We began having Internet connectivity issues in the beginning of May. It was intermittent, and service typically returned in a few minutes.
We were planning a trip, and busy with those details, so I didn’t call it in. On the day before we left, the outage was a few hours in the morning. Logging in at a coffee shop, I sent my ISP, Ashland Home Net (AHN) an email through their support website. They said someone would get in touch with me.
Returning after our vacation last week, we found our connectivity worse. Calling in meant waiting by the phone for return calls and staying home so they can come by and check our systems. But, last Friday, I called it in.
Yes, they could see that we were online but our signal was very weak. This would need to be called into the city IT.
The City of Ashland supports several local ISPs. They do so through a community-owned entity called Ashland Fiber Network (AFN). The city’s support helps reduce the cost, right, and provides an alternative to the big commercialized entities that dominate the field, like Charter, Century Link, Comcast (which all might now be the same company). I use Ashland Home Net to buy local and help defray that cost.
Friday our connection went out in the morning and returned in the afternoon, apparently on its own. I called AHN for an update before they closed for the day. The agent said a ticket had been opened with the city. The city would call us. They would come by.
Our connectivity came and went through the evening.
Saturday found another outage that lasted several hours. Support was called. Messages were left. Nothing was heard back.
Internet connectivity was good in the morning. I returned from writing and walking at about 2 PM. My wife said the connection had dropped at noon. I called it in. The same agent that I spoke with on Friday told me, yes, a ticket with the city had been opened. The city will be calling me.
The hours passed…
I called them each hour to remind them my net was still down and that I hadn’t heard from the city. We heard back from an Ashland Home Net at 5:40 PM. Yes, a ticket had been opened with the city. Unfortunately, they were closed for the day. Nothing could be done.
Our connection returned at 6:53, and then left a hour hour later.
It came back again at 8:50, but dropped at 10:20, and didn’t come back.
We had a connection the next morning, Tuesday. Since I didn’t hear from Ashland Home Net or the city, I called AHN to see what was going on. The agent said the city was backed up. They would get hold of me, but it would probably be another twenty-four hours.
“Really?” I said. “It’s already been ninety-six hours.”
“We opened the ticket on Friday.”
“Your records show that the ticket was opened on Monday.”
“No.” I had my notes and referred to them.
“Oh, you’re right,” the agent said. “Okay, I’ll call the city now, and I’ll call you back.”
He did. “The city is sending someone out now.”
The city did. I saw their truck out there. I saw their agent. He went to the side of our house. I waited for him to come to the door.
I waited for the city to call.
Our connection was up and remained up, and it has since then. We’ve never heard anything back from the city or Ashland Home Net.
I’m going to give them a call when I get home today. I want to know what the problem was, or is, if it still exists, and what’s been done, or will be done about it.
Then I think I’ll check out other ISPs.
Just in case. Because right now, I’m not too damn pleased with Ashland Home Net, Ashland Fiber Network, and the City of Ashland.