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DSL outage Western PA dry-loop through Ikano

DSL outage Western PA dry-loop through Ikano

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Contributor Crazygravy
Contributor
Posts: 2
Registered: ‎06-28-2016
Message 1 of 2
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Were a reseller for Verizon dry-loop DSL service via a company called Ikano. Starting 2 weeks ago customers began to drop offline. Now a full 30 percent of our (your) customers are offline. 3 have already canceled and went elsewhere with more soon to follow. This is with multiple brands of modems and routers. We have also tried swapping with new modem to no avail. In the majority of these cases the error logs are the same on our provider (Ikano's) system. 

 

  1. Authentication Successful then immediately after several Stop errors with the Description User Error, and Details "an error in the use input caused the disconnect.
  2. For most the ADSL light is solid indicating sync yet the line test shows "ping test passed modem not in sync"
  3. Since the ADSL light is solid seems impossible it could be an inside wiring issue. Especially with multiple customers at once

Verizon sseems incapable of resolving.  See 2 other posts about PA outages that appeared to start the same time as ours. The sad part is Verizon keeps treating this as individual outages rather than a large scale issue.

 

Bob

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Posts: 6,232
Registered: ‎04-29-2009
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Your issue has been escalated to a Verizon agent. Before the agent can begin assisting you, they will need to collect further information from you.

Please go to your profile page here on the forum, and look in the middle, right at the top where you will find an area titled "My Support Cases". You can reach your profile page by clicking on your name beside your post, or at the top left of this page underneath the title of the board.

Under “My Support Cases” you will find a link to the private board where you and the agent may exchange information. This should be checked on a frequent basis as the agent may be waiting for information from you before they can proceed with any actions.

To ensure you know when they have responded to you, at the top of your support case there is a drop down menu for support case options. Open that and choose "subscribe".

Please keep all correspondence regarding your issue in the private support portal.

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