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March 15, 2001 (THURSDAY)
9:30 AM: Circuit went down. James called UUNET, and was issued ticket# 362654. James was informed from UUNET that there had been a major fiber cut in Rocky Mount NC, and that BTI was working on getting all the lines back up. Circuit came up around 3:30PM
March 23, 2001 (FRIDAY)
1:05 PM: Circuit was slow. James called UUNET, and while on the phone with Technician the circuit went down. Ticket# 365633. UUNET showed information packet loss and bad pings.
3:25 PM: Circuit back up. Sprint replaced a heater coil in Central Office.
March 24, 2001 (SATURDAY)
9:05 AM: Circuit down. James called UUNET. Line was bouncing, circuit never stayed up.
3:00 PM: Line went down again. Brought back up.
4:00 PM: Line back down. Brought back up. Added to ticket# 365633. Technician: Glen.
March 26, 2001 (MONDAY)
9:12 AM: Circuit down. Came back up at 9:25 AM.
10:15 AM: circuit down. Came back up at 12:00PM. Sprint replaced smart Jack with a spare on site. Technician: Richard. Don, the team leader took over this call. (703) 886-2918.
April 5, 2001 (THURSDAY)
8:30 AM: Circuit Loop 1 down. Called UUNET and was issued ticket# 371406. 9:00 AM bounced back up.
10:30 AM: Circuit Loop 1 down and bounced up 11:25 AM. Sprint switched to a new pair of cables for LP2. Testing from Central Office showed an error. Only one pair was changed. Technician: Jason.
April 6, 2001 (FRIDAY)
10:30 AM: Circuit Loop 1 down and bounced back up 12:00 PM. Added to ticket# 371406.
3:30 PM: Jason and I discussed a Class A test. Jason will set the test up with Sprint from 12:00 PM Friday until 6:00 AM Saturday. Class A was a long test. Took about 5-6 hours.
9:50 PM: I called and spoke with Scott Mills. Will check on the Class A testing status and get back with me.
10:30 PM: Scott confirmed the Class A test will be done, starting at 12:00 PM Friday and going until 6:00 AM Saturday. Technicians: Jason, Scott Mills, Ibraham.
April 7, 2001 (Saturday)
12:00 PM: Two Sprint Technicians came to the store. After they called a person at a Sprint office, they tested the line from 12:10 AM until 1:15 AM. No problems were found. If there were anymore problems for me to give them a call. I disagreed, I wanted to know what would be done when the circuit went down again. They stated the circuit should stay up. James asked why, because nothing has been fixed. Well, the test showed it was OK. James explained to the Technician that this has become a very serious problem, and that he has very upset customers and he wanted the line fixed. They can't fix something that isn't broke.
8:30 AM: Logged in from home OK.
10:50 AM: Circuit was bouncing again. I called and spoke with Israel at UUNET. Monitor system showed the line started bouncing around 8 AM. I was told John was working on the problem. Added to ticket# 371406.
11:30 AM: James spoke with Jay Sharma, and told him that this was a VERY CRITICAL PROBLEM and that he could not continue keeping customers if the problem was not fixed. Jay turned the call over to John Dorsey, his supervisor. He wanted to allow testing of patterns for 2 hours (Stress Test). If no problems were found, wanted to get Sprint to run a Class A test. Also, wanted me to re-seat DSU/CSU. I was informed that a Class A test had been performed, and that no problem had been found. Called UUNET, spoke with Lester. John was at lunch. Test should end around 2:30 PM.
2:36 PM: Line was back up. Tad told me that after reviewing his records, WorldCom needed to run some tests on their end, they had not done this yet. James told him anytime after 12:00 PM and before 6:00 AM, they could test the circuit. He told James that if there was no problem found, he would get Sprint in the test process Sunday at 12:00 PM, and do some head on testing. There was a problem, just a matter of finding it. James asked to be called Sunday morning after the testing was complete.
April 8, 2001 (SUNDAY)
9:00 AM: James logged in fine from home. Went to Church.
10:30 AM: James tried to connect. Could not. Went to store. Circuit Lp1 was down. Reset Smart Jack. Loop came back up.
10:35 AM: James called UUNET and spoke with Aaron, who transferred him to Rick. James explained that every time he called, he had to go through the entire history of the problem, which started March 15. Rick wanted to take the line down for testing. James could not let him do that until Rick told him what they were going to do to fix the problem. He will call me back by 12:00 PM.
11:04 AM: Circuit Lp1 down. Reset Smart Jack.
11:34 AM: Circuit Lp1 down. Reset Smart Jack.
12:00 PM: Aaron called, he is getting an Engineer from WorldCom and Cisco on the line so we can make sure the Router and DSU/CSU are not the problem.
12:27 PM: Cisco Technician Fred had James turn 2600 Cisco Router off and re-seat DSU/CSU (which was warm but not hot), and replac Cat5 cable from Smart Jack to the Router. Aaron showed bounce and circuit came back up at 12:28 PM. Aaron recommended that we get Fred into the router to make sure all is well.
12:35 PM: Aaron just told me that the circuit has been stable for the last 45 minutes (12:45 PM). Fred, WorldCom, UUNET are all on the line. Fred found no problems with router or DSU/CSU. The problem is in the PVC, or appears to be damaged or corrupt data coming in from the frame. Aaron will rebuild the PVC if need be. Fred is monitoring the problem, still getting bad data in from the PVC. Jeramy is running a head to head test with Fred. Circuit came down at 1:35 PM for this test. While line was up, we removed our equipment and did not loose LP1 or LP2. When equipment was plugged back in, line automatically came up in 30 seconds. Fred thinks that the problem is outside of the building or the Smart Jack, confirming that it is not the router or DSU/CSU.
3:45 PM: Fred changed from line timing to internal source, as recommended by UUNET. Summary: No timing on circuit. Why, not sure. Will run circuit with monitoring. Will leave as is.
4:35 PM: Circuit LP1 down. Reset Smart Jack. James called UUNET, Kate answered. Transferred call to Aaron. Aaron called Jeramy. James told Aaron he wanted Sprint to change the entire Smart Jack, not just the card. Need it done today. That way, if the Smart Jack does not fix the problem, we can atleast have the night to continue to work on the problem. James did not want any testing during business hours unless it is last resort. Aaron will try to get Sprint out today.
5:18 PM: Corwin called, is trying to get Sprint here today.
7:10 PM: Corwin called, he had spoken with Jeramy, Sprint agreed to come out tonight.
9:10 PM: Sprint called and on their way to store.
9:15 PM: Sprint came in and James explained what has been done during the last testing with WorldCom and UUNET.
9:40 PM: Sprint changed both pairs. Circuit was down only 3-4 minutes. All came back up.
9:50 PM: James called UUNET. Corwin ran patterns test on circuit. Sprint turned circuit back over, WorldCom will keep monitor on system.
10:28 PM: Sprint finished and left premises.
April 9, 2001 (Monday)
12:00 PM: James called UUNET, and monitoring showed no bounce since lines from store to Sprint office were changed.
5:55 AM: Logged in OK from home
6:55 AM: Logged in OK from home
7:37 AM: Checked Smart Jack, all loops are up.
8:36 AM: Checked Smart Jack, all loops are up.