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NetLarry

join:2007-03-18
Johnstown, PA
reply to Cornplanter

Re: Atlantic Broadband Support Options

Have you contacted technical support? We need to start by checking the levels, noise & performance of your connection. If there's a local issue (bad drop, equipment issue, etc) we need to correct that first. Please call ABB tech support and have things checked out. It is open 24 hours a day. Please let us help determine the problem so that it can be repaired.

Larry


fenix_jn

join:2006-12-28
Miami, FL
reply to NetLarry

Same issue here in Pinecrest, FL: Random disconnects, specially in the mornings all the way to mid afternoon. At the beginning I thought 'upgrades?' but it is becoming too common now. Been with ABB for 3 years now and this did not happen before.


robry
Premium
join:2007-04-07
Bellefonte, PA
reply to Cornplanter

I agree, I don't get disconnects, just awful level of service, it's garbage. I made them switch me back to 5mbit because the only time I ever see anything over 5mbit is at 7am or late at night, peak time this garbage runs at 2-3mbit.

go ahead netlarry and look at my account, they closed my network ticket with some BS excuse about how they don't have a date for their 'network' upgrade yet. I hate this pathetic company, and unfortunately there isn't a whole lot of other options here.


abbTim

join:2010-05-27
Altoona, PA

My name is Tim and I am a technician in the Tech Support department and would like to help you with the speed issues you are having. If you don't mind, please go to speedtest.atlanticbb.net and click on the Pennsylvania tab and click begin. After this please respond back here with the speed you were getting and the time you did the test. I will do my best to help you resolve the slow speeds that you are getting.



dliw
Premium
join:2003-03-09
Valhalla
kudos:5
Reviews:
·Atlantic Broadband

A better, and IMHO less biased, test would be at »www.speedtest.net/ Plus, running a Line Quality Test here at BBR might give you some backbone info. Here in Central PA we rarely have any internet issues.
--
A dog is just a dog unless it is running. Then it is a dog of action. ~ Team Discovery


abbTim

join:2010-05-27
Altoona, PA
reply to robry

reply to robry

My name is Tim and I am a technician in the Tech Support department and would like to help you with the speed issues you are having. If you don't mind, please go to speedtest.atlanticbb.net and click on the Pennsylvania tab and click begin. After this please respond back here with the speed you were getting and the time you did the test. I will do my best to help you resolve the slow speeds that you are getting.


robry
Premium
join:2007-04-07
Bellefonte, PA

Tim,

Thanks for the reply.

Apparently someone in Johnstown at the Supervisor level must have received my FCC/BBB complaints, so now my ticket is reopened and schedule maintenance windows for tonight, tomorrow and Thursday mornings are now in place. I have a feeling this may or may not resolve everything but its worth a shot at waiting til Friday evening to do some more speed testing. I understand you guys can't guarantee me 8mbit every second of the day, but having a premium tier running SLOWER than your middle tier is ridiculous.

I have speedtest'ed through you guys site plenty of times. Oh and I was wrong, apparently I was kept on 8mbit but given the introductory rate, that's fine, but the problem was still on-going. I have removed my router and directly connected 2 different systems straight to the modem. I've seen as low as 800kbit download in the evenings at peak usage all the way to 7600kbit in the early mornings.

My current test is this:
Last Result:
Download Speed: 6275 kbps (784.4 KB/sec transfer rate)
Upload Speed: 431 kbps (53.9 KB/sec transfer rate)
Tuesday, June 08, 2010 7:40:34 AM

I'll update it again this afternoon/evening with another test.

Oh and just to let you know, I experienced the 8-900kbit speed issues last Thursday night I do believe.

Here is the signal information from my modem:
Favorite Downstream Frequency: Hz
Frequency: 681000000 Hz
QAM Mode: 256 QAM
Channel Power: -5.2 dBmV
SNR: 34.283 dB

Channel Id: 3
Frequency: 31008000 Hz
Channel Width: 3200000 Hz
Channel Power: 48.1 dBmV

Modem is a Dlink DCM-202

If you need my information to look at my account, let me know.


robry
Premium
join:2007-04-07
Bellefonte, PA

here's my update for the evening at 930PM EST

as you can see this is extremely overloaded:

Last Result:
Download Speed: 2964 kbps (370.5 KB/sec transfer rate)
Upload Speed: 480 kbps (60 KB/sec transfer rate)
Tuesday, June 08, 2010 9:30:00 PM

Frequency: 681000000 Hz
QAM Mode: 256 QAM
Channel Power: -5.0 dBmV
SNR: 34.401 dB

