i decided to stop counting at 120 minutes logged on the phone with suddenlink's tech support; so please understand that i've tried to get this resolved.
I live in leesville, Louisiana, suddenlink communications is my ISP. I pay roughly $43 per month for 3000/whatever they want to give me upstream.
However, almost without fail, every day between the hours of 5PM and midnight local time i have every type of connection issue possible: High latency, low speeds, ping timeouts, not getting an ip address, DNS resolution errors, so on and so forth. I've had this service since august 29th, and have been having problems since day one. Here's the run down that I've been privy to from their tech support and on-site technicians.
first call, they send two guys whom I've dubbed Mario and Luigi. they come in my house, spend less than 2 minutes at my computer, say "we need to call someone out to balance the LE, should be fixed today" That is a direct quote from these service professionals. this was back in mid-September.
Second service call: Oh the line to your house from the pole is broken. Replaced it. "you're getting 29dbmv, you should be getting 40dbmv, I'm gonna go balance the LE at the node and see what happens" 25 minutes later, same tech comes back (i believe his name is james) saying "the node is already padded to 13, it can't be padded anymore, i am gonna call them to come out and check the line for leaks and pad the line" once again, direct quote from the service professional. this was 2 weeks ago. (you'll note suddenlink was reluctant to send a service technician out for a month and a half)
Third service call: no response/no show (problem still not fixed). I called and asked for a reschedule. James calls me the next morning saying that, "they didn't have a chance to get out there yesterday and fix the line, they're going out today. Call us back tomorrow if there's still an issue tonight"
Fourth service call: no show
Fifth service call: no show (was told that a tech would be at my house by MIDNIGHT to check into the late night issues, as suddenlink only operates field techs from 8 to 5 during the day)
At this juncture i am PISSED. i call a team lead at suddenlink every night at this point because of crappy service. I have to explain this to every person that i talk to. I was finally assured that the problem was NOT on my end of the deal (IE not CUSTOMER'S EQUIPMENT), and that i should hear from a supervisor of the field team the next day.
Sixth service call: Supervisor contacts me by phone, saying that he's working on the issue.
Seventh service call: 2 gentlemen arrive at my house saying that the line was fixed. they immediately run a speed test, see everything is running "as it should be". I point out that my latency is abysmal, they say that it isn't on their end (AKA DEAL WITH IT BUCKAROO!)
A note on my latency issues: During the day (as in like right now: avg 28 ms, 2% loss (although this might include the downtime from this morning)) Generally sits about at 23-30ms avg ping UNTIL AFTER 5PM. then my average pings were up to 600ms. After the first round of "we're padding the lines" the latency has come down to ~150ms average. I think last nights was 90ms. that's still a threefold suck factor over what i get during the day.
what am i on, eighth service call: sent james back out to the house. he walks in, says they put a trace on my line for the past two days and that everything has been fine, and that world of warcraft was causing my internet connectivity problems, and furthermore, that suddenlink does not support gaming on their connections. here's the funny part... we weren't on WOW last night. cause the latency was ABYSMAL. 5 AM this morning the entire connection went down, no warning, no reason. I woke up and talked to one of the rudest tech support agents I've ever spoken to at suddenlink (and there have been enough to start ranking them in tiers of rudeness), her name was Theresa. I recommend not talking to her, if she ever picks up your call.
Now since there were dns errors this weekend i was using verizon's DNS servers for a majority of it (and still am, i believe); but that's just icing on the cake, really.
So here's this typed out, just the service calls that resulted in someone coming to my house. this doesn't include the dozens of phone calls i made to find out why my service was still broken during the past 3 weeks after they assured me it was fixed, the calls i made to find out why a tech never contacted me, the calls i placed to say 'nope, not fixed yet'
To anyone who is going to ask:
My home network is MODEM -> USB cable to LAPTOP COMPUTER; Laptop via 100mb to a 100mb switch, switch to 4 other machines. Laptop has the same connection problems as the rest of the network. I've used a belkin router, and a linksys router at various times the past 2 months attempting to see any change. i even updated the firmware in the router (which surprisingly enough didn't cause more issues as i had read and feared from reading about on the internet). I *WOULD* try using IPCOP, but suddenlink very specifically restricts you (meaning it's a no no) from using SQUID and DNS servers on your home network. no explanation as to why, just "can't do it, we can terminates your accounts lol"
so i guess IPCop is out. :-(
all main machines are running peer guardian, Avast! AV, windows firewall (on the laptop), and are completely 100% up to date with windows update. All cables check out (as in they show proper links, and ping times to all machines in the network are 100% 1ms 100% of the time)
I've been using broadband since 1998/1999, and I'm a network technician and engineer, and i know when the problem is on my end. The problem is not on my end. i'll repeat that. THE PROBLEM IS NOT ON MY END.
that's my test history from just this site. Suddenlink wants you to use speedtest.net; however speeds there are generally worse than BBR's test servers. I said generally, so it has some variation. I had around 35 tests on speedtest.net, and of those, only 4 were even close to the speeds i was paying for, and all of them were over 80ms ping to a test server in east Texas. I was getting better pings to Los Angeles, honestly.
that about wraps it up for now. i typed this here, and i am going to email it to a supervisor over at suddenlink today.
thanks for your time!