ron41
join:2006-03-22
Nashville, GA
edit:
May 10th, @07:30PM
|  [Troubles] Frustrated with Tech Support
stats |
A little history: I moved to an Alltel area almost 3 years ago and got 3 Mbps DSL. Since day 1 it was unreliable with pings at 800-900ms and speeds as low as 25kbps. It got better, but it was still bad. After rounds of phone calls, I gave up.
ADSL2+ is in the area now, and since they started that my connected is actually stable. Thats great, but I would like to have a faster speed. Everyone on my street used to only be able to get 3Mbps MAX. Now with ADSL2 the people that live around me qualify for 6Mbps. The guy two doors down can get 12Mbps.
Despite the upgrade, I was still listed as ONLY being able to get 3Mbps. I know there are alot of variables in DSL but my stats are great and are actually better than my neighbor. Not being qualified for above 3Mbps confused me, so I made the dreaded call to tech support. They said they would send someone out to my house to test the line to make sure it can happen. That was on Monday, they asked me to wait until today to call about the results.
I called today and from what I could make out they told me I could not qualify. I asked them why no one actually came to my house, they said they tested it from the CO.
If they would have come to my home they would have qualified me. I asked the lady if they could submit the test again but make them come to my house and she said No.
I called two more times and got the same thing from those to tech support people. I also could not get transferred to level two support.
Here is my question... What else can I do to get someone to test my line?
I've attached my stats on my 3Mbps connection. Its connected with adsl2+.
Thank you ahead of time... On a side note, I've searched other posts for the same problems and I seem to be having more trouble than most with this.
Thanks again,
Ron |
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AZinOH
join:2007-04-25
Swanton, OH | Re: [Troubles] Frustrated with Tech Support and Local Techs...
I guess the thing I would ask is..why are they unwilling to roll a truck when what you are trying to do is give them more money? If they actually came and then said no...you can't get it then I'd understand. |
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xxTRAGEDYxx
join:2008-03-14
Kannapolis, NC
edit:
May 10th, @06:29PM
| reply to ron41
hey bro, do you know how far you are from your CO or RT??? |
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ron41
join:2006-03-22
Nashville, GA
| reply to ron41
If I drove to the CO it would be 1.6 miles. Its less as the crow flies. I wouldn't be questioning them if my neighbors weren't eligible for 6 and two doors down for 12Mbps.
I wondered the same thing, why wouldn't they want to drive out to my house when All it will do is give them a chance to make more money. |
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shadowfax
Premium
join:2007-01-06
Lexington, KY
 ·Windstream
| reply to ron41
With attenuation of 24.5 you are less than 6000 ft from the dslam, you are qualified for 6, or 12 meg. The problem is right now our (WS) records are woefully inept. The reason the business office says you are not qualified is because the loop qualification tool they use is not accurate due to bad records. We local techs love to refer customers for new or upgraded service,(cash rewards), find a local guy, tell them youre home number and address so he can confirm the service, and let the local guy take care of everything. |
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ron41
join:2006-03-22
Nashville, GA
| reply to ron41
Thanks for the info Shadowfax. To find a local guy I would have to find one on the street, am I right? I couldn't just knock on the door at the CO and state my case, could I?
Who has the ability to force qualify me besides a local tech? Level 2 tech support? I feel like if they knew my SNR an ATT they would do it. Level 1 tech didn't say anything when I mentioned SNR and ATT. |
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xxTRAGEDYxx
join:2008-03-14
Kannapolis, NC
·Windstream
 ·RoadRunner Cable
| reply to ron41
said by ron41  :If I drove to the CO it would be 1.6 miles. Its less as the crow flies. I wouldn't be questioning them if my neighbors weren't eligible for 6 and two doors down for 12Mbps. I wondered the same thing, why wouldn't they want to drive out to my house when All it will do is give them a chance to make more money. Shadow beat me to it, but the other day a WS tech was out to my house, and I saw his chart. 6000ft or less(they want less) to get the 6meg or 12meg. So, you should be in good shape.
