July 28, 2003

This morning I figured with any luck a COVAD technician will be at the house sometime between 8 and 12 this morning to tell me my line is working. Around 9:55, the COVAD tech says that they won't re-provision a disconnected line, and punted my request into a Verizon queue. Speakeasy has no idea why they did that since the ticket explicitly stated what happened.

Speakeasy calls me three times today. The first was an upper-tier tech named Michelle who told me that since I didn't get the line pair back, that my best bet was to cancel and re-provision service as a new customer rather than watch Verizon and COVAD bounce the ball back and forth for the next three weeks. Michelle closed the Speakeasy and COVAD tickets and transferred me to April in Sales to complete the process.

April told me that COVAD won't take a new service order on a line (read: telephone number) that already has service. This in spite of the fact that the line in question doesn't actually have service and is a completely different copper pair. Why they even care about the phone number in the first place is beyond me. She said she'd put it in her queue and keep trying until she got the order to go through.

Well, long story short, Speakeasy (well, Michelle) gave me a month's credit for dropping the ball on my trouble ticket (5 day response time and I had to call to get anyone to take action on it) and apologized for Verzion's fuck up, which is more than I got from the sassy operator at Verizon. An hour later I got an e-mail to set up new service with my existing equipment.

Please let me know how you got here, if this page was useful to you, and your opinions.

Unless noted, all content on epistolary.org is © Copyright 1999-2008 to Rob Carlson with all rights reserved. All information is verified when possible, cited as appropriate and applied in the real world at your own risk. Send all feedback to rob@vees.net.

Leave a Reply