🚀 go-pugleaf

As evidence of this appauling service I post the entire log of my DSL status
between November 5 1999 and February 21 2000. This only contains what they
chose to log. There are numerous verbal committments which have been
omitted. I urge everyone to look at the comment between COVAD and SPEAKEASY
on February 15, in which they openly imply that their service is inadequate
and untruthful.

I quote exactly from the log:

                  "Order #100459 has had enough! =) Haven't they all?
                  On this one, he talked to a supervisor at customer care on
                  Friday who swore to him that there would be a log update
by
                  Saturday(2/12). That didn't happen, but the trouble ticket
on
                  the order was closed today claiming that the ping test
passed
                  and the loop was fine. This is untrue, because the circuit
is
                  not atm pingable, nor are the customer ip's pingable."


/Ian Storrs



The entire fiasco:


Speakeasy Total Account Control: storrs Choose Destination @ Home@
              WorkDSL Speakeasy Kontent My Speakeasy AboutSitemap


      DSL Worklog
            USER ID: storrs         NAME: Ian Storrs

            Speakeasy Support
            Speak.easy Newsgroup Speakeasy FAQ
            DSL Dictionary
            Speakeasy Services
            Questions/Comments Please note that you are seeing updates in
            real-time from Covad, and because of this you might not receive
an
            explanation from Speakeasy until Covad provides more information
on
            problems or scheduling to us. Please allow for a 24-48 hour turn
            around time on issues posted in this log, and if no contact is
made
            from us by then, please email spkdsl@speakeasy.net.


                  November 5, 1999 18:42:47


                  Customer Care Update
                  <<< Customer Care Update >>> The following info was
changed
                  about the order: changed the city from apex to Cary
according
                  to ICREF 62393
                  November 5, 1999 18:52:50


                  Customer Care Update
                  <<< Customer Care Update >>> We have qualified your
address
                  and will place your DSL order. 62393
                  November 8, 1999 16:06:40


                  Customer Care Update
                  <<< Customer Care Update >>> Your DSL line order has been
                  placed with the phone company. We are expecting a response
                  back from the phone company by [insert due date]. If we do
not
                  receive an FOC date by that time, we will contact the
phone
                  company and update this log.62392
                  November 8, 1999 16:07:05


                  Customer Care Update
                  <<< Customer Care Update >>> Your DSL line order has been
                  placed with the phone company. We are expecting a response
                  back from the phone company by [insert due date]. If we do
not
                  receive an FOC date by that time, we will contact the
phone
                  company and update this log.62392
                  November 8, 1999 16:07:42


                  Install Order Accepted
                  <<< Order Accepted >>> Loop order placed. PON=107265
                  November 13, 1999 17:38:54


                  Customer Care Update
                  <<< Customer Care Update >>> 107265U Fiber Only. This
order
                  will need to be downgraded to Telespeed 144. You have 10
                  business days to respond or the order will be cancelled.
                  November 15, 1999 7:59:35


                  Customer Care Update
                  <<< Customer Care Update >>> 62688 Received the following
                  e-mail from the EU From: "Ian Storrs" To: Subject:
                  [cc-request@covad.com #53196] Order # 100459 Date: Sat, 13
Nov
                  1999 22:16:13 -0500 Mime-Version: 1.0 Content-Type:
                  text/plain; charset="iso-8859-1"
Content-Transfer-Encoding:
                  7bit X-Priority: 3 X-Msmail-Priority: Normal X-Mailer:
                  Microsoft Outlook Express 5.00.2014.211 X-Mimeole:
Produced By
                  Microsoft MimeOLE V5.00.2014.211 Cc: cc-request Please go
                  ahead with this order with 144 service. /Ian Storrs
                  December 1, 1999 10:04:18


