nethe04
join:2012-02-01
Pikeville, KY | Traffic overload in Pikeville, KY? I recently switched from AT&T DSL to Suddenlink Cable after receiving a discounted rate deal in the mail, and I've been having a pretty annoying issue ever since.
At first the service was great and seemed worth every cent, but ever since a line was cut things have been going downhill. When the service was restored, I began to see some major latency and packet loss starting in the evenings, mainly from 7:00PM up until the early morning hours. I've had several techs sent out, and pretty much stayed in contact with tech support every day but I don't seem to be getting anywhere with this. I thought it was an isolated issue at first, but upon talking to others with Suddenlink as their ISP it seems to be a general problem for the area.
I was hoping that the issue would go away this week when they did some local maintenance, and was told to wait until it was concluded by several of the technicians I spoke to, but it seems to have done nothing. I've asked about the issue and the agents usually seem unable to comment or can't find any kind of documentation that would support it being acknowledged or addressed.
So, in the unlikely chance that someone else from such a small town reads this, is this a known problem for others? I really don't know how to get in contact with someone who could help get this looked at, as the agents I've talked to seem to be at a loss on how to approach the problem. Any thoughts or comments on this would be very much appreciated. |
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| Hello -- my name is Ashley, and I'm with Suddenlink. I would be happy to look into this issue for you. Can you please send me your account address? My email is: ashley@suddenlink.com. Thanks! |
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nethe04
join:2012-02-01
Pikeville, KY | I emailed you my account address, let me know if you have any news or require anything else.
I've been using PingPlotter to keep track of things since about 9:00PM last night, and my latency has taken the usual downturn today starting at 6:40PM. |
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nethe04
join:2012-02-01
Pikeville, KY | 
PingPlotter |
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I live in Pikeville and am having the exact same problem you are describing. If it is not resolved soon I will switch to DSL. |
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| reply to nethe04
Several of my friends have switched back to AT&T DSL already because of Suddenlinks poor performance in Pikeville. |
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nethe04
join:2012-02-01
Pikeville, KY | "High speed internet" |
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I live in Pikeville as well, and I'm still having the same issue. I'm hoping the problem will be fixed soon, or I'll have to cancel my service.  |
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nethe04
join:2012-02-01
Pikeville, KY | Still having this issue. I've been told they're working on it for the last month and a half, and I'm really starting to doubt anything is being done at all. I have filed a complaint with the BBB, and I would urge any other Pikeville residents to do the same.
You can file a complaint here:
»www.bbb.org/consumer-complaints/···-started |
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nethe04
join:2012-02-01
Pikeville, KY | reply to nethe04
So, as of today absolutely nothing has been done to address the service issues in the Pikeville area. Packet loss and latency are STILL reaching unacceptable levels during prime usage hours, and Suddenlink is apparently just letting it happen.
I have tried calling in multiple times every week to keep the issue alive, but I am either told there is no notice of this occurring or that they are simply aware of the issue and have no ETA. To make things even better, it is apparently no longer allowed for Suddenlink agents to discuss the issue with me due to an open BBB case. I am supposed to use the BBB as my liaison for further communications, but Suddenlink has so far failed to respond to multiple notices and contact attempts forwarded by the BBB. I can only assume this is simply a case of hoping the problem goes away or customers give up on getting it fixed. Either way, I am completely baffled that a company can function like this without any legal ramifications or intervention.
How is it acceptable for a connection to be left virtually unusable during peak hours and still charge for the service? I honestly don't know what to do at this point, I have submitted a complaint with the FCC and Kentucky attorney general as of today but I really don't understand why I have to go to these lengths just to receive acceptable service.
If anyone has any suggestions, I'd absolutely love to hear them because I am reaching wits end dealing with this garbage. |
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| reply to nethe04
Based on your pingplotter results, it's far worst than a "traffic overload" problem. It's likely noise in the line or failing equipment which can take time to track down. |
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delete |
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nethe04
join:2012-02-01
Pikeville, KY | Just for the sake of completeness, Suddenlink performed a node split for the area that seems to have solved the problem for now. |
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