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jcodling

join:2012-12-27
Reviews:
·Start Communicat..

[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.

BIG thumbs down for Bell. Shame on you.



Glen1
These Are The Good Ol' Days.
Premium,MVM
join:2002-05-24
GTA Canada
kudos:8

Do a tracert to your game server and post the results here...showing where the slowdown is.


jcodling

join:2012-12-27
Reviews:
·Start Communicat..
reply to jcodling

Tracing route to mwomercs.com [70.42.29.74]
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 [64.230.197.5
0]
3 469 ms 539 ms 708 ms dis10-london14_Vlan103.net.bell.ca [64.230.222.1
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 [64.230.186.23
4]
8 779 ms 908 ms 878 ms global-crossing_bxz-chicagodt_peer.net.bell.ca [
67.69.246.34]
9 699 ms 831 ms 939 ms 64.214.150.82
10 1451 ms 1483 ms 1306 ms border1.te7-1-bbnet1.tor001.pnap.net [70.42.24.1
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 [70.42.29.74]
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 [64.230.197.5
0]
3 10 ms 15 ms 13 ms dis10-london14_Vlan103.net.bell.ca [64.230.222.1
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 [64.230.186.23
4]
8 31 ms 29 ms 30 ms global-crossing_bxz-chicagodt_peer.net.bell.ca [
67.69.246.34]
9 62 ms 62 ms 68 ms 64.214.150.82
10 61 ms 62 ms 62 ms border1.te7-1-bbnet1.tor001.pnap.net [70.42.24.1
32]
11 * ^C


jcodling

join:2012-12-27
Reviews:
·Start Communicat..
reply to Glen1

said by Glen1:

showing where the slowdown is.

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.


Thane_Bitter
Inquire within
Premium
join:2005-01-20
Reviews:
·Bell Sympatico
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.


jcodling

join:2012-12-27
Reviews:
·Start Communicat..

1 recommendation

Link to my test results.

I just ordered cable internet from Start this morning. I get it next Monday then I will torture test it so I can be sure about it before the 30 day guarantee.



Thane_Bitter
Inquire within
Premium
join:2005-01-20

Wow it’s totally f'd up, after a few days you might see more of a pattern emerge though it looks quite random at the moment.

Good luck with the tests.


jcodling

join:2012-12-27
Reviews:
·Start Communicat..

1 recommendation

reply to jcodling

So...

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.

My test history: HERE

DSL Reports Speed test:
1st: 627 kbps down / 489 kbps up
2nd: 620 kbps down / 578 kbps up

Bell speed test: 5.84 Mbps down / .58 Mbps up

Speedtest.net: HERE

I asked where the bell test is routed from and it is inside the bell infrastructure so that means that while I stay inside bell's intranet I'm ok but if I want to use the INTERNET I'm screwed.

I was told that since the bell test shows good that they won't do anything about it yet my connection to the actual internet is absolute crap.

I've been abused enough. I'm done with bell. In my experience all they do is call you and blow sunshine up your rear. They use pretty words to tell you that you are screwed.

F you bell. As contracts are due I am leaving you.