2 edits | [DSL] DSL Slow speeds - From 6mbps down to 1.5mbps I'm new to the forums, but I needed to open a ticket.
DSL extreme does not have a easily found location to open a ticket so I registered to see if I can get some resolution to my problem.
Past 5 and 1/2 years have been great, but service lately has been bad.
I currently own a HSA-300A-2 ADSL modem.
I've rebooted the modem and it did not make a difference in speed.
I know this modem's model is old since i had it for approximately 6 years now.
Approximately 2 weeks ago I've been having really bad download rates. Before that, it was great -- 6mbps all the way. I'm not sure if there's a problem in the Santa Clara Area, but I'm wondering if a new modem is needed or if there is anything else to do.
Please advise.
I've attached my latest speed test results, not fairing too well. |
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| I posted this sometime last week but I got no response in attempt to get my line back up the snuff.
is there anyone from DSL-E to help? if not, I might as well begin looking for another ISP.
even if my screen shot shows 2.4mbps that was a lucky test, and my speed is still ranging below advertised. quite horrible in service, i'm counting 3 weeks now with this service issue that starts at night.
I'm not sure what's going on, but it's quite annoying to see speed drops at night. |
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| reply to gellenole
why not contact them directly? |
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| reply to gellenole
Hi gellenole,
I tried to find your account based off your user name, but wasn't able to. Could you please PM me your account information so that we can look into this speed issue? Thank you and sorry for the late response.
Best regards,
Ivan D. |
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| Thank You -- I PM'd you my name and email. I don't know what's going on with the modem it's been really slow for the past 2-4 weeks now. thank you for looking into my account.
Just to add as well, my speeds drop around 9 to 10 PM at night and go on... when i'm on around 6PM it fluxes around 3-6 which is normal, but not optimal -- it use to be 6mbps all the time. |
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| reply to gellenole
Hi gellenole,
I was out the last two days, but I did get your account information and created a trouble ticket number 4705053, for your slow speed issue. I'm researching the history right now, but seeing pretty poor downstream signal-to-noise ratio at 6dB right now. Need to run some other test and will let you know my findings.
Best regards,
Ivan D. |
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| Thank you -- btw the chat support tier 1 sucks!
You guys are my savior just by saying that you've did some due diligence and put in a ticket.!! |
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| I spoke to someone at DSL extreme on monday about the slow speeds, there was some type of code change to the line, but now speeds all the time are slow.
i'm hitting 2.5 mbps now and it's all the time now. |
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| It's been 3 days, no reply? Is there anyone that will help? |
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| reply to gellenole
Hi gellenole,
Sorry for the confusion. Looks like the last tech set it the Mode to INTERLEAVE to keep the line more stable. Their notes say that you were going to monitor the line and get back to us. Does this sound about right or shall head roll? I'd like to try another modem too, if you wouldn't mind. The BroadMax modems are pretty darn good but it's really old now. I'll give you a call to speed things along.
Best regards,
Ivan D. |
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| reply to dslx_ivan
Re: [DSL] DSL Slow speeds - From 6mbps down to 1.5mbps Hi ivan,
I plugged the modem in tonight, and the entire system went down within a couple of minutes. Somehow within that time frame as well my account suddenly got hacked and the password changed around. I don't know how much information he took, but I was able to get back online through my phone and then changed the password to something a bit more secure.
can you look into this please -- I was on the phone for about an hour or so with the tier 1 and he was utterly useless.
My static IPs went from 9 IP's to 1 PPPoE IP connection. I'm not sure what's wrong with the profiling, but the tier 1 tech kept asking to setup PPPoE when I told him that the account itself was hacked into.
I was going in circles, he definitely doesn't know what he's doing and there should be an upper tier to talk about this. I will try to call again in the morning since my internet is shot and the account profile is screwed up. Plus he hung up on me after about an hour and 1/2 on the phone. There were people behind him laughing and talking, the tier 1 also tried several times to get me off of the phone by saying that the ticket is escalated, when it had nothing to do with the speed degradation.
I would like my ip's back I will PM you the range that I had.
Thank You. |
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| I'm hoping I get a call back from them soon since i Just got hung up on again. April's the name of the current tier 2 rep. |
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| 12:43:07 PM
Thank you for contacting DSL Extreme
Live Chat Support. My name is Georgia,
How can I help you today?
12:48:44 PM
Yes I do understand James. April is still currently working on a ticket for another customer. She will call you immediately once she's done.
12:53:11 PM
I'm sorry for the wait James. April is on break as of this time according to her Supervisor. She will call you once she's back.
Seriously? |
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Nick2k
join:2004-06-22
San Jose, CA | i'm experiencing the same slow speeds as well. i'm in San Jose. i wonder if there's a problem in our area. |
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| reply to gellenole
Hi gellenole,
Just wanted to follow up with you. I got your message that Nick from Tier 2 was able to resolve the Static IP issues, but I wanted to see how your speeds are now. I see much better line readings than I was seeing before but we're curious what your speed test results look like.
Best regards,
Ivan D. |
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this is taken at 9:14 PM PST |
UNDER 1.5mbps
This is beginning to be really bad, plus I've had a horrible time with most of your tier 1 tech support, not to mention how many bad billing people there is.
Please call me to see if we can arrange a time to get this resolved. |
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| This all started mid November of 2011 and still has not been resolved. |
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 dslx_nick
join:2011-12-24
Chatsworth, CA
kudos:11 | I just checked your line readings and they're looking fine at the moment; let me get a tech on this for you. |
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| Hi Nick,
Thank you for calling back earlier -- I was not available at the time. I will be testing the line later tonight to see if there was a change. I am online though, otherwise I wouldn't be posting.
Thank you for checking up. |
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