CONTACTS 
0201 - SBC Advanced Solutions Inc.
020101 - Mr. Kharl Tabasa
020102 - System Technician - Data Com
020104 - East Bay - DSL
0202 - Pacific Bell SBC
020201 - Mr. Dave Grant; Service Technician
020202 - East Bay Service Operations
0203 - Pacific Bell SBC
020301 - Mr. Jim Spencer; Service Technician
020302 - East Bay Service Operations

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
Examples Using SDS for Different Kinds of Work Professions

1907 -
1907 -    ..
1908 - Summary/Objective
1909 -
190901 - Follow up ref SDS 34 0000. ref SDS 32 0000.
190902 -
190903 - Kharl was here early today, ahead of schedule set yesterday.  He did a
190904 - good job investigating the record for orientation on the scope of the
190905 - work, ref SDS 0 AX31  Kharl was professional and competent fixing
190906 - problems by changing equipment and wiring previously installed by SBC.
190907 - ref SDS 0 544F  SBC recommends that Enternet 300 software is not
190908 - effective with Windows 2000 and a second network card when installed
190909 - with SBC infrastructure in the Concord area.  The problem can be
190910 - solved by using another operating system and/or configuration with a
190911 - router.  This information should be conveyed to customers at the time
190912 - of sale in order to avoid future problems. ref SDS 0 6W5V  Attention
190913 - to coordination can strengthen SBC performance on meeting scheduled
190914 - appointments. ref SDS 0 6W84  SBC field staff seem to have a broader
190915 - range of diagnostics than is available to DSL customer support, and so
190916 - indicates early involvement by the field staff reduces time and cost
190917 - to customer and SBC in solving problems. ref SDS 0 U24H
190919 -  ..
190920 - Submitted email to SBC linked to this record for evaluation, per
190921 - below. ref SDS 0 U18H
190923 -  ..
190924 - Sent copy to Jeff Conner closing the loop on Jeff's coordination
190925 - yesterday. ref SDS 34 QP8Q
190926 -
190927 -     [On 030616 notified SBC of error in billing for cost of fixing DSL
190928 -     service. ref SDS 35 0001
190929 -
190930 -
190931 -
190932 -
190934 -  ..
1910 -
1911 -
1912 - Discussion
1913 -
191301 - Pac Bell Begins Work to Provide Normal DSL Service
191302 -
191303 - Follow up ref SDS 34 1HPG
191304 -
191305 - Kharl arrived about 40 minutes early.  He explained the objective to
191306 - get a head start on the meeting set for 1000 by Miller Ocampo
191307 - yesterday. ref SDS 34 UT63
191309 -  ..
191310 - Kharl called Dave's pager number, per planning yesterday on 030609 for
191311 - coordination between the work Dave did last week, ref SDS 34 QK4L, and
191312 - follow up by Kharl today.
191314 -  ..
191315 - Kharl asked for an explanation of problems?
191317 -  ..
191318 - We reviewed the record on 030525 reporting that Enternet 300 drops
191319 - connection and "time out errors" prevent re-connecting. ref SDS 25
191320 - CD5N  Kharl read the record showing Dale reported testing by SBC
191321 - disclosed 472 CRC errors on the line. ref SDS 25 SI76
191322 -
191323 -        [...below, Kharl reports that CRC errors are not a common
191324 -        diagnostic for ASI field operations. ref SDS 0 U24H
191326 -      ..
191327 -     A recent example of connection-drop problems is the record on
191328 -     030601, ref SDS 30 0001, which occurred after Dave Grant replaced
191329 -     defective equipment on 030529. ref SDS 28 0001
191330 -
191331 -        [...below, discuss changing circuit again. ref SDS 0 494L
191333 -  ..
191334 - Advised that in the past few days, there has been only one occasion
191335 - when the DSL connection was dropped, which occurred yesterday.  At
191336 - that time, on 030609 was able to restore the connection immediately,
191337 - so this record shows improvement. ref SDS 34 P15L
191339 -  ..
