Fri Feb 22 14:27:42 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.311/99.767/2212.059/259.791 ms Fri Feb 22 14:31:01 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.173/24.614/378.460/36.162 ms Fri Feb 22 14:34:20 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.448/58.983/1630.482/196.031 ms Fri Feb 22 14:37:39 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.604/19.623/110.234/9.687 ms Fri Feb 22 14:40:59 PST 2008 Ie, no significant packet loss, though a few high peak ping times. I also tried to make a phone call on 2008-02-23 around 17:45. Again, the noise was too overwhelming and I had to hang up and use the cell phone. My ping log at that time shows: 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 13.826/17.405/141.974/9.994 ms Sat Feb 23 17:41:09 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 13.818/46.692/915.690/118.940 ms Sat Feb 23 17:44:28 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 13.932/21.607/415.523/32.959 ms Sat Feb 23 17:47:49 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.053/16.941/103.122/8.124 ms Sat Feb 23 17:51:08 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 13.770/15.879/18.890/0.848 ms Sat Feb 23 17:54:27 PST 2008 Again, no packet loss. I'll mention that both days it's been raining hard. This may seem like a ridiculous thing to mention, but I've been suspecting for a while that the problem is on one of the outside lines, which may be exposed/damaged to wind/water or somehow else related to the elements. It may seem like a silly idea, but I'm running out of explanations fast. 2008-02-24 05:16:39 *Backhaul installed* Ticket was automatically closed because it stays in 'CLOSED-Pending' state for more than 24 hours. 2008-02-24 12:36:28 I'm seeing packet loss right now: Sun Feb 24 12:28:36 PST 2008 200 packets transmitted, 131 packets received, 34.5% packet loss round-trip min/avg/max/stddev = 13.938/15.929/17.766/0.836 ms Sun Feb 24 12:32:05 PST 2008 200 packets transmitted, 120 packets received, 40.0% packet loss round-trip min/avg/max/stddev = 14.002/16.112/29.863/2.206 ms Sun Feb 24 12:35:35 PST 2008 If history is any indication, then there will likely be packet loss for the coming hour. 2008-02-24 12:47:20 I'm trying to make a phone call right now. Of course due to the previously mentioned packet loss, this is completely impossible. The connection just drops out. This is rather frustrating. I really should not be billed for this at all. 2008-02-26 11:19:47 Tried to make a call around 10am, which was dropped. I then wasn't able to call my number, and an outgoing phone call from home also did not succeed. 2008-02-26 18:25:05 As of approximately 2:45pm today, my line has been completely down. Looks like this is getting worse by the day, and even though it's hard to imagine it getting any worse now, I'm sure it somehow will. 2008-02-27 07:48:13 My connection is still down. Please contact me to let me know why this is still not resolved. 2008-02-27 11:25:20 *Backhaul installed* Ticket created 2008-02-27 11:25:21 *Backhaul installed* This circuit has had 3 previous trouble tickets 2008-02-27 11:27:14 Jan called in stating that his connection is down. I checked the DSLAM which showed that the port was up but when running ATM pings, both segment and end to end pings were failing. I deprovisioned/reprovisioned the DSL line which made no difference. I unbound/rebuilt the DSL circuit to no avail. I told him that I will have to send this to our vendor to have fixed and he said that he will want a credit for the time that he was down and I told him that we discuss credits once this incident is fully resolved. Thanks, Steve Moorhead Business Support Representative smoorhead@speakeasy.net (800)556-5829 Option 9, Option 1, Ext. 2163 2008-02-27 15:44:41 I was told that the turnaround time for this would be 4 hours. What's the status? My line is still down. Another thing that Steve mentioned on the phone was that my circuit was disabled due to "overutilization of the upstreadm". I'd like a clarification on this please. I don't see how I can technically be able to *over*utilize my upstream -- I shouldn't be. (Aside from that, I doubt that in the hours between, say, 8 am and before the line went down yesterday there was any significant upstream utilization at all.) 2008-02-27 18:21:02 Any update on this? 2008-02-27 21:35:32 Anybody there? It's now been 10 hours after I was called back, and 27 hours since I reported this particular problem, and as far as I can tell, there has been zero progress. 