[30969] in North American Network Operators' Group
Re: Ameritech Service Quality Report
daemon@ATHENA.MIT.EDU (Majdi S. Abbas)
Sun Sep 3 05:05:00 2000
Date: Sun, 3 Sep 2000 02:09:09 -0700
From: "Majdi S. Abbas" <msa@samurai.sfo.dead-dog.com>
To: nanog@merit.edu
Message-ID: <20000903020909.B25975@samurai.sfo.dead-dog.com>
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In-Reply-To: <20000903083018.18939.cpmta@c004.sfo.cp.net>; from sean@donelan.com on Sun, Sep 03, 2000 at 01:30:18AM -0700
Errors-To: owner-nanog-outgoing@merit.edu
On Sun, Sep 03, 2000 at 01:30:18AM -0700, Sean Donelan wrote:
> The Michigan Public Service Commission has launched an investigation
> into Ameritech's service quality. According to Ameritech, in August
> the estimated average repair time will be 115 hours (almost 5 days).
> Significantly up over previous years' average repair times of about
> a day (25-28 hours).
>
> http://www.cis.state.mi.us/mpsc/comm/ameritech.htm
>
> What I find interesting isn't Ameritech's long repair times, but how
> do providers promise 4 hour repair times when the dominant local loop
> provider takes over a day to fix something on a good day.
You're presuming they answer the phone.
This has been the case for the past few years:
Two weeks ago, I called Ameritech over a hicap repair issue.
I spent 75 minutes on hold, only to get disconnected. After calling
back, I spent 90 minutes on hold, only to get to an individual who
transferred me. I was disconnected during the transfer.
Indeed, we had to wake up the VP of another Ameritech division,
in the middle of the night, to get his people to open a ticket on this
circuit. That was the only way we got it looked at at all.
Ameritech repair is useless. While living and working in
Michigan, I frequently had to go to the PSC over stupid issues
Ameritech should have been able to resolve quickly.
--msa
