Every time I’ve opened a FIOS ticket, Frontier can never find the ticket later. I even escalated all the way to the president of Frontier. Someone in his office took all my info and discussed the problems at length, and finally gave me something like a $150 credit.
Now I just pray it never goes down, because when it does, Frontier is not competent to solve the problem in anything like a timely fashion. If a Frontier tech is on this list, I ask you kindly figure out what the blasted deal is with your vanishing ticket numbers. This has been going on for MONTHS! -mel beckman > On Jan 3, 2017, at 6:56 PM, Paul B. Henson <hen...@acm.org> wrote: > > So I woke up this morning to discover my business FIOS had croaked about > 3:30 AM :(. Everything looked good on the ONT, but couldn't ping the > gateway. Poked at it from the other side, and it looked like traceroute > died a hop or so short of what I remember, so seemed to be a layer 3 > issue on their side. Called support, killed an hour going through the > level 1 checklist (I suppose I understand why they have to do it, but it > doesn't make it any less frustrating to have to do the reset/power > cycle/cable reseat dance when you already know it's not going to change > a thing). Finally talked her into escalating the issue, and was told > there was a known outage in my area with reference #37202878, no cause > provided, and no ETA on resolution. Yay. > > So I opened a chat session a little bit ago to see if I could get an > update on when my FIOS might come back. Of course the support tech > wanted to lead me through the dance again <sigh>, but I explained my > earlier conversation and asked him if he could just update me on the > outage. He said he had no record of that outage. I talked him into > escalating the issue again. He said his escalation engineer had never > heard of that outage or that reference number, and that everything > seemed fine with my FIOS, and I should just try resetting the ONT again > 8-/. > > So here I am, still with no FIOS, a general outage that may or may not > exist, and support techs with different stories :(. The last time I had > a problem like this my FIOS was down about three days, level 1 and level > 2 support swore there was nothing wrong with it and had actually > scheduled a truck roll to replace my ONT, and it turned out to be an > accidental misconfiguration that took a while to resolve. I'm assuming > something similar happened again this time, same mysterious layer 3 > breakage in the middle of the night, same claims by layer 1 and layer 2 > support that there's nothing wrong, same obvious layer 3 functionality > issues. I'm guessing it will eventually just start working again. > Hopefully it won't be three days this time. If anybody in Frontier land > wants to throw a fellow network admin a bone and has any information on > this potential outage or when my FIOS might come back online I'd really > appreciate knowing :). > > On another note, I was wondering if anybody has had their static FIOS IP > addresses migrated from Verizon space to Frontier space yet? Last April > they said they are going to do it by this April, which only leaves four > months. So far I haven't heard anything about it regarding my account. > > Thanks… >