[wellylug] Nightmares on Paradise (solved)

[Peter Jones]

-----Original Message-----
From: David Antliff [mailto:dave.antliff at paradise.net.nz]
Sent: Wednesday, 11 August 2004 9:23 a.m.
To: wellylug at lists.naos.co.nz
Subject: RE: [wellylug] Nightmares on Paradise (solved)



On Wed, 11 Aug 2004, Jamie Baddeley wrote:

> Oh well. All fixed now. And it's the first problem of any kind I've had
> in 2 years. So to be fair, 99.9918% percent availability is pretty good.
> But if they'd ticked the boxes at install time, it would have been
> 99.999% which would have been far more impressive.

That's better than my experience. It took me six months and two weeks of
timed-out ping logs to convince them there was a serious problem
(sometimes I'd lose connectivity for over 24 hours at a time - and it was
one of those annoying situations where it never happened when the
technician was on site). It turned out to be the receive signal going over
strength from time to time and a 3dB attentuator fixed it completely, but
the effort required to get past the 'it must be you - check your Windows
settings' mentality was frustrating, especially since I wasn't completely
sure where the problem lay (I'd isolated and eliminated all my gear in my
mind, but you know what it's like... there's always that thought it might
still be you).

My experience suggests: keep logs of everything you do when trying to
diagnose the problem, and get the direct dial number of one of their
engineers.

-- 
David.

Maybe that is a universal comms service provider problem, then.
I recall the same sort of runaround from Telecom years ago, when setting up
remote IBM System 36 sites running over 9600 leased lines.
Telecom would provide the NTUs and would swear black and blue that "
the lines had been tested, the NTUs were correctly configured and the
problem must
be with your setup". Pulling the covers off the NTUs and comparing jumper
settings
at both ends would reveal differences.
Telecoms response "Oh yeah, well they should have been the same"

 

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