                  Customer Care Update
                  <<< Customer Care Update >>> (agent ID=62688) Received an
                  email from the EU, sent an email to the proper department.
                  From: "Ian Storrs" To: "Covad Customer Care" References:
                  <199911140138.RAA08965@panorama.Covad.COM> Subject:
                  [cc-request@covad.com #59543] Re: Covad Service Order #
100459
                  for Storrs, Ian TECHNICALLY NOT FEASIBLE Date: Wed, 1 Dec
1999
                  00:12:26 -0500 Mime-Version: 1.0 Content-Type: text/plain;
                  charset="Windows-1252" Content-Transfer-Encoding: 7bit
                  X-Priority: 3 X-Msmail-Priority: Normal X-Mailer:
Microsoft
                  Outlook Express 5.00.2919.6600 X-Mimeole: Produced By
                  Microsoft MimeOLE V5.00.2919.6600 Cc: cc-request What is
the
                  status of this order? I requested 144 service from both
                  SpeakEasy and Covad on November 15th. Not a word since.
Can
                  someone tell me what is going on? This order better not
have
                  been cancelled. /Ian Storrs
                  December 2, 1999 6:55:50


                  Customer Care Update
                  <<< Customer Care Update >>> The ordered service was
changed
                  from TeleSpeed 192 to TeleSpeed 144
                  December 2, 1999 8:00:55


                  Customer Care Update
                  <<< Customer Care Update >>> SUBMITTED DOWNGRADE ORDER
FROM
                  TELESPEED 192 TO TELESPEED 144. REQUESTED A DESIRED DUE
DATE
                  OF 12-09-99.WILL UPDATE IN 48 HOURS TO CONFIRM DATE OR
WITH
                  FURTHER STATUS.
                  December 3, 1999 11:53:39


                  Customer Care Update
                  <<< Customer Care Update >>> Our vendor/BellSouth has
notified
                  us of your installation date _12/10/99_. After this
                  installation is completed, your Covad install date will be
                  scheduled. Pon # 107265
                  December 3, 1999 13:02:46


                  Install Scheduled
                  <<< Install Scheduled >>>
                  December 13, 1999 7:51:56


                  Customer Care Update
                  <<< Loop Not Delivered >>>
                  December 13, 1999 7:54:12


                  Customer Care Update
                  <<< Customer Care Update >>> Covad install is
                  incomplete,service is not complete,due to the loop has not
yet
                  been delivered. There was no signal,wires were tagged in
the
                  NID, which is located in the back of the house. Technician
                  spoke with Sundia at the dispatch. Router plugged in and
                  powered on. Router serial #300293. (agent id=64140)
                  December 13, 1999 8:33:02


                  Customer Care Update
                  <<< Customer Care Update >>> PF rec'd: 12/13/99 Dated:
                  12/11/99 From: P.Owens Fax #: None Needs F1 pair 107265
TaLisa

                  December 13, 1999 13:56:12


                  Customer Care Update
                  <<< Customer Care Update >>> Received the following
                  request:informed customer that loop was not delivered and
that
                  there is a facilites issue (Agent ID=62667) RT#6034 From
"Ian
                  Storrs" To , , , References
                  <199912032104.NAA04218@panorama.Covad.COM> Subject Re:
Covad
                  Service Order 100459 for Storrs, Ian, Ian Storrs -
                  INSTALLATION INFORMATION Date Fri, 10 Dec 1999
23:54:52 -0500
                  MIME-Version 1.0 Content-Type text/plain;
charset="iso-8859-1"
                  Content-Transfer-Encoding 7bit X-Priority 3
X-MSMail-Priority
                  Normal X-Mailer Microsoft Outlook Express 5.00.2919.6600
                  X-MimeOLE Produced By Microsoft MimeOLE V5.00.2919.6600
Hello
                  Covad/Speakeasy! 1) Covad, did Bellsouth do their
installation
                  on 12/10/99? 2) Covad, will you be coming on 12/13/99 to
                  install the modem etc? 3) Speakeasy, according to COVAD
you
                  must provide me with IP addresses for my ethernet card
                  on/before the dsl 12/13/99 installation. 4) Speakeasy, why
is
                  the TAC not updated with this information, why do the
green
                  progress indicators never updated? /Ian
                  December 13, 1999 17:16:00


