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Review by jdmm72 
member for 11.1 years, 286 visits, last login: 6 days ago
updated 6 days ago
 Nitro,Kanawha,WV
 $55 per month about 999 days "Bill comes regularly." "Bad support. 4+ months to fix speed issue. Service is getting flaky again in Dec 2012." "When it works correctly, it is good. If you have problems be prepared for massive wait."
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(ratings match consensus)
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I have to be fair. For the price/performance, Suddenlink is the best ISP in the area. DSL can't touch it.
If you want reliable SLOW speeds, go with DSL. The variation in the connection speed is not present, but neither is the higher speeds of cable.
If you want speed/performance, then SL cable is the choice. The speed does vary, but it still is much faster than DSL on average.
First try 2005: I had Verizon for telephone, Dish Network for TV, and SL for internet (1.5Mbps). Pretty happy with internet service.
When SL offered telephone service, reduced my telephone bill substantially, so I subscribed. A few good months, then....
Frequent phone issues, no dial tone, but still had internet, many customers effected, but stated resolution times of 2 hours often stretched to 12-24+ hours. My wife decided that we would switch to a traditional telco because house alarm didn't work when phone was out. Switched to Verizon ADSL and telephone service. Expensive, but it always worked. After 2 years with Verizon, switched to Fibernet (who was bought by nTelos wireline, and became Lumos) an ILEC, for same service but cheaper (and a static IP address.) Had billing issues with Fibernet (stopped recieving bills, but not late fees.)
Second Chance: June 2011: Switched back to SL for faster internet, and phone. Fibernet ADSL was rated at 3Mbps (honestly got 3.5Mbps), and SL offered 10Mbps. Fibernet ADSL/telephone bundling was $50/mo ($60 after tax and fees), SL was $55/mo ($67 after tax and fees.) All good until...
February 2012, slow speeds, frequent internet and telephone disconnects, and no resolution to problems.
Now it is June 2012, still slow speeds, telephone service is finally stable, but internet is averaging about 3.5Mbps, and goes down to 1Mbps during peak internet hours. Not acceptable.
Had truck rolls in February, 2 in March, and one in April 2012. Cabling has been replaced, outside interface box has been replaced. Cable terminations have been replaced, coupler in attic has been replaced. Was supposed to have one in May, but college finals and graduation were more important. Had appointment set up on June 5, for June 15 that I couldn't make. Technicians have always said the signal to my house is good.
Called yesterday (6/21/2012) and the support agent actually said, "we haven't had a technician to your house in over a month," when arguing that they can't assume a infrastructure issue. So, I'm supposed to have a Suddenlink technician invade the privacy of my house once a month, waste time on the appointment window, and be happy with that.
So, what has been the subject of the blame game? House wiring (techs say my signal is good, and only thing hooked to SL cable is the SL modem, as TV is Dish Network, and SL ran the cable to the attic themselves, then did reuse a cable that goes to a wall plate that originates in the attic), Cisco 851 Router (SLs first troubleshooting step is to remove router, which DOESN'T fix ANY issue, and causes line monitoring to stop), Computer (speed is also slow on our Sony Blu-Ray player, even with computers off), but I've been assured it's not infrastructure on multiple occassions.
My personal assessment is that the infrastructure and equipment is saturated. SL only offers DOCSIS 2.0 telephony modems, which only bind on one channel, whereas DOCSIS 3.0 can bind multiple channels. That is only my assessment though, and I'm a Telco tech, not a cable tech, so take it with a grain of salt.
Evidence to back up my assessment...
From modem event log, 2 recurring messages (These messages make up the majority of the events)
1. No Ranging Response received - T3 time-out
2. Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
The common factor between these 2 messages. High CMTS utilization. T4 indicates possibly >95% CMTS utilization. Recommended range is 80%
According to »volpefirm.com/docsis-101/docsis1···tenance/,
"A final note, T3 and T4 impairments are always within the DOCSIS network inclusive of the CMTS and cable modems. In fact it is the cable modems themselves that are doing the counting and alerting of T3 and T4 timeouts. This is one time that the IP network behind the CMTS is not to blame for any of these errors. No finger pointing on this one!"