2008-02-27 22:35:33 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1536 kbps Downstream / 384 kbps Upstream Current 24hr period Previous 24hr period NearEnd CV: 0 658 BinStatus: invalid invalid FarEnd CV: 3987 4294926463 BinStatus: invalid invalid Time Elapsed(secs): 28952 NearEnd LOS: 75 681 NearEnd LOF: 75 681 LOF Retrains: 0 6 Snapshot Data: Upstream Cells Received from CPE: 40 ( 3146441754 ) Upstream % utilization: 0.0% Downstream Cells Transmitted to CPE: 0 ( 753915376 ) Downstream % utilization: 0.0% ATM HEC Errors: 0 ( 8560 ) Upstream Line Errors: 0 ( 21674 ) Downstream Line Errors: 0 ( 14651 ) Training Starts: 0 ( 4352 ) Time Since Snapshot Counters Reset: 1 Min. 13 Sec. 2008-02-27 23:08:21 Hello, Our vendor's network operation center is currently working on you circuit. We should have another update within an hour or two. Greg McAllister Business Support Representative Overnights Tue - Fri 7PM - 6AM 2008-02-27 23:19:13 *Backhaul installed* Status changed from NEW to OPEN-Pending Partner Action Billable Dispatch changed from null to N Cause changed from null to Partner Disposition changed from null to Circuit Reprovisioned »Greag from Speakeasy, Inc. called for REPRO & DEPRO. »The Port is up with no 2 way traffic passing . »The Ticket is opened for :Linked up, not passing traffic »Date connected:06/10/2003. »Was not able to perform REPRO & DEPRO. »Called up NOC and spoke with Edi. »How perofrmed few test and reported the services is Stable. »Performed Layer 2 found an error message. »Called up NOC angain and informed the status on the TT. »NOC again Troubble shotted and informed they are able to verify the Layer 2. »when i performed Layer 2 found an Error message. »Called up NOC and was on a Long hold. »Requested partner that will follow up the TT and call them up. Thank you. Raajesh COVAD Technical Support. Case Number: 776694 2008-02-28 05:11:24 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Data/Dsl Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1536 kbps Downstream / 384 kbps Upstream Margin: 18.0 dB Downstream / 18.5 dB Upstream Get Status of all ports on the card Reset Port Reset Card PM Stats: Current 24hr period Previous 24hr period NearEnd CV: 687 0 BinStatus: invalid invalid FarEnd CV: 22998 0 BinStatus: invalid invalid Time Elapsed(secs): 23118 NearEnd LOS: 533 0 NearEnd LOF: 533 0 LOF Retrains: 6 0 Snapshot Data: Upstream Cells Received from CPE: 44 ( 3146454832 ) Upstream % utilization: 0.0% Downstream Cells Transmitted to CPE: 0 ( 753915376 ) Downstream % utilization: 0.0% ATM HEC Errors: 0 ( 8568 ) Upstream Line Errors: 0 ( 22361 ) Downstream Line Errors: 0 ( 37649 ) Training Starts: 0 ( 4384 ) Time Since Snapshot Counters Reset: 1 Min. 22 Sec. 2008-02-28 05:40:42 *Backhaul installed* Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Locked Actual Port Rates: 0 kbps Downstream / 0 kbps Upstream Margin: 0.0 dB Downstream / 0.0 dB Upstream NearEnd CV: 0 0 BinStatus: invalid invalid FarEnd CV: 0 0 BinStatus: invalid invalid Time Elapsed(secs): 1449 NearEnd LOS: 1420 0 NearEnd LOF: 1420 0 LOF Retrains: 0 0 Upstream Cells Received from CPE: 0 ( 3146454996 ) Upstream % utilization: NaN% Downstream Cells Transmitted to CPE: 0 ( 753915376 ) Downstream % utilization: NaN% ATM HEC Errors: 0 ( 8568 ) Upstream Line Errors: 0 ( 22361 ) Downstream Line Errors: 0 ( 37650 ) Training Starts: 0 ( 4388 ) Time Since Snapshot Counters Reset: 0 Min. 31 Sec. 2008-02-28 05:48:59 *Backhaul installed* After unlocking the Port Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1536 kbps Downstream / 384 kbps Upstream Margin: 21.5 dB Downstream / 18.0 dB Upstream NearEnd CV: 0 0 BinStatus: invalid invalid FarEnd CV: 1 0 BinStatus: invalid invalid Time Elapsed(secs): 99 NearEnd LOS: 64 0 NearEnd LOF: 64 