CONTACTS 

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
NP609940 New Problem Ticket Timeout While Trying to Connect and Conne

1106 -
1106 -    ..
1107 - Summary/Objective
1108 -
110801 - Follow up ref SDS 31 0000. ref SDS 29 0000.
110802 -
110803 - Dave asked what time the inside technician is scheduled to meet with
110804 - him today at our location?  After some discussion, Dave asked me to
110805 - call the inside DSL support line and coordinate a meeting with him to
110806 - investigate problems with our service. ref SDS 0 1HPG  Called Pac Bell
110807 - and talked to Lori.  Her records do not show anyone is scheduled to
110808 - meet here today with Dave Grant, ref SDS 0 PPXX, and that her office
110809 - is waiting to get test results from another office. ref SDS 0 QP34
110810 - Lori asked me to call Dave and ask him to call Lori on coordinating
110811 - this problem.  Explained Dave's understanding that Dave cannot call
110812 - Lori.  Lori feels Dave is mistaken, and so asked her supervisor to
110813 - call back.  Jeff Conner called back and advised that Dave is correct
110814 - about not being able to call his group due to regulations of some
110815 - kind. ref SDS 0 PQSY  Jeff further reported that he investigated and
110816 - found equipment which is not compatible with the fiber optic line that
110817 - services our account.  He will direct that work be performed to remove
110818 - this equipment, and he will send a technician out to meet with Dave
110819 - Grant after 1300 to do an instant bridge test. ref SDS 0 DB8O  Jeff
110820 - asked me to call Dave and ask him to call Jeff to confirm planning.
110821 - ref SDS 0 068L  Dave arrived OA 1430 and we advised that he spoke with
110822 - Jeff; they agreed on a meeting here at 1430 between Dave and the
110823 - inside technician. ref SDS 0 DC5R  Dave showed some outside wiring and
110824 - explained that the MTU equipment Jeff thought was installed here is
110825 - not actually installed.  We waited about 20 minutes for the inside
110826 - technician to arrive.  Dave tried calling Jeff, but could not get
110827 - through on Jeff's cell phone.
110828 -
110829 -
110830 -
110831 -
110832 -
110833 -
110834 -
110836 -  ..
1109 -
1110 -
1111 - Discussion
1112 -
111201 - Pac Bell Needs Customer to Coordinate Pac Bell Business Units
111202 -
111203 - Dave Grant pager number shown in the record on 030528, ref SDS 25
111204 - 0001, per Dave's request on 030529. ref SDS 26 BP3G
111206 -  ..
111207 - Dave asked what time the Pac Bell inside person is coming by today,
111208 - per his call last Thursday setting a meeting for today at 0900.
111209 - ref SDS 31 NC50
111211 -  ..
111212 - We reviewed the call from Miller Ocampo on 030607, where a problem
111213 - ticket was created and Miller seemed to indicate that he planned to
111214 - contact Dave for coordination on visiting today. ref SDS 32 0001
111216 -  ..
111217 - Dave and I further reviewed Dave's plan on 030606 to coordinate with
111218 - the inside staff to schedule a visit for inspecting the telephone
111219 - configuration today, Monday at 0900. ref SDS 31 NC50
111221 -  ..
111222 - Dave said he is scheduled to be here anytime today, but the inside
111223 - people have not coordinated with him, and he is unable to contact
111224 - them.  He asked me to call Miller and find out what time they plan to
111225 - be here, and he come by to join the meeting.
111226 -
111227 -     [...below, Jeff Conner confirms that coordination is difficult
111228 -     because government regulations. ref SDS 0 DB90
111230 -      ..
111231 -     [...below, Jeff Conner scheduled meeting for later today after
111232 -     1300; called and notified Dave. ref SDS 0 QP8Q
111233 -
111234 -
111236 -  ..
1113 -
1114 -
1115 - 0833
1116 -
111601 - Called Pac Bell at the number Miller Ocampo gave during his call this
111602 - past Saturday on 030607....
111603 -
111604 -                         866 274 7425
111606 -  ..
111607 - Talked to Lori, and asked about status of problem ticket....
111608 -
111609 -                         NP609940
111610 -
111611 - ...issued by Miller Ocampo on 030607. ref SDS 32 0001
111613 -  ..
