My company has a remote office located in a rural area in Washington State. Frontier is the ISP. We have a enterprise Ethernet-over-copper link. 10 megabit. It's fairly reliable and snappy but the lack of throughput is killing us. Need more bandwidth. Re-negotiated for lower cost and more bandwidth; signed papers in October. Contacted my customer service rep every week for a month and a half trying to get some kind of schedule. Despite multiple assurances over the phone that he would get back to me soon (he ignores emails) he has never responded to me with any information.
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After complaining to his supervisor I was put in contact with a "project specialist" who has been feeding me updates.
Toward the end of November, a tech came out and told us that they needed us to run another conduit to the box for them. The DMARC is inside our office so this is probably their responsibility but I just want it done so I did it myself the very next day and gave them the green light immediately.
In January, this project specialist contacted me to let me know that they were trying to diagnose a problem with the cable alongside the county road near our location that was keeping them from finishing the upgrade.
Now it's March and they are trying to get permits to replace that section with an aerial cable over a section of private property. The local PUD has poles and lines in that section but it is a "specific agreement" just for the PUD so Frontier must separately negotiate ingress/egress with the property owner. They now estimate mid-late April.
I don't think I even have a question here; I'm just frustrated and discouraged. Our bandwidth requirements are constantly growing and Frontier is doing nothing to help. Locals are getting 1-5 megabit DSL at best and there is a waiting list for getting new DSL even in areas unaffected by this cabling problem. I don't know what to do. It feels like I am willing to pay the cost for more bandwidth but cannot get service from the local telco who has a taxpayer-funded monopoly and there is simply no recourse. The upgrade we're (hopefully, someday) getting is already not enough; we need more. But they aren't adding more, and in fact can't deliver what they've already sold! I guess I am just complaining. Thanks for listening to me whine,
Edited by adam77 (Mon 08-Apr-19 21:23:40)