0 LOF Retrains: 0 0 Upstream Cells Received from CPE: 0 ( 3146455174 ) Downstream Cells Transmitted to CPE: 0 ( 753915376 ) ATM HEC Errors: 0 ( 8568 ) Upstream Line Errors: 0 ( 22361 ) Downstream Line Errors: 0 ( 37653 ) Training Starts: 0 ( 4391 ) Time Since Snapshot Counters Reset: 0 Min. 0 Sec. 2008-02-28 06:05:48 *Backhaul installed* Partner Greg from Speakeasy, Inc.called in for assistance Ticket is opened for :Linked up, not passing traffic Date connected :09/18/2006 Service :TeleSurfer Pro 1.5/384 Dedicated Loop Port status :Locked Monitored the circuit and the port was still the same, hence unlocked the port found the port is up with No traffic passings, Did Depro/ Repro the circuit but when i tried provisioning the circuit, got an error message, Hence called NOC spoke to Maar and he worked on it and the Partner was informed that they were able to have the service. Case Number: 776818 Age of the ticket : 00:18:39 Thank You, Babitha Mary Covad Techinical Support 2008-02-28 06:08:43 *Backhaul installed* Partner John with Speakeasy, Inc. called in requesting to call NOC and further trouble shoot Date Connected : 09/18/2006 There are 3 previous TT's opened Reviewed the TT, as per pervious notes; Previous agent could not do manual repro/depro Hence worked with NOC, although NOC trouble shot and reported ckt stable, however issue still persists. Hence called up NOC again and wan on hold for a long time, promised a follow up on the TT NOW: Monitored the ckt, port is up with good margins However two way traffic is not passing. Did a manual repro/depro and also deaggregated the ckt. Still unable to verify layer two Informed partner that we would work with NOC and update the TT. Requested partner to check back after some time Called up NOC and was on hold for a long time Partner we would follow up on this TT after some time Thank You Ansar Khatib Covad Repair Tech Support. 2008-02-28 06:10:13 Circuit is back up, hopefully there will be nop packet loss today. Margins look good but the problem has been packet loss. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-28 06:10:17 *Backhaul installed* ***************Follow up on the TT Reviewed the TT and found that another agent has already worked on this TT with NOC and partner has reported ckt up and running. 2008-02-28 10:55:51 Thanks. There was packet loss on the line earlier: Thu Feb 28 08:49:07 PST 2008 200 packets transmitted, 188 packets received, 6.0% packet loss round-trip min/avg/max/stddev = 14.306/17.329/21.974/1.069 ms Thu Feb 28 08:52:36 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.166/18.881/124.497/10.593 ms Thu Feb 28 08:55:55 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 13.882/19.848/126.473/11.174 ms Thu Feb 28 08:59:14 PST 2008 200 packets transmitted, 199 packets received, 0.5% packet loss round-trip min/avg/max/stddev = 13.674/21.723/95.287/14.770 ms Thu Feb 28 09:02:44 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 15.200/17.536/19.382/0.760 ms Thu Feb 28 09:06:03 PST 2008 200 packets transmitted, 177 packets received, 11.5% packet loss round-trip min/avg/max/stddev = 13.716/17.751/60.929/4.482 ms Thu Feb 28 09:09:32 PST 2008 200 packets transmitted, 178 packets received, 11.0% packet loss round-trip min/avg/max/stddev = 13.665/17.258/20.595/1.154 ms Thu Feb 28 09:13:01 PST 2008 200 packets transmitted, 199 packets received, 0.5% packet loss round-trip min/avg/max/stddev = 14.387/19.526/115.456/11.169 ms Thu Feb 28 09:16:49 PST 2008 200 packets transmitted, 195 packets received, 2.5% packet loss round-trip min/avg/max/stddev = 14.087/17.454/23.944/1.157 ms Thu Feb 28 09:20:18 PST 2008 Also, could somebody please clarify the comment re "overutiliziation of the upstream"? 2008-02-28 14:57:00 Left Jan VM asking him to call in so we can run plugged and unplugged test so that we can then push for card reset. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-28 22:00:59 You can call me tomorrow around 10am so we can play the unplug game. 2008-02-29 10:33:24 Called Jan to run Plugged\ Unplugged tests. Ran tests. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-02-29 10:39:42 *Backhaul installed* Card reset please 2008-02-29 10:33:44 - (john.givins) Jan Schumann Plugged: Test #1 Fri Feb 29 10:29:55 PST 2008 RESULT: PASSED Length: 12200 ft Noise to Ground: 47.8 Unbalance: 0 % Metallic Noise: 6.2 Capacitance: 0.105 uF Noise Balance: Load Coils: No Termination Type: OPEN Electronics: No IDSL: No Result Summary: MTU: ERROR in test result info - Could not print results. Unplugged: Test #1 Fri Feb 29 10:31:03 PST 2008 RESULT: PASSED Length: 10000 ft Noise to Ground: 47.7 Unbalance: 0 % Metallic Noise: 6.35 Capacitance: 0.072 uF Noise Balance: Load Coils: No Termination Type: OPEN Electronics: No IDSL: No Result Summary: MTU: ERROR in test result info - Could not print results. 2008-02-29 10:46:00 *Backhaul installed* DSLAM Statistics Client Circuit Number: 1XX-XXX-XXX Client Name: jan schaumann Company Name: schaumann, jan Partner Name: Speakeasy, Inc. Service Brand: TeleSurfer Pro 1.5/384 Dedicated Loop Port Provisioning: DSLAM Trunk Status: OK Technology: DMT4F Card Status: OK Port Status: Up Actual Port Rates: 1536 kbps Downstream / 384 kbps Upstream Margin: 20.0 dB Downstream / 21.0 dB Upstream Current 24hr period Previous 24hr period NearEnd CV: 95 365 BinStatus: invalid invalid FarEnd CV: 1138 14628 BinStatus: invalid invalid Time Elapsed(secs): 17727 NearEnd LOS: 143 566 NearEnd LOF: 143 566 LOF Retrains: 1 4 Snapshot Data: Upstream Cells Received from CPE: 520 ( 3154259504 ) Upstream % utilization: 0.33125% Downstream Cells Transmitted to CPE: 589 ( 761867470 ) Downstream % utilization: 0.0828125% ATM HEC Errors: 0 ( 8573 ) Upstream Line Errors: 0 ( 22821 ) Downstream Line Errors: 0 ( 53419 ) Training Starts: 0 ( 4416 ) Time Since Snapshot Counters Reset: 2 Min. 32 Sec. 2008-02-29 10:50:52 *Backhaul installed* Ticket opened for :Linked up, not passing traffic Partner/John G called in from Speakeasy, Inc. and asked for a card reset. - Monitored the circuit port showed Up with two way traffic passing - Earlier our agents had contacted NOC to perform manual repro and depro. And also Layer2 to be verified. - COuld not verify layer2 now also however circuit is up and running - Informed partner we would have it verified with NOC and have it updated accordingly. --------------------------- Age on the Ticket: 1:23:20 Thank You, Arun covad Technical Support 2008-02-29 11:23:39 *Backhaul installed* -------- FOLLOW UP ---------- - Called NOC to have the layer2 verified - Spoke to Joe and asked to run the layer2 test - He informed layer2 is passing good to both sides. - Rquested him to post the results on the ticket which he did. - Partner we are not seeing any issues with the circuit please Monitor the circuit. - If found any issues please call us back Thank You Covad Technical Support 2008-02-29 12:31:59 Tried to make a phone call around 10:50 or so. The quality was so poor I had to hang up and use my cell phone. Ping around that time did not show any significant packet loss, nor was there any significant up- or downstream utilization: 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.540/18.376/21.612/1.074 ms Fri Feb 29 10:44:54 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.216/17.611/26.099/1.533 ms Fri Feb 29 10:48:13 PST 2008 200 packets transmitted, 199 packets received, 0.5% packet loss round-trip min/avg/max/stddev = 14.322/17.469/32.901/2.163 ms Fri Feb 29 10:51:42 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.108/16.812/24.376/1.729 ms Fri Feb 29 10:55:01 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 13.970/18.030/37.291/1.924 ms Fri Feb 29 10:58:20 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 15.112/18.580/35.710/1.860 ms Fri Feb 29 11:01:40 PST 2008 200 packets transmitted, 199 packets received, 0.5% packet loss round-trip min/avg/max/stddev = 14.690/18.137/23.035/1.098 ms Fri Feb 29 11:05:09 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.839/18.023/20.746/0.853 ms Fri Feb 29 11:08:28 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.470/17.965/20.440/0.952 ms Fri Feb 29 11:11:47 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 14.547/18.221/22.476/1.207 ms Fri Feb 29 11:15:06 PST 2008 200 packets transmitted, 186 packets received, 7.0% packet loss round-trip min/avg/max/stddev = 15.316/18.085/20.934/0.880 ms Fri Feb 29 11:18:35 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 13.893/19.816/624.769/43.121 ms Fri Feb 29 11:21:56 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 13.628/16.465/46.594/2.445 ms Fri Feb 29 11:25:15 PST 2008 2008-03-02 00:28:44 *Backhaul installed* Status changed from OPEN-Pending Partner Action to CLOSED-Pending Partner Verify 2008-03-03 01:28:53 *Backhaul installed* Ticket was automatically closed because it stays in 'CLOSED-Pending' state for more than 24 hours. 