CONTACTS 
0201 - Pacific Bell SBC
020101 - Mr. Tim Misslin; Service Technician #039
020102 - East Bay Service Operations

SUBJECTS
Arrange Service
Installation and Disconnect
Technical Support 877 722 3755
Correct Configuration to Avoid Noise on 8948 During Voice and DSL Tra
Ordered Support to Correct Configuration Error
Correct Configuration to Avoid Noise on 8948 During Voice and DSL Tra

0908 -
0908 -    ..
0909 - Summary/Objective
0910 -
091001 - Follow up ref SDS 6 0000, ref SDS 5 0000.
091002 -
091003 - Tim explained terms of service based on company instructions in
091004 - seminars and published guidance.  His understandings align closely
091005 - with Mike's explanation on 030510. ref SDS 6 QQ91
091007 -  ..
091008 - Tim prepared....
091009 -
091010 -                      Statement of Labor Charges
091011 -                        and Proof of Warranty
091013 -  ..
091014 - Billing Telephone Number:  925 680 8948
091016 -  ..
091017 - Order Ticket Number:       0347374
091018 -
091019 -         [On 030616 SBC submitted invoice with a charge of $77 for work
091020 -         today; analysis shows this is an erroneous charge. ref SDS 10
091021 -         0001
091023 -  ..
091024 - Tim initially investigated outside connections.  After about 10
091025 - minutes, he reported finding no evident problems.
091026 -
091027 -     [On 030527 Dave Grant reported finding defective outside lines and
091028 -     made repairs. ref SDS 8 M14Q
091030 -  ..
091031 - Tim examined connections from the phone jack to the router and to the
091032 - telephone where the problem is occurring.  He tested the line and
091033 - verified there is noise when using voice transmission on line 8948 and
091034 - when DSL is connected.
091035 -
091036 -     [On 030525 Dale at DSL customer support tested the line and found
091037 -     472 CFC errors, which he said is 5 times over the acceptable
091038 -     tolerance. ref SDS 7 SI72
091040 -  ..
091041 - Tim described the problem as follows....
091043 -       ..
091044 -      Subscriber (sub) has a telephone jack fastened to the wall within
091045 -      10' of a two-line telephone and a computer.  The two-line phone
091046 -      unit has two ports.  One is for a dual-line connection cable, the
091047 -      second port supports two single line connections using a
091048 -      splitter.  Sub has two telephone lines, 8947 which is used solely
091049 -      for voice, and 8948 which is used for both voice and DSL service.
091050 -      There are two ports on the phone jack fastened to the wall, and
091051 -      installed by Pac Bell on or about 950728. ref SDS 2 0001  One is
091052 -      a dual port for both lines, 8947 and 8948.  The second port
091053 -      services only line 8948 because it was originally installed by
091054 -      Pac Bell on or about 950711 for a dial up connection to a modem
091055 -      in the computer.  Sub had both lines connected from the two line
091056 -      port on the jack to the two line port on the phone unit.  On
091057 -      020916 the second port on the jack connected line 8498 to the DSL
091058 -      router (modem) through a splitter and a filter. ref SDS 4 YZ47
091059 -      The split line from the port for 8948 went to an internal modem,
091060 -      which was configured to enable dial up Internet access in the
091061 -      event of problems with DSL.
091063 -       ..
091064 -      This configuration caused noise that interferred with voice
091065 -      transmission on line 8948 during DSL operations because the
091066 -      second line on the dual-line connection cable to the telephone
091067 -      does not permit installation of a filter.
091069 -       ..
091070 -      Sub was advised during the visit that DSL reliability has been
091071 -      improved, and so the dial up connection is no longer needed for
091072 -      backup.  Sub reported the DSL line drops the connection during a
091073 -      session.  This happens twice a day, and sometimes 3 or 4 times a
091074 -      week.  Sub was notified that the DSL line should not drop the
091075 -      connection during a session; that DSL is relatively new in this
091076 -      area of Concord, and that SBC is making improvements to improve
091077 -      reliability.  Sub reported that DSL service at the Golden Gateway
091078 -      Center in San Francisco has never dropped the connection during
091079 -      several years of service.  This makes poor performance in Concord
091080 -      startling, and it reduces productivity.
091082 -       ..
