US Cable Support > Suddenlink > [Speed] Very slows speeds two days after install

reply to SDL L3Tech

Re: [Speed] Very slows speeds two days after install

Technician was at my house today. He said i'm barely within the signal limits of getting service. He tweaked it and it's working again for now, but still bouncing around.

Currently they are replacing lines in town, he wouldn't give me specifics or an ETA so i'm not sure when the service will be good but said that "this is why they are replacing lines".

Do either of you two have phone service through them as well. If so with the "line issues" with slow internet does telephony link to the call server?

Looks like your issue has gone on for a month.

Milking you past the 30 day "guarantee" I see.

Definitely empathize with the conflicting information.
I've gotten misinformation in all instances.
Call Center Tech vs Call Center Tech
Field Tech vs Field Tech
Call Center vs Field Tech

I am glad you have a suddenlink rep on the case from this forum, too bad they all have ignored my threads/contacts. Since our phone issues have gone on for years, internet for 3 weeks and now 4 days suspected TV service both Analog/Digital (thought it was them working on issue but the field tech denied it, but still might be true {see conflicting information paragraph})
I SUSPECT they all are afraid of tackling this issue and not be able to get it done since nobody has gotten it done so far.

I Wish they had a NOC that should verify what I'm seeing but that's one thing they say they don't have (I believe it's complete BS).

The NOC should be able to see I'm online but mta is not linked to call server (Guessing not getting appropriate DHCP information to move on to TFTP/call server linking). But everybody says if it's online the phone is working.

The NOC should be able to verify people's guesses of a "congested node".

No I do not have phone service. It wasn't available the day it was installed and luckily I get cell signal at home anyways.

I feel your pain. I don't have TV or internet working right and It's now been 30 days since install.

Here's some of my problems:

- Local office and support are two entirely different things. They don't talk to each other or have any idea what the other is doing or what's going on.

- I have no ticket for any of the issues I've experienced since beginning. No way to track where we are, what's been done, how much crap has gone in (starting over a lot).

- Sure support is open 24 hours a day but they have no idea what's going on and just keeps sending techs.

- Techs are only available M-F 8-4:30 when I'm busy M-F 7:30-5:30

- There is no way to call local office and when they say they will call me with updates they don't.

- Techs are scheduled for the afternoon but they show up at 3:30 or sometimes 4+. So as soon as they hit a snag, "well we'll have to check into this another day because office is closed".

- SDL L3Tech occasionally chimes in, but doesn't follow up often.

- I have no ETA on fix still to this day. I've had about 5 ETA's on fixes at this point, but none have worked. I keep thinking finally we are fixed, then that night, nope start over.

- My 12 meg ATT is faster, but yet a SLink sales rep told me when I was signing up on and on about how much faster this will be because I'll actually get the advertised speed.

- No refunds yet anywhere. I've spent over 200$ on bills, 100$ on modem, 200$ on cable tuner.

- Argued with support tonight about my cable card, still don't have TV working a month after install. First cable card dud, second cable card I only get SD and locals in HD, but rep says it's my equipment fault and wants to schedule another tech which means another day off work. The error i'm getting is not subscribed to channel, call cable provider lol.

- Currently downloading a file at 3mb with about 10mb bursts. Chart looks like a mountain. I still have ATT though so I frequently switch back over to a rock solid 11-12. Just costing me an extra 40$ a month.

- Took 1 whole day off for install in case of problems. A month ago, but it was installed then guy was gone leaving me with problems and telling me to call main office.

- Took 2 more days off total between half days I've taken off for this issue. (24 hours of vaca/missed work burned away and counting).

- 30 days money back as of tomorrow claimed, except with how many phone calls, emails, posts, research, meetings, money spent, time off, I've invested so much at this point I don't want to throw it away.

I keep thinking if we can just get it working then I'll be done and I can just have service for years. But from what I can tell the node is having serious issues even though nobody will admit or be real with me. Although I see trucks still installing more and more all over town, seems like they should stop until they can get what they have working solid.

DONT LET THEM TELL YOU IT'S YOUR OWN PERSONAL EQUIPMENT UNLESS THEY HAVE PROOF

I have spent over $3000 on routers, phones, cat 5 and 3 cables and they are all perfectly fine working at suddenlink houses friends/acquaintances.
I have Signatures from techs that buying XXX brand xxx model xxx version at xxx place (online and local) will fix the issue. Not going to to sue for equipment i can give away or currently in use but if we cancel i will bring everything unused in the bin to them and demand money if not I've already got a tort lawyer whom is also my baby momma lawyer still have credit on retainer and spent an hour of it discussing the situation he is thinking pie in the sky class action but needs to have his monkeys do more research but "FCC states minimum of 4 Mbit and they didn't maintain that and still charged you" maybe you can get this internet for free (keeping the ATT)until they fix the issue.
It's morally right.
But Money tends to be the important thing on immoral people/company.

