CONTACTS 
0201 - ATT Internet
020101 - Mr. Donald McKenzie
020103 - Technical Support
020104 - Description
0202 - Pacific Bell
020201 - Ms. Debbie NLN; Salesman
020202 - ...........pacbell.com
020203 - DSL Orders
020204 - Ms. Amy NLN; Supervisor
020205 - ...........pacbell.com
020206 - DSL Orders
020207 - Ms. Pearl NLN; Supervisor
020208 - ...........pacbell.com
020209 - DSL Orders

SUBJECTS
DSL NTS Enter Net 300 Pac Bell DSL Software
31190677 Connection Dropped Timeout While Trying to Connect 472 CRC E
Correct Configuration to Avoid Noise on 8948 During Voice and DSL Tra

1005 -
1005 -    ..
1006 - Summary/Objective
1007 -
100701 - Follow up ref SDS 21 0000, ref SDS 20 0000.
100703 -  ..
100704 - Called Pacific Bell Technical Support...
100705 -
100706 -
100707 -                 877 722 3755
100709 -  ..
100710 - Talked to Josh.
100712 -  ..
100713 - Case ID:  31190677
100714 -
100715 -                      http://www.help.
100717 -  ..
100718 - The past few days, we have been getting a lot of occassions when the
100719 - connection to DSL is dropped during operations.  Typically this may
100720 - happen 2 or 3 times a week, yesterday and today it is occurring 3 or 4
100721 - times a day.  When we try to connect, we are getting a message that
100722 - says....
100723 -
100724 -                    Timeout while trying to connect.
100726 -  ..
100727 - Normally, after 4 - 6 hours of continuous online use, it is necessary
100728 - to disconnect and shut down the computer for a few minutes.  When the
100729 - computer is powered up, the DSL connection can be readily restored.
100730 - Now, however, this procedure is not working, suggesing a different
100731 - problem.
100733 -  ..
100734 - Josh asked for the User ID.
100735 -
100736 -     He clarified this by saying the user ID is the email address.
100738 -  ..
100739 - Gave him....
100743 -  ..
100744 - Josh asked for the name of the account.
100748 -  ..
100749 - Password....
100753 -  ..
100754 - Josh suggested deleting the NTS DSL connection configuration, and
100755 - creating a new one.  We did this and got an error message that said
100756 - the connection is not active.
100758 -  ..
100759 - Despite this error, the NTS program created a new DSL connection
100760 - configuration.  Josh asked that we try this.
100762 -  ..
100763 - Tried the new DSL connection congiguration and got same message saying
100764 - the the system Timeout while trying to connect.
100766 -  ..
100767 - Josh said he needs to notify other Pac Bell people to investigate the
100768 - problem.  He said this will take about 20 minutes.  I asked that Josh
100769 - investigate and call us back.  Josh said his boss does not allow
100770 - calling customers back.  I asked to talk to the supervisor.
100772 -  ..
100773 - Talked to Dale.
100775 -  ..
100776 - Commended Josh's excellent work, and asked why Pacific Bell wants
100777 - customers to wait on the line?
100779 -  ..
100780 - Dale said his management has set up the call center so that customers
100781 - are forced to wait on the convenience of the Pacific Bell technicians,
100782 - rather than the technicians helping the customers.
100784 -  ..
100785 - Dale said that while we talked, he tested the line again.  He said
100786 - the the modem is responding okay.
100788 -  ..
100789 - I asked if he can try to contact the server, since it appears that the
100790 - connection to the modem is okay?
100792 -  ..
100793 - Dale said the connection to the line appears defective.  Dale
100794 - described seeing CRC errors, which he feels may account for failed
100795 - connections.  Dale advised that if there are less than 100 CRC errors
100796 - the line is generally okay.
100798 -  ..
100799 - I asked how many CRC errors his test shows?
100801 -  ..
100802 - Dale is seeing 472 CRC errors.  He feels that nearly 5 times over
100803 - normal is a big problem that requires investigation and correction to
100804 - remove the cause of problems reported today, per above. ref SDS 0 CD5N
100805 -
100806 -     [On 030527 Dave Grant discovered defective wiring installed by Pac
100807 -     Bell, and fixed the problem. ref SDS 22 M14Q
100809 -      ..
100810 -     [On 030528 continued failures on DSL line dropping the connection
100811 -     and failing to connect with error message saying the process
100812 -     experienced timeout. ref SDS 23 0001
100814 -      ..
100815 -     [On 020602 Dave Grant reports the ouside crew that repairs DSL
100816 -     service is not familiar with CRC errors. ref SDS 24 0001
100818 -      ..
100819 -     [On 030607 Miller Ocampo called with Pac Bell and advised that he
100820 -     is familiar with CRC error problems. ref SDS 24 0001
100822 -      ..
100823 -     [On 030610 Kharl Tabasa on site to inspect for CRC errors using an
100824 -     instant bridge test. ref SDS 25 MW3G  Kharl advised that the line
100825 -     tests "clean" and that CRC errors are not a diagnostic used for
100826 -     evaluating quality of DSL service. ref SDS 25 U24H
100827 -
100829 -  ..
100830 - We reviewed the record on 030512 showing that Pacific Bell made
100831 - changes to wiring for the DSL line in order to fix a problem of noise
100832 - that prevented using the voice mode on the DSL line, 8948. ref SDS 21
100833 - HQ81
100835 -  ..
100836 - Dale feels that mistakes may have been made in the wiring that are
100837 - causing the current problem.
100839 -  ..
100840 - Dale asked to hold on while he gets Josh back on the line to get more
100841 - information that Pacific Bell needs to order repairs.
100842 -
100843 -
100845 -  ..
1009 -
1010 -
1011 - 1851
1012 -
101201 - Josh asked for a business phone to call back by the next group.
101202 -
101203 - He asked for the time to call.
101204 -
101205 -       Gave the main number and to call after 1000 tomorrow.
101207 -  ..
101208 - Josh sent the case to the line department.
101209 -
101210 -
101211 -     [On 030527 called Pac Bell to report repairman did not show up on
101212 -     030526; representative said they cannot find the case number Josh
101213 -     assigned, and no record of the problem.
101214 -
101215 -
101216 -
101217 -
101218 -
101219 -
101220 -
101221 -
101222 -
101223 -
101224 -
101225 -
101226 -