I looked up your ticket and I believe our system handled everything as designed by sending your calls to your failover number when we couldn't get them through to you.

While we do monitor our own network, we don't provide proactive monitoring of end user connections/management.

I understand that you are frustrated and wish that we would monitor things outside of our own network. Unfortunately that's not practical from a technological or economical standpoint and I don't know of any residential providers doing it.

Even ISPs don't do this level of monitoring for their customers to detect is a modem loses sync, etc. It's just not practical and we can only monitor our own network.

It would be extremely difficult and costly to design a system that could accurately monitor end user networks primarily because of all the different network setups, routers, and NAT situations out there. There's also the situation where sometimes users unplug their devices, sometimes they travel with them, etc. Sometimes ISPs renew IP addresses and they could be down momentarily, etc. There are hundreds of potential situations that could generate false positives. The support/customer service burden alone from those alerts would require more staff that our entire service does because of people complaining about false positives or special situations it didn't detect.

Our solution (and the one that is used by virtually every provider) is to provide failover forwarding where if we can't get a call to you for any reason, the call can be forwarded to an alternate number or send to voicemail. In your case, the failover worked fine so our system was working as designed.

Again, I understand you may want more, but there are limitations on what providers can do.