1 edit | Optimum Ultra - refund on install? I know the $300 install is supposed to be non-refundable, but
I had Ultra installed on 6/1 and download speeds have consistently been in the mid to high 50s. I've had several service appts and still nowhere near 101mbps. So, even if the 101mbps is the "up to" speed, I would think there is a minimum acceptable speed. I've been told by several ppl from Ultra support that the acceptable speeds should be in the 80s. I have another appt on Fri for someone to come out. of course, my bill is already $454.92.
How long should I wait before seeking a full refund? |
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 ThinkdiffPremium,MVM
join:2001-08-07
Bronx, NY
kudos:4 | I would give them until the friday appointment (nearly 3 weeks). If they can't figure it out by then, start demanding a refund.
What troubleshooting steps have you tried on your end? Is the modem picking up all 3 channels?
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 RARPSL
join:1999-12-08
Suffern, NY | reply to mleun481
said by mleun481:So, even if the 101mbps is the "up to" speed, I would think there is a minimum acceptable speed. I agree with you. IMNAL but from what I remember of my Business Law courses, an "Up To" claim means all of the following things.
1) They have the capability to deliver that speed (otherwise they can claim Up To 200Mbs which is impossible if you are only bonding 4 38Mbs-max channels - Note that they are only CURRENTLY bonding 3 38Mbs channels and one is being shared with BOOST so even 101Mbs is pushing it on the CAPABILITY front).
2) For legal reasons, they can not guaranty/promise to deliver that speed 24/7.
3) (and this is a gray area without some actual statement in the claim) That when they are not delivering that speed, they will deliver some significant proportion of it (ie: A stated minimum guaranteed speed) as well as delivering at least that minimum speed 24/7 (or at least, again, some designated percentage of the time).
Based on what they are CLAIMING that the $300 is for, you are getting the equivalent of a SLA (Service Level Agreement). SLAs cover all 3 of the above 3 terms. |
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ThinkdiffPremium,MVM
join:2001-08-07
Bronx, NY
kudos:4 | said by RARPSL:Based on what they are CLAIMING that the $300 is for, you are getting the equivalent of a SLA (Service Level Agreement). SLAs cover all 3 of the above 3 terms. Who said the 300 dollars was the equivalent of an SLA?
This is exactly why I won't pay the 300 dollars. It's an "Activation fee"... that's it. Nothing more. No guarantee of speed, no guarantee of better service. Just an activation fee.
Legally, the OP is SOL. Ethically, I would hope CV gives back the $300 if they can't provide an acceptable level of service in an appropriate time frame.
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University of Southern California - Class of 2010. Fight On! |
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 TradewindUltraPremium
join:2005-11-08
Marlboro, NJ | reply to mleun481
When the installer hooked up his laptop to your computer and/or router what were his speeds? If his were fine, assuming he did use a laptop, then it might be your NIC. That was a problem I had. His laptop got 101 and my machine couldn't get past 40. I got a brand new PCI NIC for Ultra thinking it was better then my onboard LAN. I went back to the onboard LAN and speeds were more in line.
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Trying is the first step towards failure. |
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 CalendarmanBusiness Ultra user
join:2000-11-21
Mount Kisco, NY | reply to mleun481
My guess would be that if you really press the matter with the Ultra support, and tell them that you are not satisfied, that they will undo the Ultra, bring you back to Boost, and refund your money, since they were not able to deliver Ultra as advertised.
Your other alternative would be to contact someone high up in Cablevision and tell them that you want to keep Ultra. I don't know if Wilt is still around, but he has helped me and others in the past. His email was wilt@zardoz.cvnet.com If he is still working, you might just see a bunch of trucks come to your house tomorrow if you email him today, as I would think that Cablevision only wants good publicity about Ultra and will do "whatever it tales" to fix your problem.
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Business Optimum Online User-no games, no music-just business (and a little pleasure) |
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 jaaPremium,MVM
join:2000-06-13
kudos:2
 ·Optimum Online
 ·Vonage
| reply to mleun481
I think you will get a refund if they can't fix your speeds.
Can you tell us more about your appointments?
Friday, 6/5: Useless contractor shows up.
Saturday, 6/13: ??? Did they run a speed test on their computer?
Other appointments??
Can you post a speed test without your router?
Have you tried another computer?
Does your computer have a gigabit nic?
It is also strange that you only get 10mbit upload.
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NOTHING justifies terrorism. We don't negotiate with terrorists. Those that support terrorists are terrorists. |
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| reply to Tradewind
Actually, the installer didnt have a laptop. He used my PC and did the test with and without router on speedtest.net, speakeasy, and optimum's site. All downloads were in the 50s. A supervisor and mgr showed up and one of them came up and also saw the slow speeds and said they need engineering. From that, I've had ppl come and call saying they are still working on it. |
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| reply to Calendarman
Thanks for the info. I rather keep Ultra if they can fix the speeds. I just want either the speeds that I'm paying for, or give me back my money if they can't deliver. I will hold out a little longer, but my patience is dwindling. |
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| reply to jaa
with router | | 
without router | |
Monday, 6/1: install date. Tech said I had low signals, so replaced the drop. Speed got a little better, but was still down 53/ up 9. Supervisor and mgr show up. One of them come in w/ tech and see the speeds. An hr later, engineer comes; says he will be working from outside; comes back and said to try it again - still same. He says its problem w/ Hicksville and head office will work on it and can take 48hrs.