111614 - Lori said that Miller's problem ticket shows there is no meeting
111615 - scheduled for this morning, so evidently Dave Grant is mistaken in
111616 - thinking a meeting is scheduled with him at our location for this
111617 - morning, per above. ref SDS 0 RP9N
111619 -  ..
111620 - Miller's report shows that he requested another office to test the
111621 - line.  They have not gotten results of the test.  When the results
111622 - come back, Lori's office will schedule a technician to visit for
111623 - repairs, if tests show there are errors on the line.  If the test does
111624 - not show there are errors, then the customer can request a technician
111625 - to visit and investigate to fix the customer's configuration, but this
111626 - may cost the customer.
111628 -  ..
111629 - Lori said that if test results are not received today, then her office
111630 - will follow up to remind the other office to perform the tests on the
111631 - line and submit results.
111633 -  ..
111634 - Lori asked me to call Dave and let him know there will not be a
111635 - meeting today.
111637 -  ..
111638 - I asked why Lori cannot call Dave?
111640 -  ..
111641 - Lori said that Dave can call her office to coordinate.
111643 -  ..
111644 - Explained Dave's understanding per above, that he cannot call Lori's
111645 - office. ref SDS 0 QO5Q
111647 -  ..
111648 - Lori said Dave is mistaken.  She said that Dave can call her office to
111649 - coordinate work on supporting customers.  Lori will ask her
111650 - supervisor, Jeff Conner, to call us.
111651 -
111652 -
111654 -  ..
1117 -
1118 -
1119 - 0841
1120 -
112001 - Called Dave's pager number shown in the record on 030528, ref SDS 25
112002 - 0001, and left my number.
112003 -
112004 -
112005 -
112007 -  ..
1121 -
1122 -
1123 - 0848
1124 -
112401 - Jeff called back.
112402 -
112403 - Congratulated Pac Bell for excellent customer support by Lori, per
112404 - above. ref SDS 0 PPXX  Reviewed coordination needed with Dave Grant,
112405 - also, per above, ref SDS 0 NC50, and misunderstanding about calling
112406 - proveleges for coordinating the work, per Lori, also, per above.
112407 - ref SDS 0 DB89
112409 -  ..
112410 - Jeff said that Dave is correct.  Coodination is difficult between Pac
112411 - Bell staff for some kinds of actitivies because of government
112412 - regulations.
112414 -  ..
112415 - Jeff advised that after talking to Lori, he investigated the Pac Bell
112416 - record and discovered that there is a themistor maintenance unit (MTU)
112417 - installed on our line.  He feels this is a mistake because fiberoptic
112418 - lines do not require an MTU, and so he has asked Lori to call the
112419 - outside people to have this equipment removed today.
112420 -
112421 -      [...below, Dave Grant reports that MTU equipment is not installed
112422 -      at our location; SBC should update records. ref SDS 0 HT92
112424 -  ..
112425 - Jeff also scheduled a technician to come out to the house today and
112426 - test the line using what Jeff called an "instant bridge." Jeff asked
112427 - if somneone will be home to let the technician in the house after
112428 - 1300 today?
112430 -  ..
112431 - Confirmed I will be home this afternoon to support this effort.
112432 -
112433 -      [...below, Dave Grant arrives at 1430; ASI technician does not
112434 -      show up. ref SDS 0 DC5R
112435 -
112436 -      [...below, Miller Ocampo re-schedules meeting for 030610 1000.
112437 -      ref SDS 0 UT63
112439 -       ..
112440 -      [On 030610 Kharl Tabasas arrived ahead of schedule at 0920,
112441 -      ref SDS 33 1HPG; performed "instant bridge" test and found the
112442 -      line is clean. ref SDS 33 U24H  SBC recommends configuration
112443 -      changes. ref SDS 33 6W5V
112445 -  ..
112446 - Jeff will send an email to confirm these understandings.  He asked me
112447 - to call Dave and ask him to call Jeff at....
112448 -
112449 -                     925 560 4897
112450 -
112451 - ...to coordinate the work.
112452 -
112453 -      [...below, received Jeff's letter. ref SDS 0 PRPX
112454 -
112455 -
112456 -
112458 -  ..
1125 -
1126 -
1127 - 0911
1128 -
112801 - Called Dave's pager number again shown in the record on 030528,
112802 - ref SDS 25 0001, and left my number.
112803 -
112805 -  ..
1129 -
1130 -
1131 - 0920
1132 -
113201 - Dave called back.
113202 -
113203 - Reviewed the record of discussion with Jeff. ref SDS 0 PQSY
113205 -  ..
113206 - At first Dave drew from the record there will not be a meeting today
113207 - on this matter.  Upon clarification, he understands Jeff's idea to
113208 - meet today here at the house for testing.
113210 -  ..
113211 - Dave will call Jeff to coordinate service.  He will call me back to
113212 - confirm understandings on planning.
113213 -
113215 -  ..
1133 -
1134 -
1135 - 0921
1136 -
113601 - Dave called back.
113602 -
113603 -
113605 -  ..
1137 -
1138 -
1139 - 0922
1140 -
114001 - Received ref DRT 1 0001 from Jeff saying...
114002 -
114003 -     The telephone company is scheduled to remove the themistor (MTU)
114004 -     by 3:00 pm. I have scheduled one of our maintenance technicians to
114005 -     be out between the hours of 1:00 pm and 5:00 pm. They will do what
114006 -     we call an "instant bridge" to better isolate your problems.  If
114007 -     the MTU has not been removed this will probably assist in getting
114008 -     that removed more timely. Any other questions please call me at
114009 -     (925) 560-4897.
114011 -      ..
114012 -     Jeff Conner
114013 -     Manager Network Services
114014 -     jc7653@sbc.com
114016 -  ..
114017 - Sent reply email asking for Jeff's business address for contact
114018 - information.
114019 -
114020 -
114022 -  ..
1141 -
1142 -
1143 - 1359
1144 -
114401 - Connection dropped sometime this afternoon.  This is the first time
114402 - that has occurred in the past several days.
114404 -  ..
114405 - Was able to re-connect.  Did not get a Time out message, which shows
114406 - improvement relative to the record on 030601, ref SDS 28 0001, and
114407 - previously.
114408 -
114410 -  ..
1145 -
1146 -
1147 - 1407
1148 -
114801 - Received ref DRT 1 0001 from Jeff responding to the request for a
114802 - business address, per above. ref SDS 0 QS5F
114804 -  ..
114805 - Jeff says....
114806 -
114807 -     Unfortunately there is a blanket policy in our departments that do
114808 -     not allow us to give out physical addresses. However you can
114809 -     contact me at my e-mail address.
114811 -  ..
114812 - This seems to conflict with the record on 030512 when Tim Misslin left
114813 - a business card showing his address for record purposes. ref SDS 22
114814 - 0001  Later, on 030527 Dave Grant, also, left a business card showing
114815 - a business address. ref SDS 24 MZ5L
114816 -
114817 -
114819 -  ..
1149 -
1150 -
1151 - 1430
1152 -
115201 - Meeting Pac Bell Technician to Test Line for DSL
115202 - Instant Bridge Test Line Pac Bell Technician Here
115203 -
115204 - Received call from Dave.  He is parked in front of the house, and
115205 - asked if the inside technician has arrived yet.
115206 -
115207 - Went down and met Dave.
115209 -  ..
115210 - Dave said he talked to Jeff this morning, per above, ref SDS 0 8P59,
115211 - and understood he was to meet with the inside technician here at
115212 - 1430.  He asked if the inside technician has already been here?
115214 -  ..
115215 - Advised that the inside technician has not arrived and has not called.
115217 -  ..
115218 - Dave said he tried to call Jeff, but there is no answer on Jeff's cell
115219 - phone.
115221 -  ..
115222 - Dave showed the wires in the service box next to the water heater in
115223 - the utility closet next to the garage, and which he reconfigured on
115224 - 030528 to improve service for DSL, per our telecon on that date.
115225 - ref SDS 24 M14Q
115227 -  ..
115228 - Dave advised that he talked to his son and learned that DSL service
115229 - has dropped several times at their home a few miles away.  He
115230 - indicated this changes his understanding about the level of service
115231 - available for DSL in this service area.