Channel Id: 3
Frequency: 31008000 Hz
Channel Width: 3200000 Hz
Channel Power: 49.1 dBmV

Expand your moderator at work

abbTim

join:2010-05-27
Altoona, PA
reply to robry

Re: Atlantic Broadband Support Options

reply to robry

I have asked for an update on you ticket. As soon as I get an answer as to when the repair for your area may happen I will let you know.


robry
Premium
join:2007-04-07
Bellefonte, PA
reply to dliw

I've ran the speedtest.net as well, it just gets worse on their site.

it seems to be something on their network that's overloaded, my guess is they're still using docsis 1.1, so between that, voip and digital cable, they really need to make changes to network to try and free up some bandwidth.

it seems to me like the CMTS is overloaded, although the other day when I was running at 900kbit~, I asked a friend across town to run their speedtest, on his 5mbit tier, and it appears he was getting almost 5mbit.

We have a partitioned DS3 at work @ 25mbit up/down. I can run their speedtest and max out the line at work, both directions, tells me there isn't an issue with bandwidth from their end.


robry
Premium
join:2007-04-07
Bellefonte, PA

after a 3 hour outage last night (not sure what that was all about) my speeds seem much more in-line with what I should be getting.

Last Result:
Download Speed: 6849 kbps (856.1 KB/sec transfer rate)
Upload Speed: 449 kbps (56.1 KB/sec transfer rate)
Friday, June 11, 2010 11:10:59 AM

I tested a few times last night during peak usage after my service came back on and was getting similar speeds.

for what its worth here is my test from speedtest.net

»www.speedtest.net/result/844170283.png


abbTim

join:2010-05-27
Altoona, PA

For the next couple of days keep checking your speeds and let me know of the results. They are doing another maintenance in your area before the end of June to resolve your issue. The engineers did not have a specific date, but said it would be by the end of June. Keep me posted on your speed tests and during that time I will keep watching the help desk ticket we have in for you. If there is anything else I can help you with please let me know.


robry
Premium
join:2007-04-07
Bellefonte, PA

Tim,

it's been fairly stable, sometimes I'll get as low as 3.7Mbit and as high as 7.6Mbit. I've been averaging 6.6-7.3Mbit though, overall a good improvement, I suppose when the rest of the work is done and nodes are recombined it should help more. Any insight you can give on what was upgraded/done would be great.


abbTim

join:2010-05-27
Altoona, PA

robry,

Please do a couple of speedtests at your earliest convenience. Also if you are using a router, please bypass that also. The node has been split, we just need some verification that the speeds are alright on your end. Let me know after you have done these.

Thanks


robry
Premium
join:2007-04-07
Bellefonte, PA

Tim,

here is my latest tonight.

Last Result:
Download Speed: 4874 kbps (609.3 KB/sec transfer rate)
Upload Speed: 480 kbps (60 KB/sec transfer rate)
Sunday, June 20, 2010 10:52:54 PM

Ryan


abbTim

join:2010-05-27
Altoona, PA

robry,

Was this done with or without a router? If you don't mind can you do about 4 speedtests and let me know once these are complete.

Thank you


robry
Premium
join:2007-04-07
Bellefonte, PA

With a router but all other traffic disabled. I'll connect my desktop system directly to the modem tomorrow morning and run 4 test spaced out during the day, 1 morning, 1 afternoon, 1 around 5pm and 1 at 9-10pm.


robry
Premium
join:2007-04-07
Bellefonte, PA
reply to abbTim

Was downloading some windows updates for a PC I'm repairing and noticed it was going considering slower than 7~mbit.

immediately canceled windows updates and tested with speedcheck.

Last Result:
Download Speed: 3989 kbps (498.6 KB/sec transfer rate)
Upload Speed: 468 kbps (58.5 KB/sec transfer rate)
Sunday, June 27, 2010 10:51:28 PM

All other traffic on my local network is disabled from the Internet. For further proof, I'll plug my desktop in directly tomorrow morning and test all day.

I've always had slowness Sunday nights for some reason, not sure why. The speeds have improved, but to say its completely fixed would be a lie. I appreciate your guys help, I dunno why or what, but it appears the node I'm on is still pretty populated. Last thing I could think it could be is my modem. If that's a possibility, I'm going to go by a Motorola.


robry
Premium
join:2007-04-07
Bellefonte, PA
reply to abbTim

Here is my test done at 9:30PM tonight, with the modem connected directly to my PC. I'll do a few more before hook the router back up tonight.

