Miami Beach, FL
Terrible reliability in Miami Beach
Over the past two weeks my Internet service has been horribly unreliable, with my modem rebooting multiple times per day or experiencing T-3 timeouts which interrupt my ability to use the Internet.
I've tried calling a few times and each time there seems to be some kind of "maintenance" or "known issue" going on. I got fed up and called again today after another outage, and this time I have a tech coming out to see me tomorrow.
Is this happening to anyone else? Has anyone had luck getting some credits for periods of poor service such as the one I am experiencing?
T-3 timeouts seem to be the norm down here in South Miami, even when using a modem provided by ABB. Streaming video is typically interrupted 3-5 times an hour for 5-15 seconds at a time while the modem reboots. I long ago stopped calling support about this because all they ever did was use one of two excuses: 1) Nobody else is reporting an issue so it must be you; and then they'll offer to roll a truck 2-3 days later, or 2) If it's between midnight and 6AM I get the "maintenance window" excuse.
A few years ago after Internet/TV/Phone were all down for about three days I called in to request a credit, was eventually told I'd get one, but it never actually happened. After a month or so of followup calls I lost interest and gave up.
I hope you have better luck than I've had.
Miami Beach, FL
Unfortunately my reliability hasn't improved. I've called a couple more times, and one time got the "maintenance in your area" schtick. The second time I assumed there was more maintenance going on. After over 12 hours of unusable Internet I finally lost patience and called, only to be told that it was only first reported a couple of hours previously, and that they were "working on it." (Next time I'll try to call it in right away to have the issue logged.)
When the situation wasn't resolved the following day, I called again, and this time they scheduled a truck roll for two days later. Predictably, later that day the situation resolved itself.
I now have a technician scheduled to come tomorrow to test a cable modem that is working flawlessly. I realize diagnosing intermittent issues are very difficult - any suggestions on things I can do to get him/her to help identify the reliability problem and get it resolved once and for all? My downstream signal levels are fine, but upstream power level bounces between 48 and the low 50s, which is technically "just" in range, but I suspect when things go bad it might be edging just out of range. I also wonder if the upstream SNR (which I can not view from the cable modem stats) is also showing problems on my node.
If this technician isn't able to help, is there any way to escalate to someone in ABB engineering?
We can put your modem on a 10 day monitoring that will poll the service levels of the modem in 5 minute intervals. Our normal data is polled every couple of hours. Signal levels fluctuating could cause problem, but in my experience most peoples signal levels move a little. 48-50db isn't a big swing, and honestly the system in miami tolerates as high as 54db without issue regularly.
The technician should still do a few things even if it is working at the moment he arrives. We do understand intermittent issues happen. Usually they check levels at several points, replace f-connectors (most common failure point) if he can't find anything else.
I would suggest you call after your visit from the technician, request the modem be put on 10 day monitoring (we call it probation) and we can look for more information to try to identify the problem if it persists.