I, as well as the rest of the staff at Access, want to apologize for any inconvenience you may have suffered last week as we added trunk lines, dial-up phone numbers and ISDN services. We appreciate your continued patience and input as we sort out any problems that may arise. Your feedback about any connection or phone problems will help us speed the process a great deal.
We now have all lines in service along with some new modems to help assure that you do not get busy signals in the future. We also have 5 spare (24 lines each) trunk lines wired in to our equipment room ready to go for future capacity.
We have reports from some customers of slower than expected connection speeds since the upgrade. Please redial, your speed should improve to better than before the upgrade but please let us know what your experiences have been since Wednesday noon. We would appreciate your input on any aspect of our dial-up service that you don't think is operating up to your and our expectations so we can fix the bugs. We urge you to try out the new numbers and to report back any problems you have to support@accesscom.com.
Every customer should have more than one dial-up number that is local to them. You can check our database at http://www.accesscom.com/system/pops.html to find the new numbers that should be a local call for you. Be sure to check the numbers with the phone company to make sure there will be no toll charges for these calls as we can not guarantee this information nor does Pac Bell. If you find a number that is not local please let us know so we can update our database. The database was done manually by getting all the phone directories in our service area and then working backwards from our numbers to your local exchanges. This was a tedious process and we remain concerned that errors may have crept in.
If you have difficulty with any of our dial-up numbers please send email to support@accesscom.com or call the office with the following information. 1. Describe problem you are having 2. Access dial-up number called 3. The phone number at your location 4. Modem type 5. Any other information you think may be pertinent to the problem
The old Milpitas POP, 408-946-6500 and the old Los Altos POP, 650-964-3327 are not in service and if you call them you will get a "this line is no longer in service message" or a " please recheck the number you have dialed" message. Your modem may report back to you that it got a busy signal. Please use the search engine at http://www.accesscom.com/system/pops.html to find the other local numbers for your area.
Again please accept our apology for the down time and busy signals on Tuesday and Wednesday of last week and any dial-up problems you have experienced since then. We are working as fast as possible to remedy these problems.