service outage today

[NwCmbrlndPA]

Wondering if others have had this experience with tech support: my Fios internet connection this AM was very poor - very slow with many connection failures.  We have multiple computers, and all had the problem.  Called tech support,.  Spent 40 min. with level 1 - reset router, reboot router, reset browser, no improvement.  Escalated to level 2, tech wanted to performance tune my computer.  I advised him that that would be a waste of time as all 4 computers simultaneously developed this problem, so it was unlikely to be a Windows performance problem on one of them.  THEN he discovered that there was a gateway router down in my area.  So my question is, why isn't it SOP to check for outages in the area before putting the customer through all these hoops, plus losing all the customization I had done to my router (thankfully I had backed up the config.).  I guess I am mostly venting, but also hoping maybe someone from Verizon will note my comments.

[spacedebrisR]

It is SOP to check for that but depending on when you called, it may not have been reported before you got to a tech. So when you called, no outage had been reported yet and while working with you the report came in and they just didnt notice it.

[CharlesH · Accepted solution]

The first thing we do is check for outages, the actual ticket system will pop up on our screen if there is a outage in your area affecting anything...It had to of been an issue that was developing which is why it was noticed at the end of the call.

Message Edited by CharlesH on 04-30-2009 03:59 PM