Cisco DoS required CBOS upgrade- Qwest complaint

[Patrick Fleming EA]

I have been in contact with Cisco support as well as customer support 
within Qwest regarding a serious Denial of Service update to the software
that runs my Cisco 678 router. On 5-23-2002 Cisco released the following
advisory: http://www.cisco.com/warp/public/707/CBOS-DoS.shtml As
indicated, I called Qwest- the provider of my modem. The first person I
talked to transfered me to another department. Without talking to anyone
at all, just following the prompts provided by the voice mail system, I
was able to get right back where I originally started, with DSL Tech
support. This time I was told that they had just received a memo regarding
the updated software but that he didn't know anything more regarding the
memo. This was either 5-28 or 5-29. I emailed Cisco, based upon their
press release to attempt to get the update from them as I was unsuccessful
with getting anything from Qwest. Their response is the following website:
http://www.qwest.com/dsl/customerservice/modemsupport.html which as of
9:00am 5-31-2002 indicated that they are working on getting the software
ready for use by their customers. This software has been available since
5-23 from Cisco, but since Qwest DSL users purchase their modems from
Qwest, Cisco indicates that it is Qwest's responsibility to provide the
upgrades. I would have no problem with that if Qwest fulfilled this
responsibility with their customers, of which I am only one. I have 
recontacted Cisco in regards to the unavailability of the upgrade on 
Qwest's site and I seem to be in a support loop waiting for a human to 
read my email.

I believe that this deserves the attention of the Corporation Commission 
as it represents a shortfall in the quality of service provided by a 
public utility.


-- 
Patrick Fleming, EA
http://myhdvest.com/patrickfleming
Licensed to represent taxpayers
before Exam, Appeals, and Conference 
divisions of the IRS