US Cable Support > RCN > [Speed] Chicago... Issues

[Speed] Chicago... Issues

Hi Patrick..I moved you into a new thread as the one you'd posted to was over a month old.

I'm sure we can get you some assistance here

reply to patrone
I live in chicago, i wasn't even getting 1 meg down last night.

Have a friend that lives a few blocks away, she has the 20 meg plan, and i haven't seen it go above 5 meg in weeks. Hers is usually below 3 meg, and often falls below 1.

chicago, or maybe rcn in general, definitely appears to have some backend issues going on.

hopefully someone at rcn will figure it out soon

Having had several conversations with RCN's local office, I seriously doubt that a resolution will be coming anytime soon. The last response that I got from their local office, is that there are no issues with the network in Chicago. Hopefully someone with RCN in this forum can provide some much needed perspective, since this issue has been going on since early November and doesnt appear to be any closer to a resolution.

reply to patrone
chicago, speedtest to rcn server, middle of the day.
2.5 meg down.

bleh.

reply to patrone
Still waiting for assistance.

New speed test at 10:37pm on 1/13/09.

Download #1
------------------------------------------------------------------
File size transferred : 3.02 MB (3167484 bytes)
Total time taken : 23.98 seconds (23983 milliseconds)
Throughput : 132.0 KB/sec [Kilobyte-per-second]
= 0.13 MB/sec [Megabyte-per-second]
= 1056.0 Kbps [Kilobit-per-second]
= 1.06 Mbps [Megabit-per-second]

Your Modem Mac 00:00:39:84:54:50
Your IP 207.229.xxx.xxx
Forward Frequency 735000000
Return Frequency 33008000
Forward Modulation qam256(4)
Modem TX Power 49.1 dBmV
Foward Signal to Noise 33.7 dB
Downstream Ratelimit 5300000
Forward Power Level 4.9 dBmV
Upstream Ratelimit 400000

I pay for 5mb down. If this persists I will need to look at Comcast. I am very disappointed - I hate Comcast. I avoid them with DirectTV and RCN Cable Internet. Despite how much I hate Comcast, I'll need to consider them if this isn't fixed. A constant download speed is more important.

Patrick

I contacted RCN's executive customer support team regarding this issue. I spoke with a very nice woman named Alice who agreed to speak with the local office about this issue. She promised to get back to me by Friday. I will update this forum on Friday with the details of our call.

If you would like to reach RCN Executive Customer Service here is the information - compliments of The Consumerist.

703-434-8200 ext 3

Patrick

reply to patrone
oh good, i look forward to checking back friday to see if she actually contacts you, and what she has to say.

10:30pm, 30 meg speedtest, 2.28 Mbps down.

reply to patrone
I spoke with Alice again this afternoon. I did not receive a call from her, I called her back. Granted, she told me she would call back on Friday and I called her Friday early afternoon - maybe she didn't have a chance to call me back before I called her. I'll give her the benefit of the doubt

Regardless, she reported that several people in my area had experienced the same problems. The problem was traced back to a node that was sending signals at "too high of a level." She didn't get too technical - so I'm not sure if that was the actual problem or not.

She said that a crew fixed the problem last night. I will do a few speed tests this evening and during the weekend. I will report my findings here. Has anyone noticed better and more consistent speeds today?

Patrick

It's kinda good you have some continuity - speaking to the same person eliminates the need to repeat oneself.

Please let us know how it works out for you

reply to patrone
Patrick, which area of Chicago are you in? I ran a few test last night and didnt notice anything different. I have been working with Stan in the local office for resolution. Im in the Edgewater area near Broadway and Hollywood. I'll have to run a few test when I get in tonight and see if there is any difference.

reply to patrone
The executive customer service line I provided in an earlier post leads to a specific office with only 3 support reps. It may take a few minutes on hold to reach them - but it's definitely worth the wait. Exchanges with them are like talking to a normal person - not "please give me your phone number, area code first." or "well sir, are you connected directly to the modem or do you use a router." (that question isn't so bad - but it's the first question any technical support/customer service rep at RCN will ask if you mention speed issues.

@awbishop
I live right next to Wrigley field on Patterson and Clark. Have you tried calling the executive support number I gave earlier? Their first response is going to be to "send a tech" to your location. Resist accepting this offer - since they only come out during business hours it isn't likely they'll be able to diagnose your problem on site. Instead, ask them to monitor your line for 24-48 hours. Run several speed tests during that time - post them here. After 2 days, call back and ask for the same rep you spoke with the first time - like lilhurricane said, continuity is key! It might even be Alice! Make sure to tell her I said hello

When you stick with the same rep, you have much more leverage in the phone conversation because you can expect them to remember your previous conversations. If it isn't fixed the first time, ask the rep (be kind and polite - these people make next to nothing and deal with assholes all day long) what they suggest for the next course of action. Follow it to the letter. Continue down this path until one of two things happen - A) they fix the problem or B) they admit that they can't fix the problem. If it's A, you should be pretty happy and set to go! If it's B - at least you know that this is the service limitations of the company. If you need more, you'll need to move to a different company. I really hope you have another option. Don't get me started on the lack of competition and the monopolies that exist in broadband right now - it's ridiculous - the FCC has definitely dropped the ball.

