Bug Report 102203-A

Problem: ***	ACCESS NUMBER BREAKDOWN	*** 

Feature Affected
 
The sending of e-mail by AOL customers over AOLnet dialup lines. 

History
 
I have been sending e-mail using the same AOL software on the same dialup lines for years. 
Therefore this rules out any possibility that the bug might be mine and not AOL's. 

Problem First Appeared: about April 30, 2003 
Problem Reappeared: October 22, 2003; briefly on November 16, 2003; reappeared March 5, 2004.  

Date First Reported to AOL: April 30, 2003 

Response from AOL Tech Support: none as of March 5, 2004 

Date First Escalated/Reported to AOL Management: March 5, 2004 

Detailed Report
 

I regret to inform you of a recurring problem. 

As you know, every AOL dialup session includes: 

    - access to AOL content 
    - access to the Internet 
    - e-mail access 

But I've found that when I dial (505)438-5861 and connect to AOL, 
I often get access to AOL content and the web but no access to e-mail. 
All attempts to send e-mail fail. 
Each time I press Send, the AOL client software pauses for 2-3 minutes 
and finally fails, saying that the AOL host has not responded. 

Experimentation shows that this problem occurs only on one AOLnet dialup line. 
It does not occur when I dial for example (505) 661-1098. 
When I return to (505) 438-5861, the problem returns. 
Therefore this rules out any possibility that the bug might be in my hardware and not AOL's. 

Experimentation shows that although the host does not respond, the e-mail does (sometimes) get sent. 
However, the client software hangs for about 3 minutes, locking up the user's computer. 
Also, the AOL client software fails to move the sent e-mail into the Filing Cabinet's "Mail You've Sent" folder. 

Failure Rate: high on isolated days 

Workarounds Found: logging out and back in sometimes helps, which implies that not all dialup sessions have the problem.  

 

	Sincerely, 

	 (mr.) 
	Software Engineer and Tester (for hire) 
	Testing Pays! 
	http://users.aol.com/JEBrown800 
	Los Alamos, New Mexico  USA 
and
	http://proofreading4civility.com/

, BS Computer Science, has been a software engineer for over 20 years and an AOL user since 1996.



Caution
 
Note: As in every company, it's possible you'll delegate this bug report to a new employee. 
If you do, please keep an eye on his or her progress. 
New employees sometimes have little experience with customer support and service, 
and sometimes find it easier to blame the customer than to fully investigate the problem. 

Such behavior is unprofessional. 
My policy on unprofessional behavior is to report it to AOL management. 
So, if you delegate this bug report to a new employee, please see that he or she has adequate supervision. 

Status

Status: Resolved

Concepts:

AOL complaints, AOL problems, AOL breakdowns, reviews of AOL, how AOL treats its customers

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