091083 -      Sub was advised that experience over the past 6 months or so has
091084 -      established the internal modem for dial-up Internet access is no
091085 -      longer needed.  This assurance allowed disconnecting the splitter
091086 -      on the dedicated line for 8948 to the computer modem, and so the
091087 -      filter that was previously supporting the dial up connection was
091088 -      available for other use.
091089 -
091090 -         [On 030525 reported problems with DSL maintaining connection
091091 -         and making connections; Pacific Bell investigation reported
091092 -         470 CRCs indicating 5 times above normal. ref SDS 7 SI72
091094 -          ..
091095 -         [On 030527 Dave Grant reported finding defective outside lines
091096 -         and made repairs. ref SDS 8 M14Q
091098 -  ..
091099 - Tim described the solution....
091100 -
091101 -      New information from SBC permitted a new configuration.
091103 -       ..
091104 -      A single line cable now connects the secondary port for 8948 on
091105 -      the wall jack to the DSL router.  It does not require a filter,
091106 -      because the dial up modem is no longer connected.
091108 -       ..
091109 -      A standard splitter was supplied to the sub for the primary port
091110 -      that services both lines 8947 and the DSL line 8948.  Splitting
091111 -      these lines enabled connecting two cables to the phone unit,
091112 -      rather than the prior configuration where a single double line
091113 -      cable connected the double-line port on the wall jack to a
091114 -      double-line port on the phone unit.  One line services 8947 and
091115 -      the second separate line services 8948.  Since 8948 is a DSL line
091116 -      the filter was installed on the splitter side of the 8948 line to
091117 -      prevent DSL activity from impacting voice transmission.
091118 -
091119 -         [On 030610 SBC technician Kharl Tabasas replaced the work
091120 -         performed today. ref SDS 9 544F
091122 -          ..
091123 -         [On 030616 SBC submitted invoice with a charge of $77 for work
091124 -         today; analysis shows this is an erroneous charge. ref SDS 10
091125 -         0001
091127 -       ..
091128 -      Sub asked if there is a configuration that avoids two lines
091129 -      connecting the telephone unit, since this gives a non-standard
091130 -      appearance and poses utility and maintenance issues.  Sub advised
091131 -      that installation at 440 Davis Court #1602 in San Francisco has
091132 -      the same brand telephone unit, two lines and there is only one
091133 -      cable going to the telephone unit, rather than two.  Sub was
091134 -      advised that an alternate configuration like that described for
091135 -      the San Francisco location is unfamiliar to the technician.
091136 -
091137 -         [On 030525 reported problems with DSL maintaining connection
091138 -         and making connections; Pacific Bell investigation reported
091139 -         470 CRCs indicating 5 times above normal. ref SDS 7 SI72
091140 -
091141 -
091142 -
091144 -  ..
091145 - Tim called the phone company DSL support and talked to....
091147 -  ..
091148 - Bryon who can be reached by customers by dialing...
091149 -
091150 -
091151 -                       888 481 0365
091153 -  ..
091154 - Bryon advised that customers can purchase a DSL network hub for...
091155 -
091156 -                            $150
091158 -  ..
091159 - This enables customers to connect multiple computers to the same DSL
091160 - line.
091162 -  ..
091163 - At the conclusion of the work, Tim clocked his time as...
091164 -
091165 -               Ending............. 1055
091166 -               Starting........... 1020
091167 -
091168 -               Total time.........   35
091170 -  ..
091171 - Tim prepared an estimate of charges in the amount of $77.00
091172 -
091173 -       Tim proposed charging for 1st 15 minutes......   $45
091174 -
091175 -                                 2nd 15 mintues......    16
091176 -
091177 -                                      5 minutes......    16
091178 -                                    ----               -----
091179 -                                     35 minutes         $77
091180 -
091182 -  ..
091183 - Limited 90 day warranty.
091184 -
091185 -    Pacific Bell warrants the work.
091187 -  ..
091188 - Pacific Bell charges of $77 today for configuring cables and related
091189 - equipment consisting of phone units, router, a phone jack, splitter
091190 - and a filter, appears to be required for DSL service.  As a result,
091191 - these installation charges were paid by agreeing to the terms Pacific
091192 - Bell offered on 020909. ref SDS 3 4B3G
091193 -
091194 -
091195 -
091196 -
091197 -
091198 -
091199 -
091200 -
091201 -
091202 -
091203 -
0913 -