191340 - Kharl investigated equipment outside.  He reported finding adequate
191341 - configuration of the system, which verifies the work performed by Dave
191342 - Grant, reported on 030605 has helped the system. ref SDS 32 2H9L
191344 -  ..
191345 - Kharl revised wiring inside to change work installed by Tim Misslin on
191346 - 030512, ref SDS 24 TX8H, who at that time modified the original work
191347 - done on Pac Bell on 950728, ref SDS 1 0001, in order to improve DSL
191348 - and voice service on 925 680 8948.
191349 -
191350 -        [...below, Kharl reports these changes. ref SDS 0 544F
191351 -
191353 -  ..
1914 -
1915 -
1916 - 1003
1917 -
191701 - Jim Spencer stopped by to support Kharl's work.
191702 -
191703 - Jim and Kharl went outside.
191704 -
191706 -  ..
1918 -
1919 -
1920 - 1037
1921 -
192101 - Dave Grant called returning Kharl's page, per above. ref SDS 0 ZN5J
192102 -
192103 - Jim talked to Dave and advised that Kharl's work has turned up some
192104 - defects in the system related to circuitry and circuit boards.
192106 -  ..
192107 - Jim seemed to indicate that Kharl has found upon inspection that the
192108 - work Dave did is adequate.  With the focus now on problems with
192109 - equipment off-site at Pac Bell's facilities, this suggests the problem
192110 - is not with the modem, which Dave suspected yesterday. ref SDS 34 HU3Q
192111 -
192112 -
192114 -  ..
1922 -
1923 -
1924 - 1052
1925 -
192501 - Kharl returned to continue work inside.
192502 -
192503 - Kharl said he is seeing a clean line.  He is on hold downstairs with a
192504 - temporary connection he has made to perform the "instant bridge" test
192505 - which Jeff Conners scheduled on 030608. ref SDS 34 QP8Q  Kharl
192506 - explained that doing this test requires coordination among a number of
192507 - people at various locations.  A conference connection is being
192508 - coordinated with someone else, while Kharl talks to me.
192509 -
192510 -       [...below, Kharl explains results of tests. ref SDS 0 U24H
192512 -  ..
192513 - Kharl seemed to indicate that intermittent outages that have occurred
192514 - with DSL service on 8948 typically point to the a defective modem or
192515 - circuit board equipment in Pac Bell's offsite facilities.  He advised
192516 - of plans to change the modem today, and, further advised, that, if
192517 - testing shows a problem with the circuit board, then that will be
192518 - changed as well.
192519 -
192520 -       [...below, Kharl changed the modem, ref SDS 0 GP5T, and switched
192521 -       the channel from bank a to b. ref SDS 0 6V5N
192523 -  ..
192524 - We reviewed the record on 030529 showing Dave Grant changed a circuit
192525 - board in offsite Pac Bell facilities. ref SDS 28 0001  As noted
192526 - earlier this morning, after this change problems continued, per above.
192527 - ref SDS 0 MW3G  Kharl will mention this for investigation by his team
192528 - so that the same circuit board is not changed twice.
192530 -  ..
192531 - Kharl asked to use driveway to park his utility van closer to the
192532 - utility closet where he is working outside.  He also requested an
192533 - electrical outlet to connect work equipment.  We opened the garage
192534 - door so he can use the outlet along the wall that is near to the
192535 - utility closet where Kharl is working.
192536 -
192538 -  ..
1926 -
1927 -
1928 - 1208
1929 -
192901 - Modified Equipment; Testing Now Shows Clean Line
192902 -
192903 - Kharl came back upstairs and explained the work performed....
192904 -
192905 -     Removed connections installed previously by SBC on 030512,
192906 -     ref SDS 24 TX8H, and replaced with a splitter and dedicated DSL
192907 -     jack.  The splitter and filters are now installed in the junction
192908 -     box outside the house in the utility closet.
