Benvt
@myfairpoint.net
| Is FP ignoring me??? They say they will call and don't ever
I've been trying to contact FP since before Easter to resolve why my 3000/768 service never goes above 1400/130. I couldn't get through at all until right after they announced their "secret" plan to improve service. Since then I can get through online and over the phone within an hour. They established a trouble ticket on 4/22. I have talked to them both online and on the phone. Every conversation ends with them saying they will fix the issue, and they schedule a time to call me back. Then they never call back. I just tried to get through online today and was disconnected from the chat and now their chat doesn't work. I'm done wasting so much time with them. Anyone know anyone else I should contact. This is the absolute worst customer service I have ever dealt with. |
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Benvt
@myfairpoint.net
| Wow... i just spent 3 hours with FP bouncing me back and forth between customer and technical service. They each blame the problem on the other. One person was honest and said he actually has no idea what is going on. Their departments don't even talk to eachother! Tech says I should have 3 Mps service while customer service says I can only get 1.6 Mps. Tech says all they need is permission from customer service and they will fix it. Customer service won't give them permission because their computer says 1.6. They don't sound like they know what they are doing at all. I wish there were other isps in rural VT. |
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tschmidt
Premium,MVM
join:2000-11-12
Milford, NH | Post your modem stats, that will show what speed you are provisioned at and more importantly line margin.
3000/768 and 1500/384 are the same price. Which one you get depends on circuit characteristics.
/tom |
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Benvt
@myfairpoint.net
| I know we're currently provisioned for 1.6. The conflict at FP is that tech support says we can be reprovisioned for 3 and customer service says we can't. But when tech support talked to a supervisor in customer service they said we could get 3. Each department tells me the other is wrong??? |
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Benvt
@myfairpoint.net | reply to tschmidt
connection=1792 kbps
line attenuation=47.0 db
noise margin=26.8 db
Do you know if I can get 3.0 Mbps with these stats? (FP obviously doesn't) Thanks! |
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tschmidt
Premium,MVM
join:2000-11-12
Milford, NH
 ·Hollis Hosting
 ·Verizon Online DSL
·Fairpoint Communic..
| 
1500/384 stats |
said by Benvt :
Do you know if I can get 3.0 Mbps with these stats?
Need both download and upload stats. Looks we are at similar distance - a little outside the "approved" range.
Interesting you have been having so much trouble getting upgraded to 3000/768. My experience was the opposite. I'm slightly beyond 12,000 feet and Verizon would never upgrade me. Called FairPoint last year and rep said I was too far but agreed to put in the upgrade request. Been a happy camper at 3000/768 ever since.
My Line attenuation is 46 dB (down) 31 dB (Up) When I had 1500/384 service margin was 31/23 dB, at 3000/768 is is 24/10 dB.
/tom |
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Benvt
@myfairpoint.net | upload: 160 kbps, 29.0 db, 30.0 db
I've read your previous posts about your upgrade and thought I'd get the same. It seems like tech has no problem with the request, but customer service won't give them permission? |
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tschmidt
Premium,MVM
join:2000-11-12
Milford, NH
·Hollis Hosting
·Verizon Online DSL
·Fairpoint Communic..
| I forgot who I called, I think billing/customer service not tech support. Have you tried to call customer service yourself? Horrible call hold times should be better by now.
I need to call FairPoint to set up on-line web account but have been putting it off.
/tom
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Benvt
@myfairpoint.net
| reply to tschmidt
Re: Is FP ignoring me??? They say they will call and don't ever
FP kept bouncing me between tech and customer service. Wait time isn't too bad now.
The best customer service could do is tell me that they would send someone out to recheck our lines to see if they can support 3 Mbps. They're supposed to call me back. I hope they actually do this time. |
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tschmidt
Premium,MVM
join:2000-11-12
Milford, NH
·Hollis Hosting
·Verizon Online DSL
·Fairpoint Communic..
| Be nice of you registered - that would maintain some constancy. Have no idea if anonymous Benvt posts are all the same person.
One thing you may want to do is plug modem directly into Telco NID test jack. If margin improves something within your home is degrading performance. If so it is your responsibility to fix.
Speed increase places greater demand on your circuit. Want to make sure once signal arrives it is not degraded.
/tom |
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kuzzle
join:2007-07-27
Richmond, ME | reply to Benvt
Your not alone, Fairpoint does the same thing to me. |
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lobster11
join:2004-01-19
Brunswick, ME
·Verizon Online DSL
1 edit | When I called gwi.net sales a couple of months ago they tested my line over the phone and said that I qualified for 3.0 service. My service is 1.5 with margin 14.0 & 12.0, and attenuation 57.5 & 18.5. I have to install a device called a POTS line splitter which is supposed to improve those numbers.
PS: Those stats are from »192.168.1.1/transtat.htm |
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Forkelc
join:2002-01-05
Portsmouth, NH
·Fairpoint Communic..
| reply to tschmidt
Good luck with the online account. Mine worked for a few days, and then I was locked out. After my password was "reset" by a "manager" I'm still locked out.
//Rant On:
I've honestly tried to give Fairpoint the benefit of the doubt, and have actually been quite lucky so far:
- 3.0/768 still works well IF I RESET MY MODEM EVERY DAY (otherwise it drops to 1.8/768).
- I have all of my e-mail, and have had consistent up-time.
BUT, the speed drops, sporadic DNS resolution issues, erratic customer support (sometimes good, sometimes not accurate, sometimes not there all together) ... I'm ready to leave.
Not that Verizon was a great company to deal with, but I never had ANY technical issues when they were still running the show.
//Rant Off |
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mouseferatu
Too many cats, Too many mice
Premium,MVM
join:2004-03-16
Im not sure
clubs:
 ·Verizon FIOS
·Fairpoint Communic..
