| [Speed] Very slows speeds two days after install I had the 15/2 service installed on Tues. and today while working from home, I noticed connections getting slower and slower. By 5pm, I was getting less than 1Mbps down and RDP connections were timing out.
I've chatted with tech support and they basically had me connect to the modem and power cycle everything.
My SNR is at 35.4dB which should be in the 'OK' range, but I'm getting 5-20% packet loss and 100+ms ping times across 8-9 servers in my area using pingtest.net and speedtest.net.
I've got a dispatch setup for Monday morning but these speeds and latency will make working from home tomorrow nearly impossible.
Does anyone have any suggestions?
Thanks. |
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| Please PM me your cable modem's MAC address and your current public IP (»whatismyip.com) and I will look into this for you. |
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1 edit | I live about a mile from InspectorK in the same town
I had the 15mb down 1.5mb up installed today. The technician installed everything and checked my signal. I'm having the same problem, except mine has been slow from the start.
Speedtest.net 2.09mb down 1.5mb up, Speakeasy 2.7mb down 1.5mb up. With different servers on each. 89ms ping.
I'm pming you my info. |
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| Any update on this? Seems a whole town with horrible speeds and pings is something that shouldn't go ignored. Especially with 2 customers that are less than a week into service. |
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| I had a tech out yesterday morning. He stated that node 2(the one jordanaustin and I are on) is over loaded. They are supposed to be opening a few more channels some time this week. He wasn't able to confirm what day that would be working on it though. |
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| The maintenance was performed early this morning to alleviate the congestion. You two are on a completely different downstream and currently has plenty of bandwidth. I'll check it again Monday to see what it looked like over the weekend during the peak-time utilization. |
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| Here's a link to my speed test results since I've installed SuddenLink.
»dl.dropbox.com/u/23787379/Speed%20Tests.xls
Before and after the maintenance hasn't seemed to make a difference on my end. Still using channel 2 and seem to be using an ip address from the same subnet I had before. Don't know if that tells you anything.
I average 1-4 mb down, while my uverse averages 11. I don't leave any of my machines on suddenlink just because of how much slower it is. So I plugin to it once a day,about half the time do a modem reset in case anything is happening on the back end, then do some tests. I try to always pick random servers for more accuracy. I then unplug that PC, plugin to my ATT and do the same tests. Sometimes the burst down can hit 15mb, but it's not worth the consistently slow and the latency being twice to 4x the ms of my DSL.
I've still got 21 days left on my 30 day money back so I'm giving suddenlink every chance I can to straighten things out. It is getting rather exhausting having to constantly contact support who tells me nothing is wrong, contact on here who also says nothing is wrong, then try to make it down to the local office who is only available during times i'm out of town working.
At first the local office was telling me they were going to do an upgrade and my node (2) was having problems, now I haven't been able to get down there because they are closed on weekends and I was working on Friday. I'm not trying to be a jerk or anything, I'm just trying to do everything I can to let everyone know my service still isn't close to what they promised since it was installed. |
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| The only 'promise' that is made is that you'll have 'speeds up to xx mbps'. Your service may be taking a giant crap on you, but residential (not sure of commercial contracts) users are not promised any minimum speeds. |
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| reply to InspectorK
Last week's maintenance fixed quite a bit but there is still a problem. You are on a different node now and we're discussing further options to help resolve the current problem. |
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Reviews:
 ·Suddenlink
| reply to moldypickle
said by moldypickle:The only 'promise' that is made is that you'll have 'speeds up to xx mbps'. Your service may be taking a giant crap on you, but residential (not sure of commercial contracts) users are not promised any minimum speeds.
I don't think they are mostly concerned with the speed. Its the fact the connection isn't stable at all. I'd be complaining too if a simple remote desktop session was timing out on a 15mb line. |
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| reply to SDL L3Tech
Went to local office on Monday. Scheduled tech for this afternoon.
