Conference 7.286::dcu

    Nisreen,
             I got through to 800-322-1232 just this morning.  I just
    tried again with no luck, though.
    
    Don

    
    Well, I finally got sick of trying, and called the credit union
    to get the information I was looking for. 
    
    I did ask about the lines and this was the answer I got: 
    
    Q: What's wrong with the easyaccess lines?
    A: It is Thursday. The lines are busy.
    
    Q: But I get a continuous ring, no busy signal.
    A: Yes, that's how it works when it is busy. 
    
    Q: How many lines is there?
    A: 16 lines.
    
    Q: So how long do I have to wait to find if one of the lines is
       going to pick up?
    A: usually after couple times it should pick up. If it rang 
       three or four times, then it won't pick up, just try again.
    
    Q: But it doesn't make sense to me, why isn't there a busy signal?
    A: That's how it works, you don't get a busy signal.
    
    Q: But I do get busy signal sometime.(Even though this is a statement
       there was a questioning tone at the end of it :-)  )
    A: Yes sometimes it works.
    
    So...Well...the answer is: If it rings for ever that means the lines
    are busy, and don't both trying more than couple rings.
    
    

    RE: .2
    
    Well, I'm no expert, but this makes some sense to me. It would seem
    that the explanation the DCU gave you COULD be correct, if you made an
    assumption or two.
    
    First assumption is the apparent distinction between whether the DCU
    computer answering the lines is busy (ringing with no answer) and New
    England Telephone telling you all (16) lines are in use (busy signal).
    This assumption is valid if the computer is set up to service (answer)
    the incoming lines when it's waiting between touch tone entries and
    when the "voice" is telling what you requested. Further, I assume the 16
    lines are in a hunt chain (NET finds the free line in the group). 
    
    If 10 of the lines are causing processing and line 11 rings, the CPU
    may not get to notice that 11 is ringing. The last comment about the
    line not being answered after several rings would suggest that the
    "flag" to the DCU CPU times out and clears if not serviced in a
    timely manner.
    
    Just one man's opinion based on the data presented here. If my opinion
    is true, then they should consider making changes so that the CPU
    can answer the lines that they have incoming.
    
    Carl
                                    

Humph. It's been down all weekend and is still down.... or at least the
'interface' is running- I get the usual "SYSTEM UNAVAILABLE-THANK YOU-GOOD
BYE" stuff.

I wonder why they don't use DECtalks for this application? I'm not sugesting
that this would increase uptime; it wouldn't help in this case. Just
wondering....

Lee

    This "problem" has been around a long while! I'd like to ask
    somebody WHY; If DEC is the #1 company in networking/communications
    and they use our own equipment and software, why do we have such
    access problems???? I know, jump on the merry-go-round and blame
    the phone company(s) right ?(Maybe I just answered my own question!)
    Ya' just can't get good help these days !...                    
    

    They don't use DEC Hardware or Software for Easy Touch ?
    
    At the time of the installation, DEC did not have a product that
    met their requirements.  
    
    Also would like to see you check your facts BEFORE you start knocking
    the company products for problems seen in other companies products.
    
    Somebody might think that, since you are a Digital employee, you
    might be well informed on DEC products and buy something else ?
    

So I called the local maynard number this evening and did some easy
touch stuff. than hung up, munged some numbers, and called back (3 min
later).  no answer.  I called again, no answer (this is 11:55 pm).  So
I called the in-mass 800-number, and got an answer.  But I believe
each 800 number call costs DCU (e.g., us) $.50 or $1 or some such.
Could I suggest DCU get their equipment working properly to save us
some money? 

>      < Note 100.7 by BINKLY::WINSTON "Jeff Winston (Hudson, MA)" >
>                               -< 800 #s cost $$$? >-
>  
>  So I called the local maynard number this evening and did some easy
>  touch stuff. than hung up, munged some numbers, and called back (3 min
>  later).  no answer.  I called again, no answer (this is 11:55 pm).  So
>  I called the in-mass 800-number, and got an answer.  But I believe
>  each 800 number call costs DCU (e.g., us) $.50 or $1 or some such.
>  Could I suggest DCU get their equipment working properly to save us
>  some money? 

    
    If your so worried about saving "us" some money, why didn't you
    wait until a later time to try the regular number again?
    
    If you've tried EASY TOUCH many times and this is the first time
    it screws up, you have nothing to complain about.
    

                                         
    (Moderator's hat on)
    
    re -1: please take it easy. There is no need to attack anyone just
            because you don't approve of their action.    
    