Awww, Man I understand the investment in time. You can or probably have checked out my situation rant.

I had a magic reboot that "Magically" fixed the issues still drops to 5-8 Mbit but that is acceptable and what it was before. Nobody knows what happened. Supervisors Field/Center everybody says looks like your internet is fixed call back if it happens again.

Sure call back for another 3.5 week issue, and ongoing for 2+ years with phone and no answers. I want answers. If we know what happened we can PREVENT it from happening again.

Weather it be some other tech did something working on another persons issue, caused my issue. Overloaded node

After making that an issue and a customer for 22+ years finally got a local Field Supervisors, and His office supervisors HOME phone # (not BS office/SuddlenLink Cell phone to be ignored) where i am free to call at any point in time for problems.
I was surprised, but she beat me to my thought.

"I don't want to be woken up at all hours of the night every night or randomly I want it fixed so you won't wake me up"

I said the issue is not fixed until i get answers to my questions WITH PROOF and it doesn't come back for 30 days. She has till next Friday to give me the NOC's or some equivalent/acceptable findings on both phone/internet issues.

After all the conflicting answers and wasted time it has turned into me telling the trained phone monkey let me talk to a monkey supervisor, they want me to hang up and wait for the supervisor to get off his call and call me back, SAY HECK NO I WILL NOT BE PUT ON HOLD FOR LONGER THAN A MINUTE (so they don't handle another call while you are on hold) at a time until that supervisor responds.
It has also gotten to the supervisors supervisor whom I demanded Call them at home and wake them up any General Manager of a place is on call 24*7 Or we are going to read me back my case history WORD FOR WORD and get nothing done (waste my time i will waste yours)
Basically waste the call centers time to not resolve an issue so they cant help other people with easier issues

After doing the above becoming a squeaky wheel got me local persons phone #'s and after i got their suddenlink #'s threatening if i didn't get an immediate response i will call the call center and waste more of their time (of course the call center pressured them) and i got home #'s and am to NOT (she stressed not) give the 1877# a call for the current issues.

Hopefully i get honest answers by next Friday
If i get honest answers i would suggest the above
If i don't then i will be wasting call center times until i get an answer (turns into a 3 hour call (thank goodness i can watch tv while i have them drone out my case history word for word, to make sure the current trained monkey knows whats going on and not to lie and get the ball rolling on getting answers)

They (the smarter ones) bring up sometimes that reading doesn't resolve the issue let me set you up with a field tech. I bring up I have one and this call is about ISSUE #4 Quality of Customer Service/Support not a technical support issue and am making sure that this is a field tech thing but unless they have a department that handles it we are going to remain on the line because it's a phone center issue and we then continue wasting their time.

If i get honest answers would you like me to let you know weather wasting their time worked?

reply to InspectorK
jordanaustin
- SDL L3Tech occasionally chimes in, but doesn't follow up often and doesn't coordinate with local office. (He may actually be but I have no way of knowing).

Hello Jordan. When you first reported the issue you're experiencing I found a problem with the node (and others) and worked with the locals to resolve all nodes. This created an increase of bandwidth usage for the market and caused saturation further upstream. We have since upgraded that and now both problems I found have been eliminated.

With no bandwidth bottlenecks in the path, I have been attempting to find any other problems that would prevent you from getting your speeds but the network path is clean. I see no packet-loss or abnormal latency to your modem from the edge of our network. Also, I have updated you both times I found something and both times we fixed those problems.

TurboNerd
I am glad you have a suddenlink rep on the case from this forum, too bad they all have ignored my threads/contacts.

Hello Turbo. We received your email requesting support on March 19th at 9pm. We responded on March 20th at 7am requesting your account information so we can find your cable modem and start troubleshooting. However, at this time we have not received that information from you. If you would reply to the email or PM me your cable modem's MAC address and public IP (»whatismyip.com) we will be happy to look into your problems.

On a side note, in regards to the NOC comments, I can see everything you're expecting the NOC to see, nationwide.

reply to InspectorK
Jordan, on that note, I found and fixed a 3rd problem. Please retest.

Edit: Please be sure to stop all other activity when running speed tests. I can see you're currently and steadily using 2.5mb+ which would reduce the outcome of speed tests.

