Why I can’t recommend IP-Only as ISP

Update: Their support called me at 4PM and said that they had replaced the fiber port at the gateway, and since I came home half an hour ago I can confirm that it works, I’m happy

When we installed fiber network 100/100 in 2011 we chose a local ISP Teknikbyrån. Their support was excellent. The first support message I wrote 1:31 PM Oct 23 2011 (our three fix IP addresses were not working, only DHCP), then I got a reply from their support 2:05 PM, and they had fixed the problem. That is, 26 minutes for fix and reply, that is great!

We have now been without network since 9PM on Saturday evening Aug 15 2020, that is 64.5 hours… but we were saved by my Telia mobile broadband which I’ve shared to four of my wife’s work computers (she is working from home, since April 1st, due to Corona) and two of mine, and I’ve shut down a few computers to save power, as long as we are without network. I need to move some, to a more reliable network.

Unfortunately this company Teknikbyrån was purchased by a big ISP provider IP-only in 2015, and we had some problems in June 11 after a power failure in Åkersberga (our small city). Mail to support at Sunday Aug 16 2020, with auto reply and errand number (in Swedish) (pdf in Swedish, may soon provide an English translation). If I had been the main share holder of Teknikbyrån, I would have opposed such a sale.

I never got an answer on the support mail, only an errand number… I called their phone support, where I got to talk with someone who hardly even knew what a NAT was. It took around one hour before he had been able to provide the question to for me provide me a trivial answer.
He wanted to know the MAC address for a computer connected.
Why didn’t he ask that from the beginning, it could have saved us both a lot of frustration and shouting?
OK, they got the network working within a few hours (likely just by restarting the gateway computer).

After the last power failure on Saturday 9PM, the network was down. I wrote to their support on Sunday at 2:33PM, with an analysis where I conclude that there is likely some connection problem between their gateway computer and the fiber modem.
Six minutes later, I got an automatic reply, given an errand number 917522. This time in Aug 2020, I still haven’t got an answer, and the network is still down, despite I was promised by their support that a technician will be on site and fix the problem at 8AM this morning…
Maybe they have problems with personnel, they no longer have not even a technician as jour in Åkersberga, the closest office is now in Uppsala, around 60 km from here.

As I’m now retiring, maybe I should offer myself as a jour technician to keep the network running in this city Åkersberga. Alternatively we have to find another more reliable provider.

Another alternative is to start developing the ISP independent wireless network  I wrote about in a school report from 1987 where I describe wireless pen computers and ISP independent networks. (in Swedish (I have an English translation as well, will soon provide).

Best wishes
Roland Orre

To be offline in a digital world is frustrating…

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