I live 8000ft from the CO and I have 6000Mbps/768Kbps. I was told the elimination of 2 bridge taps allowed me to get what I do now, and that if I upgraded, I wouldn't get the full speed, but it would improve.
You'd have to ask Shadow, as he knows more than I: but maybe just order the 6meg, and see what happens.. |
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ron41
join:2006-03-22
Nashville, GA
edit:
May 10th, @07:37PM
| said by xxTRAGEDYxx :Shadow beat me to it, but the other day a WS tech was out to my house, and I saw his chart. 6000ft or less(they want less) to get the 6meg or 12meg. So, you should be in good shape. I live 8000ft from the CO and I have 6000Mbps/768Kbps. I was told the elimination of 2 bridge taps allowed me to get what I do now, and that if I upgraded, I wouldn't get the full speed, but it would improve. You'd have to ask Shadow, as he knows more than I: but maybe just order the 6meg, and see what happens.. Are your speeds okay even though you are 8000ft away?
How can you order 6 or 12 if you aren't qualified? I tried to sweet talk the sales line into it and they sent me to tech support.
Is there a better department to talk to besides tech support and residential broadband sales?
Thanks |
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xxTRAGEDYxx
join:2008-03-14
Kannapolis, NC
·Windstream
·RoadRunner Cable
edit:
May 10th, @08:42PM
| reply to ron41
Re: [Troubles] Frustrated with Tech Support
yeah, my speeds are pretty good & consistent!! I max out around 6200Mbps downstream. And max out at 653Kbps upstream. That upstream is what I'm most concerned with, and that's better than I can get w/ TWC.. And I don't belive you aren't qualified. 1-866-990-3282. I know thats here in the states. It just might be for dedicated(static IP's)
But with you being 1.6 miles, you "should" be able to get it, but who knows how it's routed. Shadow is more knowledgeable on this than I. But call that number and see what you can't get worked out.
edit: i saw you said with ATT of 24.5 he's under 6000ft. I think last time I looked at mine it was 23. Maybe the tech that came out was wrong?? |
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JoshC1
join:2007-09-25
Sanford, NC
edit:
May 10th, @10:00PM
| reply to ron41
AH, I don't mean to hijack this thread, but you may not be able to get 6 or 12 due to them not upgrading your area. I'm not sure if that's the case because you say you are connected via adsl2+, but it is in my neighborhood. My snr is 31.0 and atten. is 16.5, YET I STILL CAN'T EVEN GET 6.0! sorry about the caps, I'm just frustrated because I've got GREAT stats, yet I still can't get either 6 or 12 =( |
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xxTRAGEDYxx
join:2008-03-14
Kannapolis, NC
·Windstream
·RoadRunner Cable
| reply to ron41
Re: [Troubles] Frustrated with Tech Support and Local Techs...
said by ron41 :said by xxTRAGEDYxx :Shadow beat me to it, but the other day a WS tech was out to my house, and I saw his chart. 6000ft or less(they want less) to get the 6meg or 12meg. So, you should be in good shape. I live 8000ft from the CO and I have 6000Mbps/768Kbps. I was told the elimination of 2 bridge taps allowed me to get what I do now, and that if I upgraded, I wouldn't get the full speed, but it would improve. You'd have to ask Shadow, as he knows more than I: but maybe just order the 6meg, and see what happens.. Are your speeds okay even though you are 8000ft away? How can you order 6 or 12 if you aren't qualified? I tried to sweet talk the sales line into it and they sent me to tech support. Is there a better department to talk to besides tech support and residential broadband sales? Thanks 
the speeds are pretty consistent, I'm happy..except with that ping. but it's always high to g-boro. if i go to atlanta it's around 50ms. and on trace routes 1st hop is 2ms everytime |
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GVG
join:2006-09-19
Charlotte, NC
edit:
May 11th, @07:59AM
| Thats interesting, I am in Matthews and my ping to Greensboro is only around 90. To Atlanta I get 56. Another odd thing is the distance. For me it says 100 miles to Greensboro, and only 50 for you, yet we live 15 miles apart.