 ·Comcast
| reply to Benvt
I am not a fan of FP's "we'll call you back" system. They have not yet called me back on any occasion when they stated that they would.
As tschmidt  mentioned, there is an advantage to registering for the DSL Reports site... membership is free, no one hassles you, and there are any number of folks that can help you track an issue if you want.
The FairPoint customer service wait times have improved slightly, but, IMO, the answers that you get are hit or miss and dependent upon luck of the draw. I have been trying to get a problem with my fiber HSI resolved for a while, and they can't find my account again, despite the folks in Carolina finding for them last week.
--
"Do not meddle in the affairs of dragons, for thou art crispy and good with catsup." |
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Benvt
join:2009-05-08
Richford, VT
| reply to Benvt
Just registered. Didn't think I'd be here long enough to bother registering, but thanks to FP I guess I'm a regular now.
Still no call back. I really don't trust them when tech support tells me all they need is permission from customer service to give me 3000/768, and customer service tells me they don't think I can get above 1.6. I would think that tech support knows my line capabilities better than customer service. Part of me wonders if they're giving me the runaround because they can increase it but don't want to. |
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mouseferatu
Too many cats, Too many mice
Premium,MVM
join:2004-03-16
Im not sure
clubs:
·Verizon FIOS
·Fairpoint Communic..
·Comcast
1 edit | Welcome to BBR! 
Although I don't *know* that this is the case, I would honestly expect that it is more likely that FairPoint is inept than holding out on provision of service if upgrade is available to you. It seems to take a lot of hassle to get a minimal result...
They can get my service issue resolved- they have in the past, my ONT was replaced after a huge power surge- but they are so confused at a management level that nothing happens easily.
NH has told them to get their act together, and I would suppose that the other states will follow, if they have not already done so...
»Fairpoint's Top Secret Improvement Plan
~Arel
--
"Do not meddle in the affairs of dragons, for thou art crispy and good with catsup." |
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Benvt
join:2009-05-08
Richford, VT | reply to Benvt
Still no call within the time they said. That's 3+ strikes. I can't waste any more of my time with this. Does anyone know who I should notify in VT? |
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radioman66
join:2009-05-14
Brandon, VT
| reply to Benvt
Fair Point is a Scam .....Caveat emptor
When they took over from verizon my service was intermittent to say the least, before I moved. Out every other day.
Here is my horrible tale honest, true and sickening.
Now I have moved and notified them two weeks in advance of the move and now three weeks later after the move and the timeframe that I was to have internet and phone service I only have phone service & no dsl. Now five weeks after I called to do the switch., they do not know when I will get my dsl service and can not provide any time frame either.
I have been disconnected from calls by rude customer service reps. and transferred to another rep when I was told they were putting me on hold to get the answer I sought. So how many times does one need to explain the situation to these people. I was promised follow up calls that never happened either. I was transferred from tech to repairs, and the order inquiry center and back to customer service over the last five weeks with each area telling me it is the others that need to address the issus for my correct service to get working again. I have spent 40 plus hours on the phone trying to correct this delimna.
The regulatory commission should look into these problems for us customers as in some places this is all we have for internet options.
I did call and email the VT regulatory commission and there is really nothing they can do except file the complaint. I even filed a complaint with the FCC.
For the last seven weeks I have to use a dial up ISP provider for internet service. So now I have charges for these minutes and have to pay for the dsl services I can not get that I am being charged for. I tried to get my service disconnected and they can not do this as I am not officially in the system until the first bill is printed.
Beginning of last week I was told that I would have service in 3-5 business days and this has come and gone with no luck. They do not care or even worry if you want to leave them as a company and go somewhere else.As your account is still active and can not be cancelled at this time.
I was told by one rep in the beginning of march that 16000 customers have left fairpoint in Vermont alone since they took over. Businesses that moved locations do not have the basic phone services needed to conduct their business. Communications tha only took minutes prior to this now take days and weeks and possibly months to correct. So where is the justice or concern on fairpoints stand for losing possible customers after the purchase from verizon. This must be appealling/desirable to the stock holders that they are losing money and customers. Comcast is doing nicely since fairpoint has dropped the ball.
What a scam! HELP...SOS.
7 1/2 weeks later I got my dsl and only to have it go out a week later with the typical response that we need 2-3 days to address the problem. I told the customer wervice rep that I needed dsl now and that I was not going to wait the 2-3 days and have this continue for weeks again. Charlotte out of the NH office got rude to me so I aksed for her supervisor which she said was busy. I asked her how she knew and she rudely told me that she could see her superior. I asked her then to signal with her hand to the supv. Again this is not permitted and the supv could not call me back. I hung up and called back and asked for a supv and then told that person I was cancelling my service and going to Comcast because of her rude attitude to me. Why tolerate that was my thought and off I go to excellent reliable service else where (Comcast).
Do not ever call back on the third day or MY GOD what an attitude you will get for checking on the service you are paying for and expect but can not get!!!!
Nine weeks later and I have gaven up and made the move to Comcast. What a great company they came the next day as I told them of my dilemma. They are Awesome. Five minutes after the tech left I recieved a call making sure everything was correct and that the tech explained everything and if everything was running as it should with no flaws.
Fairpoint never called back as promised, never followed up as told, did not care when I was to recieve dsl and the list grows...
Do Not make the mistake I did, make the jump to any other service provider now!!!!! |
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pcme2000
join:2008-01-17
Bangor, ME | reply to Benvt
Re: Is FP ignoring me??? They say they will call and don't ever
Download Speed: 6557 kbps (819.6 KB/sec transfer rate)
Upload Speed: 719 kbps (89.9 KB/sec transfer rate
FairPoint, Maine |
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