                  Customer Care Update
                  <<< Customer Care Update >>> Received the following
request:
                  Updated the IP info and the notes (agent id=61457) rt #
6281
                  From Speakeasy Support Subject Speakeasy DSL IP Assignment
                  [100459] Covad, Here is the Information you require
concerning
                  circuit information. Customer Name: Storrs, Ian Covad
Order
                  Number: 100459 Covad Circuit ID: 100-100-261 Router Model:
ENI
                  SpeedStream 5250 Networking: Bridged WAN Customer Router
IP:
                  216.254.11.1 WAN Client Router IP: 0.0.0.0 WAN Subnet
Mask:
                  255.255.255.0 Routing Protocol: none LAN Client Router IP:
                  216.254.11.1 LAN Subnet Mask: 255.255.255.0 Routing
Protocol:
                  none Use DHCP: No Client Static
IP(s)----------------------
                  216.254.11.199 216.254.11.200 216.254.11.201
216.254.11.202
                  ----------------------------------------- Thank You!
Speakeasy
                  (206) 728-9770
                  December 13, 1999 20:46:05


                  Customer Care Update
                  <<< Customer Care Update >>> Received the following
request:no
                  actions taken (Agent ID=62667) RT#6434 From "Jessica" To
"Ian
                  Storrs" , , , , References
                  <199912032104.NAA04218@panorama.Covad.COM>
                  <000d01bf4393$e0dd0d60$72cafea9@millie> Subject Re: Covad
                  Service Order 100459 for Storrs, Ian, Ian Storrs -
                  INSTALLATION INFORMATION Date Mon, 13 Dec 1999
09:11:30 -0800
                  Ian, Bell South did not complete the work because of an
                  existing facilities issue. Your local telephone company
has
                  informed us that there are not complete existing
facilities to
                  provide you with our DSL service. The F1 pair is either
                  totally missing or incomplete and must be completed before
                  service can be brought to you. The F1 pair is the line
which
                  runs from the CO to the connect box somewhere in or on
your
                  curb. Let me show it visually: CO-------f1-------connect
                  box----f2-----house The telephone company does not give us
a
                  time line of when this work will be completed by, and the
                  estimate I like to give people is between 3 weeks to 90
days.
                  Please let me know if you have any questions. Covad will
be
                  out today to do their part of the install, however.
Because of
                  this problem, and the fact that the line will take awhile
to
                  complete, the IP addresses will be assigned but will not
be
                  available for the install today. Up to step three is
                  highlighted on tac, and the Covad log is up to date. If
you
                  are not seeing this highlighting, please dump your cache
and
                  reload your page. Thanks, Jessica Bandy
                  January 7, 2000 15:24:44


                  Customer Care Update
                  <<< Customer Care Update >>> received the following
request:
                  action taken: forward to the proper dept to get an update
on
                  facility issue (Agent ID=62660) RT# 20258 From "Ian
Storrs" To
                  "Jessica" , , , , References
                  <199912032104.NAA04218@panorama.Covad.COM>
                  <000d01bf4393$e0dd0d60$72cafea9@millie>
                  <02e801bf458d$1933e580$8e0010ac@speakeasy.org> Subject Re:
                  Covad Service Order 100459 for Storrs, Ian, Ian Storrs -
                  INSTALLATION INFORMATION Date Thu, 6 Jan 2000
20:53:11 -0500
                  MIME-Version 1.0 Content-Type text/plain;
charset="iso-8859-1"
                  Content-Transfer-Encoding 7bit X-Priority 3
X-MSMail-Priority
                  Normal X-Mailer Microsoft Outlook Express 5.00.2919.6600
                  X-MimeOLE Produced By Microsoft MimeOLE V5.00.2919.6600
OK, it
                  has been 3.5 weeks now, has Bellsouth any progress or new
                  information to report? /Ian
                  January 12, 2000 13:13:14


                  Customer Care Update
                  <<< Customer Care Update >>> 1/12/00 RELEASED FROM PF
STATUS
                  NEW DUE DATE: 1/19/00 TJOHNSON SERVICE DELIVERY
                  January 14, 2000 9:51:04


