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kw3li

@twtelecom.net

Zoomtown slow 600k/400k

Hello everyone

My sister got zoomtown installed in jan. she mentioned it was slow. So after a trip over to do some speed testing its really slow a couple of speed test later 600/600 or 600/400. I called support and after a couple seemingly random modem restarts I got moved to teir 2. Teir 2 offered me a 5 dollar per month credit for the next 3 months. Which I said so does that mean you wont be fixing it. The tech said there is network saturation in that area(oakley/norwood) and they are working on it. I checked yesterday with her and still slow.

Has anyone else had this issue what can I do to fix it. What are the magic words to say to support to come fix it.

Thanks for your help.


CinBell

@cinbell.com
Hi kw3li,

My name is Katie and I work for Cincinnati Bell. We're happy to look int your sister's connection. Please have her email us her account # (or address, if she hasn't received her first bill with her account #) and a convenient contact # to cincinnati.bell@fuse.net. Please include "Zoomtown slow 600k/400k, attention Katie" as the subject line.

Thanks,

Katie
Cincinnati Bell
Social Media Team

CVGNet

join:2012-04-10
Cincinnati, OH
reply to kw3li
CB's old ADSL infrastructure seems to be creaking in some areas.

If the location is in Oakley/Norwood you might want to consider Cincinnati Communications' Broadband via Powerline service. You can check the address here:

»secure.cincinnaticomm.com/activeaddress/

Services here:

»www.cincinnaticomm.com/ServiceAn···ult.aspx

That service is no-contract and can generally manage close to 3Mbps up/down with lower latency than CB's ADSL network. One limitation - no service if the power is out!


kw3li

@fuse.net
reply to CinBell
Katie after talking with someone from support this evening 2/11 they cant help, seems like poor customer service. She keep saying to due to network saturation in the area thats the best we can do. She had no eta to when the problem would be fixed. I understand speed cant be guaranteed but when your quoting 5mbs/768 and she is getting 600k/400k can barely watch a video on youtube let alone the netflix account I got her for christmas its pretty ridiculous. Now i have to convince her time warner wont be as bad.


mifftp

@fuse.net
reply to kw3li
Same types of issues out in Fairfield Township although I wish I was getting 600k. Service here is 250-450k. The techs could suggest nothing more than to reboot my router and then scheduled a service call.


tired of bad

@mycingular.net
reply to kw3li
Same problems in florence/union.

Customer service number is not helpful and may be able to schedule appointment during business hours middle of next week. Real convenient for those who work real jobs.

Had similar issue in December took three days for them to respond.

Already pulled cell service from cinti ball. Waiting for 2 year contract to expire on internet and land line.


kw3li

@twtelecom.net
To me it seems like they have given up on the dsl costumers in hopes that the fiber network will be a viable replacement but the roll out of that has been extremely slow.


Florence

@fuse.net
Oh, their Tech support is terrible. I've been with ZTown for 4yrs now, had not problem until recently. Yesterday, the technician came over this is second time, he had found no problem which i knew that. What all tech support say every time is same thing follow their protocol and never fix the issue, i requested to talk to their supervisor but no allow to. All they ask for is to upgrade the service (asking pay more). Don't contract with Zoomtown, Contract with Insight, they have cable with residencial phone (free long distnace) + 10MB for $43 a month.

mudtoe

join:2005-10-09
Cincinnati, OH
I'm having similar problems, but not as severe as you. However, the 7-11pm time frame is often really bad. Also looks like they have lowered the max speed on everyone who isn't fioptics to 3mb, as even in the middle of the night that's the max I can get, whereas a year or so ago I could get 4.5mb late at night. I too have gotten the customer service run around, even after I showed them some trace route outputs showing that one of their core switches was dropping packets during peak times (they probably already knew that but weren't happy that I figured it out).

I suspect that all the fioptic customers are overloading their core network and so they are responding by limiting the non-fioptic people and not putting money into anything but adding new fioptic customers. Unfortunately I have no alternatives where I live, but if one becomes available I'm gone. I had Cincinnati Bell since I moved here (SW Clermont county) seven years ago, and things were fine, both technically and customer service wise, until about six months ago. Now both suck.

mudtoe

join:2005-10-09
Cincinnati, OH
Looks like they installed a new core switch, as I see a different one on the trace routes now, and the dropped packets during early evening are gone.

grebnar

join:2013-07-01
Cincinnati, OH
reply to kw3li
I'm in North College Hill, and I can't remember the last time I was over 1 mb/s, which is bad enough, but it's throttled every few seconds, to the point where, I can barely download anything at any speed, b/c the connection keeps going dead. I used to get (5 yrs ago) quite a bit better than 3.5 - 4 no matter what time of day.

Funny -- they told me I needed a new modem. Sounds like "tech-support" and "customer service" have a grab-bag of excuses they can choose from, depending on their mood and that of their soon-to-be-former customers. Anybody have any experience with powerline service (i.e. Cincinnati Communications)? Kinda curious about that. Ready to drop these clowns if there's anything more viable in the area.


kw3li

@fuse.net
Yeah you should tell them how you feel with your money tw sucks but their network at least is consistant.

CVGNet

join:2012-04-10
Cincinnati, OH
reply to grebnar
Cincinnati Communications don't have any service in North College Hill.

grebnar

join:2013-07-01
Cincinnati, OH
Do you happen to know if NCH coverage is in the near future? The prospect of a third option in this market is very appealing.


DeathK
Premium
join:2002-06-16
Cincinnati, OH
reply to grebnar
Are you still on the old Cisco modem?

CVGNet

join:2012-04-10
Cincinnati, OH
reply to grebnar
I believe that Cincinnati Communications has been sold. IMHO I suspect that the new owners will want to capitalize on their fiber infrastructure in the existing BPL coverage areas before they venture elsewhere.

grebnar

join:2013-07-01
Cincinnati, OH
reply to DeathK
I had one of those crap Westell Versalink ones. I swapped it for the ZyXEL. It is marginally better. Still getting way less than I was promised, but at least it's usable.