Topic 'Re: [Speed Issues] Hitting a new low with charter.' in forum 'Charter Internet/TV' - dslreports.com

Re: [Speed Issues] Hitting a new low with charter.

Wed, 28 Nov 2012 11:28:08 EDT

grimalkin74 posted : Well the problem is being looked into now, which is good. One thing I would suggest to all of you who have problems with your cable, that are longer term *more than a day or three* Call your city and find out who holds the franchise license. Then call them and let them know. Complain here to the Direct folks as well I did that and well after a few weeks of wait, I FINALLY got a call yesterday. I'm not backing down from the problem since its clear at least to me, that they've got major issues in my area.

For a long time I was not to keen on the idea of broad band being considered a Utility, now, I'm starting to see why folks think it should be.

Re: [Speed Issues] Hitting a new low with charter.

Tue, 27 Nov 2012 12:10:54 EDT

lineofsight posted : I recently went through a similar issue. Your .36 sounds like what I saw if it worked at all.
The download seemed wonderful, always exceeded the 30 megs.
The upload would be virtually non-existent. On most of the speed test sites, it would error out from waiting for the upload to begin.
I could tell on charter's speed test that the ping time was erratic, and on the pingtest site it would show lost packets.

My first attempt to repair was a modem swap. No difference.
(I decided to try that first as at my Mom's house I once saw Zero upload and I decided to upgrade her from a DPC2100 to a SB6120, the problem never returned.)

On the first call, I told the rep that upload was non-existent and emails could not be sent. VOIP calls would ring, as soon as you said hello, the call would drop.
A tech visit came next.
Of course, while the tech was there it worked fine. He did tell me that a node nearby was having problems, but the issue was cleared about 1/2 hour before he arrived. I accepted this as plausible.

Later that night, problem re-appeared.

Next day, I contacted via Charter Direct, another tech responded on a Saturday.
Of course while he ran his tests it was fine again. He went outside to make a call as his Sprint phone wouldn't work in my house. When he came back in, he told me again about the node issue and it was now OK.
I asked him to run a test on the line again, since I was now experiencing the lousy upload. He connected his box, saw the packet loss.
He called someone else who looked at the node remotely and saw the issue. Common Path Distortion. He also said nobody else had complained, because most people don't use VOIP and only notice the download speed.

On Monday, the bucket trucks were in the neighborhood, I did not see what they did, but my problem is gone, has not returned.

The follow up by Charter Direct was very nice.

Re: [Speed Issues] Hitting a new low with charter.

Tue, 27 Nov 2012 05:47:48 EDT

cork1958 posted : Yep,
Time to try the »/forum/charterdirect. :D

Re: [Speed Issues] Hitting a new low with charter.

Mon, 26 Nov 2012 22:37:11 EDT

horseathalt7 posted : said by emak:
It's funny how they don't deliver what they advertise, but they want you to deliver payment in full every month, isn't it?

100 % TRUTHFUL OBSERVATION.

That makes them quite the hypocrites doesn't it?

If they can't deliver that they advertise that would be FRAUD wouldn't it?

Nobody is saying that there won't be technical issues from time to time but if a company cannot deliver what they advertise at least 80% of the time, I believe they are committing fraud.

Re: [Speed Issues] Hitting a new low with charter.

Mon, 26 Nov 2012 20:42:06 EDT

mmainprize posted : Nothing is 100% so if you have issues you must try and work with the ISP to correct the issues in a timely manner.

I have been in both camps before, the one where month after month it has issues and never get corrected, and then the other camp where you report the issue and someone verify's the issue and then works to correct the issue in a reasonable time.

Each person has a different level of expectations and it is up to them, when enough is enough. I can tell you after having 6 months of trouble on a dial-up connection many years ago and finally changing to a different provider that work good, i found that if you give them a few months to fix it, and it still is not fixed, and you have not been given a ETA, when it will be fixed, then it is time to see if the grass is greener on the other side.

Some company's will take for every to upgrade an area that needs it and if that is the problem it could be many more months of bad speeds and connectivity.