                  Customer Care Update
                  <<< Customer Care Update >>> Order must stay in Ilec QUE
until
                  FOC date is met and the loop is accepted. Tac can not work
                  this issue until foc date is met and loop is accepted.
This is
                  not a troubleshooting issue.
                  January 17, 2000 7:08:51


                  Customer Care Update
                  <<< Customer Care Update >>> WE ARE CURRENTLY WORKING WITH
                  YOUR CARRIER TO COMPLETE THIS ORDER...WILL UPDATE LOG
AFTER
                  MORE INFO IS AVAILABLE COVAD CUSTOMER CARE
                  January 21, 2000 6:59:49


                  Customer Care Update
                  <<< Customer Care Update >>> Received the following
request,
                  action taken: Sent to the department handling loop issues
for
                  DMARC information. RT # 28614 (agent id = 60171)
Message-ID
                  <00ed01bf6352$67774100$8e0010ac@speakeasy.org> From
"Jessica"
                  To "Customer Care" Subject Order #100459 Date Thu, 20 Jan
2000
                  06:26:56 -0800 MIME-Version 1.0 Content-Type
                  multipart/alternative;
                  boundary="----=_NextPart_000_00EA_01BF630F.593A1060"
                  X-Priority 3 X-MSMail-Priority Normal X-Mailer Microsoft
                  Outlook Express 5.00.2615.200 X-MimeOLE Produced By
Microsoft
                  MimeOLE V5.00.2615.200 This is a multi-part message in
MIME
                  format. ------=_NextPart_000_00EA_01BF630F.593A1060
                  Content-Type: text/plain; charset="iso-8859-1"
                  Content-Transfer-Encoding: quoted-printable Hi, Please
provide
                  status on order #100459 as the log notes are unclear as =
to
                  if this loop was delivered. Please provide an
understandable
                  update = in the CFI. Thanks, Jessica Bandy Speakeasy DSL
                  Coordinator 1.800.556.5829 spkdsl@speakeasy.net
                  January 21, 2000 7:03:54


                  Customer Care Update
                  <<< Customer Care Update >>> Copy of email sent to the
ISP.
                  RT# 28614 (agent id = 60171) Hello, The logs indicate the
loop
                  test passed, but I can't find DMARC information to tell us
                  that the loop was delivered. The order was sent to
Scheduling
                  for an install date. I am sending this to the department
                  handling loop issues for the DMARC information. Thank you,
                  Covad CustomerCare
                  January 21, 2000 17:03:23


                  Customer Care Update
                  <<< Customer Care Update >>> Received the following email.
                  Sent to correct department. (AGENT ID=62655) (RT#=28614)
From
                  "Jessica" Subject Re: [Covad #28614] (Customer Care) Order
                  #100459 Date Fri, 21 Jan 2000 07:25:31 -0800 Hi again,
This
                  order actually now states DMARK info. Can we move this
into
                  scheduling now? Thanks! Jessica Bandy Speakeasy DSL
                  Coordinator 1.800.556.5829 spkdsl@speakeasy.net for
status:
                  http://www.speakeasy.net/tac/ ----- Original Message -----
                  From: Sharalyn Wirick
                  January 31, 2000 7:28:41


                  Customer Care Update
                  <<< Customer Care Update >>> Jessica/ISP wanted to speak
with
                  a dispatcher to schedule a service appointment. I
connected
                  her to Sondra in dispatch. (agent id 60087)
                  February 3, 2000 12:17:41


                  Customer Care Update
                  <<< Customer Care Update >>> Ian EU called to see if the
Covad
                  tech is still going out. I informed him that as far as I
can
                  see he is. (Agent ID=60066)
                  February 3, 2000 13:17:49


                  Customer Care Update
                  <<< Loop Delivered, No Continuity >>>
                  February 3, 2000 13:20:10


                  Customer Care Update
                  <<< Customer Care Update >>> Covad install is complete.
Spoke
                  to Margo at tac. No inside wiring. Did not speak to ISP.
                  Router plugged in and powered on. Trouble ticket needed
with
                  Bell South..AgentID(62394).
                  February 7, 2000 14:55:41