What this says, it's Suddenlink's own DOCSIS network itself, not my network, not the Internet itself. So, it is in Suddenlink's network between their customer premise Cable modem and their CMTS inclusive, nothing on my side.
In a nutshell, they OVERSOLD their network.
6-22-12: Had a tech come out today, replaced the modem, all good for a few hours, now back 1-2Mbps.
7-2-12: Had a "Supervisor" tech come out, and ask about speeds right now at 6:00PM, and when they were alright, he left, telling me to call back when I had a problem.
7-5-12: Down to 5-6Mbps again, still no resolution, and SL only offers to send another tech out. IT'S THE OVERUTILIZED NETWORK!!!!
7-6-12: Checked my bill, I was charged $39.68 for a service call to replace SUDDENLINK's modem, which DID NOT fix the issue, also my internet fees were supposed to be refunded, and that didn't happen either.
7-7-12: Still going down to 1Mbps at night. Contacted tech support AGAIN, they just flat out refused to help, stating that I was being affected by an outage. Sent email to Pete Abel asking for assistance. We'll see.
7/12/12 - 7PM, connection running at about 0.4Mbps (4% of my rated speed) for the rated speed of 10Mbps. WOW!!! Suddenlink supposedly is going to split the node, but was told that it could take months. Serious considering move back to "slower" 3.5Mbps DSL, as 3.5Mbps is still faster than 0.4Mbps on 10Mbps rated cable.
7/13/12 - Back to 1.4Mbps, awesome, so glad I subscribed to 10Mbps.
7/18/12 - WOW Seldomlink upgraded my service to 15Mbps, what is my throughput at 10:00 PM? Oh, between 3-5Mbps. SeldomLink, You rock!!!! Uploaded 2 speedtest imaged (From SeldomLink's own servers).
7/19/12 - So, my speeds have been pretty stable since 6:00PM at 250Kbps. I cannot use my phone and internet at the same time. I either have phone service or internet service, like back in the Dial-up days. Currently I chose to have phone service, because I can tether 3 times faster through my nTelos cell phone than with my cable modem.
7/26/12 - Local tech supervisor came out, installed a DOCSIS 3.0 modem in addition to telephone MTA. Now I am getting rated speeds consistantly. Things are looking much better, hope it keeps up.
8/13/12 - Things still looking good, updating review to reflect that fact. Had some billing issues, but all worked out, but spent another hour on the phone to fix it.
11/30/12 - Screwed up billing again for October and November, overcharged by $20 per month. Spent 20 minutes on hold, 30 minutes total.
Check my connection in the monitor group for Suddenlink at »/testhistory?view=83 with the DSLreports speedtests shown. Here is a link to the Speedtest.net page showing the recent results »www.speedtest.net/results.php?sh···db&ria=0
12/24/2012 - No internet service, no phone service, no ETA at call center (thank God for Cellular and Mifi's). Came back that evening.
12/27/2012 - Internet speeds at .3Mbps on 25Mbps connection. Not happy. Called SL, may have been a fire for some building of some company that may have burnt a cable or fiber somewhere, that may be affecting you. Yep, pretty much that vague.
1/3/2013 - Internet and phone out, no estimated time for fix.
3/21/2013 - Been a fairly uneventful time. The service is currently working pretty good for the last couple of months. Some ratings were raised to reflect.
4/1/2013 - Got a bill stating that my bill was past due and threatening termination. What is the past due balance, you may ask? $18.73. Suddenlink once again FAILED to apply the $20 monthly credit. I can't dock tech support/customer service anymore points, it's already at the bottom. Already on a phone hold for 12 minutes (without having spoken to a live person), to inquire about my bill at 12:34 PM on MONDAY April 1, 2013, a non-peak time.
