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Gaff
Just like the gypsy woman said

join:1999-09-05
North TX, US
Reviews:
·Suddenlink

Current outage, North Texas

Internet has been working flawlessly for months, especially since the speed bump to 30Mbit. We had a big storm roll through early this morning, and when I got back to the house around 2:30pm the modem was offline and couldn't be coaxed back online.

Called Suddenlink and they said there was no outage in my area. They apparently have a tech coming now to see what's going on. TV is working fine that I can tell, just the modem will not connect at all.

Anyone else having issues today? I'm currently tethering my phone, so my kids are pissed because they have no WiFi.
--
My PC Gaming Blog
»www.unbooted.com



Gaff
Just like the gypsy woman said

join:1999-09-05
North TX, US
Reviews:
·Suddenlink

So when I went to Suddenlink's site under the "Where's my tech?" section (must be new, don't remember seeing it before) it instead says my tech visit is scheduled for Monday, not today.

Just did an online chat and they said they weren't sure why I was told it would be today, but they would try to have someone out here today, regardless.

Not feeling too hopeful about getting online anytime soon, or at least before Monday...
--
My PC Gaming Blog
»www.unbooted.com



Gaff
Just like the gypsy woman said

join:1999-09-05
North TX, US
Reviews:
·Suddenlink
reply to Gaff

Final update, everything came back up about 10 minutes ago. No call, no visit. I guess they fixed whatever issues they were having.

I'll call later to double-check Monday's appointment has been cancelled.
--
My PC Gaming Blog
»www.unbooted.com



moldypickle

join:2009-01-04
Haughton, LA
kudos:2
Reviews:
·Suddenlink

I have on occasion had outages such as this. Once was due to a line being knocked down for a couple hours, sometimes maintenance. Several times in the past was due to weather issues. Usually the tv portion still works fine for the most part. The internet though is far more sensitive to "smaller" issues on the plant and easier to knock out.

Interesting heads up about the Where's my tech section. I haven't seen this either.
--
50/3 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old



Gaff
Just like the gypsy woman said

join:1999-09-05
North TX, US
Reviews:
·Suddenlink

It was just throwing me with them saying it wasn't an outage, when it seemed quite clear on my end that it was.

Either way, it got sorted out in the end, which I'm glad of.
--
My PC Gaming Blog
»www.unbooted.com



linicx
Caveat Emptor
Premium
join:2002-12-03
United State
Reviews:
·TracFone Wireless
·CenturyLink

I hate to say this but the first line of defense is denial of responsibility. As a former, but not current, customer of SL I can say with some assurance they all say the same thing. Once they get several complaints from the same area they roll trucks and usually add an outage message on their phones.

As far as outages I've lived through fried squirrels, contractors, bad transformers, fallen limbs, snow storms, tornadoes, bad software, and a dozen other maladies that directly affect this global spiderweb of connections called the internet. Sometimes they can fix the problem quickly (a few short hours), but most of the time the problem is not something SL can fix. It may be an event that occured thousands of miles away but they never admit anything. It keeps them out of court. .
--
Mac: No windows, No Gates, Apple inside



moldypickle

join:2009-01-04
Haughton, LA
kudos:2

There is no service up time guarantee, why would they ever be in court for their plant breaking? I just don't understand your post at all, I'm sorry. What is SL defending against?

How do you fry a squirrel on a cable plant?



linicx
Caveat Emptor
Premium
join:2002-12-03
United State
Reviews:
·TracFone Wireless
·CenturyLink

SL like most other second tier companies does not provide sterling customer service. "I'm perfect" is s tiresome mantra after hearing the same thing for 20-years. I don't care who says it. I've had the best and the worst.

It''s easy to fry a squirrel, but I have no idea what a cable plant is. As we live in different parts of the country you may be talking about a head end. I am not sure.
--
Mac: No windows, No Gates, Apple inside



moldypickle

join:2009-01-04
Haughton, LA
kudos:2
Reviews:
·Suddenlink

Having come from a "first tier" isp, Time Warner, I can tell you that SL is miles ahead of them in every aspect of service. If that's even what you mean by a second tier company seeing as how SL has about 1.4 mil subs.

I'm also pretty damn sure SL has never said they were perfect, as denoted in quotes. Just that, in this instance, that the phone rep (a tier 1 support agent with no real time access to network status) showed no network outage. Could also be that it was a localized issue of only a couple houses and THAT doesn't get reported as a network outage either. Analogy, we don't say the Internet has an outage when one server goes offline.

