You've been doing what for two years?

The customer called us today to locate a backup data line which was "missing" for quite sometime. The problem is, this is not an ordinary line but a ISDN BRI line which you can test for voltage but in order to get it verified as the correct line, you would need an ISDN equipment which, we do not have. Anyway, the customer has informed us that the Telekom technicians were there earlier and has left some markings indicating that line.

Now, all we have to do is to locate the correct cable and connect it to... to... er, heck we don't even know what to connect it to. But no matter. Because its time to play Detective again.

The problem is a very simple one: Find the missing line and connect it back

So, the first thing is, to ask a lot questions. Never mind if it makes you think you're bothering the customer. Because if you did not ask, you would not be able to complete your job and this would really bother the customer. First thing is, to ask and verify that the number for that missing line is correct. Then, ask what it is being used for and where or what equipment it was last connected to before going AWOL and so on. One you have asked all the correct questions, you would by now, have enough information to start your work.

From all the clues, we discovered that the line was meant for an ISDN NT1 device. This was then made easier by calling on their IT guy who provided all the necessary pointers (I mean, the floor was filled with both useable and non-useable modems) and after detecting the only workable modem with no "Live" line, we got our suspect cable. This was very important because we have been tracing the cable for nearly the whole afternoon, near the Telekom junction box but with no success.

Only when did we discover this cable from the equipment side, the whole story unfolded. The customer did some renovations two year ago and the contractors cut a lot of "uneccessary" cables, like all contractors do. And once the renovations were completed, it was completely forgotten and the customer has been paying for this unused missing line for two years!

[Update: 19042008]
The customer's IT guy called up again and told us that it was not the correct line. So, I told him to arrange an appoinment where all parties concerned would be at that site to locate, comission and test the line. It is better this way so that no party has the chance to do any finger-pointing. This would mean loss of time for everyone and created animosity between parties. We don't want to create any politics but just to solve a problem.

See the cables dangling? This is where some people
saved time and money and hoped everyone would
forget about it. Ha. Ha. Ha. Not funny

Sharp angled cuts on the cable means
this is not the work of a rodent