Attachments:
Comments:
 Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
 ·Charter
| Maybe I can help I'm with Suddenlink at HQ and I'm approved to help customers in this forum (»Approved Suddenlink Tech Support Agents). If you'll email (pete.abel@suddenlink.com) or IM me the name on the account, I'd be happy to escalate this issue to the attention of senior management for your area. | |
| jdmm72
join:2002-02-12
Nitro, WV | Argggg!!! Still drawing down to 5Mbps with no computer but my desktop on the link. | |
| jdmm72
join:2002-02-12
Nitro, WV Reviews:
·Suddenlink
| Speed test results from 7/12/12 Speedtest.net
TEST_DATE TIME_ZONE DN UP PING SERVER
7/12/2012 20:10 EDT 7.19 1.04 79 Harold, KY 50
7/12/2012 20:20 EDT 1.62 1.02 68 Harold, KY 50
7/12/2012 20:21 EDT 2.86 1.03 79 Harold, KY 50
7/12/2012 20:39 EDT 7.11 1.04 77 Harold, KY 50
7/12/2012 20:40 EDT 2.73 1.03 75 Harold, KY 50
7/12/2012 20:44 EDT 1.35 1.05 73 Harold, KY 50
7/12/2012 20:49 EDT 1.57 1.02 82 Harold, KY 50
7/12/2012 20:55 EDT 1.91 1.01 75 Harold, KY 50
7/12/2012 21:02 EDT 1.38 1.04 75 Harold, KY 50
7/12/2012 22:36 EDT 4.04 0.67 439 Harold, KY 50
Testmy.net
Date Direction Speed in Mbps
7/13/2012 00:00 DN 10.05
7/12/2012 23:30 DN 7.42
7/12/2012 23:00 DN 2.02
7/12/2012 22:30 DN 0.77
7/12/2012 22:27 DN 1.03
7/12/2012 22:21 DN 0.81
7/12/2012 22:16 DN 0.74
7/12/2012 22:10 DN 0.75
7/12/2012 22:05 DN 4.04
7/12/2012 22:00 DN 1.7
7/12/2012 21:54 DN 0.75
7/12/2012 21:49 DN 0.94
7/12/2012 21:43 DN 0.72
7/12/2012 21:38 DN 2.72
7/12/2012 21:33 DN 0.94
7/12/2012 21:29 DN 0.77
7/12/2012 21:27 DN 0.34
7/12/2012 21:21 DN 2.89
7/12/2012 21:16 DN 0.5
7/12/2012 21:10 DN 0.66
7/12/2012 21:05 DN 4.14
7/12/2012 21:00 DN 0.76
7/12/2012 20:55 DN 0.92
7/12/2012 20:49 DN 0.9
7/12/2012 20:44 DN 0.96
7/12/2012 20:38 DN 3.08
7/12/2012 20:33 DN 0.75
7/12/2012 20:27 DN 0.81
7/12/2012 20:22 DN 3.9 | |
| | | not a tech in your area but would like to help I noticed your post and just wanted to ask a few quick questions
first is the hardline outside your home aerial or underground? did the techs go back through the hardline if so how far have you spoke to any of your neighbors and are they having the same issues you are the times I have ran into this and it not having been a house issue comes down to just a couple things one there's either an area in your main line feeder/trunk with water damage or heavy squirrel chews on it don't know if this helps but it may be a good idea to bring it up to the next tech out | |
| | jdmm72
join:2002-02-12
Nitro, WV | Re: not a tech in your area but would like to help The node was overloaded, and I was forced to use a DOCSIS 2.0 modem because of telephony. They installed a separate DOCSIS 3.0 modem, in addition to the telephony modem, and speed issues are fixed, as I can bond to multiple unused channels. | |
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jdmm72
join:2002-02-12
Nitro, WV Reviews:
·Suddenlink
| Flaky service. Speeds today as of 12/27/2012 are averaging about .30Mbps. Yee Haw, glad I'm paying for 15Mbps internet service and am set up for 25Mbps service.
On 12/24/2012, had a day long outage with no explanation from SL, other than there is an outage. | |
| | | Switch to frontier Vdsl or bonded HSI Switched to Fronter Communcations Bonded 24meg service from seldomlink and my connection has never been better | |
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Review by kilroy0097
member for 1.5 years, 9 visits, last login: 10 days ago
updated 10 days ago
- College Station,Brazos,TX
- $203 per month
- "Quality Internet Services"
- "Poor quality in Digital TV Service"
- "This is the only physical cable provider in town so you are stuck with them."
