How to report trouble

How to report trouble with your service on NetworkVirginia

Customer Trouble Reporting Procedures

Who Are the Players?

• Verizon/Bell Atlantic's Major Customer Center (MCC) provides a single point of contact for fault resolution among all Vision Alliance partners (i.e. for all local access and intraLATA switching).
   
• Virginia Tech's Network Operations Center (VT NOC) provides management and fault resolution for the backbone network and the SprintLink Internet gateway.
   
• Verizon/Bell Atlantic's MCC provides an optional, comprehensive, single point of contact service (for a fee) which provides coordination of resolution among all parties.

Who is Authorized to Call?

• Each site or organization must designate a technical representative(s) who will be authorized to call the MCC and the VT NOC to report problems and to coordinate configuration issues. Normally this will be the technical contact(s) named on your order form. If you wish to designate a new or different authorized contact person(s), you must register these with the MCC and the VT NOC.

Hours of Operation

• Both the Verizon/Bell Atlantic MCC and the VT NOC operate 24 hours per day, 7 days per week.
   
• The VT NOC employs an "on-call" paging system after 11 pm weeknights and on weekends. At these times, you will connect with a real person (as opposed to a network engineer) who will page the engineer on-call.

Information Customer Will Provide

• Circuit ID number for the circuit connecting the site to the WAN.
   
• A description of the trouble.
   
• Verification that the trouble has been screened for user or application problems.
   
• Approval for intrusive testing to be performed on the circuit.
   
• Name and number of the person reporting the trouble.
   
• Site address.
   
• Name and number of the contact at the site.
   
• Site access hours.

 

Procedure

1. Verify trouble is associated with the WAN and is not caused by site facilities.
2. Contact MCC at 1-800-654-6293.
3. MCC provides to customer a fault tracking number.
4. MCC coordinates resolution and any required escalation.
5. MCC provides status reports to customer until resolution is achieved.
6. MCC provides a monthly service call report (if requested).
    

If Customer Does Not Subscribe to Optional Verizon/Bell Atlantic Single Point of Contact Service:

1. Verify trouble is associated with the WAN and is not caused by site facilities.
2. Contact VT NOC at 1-540-231-3500.
3. VT NOC provides to customer a trouble ticket number.
4. VT NOC coordinates resolution and any required escalation.
5. VT NOC provides status reports to site contact until resolution is achieved.
    

Special Case: Problem with Internet Access via SprintLink Gateway

1. Verify that the issue is confined to Internet access only and that other services are working.
2. Contact VT NOC 1-540-231-3500.
3. VT NOC provides a trouble ticket number.
4. VT NOC coordinates resolution and any required escalation associated with Sprint backbone and SprintLink gateway.
5. VT NOC provides status reports to site contact until resolution is achieved.

 

Escalation

Both the Verizon/Bell Atlantic MCC and the Virginia Tech NOC are committed to resolving all network outages in 6 hours or less (usually much less). The MCC and VT NOC will each provide to the site technical contact an escalation contact list for problems which exceed this objective.