Last Result:
Download Speed: 6615 kbps (826.9 KB/sec transfer rate)
Upload Speed: 493 kbps (61.6 KB/sec transfer rate)
Monday, June 28, 2010 9:27:08 PM


robry
Premium
join:2007-04-07
Bellefonte, PA

Another test, still directly connected, you can see what I mean:

Last Result:
Download Speed: 4899 kbps (612.4 KB/sec transfer rate)
Upload Speed: 487 kbps (60.9 KB/sec transfer rate)
Monday, June 28, 2010 9:59:24 PM



ABBCust

@atlanticbb.net
reply to NetLarry

In the West End section of Johnstown, PA, the Internet has been really fluctuating.

The 5mb plan would normally get 620-640kb/s when downloading a file, it has been this way since the 8mb plan was introduced in Johnstown and years before, it went the full 3MB, when that's what the plan was. It's only now, the full speed is not experience basically ever.

Now for some reason, the Internet speed is anywhere from 200kb/s to 440kb/s, during most of the day except very late night, till 6AM, you may get 500-520kb/s.

A friend down the street is having the exact same issue.



ABB_Lisa

join:2010-05-27
kudos:1

Hello
My name is Lisa, and I work for Atlantic Broadband as well. I would like to assist you with the issue you are having. Have you run any speed tests recently? If not, could you run about 3 speed tests from our website? »speedtest.atlanticbb.net/
Please paste the results here so I can see what type of speeds you are getting.

For a faster resolution of your issues, so that we can take a look at your modem and run tests, you may contact us more directly. We have two options for this. You can live chat with a representative by going to »www.atlanticbb.com/ , clicking on Customer Care, and then on High Speed Internet. There will be a link on the right to Chat With Us Online. You may also call in at 1-888-536-9600, and speak with someone by phone.

If you would like to ask for me, just message me privately and I will give you the times I am available on Chat and by phone.


abbTim

join:2010-05-27
Altoona, PA
reply to robry

to robry

I see your test from yesterday 7/8/2010 looks very good. If you don't mind can you do at least 3 more tests so I can update your ticket and verify your speed issues.


robry
Premium
join:2007-04-07
Bellefonte, PA
reply to ABBCust

thanks for posting, everyone who ACTUALLY knows what to expect, has told me the same thing. those who just pay the bill and use the internet for email\news never noticed the slowness. I hope ABB is able to correct these issues.


robry
Premium
join:2007-04-07
Bellefonte, PA
reply to abbTim

Tim,

I will speed test tomorrow a few times throughout the day and contact you and lisa via PM when I do. I just ran a test now, but I have my router connected, only saw mid 5mbit speeds. I did also switch the modem from a dlink to a motorola surfboard 6120. I'll be in touch tomorrow.

Ryan


midnythr

join:2002-01-18
Martinsburg, PA
reply to NetLarry

Ok, here goes, I have had atlanticbb tech support here at my house numerous times, cable going out, tech says it is in the outside line, actually 2 techs told us this, not documented (apparently) Different channels going out on both tv's, no problem with inside wiring (yes atlanticbb, I KNOW your spiel about charging and no you are NOT charging me for your problems) Again called today, told them tv channel out and internet connection is on and off, and speed even when it works is not as advertised and what I pay for. tried to send me to a troubleshooter for the internet connection, Keep sayin I know what I an doing (reset etc) It's in the LINE OUTSIDE, so fix it. My husband and I have had enough, IF we have to complain to the FCC and that's the way to go I WILL do it.



ABB_Lisa

join:2010-05-27
kudos:1

Hello As I was replying to this post .. I noticed the message you sent me. I want you to get the services that you pay for and would like to help. I will reply to the message that you sent me with my availability and how I would like to help you.

Lisa


abrody

join:2000-07-20
Silver Spring, MD

1 edit
reply to NetLarry

The "Manage my account" webpage does not offer a way to reduce services. I finally got satellite and do not wish to keep my cable TV service, but wish to keep my cable internet. I did manage to finally call and get through to them this morning. Still it would have been much easier to have done this online if it was offered. Thank you.


abbDana

join:2010-07-16
Johnstown, PA
reply to midnythr

Hello, my name is Dana, and I am also a technical support representative from Atlantic Broadband. If you like, you can message me with more information, and I can check into whether or not a maintenance repair on your lines has been scheduled for you. In most cases this is usually put in by a field technician, but if this has been missed we would like to correct this for you. I am available Tuesday through Saturday, and I log into dslreports at least once a day. I hope that I can help you. Have a great day!