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I have been a customer in this area through multiple companies as each was taken over by another. From TCA to Cox and now Suddenlink. Through them all I have had cable and internet services. My current services include Basic Digital, Family Package, Sports & Info Tier and HBO. We rent a DVR and a Digital converter box. My internet package is the 15mb down / 1mb up and I own my cable modem. While Suddenlink's internet service is pretty good I have had nothing but issues with Suddenlink's Digital TV service. Not only is their Digital TV signal poor and filled with pixilation and audio quality issues but their Digital hardware (Converter and DVR) are subpar and years behind other cable providers. I have contacted their service department multiple times over the years and each time they send out a technician that can find nothing wrong with my signal to my home nor with my home equipment. I have replaced my DVR to see if that was the issue and it did not fix anything. The Digital signal is still frequently messed up and the audio qualities cutting in and out is a frequent occurrence on live television, on multiple channels and on recorded shows on the DVR. This combined with rising costs for the service and poor channel package combinations has driven me as a customer to seriously consider alternate providers. Unfortunately since Suddenlink is the only physical cable provider in my area I have to look to Dish Network or DirectTV as the only alternatives for Digital Television. I am currently looking at DirectTV as a solution. I have written Suddenlink emails in complaint of their recent product. If nothing comes from that I do believe I will be leaving Suddenlink and physical cable for the first time. I've been a cable TV and Internet subscriber since 1997.
Just to be completely clear. I believe the issues I am having are due to the local or regional branch of Suddenlink and may not reflect on the company as a whole. Also I have not tried the TIVO which they are pushing these days and can not comment on if that improves the quality or not.
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
·Charter
| Offer to investigate I'm with Suddenlink's corporate office and I'm vetted to help customers in this forum (»Approved Suddenlink Tech Support Agents). I can't promise I'll be able to help you, but if you're willing to share (by email or IM) the name and address on the account, I'd like to try, involving the senior-most executives in your area. Let me know. Email is pete.abel@suddenlink.com. | |
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Review by wolfkei
member for 17 days, 1 visits, last login: 15 days ago
lodged 15 days ago
- Williamston,Martin,NC
- $120 per month
- "thy are good for there service"
- "for there getting things done right for the service at a house"
- "there ok to use could listen to there customers"
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there broadband is good since there using fiber optics but there fiber optics do not run to the houses just to there boxes.sped is good i think as long as you have a good computer to handle it.i had issues with them they didn't listen finely got someone else to come out to look and they found the problem and fixed it with a new line to the house
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Review by georgew3
member for 9.7 years, 46 visits, last login: 35 days ago
updated 35 days ago
- Pflugerville,Travis,TX
- $90 per month
- about 7 days
- "Good bandwidth tests"
- "Bad bandwidth on everything except tests. Bad netflix, bad amazon prime, etc..."
- "This company is ok, if nothing else available."
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Suddenlink is a cable TV company providing Docsis service. I purchased 20 megabits with TV, but cancelled the TV because the DVR never worked right, and they were unable to resolve any issues. Very poor TV service.
The Internet service was good at first, delivering 25 megabits down (2mb up) for the price of 20. Netflix and Amazon Prime video worked great... in the early days. More recently I'm getting 6 to 15 megabits down.
I frequently have outages, my modem will have a strong flawless signal, but I can't get to some or all of the Internet. they seem to have a lot of /different/ issues:
> Strong signal to the modem, but only connected on one channel and no network
>Strong signal to my modem on 4 channels, and no network
>Strong signal to my modem on 4 channels, but I can only pull up suddenlinks page
>Strong signal, and some internet, but half of the Internet is unreachable
But now they act more like a malicious service provider, blocking video services, or limiting bandwidth to the point they don't work. I can get good quality video from lesser known providers, but the popular services are all throttled. I pay $80 per month, and it is NOT worth it with the throttling and firewalling.
They also intercept search engine traffic, as well as other traffic. So if I mistype a domain name, suddenly I'm on a suddenlink search page. I frequently cannot access google, and am directed to suddenlink's own very crappy search page.
