My company is currently using a 3rd party for DSL and we ran into an issue yesterday that brought our DSL down for a day and a half. This turned out to be a pretty big issue as our employees now rely on internet access/email for pretty much everything, and we host a server with public facing websites. We're a small business and can do OK without internet for minutes or an hour, but a day and a half without email was painful. I wanted to describe the problems we ran into and see how sonic fusion might provide a different experience in a similar scenario.
What got this all started was we had AT&T change our DSL line to use a cheaper phone plan, but somehow they managed to disconnect our DSL service in the process. When the DSL went down, the AT&T sales rep that had made the phone plan changes denied that she disconnected our DSL, even though our service had been running without problem for 8 years until this point. We called AT&T support and they were pretty unhelpful, saying that there was no way they could revert the changes, that they could do nothing on their end, and that we had to work through our ISP provider to get DSL going again. AT&T could not say exactly what happened; just that our service was "disconnected". I was not allowed to speak to anyone else because "I checked with my higher up and everyone in the office will say the same thing to you". I should have pushed more on this in retrospect but I'm just personally not that aggressive on these things.
Our ISP provider uses Convad for DSL, and our ISP was on the phone with them yesterday to work things out. After talking to our ISP a couple of times yesterday and this morning the best I got was that they were making phone calls and would provide us with updates. Finally looks like things got worked out because our DSL is back up a day and a half later.
It seems like the main problem is (1) AT&T just has poor support and (2) our DSL runs through our ISP, Covad, and AT&T that all have to talk with each other to get things fixed, which causes delays.
Knowing that sonic runs their own hardware in the CO, and that fusion has no complexity with phone plans, should we not have to worry about something like this happening?
Thanks.
What got this all started was we had AT&T change our DSL line to use a cheaper phone plan, but somehow they managed to disconnect our DSL service in the process. When the DSL went down, the AT&T sales rep that had made the phone plan changes denied that she disconnected our DSL, even though our service had been running without problem for 8 years until this point. We called AT&T support and they were pretty unhelpful, saying that there was no way they could revert the changes, that they could do nothing on their end, and that we had to work through our ISP provider to get DSL going again. AT&T could not say exactly what happened; just that our service was "disconnected". I was not allowed to speak to anyone else because "I checked with my higher up and everyone in the office will say the same thing to you". I should have pushed more on this in retrospect but I'm just personally not that aggressive on these things.
Our ISP provider uses Convad for DSL, and our ISP was on the phone with them yesterday to work things out. After talking to our ISP a couple of times yesterday and this morning the best I got was that they were making phone calls and would provide us with updates. Finally looks like things got worked out because our DSL is back up a day and a half later.
It seems like the main problem is (1) AT&T just has poor support and (2) our DSL runs through our ISP, Covad, and AT&T that all have to talk with each other to get things fixed, which causes delays.
Knowing that sonic runs their own hardware in the CO, and that fusion has no complexity with phone plans, should we not have to worry about something like this happening?
Thanks.