Nov
8
Fairpoint FiOS Customers Still Offline After Nor’Easter – Software Bug at CO Holding up Restoration Efforts
Last week we noted that Fairpoint creditors are suing Verizon for $2 billion, claiming that the deal that unloaded Verizon networks and debt in New Hampshire, Vermont and Maine was essentially a massive con orchestrated by Verizon lawyers. As part of that deal, Fairpoint acquired some FiOS customers, the majority scattered around 24 communities in southern New Hampshire (FiOS was rebranded "FAST").
After the region was slammed by a surprise October Nor'easter and power outages last week, Fairpoint is wtill having a hard time getting those customers back online -- well after power to the region has been restored. According to the Nashua Telegraph, the cause is a software bug at the CO that serves the users, compounded by Fairpoint's inability to give customers accurate answers or stick to appointment times:
FairPoint s fiber-optic broadband service is struggling to recover from last week s power outage due in large part to software issues at a central office in Nashua, with customers facing dead connections for the FAST service in a dozen communities, including Nashua, Hudson, Merrimack, Brookline and Pelham...Contacting FairPoint s repair center has been a point of tension, however, for the dozen or so readers who contacted The Telegraph on Monday to discuss days without Internet service even after power returned.
The week long fiber to the home outages -- and subsequent inability to handle customer complaints -- comes as Fairpoint just finished settling with Vermont regulators over outages and inability to handle customer complaints.read comment(s)
Original story here.