Eugene
On Wed, 6 Aug 1997, Stephen Fisher wrote:
>
> These are the kind of problems Livingston is trying to avoid by not
> shipping our cards yet..=)
>
> - Steve
> - Systems Manager
> - Community Internet Access, Inc.
> - Gallup and Grants, New Mexico
>
> ---------- Forwarded message ----------
> Date: Tue, 5 Aug 1997 11:49:33 -0700 (MST)
> From: Joseph Hickman <josephh@psn.net>
> To: Joe Portman <baron@ws4.aa.net>
> Cc: ascend-users@bungi.com
> Subject: Re: (ASCEND) Connection problems with K56 cards
>
> On Tue, 5 Aug 1997, Joe Portman wrote:
>
> > We are getting numerous complaints of connection problems from various
> > users since we installed our K56 cards.
>
> I can echo that.
>
> > We are running 5.0Ap16 (tik.m40) on 7 maxes.
>
> We're using 5.0Ap16 on one Max 4004.
>
> > Here are some of the affected modems.
> >
> > This is beginning to become a major issue, as we are seeing customers
> > LEAVE US for the non-K56 competition.
>
> *sigh* I wish I didn't sound like the choir here, but I agree entirely,
> Reverend.
>
> > Quote from my support manager:
> >
> > I personally have received ten complaints about people not able to connect
> > to us or get dropped very often, almost immediately, since the upgrade. A
> > lot of them can't call the 777-6600 number locally.
>
> Since I handle tech support and system administration (small company), I
> can verify this to a tee. Customers are constantly complaining about
> this. All I hear from Ascend is that it's the modem users or the fall
> back that the Rockwell code needs to be updated on the user's modems...
> but think of it a technical support methodology: If the customers haven't
> changed and we have in some fashion, is it not the change that caused the
> problems? It's the most recent change on the system (in our case the
> modems upgrade). Is it not also logical to assume that there's something
> that Ascend or we need to do to resolve this? The answer is most
> certainly NOT telling the users they have to live with it or there's
> something that they need to change when it's the upgrade that caused it to
> begin with.
>
> > No two people have called in with the same modem:
> >
> > Modem Speed Username
> > --------------------------------
> > Supra Fax 33.6 halibut
>
> Supra modems work best with &F2 -- I'm a supra nerd. ;)
>
> > Global Village 33.6 send
>
> Global village, assuming this is a Macintosh, works best with &F1, CTS &
> RTS (DTR) usually works, sometimes CTS only on the stranger systems.
>
> > Maxtech 33.6 cscarim
> > Mwave IBM 33.6 roche
> > Hival 33.6 swestman
> > Fujitsu laptop 33.6 duroboat
>
> These I've never really dealt with - yet.
>
> > Zoom 2805 33.6 gandk
>
> That's tricky.. I have found a good init for a non-56K yet. &F works
> sometimes.
>
> > USR Sportster 33.6 hrsvcs
>
> USR modems seem to be the worst problems we have. I can't say I've had
> one work very well at all.
>
> > Supra 28.8 builder
>
> Almost every single modem that Supra makes is &F2 for PCs and &F1 for
> Macs.
>
> > Prometheus 14.4 ???
>
> Dunno about this one.
>
> > --------------------END QUOTE--------------------------------------------
> >
> > As you will NOTE, these people had no problem before the upgrade, and have
> > a severe problem now.
>
> Agreed. Again, we shouldn't have to hunt through modem databases to find
> this kind of information! I simply don't have 25 minutes every single call
> to spend on someone who's having a modem problem after our "upgrade".
> It's NOT feasible. Cardinal 33.6 modems suddenly have tremendous problems
> with this 56 "upgrade". I truthfully have tried everything I know and it
> still doesn't work. Am I supposed to tell the user it's all their fault
> the modems don't work?
>
> > What is ascend doing to address this problem?
>
> Good question.
> --
> Joseph Hickman
> Director of Network Operations
> josephh@psn.net / iconia@psn.net
>
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