You also have ignored my request for clarification. I'll ask again, what is SL defending against? What responsibility are they denying? The line is fixed and back up after 1 day. Why would SL be at risk of going to court.

It also concerns me that you are having problems with the term cable plant after 20 years of dealing with this. I'll get more specific though. How do you fry a squirrel on the aerial main lines or customer drops?
--
50/3 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old



linicx
Caveat Emptor
Premium
join:2002-12-03
United State
Reviews:
·TracFone Wireless
·CenturyLink

I never heard the term "cable plant" ever used in three states or the 8 cable companies where I was customer; it must be a LA thing. If you go back and read what I actually wrote I never said I fried a squirrel on a cable line. I said, "As far as outages I've lived through fried squirrels . . ." which I have. I don't think TW is top tier, either. And I am not going to engage in a war of words.
--
Mac: No windows, No Gates, Apple inside



moldypickle

join:2009-01-04
Haughton, LA
kudos:2
Reviews:
·Suddenlink

1 edit



What IS a top tier provider than according to you, because TW is the second largest in the US. For whatever misgivings you have over SL though, you need to look at the bigger picture, especially based on their size. SL didn't blindly buy into rural markets with no idea what they were doing (they are head quartered out of missouri also, not NJ). Once you get past the historical inaccuracies you provide in some other threads of yours about SL, you'll note that within 6 years of creating SL (then cambridge I believe) they created a national fiber backbone, the only in SL size of providers. They then went on to deploy 90+ HD channels (up from 24 or so at the time of start), Docsis 3 with far faster speeds, and the SL run VoIP phone system (that is also scheduled for a rebuild 2013/14) all to 84-85% of their footprint in 3 years.

Is this what you call 'denial of responsibility'?

Edit>> Also, cable plant isn't a term restricted just to LA. But if you've only ever talked to level 1 phone support then I guess you probably wouldn't ever hear that term
--
50/3 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old


DSMCasey

join:2004-03-27
Sanger, TX

I hope they are compensating you for your posts moldy pickle. I just wonder if you have ever used fios or google fiber or att uverse. The quality of customer service is poor across the board with the "major" canle providers right now. But thats not to say they dont have SL beat on speed.

Your posts all read the same to me, even when I had an issue a few months ago, you were quick to defend SL. Everyone has a right to their opinion but see SL for what they are, a mid grade ISP that is not quite as fast as the big boys, but maybe a little friendlier at times.

-Casey


DSMCasey

join:2004-03-27
Sanger, TX

I have been with suddenlink when they were cebridge connections and the truth is YES they improved the speed dramatically, but thats because they had to. When I built my house 10yrs ago the download advertised speed was 512k. Yes, it was 10 years ago, but I was getting 10mb on att only 20 miles away from where my new home was. Within 3 years the speed was 5mb. HUGE improvement, but it was a neccessity. No choice. City folks were getting pissed here about crap service and verizon was building fios 10miles away.

Anyway, yea, they have built up a bit but most of that was neccesity due to the advaces in the industry.

I got d3 in what, 2012? Thats not exactly cutting edge. And I am outside dallas.



moldypickle

join:2009-01-04
Haughton, LA
kudos:2
Reviews:
·Suddenlink

It would be nice to be paid to post, lmao. But I just call it as I see it. I especially love the randoms that stop by and have a bashfest for no reason. Not even really on topic or about anything pertinent. Now if SL is in the wrong or they are doing something I don't agree with, I'll voice my own opinion against them. But the fact is that the majority of people that come in here to post just a handful of times about something being wrong are usually folks that call in once, nothing gets fixed, and then start crying because SL didn't come down with a 12 man crew for 4 weeks and make the internet work at 110%. FFS America must be getting damn lazy to not be able to stick it out and keep up with a service provider until they are receiving the level of service that satisfies them. Argue all you want about it should just work when you sign up, you shouldn't have to do all that hassle. This is the real world and things will go wrong. But if you do as many of the people on here have and actually stick with the issue, it will get resolved. I have learned over the years that if you actually give a company time to right the wrongs, they USUALLY will.

But to go into your post a little bit, you're damn lucky to have had 10 meg dsl 10 years ago. My last town 3 years ago only had 6 meg dsl, and my current location isn't even serviced by dsl. Heaven forbid I tip my hat to whichever provider has deemed it worthwhile to actually service an area I'm in.

