rjtchris
|  reply to Vegaroad
Re: Slow speeds - In level 4 limbo
There is hope, but perhaps not complete satisfaction. Long story short, my DL speed between 4:00 pm and midnight was 1/7 the speed I had for several years. Customer support was useless. Filed a BBB complaint. Received a call from Executive Customer Care in the office of the president. Customer care rep tied in a tech guy located in Florida. They tried to give me the standard line about traffic and speeds not guaranteed. I refused to listened, insisted on the step function nature of the speed change and that the speeds I got were ½ the FCC definition of broadband. I’m paying for broadband service but was not receiving broadband speeds. I was told the traffic on my satellite (SM5) was not an issue so the throttling of the speed must be at the NOC.
They wanted to send a HW7000 modem to replace my DW7000 modem and send someone to repoint my dish. I refused this even though the modem and repoint would have cost me nothing because they wanted me to commit to another 15 or 18 months of service. They gave me a 1 month credit on my bill, upgraded me to the Pro plan at the Home plan price for 3 months and moved me to a different location (whatever that means I don’t know). Was told that different location could affect speed.
Result, from 4:00 to midnight my DL speeds are between 700 and 900. I will accept this for now but in the meantime I am looking into a switch to Verizon wireless Broadband Access which I just learned was in my area.
FILE A BBB COMPLAINT SND THEN HOLD YOUR GROUND!!!!!! |
