http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27704840 en Sat, 18 May 2013 23:21:19 EDT Sat, 18 May 2013 23:21:19 EDT http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27733957
Great service for a couple months...then that "4% packet loss" kink appears (in which case, if you start posting links to pingtest.net, they will typically start to blame equipment that is "beyond their control")]]> http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27733957 Fri, 16 Nov 2012 11:34:38 EDT http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27729312
and for tonight,
[att=1]

]]> http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27729312 Wed, 14 Nov 2012 23:58:52 EDT http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27719302
Now that I'm in my new house, and have had NO issues for several days I'm happy again. The Install Tech was flat out awesome and did exactly what I needed/ wanted. The only hitch, was the equipment turn in, I didn't get a receipt on my end, which was stupid, but I did get the tech number and name of the tech which should cover me, I hope.]]> http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27719302 Mon, 12 Nov 2012 11:08:05 EDT http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27716349
]]> http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27716349 Sun, 11 Nov 2012 03:48:53 EDT http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27709868 http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27709868 Fri, 09 Nov 2012 00:48:05 EDT http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27709851
[att=1]

I've received a few "it's not us, it's your equipment" excuses.
- One day it was the router. "Oh, it's not rented from us?"
- Then it was my wireless APs. "Oh, it's not built in to the unit rented from us?"
- Then it moved on to my PCs. "Isn't this a server?"
- ...and the switches. "Are you sure this isn't a router?"
- ...then the network settings. "Static IPs and DNS on your LAN?"
- ...after I recorded a whole 4 days of dropped packets with software: "We can't accept this as evidence - your testing software is too sensitive"
- Moving to the outrageous: "Try using another ethernet cable, like the one we supplied in the box"
- And the final injustice: "Maybe it's your power outlet?"

We should start another thread where people post their most outrageous experiences with level 1 tech support calls and onsite techs.

]]> http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27709851 Fri, 09 Nov 2012 00:35:13 EDT http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27709491
I still have a higher than normal ping latency time and it seems that Charter wants to call it "normal" or within spec...

That is a disgrace about you having to demand a credit even though they are obviously not providing the service you are paying for on a regular basis.

On top of that the new CEO at Charter Tom Rutledge is going to help us all out with a take it or leave it price as current customers after our promos are up. LOL I'm sure that extra cash will go to improve the system maintenance..right? ]]> http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27709491 Thu, 08 Nov 2012 21:49:49 EDT http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27709451 http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27709451 Thu, 08 Nov 2012 21:36:05 EDT http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27706026
»www.pingtest.net/result/71934895.png]]> http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27706026 Thu, 08 Nov 2012 01:32:11 EDT http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27706000
I've heard whispers of similar Charter issues in talking to people around town (not to mention troubleshooting the same issues in the course of my daily work at local businesses - but they've got business contracts, so their issues usually get fixed fast). Perhaps we should rise up and go protest at the local Charter office in SLO? :)

In other news, my line has gotten progressively worse tonight - now I'm at 9% loss. I'm beginning to think that this latest outage is due to a combination of fog, cold air, and proximity to salt water; it's either that, or Charter is trying to drive me out of town and back to a place where fiber-to-the-home is the prevailing home broadband solution.

]]> http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27706000 Thu, 08 Nov 2012 00:58:38 EDT http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27705961 http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27705961 Thu, 08 Nov 2012 00:27:32 EDT http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27705823
- Great service, then suddenly one day - 4% packet loss (like today!)
- I call to complain, and a tech is dispatched. Since the problem can be intermittent, they're never around when it's at it's worst (in the PM). I've heard that they're limited in what steps they can take to resolve the issue, so they'll usually blame the modem/router/ethernet cables/coax/laptop, power cycle the modem, leave their supervisor's cell number, and call it a day.
- I come back home that evening, nothing has changed. I call the supervisor, leave a voicemail. Usually no return call, so I have to call the main support number again. (Good thing it's still in my "recent caller" list on my cell phone, because I can't look on their website for the number!)
- Another tech is dispatched, another cable is swapped out, the same steps are repeated. Quite possibly, the only reason my employer is OK with these repeated last minute AM appointments is because I work in IT, so having connectivity in the PM at home can be crucial.
- This can go on for months - then, one day, everything goes back to working fine again. No explanation, no onsite tech visits.

The longest I've gone with "error free" service is around 6 months. Actually, there was probably packet loss during that time too, but it was for such a short duration that I didn't want to call support for help.

I'm done ranting for now, but it's good to know that someone else is (locally) out there with what could very well be the same issue.]]> http://www.dslreports.com/forum/Re-HSI-Unreliabile-service-with-charter-27705823 Wed, 07 Nov 2012 23:21:12 EDT http://www.dslreports.com/forum/HSI-Unreliabile-service-with-charter-27704840 http://www.dslreports.com/forum/HSI-Unreliabile-service-with-charter-27704840 Wed, 07 Nov 2012 17:48:26 EDT