Bottom line, your points don't point out anything amiss with SL, but point to a far larger issue in general. ALL isp will only upgrade when they are forced to/needing to. I never was trying to give the illusion that SL was innovative in the industry, or miles ahead of the pack or anything of the sort. But if you are going to start spewing randomness about a company and their denial of responsibility, at least get the facts straight. And heaven forbid you be a CenturyLink supporter saying that about SL (yes, I have been in their service area several times, not just spouting randomly).

I would like to apologize though for the impression I was defending SL for anything in your posts in May. I re-read the whole thread and I'm not sure how you ended up with that impression. My posts were intended to be directed at the technical aspect of your issue only.

Oh, and I haven't used google fiber, since it's in all of one town in the country. Nor have I had the luck to live in a Fios service area either. Again, a limited footprint. I have been in att uverse territory many times over the past several years and from the results I've seen in my markets, uverse is just a marketing engine. At none of my addresses did the upgrade to uverse service have any impact on speeds so I never ordered their service.
--
50/3 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old



Gaff
Just like the gypsy woman said

join:1999-09-05
North TX, US
Reviews:
·Suddenlink
reply to Gaff

Updated developments with regards to this.

My cable modem dropped again last night (Saturday morning I guess, technically) at 1am (modem would try to connect but couldn't, "Online" light was not lit). At 2am I called them and was told there was no outage and I was the only person in town who had called about it. When I mentioned I had had a similar outage a week earlier the tech support guy scheduled a truck roll for today between 1pm and 5pm. He did say that if the connection came back up then I shouldn't call and cancel the visit (as I had done before) because this could just keep happening. The connection came back up around 2:30am.

Today at 2:45pm a guy showed up and I briefly explained what's been going on. He checked the signals, declared them fine (which I already knew), dug around a bit outside and where the signal enters our house in the garage, before saying he could find nothing wrong. He said the only thing he could think of was that my modem was going out (which I guess is conceivable, although it's only a year old). He said he would have my modem added to their "watch list" which I guess is some kind of constant monitoring so they will know if there is anything fishy going on with it, and I'd receive a call or visit in that situation. He left after perhaps ten minutes.

My gut instinct says that it's not my modem but somewhere downstream of my house. I guess we'll see if anything comes of this "monitoring".
--
My PC Gaming Blog
»www.unbooted.com



moldypickle

join:2009-01-04
Haughton, LA
kudos:2
Reviews:
·Suddenlink

Have any other issues when the modem is staying online?

I was put on the monitoring list few months back and the next thing I know a plant engineer was at my house installing a second modem (connected only to the coax) that corporate could monitor, lol.



Gaff
Just like the gypsy woman said

join:1999-09-05
North TX, US
Reviews:
·Suddenlink

Really? That's very interesting to know...

No, when my connection is up it's 100% solid. No packet loss, low latency; it's working completely as I need it to (Zoom 5341J which I own).

I went and turned on the TV while the modem was down to see if that was dead too, but the TV was working fine.

I presume that second modem was not for your use but was just something they could check? Maybe that's what will happen to me...
--
My PC Gaming Blog
»www.unbooted.com



moldypickle

join:2009-01-04
Haughton, LA
kudos:2
Reviews:
·Suddenlink

Yeah, the second modem wasn't for use. Though I had to power cycle in a certain order with two on the same line for whatever reason. Was a little worried the first time doing that! lol

I've noticed that my tv service is also un interrupted when the internet goes down. Seems like it's only down for 2-3 hours max when the tv still works and I usually account that to maintenance of some sort and tend not to worry. Usually happens in the dead of night like you just seen.
--
50/3 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old



Gaff
Just like the gypsy woman said

join:1999-09-05
North TX, US
Reviews:
·Suddenlink

That would certainly provide unimpeachable proof that it either is or is not my modem (depending on if they both stayed connected or just theirs did).

Maybe they will do something like that this week.

Have you reached any conclusions with regards to your own issues? How long have you had this arrangement?
--
My PC Gaming Blog
»www.unbooted.com



moldypickle

join:2009-01-04
Haughton, LA
kudos:2
Reviews:
·Suddenlink

The issues were fixed a few months back, but the issue itself had been going on for quite awhile. They had eventually sent a regional network specialist (something like that) down to help the local engineers and it wound up being a bad termination on a main line on the other side of the node. The second modem was installed here for maybe a month. No idea if it was just because my continued contact with them or what, lol
--
50/3 Suddenlink : Current
5/1 CMA : Old
15/2 TWC : Old