192910 -      ..
192911 -     The new installation now requires a single cable from the wall
192912 -     jack for line 8948 to the modem, and two single lines from a
192913 -     splitter connected to the dual line jack to the two ports on the
192914 -     telephone unit.  Filters supplied by SBC to the sub for installing
192915 -     DSL are not needed, as a result of changes made today.
192917 -      ..
192918 -     Coordinated with other SBC staff to perform "instant bridge" test,
192919 -     per planning by Jeff Conner on 030609, ref SDS 34 DB8O, and found
192920 -     the line is clean.  Informed sub that report by SBC DSL customer
192921 -     support in the call center on 030525 finding 472 CRC errors on the
192922 -     line, ref SDS 25 SI76, is not a test we use to assess quality of
192923 -     service.
192924 -
192925 -         If Windows 2000 and using a second network card is the
192926 -         problem, and if this is solved by installing a router and/or
192927 -         Windows XP rather than installing SBC supplied Enternet 300
192928 -         software, per below, ref SDS 0 U13K, then this should be
192929 -         disclosed early in the sales transaction to avoid future
192930 -         problems.
192932 -      ..
192933 -     Replaced modem with a new modem same model, Speedstream 5360.
192935 -      ..
192936 -     SBC staff changed the sideswitch channel from bank a to bank b on
192937 -     remote terminal.
192938 -
192939 -         [...per above, this sounds like different work from the
192940 -         circuit board Dave Grant installed on 030529. ref SDS 0 4952
192942 -      ..
192943 -     Connected my notebook computer to the DSL line 8948 at the outside
192944 -     junction box and wiring in the utility closet.  Ran DSL connection
192945 -     and was successful at this location outside the residence.
192946 -
192947 -         [...below, problems connecting to Internet addresses on sub's
192948 -         computer, may relate to incompatibilities with w2k and
192949 -         multiple network cards. ref SDS 0 U13K
192950 -
192951 -
192953 -      ..
192954 -     Testing Showed Errors Connecting to Remote Internet Addresses
192955 -
192956 -     After completing changes to subs equipment and wiring, and after
192957 -     replacing the modem and changing configuration of the remote
192958 -     terminal, sub shut down the computer and then powered up.
192960 -      ..
192961 -     Enternet 300 software was slow to complete a connection; took
192962 -     several minutes.  Sub reported this connection time varies from a
192963 -     few seconds to sometimes several minutes.  Once connected, web
192964 -     browsers, both IE 6.0 and Netscape 4.75 failed to connect to a
192965 -     remote addresses for routine browsing.  Enternet 300 showed errors
192966 -     in the Advanced option under the Diagnostics tab.  Two DNS symbols
192967 -     were red, indicating failure, and selecting the Test menu option
192968 -     produces a series of Time Out errors.  Tried several tests,
192969 -     including ping the server with direct instructions from a DOS
192970 -     prompt.  After 10 minutes or so of continuous tries to connect
192971 -     with a remote Internet address, gave up and shut down computer and
192972 -     modem.
192974 -      ..
192975 -     After several minutes, restarted computer.
192977 -      ..
192978 -     While computer powered up, went downstairs and retrieved my
192979 -     notebook computer, which had tested the system successfully
192980 -     earlier, per above. ref SDS 0 6V62  Upstairs in sub's computer
192981 -     room, the computer had powered up and was showing DSL connection,
192982 -     but there was continued failure connecting to remote Internet
192983 -     addresses for routine browsing.
192985 -      ..
192986 -     I connected my notebook computer to the DSL modem and was able to
192987 -     immediately connect to remote Internet addresses for routine
192988 -     browsing.
192990 -      ..
192991 -     Changed the connection back to sub's computer, and tried again
192992 -     connecting to remote Internet addresses using various listings in
192993 -     the "Favorites" menu for the Sub's browser.  Continued failure for
192994 -     another five (5) minutes or so.  Sub turned the power off by
192995 -     pressing the button on the back of the Speedstream 5360 modem.  We
192996 -     waited a few minutes, then restored power to the modem.
