DSL SERVICE RESTORED AT 5:45pm.
To All SpeedFactory Customers
To All SpeedFactory Customers
In the early hours of this morning, our network monitoring system alerted us to a problem with our DSL circuits in Atlanta.
We reported the outage to AT&T, who acknowledged an internal error on their part. However, we were unable to make any significant progress until early morning. By the time it was resolved we had to work through five different parts of their organization to get it fixed.
I apologize for the loss of service, coming so quickly after last week’s outage. While this was entirely outside of our control, I know that your access to the Internet has been disrupted, and that is not acceptable. As your Internet Service Provider, my commitment to you is that we will work with AT&T to understand the cause of this outage, and ensure that it does not happen again.
Each and every customer is important to us, and I recognize that recent events will have shaken your confidence in our abilities to provide you with a reliable service, and maybe you’re questioning if we will continue offering services in the Atlanta region.
On behalf of myself and my team, I want to assure you that we are here to stay and we are working diligently to eliminate future problems. We are committed to winning back your confidence and providing you with a service that we feel proud of, and that meets your needs.
Sincerely,
Robert Ford
President
SpeedFactory, Inc.
CONTACT US AT: http://speedfactory.net/contact.php
4 comments:
Please do not blame AT&T. That just happens to be your vendor who provides the service to you. You have an obligation to your customers to keep the service alive. It doesn't matter if At&t goes down or not, you should have a backup plan to provide service to your customers in case of this type of outage. The customer doesn't want to hear an excuse, they just want their service back.
I'm guessing that the challenge is that they've got a single ATM DS3 or OC3 to AT&T that the DSL end-users come in on. If that circuit is out, it's out.
Redundancy isn't easy, as end-users are targeted to a specific ATM circuit. Even if you had two, each end-user PVC lands on a specific one, so moving them requires about as much work as fixing the ATM itself.
One way to limit the potential for problems is to buy a path protected and diverse ATM circuit. As there's been no information posted about WHY the ATM went down, it's not clear if this would have eliminated the problem or not.
I disagree.. i think AT&T and there poor customer service is the problem. I used to be an AT&T DSL subscriber and left because my DSL went down three times a month. Did AT&T have a backup plan.. No... Did I call AT&T India Technical support where they ask if my light on in back of my computer and if I mention that I have a router they hang up on me with no support.
AT&T are idiots and if they can reduced SpeedFactory's subscription base and flip it to them this is a way to do it.
Hey! Some of us IFTL customers in NE Atlanta are still out of service as of 15:18 4/21/08!!!
After trying to contact the tech support line, it will eventually roll over to an answering service... How many times do I need to leave my name and number with false hopes of getting called back? I really don't want to switch ISPs, but I've been without service since two Fridays ago and getting really frustrated.
Oh well... Off to submit yet another online trouble ticket.
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