mtf06
join:2006-09-28
Reno, NV Reviews:
 ·Charter
| [HSI] Problems with internet/phone Ok, how do I begin....
First off I just moved to Reno, NV about 3 weeks ago.
I subscribe to internet (100), Cable Tv and phone through Charter.
Since I moved in I have NEVER had so many problems with my internet and now phone dropping out.
I have had approx. 6 appointments with charter techs.
Each time they came out they could see I was only getting approx. 20-30 meg down during the day. They say they think they fixed the problem and leave. At night my internet drops down to 2-5meg down, yes I said down. Upspeed always remain perfect 5meg.
3 days ago a supervisor and tech came out and swapped the single modem/phone adapter out for seperate modems (phone and internet). They tested it and finally saw 90 meg then they even saw the drop to around 50 meg and said "you're always going to see different speeds" and left their phone numbers and told me to call when it happens again. I did call yesterday and left message on supervisors phone.
Today I get a call from the tech that came out with supervisor other day and he told me to call him at night when it happens again.
Lastnight was a major problem, internet dropped to only 3 meg down and called tech support and I could hear him choppy because my phone was also affected. So he scheduled another tech appointment.
What am I supposed to do when they keep sending out techs and they say "everythings fixed" or "some kind of problem outside" and they never fix the problem?
Our whole family is getting upset because we have problems with phone and kids cant play online gaming with out red pings or getting disconnected?
One "corporate" tech told me to downgrade to 30 meg since I wasnt seeing 100. But thats not a solution because at night I cant even see 10 meg.
How far must I take this to get it fixed? I pay around $200 a month for what?
What are my options?
Thanks |
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| Did you call billing and tell them you want a credit for all the problems ? |
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mtf06
join:2006-09-28
Reno, NV | Yeah they issued 2- $14 credits. |
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zed260Premium
join:2011-11-11
Cleveland, TN | reply to mtf06
charter direct should be able to get it fixed |
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mtf06
join:2006-09-28
Reno, NV | Yeah I contacted them but they said since I called Corporate then its pretty much out of their hands because they have similar access and pretty much told me to consider topic closed. |
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zed260Premium
join:2011-11-11
Cleveland, TN Reviews:
·Charter
| said by mtf06:Yeah I contacted them but they said since I called Corporate then its pretty much out of their hands because they have similar access and pretty much told me to consider topic closed.
one other option since it effects phone is file an informal complaint with the fcc they act quick then |
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mtf06
join:2006-09-28
Reno, NV | Thanks zed, Im going to look into that. That does make since though. To fix my telephone service will (should) fix my internet problems. Hmm  |
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zed260Premium
join:2011-11-11
Cleveland, TN Reviews:
·Charter
| said by mtf06:Thanks zed, Im going to look into that. That does make since though. To fix my telephone service will (should) fix my internet problems. Hmm
fcc can handle internet or if i was you id mention it in the complaint atleast |
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mtf06
join:2006-09-28
Reno, NV | I took your advice and submitted it.
Heres my crappy speed
 |
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| Darn! I'm only on the 15/3 plan and I wish I had your bill and speed!!  [/sarcasm]
Last Result:
Download Speed: 21.43 Mbps (2.68 MB/sec transfer rate)
Upload Speed: 2.73 Mbps (0.34 MB/sec transfer rate)
Latency: 19 ms
Saturday, September 22, 2012 12:30:45 AM
Test ran at 12:31am EST.
I wish you luck on your issue.
Posting this from one totally screwed up computer I'm working on.
--
The Firefox alternative.
»www.mozilla.org/projects/seamonkey/ |
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mtf06
join:2006-09-28
Reno, NV Reviews:
·Charter
| Here's my updated speed results at 10:27PM
Yeah it sucks to have an upload faster than down.
What really sucks is they have been out 6-7 times like I stated above.
Right now I wish I even had your 15Meg speed cork lol |
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zed260Premium
join:2011-11-11
Cleveland, TN Reviews:
·Charter
| said by mtf06:Here's my updated speed results at 10:27PM
Yeah it sucks to have an upload faster than down.
What really sucks is they have been out 6-7 times like I stated above.
Right now I wish I even had your 15Meg speed cork lol
there get it fixed if not in a month if it was me id file a formal complaint etc
one can force them to get it fixed exspecialy on phone portion |
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| reply to mtf06
I agree with what has been said above, they should not be saying it is fixed either, as by now they should no there is a problem.
But i think to be fair, How long has service calls been going on for the 6 or 7 visits that is.
Because a major problem, that is just now being identified (push up to corporate) will still take some time to troubleshoot and FIX. This sounds like a possible overloaded node. In the case of overloaded node a plant/system upgrade/buildout is needed, equipment (ordered and received, or borrowed) and resources need to be scheduled. If this is an older system then other parts might also need to be upgrade at the same time and that may need more equipment and/or software and scheduling. I don't know how long work like that takes on average but I would guess at lease a few months if not longer, i am sure others might know and reply with there best estimate.
Granted it should never have gotten this bad either. |
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