192998 -      ..
192999 -     After the modem achieved sync, ran Enternet 300 again and got
193000 -     immediate connection to our DSL system.  Tried connecting to
193001 -     remote Internet addresses, and this was successful.
193003 -      ..
193004 -     Once connected, system seemed to run correctly.
193006 -      ..
193007 -     Sub reported that failing to connect to remove Internet addresses
193008 -     through a browser has occurred from time-to-time in the past at
193009 -     this location.  Today seems more severe.  Typically, there will be
193010 -     a failure for a minute or so and then the browser will connect,
193011 -     after which, operation is normal.  This kind of error has been
193012 -     rare, maybe once or twice a week, perhaps several times a month.
193013 -     Typically once Enternet 300 runs successfully, access to remote
193014 -     Internet locations, including email is usually immediate, rather
193015 -     than extremely delayed, as occurred today.
193017 -      ..
193018 -     Occasionally, sub will power down the modem for a few minutes,
193019 -     and then restore power, as was done today, ref SDS 0 6V9U, and
193020 -     this immediately solves the problem.  This is a different problem
193021 -     from losing a connection once established, which was reported by
193022 -     sub on 030525, ref SDS 25 CD5N, and was assigned to problem number
193023 -     NP609940 on 030607. ref SDS 33 0001
193024 -
193025 -
193026 -
193027 -
193028 -
1931 -

SUBJECTS
EnterNet 300 for Pac Bell DSL Service, 000415
NTS Enternet 300 DSL Software Unreliable with Windows 2000 SBC Pac Be
DSL Configure with Network
Internet DSL Software NTS Enternet 300 Unreliable with Windows 2000 S
NTS Enternet 300 Not Compatible with W2K SBC Pac Bell Technician

250701 -      ..
250702 -     Windows 2000 May Have Compatibility Issue in Concord Area
250703 -
250704 -     Inspected sub's computer.
250706 -      ..
250707 -     Computer is configured with Windows 2000 and has a network card
250708 -     that is connected to a notebook computer and occasionally to
250709 -     another desktop, also, running W2K.  Today only the main computer
250710 -     and the notebook are connected through the network card.
250712 -      ..
250713 -     Sub reported that these same two (2) computers have been
250714 -     configured in the same way with the same software in San Francisco
250715 -     on line 415 781 3456 since April 2000. ref SDS 5 0001  During that
250716 -     period, there was never an occasion when the connection was
250717 -     dropped, as has occurred frequently beginning last month, as
250718 -     reported on 030525. ref SDS 25 CD5N  Typically, the system is shut
250719 -     down each day, and re-started in the morning.  Sometimes when DSL
250720 -     performance slows down, the DSL connection is closed and the
250721 -     computer shut down for several minutes, then powered up and DSL is
250722 -     connected, following Pac Bell (SBC) standard procedures, reported
250723 -     on 000515. ref SDS 6 5252  At the San Francisco location since
250724 -     2000 there has never been a dropped connection nor a noticeable
250725 -     delay in making connection.
250727 -      ..
250728 -     Advised sub that SBC technicians have noticed in the Concord
250729 -     service area a preponderance of subs having difficulty using NTS
250730 -     Enternet 300 with Windows 2000 operating system, and that data
250731 -     doesn't flow properly with multiple network interface cards (nics).
250732 -     Since this configuration ran without incident for 3 years in San
250733 -     Francisco, beginning on 000422, ref SDS 5 0001, this suggests some
250734 -     difference between SBC infrastructure in San Francisco that
250735 -     services the financial district, and facilities in the Concord
250736 -     area.
250737 -
250738 -         [On 030908 DSL support engineer also noted that NTS Enternet
250739 -         300 does not work well with Windows 2000. ref SDS 37 ME97
250741 -      ..
