7 Lessons from an Install

I have been an agent since 1999. I have worked with over 75 service providers. This has been the worst experiences with a provider (SP) - top to bottom.

This order was three sites of DIA in Florida. It was inked in August 2020. The two remote sites came up fine. The HQ site in Tampa has been a disaster, bordering on incompetence.

The router sent to the customer was not pre-configured. The circuit was not pre-tested by the SP either - only during turn up. This is uncommon in my experience. There is usually loopback testing prior to TTU. Also, the COO of the SP swears there is QA checking for pre-configured hardware.

Lesson 1: Pre-configure CPE!

During turn up, the speed tests never showed better than half the speed. It was blamed on the ILEC (Frontier). No escalation at this time. The SP sent out a NID for the customer to install and another install scheduled. This install was over 90 minutes and resulted in a mixed bag of speed tests.

Lesson 2: Have a written process for TTU, including the speed test!

Here's the funny part: On each activation call, they use random speed test sites. Not their own speed test site, but Google, Fast and Ookla. It looked to me - and the customer - like they were looking for ANY speed test to claim the circuit was working.

I finally convinced the SP to send out a Tech. The customer was paying their MSP to come out for each activation (and it was getting expensive). I spoke with the SVP of Engineering and the COO at the SP. Here's what it bothers me: There was ZERO follow up by management. These calls were in December. The SP has sent out techs three more times to no avail. Yet these executives do not respond to emails nor check on the progress of this mess!

Lesson 3: After an unsuccessful TTU, send out a tech!

Lesson 4: After an unsuccessful TTU, executives should contact the customer and/or partner!

The SP continues to blame the ILEC to the point of ordering a different circuit at HQ. (This circuit also did not work.) Not only is the silence from management telling, but the lack of a sense of urgency from the SP has the customer worried.

There doesn't appear to be any work done prior to the activation call. No pre-testing. No checking in with the ILEC. There has not been senior techs on these activation calls nor is the ILEC on the call.

Lesson 5: Transparency. Show your work! If you did pre-work, let us know what it was.

The customer has lost all confidence that this SP can deliver the service -- and fears for the day that this SP has to fix the circuit if/when it goes down. It will be days or weeks for repair!

Lesson 6: Trust is paramount!

The customer asked for the written SLA policy and an escalation process. These don't seem to matter to the SP - neither the service level nor the escalation. It is now 4 months since the initial TTU - and I have heard nothing from management - only from the project manager.

Lesson 7: Don't be this Provider! Ever!

I'll never use this service provider again - ever! I'll let everyone know that they shouldn't use this Chicago provider either. I've never seen such a mess -- and worse such a lack of response or care from a SP.