    (Moderator's hat off)
    
    The easy touch numbers are never in a good working order. The burden
    of saving money falls on DCU and not on the Membership. If redialling
    the number over costs money, they DCU should work on resolving an
    outstanding problem, and not a member to be inconvenienced by the
    lack of proper service and waiting for xx minutes to call back.
    
    NJS
    

    
>    If you've tried EASY TOUCH many times and this is the first time
>    it screws up, you have nothing to complain about.

Actually, I was impressed that I got through at all.  This sort of 
thing has happened to me quite often.  I hope that DCU management 
reading this file realizes that behind any carefully written complaint 
are dozens of others where people just didn't have the energy to write 
a note.  E.g., if people are taking the time to write about it, its 
probably serious and frequent.

       It's 'definitely' serious and frequent. Easy Touch is VERY 
    unreliable.
                                                  Denny

    Very poor service here, I don't even try to use it anymore.  I should
    have complained but did not as I am close enough that it is only
    an irritant

    Am I unusual?  I tend to call in after 10pm and haven't had any trouble
    using Easy Touch.  Since it's not a local call from my home, I always
    call the 800 number. 

    I always use the 800 number (800-322-1232) and, except on Thursdays
    at about 9:00 to 11:00 am, have no problem.  The problem that others
    are complaining about, is that with another number or is it with
    the 800 number?
    
    I use the 800 number roughly once a week and have had little to
    no problems with it.

    I usually check balances a couple of times a week (via 800#) with
    no problems except for whenever they are updating everything and
    then I get a "system unavailable" message.
    
    Harry

    Why is the EasyTouch (800) number apparently now unavailable from
    outside the GMA?  I did (once) use it successfully some time back 
    (ie: over 6-months ago) but now get a message saying it's use is 
    unavailable from my calling area... 
     
-Andy

    Dial your local information.  The area code for the GMA just changed
    to 508 it might have had an effect on some of the 800 numbers as
    well.
    
    			Debbi

> < Note 100.17 by ARTRED::LAVOIE "Doin' the butt! Aww sexy, sexy!" >
>
>    Dial your local information.  The area code for the GMA just changed
>    to 508 it might have had an effect on some of the 800 numbers as
>    well.

    I'd believe that if it weren't for the fact that this has been
    occurring for some months, now -- long before the area code change.
    I had forgotten about it up until seeing this note.

-Andy

    This is an official response by Mary Madden of the DCU. The portion of
    that response, dated 15-SEP-1988, that applies to this note topic is
    included below. See note 2.22 for more information. 
    
    Whether you agree or disagree with the response from the DCU, please
    either direct your comments to the DCU directly (dtn-223-6735) or
    post your comments as a REPLY to this entry in this conference.
    
    Carl Leeber
******************************************************************************
    
******************************************************************************
        (Response to Notes 100.7 to 100.18)
        
        2.  EASY TOUCH, touch-tone phone system.
        
        DCU's EASY TOUCH system provides two numbers which access 16 
        lines.  EASY TOUCH provides up-to-the-minute information on 
        your account.  Most members who call EASY TOUCH complete their 
        transactions successfully.  There are times, however, when you 
        may receive a busy signal which indicates all lines are in use 
        or you may hear a recording indicating EASY TOUCH is 
        unavailable.  In this situation, work is being done on the 
        system.  If any member, when calling EASY TOUCH, doesn't 
        receive an answer or the information provided is different 
        than their records, call our HQ offices immediately so we can 
        investigate the situation.  We try hard to keep abreast of any 
        problems the system incurs.  If a member notifies us, we can 
        usually isolate and solve the problem more quickly.

    Instead of saying "...call our HQ offices...", why don't you just
    post the phone number(s) that should be called?

    Well I've read all the replies in this topic and don't have a whole
    lot to say that hasn't been said, but it's time to let off some
    steam.  
    
    Easy Touch told me "System Unavailable" ALL DAY yesterday, which is 
    pretty @$#(*@ inconvenient.  So today when I called I figured it
    *must* be available - they've had all night to get it back up. 
    WRONG.  It's still unavailable!
    
    I've got to ask myself what could keep it done so long.  Hardware
    problem?  (Shouldn't there be some kind of backup - this is a banking
    institution...)  Working on the database (as I think the official
    DCU response in .18 indicated)?  Can it really take this long??
    
    Ah well, I feel somewhat better now.  Time to head to the ATM -
    wonder if it'll be available ...
    
    
    - Chris
    
    

    
    If you get "System Unavailable," try what I try:
    
    I have four numbers for Easy Touch.
    