The service is frequently down, and when I call tech support, they are surprised how knowledgeable I am, and I have some really good discussions with their staff (I operated an ISP for 20 years starting in 1987, and I currently work for a company that manufactures cable modems, DSL modems, set top boxes, and ISP management software). The guy at the other end of the line often asks me for a job during the call. So the support people are personable and helpful, but help is not what I need when I call... I want them to get the service working.
The quality of the cable signal to my house is very good, it is their back-end network that has the problems.
So the bottom line is Suddenlink has great high-speed connectivity, but spotty reliability, and malicious bandwidth throttling to third party OTT video providers like Netflix... all at a fairly stiff price. And when I say third party video providers don't work, I mean they never work, it is not intermittent. If we want to watch Amazon or Netflix, we have to tether one of our phones and use 3g. I can do 15 megabits to a bandwidth test site 2000 miles away, but I can't pull 400k from amazon prime.
AT&T has a fiber terminated 4 houses away from me, and their Uverse technician depot is two blocks away, but I don't qualify for service from them. So the only other option is wireless, but the wireless provider in the area (Clear) only provides crappy USB connections here (everywhere else in the country they provide ethernet). I think Clear has some sort of contractual obligation, or policy preventing them from selling network type connections here... So Suddenlink is the only game in town.
Update... Clear has their portable hotspot and ethernet router available for my area now. The bandwidth won't be as good, but they are supposedly not bandwidth rate limiting the OTT services... so I'll probably try them out.
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
·Charter
| Perhaps I can help I'm at Suddenlink's HQ office, and I'm vetted to assist customers in this forum (»Approved Suddenlink Tech Support Agents). If you're willing to IM or email (pete.abel@suddenlink.com) the name and address on the account, I'll escalate your situation to the attention of senior managers for your area. | |
| | | Suddenlink Nice write up. I had the very same issues a few years ago with them. Good product when it worked. I game frequently so it worked pretty good. It went down ALOT. Not enough techs in the field to help with issues. They tried but were overwhelmed since they were the only game in town at the time. We switched to ATT DSL and now UVERSE and its ok except they keep jacking up the price. I was considering trying Suddenlink out again but probably not now. | |
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Review by zraider
member for 10 years, 53 visits, last login: 37 days ago
lodged 37 days ago
- Conroe,Montgomery,TX
- $89 per month
- "Excellent reps, techs, and service"
- "slow speeds at times, hardly ever affects downloads"
- "overall 9 out of 10"
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Suddenlink Service, Tech Personnel, Reps
[please note the price includes telephone service also]
I've been with Suddenlink in Conroe since the company purchased the service from Cox.
Overall, I'd rate Suddenlink a 9 out of 10 on service, 10 out of 10 on
tech support, 10 out of 10 on wait time and company representatives. Ordering and installation was easy and carried out efficiently.
The only things I see from time to time are slower than normal speeds (I have 20MB down), but, on the other hand, at times I see speeds quite a bit faster.
I download quite a few isos, and other software, and consistently have but a short wait for the majority of downloads.
I've had only good experiences with tech personnel, although once when we tried the video service, the rep cut one of the cables I had installed. Still, I'd go with the video, but my wife just has to have dish and their super DVR's  ! Phone service has been excellent.
Equipment used has been Motorola and now Arris.
The only other 'real' option here is DSL, which I had for a short time and didn't really like, although it worked OK, but that was years ago, but still, I don't see that many friends now who have the DSL service. Of course satellite is an option, but not a viable one, and Verizon is too slow and too expensive.
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 Review by Cabal
member for 6.2 years, 2674 visits, last login: 1 days ago
updated 39 days ago
- Austin,Travis,TX
- $45 per month
- about 7 days
- "Fantastic tech went above and beyond for install, reliable service, great signal levels"
- "n/a"
- "I was concerned about having SL as my only choice outside of Austin, but they are heads and tails above TWC."
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Had no issues with a Ceton PCIe 4-tuner card from Suddenlink, have since switched to OTA and cable for Internet at half the price. No problems with speed or reliability on a customer-owned DOCSIS 3.0 modem.
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Review by Dstanko
member for 56 days, 6 visits, last login: 34 days ago
updated 43 days ago
- Cottonwood,Yavapai,AZ
- $55 per month
- about 30 days
- "Friendly Customer Service"
- "Speed nowhere near advertised, took forever to get them installed."
