rickyb
join:2008-06-15
Minneapolis, MN
| 1.5 Mbps dropped to 512 kbps
I've had Embarq DSL for almost five years. I signed up with the when then finally offered 1.5 Mbps DSL in my area. Worked really well for first two years then one day my speeds dropped to 400-500 kbps; 70% drop in download speed. They kept telling me it was this, that, blah, blah, blah... and that I never qualified for 1.5 Mbps, that my line was only designed for the 768 k service.
I persisted and insisted that I needed an explanation as to HOW I could be on a 1.5 M service for TWO YEARS (speeds confirmed by me and one of their techs at my house prior to the slow down) but now only qualified for half that speed?
Turned out that I was one of their first customers on the high speed DSL and as more customers came on board, the equipment in the Central Office could not handle the load. It took several calls and six weeks of waiting for equipment upgrades to be back to 1.5 Mbps.
A year ago, my speed dropped again. Customer support wanted to send a tech out to my house. I explained the situation that had happened a year earlier and that I wanted the Central Office checked first. 24 hours later, I was "magically" back up to my 1.5 M service.
Last Monday (June 16, 2008), it happened yet again (third time is not a charm). Right now, I'm waiting to hear back from a support tech on an escalation order they put out to the Central Office to test my line speed. Meanwhile, the computers in their business office are saying that now, I only qualify for 512 k.
The only thing that has helped me to push the issues through with them is that I formerly worked for Qwest Communications and that I understand all of the requirements for DSL. In my opinion, this is not a well managed company. |
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dude34221
join:2002-06-13
Galena, OH | ask a tech here to check your medr |
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rickyb
join:2008-06-15
Minneapolis, MN | Thanks, Dude. The escalation that I'm refering to that I'm waiting to hear back on is for a meter test on my line of service in the Central Office. Hopefully, they get it right. |
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ozar
Premium
join:2008-04-13
USA
 ·Embarq
| reply to rickyb
Hi, rickyb
I'm just curious about something... does Embarq reduce the amount they are charging you when they tell you that you don't qualify for 1.5 Mbps service, or do they simply keep on charging for a level of service that you don't qualify for?
Hope you don't mind me asking.
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oz |
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theDUDE
vote with your wallet
join:2008-05-10
Wytheville, VA | reply to rickyb
i read a similar post, but the guy said they oversold in his area and did nothing about the infrastructure. |
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rickyb
join:2008-06-15
Minneapolis, MN
| reply to rickyb
I tend to be on top of my access speeds, so as soon as I discovered the problem, I contacted customer service. They did immediately reduce my rate (from $30 to $20 per month) upon seeing the problem and said they would not raise the rate back up until resolved. Of course going from 1.5 M down to 512 k is a drop of 2/3rds so in my opinion a drop in rate of 2/3rd would have been more acceptable (that would take it down to $10 per month until they fixed it). |
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theDUDE
vote with your wallet
join:2008-05-10
Wytheville, VA | reply to rickyb
luckily you still have some internets! and who knows when they fix the problem you might see faster speeds. |
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embarq_cesar
join:2007-12-19
Carlisle, PA
| reply to rickyb
Hello Rickyb
This is Cesar from Embarq Online Support.
If you don't hear anything from The escalation you are awaiting regarding a MEDR test on your line of service in the Central Office, please let me know and i will be happy to help you out.
However if they provide the answer for you then that is what we have to go by.
Thanks |
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rickyb
join:2008-06-15
Minneapolis, MN
| Thanks for offering to help, Cesar. I made a third attempt to get resolved yesterday. Tech was able to get in touch with Central Office directly to test the line and found that I did still qualify for 1.5 Mbps. They said it would take effect over night. This morning, I ran the ftp test files and reach downloads of about 180 KBps (1.44 Mbps). Much better. |
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ozar
Premium
join:2008-04-13
USA
·Embarq
| reply to rickyb
Howdy, rickyb 
Just wanted you to know that you aren't alone with the speed fluctuations. My 10 Mbps downloads account dropped all the way down to "246 Kbps" earlier today, according to the dlsreports.com speed test. The speed issues happen frequently, but that's a huge drop!
Hope yours continues to be reliable this time. Best of luck with it.
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oz |
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