tt0ne
join:2008-07-13
Redlands, CA
| reply to tt0ne
Re: DSLXtreme Experience So Far
The ticket that was opened last has been kept open and I got a call from Chris at DSLExtreme (he's been great by the way!) and he's opened up another ticket with Verizon to send someone here - but it'll probably be Monday before that can happen.
Hopefully between Dan and Chris - it'll get resolved.
- Marco |
|
tt0ne
join:2008-07-13
Redlands, CA
| reply to tt0ne
Ok, quick update.
It's Monday and the line still has a serious signal degradation causing all sorts of drop outs, ping spikes, etc. - so nothing to report on that.
Chris from DSLExtreme is the tech guy who has been assigned my ticket - that guy is awesome - there is no doubt in my mind he is doing everything he can at DSLExtreme's end to solve my problem. Verizon may just have to replace the copper bundle to stop Chris from bothering them.
At my end, I do have some more information to report. I saw a Verizon guy working at the same spot that Dan and George and the other Verizon guy who came were working at when they came for my problem. I see my neighbor directly across from me talking to him. So I go out and "investigate" and it turns out my neighbor has DSL through Verizon and this is the third time he has had them out to fix "line noise" (he also has voice service AND DSL). He said his internet is very problematic.
I also talked to Dan from Verizon (earlier in the thread if you want to know who he is) and he said he's going to talk to another supervisor today.
Verizon told Chris/DSLExtreme that they can't come out until the 26th :-( Chris said he'll call them everyday to see if they can't come out earlier.
So, that's where we are at.
- Marco |
|
vvilliamm
join:2009-03-10
New York, NY
| reply to tt0ne
sigh i really feel it for you man 0.0 i hope things turn out great =] cause for me ill b moving up to 1405 park avenue ny ny 10029 and it doesn't even get recognized by Verizon as an address. 0.0 so i guess i live in a middle of no where lol. right now im happy i have a 7.1mbps plan around 45 a month with verizon my real speed is probably 6.0 =/ |
|
tt0ne
join:2008-07-13
Redlands, CA | reply to tt0ne
Hi VV,
Well, tomorrow I hope they have it fixed for me or I'm not sure what else to do. Good luck with your move, bro!
- Marco |
|
tt0ne
join:2008-07-13
Redlands, CA
| reply to tt0ne
It's 12:44 PM and I just watched the Verizon tech guy (I didn't recognize him) go to the same place all the tech guys before him have gone. This time he didn't come to my door or let me know he was here...
Once he is done, I'll post my signal levels.
- Marco |
|
tt0ne
join:2008-07-13
Redlands, CA
1 edit | reply to tt0ne
Ok, I have good news and bad news.
Here is the good news:
SNR Margin (dB): 12.4 10.0
Attenuation (dB): 54.0 31.5
Output Power (dBm): 19.6 11.9
Attainable Rate (Kbps): 5376 780
Rate (Kbps): 3360 672
The bad news is:
I've watched it stay like that for up to 20 minutes and then erratically fall as a far as 4. The upstream, as usual, stays pretty solid.
I can honestly say I've done my very best and because my work relies on internet connectivity - I can't see repeating this process over and over again.
First off, I don't blame DSLExtreme for any of this. This is NOT their fault - and they're customer service is AWESOME. Nothing more can be expected from them. The verizon tech guys, for the most part - have been great, too - but no one can make Verizon corporate replace the copper bundle outside my house.
The next step for me is to cancel my dry loop. As the moderators can probably already tell, I've been on Road Runner for the last few days (this was not my primary choice - it's my ONLY other choice where I live) - I needed connectivity during all of this troubleshooting - remember - I ordered way back on the 19th of last month - so knowing that I wouldn't see another technician until the 26th of this month and knowing there was a good chance it would be a repeatable problem - I ordered Road Runner...
The next step for me (and for this running experience) is to experience the cancellation steps.
I have two modems that must be sent back to DSLExtreme. Also, how do I cancel my dry loop without having to pay a cancellation charge? Who should I talk to, phone, etc.?
Once again, for anyone reading this thread in the future, DSLExtreme has done everything they possibly could to help me - the guys on this forum, Chris, etc. - they have been stellar. But, no one can make Verizon replace their copper bundle outside and it's a known problem with Verizon - even the techs have admitted it.
If someone could now just direct me to the right people to make sure I don't pay any cacellation fees, etc. I'd like to bring this thread to an end.
