Outage in Portola Valley 08dec2022 0700

General discussions and other topics.
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by atwood » Thu Dec 08, 2022 7:30 am
Anyone else? First outage in years with Fusion DSL. LAN is up. Phones down "this device is not registered". AT&T device has red LED "Broadband" (was solid, then blinking ~10minutes later). Sonic device shows 3 green LED (incl. "internet"), LED off for phone. Power cycled all devices. Checked outage map.
by spencerw » Thu Dec 08, 2022 1:14 pm
We are sorry to hear you are having problems with your connection. I can see that you got in touch with our support team and we were able to get a dispatch scheduled for this repair. If you still have any questions, comments, or concerns regarding this process, please let me know!
Spencer W.
Community and Escalations Specialist
Sonic
by atwood » Thu Dec 08, 2022 1:30 pm
Thank you. Quick response via support phone call, which resulted in a ticket to AT&T for a dispatch. Subsequently, WAN / Internet access reconnected as of 1030, but the AT&T ticket system does not allow cancelling of dispatch. I called sonic tech support again (amazed at how good the tech support team is!) and was advised to keep the dispatch, since ATT can check for intermittent connectivity problems, and possibly replace the AT&T router likely EOL. (Hoping this journaling will be of use to others in future.)
by atwood » Fri Dec 09, 2022 8:03 am
AT&T didn't show during the 4 hour window relayed by Sonic support. No log update on AT&T site for the assigned ticket.
by spencerw » Fri Dec 09, 2022 8:20 am
I am sorry to hear that AT&T missed the appointment yesterday. If you DM me your preferred contact number, I can have one our technical support representatives reach out with an update regarding this issue.
Spencer W.
Community and Escalations Specialist
Sonic
by atwood » Fri Dec 09, 2022 8:30 am
09dec2022: Thanks for monitoring the forum :) I called Sonic (since IDK how to call AT&T, and shd be thankful for that ;) ) . Unf, the Sonic tech (great as always) couldn't pull up the schedule status from AT&T, so has to call them, and will revert back to me. I've updated the AT&T express ticket site with a query as to schedule, but expect it goes to /dev/null

Update 10dec2022: Call from AT&T which went to voicemail since no callerID. They've tested the line, which appears to be up. Checked the ticket, which now displays: "Temporarily Postponed This ticket is on hold. The trouble was either received during planned maintenance or we can't reach the local access provider". Intermittent outages are tricky, but one would hope/pray that AT&T knows about network logs. Sigh.

Update 12dec2022: 10:46 AT&T van pulls up to the curb in front of my place, pulls away at 10:48 (I'm not at home to entice them in with baked products and egg nog ;) ) . They were scheduled to arrive between Noon and 16:00.

Update 12dec2022: ~noon, I recvd a text from AT&T tech, who arrives as scheduled ~40minutes later with new Arris bgw210-700 in hand. Within 30 minutes, lines test clean, config from old Pace gateway transferred to Arris gw (somewhat surprised that this config pull can be done). Wired connection to Arris tested good on my laptop. Joy. Had to reconfigure the Arris as passthrough and change DHCP IP range to work properly with my LAN. Hopefully this gateway lasts another decade :D.
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