Review by acrufox 
member for 8.8 years, 2298 visits, last login: 165 days ago
updated 1.5 years ago
 Canada
 Contract price not specified.  "Excellent speeds, DOCSIS 3.0" "Incompetant at resolving problems beyond the pole!" "If you have problems, just switch to Aliant FibreOP!"
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Now that Aliant FibreOP is rolling out in the city, I thought this would be a great time to rewrite this review.
We switched from Aliant DSL to Eastlink to choose the lesser of two evils. The choice was either really slow 128K reliable DSL or cable; which was a lot faster but not as reliable. As time passed, connection issues with Eastlink became more apparent. We had crew after crew out to the house that had the mantra: replacing coax and splitters multiple times would magically fix the problems. Eventually this led to a technician getting a shock off my computer case (bad fan in computer) and driving a grounding rod outside the house and laying blame on the house wiring.
Eastlink then came out with DOCSIS 3.0 and I had hoped a new modem might alleviate the connection issues. So I picked a new ARRIS modem up and the following day the node which services our area died. We lost all Eastlink based services during this time.
After this node was replaced, the connection was rock solid for 1 1/2 years. We even decided on a 2nd connection for our family when they implemented 250GB caps on their 30 megabit service (now 40). Everything ran great until June, at which point they had a large service outage in my area. During the summer of 2011 we had service outages at random times of the day for our HDTV, telephone, and internet. Eastlink wasted a month of me calling in these problems only to have one of their engineers call me and inform me there was an ongoing issue in my area they couldn't track down. I was told to continue calling it in whenever the internet went down to help them locate the problem.
That was almost 5 months ago. Eastlink has this wonderful knack of making you start over at square 1 for the same problem. Eventually when I didn't have their engineers cancelling my service call, I had one dispatched out to the house. He checked all the coax, splitters, and even the drop. The technician told me this ongoing issue I was having was beyond the pole and he wasn't allowed to work on that (cited a bad amp as an example) He said maintenance was responsible for addressing these issues but not to get my hopes up. The technician told me I would get a call from them in a few days. I never got that call.
So here we are October 22nd, 2011 and the problem has not been fixed. I contacted Eastlink yet again today while the modems were having problems remaining synced. He noted I was indeed having problems and then proceeds to put me in for another service dispatch for Sunday to come out to look at things at the house. This was exactly what I did during the last service call to get the problem escalated to maintenance. Again Eastlink sending me to square 1, no wonder he told me not to get my hopes up...
When the time comes and FiberOP from Aliant is rolled out on my street, it won't be a hard decision to dump both internet connections with Eastlink. I want a working internet connection. I have been paying full price for unreliable service for almost 5 months, I certainly do not feel like a valued Eastlink Customer.
Anything positive I had to say about Eastlink disappeared long ago.
10/22/2011: Tweeted to Eastlink about this ongoing issue, someone called to confirm the problem. By now, obviously, the problem isn't occurring and we're told we need to call while it is occurring. I did that earlier this morning with a representative on live chat, he even noticed I was having problems with the connection! All he wanted to do was book another tech on another day when this problem isn't happening. I've called enough times that there should be enough on file to do something about this. I shouldn't have to keep fielding these calls like it is the very first time I've called. I work nights, I cannot be up 24 hours a day to provide technical information.
Modem stats as of 10/22/2011 10AM: »imageshack.us/photo/my-images/18···s3f.jpg/
Modem stats as of 10/22/2011 12PM: »imageshack.us/photo/my-images/5/stats4u.jpg/
Modem stats as of 10/22/2011 10PM: »imageshack.us/photo/my-images/16···s5z.jpg/
1.6-3.3 Million uncorrectable errors in the space of an hour is NOT normal. I'll keep adding to this review until they resolve it or I can switch to an alternative.
Comments:
 | | Your problem Plug an analog cable line into your tv. Watch the picture on channels 4 thru 6 and then 14. I am almost definite you will see a white line go from top to bottom on your screen! Flashing intermittently. If you see this book another service call and show the tech. And inform him to let his main. Tech know that there is a faulty AGC on your leg of the distribution. You can see that your SNR drops into the noise floor on US 3. And your signal levels are very low and drop even lower. As a tech when you see this kind of movement in the span of an hour and at that frequency. I would always say AGC. | |
|  | | | Re: Your problem Would a TV card work? We got rid of our last analog TV over a year ago so we don't have any other TV to try. | |
| | | | | Re: Your problem Sure would! As long as it has a coax spigot on it you will see the analog | |
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