Quick Jump to:

 

DSL Complaint Log

Date

Comment

5/.

Initial attempt at installation. Contract worker came by and didn’t perform installation — he couldn’t touch PacBell line to reterminate for DSL.

5/29/00

Actual installation performed. Two PacBell employees install new DSL terminations, say that it is in synch, but cannot make it actually work. They say the problem is that my account had not been created, say that it will probably be OK the following day.

5/30/00

Initial call to INET complaining that the connection doesn’t work. They confirm that the account has been created and suggest trying again the next day.

6/1/00

Telephone INET to report flashing ready light and that system doesn’t work. PacBell reports that the have the part about the flashing ready light, but don’t have the part about the line not working.

6/4/00

Another call to INET reporting problem. They recommend calling Maintenance. I stay on hold for over half an hour and give up.

6/5/00

Called Maintenance again, still no answer. Maintenance voicemail recommends sending an e-mail, which I do. Nobody ever calls back from maintenance

6/6/00 (estimated)

Regular phone service disconnected. Complaint is made, service is restored the next day.

6/15/00

At least one other call to INET produces no action. They say they logged the complaint.

7/14/00

Bill arrives with three errors

  1. Change in local phone service. I never ordered any change and am being billed for a change to the same service I’ve had for five years.
  2. Bait and switch on the dial-up service. I am being billed about $22 a month for service that was supposed to be covered in the DSL charge.
  3. DSL never worked, so I shouldn’t be billed for it at all.

I attempt to call PacBell but give up after 10 minutes on hold.

7/15/00

Eventually I get through to PacBell after waiting on hold for 10 minutes. Error #1 error is corrected by customer service, then I am referred to DSL customer service. They deny that I ever complained that the service doesn’t work. According to customer service supervisor "Robbie," despite the fact that INET says complaints are logged, DSL customer service has no access to these records, except for one. They acknowledge that there is a record saying the ready light on the modem is blinking, and even acknowledge that this means the connection won’t work, but do not allow that this means I shouldn’t be billed. Robbie says that despite the Windows error message saying the network card is bad, he believes that the connection is not synchronized — meaning that the installation was done incorrectly to begin with. Robbie referred me to Emerging Products Center.

7/16/00

I call INET again. They do have records of additional complaints that DSL customer service does not have. They inform me that my dial-up service was discontinued because it had never been used, and never used because the DSL never worked. "April" also referred me to the Emerging Products Center.
Back to Lansharks main page