2008-03-04 09:33:04 Tried to make a phone call just now. Worked ok for the first ten minutes or so, then it broke off and became full of static and inaudible. No packet loss or high ping times correlating. 2008-03-04 14:38:18 Called Jan and sending new TA. He will update the ticket after getting it. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http:// www.speakeasy.net/myspeak 2008-03-04 15:40:23 Since John asked if I had seen any packet loss lately: Tue Mar 4 15:21:47 PST 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 13.983/16.763/52.493/2.989 ms Tue Mar 4 15:25:06 PST 2008 200 packets transmitted, 180 packets received, 10.0% packet loss round-trip min/avg/max/stddev = 14.388/16.913/36.845/2.104 ms Tue Mar 4 15:28:35 PST 2008 200 packets transmitted, 181 packets received, 9.5% packet loss round-trip min/avg/max/stddev = 14.454/17.839/39.334/2.281 ms Tue Mar 4 15:32:04 PST 2008 200 packets transmitted, 181 packets received, 9.5% packet loss round-trip min/avg/max/stddev = 14.072/16.735/49.145/3.302 ms Tue Mar 4 15:35:33 PST 2008 200 packets transmitted, 161 packets received, 19.5% packet loss round-trip min/avg/max/stddev = 14.039/16.604/21.062/1.115 ms Tue Mar 4 15:39:03 PST 2008 2008-03-08 13:16:59 Tracking Number: 1Z X4A 700 01 4195 345 8 Type: Package Status: Delivered Delivered On: 03/06/2008 9:30 A.M. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-03-08 13:34:08 Called Jan at (415) XXX-XXXX hoping to find out how it works. Left VM. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-03-08 15:38:24 Installed the new voip box today. Haven't made any phone calls yet, so I can't judge whether or not it's any better. 2008-03-10 14:17:45 --- 64.81.58.47 ping statistics --- 32268 packets transmitted, 32081 received, 0% packet loss, time 32459999ms rtt min/avg/max/mdev = 30.293/36.404/2095.226/31.037 ms, pipe 3 John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-03-10 14:35:44 See ticket# 2140312: As of approximately 14:15, my line is down. 2008-03-10 14:38:52 Jan the backhaul is down, at least sixty minutes to fix. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-03-11 15:24:01 Called Jan on VoIP phone. Left message. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-03-11 18:26:10 2008-03-10 20:26:20 - (customer) The line is still down. I can't powercycle the DSL modem until tomorrow morning, but I don't really understand why this is necessary to begin with. Anyway, I expect to be credited for the outage. Please update my billing statement accordingly. 2008-03-12 15:29:28 Called on the VoIP phone 415-XXX-XXXX and spoke with Paula, she said the new TA seems to work much better. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-03-15 13:52:03 Called Jan on 415-XXX-XXXX, left VM asking how the new TA is working. Jan on the phone said he has no complaints, monitor for the intermittency next week. Jan said to contact him next Saturday. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-03-18 15:33:22 Still seeing packet loss. Right now at about 6%, though that goes up and down. 2008-03-20 12:37:20 I'm still seeing packet loss and it's impacting the quality of the calls: 200 packets transmitted, 199 packets received, 0.5% packet loss round-trip min/avg/max/stddev = 17.128/21.245/45.847/3.451 ms Thu Mar 20 11:41:09 PDT 2008 200 packets transmitted, 197 packets received, 1.5% packet loss round-trip min/avg/max/stddev = 16.733/23.413/203.889/15.422 ms Thu Mar 20 11:44:38 PDT 2008 200 packets transmitted, 198 packets received, 1.0% packet loss round-trip min/avg/max/stddev = 