250742 -     Recommended sub consider installing an external DSL router to
250743 -     bypass SBC Enternet 300 software, which seems to have a slight
250744 -     conflict with Windows 2000 when run with SBC infrastructure in the
250745 -     Concord area.  DSL router can be purchased from Comp USA or Fry's
250746 -     for about $60.
250748 -      ..
250749 -     Installing Windows XP is another solution, because it does not
250750 -     require Enternet 300.
250752 -      ..
250753 -     Another choice is to purchase from SBC a combination modem and
250754 -     router that avoids using Enternet 300 software.  This costs about
250755 -     $400.
250756 -
250757 -         These factors should be submitted to SBC sales for notifying
250758 -         customers on how to avoid future problems.
250759 -
250760 -             [On 030814 installed Netgear router to replace NTS
250761 -             Enternet 300 for connecting to DSL modem. ref SDS 36 NG8J
250762 -
250763 -
250765 -  ..
250766 - Kharl Did Excellent Work Professional, Courteous, Thorough
250767 -
250768 - Kharl submitted a TQM survey form, and advised that alternatively
250769 - comments can be submitted to SBC via email at....
250770 -
250771 -                     Mv3894@camail.sbc.com
250773 -  ..
250774 - Started to fill out the survey, and the first question was on meeting
250775 - scheduled appointments.  Since this is a matter beyond Kharl's work
250776 - today, as shown above, ref SDS 0 0000, decided to send a separate
250777 - email with a link to this record that separates Kharl's work from
250778 - admin matters performed by others.
250780 -  ..
250781 - Kharl's work onsite was excellent.  He made a thorough investigation
250782 - and performed tasks to restore service quickly and professionally,
250783 - with minimal disruption to customer's operations and facilities.
250784 - Kharl showed good customer communication relation skills to complement
250785 - technical acumen, by explaining each step of the work, per above.
250786 - ref SDS 0 544F
250788 -  ..
250789 - Kharl collaborated with Dave Grant to reduce costs by avoiding extra
250790 - time on site performing re-work of tasks previously accomplished by
250791 - Dave, who did a lot of work onsite representing Pac Bell's "outside"
250792 - workforce.  Dave is commended for excellent technical skill and timely
250793 - attention to trouble shoot the problem by thorough coordinating with
250794 - the customer, reported above. ref SDS 0 WT4H
250795 -
250797 -        ..
250798 -       Meeting Scheduled Appointments Can be Improved
250799 -
250800 -       Kharl indicated that he was told SBC people from his office,
250801 -       including a supervisor, were here yesterday and rang the bell,
250802 -       but nobody answered.
250804 -        ..
250805 -       We reviewed the record yesterday showing Jeff Conner said Pac
250806 -       Bell staff would come by for a meeting after 1300.  At 1430 Dave
250807 -       Grant called, and he was in his Pac Bell truck in front of the
250808 -       house.  I went downstairs and met with Dave.  He said at that
250809 -       time that Jeff Conner told him the meeting was here at 1430.  We
250810 -       waited downstairs outside together for about 20 minutes.  During
250811 -       that time Dave showed the work he had done previously.
250812 -       Eventually, he related that Pac Bell regulations only permit
250813 -       waiting 15 minutes for a meeting at a sub's location, so he
250814 -       left.
250816 -        ..
250817 -       However, I was home all day.  There was no Pac Bell business
250818 -       card left on the door, as Dave had done when he arrived early
250819 -       for a meeting on 030527 and no one was home. ref SDS 26 MZ5L
250821 -        ..
250822 -       Perhaps Kharl is miss-informed about yesterday, or perhaps the
250823 -       SBC people went to the wrong street.  Since Dave's truck was
250824 -       parked in front for at least 30 minutes, this seems like ample
250825 -       notice if the other SBC people were in the neighborhood.
250826 -
250827 -
250828 -
250829 -
250830 -
250831 -
250832 -
250833 -