                  Customer Care Update
                  <<< Customer Care Update >>> A trouble ticket has been
opened
                  with the local carrier for no continuity.
                  February 7, 2000 14:58:46


                  Customer Care Update
                  <<< Customer Care Update >>> A new trouble ticket has been
                  opened with the local telephone company with a commit time
of
                  2/8/2000 5:56 PM
                  February 7, 2000 14:58:46


                  Open Trouble Ticket
                  <<< ILEC Trouble Ticket Opened >>>
                  February 9, 2000 8:56:50


                  Customer Care Update
                  <<< Customer Care Update >>> Per BellSouth, jumper
reversed.
                  They are now able to pass traffic. FEBE, Mchannel, and CRC
                  tests are OK. Dm'd 24 hrs to allow COVAD to secure an IP
                  address from the ISP to ping. COVAD Customer Care
                  February 9, 2000 9:06:28


                  Customer Care Update
                  <<< Customer Care Update >>> Attempted to contact ISP via
                  phone- unable to reach anyone at number provided. An email
has
                  been sent requesting a WAN Client IP address. COVAD
Customer
                  Care
                  February 9, 2000 10:17:31


                  Customer Care Update
                  <<< Customer Care Update >>> The local telephone company
has
                  changed their commit time for resolving the issue with
your
                  client's line. The new commit time is 2/10/2000 1:19 PM
                  February 9, 2000 10:17:31


                  Customer Care Update
                  <<< New ILEC Commit Time >>>
                  February 10, 2000 12:54:39


                  Customer Care Update
                  <<< Customer Care Update >>> The IP address has been
received
                  and is now available when ready to ping. Covad Customer
Care
                  February 10, 2000 13:55:59


                  Customer Care Update
                  <<< Customer Care Update >>> Ashley ISP called to get an
                  update. I informed him that the loop test failied due to
an
                  open in. Bell was a no-show at the MPOE meet. Covad tech
                  tested the line with TAC, it was determined that it's
opened
                  on Bell's side at the CO. (Agent ID-60066)
                  February 10, 2000 16:19:06


                  Customer Care Update
                  <<< Customer Care Update >>> Received the following
request:
                  From "Jessica" To "Customer Care" Subject Order #100459
Date
                  Mon, 7 Feb 2000 07:05:58 -0800 MIME-Version 1.0
Content-Type
                  multipart/alternative;
                  boundary="----=_NextPart_000_0243_01BF7139.C8850AA0"
                  X-Priority 3 X-MSMail-Priority Normal X-Mailer Microsoft
                  Outlook Express 5.00.2615.200 X-MimeOLE Produced By
Microsoft
                  MimeOLE V5.00.2615.200 This is a multi-part message in
MIME
                  format. ------=_NextPart_000_0243_01BF7139.C8850AA0
                  Content-Type: text/plain; charset="iso-8859-1"
                  Content-Transfer-Encoding: quoted-printable Hello, Please
have
                  the correct department open a trouble ticket with Bell =
                  South. This install failed on 2/3 and this step has not
yet
                  been taken. = Please provide an update in the next 24
hours
                  indicating that this has = happened and that Bell South
plans
                  resolution. Thanks, Jessica Bandy Speakeasy DSL Lead
                  1.800.556.5829 X119 spkdsl@speakeasy.net for status:
                  http://www.speakeasy.net/tac/ (agent ID=60557) RT #:41142
                  Action Taken:Sent an email response with a status update.
                  February 11, 2000 6:53:05


                  Close Trouble Ticket
                  <<< ILEC Trouble Ticket Close >>>
                  February 11, 2000 6:56:05


                  Customer Care Update
                  <<< Customer Care Update >>> A new trouble ticket has been
                  opened based on open found on the local carrier side. We
                  expect the local carrier to investigate the problem and
                  respond by this time tomorrow. Covad Customer Care
                  February 11, 2000 7:18:32


