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reply to Rick Dublin

Re: JetBroadband Traffic Caps

Japan has 100Mbit residential service.

reply to JetPrez8
So if JB acknowledges that the issue is on their end, why is it that when I call customer service, they tell me that there are no outages and that it must be a problem on my end and for me to talk half a day off work to stay home and wait for a tech to come? I'm not missing half a day at work to wait for a tech to come when they know damn well that the problem isnt on my end.

This makes the customer (me) very frustrated when we know better then your customer service reps.... and it makes it appear as though your employees don't know their ass from a hole in the ground.

...Just my two cents.

reply to Rick Dublin
It is on JBs end.If you are getting the correct speed in the am and nothing in the pm then its on there end.I just guess they cant handle everything they took over.Need to add something more servers?I did read they are moving into a new bigger building and add more staff.NEXT YEAR!!!Maybe we will see some better speeds then.I just cant beleive they charge this much and you dont get half the speed ...

reply to g33kygurl
I talked with them this morning, and they said that they need to upgrade their bandwidth capacity, but this upgrade will not occur until the end of December.

Pathetic, likely simply one more lie. Can't wait until I get my DSL in a few days.

reply to Rick Dublin
the problems continue. i envy those of you who can get DSL. I just found this post by googling for "jetbroadband sucks"! I'm in the Radford area and have had cable service from this provider for over 7 yrs, with cable modem service approx 5 yrs. charter had some problems about 2 yrs ago but finally got it straightened out. once JetBroadband took over it went all the Hell. if you're considering High Speed Cable access in the Radford area, run far far away from JetBroadband. I would, if I had any other viable high speed choice. I'm on my "backup" connection, Verizon wireless, it's slow but at least stable and better than dial up.

To make a long story short, we've been having terrible connection problems for over 4 months now. For 48 hrs i've been having between 35-75% packet loss. could not get in touch with customer support or tech support yesterday, have left phone and email messages, and as usual they have not been returned. I did get in touch with the Canadian tech support this morning, and as usual they proceeded to waste 20 minutes of my time and JetBroadband's long distance money
only to confirm that "yes there are problems in your area and we're working to resolve them as quickly as possible". BIG SURPRISE!

This packet loss makes the connection unusable to me. General web surfers might not notice it so much, but try to do anything requiring a stable connection such as using a VPN connection, remote desktop session, or download email via pop3 connection and you're dead in the water.

My patience has expired. This week i'm ordering satellite tv and trying to decide what to do for my internet connection. i will no longer pay $50/mo for a crap internet connection that i cannot use. Jetbroadband has failed in a serious way.

FYI for anybody else in the area serviced by NRV Unwired, I finally gave up on Jet entirely and dumped them a few weeks ago. My impression thus far of NRVU...

The good:
* I'm able to play games on Xbox Live for the first time in months!
* The guy who runs the operation is honest. He told me up-front that he can't guarantee 100% uptime and had even had a few-hour outage recently when an antenna froze over. He was also happy to answer my questions about how he handles traffic shaping -- I was glad to hear that he tries to prioritize online gaming traffic while giving a lower priority to P2P traffic.
* They did a very clean job on the install -- ran the cable from the antenna through my attic and into my bedroom closet, basically making the whole thing invisible. It sounds minor, but I had a cable installer once just punch a hole in the middle of my living room wall with a screwdriver, stick a cable through it, and say "here ya go".
* It's a hell of a lot more stable than Jetrubberband with not much if anything in the way of timeouts, dropped connections, etc.
* Speeds are good (not great, but what is in this area?) and I usually see downstream in the 2mbps range. The upload speeds are pretty tight too -- I just did a speed test and hit 2mbps up as well as down.
* $35/month makes it $5 less than what I was paying Jet.

The bad:
* The company is basically run by the one guy, so I do have some worries about whether they'll stay around for a while and be able to keep up with demand, but then there's no long-term contract or anything so it's not like it's any worse than life with Jet.
* Minor quibble, but they only take payment by check.
* VPN connection to my office seems to slow down occasionally, though it's entirely possible that's our VPN's fault rather than NRVU's.

Overall, it's a breath of fresh air after coming from Jet, but I'd still trade an arm, leg, and an organ or two for FIOS to come to the area. Or even just a not-sucktacular cable provider (I lived in Northern VA up until a few years and at the time got 10mb cable + 70-odd channels of TV for something like $50/month, *sigh*).

great to hear that about NRV Unwired. If I could get him to shoot a wireless feed over my way I'd be thrilled but i'm too far out for now. The fella that runs that show is a stand up guy and he's committed to providing quality service to his customers. his upstream provider in blacksburg is rock solid and has been around forever.

for now, Jet seems to have resolved the issues i've been having. i'm keeping my fingers crossed that it stays this way but won't hold my breath. the run-around that JB's customer service gave me throughout the ordeal was quite humorous but very frustrating.

reply to Rick Dublin
after a couple weeks of good service, i've now again had a non-usable Jetbroadband connection for 3 days straight. I am calling to cancel service tomorrow. this JetBroadband company is the biggest joke of an ISP i've ever seen. I've waited and waited for their "improvements" ad nauseum. I'm getting 65% packet loss now and all they can tell me is they're working on it to resolve the issue and there is no estimated completion date. i'll use a dialup connection if i have to (and that option gives me a migrane to even consider it) but no longer will i give my hard earned money to this company who does not care about its customers. JB is a mismanaged, incompetent company that will soon go belly up.