SDL L3Tech>>> I apologize, I didn't anticipate a suddenlink.net direct e-mail. I added dslreports.com to the spam filter assuming it would be routed through dslreports.com. (having a hotmail.com account since 96 or 97 when i got a pre DOCSIS pre digital Analog Cable Modem and do receive LOTS of SPAM.

I found Mr. Abel's suddenlink addy but couldn't find one from yours. Can you resend your mail so i have suddenlink addy or do you wish me to use Mr. Abel's.

reply to InspectorK
I personally prefer PM's through DSLReports. However, you can reply to Pete's email and I will get it that way too.

reply to SDL L3Tech
SDL L3Tech - Fixed my post for you.

I'm a network technician for a living so I go into a little more detail than most, and probably most customers don't realize when they aren't getting what the pay for. Average person may want to just skip the rest of this.

Was testing 7 meg - 16 meg yesterday. Tested 6 meg today. I had friends over last night for gaming (I do a couple times a month). The lag got so bad I had to switch back over to ATT 12 meg again.

I run DHCP on my WAN on my sonicwall so it's no big deal to switch over to ATT when I have issues. All my equipment works with zero issues on DSL and has for years. Typically faster at 12 meg DSL than SLink's 15. Even if I just plug modem straight into a PC it's still all over the place as far as speeds, where ATT is solid 11.3ish.

The problem is my signal I guess, I run -9 on downstream and 32 on upstream. Tech himself told me I'm just barely on the edge of getting anything. I was at my uncles house helping with him wireless on Saturday less than a mile from my house and he has 57 upstream. Tests 17.00 consistently with zero problems. Thing is these installers should do site surveys and not install if the node or backbone isn't ready for it, or if signal isn't good enough until they can swap the lines.

I called and chatted for a couple hours to fix my TV today. They want to swap the cable card again and send another tech. There's forum posts all over the place of people having the same issue where you only get the SD and HD broadcast no encrypted. They say just keep calling and checking and swapping.

MY SUGGESTION for anyone looking to get cable, make sure they send someone from the local office to do a site survey first, ask them what the signal is they are getting at the pole and how it compares to what you need to be at. Write it down and check around online from people that aren't salesman or working for the company. Find someone in your neighborhood who has service and have them run speed tests.Take time off work and plan to take more time off if you have snags. It's hard to squeeze in time off to meet with techs and constantly follow up / troubleshoot. Just a ton of avoidable stress. Also plan on shelling out bucks they don't tell you about until it happens, like the deposit. Also tons more bucks for a modem and/or tuner or receiver if you are going that route. Also make sure you can return it, i'm in a bind cause i'm loosing about 15% of what I paid for that junk just to restock and send it back.

I cancelled my service today. It's been a month and I still don't have stable Internet, or signal. I've been trying to get TV on a cable card for a week now. I'll just check back with them once a month or so until they get their signals and problems worked out in my area. Then I'll debate trying again.

If you were on a Doc3 only speed then your signal would be marginal, but at 15 megs you can drop back in standards and that gives you quite a bit more wiggle room in your signal.

On the bit about installers hooking up anyways, well, they are technically within commissioning rates. Either way though, they are simply contractors most of the time and most don't really care what happens to your connection 5 minutes after they leave. I've actually had an installer for SL simply not even show up when I took off work all day and he noted in the log that I was not home. He never even came by. So the issue with installers is pretty hard for SL to do much about unless they wanted to do ALL installs in house and I seriously doubt they would want to hire on that much staff.

I also fail to see what you being a network tech for a living has to do with anything. You haven't referred to anything that the average person on these forums wouldn't understand...
--
30/2 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old

reply to TurboNerd
Turbo man, I hate to say it, but if you've ACTUALLY spent 3 grand on routers, phones, and cabling, you're doing it wrong..... With the exception of possibly trying another 3 dollar cat5, you've been throwing money at the wrong equipment. If you're modem isn't receiving the proper signal and/or speed, the equipment behind it on your lan is irrelevant.

And if you were actually thinking of starting a class action for no minimum guaranteed speed, well, good luck with that. You would not only be fighting SL, but every single other ISP that does NOT want to see a regulated broadband experience. Considering the FCC is bought and paid for by the larger companies, your class action most likely wouldn't even see the light of day. Then there's the likelihood that you wouldn't even be able to participate in a class action as there is probably an arbitration clause in the ToS (would have to read over it again).
--
30/2 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old

Fudged logs>>> I have seen one sit in the alley and when it came close to the end of the service window i went out to the alley where he finally came in. Wonder if he was going to do that?