- Marco
PS: I also want to say that if you live in Redlands, CA area and you can get DSL and a stable loop - my opinion is you should still get DSLExtreme for the price - because as I knew in advance, the latency on the Road Runner service is horrible and the speeds are completely erratic. My only issue that makes it acceptable is that at least I stay connected - which for all my remote administration work - makes it tolerable. |
|
CCarson
join:2001-07-22
Redlands, CA
1 edit | Best of luck and bon voyage.... |
|
tt0ne
join:2008-07-13
Redlands, CA
| reply to tt0ne
CCarson,
My neighbor came over yesterday and asked if they fixed my line. I told him that it was good and bad depending on the time of day and he said that Verizon came and fixed his line the day before (I don't remember seeing anyone out there, but I wasn't looking either) and that it has been good.
It almost makes me want to keep trying... I also asked my neighbor if he was checking his internet during different times of the day and he said "that when he has gone to use it it has been good - but his voice service no longer has static" (I get the impression he was more concerned about voice)...
So I don't know...
Any advice from others? Should I continue to try and get a good stable loop or should I just go with Road Runner?
Maybe I should just have both. Lol.
- Marco |
|
tt0ne
join:2008-07-13
Redlands, CA
| reply to tt0ne
The other thing I'm concerned about is the fact that I've never been able to sync at 768 on the upstream. I realize we are talking about a few extra K - but when doing the big uploads remotely like I have to do from time to time - that's very important to me and can cut down drastically the time it takes.
- Marco |
|
tt0ne
join:2008-07-13
Redlands, CA
1 edit | reply to tt0ne
Yesterday, I received a call from DSLExtreme technical support but I was out with my family and wasn't expecting a call on Sunday (kudos for having someone call on a Sunday!).
Today, I received a call at around 8:30 AM but was still sleeping (I know I know - boo!).
So, DSLExtreme is trying to follow up with me - once again - showing they are all over this ticket. I've emailed them and told them that I am still having major issues with my downstream SNR and my upstream is still not able to connect at 768.
I think that Chris - the dude who has taken this ticket under his wings is still gone on vacation/days off.
Will post more as I know more.
- Marco |
|
tt0ne
join:2008-07-13
Redlands, CA
3 edits | reply to tt0ne
Hi everyone (won't this guy shutup?  ,
Well, today was kind of a sad day considering all the work and time put into my dry loop but I started the cancellation process. I've read several posts here where some people have complained about this part of the DSLEXtreme experience so I've tried to be as thorough with DSLExtreme as I can be.
I phoned their 866 # and talked to a nice guy (forget his name now - I knew I should've written it down) and explained what had happened since the 19th of last month. He knew who George and Chris were - so that was good - and told him about the tickets and the thread on this forum. I asked him about cancellation fees, etc. and he told me that he will talk to George and Chris later today and verify with them about my dry loop issues and that he'd call me back tomorrow. He told me to go ahead and send both modems back which I'll do tomorrow when I talk to him. He said that based on what I told him there shouldn't be any cancellation fees, etc. So, I'm thankful for that.
I also emailed Chris and told him to go ahead and close any tickets that may be opened since there is no point working on them if I'm canceling my loop.
This whole thing is Verizon's fault. They know about the bad copper bundle outside of my place - they know it affects others beside just me - they refuse to fix it. And why should they (trying to reason this out in my own head?) - they have fiber running through my neighborhood that can and is servicing everyone else except for my condo complex (because they would need permission from our association) and don't they want everyone on the fiber instead of replacing copper? I don't know - just a guess.
When and if fiber is available at my complex (which I think will depend on me starting the process with our association and working with Verizon) I'd go through DSLExtreme in a heartbeat (instead of using FIOS directly through Verizon) because of the incredible customer support.
In the meantime, as I've posted above, my only other option for Broadband (besides going with a high latency satellite service) has been Road Runner - which I'm using now. One only needs to go over to the Road Runner forum on DSLreports.com to see the massive difference between the two companies as it compares to customer support.
So, this should be my last post on this thread. Thanks, George and Zak (and the guy who works for you, George - that Chris guy is awesome), CCarson and a big thanks for the patience towards me from our local forum moderator (and for making sure I don't give up all my private info by accident! lol!), Sashwa...
Warmly,
- Marco
PS: An example of how crazy Verizon is - I got a call from Chris early AM - he left a message saying the MPOE # associated with my dry loop won't let him open up a ticket with Verizon - which suggests that maybe they've changed circuits on me and not bothered to tell anyone). |
|
CCarson
join:2001-07-22
Redlands, CA
 ·DSL EXTREME
1 edit | > This whole thing is Verizon's fault
Yes and no. Verizon is the party most responsible...but DSLX, by reselling, implicitly agrees to shoulder the burden of talking to Verizon on behalf of us, the consumers. Unfortunately DSLX fails miserably much of the time. I'm not saying it's easy to deal with Verizon (God knows, I've been a direct Verizon customer)...but that's what we're paying them to do.
> only other option...has been Road Runner
And this is why competition is the saving grace for the consumer: options.
Best of luck to you, and sorry for your travails. |
|