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xxTRAGEDYxx
join:2008-03-14
Kannapolis, NC
·Windstream
·RoadRunner Cable
| yeah i know right!!! lol, we had to get out of charlotte! we just had another baby, so that speaks for itself. but yeah bro, i ALWAYS ping very high to g-boro..i dunno why!! atlanta is 40-50(usually around 50). but usually when i go to tenneese it's lower than atlanta!! go figure |
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AZinOH
join:2007-04-25
Swanton, OH | Speedtest.net isn't the greatest when it comes to pings. Try doing a ping from the command prompt (if Windows), or download ping plotter »www.pingplotter.com/freeware.html |
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shadowfax
Premium
join:2007-01-06
Lexington, KY
·Windstream
| reply to ron41
said by ron41 :Thanks for the info Shadowfax. To find a local guy I would have to find one on the street, am I right? I couldn't just knock on the door at the CO and state my case, could I? Who has the ability to force qualify me besides a local tech? Level 2 tech support? I feel like if they knew my SNR an ATT they would do it. Level 1 tech didn't say anything when I mentioned SNR and ATT. Thats because WIPRO in India cant tell there rear ends from a hole in the ground ! Call the business office and ask for a local manager to contact you, knock on the door of a local office, wave them down when you see them driving around, I see that stuff all the time. |
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WS_
@comcast.net
| reply to ron41
Re: [Troubles] Frustrated with Tech Support
6Mb and above is only offered on DS3 fed DSLAMs. If you happen to be getting service out of an IMA (bundle of T1s) fed DSLAM you cannot get 6Mb. This may be why you are not qualifying. No one will need to come to your house or test your line to determine this. |
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ron41
join:2006-03-22
Nashville, GA
| reply to ron41
said by WS_ :
6Mb and above is only offered on DS3 fed DSLAMs. If you happen to be getting service out of an IMA (bundle of T1s) fed DSLAM you cannot get 6Mb. This may be why you are not qualifying. No one will need to come to your house or test your line to determine this.
Agreed, however, my entire street is connected at the CO. My neighbors can get 6 mbps two doors down can get 12. My street has to be on more than a few T1's There are remote DSLAMS, but they are on the other side of town.
When I first got Windstream I was told my whole town was on multiple T1's. They have done some upgrades since then I know.
I guess the bottom line is I HAVE to stalk the techs here and talk to them.  |
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shadowfax
Premium
join:2007-01-06
Lexington, KY
·Windstream
| Another thought, you may have multiple dslams at youre RT. An older dslam with multiple t'1 feed cannot support 6, or 12 meg,you may be working on the older system, that is why you dont qualify. But, If there is a newer calix dslam located at the same RT, that is why youre neighbors have 6, or 12 meg service. SO, find a local tech to confirm this, and have them sighn you up ! |
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ron41
join:2006-03-22
Nashville, GA
edit:
May 12th, @03:25PM
| reply to ron41
Well, found a Windstream van at a hardware store so I went in and there was no one to be found.
I decided to knock on the CO door. The man that answered seemed unhappy to see me, but a tech that arrived halfway into the conversation seemed more friendly. The man that answered the door was obviously a manager.
I told him my story, he said he would call me later and they were working on the DSL at the courthouse and that they take priority since they may lots of $. I said ok...
He said he would test my line, so hopefully they will do more than what they were supposed to so the first time. I let him know my SNR at ATT, he said I wouldn't be able to get 12 maybe 6.
SO now I play the waiting game. All in all they didn't seem as happy to help me out as I thought. I happened to drive my company car up there, maybe they are not too fond of the Geek Squad...  I'll post as soon as they call and let you know what happened. |
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GVG
join:2006-09-19
Charlotte, NC | Your SNR and ATT are way better than mine and I get 12mb. My SNR is 12 and my ATT is 26. |
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