Lets be clear it's Not my idea/intent just the lawyer doing his own thing "trying to find more money"
My intent/idea was if my father had a heart attack (he is old and old fashoned and after spending the money has me handling the case) and couldn't use the phone.
Although their ToS (i keep thinking The Original Series) ESSENTIALLY states we can't sue due to lack of 911 service for "new" issues that have not been brought up to their attention. But It's been an ongoing issue for years and brought up to their attention with no resolution nor do they know what it is happening and "We don't know" doesn't cover for an answer.
"We know it's a bad connection to your house and that's why its happening and it won't be replaced for 2 more years" would be acceptable since it's known but I never get that answer.

It's intermittent and I believe has to do with linking to the call server/switch, either due to issues from the bad drop they just replaced (in an attempt to alleviate recent slow internet issues) or issues on the server itself.

But Suddenlink's stance to lets look at the inside before we look at the outside.

Heck it took 2 years to replace the drop because that was my suspection since the tv's have DTV artifacting as well.
It never happend on the computer DTV channels and when they hook up their meters saying everything is ok, i assumed it was crummy TV tuners Sharp and some small name company again it's at the parents so not redily available to check
Once they discovered egress/ingress whatever is the drop in signal all the tv channels come in crystal clear the last 2 weeks since replacing the drop after 2 years of wanting to.
With exceptions of last night where the 60MPH winds caused 3 individual instances of artifacting or whatever you want to call the blocking of the picture.

I understand my lan is irrelevant but My parents just let them do their thing just assuming the quote
"It's their equipment they know what their doing"
But that turned into it's not our equipment it must be the phone/router shorting/interfering with the unit
must be the RJ-11 shorting the unit.
must be the RJ-45 shorting the unit
Must be the router putting out too much RF interference/Improper RF interference etc.

And since then I am in the loop in an effort for my parents to not be walked all over by the tech again.

I understand from the beginning it's not on our side of the cable modem/mta but on their side of the cable modem/mta.

I still don't have answers on what happened to magically cause and magically fix the recent internet issues but they are getting a docsis 3 mta device to us so even at the worst per channel 1.5*4 will give us 6 and we won't experience issues if issues exist.

As for the mta we never gone 30 days without an issue so if we get past 60 days we can blame the drop AND/OR soon to be gone 602G. But then again no definite answer.

Who knows how long they would have kept swapping their modem and kept trying to get us to replace our equipment.

Maybe the bad drop caused all those MTA's to burn themselves out trying to increase signal strength.

reply to jordanaustin
jordanaustin>>
Sorry you had to cancel service

I wish we can say they designed their system to handle the full traffic at all times even if 99% isn't utilized to prevent congestion issues, but then the costs would skyrocket.

I wish they do better audits of their system to prevent issues like yours, or at the very least do your recommended site survey. So they can have answers before you question.
Having answers is our issue so i can make an educated decision on why i would recommend them to cancel service.

I with your posts i will definately prey that when SL goes no analog/clearQ here we won't run into your issues.

I don't mind the cable box but that's another confusing remote for the parental units.
(I also don't like the trackers on them anonymous or not. example while visiting relatives in ABQ xfinity was able to tell us the last show we watched before the power supply died in the unit)

Clear channel broadcasting probably won't happen as they'll need to go to switched digital to free up bandwidth. Need a box then for it. Lobbyists are also attempting to get rid of non-encrypted channels all together. Either way, digital is going to be some what more signal quality dependent than analog, so if you have issues, they'll just show up worse, lol.

Clear channel broadcasting & switched digital are new terms to me. (I would like to know more start a new thread or throw an IM if dslreports supports offline IM)
Definitely know Analog/ClearQam will disappear to prevent cable theft which I support.
Just when it will happen here in a low population density city is unknown. Where as the higher population towns normally have all encrypted knowing theft is more prevalent.

I guess you might have a point there if they aren't upgrading the town at all, it might be years before the change. Clear channel/ClearQam, whichever, my bad.

Basic idea of switched digital is that currently all channels are broadcast at same time. Going to switched allows your cable box to call the headend and have the channel "turned on" and sent down the pipe. That way a GOOD 50% of the channels in the line up are off at any given time since no one is watching anyways. This frees up more bandwidth for HD or internet. Downside is you need a box (not necessarily a full blown STB, but a converter of sorts) on every single tv. I'll PM you if you're interested in more (you can send a PM using the little yellow envelope in the bottom of my post beside the time stamp)
--
30/2 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old