Let me know how it goes for you. Check back for my speed postings during peek hours. To be continued....

reply to patrone
Well, I'm right near you, and I've been having problems for months with speed (Sheridan & Dakin). Not sure if our nodes would be near each other or even the same, but last night for the first time in a long time during peak hours I was getting around 10Mbps. Checked right now and I'm at 8.25Mbps. I'll check throughout the weekend as well! **fingers crossed**

reply to patrone
Well Im home now and ran a speedtest and pinged the speed server and even though it appears a tad better, its still not where it should be. I have had the 20M/2M service since Nov. 4 '06 and the speedtest for 2 solid years was 20M/1.7M, but hasnt been consistent since then. I will say that I was frustrated with the local office's lack of response until I message Mr. Nealis. Within 20 minutes I got a call from the person that they had been promising me a call from. Ultimately he is the guy that would resolve the problem, and the communication since this has atleast been more forthcoming about their progress. Stan told me late last night that I could require them to reset a piece of gear that would require management approval and that wouldnt happen until the Monday/Tuesday timeframe. So, I am not so patiently waiting for that to happen to see if it resolves this issue. Atleast they are now acknowledging that there is an issue and working to address, even though I first called them on November 5, 08.

reply to patrone
Speed test check #1 - 1/18/09 @ 8:40pm CST w/ RCN 5Mb down.

------------------------------------------------------------------
File size transferred : 3.02 MB (3167484 bytes)
Total time taken : 5.81 seconds (5810 milliseconds)
Throughput : 545.0 KB/sec [Kilobyte-per-second]
= 0.55 MB/sec [Megabyte-per-second]
= 4360.0 Kbps [Kilobit-per-second]
= 4.36 Mbps [Megabit-per-second]

So far, so good. I think tomorrow evening 7pm-10pm and Tuesday (because Monday is a holiday) will be very telling. Cross your fingers

reply to patrone
Ok - so last night at around 11:30pm CST my speed dropped to 1Mbps again. I'm not sure if thats confirmation that the issue hasn't been fixed. I don't think I'd consider 11:30pm a peek usage time.

I will check again this evening.

Patrick

reply to patrone
GRRR...all day I've been at less than 1 Meg/sec. This is very frustrating.

Your Modem Mac 00:1c:ea:c0:e6:94
Your IP 216.80.XXX.XXX
Forward Frequency 735000000
Return Frequency 33000000
Forward Modulation qam256(4)
Modem TX Power 38.5 dBmV
Foward Signal to Noise 37.6 dB
Downstream Ratelimit 11000000
Forward Power Level 10.3 dBmV
Upstream Ratelimit 800000

Download #1
------------------------------------------------------------------
File size transferred : 3.02 MB (3167484 bytes)
Total time taken : 30.84 seconds (30840 milliseconds)
Throughput : 102.0 KB/sec [Kilobyte-per-second]
= 0.1 MB/sec [Megabyte-per-second]
= 816.0 Kbps [Kilobit-per-second]
= 0.82 Mbps [Megabit-per-second]

Yep, same here -- my speed is around 1.2Mbps, whereas usually it's around 5Mbps. No packet loss, though packet round trip times are a bit high.

reply to patrone
At 5:45AM all seems well (at least until the rest of the world wakes up)

Download #1
------------------------------------------------------------------
File size transferred : 29.5 MB (30937448 bytes)
Total time taken : 25.15 seconds (25150 milliseconds)
Throughput : 1230.0 KB/sec [Kilobyte-per-second]
= 1.23 MB/sec [Megabyte-per-second]
= 9840.0 Kbps [Kilobit-per-second]
= 9.84 Mbps [Megabit-per-second]

Your Modem Mac 00:1c:ea:c0:e6:94
Your IP 216.80.XXX.XXX
Forward Frequency 735000000
Return Frequency 33000000
Forward Modulation qam256(4)
Modem TX Power 38.5 dBmV
Foward Signal to Noise 37.6 dB
Downstream Ratelimit 11000000
Forward Power Level 10.7 dBmV
Upstream Ratelimit 800000

Hi all,

I live in the Chicago Lakeview neighborhood (Irving Park and Lake Shore) and since last Saturday (Januray 24, 2009) my traceroutes are horrific with packet loss and snow ping times. However most of my problem is packet loss. I'm unable to use the internet at this point and the problem that I'm maddest about is that I'm getting a busy signal attempting to call tech support.

The doorman and others in my building are all having the same problems. Anyone have insight to this? It seems RCN customers all over are having this problem.

Thanks!