It's not just you. Even in Lebanon (Southwest VA), we've been experiencing the same deal problems, and for part of the time, we could actually load websites, as long as it was a google domain--strangest problem I've ever encountered.

I'm looking at Verizon DSL as an option myself, but when I called them to ask about it, they couldn't find my address in their system. Apparently the apartment building I live in doesn't really exist or has a street number other than the one on the outside of the building.

reply to Rick Dublin
What bothers me is that Jet Prez has not been on since 11/07. That IS troubling. I should extend our gratitude for him to come on here and help explain the transitions and problems. It must be hard to have to listen to all of our complaints. So, people, let's try and get him back here and help us out and stop slamming him and his company. I have had decent service for a while now. However, I do not download any games or music, so the cap doesn't affect me. I do agree that the cap is unreasonable and JetPrez has not addressed this issue.

So, JetPrez, please come back on here so we can talk more about our service and your commitment to the subscribers.

Mike

Thank you for expressing interest in my returning to this site to discuss JetBroadband HSD service. As you may have noticed, we continue to improve the speeds and reliability requirements of our network. I have not responded to this site for a litle while, as I have been completely dedicated to that work. We increased the QOS for our most popular service, Mach 2 to 3 meg download and launched Mach 3 in many areas, at 5 meg. We will continue increasing speeds periodically, as needed. We launched a 4th product to our commercial base, JetNet4-visit our website for details. The complaints we received were hard to listen to, knowing that we were investing heavily, in labor and capital, as the complaints were coming in. However, for some time now, we believe we are delivering on the promise. There is still work to be done-much of the cable plant we acquired, was & in some cases, still is in need of attention, but great strides have been made, with more forthcoming. The cap issue is a concern for ALL internet providers. If you happened to live in a node(by chance) where your neighbor consumed huge amounts of bandwidth, it would slow you down, we are not interested in capping, we are interested in ennforcing our AU policy-if a consumer chooses to consume more than the package they're in provides for, they should switch to a higher consumption package. If they exceed that package allowance, switch again. Many of these heavy consumers don't always know they are using that much bandwidth, many are gamers, many consume video-its not our concern, what is our concern is that a consumer pays for the bandwidth consumed, if it exceeds the package- just like your cellphone package.
Thanks for your support, thanks to you, we ARE building a better network.

The moment I recieve a bill charging me extra for 'exceeding my package allowance' I will call and cancel my account. Additionally, I will urge others to do the same.

I have put up with the horendous service and the inept customer support. I have stayed with Jet Broadband even though the experience has probably been worse then any other company I've ever dealt with, and in return, we get traffic caps.

reply to Rick Dublin
In case anybody wants to know, the caps are in effect. Apparently, I exceeded mine.

Jet Broadband has set it so all my TCP connections go through their transparent squid proxy. Basically, I can no longer use any program that TCP server (no IRC, no email clients, no IM, etc.), and worst of all, I can't use secure http (»), which prevents me from using Gmail, PayPal, Facebook, my bank's site, and quite a few other sites. They even forced some sites to redirect to 127.0.0.1, blocking my access. Also, every so often, they send me to »aup.jetbroadband.com.

I have had to tunnel my connection through my UDP VPN just to get things done. I will be calling Jet, and I will let you know how it goes.

THEIR CABLE SERVICE IN FOREST, VA IS HORRIBLE, TOO!!!!! THEY SAY THEY ARE WORKING ON GETTING ALL THE CHANNELS CLEAR AND OF DIGITAL QUALITY..... NOT HAPPENING HERE!!

reply to Godot752
Okay. As it turns out, they have a 60GB/month limit for my current plan. According to JetBroadband, I used 215GB in March. They had the limitations removed, and showed me where I can monitor my bandwidth usage. I really need to cut back...

reply to Rick Dublin
I don't know if its the same everywhere but it looks like the mach3 service gets you 100gb limit. That would probably be enough for my needs. Email and surfing adding security and software updates and for good measure throw in some youtube and xbboxlive and the everyonce-and-awhile linux iso. This won't last though as downloads increase JB will have to increase this limit accordingly. I wonder if i useless than maybe half of my allotted bandwith could i get a credit or discount on my bill. If JB is gonna count the gigs we should too. Currently their web site states for every 20gb over your limit you pay 15$. So let's turn the table and request 15$ credit for every 20gb under our limit. According to JB and other isp bandwith is money and if we use less than we pay for we should be getting some money back!