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DSL down; is there an outage?

TwistedPair

I live in the Hudson Valley region of NY State. I have had Verizon DSL for several years with no incident, except that when I first signed up, they had to switch the the copper pair I was using (this is what the lineman told me) several times until they could find one that worked. I am not sure if this was happening between my house and the CO or at the CO itself. But they had to go back and forth several times before gettng a line that worked well enough to support DSL.

Occasionally, with heavy rains, the DSL resets or stops working very briefly.

Last night, everything was fine. This morning at 8AM I could not get online. I turned off the wireles router and DSL modem and turned them both back on. Did not work. Turned both off and left it alone until 2PM.

Turned modem back on at 2PM

Disconnected wireless router to remove it from the equation. Connected DSL modem directly to ethernet jack on laptop. Laptop sees connection but can't connect to anything. Pinging any website (google.com etc) times out.

DSL light is flashing which means it can not synch with the DSL service. Again I restarted the modem, unplugged and replugged it, pushed the reset button, etc and it will not do anything except flash the DSL light.

I called the 1-800-Verizon number which did an automated test, but that did not reveal any useful information. I talked to technical support who did several line tests. She said the signal strength was not very good, but then said that there was a large DSL outage.

If there is an outage, then how come nothing is listed at these pages?

http://www.verizon.net/central/vzc.portal?_nfpb=true&_pageLabel=vzc_help_contentDisplay&linkflag=guestonly_noregion&case=6345

https://www.verizon.net/central/vzc.portal?_nfpb=true&_pageLabel=vzc_help_systemStatus

They say:
"DSL Network

Nothing to report."

If there is an outage, how widespread is it? The technician on the phone said it was 'bigger than New York' but it was clear she was not from the US and probably not familiar with the area. Why isn't the outage mentioned on the Verizon website somewhere?

Was the technician just trying to stall me and hope it starts working by tomorrow?

If there is a known outage, does anyone know when the network is anticipated to be working again?

Will the time that the DSL network is unavailable be prorated and removed from my bill automatically? If not, how do I make sure it gets refunded?

Comments

cwgenerals

Yes, I'm in Hampstead, MD and there was an outage from 7/3/10 afternoon until this evening 7/5/10. When I called Verizon (and worked my way through the automated operator) it did mention an outage in my area. What I want to know is how a top notch company like Verizon could have an outage over 36 HOURS!! Yes, it's a holiday weekend, but I was trying to work this weekend (I telecommute for a national donor transplant organization). I'm not far from Baltimore, MD and I KNOW if this outage was in that area, it would've been fixed sooner. Verizon told me "we have no engineering dept on Saturdays". Really?!

Fortunately, my neighbor let me tap into his Quantum connection (which of course, wasn't experiencing an outage) and Wow! It was much faster. He told me that for about $60/month, he gets his internet and phones through that connection. It's all digital.

Not only was there no mention of this outage, there is no "contact us" available to complain to the department I want to speak to. I want to know why repairing this outage is taking so long. If Verizon is losing it's reliability to its residential customers, then there are other options out there.

Fortunately, tech support is always friendly. Although the first person I spoke with (and I told the automated operator reported an outage) she reset the password in my Westell modem, which expired in 24 hours, causing me difficulty when the system came up again (after 24 hours). Fortunately, the second technician tapped into my browser with gotoassist and fixed everything while I was tapping into my work applications at the same time so I could do my job. Very helpful!!

Just because Hampstead, MD is a small po-dunk town, doesn't mean "we don't need none of that there internet" so don't be dragging your feet and treating us like second class customers. We might just take our business elsewhere.

TwistedPair

I am back online now as well. I did consider going to my mother in law's and she has a cable modem too. So as you say, it's a great recipie for Verizon to lose customers;

-Experience an outage on what is normally a pretty reliable service, during a holiday weekend when everyone is probably trying to check the weather, traffic, etc online

-Then, don't post any information on your website so customers get frustrated and have no idea if the outage is a problem with their line, is a local outage, nationwide, etc

I bet the service outage won't be automatically refunded on my bill either, and I'll have to spend about 15 minutes in automated menus trying to get that back

TwistedPair

And now my DSL works but I have no dialtone! Yes I checked it at the network interface box. What the hell is going on?!

Still no status on the official outage page:

https://www.verizon.net/central/vzc.portal?_nfpb=true&_pageLabel=vzc_help_systemStatus

ah151137

You are lucky. We lost internet in Western MA on July 1 and we still do not have it back. They tested all of our lines and keep telling us that the outage is still happening. The recording on the techsupport line says it is out from MA to NY and down to VA.

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