Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC
| reply to djhoward
Re: Bell Response Time
Thank you for submitting test results.
Here is the thing ...
You have 1M "stable" service running. Packet loss 0 and so on.
That is the situation after multiple requests and tickets, returned with "that is the current maximum of your line".
Unfortunately, there is no way to push further the line provider (bell) explicitly saying that the work is not done or better remote *must* be found.
Thanks |
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djhoward
join:2009-10-20 | reply to Fergless
Re: Re:Whatever
I KNOW how long it takes Bell to respond the point of my post was the tech staff obviously doesn't ... so yes jumping in and stating the obvious was annoying |
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djhoward
join:2009-10-20
| reply to Acanac PN
Re: Bell Response Time
Well maybe you should be advertising speeds of "whatever Bell decides to give you" and "we cant guarantee that the speed you get today will be there tomorrow" instead of 5mb.
You could have kepy me happy with the lousy 300 KB I was receiving before but youcan't even do that.
Guess I have to do what I would do with any service provider that after taking my money, tells me I have to accept 50% of the service we were giving you before. |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | Service is UP TO 5MB |
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djhoward
join:2009-10-20
| Well I'm still here and my service is getting WORSE!
I've been out of town for a couple weeks and not in a position to judge the level of service I've been getting lately.
Let's recap:
1. For first year of Acanac service I had 170-180 KB speed. (not great but I was willing to accept)
2. Start of second year my line profile was raised and I was getting almost double the speed at 300 KB
3. 3 months into second year, your modem stops working.
4. After a week of no service you send a new modem.
5. Speed is now back to the 170 KB I got at the beginning.
6. Numerous calls to tech support result in a slew of tickets to Bell, but no one wants to look at the fact that the problem started with your modem replacement.
7. Service degrades further to the point of 100 KB max speed.
8. Further multiple communications with tech support and multiple tickets to Bell with no solution are resulting in a frustration level that leads to my unbecoming communication in starting this forum thread. (I apologize for that)
9. My service goes out one day and I contact support. They put a ticket into Bell (surprise lol) 2 minutes after I hang up my service comes back. I get a call from a Bell tech a couple days later operating on that last ticket. I tell him my service was already back, although it had gone out briefly 15 minutes earlier. He said that was due to him working on the line. I was late for the airport and left for over a week. I came home yesterday to reports from my daughter that speed has been maxing out at 65 KB since I left. It seems every time I deal with a Bell tech, my speed gets cut. I now do not even have enough speed to stream videos from YouTube.
10. about 7 p.m. last night I called support and for the first time in this whole debacle, I felt I got a rep that was very thorough in his handling of my problem and of course he put in a ticket to Bell.
____________________________________________
Needless to say this is the last kick at the can for you to get this fixed or I will have to get a refund and leave. That is not a meaningless threat from a solitary user said with animosity. It's just a sad realization of the situation and what has to be done.
The thing that concerns me most about this situation and what it means for service from DSL providers such as yourselves; is that although you put the blame on Bell, anyone looking at my recap above can see that something is not right here. Your inability to pressure Bell to rectify an unacceptable problem that is obviously their creation, does not bode well for users of independent DSL in this country.
Cheers |
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djhoward
join:2009-10-20
| This is so bizarre, it blows my mind.
After my last post, I had another hiccup in service. My Bell telephone went down for about 15 minutes and when it came back on, the DSL didn't. A call to Acanac and another ticket (escalated) to Bell.
Tonight Craig from Bell called me to tell me he was downstairs and had fixed the problem which was caused by someone doing another install in the building knocking my connection off.
Craig went on to tell me that he had also moved me to a high speed port (what did I have before?) and bumped my speed up.
Did he ever ! I'm downloading right now at over 500 Kb/s which is the fastest speed I have ever had with you and something Bell insisted was impossible to attain.
I immediately called Acanac support and asked the rep to monitor the speed on my line and make note of it in my account records, so that when I lose this speed (the eternal pessimist) they can't say the speed isn't attainable.
Here's hoping for the best !!
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Fergless
join:2008-04-19
Toronto, ON | That is freaking amazing. Good luck, hope it stays that way for you. (Grumpy Bear)  |
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Acanac PN
Acanac Support
Premium
join:2008-10-27
Montreal, QC | reply to djhoward
Re: Why am I paying High Speed rate for Dial Up Service ???
Finally, you will enjoy the full 5M speeds.
Good.
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We Rock |
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