- "They really need to get their act together."
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Ordered Suddenlink when moving into my new house, they originally accidentally deleted my initial order. Everything was taken care of and they were out about a week after my call. Then was told my house would need to be wired for cable, and they outsource to another company for that. Cut to OVER a month later...
At first the speed was great, I paid for 15mb down, and I got exactly that. Then all of a sudden my speed was horrible 0.3 and not steady at all. Peak hours my speed would go anywhere from 0.3 to 3 mb down. I called them up and they sent another tech out, his response was for me to downgrade to 1.5 mb speed, as I was at least getting that. I'm getting 0.5 mb down as of posting this, after buying their modem I paid $150 up front for installation, modem, and first month payment just to get less than 1/15th the speed advertised.
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
·Charter
| with Suddenlink I'm authorized to help customers in this forum: »Approved Suddenlink Tech Support Agents. If you're willing to share the name and address on the account -- by IM or email (pete.abel@suddenlink.com) -- I will gladly follow up with senior managers in your area and ask them to personally look into this situation. | |
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Review by danield31
member for 62 days, 1 visits, last login: 61 days ago
lodged 62 days ago
- Arkadelphia,Clark,AR
- $65 per month
- (24 month contract)
- about 14 days
- "It works ok"
- "frequent slow downs and shady billing practices"
- "I hate Suddenlink"
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I've had Suddenlink for almost a year now in Arkadelphia, AR. It frequently slows down to 1-2 mbps during peak times, which makes it difficult to stream anything. The piddly 512k upload speed is ridiculous. I'm not so dumb to believe that Suddenlink isn't aware of this problem as it's a congestion issue and nothing else. I'm being charged a higher price that I was originally quoted. $65 a month for 8mbps with a 150gb cap is exorbitant. They wouldn't give me the option of using my own Motorola Docsis 3 modem until I got raw about it. Their greed and incompetence is about to cost them another customer. Unlike many folks, I have other options, so I won't put up with this nonsense much longer.
Comments:
Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
·Charter
| Offer to help I'm with Suddenlink at Corp. HQ (»Approved Suddenlink Tech Support Agents). If you're willing to IM or email me (pete.abel@suddenlink.com) the name and address on the account, I'll esclate this to the attention of senior managers for your area. | |
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 Review by BACULUM
member for 1.4 years, 36 visits, last login: 4 days ago
lodged 65 days ago
- Leander,Williamson,TX
- $115 per month
- (24 month contract)
- about 8 days
- "good speeds"
- "took forever to get it right"
- "okay, but I don't need the tv."
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Once they got it working, it's FARILY dependable.
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Review by micah_675
member for 1.1 years, 72 visits, last login: 54 days ago
updated 69 days ago
- Clovis,Curry,NM
- $100 per month
- "I haven't found any as of yet"
- "Never works right, slow customer service, terrible tech support, the list goes on and on"
- "If you see they are the only provider in the area, and you are moving to that area, find a town that DOESN'T deal with them"
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First off I have had packet loss issues with Suddenlink for over a year. They fix it the next week it is back. I have had 4 modems, 2 routers, and 2 different locations in this one town. What is the common denominator after all my problems. Crappy service from Suddenlink. I have filed a better business bureau report against them. That was the only way I got a field tech out to my house. After they confirmed that the packet-loss issues were not caused in my home and were seen at the drop outside my house they went looking. After "replacing" and amp and re-balancing the lines I still had issues. My download speeds until I moved were NEVER consistent, I paid for the 20 meg server only to get consistently shafted with less than 5 meg connection and even that speed wasn't consistent. At night you might as well count on doing something else other than using the internet also. After moving to my second location in the same town, they "upgraded" my 20 meg service to 30 megs. Well after this my download speeds seemed to stay rather stable. I then realized that the same packet-loss and ping issues effected this home as well. I called and complained, which it took them 3 techs to finally send back out the manager. He looked and said yes it isn't inside your house, please give me some time to fix it. Well that has been over a month now, and I still do not have a reliable connection. If you can avoid this company like the plague. It is terrible and they will not ever fix their issues.