115233 -  ..
115234 - Dave said that when he talked to Jeff this morning, Jeff related his
115235 - idea for improving service by removing a themistor maintenance unit
115236 - (MTU), that Pac Bell's records show is installed on our line, per
115237 - above. ref SDS 0 DB8O  Dave explained having reported to Jeff that
115238 - this equipment is not in fact installed at our location.  As a result,
115239 - nothing should be causing the line to drop.
115241 -  ..
115242 - Dave asked about service the past few days?
115244 -  ..
115245 - We reviewed the record shown above that reports a outage about 30
115246 - minutes ago, but prior to that there have been no dropped connections
115247 - for several days. ref SDS 0 P15L  Conceivably, this is the best that
115248 - can be achieved, given Dave's report of his son's experience using DSL
115249 - a few miles away, per above. ref SDS 0 HT86
115251 -  ..
115252 - I related that Jeff plans for the inside technician to perform an
115253 - "instant bridge" test, per above, ref SDS 0 QP8Q, and confirmed by
115254 - Jeff's letter. ref SDS 0 PRPX
115256 -  ..
115257 - Dave advised that an "instant bridge" test may not be helpful in this
115258 - case because there is a service box within about 100 yards of the
115259 - house, and in Dave's experience this obviates the advantage of such a
115260 - test.
115262 -  ..
115263 - Dave feels the problem is pointing to the modem and/or the computer.
115264 - Since the computer has been connected to DSL in San Francisco for
115265 - several years and the connection never dropped, this tends to suggest
115266 - that the modem may be defective.
115267 -
115268 -      [On 030610 problem may not be with modem, but with equipment
115269 -      off-site at Pac Bell's facilities. ref SDS 33 EV7K
115271 -  ..
115272 - Dave can only stay at a customer's location for 15 minutes when
115273 - another Pac Bell technician is late for a meeting.  Dave is working at
115274 - another location.  He requested calling his page number when the Pac
115275 - Bell inside technician arrives so that Dave can coordinate on the
115276 - scope of work and testing to perform.
115277 -
115279 -  ..
1153 -
1154 -
1155 - 1617
1156 -
115601 - Received call from Miller Ocampo.
115602 -
115603 - He said that a Pac Bell technician came out today and reported back
115604 - that he found no problems with the sub's equipment.
115606 -  ..
115607 - We reviewed the record showing that Dave Grant was here at
115608 - approximatley 1430 and waited 15 minutes or so for the inside
115609 - technician to show up, who was scheduled by Jeff Conner earlier this
115610 - morning, per above. ref SDS 0 QP8Q  Dave tried to call Jeff, but was
115611 - unable to get through in order to coordinate on the site visit.
115613 -  ..
115614 - I explained Dave's findings that there is no themistor MTU equipment
115615 - installed at our location.
115617 -  ..
115618 - Miller said this finding has been reported, suggesting that Dave
115619 - called in a report.
115621 -  ..
115622 - Miller said he wants to re-schedule the meeting that did not take
115623 - place today, for tomorrow, and asked what would be a good time.
115625 -  ..
115626 - I asked for an am meeting.
115628 -  ..
115629 - Miller said he will schedule a meeting with an inside technician and
115630 - the outside technician to visit tomorrow at 1000.
115631 -
115632 -      [On 030610 Kharl arrived ahead of schedule at 0920. ref SDS 33
115633 -      1HPG
115634 -
115635 -
115637 -  ..
1157 -
1158 -
1159 - 1723
1160 -
116001 - Dave called back and asked about results of contacting Jeff's office.
116002 -
116003 - Related call from Miller, per above, including that someone is
116004 - scheduled to visit here tomorrow. ref SDS 0 UT63
116006 -  ..
116007 - Dave asked to suggest that the technician call him tomorrow on his
116008 - pager number when he arrives, so that Dave can explain work he has
116009 - already performed, per the record on 030605, ref SDS 31 0001, and thus
116010 - avoid unnecessary rework.
116011 -
116012 -      [On 030610 Kharl Tabasa, inside technician, called Dave's pager
116013 -      number.
116014 -
116015 -
116016 -
116017 -
116018 -
116019 -
116020 -
116021 -
116022 -
116023 -