Free Computer Shop, GTT Ticket email

Free
Computer
Shop

This was appended to every single message that GTT sent me:

Did you know that it is now easier than ever to log your tickets on our EtherVision portal? You will be able to answer a few troubleshooting questions and receive a ticket ID immediately. Check out this quick tutorial here. EtherVision also helps you check on status of existing tickets and access your escalation list.
If you do not have an EtherVision login, you can contact your company’s account administrator or submit a request on our website.

All I can say about that is that if it is easier than ever, then it must have been almost impossible before. Why do you need to tell me how easy it is over and over and over...?

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To: Keith
Subject:  Incident Update
Date: Mon, 26 Dec 2022 12:33:21 +0000
From: GTT

Dear customer ,

This is just an reminder to informed you that as per supplier the dispatch has been scheduled on 12/27 between the business hours, so please keep access arrange to dispatch tech.

Kind Regards,
Tejaswini Watane

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To: Keith
Subject: - Incident Update
Date: Tue, 27 Dec 2022 20:16:30 +0000
From: GTT

Helo Keith,

Thank you for your time over the call.

As discussed, the Verizon technician has visited the site, but the service is still impacted.

We are checking for dispatch outcome with carrier and will keep you posted with further updates.

If you have any queries, please contact the 24/7 GTT NOC.

Regards,
Abhijeet Kumar

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To: Keith
Subject: Incident Update
Date: Wed, 28 Dec 2022 00:29:36 +0000
From: GTT

Dear Customer,

Kindly accept our sincere apologies for the inconvenience caused to you and delay in response. we are continuously pushing local carrier team to get updates on dispatch notes. we will keep you updated.

Kind Regards,
Dinesh Dayama

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To: Keith
Subject:  Incident Update
Date: Wed, 28 Dec 2022 04:47:44 +0000
From: GTT

Dear Customer,

We are checking for dispatch outcome with carrier and will keep you posted with further updates.

If you have any queries, please contact the 24/7 GTT NOC.

Regards,
Vrushali Rahinj
Tier 1 Engineer – Service Assurance Global

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To: Keith
Subject: Incident Update
Date: Wed, 28 Dec 2022 13:23:12 +0000
From: GTT

Dear Keith,

As per the vendor, No trouble was found from their end. The cable pair was also clean.

Kindly check it from your end once and confirm the status please.

Awaiting your response.

Best Regards,
Mushahid Sheikh
Tier 1 Engineer – Service Assurance

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To: Keith
Subject: Incident Update
Date: Wed, 28 Dec 2022 20:16:01 +0000
From: GTT

Hi keith,

We have referred this case to our Tier 2 team for further review. Once investigation done at their end they will be providing update in the next 4 Hrs.

Thanks & Regards

Amit Kumar
Tier 1 Engineer - Service Assurance

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To: Keith
Subject: Incident - Client Response Required
Date: Thu, 29 Dec 2022 10:17:39 +0000
From: GTT

Incident Ticket **** Client Response Required

We need additional information from you or your end-user to continue troubleshooting the issue identified on your service: 101-886-440.

Current Update:
Hello Keith,

We have re-viewed the case, it looks like a "sync no surf" issue.

We are working internally with our Tx team to check the back-end media, in the meantime could you please tell, why the Zyxel modem is connected instead of Comtrend, Serial #1595223UXXF-AA000747(GTT provided) ?

Also share us the pictures of the site setup.

Regards,
Namrata Pal
Tier II Engineer ─ Service Assurance Global

This ticket will be on hold until we receive the information requested above.

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To: Keith
Subject: Incident Update
Date: Thu, 29 Dec 2022 21:37:42 +0000
From: GTT

Hello Keith,

Thank you for your time over the call.

As discussed, your network setup is with Zyxel since a very long time and the Comtrend device is kept aside. We have relayed this information to our Tier2 team, and We'll update you as more information becomes available.

If you have any queries, please contact the 24/7 GTT NOC.

Regards,
Abhijeet Kumar
Tier 1 Network Analyst | GTT NOC

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To: Keith
Subject: Client Response Required
Date: Fri, 30 Dec 2022 00:35:36 +0000
From: GTT^

Incident Ticket ***** Client Response Required

We need additional information from you or your end-user to continue troubleshooting the issue identified on your service: 101-886-440.

Current Update:
Hello Team,

To aid our investigation, could you please check and advise us if the GTT provided Comtrend, with serial number 1595223UXXF-AA000747, is present at the site and if it's connected to the DSL line, or disconnected on purpose/replaced with the Zyxel? Could you please also provide us with photos of the current setup at the site - devices, cabling, with visible LED lights?

It's crucial to gather these requested materials, in order to act on an appropriate next action plan. As we would first need to know if the old Comtrend is in proper working condition, or if it isn't - we would need to ship out a replacement and schedule a dispatch.

