Pac Bell Outage

DSL outage starting at about 10 a.m. 5/25/2001... as of 10 p.m., estimated fix time was 11 a.m. the next day. Supposedly a router problem that's caused a major outage in California.

When I had called earlier, they had insisted that I connect my equipment directly to the modem instead of going through the hub... and this couldn't be a Linux system. So supposedly if I only had linux systems, they wouldn't have taken a trouble report.

When I asked them to ping the gateway I'm connected to, they determined that the problem was on their side. -- EliMantel? - 26 May 2001

As of 7 p.m. Saturday, Pac Bell customer service said they were still working on the problem. SBC updated their status recording at 6:27 p.m. and later at 8:42 p.m., 10:08 p.m. on 5/26 and at 1 a.m. and 3 a.m. on 5/27 with similar information. They continued to update their status recording periodically until sometime on 5/30. As of 5/31, the status recording indicated that there were no outages, but Pac Bell Tech Support was saying that outages were continuing to affect area codes in northern California.

EarthLink tech support had pushed the estimated fix time out to Monday. Their status message, indicating a problem for EarthLink DSL customers in California with Pac Bell and GTE, had been unchanged since they made the initial recording. As of 5/31, their status message indicated the problems were limited to southern California. -- EliMantel? - 31 May 2001

7/9/2002 Outage

Encountered an outage at approximately 10:30 p.m. on 7/9/2002 that could not be resolved by resetting the modem.

Pac Bell had no record of an outage, they insisted I go through their routine demand to reconfigure my network before they would submit a request for a remote line test. Too late for any tests at the time, scheduled for a line tech to call at 11 a.m. the next day.

Problem was clear by 5 a.m. the next day. Called in to close the problem, they had no record of anybody having done anything to resolve the problem.

Stupid Pac Bell customer service reps were running their annoying customer satisfaction survey, asking for a rating of their satisfaction with the call.

11/11/2005 Outage

Encountered at approximately 12:15 a.m. on 11/11/2005 that could not be resolved by resetting the modem. Evidently cleared itself as of 12:45 a.m.

outage log

2010-06-27 12:51 to 13:53 (resolved by calling DSL line)
2010-06-28 15:01 to 17:35 (resolved by calling DSL line)
2010-06-28 17:52 to 20:11 (resolved by calling DSL line)
2010-06-28 20:23 to 20:27 (resolved by calling DSL line)
2010-06-29 05:31 to 06:20 (resolved by calling DSL line)
2010-06-29 19:53 to 20:05 (resolved by picking up phone)
2010-06-30 19:51 to 20:12 (resolved by calling DSL line)
2010-07-01 06:33 to 07:02 (resolved by picking up phone)
2010-07-01 09:43 to 09:51 (resolved by picking up phone)
2010-07-01 10:16 to 10:27 (techs working on line)
2010-07-02 17:02 to 17:19 (resolved by picking up phone)
2010-07-02 19:53 to 20:02 (resolved by picking up phone)
2010-07-02 20:07 to 20:08 (resolved by picking up phone)
2010-07-03 06:48 to 07:44 (unknown/cleared by itself)
2010-07-12 09:17 to 09:17 (cleared by itself)
2010-07-12 09:31 to 09:31 (cleared by itself)
2010-07-12 09:43 to 09:43 (cleared by itself)
2010-07-12 10:03 to 10:09 (cleared by itself)
2010-07-12 11:15 to 11:16 (cleared by itself)
2010-07-15 09:39 to 09:39 (cleared by itself)
2010-07-15 10:02 to 10:08 (cleared by itself)
2010-07-21 07:43 to 07:44 (cleared by itself)

Reference Information

AT&T Executive Assistance Group (California): 800-649-7570 (M-F, 8am - 5 pm)
Pac Bell DSL support: 888-720-1275
Pac Bell high-speed internet tech support: 888-722-9337 x896
Pac Bell voice repair: 866-346-1168
Pac Bell/SBC Tech Support (DSL): 877-722-3755/no/{#}#/1/
- aka Broadband Customer Assurance (BBCA)
  - can view notes from work orders
  - most directnumber 888-720-1275 option 2 option 2
- hours 8 a.m. to 7 p.m. M-F
Pac Bell case number: 12303917
Pac Bell case number (7/9/2002, 22:30): 20043469. 20043596, 20044518
Pac Bell case number (11/22/2003): 37378227
Pac Bell case number (5/7/2004, 23:10): 44035239, NP85HM78 (line dept)
SBC Internet case number (11/11/2005): 107236460
AT&T Internet case number (7/4/2007): 144674146
- Diane id DMA6411 (Phillipines)
  - claims this is a "sticky" IP meaning that it's supposed to have an email address associated with it
- outage start: 7/4/2007 10:11 p.m. PT
- outage end: 7/4/2007 10:24 p.m. PT
- June (Phillipines) -- hung up
- Dennis (Denver) -- refused to give agent id, line disconnected
- Joseph (Phillipines) agent id JLI5162
  - ask for second level of support since this is a "sticky" type of account
- past experience is that the automated line test may clear the problem without even having to reset the modem
AT&T Internet case number (6/5/2010): 216487340, work order WPNYN759360
- ongoing intermittent outages for last several days
- 40 minute on hold before speaking to agent
- Nadine (India)
- spoke to Paul in broadband line services
  - tech said there was a loose wire at the jack (which one?)
  - ping time to central office had increased from 10 ms to 50 ms
    - later learned that this was accounted for by change from fastpath to interleave setting
  - Paul said the ATM ping from his side was showing packet loss
  - line tech: Gary Shiu, 650-704-1119
- connectivity was okay for several days, problems began recurring evening of 6/11/2010
  - voice ticket #YN766196
  - high speed ticket was closed due to fact that voice ticket had been opened
AT&T Internet case number (6/28/2010): work order WPNYN780478
- dispatched for 6/29/2010 4 p.m. - 8 p.m.
  - at 5:45 p.m., call DSL Support Call Center
    - NO SHOW -- NOT AUTHORIZED (per Linda,Little Rock call center)
    - Linda attempted RIP Rebuild
      - failed to fix ping problem (60%)
      - sent to "data tech" group (4 hour turnaround, no dispatch to customer premises)
    - received recorded call about 7 p.m. that problem had been fixed
      - even though there was connectivity at that instant, I pressed 0 to speak to a CSR
        
        spoke to Marsha at San Francisco
        said data techs had recommended a line tech be dispatched
        dispatched for 7/1/2010 12 p.m. - 4 p.m.
        technician visit on 7/1/2010
        
        missed packets from ATM ping are due to overloaded Redback router
        
        some kind of "circuit rebuild" was performed but did not fix the missed packet issue
        the missed packet issue is unrelated to the intermittent outages
        changing to a different Redback router would result in a new IP address
        
        recommendation is to replace the Alcatel Speedtouch Home modem since it is no longer supported
SBC status recording (dial-up): 800-638-4357/2/1/3/1/2/8 [recording while holding for technician]
SBC internet services new number: 866-SBC-DIAL (866-722-3425)
- 1: access numbers, dial up conection, email
  - 1: dial up numbers
  - 2: help
- 2: tech support
  - 1: password
  - 2: browsing, home page
  - 3: re-order installation cd
  - 4: installation cd
- 3: billing
PBI status
EarthLink recording: 800-890-5128/1/3/2/2
SBC Policy: 877-655-4410

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