17.325/21.602/53.227/3.985 ms Thu Mar 20 11:48:12 PDT 2008 200 packets transmitted, 197 packets received, 1.5% packet loss round-trip min/avg/max/stddev = 17.250/21.386/34.462/2.720 ms Thu Mar 20 11:51:42 PDT 2008 200 packets transmitted, 196 packets received, 2.0% packet loss round-trip min/avg/max/stddev = 16.399/20.707/118.640/7.407 ms Thu Mar 20 11:55:11 PDT 2008 200 packets transmitted, 199 packets received, 0.5% packet loss round-trip min/avg/max/stddev = 16.614/21.887/132.131/8.984 ms Thu Mar 20 11:58:40 PDT 2008 200 packets transmitted, 197 packets received, 1.5% packet loss round-trip min/avg/max/stddev = 17.109/20.138/29.346/2.123 ms Thu Mar 20 12:02:09 PDT 2008 200 packets transmitted, 199 packets received, 0.5% packet loss round-trip min/avg/max/stddev = 16.844/20.776/28.706/2.285 ms Thu Mar 20 12:05:38 PDT 2008 200 packets transmitted, 198 packets received, 1.0% packet loss round-trip min/avg/max/stddev = 16.627/20.703/38.812/3.044 ms Thu Mar 20 12:09:07 PDT 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 16.485/20.523/44.215/2.719 ms Thu Mar 20 12:12:31 PDT 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 16.548/21.704/34.052/2.764 ms Thu Mar 20 12:15:50 PDT 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 16.213/22.064/66.688/5.530 ms Thu Mar 20 12:19:09 PDT 2008 200 packets transmitted, 197 packets received, 1.5% packet loss round-trip min/avg/max/stddev = 16.660/21.604/136.415/8.640 ms Thu Mar 20 12:22:38 PDT 2008 200 packets transmitted, 197 packets received, 1.5% packet loss round-trip min/avg/max/stddev = 16.881/23.868/197.892/19.240 ms Thu Mar 20 12:26:12 PDT 2008 200 packets transmitted, 199 packets received, 0.5% packet loss round-trip min/avg/max/stddev = 16.817/30.959/716.459/58.925 ms Thu Mar 20 12:29:41 PDT 2008 200 packets transmitted, 196 packets received, 2.0% packet loss round-trip min/avg/max/stddev = 18.082/109.856/1257.287/199.983 ms Thu Mar 20 12:33:10 PDT 2008 It's not very high, but it does cause the phone call to drop out. 2008-03-20 15:29:36 Unbound and rebuilt circuit. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-03-22 14:06:55 Unable to check circuit today due to system upgrade. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-03-24 16:50:24 Much worse again today: 200 packets transmitted, 181 packets received, 9.5% packet loss round-trip min/avg/max/stddev = 17.109/20.215/66.580/3.657 ms Mon Mar 24 16:21:41 PDT 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 17.097/20.004/24.024/1.205 ms Mon Mar 24 16:25:00 PDT 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 16.289/20.549/114.069/7.407 ms Mon Mar 24 16:28:19 PDT 2008 200 packets transmitted, 199 packets received, 0.5% packet loss round-trip min/avg/max/stddev = 16.199/20.333/46.990/3.345 ms Mon Mar 24 16:31:48 PDT 2008 200 packets transmitted, 200 packets received, 0.0% packet loss round-trip min/avg/max/stddev = 16.777/20.734/121.034/8.487 ms Mon Mar 24 16:35:07 PDT 2008 200 packets transmitted, 177 packets received, 11.5% packet loss round-trip min/avg/max/stddev = 16.418/19.583/25.681/1.250 ms Mon Mar 24 16:38:36 PDT 2008 200 packets transmitted, 193 packets received, 3.5% packet loss round-trip min/avg/max/stddev = 16.420/19.869/49.122/2.428 ms Mon Mar 24 16:42:15 PDT 2008 200 packets transmitted, 168 packets received, 16.0% packet loss round-trip min/avg/max/stddev = 15.914/19.443/69.396/4.076 ms Mon Mar 24 16:45:54 PDT 2008 2008-03-26 10:53:29 2008-03-26 10:30:34 - (customer) My last invoice billed me a total balance of "$285.94". If somebody could please explain to me how this number was derived at, I'd appreciate it. In addition, I still believe that I should be entitled to a rebate based on the contious problems I've experienced over the last 3 months. The entire time, the service has not been full quality, so I don't think I should be billed for full service. 