Company Forums » Companies beginning with S » Start Communications > SLOW - 30/2 First few days, now constant 17/1 and below

reply to Gone

Re: SLOW - 30/2 First few days, now constant 17/1 and below

If the fastest Cogeco offers in your area is 14/1 then you are in a Doc 2 area and should have never gotten 30/2 in the first place. I think there was a guy in Sarnia who was getting 30/2 on Doc 2 as well, but it isn't something that would happen under normal circumstances.

We noticed a couple of customers reprofiled on Friday and brought it up with the Cogeco CSG. I am pretty sure the issue is due to their latest tn finally going through their reg group and has hit the portal. The problem is that they use tier #s for their profiles and a new tier 4 was inserted between 4 and 5 and the portal does not reflect it yet. Rest assured we are on it for those affected (and also means free ride in the 20 to 30 upgrade will end this week). CSG said that they were going to have the portal updated on the 1st but the person I work with there said they'd try to get it in Monday. Give me a few days folks and it should be all ironed out. For anyone that had a postal code change from d3 to d2 speed just pm me the pc and I'll double check the database. We just did a big import from cogeco so could be an error but obviously won't affect the actual technology. Nothing evil happening.

Please excuse any thumb typos as on my phone.

reply to dwane
If Doc 3 is officially live in the area you should be good for 30/2, assuming you pay for it of course.

reply to rocca
if thats the i thank you for assuring me that you are aware of the problem and fixing it.
for the record i did pay for the best package so i should be getting 30/2, i wasnt aware there was a 'free' speed upgrade for the next highest package :P
honestly though its good to know that the problem is being dealt with, until now i was only told that the issue was not even really understood.

i was talking to support earlier so would they be calling me as soon as they are aware of the same information you are Rocca?

Yeah it came up late Friday. I should have more details Monday or Tuesday. In the meantime staff have to treat as a regular slow speed ticket.

k thanks for the info. ill be patient until its fixed

i was just really worried more because i JUST switched to start from cogeco :P
but my confidence isnt shattered yet

Thanks and no worries, we'll take good care of you.

reply to dwane

Having the same problem in Kingston, can't get past 16/1. Subbed to 30/2. PM'd you rocca...

Thanks, will review and reply.

reply to ssjenforcer
Just checked mine today and I too am down to 16/1
kinda disappointed. thought when I signed up it said 20/1 but now its showing as 16/1 with my postal code.
thought it would have been longer before I faced my first disappointment with start. I knew the 32 I was getting was a bonus but I still expected to at least get the 20 that I was told when I signed up.
Just editing to say that I am on Cogeco with a doc 3 modem and paying the 49 monthly

thanks Rocca.
love the speedy responses. Customer support is second to none, thats what got me signed here in the first place.

lol strangest error ever but at least its known.
i thought it was strange on the phone with support, and it being my speed literally cut in half. not just 'slow' but HALF lol oh well fixes coming

reply to ssjenforcer
my speed is back!!
thanks start and rocca

Definitely back: