Review by aciddrink
Good "Some areas of Lexington are reliable"
- Location: Lexington,Fayette,KY
- Cost: $55 per month (month by month)
- Install: about 2 days
Bad "They won't initiate maintenance ticket unless numerous people complain"
Overall "There's a lot of 'red tape'. Techs often see the issue, but cant fix it because it's not their job"
|Pre Sales information:|
Value for money:
(ratings match consensus)
UPDATED --- JUNE 5, 2012.
Ok, back to the original problem. Between the months of December and March, I had a total of 12 technicians come out to my house. The first 4 techs lied and claimed they 'fixed' the problems I was having. Finally, tech 5 came out and recognized a problem. He was annoyed that I was being pushed around, and did all he could do to help. It wasn't until 7 more techs (a total of 12) coming to my house that the problem was fixed.
Eventually after 4 months of of hassle and headaches, a manager for Insight called me and said he noticed my account had an unusually high volume of trouble calls. He asked me for the specifics of what was going on, then told me he would investigate and call me back. As it turned out, one of the engineers knew that the node for my neighborhood was *double* capacity, but kept sweeping it under the rug so he wouldn't have to put forth the effort of fixing it. The manager told me the problem will be fixed that night, and it was. I was also refunded the previous 4 months for all my hassle.
From March until April, my internet was perfect. Near the beginning of April, my internet started having the same exact problems as before (Detailed in the original review at the bottom). It is now June, and I have called many more times and had several more technicians out here to no avail. Each tech that comes out here says they clearly see an issue, but cannot fix it. I have to call every single week and have a new technician come out here until the right manager notices my 'unusually high volume of tickets' and gets my internet fixed.
I might add...during prime time hours, my internet slows down to make online gaming and streaming video impossible. During these hours, packet loss is consistently above 2% at all times.
------------------------BELOW IS THE OLD REVIEW------------------------
I live in south Lexington area. At my previous residence, I had insight for over a year with no issues at all. In December I moved to a new residence not far away from the original, and my connection began to suffer.
My connection problems began with slow download speeds and high ping rates, but only during prime time hours (between 6pm and midnight). As time goes on, it has been getting progressively worse, now I get slow speeds intermittently between the hours of 8am and 2am the next day. If I get on before work at 6am, the connection is usually stable enough to watch a YouTube video or something along those lines. PC gaming and Netflix is still out of the question though.
I have called customer service countless times about the issue. Most of the time I talk to somebody that is fairly uneducated about technology and runs me through the canned checklist (reset modem, unhook router, etc etc). Once I do all these, I inform them that my speeds are still slow, in which case they tell me that the signal to the modem is good so they cannot see why there would be an issue. Since December, 5 technicians have been out to my apartment, 4 of them walked around outside then came back in and said they 'fixed' the problem but never told me what it was.
Finally the 5th tech spent over 2 hours here testing various things, replacing modems, etc. This tech saw first hand the speed and connection problems, and told me it *has* to be something on Insight's side, but that a ticket cannot be escalated to higher tier maintenance unless I go door to door and convince my elderly neighbors to call and complain all on the same day. The tech was actually quite helpful, and tried to make phone calls to get the ticket escalated himself, but he ran into red tape and restrictions.
Furthermore (and fairly unrelated), he informed me that one of the main hubs in Lexington (on Richmond Rd) was mistakenly installed in an area that floods during winter months. As a result during the winter, excessive amounts of traffic must be routed through the other hubs, it is only in the summer months that the bad hub can be utilized.
Long story short, Insight is doing a very bad job in Lexington right now. I wonder if it has any relation to Time Warner Cable's announcement to buy them out. Lets hope when TWC comes in, they fix all the damage.
Below are a few speed tests I've taken over the past 2 days at different servers around me:
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