Kind regards,
Boril Dimov
Network Engineer, Tier 2 Operations

This ticket will be on hold until we receive the information requested above.

--------------------
From: Keith
To: GTT
Subject:  Incident Update
Date: Sat, 31 Dec 2022 21:13:40 -0500

noc@gtt.net writes:

> Incident Ticket ***** Updated

I am Keith Wright, customer number *****,
writing in regard to trouble ticket ****

I now have enough internet access to be able to read and respond to the emails you have sent me over the past week.

I expect to see an auto-generated form letter email that says the ticket is closed, but maybe I can get the attention of someone who can answer the question that I have asked over the telephone five or six times but never gotten a clear answer:

*** ??? ***
  Can I swap between the
    ZyXEL Prestige 600 modem, and the
    Comtrend AR 522u modem as is conveient for me,
  or
    Must I notify GTT every time I change modems?
*** ??? ***

Right now I am using the same ZyXEL modem that has been working since September 2003. (See bottom of this email.)

Someone at GTT asks:

> To aid our investigation, could you please check and advise us if the
> GTT provided Comtrend,

Note GTT did not provide the Comtrend. Global Capacity (then ISP) made a housecall on 2016-July-01 for an unrelated issue. While the repairman was here, he gave me a box containing the Comtrend, but did not take it out of the box or plug it in. I saw no reason to mess with what was working, and had no instruction on how to do it, so I left the working ZyXEL in place. It has been working for the past 6 1/2 years, and I had no idea that your records were wrong, nor any reason to care, until 2022-Dec-21, when it suddenly stopped working.

Your obsession with which modem I am using leads me to ask again:

***???*** Can I swap the modems at will?  ***????***

It would be very convenient to be able to set up another computer attached to another modem and try out new software while retaining the ability to go back if it doesn't work out.

So far, it is working, but I have not tried to re-boot the modem.

Somebody at GTT asked for a picture of my setup. I suspect that was meant to be a request of the field technician, not of me. To me it seemed non-sensical. Even if I had a camera and a way to get the photo to you, what would you learn from a photo of a dusty basement with a lot of wires coming out of the wall?

Here is a block diagram:
http://www.free-comp-shop.com/none/wireless.html#diagram

Here is a log of connectivity problems, with this one at the top:
http://www.free-comp-shop.com/none/lossage.html

***???***  Which modems should work?   ***???***

-- Keith

----  Past Corresponence  ----

Quotes from above GTT correspondence removed.

> From: support@speakeasy.net
> To: kwright@gis.net
> Date: Fri, 05 Sep 2003 12:13:17 PM -0700 (PDT)
> Subject: [ Speakeasy ] Speakeasy DSL Order Information for new order: 3260106

Keith Wright,

Thank you for choosing Speakeasy DSL! We appreciate your order for Classic ADSL Basic 1.5/256 Self-Install (C) DSL service and look forward to welcoming you as a member of our discerning broadband community.

This email contains important information regarding your Speakeasy DSL order, and we urge you to save/print it for future reference.

You will receive the following hardware: ZyXEL 645M
Your ip address(es) will be: 66.92.74.188
Your gateway will be: 66.92.74.1

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To: Keith
Subject: Incident Update
Date: Mon, 2 Jan 2023 07:12:31 +0000
From: GTT

Hello Keith,

Thank you for your update.

We are relaying the information with our Tier2 team for further investigation.

We will keep you posted with further progressive updates.

If you have any queries, please contact the 24/7 GTT NOC.

Regards,
Abhijeet Kumar
Tier 1 Network Analyst | GTT NOC

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To: Keith
Subject:  - Incident Resolved
Date: Mon, 2 Jan 2023 18:39:17 +0000
From: GTT

Incident Ticket ***** Resolved

We have resolved the issue on your service: 101-886-440.

Current Update:
Hello Keith,

Greetings and a Happy New Year.

As we discussed over the call, The issue was related to GTT back-end radius server, we dispatched our Tech to fix the same and post that services observed to be UP. Further, the Zyxcel modem was provided by us at the time of installation and later Comtrend modem was shipped by Global capacity (now GTT) so YES, you can try swapping the modems if that is convenient for you.

The TT has now been moved to resolve state and will get auto close in next 24 hours.

Regards,
Namrata Pal
Tier II Engineer ─ Service Assurance Global

Incident Resolution

The issue was related to GTT back-end radius server, we dispatched our Tech to fix the same and post that services observed to be UP.

Please verify that the service is up and running. This ticket will auto-close in the next 24 hours.

If you want to leave this ticket open or need to report your service as still down or disrupted, please login to EtherVision or contact your NOC using the details below.

Kind Regards,
Namrata Pal

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