US Cable Support > Bright House Networks > [Internet] Bright House Orlando problems.

reply to mijagourlay

Re: [Internet] Bright House Orlando problems.

reply to DCELL
DCELL, check a few posts earlier, from yesterday, from me. I posted scripts and a program that I used to obtain the logs.

The plot you see is just from Microsoft Excel, scatter-plotting columns 1 and 10 (time versus bit rate) for the "abbreviated" signal log.

Oh, I also should have mentioned that the last tech who came out here said that he would tell his supervisor to schedule a "maintenance" visit -- apparently another kind of worker -- during the outage that happens at night time.

He also gave me his cell number and told me to call him at night when the outage occurs. So I called him and left voicemail.

So far, no response or indication that anybody else (maintenance or otherwise) came out or performed additional diagnostics.

So I called BH several times (kept getting disconnected due to outages) and explained that techs had been out, that the outages occur only at night, etc.. In the end they offered to send out another tech.

I explained that I couldn't keep taking time off work for them to show up but that didn't alter their suggestion.

Sadness ensues.

Also, wonder how I manage to post these messages? Persistence. Each of these posts takes me several tries -- to catch a glimpse of what it's like to have service.

I also should have mentioned that the last tech no response or indication that anybody else

reply to BHNtechXpert
Update:

Last night, third tech arrived. (He came out around 6pm so I didn't have to leave work early, but Brighthouse only offers that 6-8 timeslot once per week.)

(Aside: Tech 3 reported that starting around 4 weeks ago, repair orders have suddenly more than doubled and he speculated that it's due to the DOCSIS 3 upgrade -- as we also have suspected. Tech 3 reported that his house also has outages. He said BH was having trouble keeping up with all the additional service calls and techs were working arduous hours -- I'm paraphrasing.)

Checked the lines, found the signal was fine.

Swapped out my modem (admitting that it was unlikely to repair the problem).

First replacement modem could not provision the telephone line. After spending around 15 minutes on the phone with other BHN people he swapped out the modem AGAIN. More phone calls. Got second one (my third) working.

So now I have an SA DPC2203 (whereas old one was a WebSTAR DPX2203).

Download speeds are the same but upload speeds are aroudn half what they were before. I used to get around 960k up, now get around 560k up. I pointed that out and Tech shrugged it off.

Problem, as usual, began happening later that night. Over 2 dozen outages from 9:06pm through 6:23 am.

Called customer care yet again to report the problem so that there is a paper trail.

Looked into CenturyLink. Pricing and service seem comparable -- 10 Meg down plus phone (which is what I have now) is about the same. They don't advertise their upload speed but I doubt their upload speed could be worse than 560k which is what I get now with BHN.

reply to branthua

reply to BHNtechXpert

Speedtest 1: 9726/535 kbps

Speedtest 2: 9707/619 kbps

Speedtest 3: 9670/552 kbps

Speedtest 4: 9768/287 kbps

reply to Cralb
Thank you! One moement while I digest this...

reply to Cralb
Okay...

I did some checking. On the ispgeeks test you only completed one full test. All the others were either cancelled before finishing or errored out in some way.

»174.34.146.20/myspeed/db/report?id=141582

Here are the results of the one test. It shows a 10/1 connection that is healthy. BUT it's only one test and it really doesn't matter because your ON-NET tests with BHN
indicate a problem between your home and the on-net server. I would still like to know why the other tests didn't complete. Do you have a firewall running? If so you do need to have it off during the tests. This also goes for any anti-virus products because they do can and will interfere with the tests especially tests like the Ookla http based test that BHN uses.

Ok next step. I don't know if I asked this but are you testing on a wired or wireless connection. If wireless...stop. I only want results on a wired connection. Also would you be willing to remove the router for 24 hours and see if the problems go away? Just connect one PC to the modem.

Also. Was this an actual BHN tech or a contractor? Did he actually throw a meter on the line in front of you?

I completed 4 tests from the link you gave me -- "TcpipSpeed". The one test you refer to here (Test05) was a "CapacityTest" that I did out of curiosity. I went ahead and ran more of those. Test06 shows 9650 down, 666 up. Test07 shows 9630 down, 181 up.

The Ookla test is what I ran both before and after the replacement modems -- that is, both before and after I observed reduction in upload speed. Nothing else changed, and I ran those tests literally within minutes of each other yesterday, just before and just after Tech 3 replaced the modem. The reduction in upload speed came immediately upon getting the new modems. In fact, the Ookla test is what I ran to test whether the modem was working. So the problem is correlated either to the new hardware or to the new provisioning that accompanied it.

I write "modems" there because, as I mentioned earlier, I actually went through 2 SA DPC2203's while Tech 3 was here. Both yielded the same results for internet access. (The first replacement modem had telephone line issues, but was fine for internet.)

I'm not measuring anything involving wireless -- only measuring wired speed.

All three were BHN techs -- they arrived in BHN vans and wore BHN uniforms. All 3 techs metered the line at various points within the house and also outside. Tech 1 also showed me a graph with a spike in it, which I assume indicated a signal reflection, and which is what prompted him to replace the splitters inside the house.

Tech 3 never showed me that same kind of line graph; he only showed me summary info, such as what I have posted and could obtain from asking my modem about signal strengths. As you can see, they're typically within acceptable ranges. Only when the outages occur do the signal strengths leave normal ranges -- at which point they're sometimes way out of whack.

Just in case it helps establish some context here, you might want to glance at this:

»www.freepatentsonline.com/7680038.html

reply to Cralb
Well I've had this problem since like 4 months ago. Goes out every 30 minutes or so I can actually see the cable light on the modem going off and on. Very Irritating when playing games.... Haven't called BH yet I guess I'm just a patient man :P

reply to Cralb
My modem finally died yesterday! Got it replaced by a terayon and no disconnects yet.

reply to mijagourlay

Brighthouse Outages, June 25-30