        508-493-9943
        DTN-223-9943
        800-322-1232 MA
        800-343-0620 Outside MA
     
    Believe it or not, there are many days where one of those numbers
    works and the rest don't.  I don't really understand why - maybe
    someone who knows how these types of things work can tell me.
    
    A lot of times, one number says "System Unavailable" or just keeps
    ringing and ringing, but another one will work (from my office,
    I have a choice of three of the above numbers).  Every now and then
    they all don't work, but its worth a try to not give up on one.
    
SEAN

    That's funny. I can't get through to the 508-493-9943 number: either
    it just rings and rings or you get the "system unavailable".
    
    I didn't think the 800 numbers were legit any more. From New Hampshire,
    trying the 800-343-0620 number I get a recording:
    
        Your call can not be completed as dialed - please check the number
    	and dial again.
    
    The system has been down for days now.
    
    -Glenn-

Re SYSTEM UNAVAILABLE

In most cases it DOES NOT MEAN THAT THE SYSTEM IS BROKEN.

When you get this type of problem it could be only one port or line that
is affected.   They will not know about it unless you tell them in most
cases particularly if it is a line problem  which is usually the case
when there is no answer.

The 223-**** and the 508-493-****are same number so don't waste time
between those two if one does not answer the oter one will not.

Caveat on last above.  Since multiple lines are available and they are 
in hunt groups you may think that one may answer when the other does not 
but in most cases what has happened is that someone is listening to the
busy and keeping that line in use for the moment so that you can get the
next one.

    re: .-2
    
    Thanks.  I did try both the DTN (223-9943) and 800 (800-322-1232)
    yesterday and was consistently getting "System Unavailable - Good
    Bye".
    
    However, I just tried it and report the following:
    
    508-493-9943	Ring,ring,ring (etc,etc)
    DTN-223-9943	busy
    800-322-1232	got through!
    
    Perhaps this topic's title should be changed to "EASY TOUCH IS
    UNRELIABLE!!!!"
    
    - Chris
    
    

    
    Actually, I find the 800 numbers to be the most reliable.  Remember,
    there are two 800 numbers.....one is only good in Mass. and one
    is only good from outside of Mass.
    
SEAN

    
    RE: previous few regarding easy touch not being available. 
    
    I have been having the same problem all week. So I finally gave
    up after trying last evening and few times this morning, and called
    their customer service number (Which is DTN: 223-8444 ) , and asked
    about the Easy Touch problem. The response I got was that they are
    aware of the problem as they have had plenty of calls about it,
    and they don't know what the problem is.
    
    The software might have been upgraded :-)  (they seem to have problems
    when they upgrade any of their software - probably for lack of testing
    prior to upgrading..)
    
    Nisreen

    RE: last few
    
    The "outside MA" 800 number does *not* work. I think I read here
    a while back that it had been disconnected. But I don't remember
    why and I certainly don't remember receiving any official notification
    from the DCU that it wasn't active any more.
    
    The 508 number works now. I don't think that "inside MA" 800 number
    is any different than the 508 number. Apparently the system just
    came back up.
    
    -Glenn-

    
    re -1:
    
    I tried the 1-800-322-1232 from Colorado 3 weeks ago, and it works.
    
    Nisreen

    I tried the 1-800-322-1232 from Colorado 3 weeks ago, and it works.
		^^^^^^^^^^^^^^    


	With the breakup of the phone company, it is easier to get a single 
800 number for both in-state and out-of-state numbers. This is must have 
what happened. I also do not recall getting notification of this change.

Ted

    Aha! .30 has it. The 800-322-1232 (the so-called "inside MA") number
    works from NH too...
    
    -Glenn-

    re: last few
    
    The 800-343-0620 number has been disconnected for well over a year
    now.  By some mystical way (that I don't understand and don't want
    to) you should be able to reach Easy Touch through the 800-322-1232
    number.  This change happened while I was still working for the
    Credit Union.
    
    Roberta

The 800-322-1232 seems to have gone kaput... doesn't even ring (from here
in Ohio).

Anyone know what's up?

Thanks-

Lee

    
    
    I get a nsaty AT&t message. the ATM machice has been down since Friday
    afternoon, Target couldn't authorize my VISA card saying they couldn't
    get thru to the bank computer
    
    dunno 'bout you folks, but I'm getting my cash out tomorrow morning
    first thing.
    
    simon

I don't know anything about the 800 number, but you can reach Easytouch via
the DTN number - 223-9943.

Assuming you are calling from a place which has DTNs...

John