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| reply to CTL_Joey
Re: EMBARQ F.A.Q. and Slow Speed Issues Well, where do I start with my particular issues with Embarq service in my area.
I live in Sanger, TX and have had Embarq since they took over from Sprint/Earthlink about 3 years ago. Up until about 3 months ago, I always had the 5mbps down package. Then I see that my area is eligible for 10mbps for which I was immediately happy. I upgraded in the first week of Apr 09 and my happiness with Embarq has quickly deteriorated.
I'm an avid online gamer and when there are issues with my ISP, I can tell very quickly while online. All the issues I'm going to lay out don't have anything to do with "game" lag.
I found this thread after searching through the forums here and I hope to get someones attention from Embarq who just might be able to help me get the issues resolved for good.
Ever since I upgraded to 10mbps, I've had nothing but issues. From slowness to complete week long outages. Multiple times. Here's a snippet of everything that I remembered to document with my particular issue.
4-21-09
- Spoke with @@@@. Speed issues. 110kb/26kb Ticket # @@@@@@@. Latency horrible....3000+ between hops
4-28-09
- Spoke with @@@@. Speed issues still. 89kb/39kb Ticket was closed. Opened back up and escalated again. 3000+ between hops
5-5-09
- Spoke with @@@@@. Speed issues. 327kb/54kb 6000+ between hops
5-21-09
- Spoke with @@@@@. Both DSL and Home phone dead.
- This was due to local tech unplugging me from local hardware and leaving me unplugged for a day.
7-2-09
- Speed issues. 3.8kb ( or around there) down for multiple days.
7-7-09
- Speed issues still. Due to hardware issue in Humble, TX.
7-8-09
- Speed back to normal
7-28-09 @ 1240
- Spoke with @@@@(second lvl). Speed issues again. Got rain past couple days. Noticed static in phone line. 130kb down. Ticket # @@@@@@. Was put into a "chronic" status due to the # of issues I've had over past 3 months.
7-28-09 @ 1812
- Speed test results - 958kb/103kb
7-28-09 @ 2240
- Speed test results - 1024kb/102kb
7-29-09 @ 2120
- multiple DC's even though speed is good...not what i can get.
- speed test results - 1122kb/104kb
Again...All of the above problems is what I documented when I remembered to document it. I've called more than 20 times in the past 3 months. With my prior package, I only called half dozen times in nearly 3 years. 
When I call CS, I too get treated not so well by most. There are a few that do know what they're saying and will actually put the script down and listen to what I'm saying.  However, regardless of CS representative, majority of times I'm on hold for 30+ mins before I actually talk to a 2nd lvl tech. Very, very frustrating.
When Embarq is running smooth, it's great. When it's not, I'd rather have my finger nails pulled out slowly.
Ok..for what I've done. Every time I have speed issues or even get dc'd multiple times, i connect directly to my modem, redo speed tests, cycle power to modem, reset modem and boot into safe mode all to try and see if by chance the "issue" is on my end. Guess what? Never has been. I've had techs at my house 3 different times to test my lines and every time, the problem is with their hardware...somewhere. I'm very close to the Co here in Sanger (700ft) so when Embarq is on top of it, I can get 9980+ out of the 10000 I'm supposed to get. And yes..those speeds are through my router. Speed tests are through Embarq FTP and/or IE and SpeakEasy. Both sites show nearly the same through router or directly connected.
I don't have virus', I don't have comp issues and I don't have line issues.
My comp specs are irrelevant to my ISP problem. Just take my word on this.
I'm wired to my router and I don't have filters installed inside my house as my DSL is on secondary twisted pair. (My home phone is on one twisted pair while my DSL is on a separate twisted pair).
My hunch for when it rains - In the ally behind my house, there are approx 8 of the tele co "risers". Two are completely knocked over and the rest are cracked. All have been hit/demolished and put back together from what they look like. On the ones that are open...rain gets in there and creates issues for me when it is wet outside.
When it's not raining for 2-3 days straight and Embarq isn't having issues, then I'm fine. If no rain but Embarq has problems...I have problems. I know...poster child for the obvious I am.
I really do hope that someone from Embarq will see this and reply.
Honestly - If I had any other choice for an ISP, I would've left Embarq in May. Unfortunately, I'm stuck. I'm willing to help in any way I can but I need to get Embarq's attention. | | |
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| Greg,
You need to create an account here and IM me your phone number. | |
| This is Greg76266.
Thanks for the response Joey. I sent you an IM with my home phone # in it. | |
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