Re: [Speed Issues] Hitting a new low with charter.

Mon, 26 Nov 2012 15:22:32 EDT

whoaru99 posted : Yeah, if there is an ongoing problem it needs to be resolved.

That said, here's a blurb from the residential service agreement. The capital letters are Charter's, not mine.

CUSTOMER UNDERSTANDS AND AGREES THAT CHARTER DOES NOT GUARANTEE THAT ANY PARTICULAR AMOUNT OF BANDWIDTH ON THE CHARTER NETWORK OR THAT ANY SPEED OR THROUGHPUT OF CUSTOMER’S CONNECTION TO THE CHARTER NETWORK WILL BE AVAILABLE TO CUSTOMER. Customer understands and agrees that the speed of the Service provided at Customer’s site will vary depending upon a number of factors, including Customer’s computer system(s) and associated equipment, Internet traffic, and other factors such as system capacity limitations, governmental actions, events beyond Charter’s control, and system failures, modifications, upgrades and repairs.

To me the intent of this is to say that generally you receive the service you subscribe to, but at any given moment in time there is no guarantee you receive that, using the examples listed.

It has been my experience if you don't significantly receive the service to which you subscribe and it is Charter's fault, you can/will get a concession on your bill if you ask and can make the case (service logs/call history, Charter support chat history, etc.). I would not consider posts on the open forum as sufficient documentation, but certainly those on Charter Direct forum.

So, even if calling in doesn't directly resolve your concern it is important because it develops and documents the history of a concern.

Re: [Speed Issues] Hitting a new low with charter.

Mon, 26 Nov 2012 15:10:00 EDT

emak posted : It's funny how they don't deliver what they advertise, but they want you to deliver payment in full every month, isn't it?

Re: [Speed Issues] Hitting a new low with charter.

Mon, 26 Nov 2012 11:59:21 EDT

grimalkin74 posted : Thats the thing, I can be playing my Internet radio, have my browser up and playing one of my games and it will do it. Or litterally it can have nothing going and do it. the Log to the modem has several T-3 time outs on it which make me wonder.

When it works, It works great, when it dies, a 56K modem can out run it.

Re: [Speed Issues] Hitting a new low with charter.

Mon, 26 Nov 2012 05:01:38 EDT

cork1958 posted : What other programs/services are you running that might restrict upload?

Upload is very picky about how well it runs if you have other programs and what not running.

I can get very close to my 4meg upload and I even have that restricted through my router due to using Vonage/VOIP phone service.

As suggested though. Try the Direct forum.

This speed test is actually a hair slower than per usual though.

»speedtest.ookla.com/result/1894215184.png
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Re: [Speed Issues] Hitting a new low with charter.

Sun, 25 Nov 2012 22:35:38 EDT

Red Green posted : Try here »/forum/charterdirect. I've had good luck using the Charter Direct forum.
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Re: [Speed Issues] Hitting a new low with charter.

Sun, 25 Nov 2012 21:45:30 EDT

grimalkin74 posted : I'm investigating that now, trying to find out how that does in our area. One thing is for certain; Charter, has no concern for lousy service at all.

Re: [Speed Issues] Hitting a new low with charter.

Sun, 25 Nov 2012 21:30:50 EDT

iwinrar posted : Time for some DSL.

[Speed Issues] Hitting a new low with charter.

Sun, 25 Nov 2012 20:21:09 EDT

grimalkin74 posted : So I've been having LONG term issues with Charter and upload. And again, only my upload dies, download is fine, better than fine in fact. So when I finally get to an agent, I was told

Upload is not guaranteed.

Are you serious? I PAY you for 30/4 but as long as I have download, I'm ok? .36MBPS is not ok, its not what I pay you for, I pay, for 4mbps. To be honest, I don't bitch if I'm over 3, I'm happy at that point.

This is insane. I'd call the franchise rep, but last time I left a message, they never called back. I litterally was speachless when I was told that. I could not believe it....