rdvisit@tty3b.UUCP (10/10/83)
About 6 months ago I bought a US Robotics 212A modem so that I could call UNIX from home at a resonable speed. The UNIX systems do not have a direct outside number for access. Teletype has a Dimension PBX and so you must use the remote access number for the PBX. This means (for those unfamiliar) that I must dial 14 digits 111-1111,2222,333. The first 7 are for the local office to route me to the Teletype PBX. I then get a second dial tone and must dial the second 4 digits to gain access to the PBX. I then get a third dial tone and I dial the last 3 digits which are the PBX extension for the UNIX system. All this works fine if I use the tone pad of my phone, but if I use the USR modems auto-dial capability it often fails. The modem dials through the local office just fine but seems to have problems breaking the dial tone of the PBX. I have monitored the line as the modem is dialing and I have the proper delays programmed. I thought it might be that the modem can't drive the 10 miles (as the crow flies) of copper so I took it to work and tried it. I used the modem to dial out and then back in again through the PBX, and it still didn't work. I have tried switching the polarity of the line at the modem also. I talked to some people at USR and they were very pleasant but of no help. Basically because they wouldn't let me talk to an engineer. Some times I wish there were a special phone number at every company which would connect you with an engineer instead of a sales person. ("But all I want to do is talk to a fellow engineer who understands the problem!") Anyway, all I've gotten from USR is "it doesn't sound like our problem, but we'd be interested to know the solution.". I tried to talk to some Bell people too but they would not answer any technical questions. It seems to me it is either a level problem or a frequency problem. If anyone knows the tolerances required by the Dimension or can help me with my engineering curiosity I would really appreciate it. Also, I would be curious to know if anyone else has the same problem. Andy Rolfe Teletype Corp. CORENET 362-3202 ..!otuxa!tty3b!yellow!arr
fair@ucbvax.UUCP (10/12/83)
Just one comment: Where I work as a Software Engineer, anyone foolish enough to ask for an engineer will get shunted to customer service, because otherwise I spend 85% of my day answering silly ass questions from thick customers, and I don't get any work done. Thus can I sympathize with U.S. Robotics' Policy. However, the proper solution is to have a competant customer service department. If USR doesn't pay attention to this, they will sell fewer modems. BTW, we have a USR as the dial out on our main system, and it did not work properly when it came (would pulse dial, but not tone dial). Turned out to be the main chip inside the box was not properly seated in its socket. Reseated it, and have had no problems since. Erik E. Fair ucbvax!fair fair@ucb-arpa.ARPA {ucbvax,amd70,zehntel,unisoft}!dual!fair Dual Systems Corporation