I had a problem last night with a remote site, my T1 there went offline at the end of the day. I called XO's support to find out if there was an outage or something. Nothing.
I got a ticket created and they started working on it. I spoke to the tech several times on the phone between 6pm and 10. Around 10pm he called me one final time to tell me that he found out that the T1 circuit was down because they ordered it to be canceled. WTF??
They said it was because we upgraded it to 10Mb fiber.
That's what we did at our main office, but not at the address where the T1 is that was shut down! I have no idea how this happened, other than just plain old human error. I got a lot of apologetic phone calls this morning, but apparently disconnecting a T1 is a very simple process, but reconnecting it is going to take two days! (Okay, two days is exaggerating, it came up at 1:45 today).
I was very clear with them on the phone, and they acknowledged it, about which T1 was to be taken down. Heck, they could have looped the circuit or whatever it is they do and seen that the router is offline—that's the one to take down: the one that hasn't had even a kilobyte of traffic on it for weeks. Instead, they took down the T1 that was up, running, and transmitting data 24/7. A simple, cursory examination of our account and data T1's (we only have two, one at each location) would have been sufficient for any normal thinking homosapien to recognize and do the right thing. Apparently the cromagnons in Verizon's facilities don't have enough higher-order brain activity to notice problems like this.