                  Customer Care Update
                  <<< Customer Care Update >>> Ian EU called to check on
status,
                  informed him that the old TT was closed and a new TT was
                  opened for open in. He requested to speak to a supervisor
he
                  said that this is not acceptable. Transfered to
supervisor.
                  (Agent ID=62661)
                  February 11, 2000 7:42:10


                  Customer Care Update
                  <<< Customer Care Update >>> Supervisor call: Ian/customer
                  expressed his concern about Trouble Tickets being opened
and
                  closed without a resolution to the problem with his order
and
                  he thinks Bellsouth and Covad are playing games. I
explained
                  that we are not playing games, that our goal is excellent
                  customer service but some of these hurdles are part of DSL
                  service. I told him we are working relentlessly on ways to
                  make the process smoother and faster for everyone. (Agent
ID
                  62224)
                  February 14, 2000 8:26:15


                  Customer Care Update
                  <<< Customer Care Update >>> This trouble ticket has been
                  closed. The ping test passed. The loop test passed. This
order
                  is ready for scheduling. Covad Customer Care
                  February 14, 2000 12:25:15


                  Customer Care Update
                  <<< Customer Care Update >>> E-mail received from
Speakeasy.
                  Please escalate for resolution. Thanks- Amber Fishel
Support
                  Manager. On this one, he talked to a supervisor at
customer
                  care on Friday who swore to him that there would be a log
                  update by Saturday(2/12). That didn't happen, but the
trouble
                  ticket on the order was closed today claiming that the
ping
                  test passed and the loop was fine. This is untrue, because
the
                  circuit is not atm pingable, nor are the customer ip's
                  pingable. This is the third or so trouble ticket that has
been
                  opened, and closed without real resolution. Jessica
                  February 15, 2000 0:16:16


                  Customer Care Update
                  <<< Customer Care Update >>> Received the following
request:
                  Referred to the proper department. (agent id=61457) rt #
46643
                  From "Amber Fishel" To Subject FW: Order #100459 Date Mon,
14
                  Feb 2000 12:20:56 -0800 Message-ID
                  <002301bf7728$ffb8c6c0$110c12ac@speakeasy.net>
MIME-Version
                  1.0 Content-Type text/plain; charset="iso-8859-1"
                  Content-Transfer-Encoding 7bit X-Priority 3 (Normal)
                  X-MSMail-Priority Normal X-Mailer Microsoft Outlook 8.5,
Build
                  4.71.2377.0 X-MimeOLE Produced By Microsoft MimeOLE
                  V5.00.2314.1300 Importance Normal Please escalate for
                  resolution. It seems as if we have had multiple ILEC
trouble
                  tickets opened, without resolution. Maybe a vendor meet
can
                  resolve this. Thanks, Amber Fishel Support Manager
                  425-825-3205 -----Original Message----- From: Jessica
                  [mailto:bebe@speakeasy.org] Sent: Monday, February 14,
2000
                  9:47 AM To: Tasha Davis Cc: Amber Fishel Subject: Order
                  #100459 Yo. Order #100459 has had enough! =) Haven't they
all?
                  On this one, he talked to a supervisor at customer care on
                  Friday who swore to him that there would be a log update
by
                  Saturday(2/12). That didn't happen, but the trouble ticket
on
                  the order was closed today claiming that the ping test
passed
                  and the loop was fine. This is untrue, because the circuit
is
                  not atm pingable, nor are the customer ip's pingable. This
is
                  the third or so trouble ticket that has been opened, and
                  closed without real resolution. What can you ladies do on
this
                  one? Jessica
                  February 15, 2000 0:19:52


                  Customer Care Update
                  <<< Customer Care Update >>> (agent id=61457) Responded to
the
                  email as follows: Hello Amber, This has been forwarded to
the
                  proper department. We will update the CFI log by close of
                  business tommorrow. Thank you Covad customer care
                  February 15, 2000 17:54:42


                  Install Scheduled
                  <<< Install Scheduled >>>
                  February 21, 2000 7:32:16


                  Manual type
                  Tech Duand on site, can not see traffic from tech through
                  dslm. Need bell to fix pair gain issue. request mpoe meet
with
                  pair gain specialist to resolve issue.