I’m sure you’ve all been on the edge of your seats wondering if I have Internet access, given the problems I’ve had with my Internet connection.

No?

Well, last Wednesday I was going fairly nuts because my DSL connection was operating intermittently.  So, thought I’d tell you the rest of the story.  It might help someone who is having the same type of problem.

I have been having trouble with my DSL connection for quite some time.  The technicians who came to try to help were very conscientious and really wanted to help.

However, we all knew that my equipment wasn’t the problem.  At some point, one of the technicians had installed a separate telephone line that ran directly to the connection box outside to an outside DSL filter.  And, my modem had been updated to the latest version.  It was obvious that the problem must be somewhere else.

Unfortunately, I was having a difficult time getting the problem addressed.  So, I called the Public Service Commision to register a complaint.  The fastest way to find them is to do a search for Public Service Commission CITY.  I searched for Public Service Commission Atlanta, and quickly found a contact number.

Based on a description of the problem I was having, the PSC suggested that I also file a complaint with the FCC.  If you ever need to do that, you can do a search for FCC, or just go to this page online, which is the recommended way to file a complaint with the Federal Communications Commission.

The following business day, I got a call from the phone company from someone in the “Executive Escalation” department.  Wow.  Shortly thereafter, several of the techs who had been trying to fix this problem arrived.  They tried making a change to something related to the connection at the box on the street.

When that didn’t fix the problem, they replaced some equipment at the central office.  That worked, and my Internet connection has been solid ever since.

Hopping on my soapbox for just a minute, I will also say that I wrote to the utility in question, for what it’s worth.  The gist of that communication was this: 

• It is ludicrous that their customers must contact oversight agencies to fix a problem. 
• It is ridiculous that they will only provide the service for which they are being paid under duress.
• If their own employees have exhausted every other avenue, they should have a way to get approval for replacing central office components as a part of normal equipment maintenance.

I don’t think my communication will have any impact on the company.  But, it did make me feel better.  And, I will be much quicker to call out the big oversight guns if I ever run into the same type of problem!