Friday, 6/5: After no improvement in speeds, was able to get appt for that Friday. Contractor shows up, says he's not trained on Ultra and couldnt help and leaves. Ultra said dispatch shouldnt have sent him. So, I make appt for 6/13, 8-11am.
Saturday, 6/13: By 11:30am, no one shows up and no call, so I call Ultra and told someone will be working on it and may be running late. By 12:30, still nobody comes so I call again and told the work is done on the outside and don't have to be home, so I leave.
Sunday 6/14: At 6pm, I get a call to test speed and should be much better, but I wasnt home to test. I test when I get home - no change.
Monday, 6/15: Call Ultra and told the appt for Sat was rescheduled but nobody told me. Made another appt for Fri, 6/19 5-8pm for someone to come.
Don't have another PC to test.
Adapter says its an Intel Pro/1000 MT |
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| reply to mleun481
Cablevision usually offers a 30 day guarantee during which time ALL fees will be refunded if you cancel service. I wonder if that would work in this case.
Another thing I question is What is the minimum speed? If you have the regular ool ( up to 15 ) and you are getting 5m that is still acceptable to CV. If you are getting over 3.5 meg from the tap it will not be referred as a problem. Many people do see speeds between 7 and 12 meg. From those numbers it seems the numbers the OP is seeing are a better % of the 101 than 7 is of the 15.
Some things I would like to know:
ON PAPER...
what is CV minimum acceptable speed for
ool ( up to 15/ up to 2 )?
Boost ( up to 30/ up to 5 )?
Ultra ( up to 101/ up to 15 )?
Also
what is the maximum times a person could get the " channel not available at this time" on switch video and it not be a problem?
If it happens 50% of the times you try it is it too much?
25%?
10%? |
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| reply to mleun481
Couple of things What kind of hdd do you have? Is it possible that its your pc slowing the connection down? Do you have another pc to try it on ?
A pc can certainly slow a connection that fast down in the same way a router can.
What are your pc's specs? |
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| said by majortom1029:Couple of things What kind of hdd do you have? Is it possible that its your pc slowing the connection down? Do you have another pc to try it on ? A pc can certainly slow a connection that fast down in the same way a router can. What are your pc's specs? I've tried turning off the firewall for the tests and still no change. I'm using a Dell XPS 3.2GHz with 2GB of ram and 2 320GB Western Digital hard drives on Windows XP Pro. While its not the newest and fastest, it should be able to handle Ultra.
I borrowed a Dell Core 2 Duo laptop w/ Vista and connected directly from modem, but again, no difference in speeds. |
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| What does your Power Level and SNR look like on the modem? |
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| said by johnnyboy24:What does your Power Level and SNR look like on the modem? Do you mean this? The channel IDs show 2 that are 0? Is that right? |
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| reply to mleun481
According to speedguide, some of the numbers are "off" - but its not way off to cause a lot of issues. This is a direct connection right to the modem, or through a splitter? If through a splitter - can you do a direct connection to the main tap and then do another speed test? |
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Rojo
join:2009-04-14
New York, NY | reply to anonomous
what is CV minimum acceptable speed for
ool ( up to 15/ up to 2 )?
Boost ( up to 30/ up to 5 )?
Ultra ( up to 101/ up to 15 )?
A LOT of us would like to know the answer to that too. |
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| reply to mleun481
your two other channels are not bonded, you need a value in the channel id. c.s should be able to fix it a tech cant fix it its a provisioning problem. |
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 MxxCon
join:1999-11-19
Brooklyn, NY
1 edit | reply to Rojo
said by Rojo:what is CV minimum acceptable speed for
ool ( up to 15/ up to 2 )?
Boost ( up to 30/ up to 5 )?
Ultra ( up to 101/ up to 15 )?
A LOT of us would like to know the answer to that too. there are no officially listed minimum speeds. all 3 services are "best effort".
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 ShamayimI already have a Messiah.Premium
join:2002-09-23 | Don't know when OOL added the following but I don't think it was part of the rollout deal in May.
From the OOL website (underlines are mine):
Optimum Online Ultra Details
Optimum Online Ultra available only with a subscription to Optimum Online service. One time professional installation fee of $34.95 and $300 activation fee applies. Minimum system requirements apply. Due to configuration of available equipment, Static IP customers will experience speed performance limitations. Many factors affect speed. Actual speeds may vary and are not guaranteed. Other restrictions apply. Where available. Prices and terms subject to change without notice. (C) 2009 CSC Holdings, Inc.
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