2008-03-26 11:01:33 Jan: your latest invoice shows a 285.94 balance because 192.51 of that was a "balance forward" from the previous invoice which was not paid in full. Your account fell past due on 06/19/2007 and you've been carrying a past due balance since then. Currently, your total balance is 192.51, and 99.08 of that is past due. In regards to credit for this connectivity issue, we will be happy to address credits once the issue is fully resolved and definitely appreciate your patience during this time. Wyatt Hebert Speakeasy Online Support Phone > 1.800.556.5829 Email > support@speakeasy.net My Hours: M-F 10:30am-07:00pm PST www.speakeasy.net/myspeak 2008-03-27 22:01:53 Could you please explain the terms "balance forward" and "past due"? As for being credited "once the issue is fully resolved": quite franky, I do not expect this problem to actually ever be solved. Just doesn't seem like it's going to happen. But I also don't think that I should continue to pay full charge for service that simply is of very poor quality. If the issue is never resolved, I will never get a refund. If we continue to wait, it will just make billing even more confusing on the off chance that this ever does in fact get resolved: by that time, we'd have to go back for over four months and try to apply proper credits. Instead, I simply should be credited on each billing statement when my service was not acceptable. If you insist that I can only get credited if this issue is fully resolved, then I'd be inclined to claim that this issue is in fact fully resolved, get credited and then open a new ticket should I experience "new" problems. That does not seem like something that would make things easier on either you or me. 2008-03-29 14:05:48 Left Jan VM. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-04-01 15:40:24 Talked with my boss and he says that we credit for down time not intermittency. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-04-01 15:48:25 At some point, intermittency equals downtime. Having been a customer with Speakeasy since 1999, I've been hosting my own domain on my box at home. After 9 years, I now had to move it off that box because the connection is simply no longer reliable enough for something as simple as a private domain with minimal traffic. What I'm being told here is effectively: "sure, go ahead and continue to pay us a premium fee (compared to competitors) and receive suboptimal service". I don't know of any other service where I would continue to pay full price for something I'm not actually getting. This is very disappointing. 2008-04-03 16:06:01 Sent email: Hello Jan Do you have any capability of doing some packet sniffing on your service? I had another customer who had been having problems and he was getting surprising tcp/ip traffic. In his cast there were eight mac addresses sending stuff towards him on high ports from random IP addresses. He filtered them out and his service is notably better. Thank you John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-04-04 14:32:07 Left Jan message suggesting we should have a plan of attack on isolating the intermittency. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-04-05 13:14:59 --- 64.81.58.47 ping statistics --- 28705 packets transmitted, 28703 received, 0% packet loss, time 28860368ms rtt min/avg/max/mdev = 30.424/33.013/105.141/2.097 ms John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-04-06 16:48:36 I've given up on getting this resolved. I don't want to spend any more time on trying to troubleshoot this. I'm moving at the end of the month, at which point I'll terminate my service with Speakeasy. I appreciate your persistent service, John, but remain disappointed by Speakeasy's lack of flexibility and inability to resolve the issue and the unwillingness to credit me for the insufficient service. I've been a loyal customer with Speakeasy for 9 years and have always recommended Speakeasy to friends and colleagues until this year. You probably won't be surprised to hear that in my new location I will not use Speakeasy. 2008-04-08 13:52:57 Left Jan message. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak 2008-04-10 14:40:37 Put ticket to a state where it wil lautomatically close in 48 hours if nothing is done. Jan does not wish to work on this circuit anymore. John Givins Business Support Rep 800 556 5829 x2159 ? Fax > 206 728 1500 john.givins@hq.speakeasy.net ? http://www.speakeasy.net/myspeak