Help Kelurahan for Network Problem

Yesterday, at 6.30 pm we got report from employee of Citizen Department about the vice governor visit at Petamburan Kelurahan. But there are problem about the link network status of Computer in Kelurahan. The official in Kelurahan said that the speed of network is not more than 9.6 Kbps. Just information, the network in Kelurahan is used VPN Dial Up provided by Telkom Indonesia for network link to server.
Then at 7 pm we start act. We prepare go to Petamburan Kelurahan and bring our war tools. At least 7.30 pm we arrive at Kelurahan and start to diagnostic the trouble. From the diagnostic process, it has network link problem between client with the server. At first connecting process we got the speed 14.0 Kbps. It seems to far to get the optimal speed. The optimal speed for network in application should be more than 32 Kbps to get optimal process. If not the process in application will be slower and slower.
After get the problem the we contact the Customer Services of Network Provider.
Coz the Citizen Department are having a Platinum Account on network provider, It must always get the high priority if it has a problem. So i have to pull up the customer services to solve the problem as soon as possible. After i tell to CS Operator about the problem the CS give solution to call the Corporate Customer Services immediately.
After get the of Corporate CS number, first i call that number from my Handphone it sound tu-la-lit. Oopss, i forgot that this number are Free of Charge but should be called from Public Switching Telephone, but one of their product Telkom Flexi can doing that call but customer will charge to make call. I think it should be called by any operator for flexibility services.
I start to make a call at 7.45 pm and the official said it will be report to Multimedia Sub. At least 15 minutes after report time i got call from multimedia access official, they ask for setting in the computer, modem condition, virus attact or etc. But i explain to them that the computer in normal condition no virus detected and modem is in good condition. I also try another modem, i try the internal PCI Modem, but it get same result too. I suggest it must be network problem.
After that small conversation happen, the official is want to ask our internall dial up password. But i cant give that coz it’s only for internal used. I explain to him that the trouble is happen in link between end point to central, not in our internal server. Coz if it happen to our internal server another client cannot connect in same time. Then the official understand and try to fix it.
After 1 am (todays), it have not been solved by network provider. I back to call official and ask to official they will contact the Central Official to check the network condition. After 1 hour the CS said that it dificult to contact the official. After 1.30 am i got answer from the CS that the official will check the cable condition on site. An will doing replacement if needed, but checking process will be do in 6am or 7am.
After get that answer then we go back to home and will be continue if the official come to Kelurahan to do checking process.

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