Took off work again, tech shows up today. SNR is good, but he says my signal isn't good enough and I'm showing errors. Thinks it could be water on the lines running on poles and to my house.
Did some work on the lines and fixed something but still showing problems and connection is still slow and inconsistent. My channel 2 upstream is at 26 dBmV which he says needs to be a minimum of 36. If that's the case I'm not sure how no one noticed it until now with all the calls, visits, web chats, etc that have been done, info is right there on the signal page of my modem.
Supposedly one of the backbone guys is going to be working on the run tomorrow to my house and troubleshooting what is wrong. I won't have any way to know if or what was done until Friday when I can take off work to go to local office. |
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| They probably won't be able to tell you at the office what the plant guys done to the line. Wouldn't take off work just to do that. |
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| reply to SDL L3Tech
said by SDL L3Tech:Last week's maintenance fixed quite a bit but there is still a problem. You are on a different node now and we're discussing further options to help resolve the current problem.
They performed another maintenance on the morning of the 7th that has alleviated the bandwidth problem with the node you two were on. |
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| To alleviate having to wait another weekend I ran home real quick and ran some speed tests to see if anything was fixed.
A technician was working on my street yesterday but left without ever talking to me so I'm not sure the current status of that fix, or if it even pertains to the speed thing you mentioned.
My previous link is still valid: »dl.dropbox.com/u/23787379/Speed%20Tests.xls
03/08/2013 - 10:00 AM
15 meg Suddenlink
ST: 74 ms - 6.02 mb down - 1.59 mb up
ST: 7.51 mb down - 1.58 mb up
PT: 65 ms - 2 ms jitter
12 meg AT&T
ST: 25 ms - 11.36 mb down - .93 mb
SE: 11.26 mb down - .94 mb up
PT: 19 ms - 3 ms jitter
Here is my signal page from the very first day I had SLink installed two weeks ago:
»imgur.com/9RA8tKV
Here is my signal page taken today after all these updates:
»imgur.com/rcXPhj6
I'm going to stop by the local office again to see if there's anything I need to be doing or try and get some kind of update again. |
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| Holy crap, I'm honestly surprised your modem is even connecting. With that upstream power level, you shouldn't even be online, lol. Downstream power levels are also very close to marginal. Is your modem on a direct line to the main splitter outside in the box? |
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| The tech was honest with me, it's a problem with the lines leading to my house. He even said my signal is worse than my modem is reporting, it's more like 24.
It's hard to get updates and support, but I'm glad to hear the right people are on it and working on it now. I don't have any clue why support multiple times over the phone and web chat connected to my modem and said everything was fine. Even the original installer didn't say there was a problem with signal.
Hopefully they will get it fixed this week. |
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| reply to InspectorK
Came home to a $159.83 bill tonight. Wife is pretty pissed because we still don't have internet or TV since I haven't bought a cable card while waiting to see if they fix the internet.
I hope they will still honor 30 day money back since I've only had bad internet service for 2 weeks and already owe $59.83 minus my 100$ deposit. |
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| reply to InspectorK
Hello Jordan, I PM'd you with an update on our findings. |
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1 edit | It appears all issues are resolved after 3 weeks.
The local office ran a 200ft temporary line while they fix the main line that is dropping signal from my house.
I've also heard at the local office there's an upgrade happening this Wednesday. Service seems pretty fast but inconsistent.
SDL L3Tech has also informed me of some more work being done on the backend.
For now the service is use-able and the company seems dedicated to fix issues. I also now have a couple ways of getting ahold of support so hopefully only small problems or none from here forward!
EDIT: It's back to 1-3 megabit down again tonight (03-19). I switched back over to my 12 meg DSL, Debating cancelling again. Another night talking with support, another tech scheduled, more time to take off work, fun times. |
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| reply to InspectorK
Hello Jordan, the second upgrade was completed today. Please retest and let me know how it is. |
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