Here is a bit of proof of my issues.
»/pingtest/55b4···/2967451
»/pingtest/2395···/2965706
»/pingtest/8877···/2956266
»/pingtest/bbb5···/2958909
Update: This will be my final addition to this review. This has been the worst experience I have ever had with internet. As you can see from my comments below I have had a total of 4 modems, 2 routers, and all issues persist with out without the router.
A suddenlink tech admitted another one of the local nodes in town was over-sold. They still have yet to fix it. As for my problems, when they replaced the drop the issues of packetloss and latency jumps subsided. The issues were seen on a known good modem from suddenlink and my own modem. I am so happy to be moving back to the Atlanta area where I will have a large number of choices for internet. Having one ISP per town asks for trouble.
Comments:
| | Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 Reviews:
·Charter
| Offer to help I'm approved to help customers in this forum: »Approved Suddenlink Tech Support Agents. If you're willing to IM or email (pete.abel@suddenlink.com) the name and address on the account, I will escalate your issues to the attention of the effective CEO for your area. Let me know. | |
| | | | Re: Offer to help I sent you a private message. | |
| | | Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 | Re: Offer to help I have forwarded to my colleagues and asked them to investigate. | |
| | | | Reviews:
·Suddenlink
| Re: Offer to help Thank you pete. As of now I have heard from several different managers, however the problems is still ongoing, while I understand the distances involved and the number of issues that have been encountered. I find it sad that I am having to assist in the troubleshooting of the issues to my node. I do not mind as I am an Avionics Field Engineer, but this isn't how I would like to spend my evenings. To date the packetloss issues have come on stronger than they were since I moved in. I am and have been extremely dissatisfied with your companies service as this home isn't the only one in town I have experienced severe problems at. I have attached 3 days in a row worth of pack loss tests. The amount of packets lost makes everything online a chore. There are times I have to refresh webpages multiple times to get them to load. As well my download speeds have suffered from major companies which I have gotten much more from in the past on this same line. From Electronic Arts Origin servers when updating I have gotten 4 MB/sec constant and in the past few weeks I do not ever see anything over 2 MB/sec. This is well under the speed of the 30 meg/bit PAID for speed. In case anyone else is reading this a 30 meg connection should net you at least 3.75 MB/sec download speeds.
»/pingtest/8446···/2970734
»/pingtest/2ba3···/2970407
»/pingtest/2424···/2970069 | |
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| | Pete AbelPremium
join:2008-01-15
Saint Louis, MO
kudos:8 | Re: more tests that fail.... I understand from local and regional managers that they've made some progress in addressing these issues? | |
| | | | I would like to take a moment to point out that MOST the lost packets and EXCESSIVE latency jumps are occurring at the last hop. This means your modem/router. I would be interested in seeing a ping plotter set to one of your game servers or a dns server you are currently using. | |
| | | Reviews:
·Suddenlink
| Re: more tests that fail.... Well Tuesday they left a modem the techs use to see what was going on. They told me they believed my modem may be the issue, note this is my 4th modem. Well the modem they left shouted the same problems as mine. Yesterday a tech put in a new drop from the street. Low and behold the issue has subsided. I still get lower than advertised speeds on downloads but the tech admitted that some of the other nodes in town are over sold. The house I used to live at was on one such node. He said they have bought the equipment to upgrade that now but have yet to install it.
I do find it rather poor that I have had to be instrumental in figuring out what is wrong. I cannot in good conscious suggest Suddenlink to anyone. Luckily I will be leaving this town for good soon.
My only suggestion to anyone having problems is push hard for a manager to call you. Afterward ask for a tech supervisor to go to your house with the techs. Get as much visibility to your problem as possible. With enough effort you will get someone working on your problem.
To Mr. Abel,
I understand why you are on a site like this offering assistance directly. It is a good thing, however I believe your time will be better spent upgrading your network. Upgrading the speed on over-utilized networks will only compound your problems. You can very easily have a great product and have much greater ratings. Please focus on your service, upgrading, and development the other issues with speed and satisfaction will improve with that effort.
Micah | |
| | | Reviews:
·Suddenlink
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first run of ping plotter |
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