[Internet] Bell Customer Service - Internet Service
For more than four months I have has the same problem every day. Between 11am and 11pm our DSL connection becomes completely unreliable. High latency. Dropped packets.
I've traced it to the first hop out of my modem. I am in Sarnia and the first hop is London for some reason. It is always during the same time period and is every single day.
I have called their customer service (if that is what it really should be called) to no avail. I've been transferred to level 2 tech support. I've been put on hold time and time again. I've been hung up on after waiting 46 minutes on hold. I've posted in the direct support forum here and told that I had to wait until Jan. 7th for a reply. I am losing my patience with them. Right now, yet again, I want to use my overpriced internet connection to play a game with my clan but can't since my pings go from 53 to 2200 with dropped packets in between.
The only reason I've waited this long is that my wife uses the sympatico email address and she is slow to change...
I guess all I really wanted to do was vent and post something so that anyone looking at signing on with Bell for DSL in the Sarnia area would be well advised to steer clear. In September they changed something and everything went for crap and by their lack of action they have no intentions of fixing it.
reply to jcodling Tracing route to mwomercs.com [18.104.22.168] over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 192.168.1.1 2 439 ms 456 ms 624 ms bas3-london14_lo0_SYMP.net.bell.ca [22.214.171.124 0] 3 469 ms 539 ms 708 ms dis10-london14_Vlan103.net.bell.ca [126.96.36.199 37] 4 812 ms 953 ms 945 ms core1-london14_POS8-0-0.net.bell.ca [64.230.158. 109] 5 1144 ms 1097 ms 1002 ms tcore3-toronto12_pos0-4-2-0.net.bell.ca [64.230. 48.73] 6 545 ms 665 ms 780 ms newcore1-chicago23_so2-0-0.net.bell.ca [64.230.1 47.166] 7 583 ms 624 ms 650 ms BX4-CHICAGODT_POS11-O.net.bell.ca [188.8.131.52 4] 8 779 ms 908 ms 878 ms global-crossing_bxz-chicagodt_peer.net.bell.ca [ 184.108.40.206] 9 699 ms 831 ms 939 ms 220.127.116.11 10 1451 ms 1483 ms 1306 ms border1.te7-1-bbnet1.tor001.pnap.net [18.104.22.168 32] 11 * ^C
And that one is mild... At least no dropped packets this time.
Oh look! It's after 11pm. Let's see what happens now...
Tracing route to mwomercs.com [22.214.171.124] over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 192.168.1.1 2 14 ms 13 ms 13 ms bas3-london14_lo0_SYMP.net.bell.ca [126.96.36.199 0] 3 10 ms 15 ms 13 ms dis10-london14_Vlan103.net.bell.ca [188.8.131.52 37] 4 12 ms 11 ms 11 ms core1-london14_POS8-0-0.net.bell.ca [64.230.158. 109] 5 26 ms 27 ms 27 ms tcore3-toronto12_pos0-4-2-0.net.bell.ca [64.230. 48.73] 6 35 ms 27 ms 25 ms newcore1-chicago23_so2-0-0.net.bell.ca [64.230.1 47.166] 7 29 ms 31 ms 29 ms BX4-CHICAGODT_POS11-O.net.bell.ca [184.108.40.206 4] 8 31 ms 29 ms 30 ms global-crossing_bxz-chicagodt_peer.net.bell.ca [ 220.127.116.11] 9 62 ms 62 ms 68 ms 18.104.22.168 10 61 ms 62 ms 62 ms border1.te7-1-bbnet1.tor001.pnap.net [22.214.171.124 32] 11 * ^C
The slow down is right after my router... Always is. Bell tells me once that their lines are ok then on the next call to support they tell me that it is definitely on their end. They don't even know what the hell the problem is and don't want to send someone out to find out.
reply to jcodling For a visual record of this problem try using the smoke ping tool. »/smokeping
Regarding Bell Direct, I don't thing Bell gives them much in the way of resources which unfortunately leads to some delay in replying and investigating problems. However, that said I have been completely satisfied with their work and helpfulness in addressing issues I have had.
Last night I filed a support escalation from the Bell site. A tech called me this afternoon to try and help. The connection was working great at the time so he agreed to call me back tonight. I just got off the phone with him. Here is what happened.