US Cable Support → OptimumOnline > OOL Ultra 101 Slow upload 08846 (Middlesex Boro, NJ)

Re: OOL Ultra 101 Slow upload 08846 (Middlesex Boro, NJ)

This situation is no better than the 1st day I posted about having this problem.
The upload speed is very random, but it is mostly below 3.x. Not near the 25 I should be getting with Ultra50. It is not just the speed though. Searching and browsing can feel very "laggy" when the upload speeds are slow. As always the down stream is spot on.

Just going to chime in here about OP's customer service experience. For the most part, I think Optimum does a great job for 95%+ of the problems a user might encounter.

Having said that, these persistent, complex problems are where Optimum really fails to properly communicate / escalate. I've had 2 times (two different houses) where I had major issues, and calling regular customer service puts you into the "Send tech out", "tech finds nothing" loop, with the occasional "Oh, we'll send outside plant out" interjection (which doesn't help).

Really, with these problems, I had to be escalated to field supervisors (and, one time, a manager). I think the magic word when you call into the call center is SRO (or something like that -- I'm getting the terminology a little wrong, it's been a while) which I think stands for special request order and that triggers a supervisor. But this isn't something that they advertise, and even when you're in contact with a supervisor, there's no real good guarantee or time frame of when things get fixed.

Having said all of that, I have Ultra 101 at two houses and they both work perfectly; so, I'm pretty satisfied with Optimum ATM and I can only hope that things work out for OP.

I'm from Bridgewater (Martinsville Section) and noticed slow speeds at night. (Slow surfing and watching youTube videos etc..). Good during the day though. I think the surrounding areas are having the same network problem you are describing.

The service is just terrible. Support is non existent.

If you've already had multiple service calls (not just complaining here), send a polite email to Wilt. He'll probably have it fixed the next day.

Chaz70:

Please post your account information in the Direct Forum so we can further assist you, please.

Thank you,
-OOLTECH

Posted new thread in the direct support forum. That makes it the 3rd on this same issue.

Currently getting about 1/2 the upload speed I should, and if it stayed like this I wouldn't be as upset. By this evening it will be back down to 3.x or even .x if the pattern is the same.

I've left the field supervisor messages but he doesn't call me back for days.

I really do hope this is an over burdened network issue that gets worked out.
I'm still very disappointed with OOL support and service. This thread itself is proof of how long the issue is ongoing.

just to show predictable....

As I said earlier, I posted in the direct support forum again.
Again I got the same head chasing the tail answer.
Send some one to my home again...
I posted a link to this, to be reminded that my actual home or router is not an issue.
Back when I was (over) paying for Ultra101 here is my modem and laptop right from the pole: »flic.kr/p/fBHuzT

I did leave the supervisor another message, still have not heard from him.
At one point I was called and given a "resolution" phone number. I think this evening I will call that. Something has to be done. It is not being taken seriously.

As several people have said, if it is a congestion issue that requires a node split, it will take quite a bit of time. Those are very big expensive jobs and do not occur in days or even weeks.

I am not saying you shouldn't complain or that you should not be unhappy, but just letting you know that, if it is congestion, it may take some time.
--
Warning, If you post nonsense and use misinformation and are here to argue based on those methods, you will be put on ignore.

For at least the FOURTH time: Send email to Wilt. He'll probably have the problem fixed in 24 hours. Really.

At least tell me if you saw this message, so I know if you're ignoring my advice just because you prefer to complain about things.

I think Chaz70 just wants to complain (which kind of falls into the troll category) since he is too stubborn to help himself by listening to anyone who advises him to e-mail Wilt. If that's the case, then I think this topic should get locked.

Thanks mbernste and TheWiseGuy
I have anon on ignore. Never saw those posts.
Although, nothing about my posts are trolling. The proof is in the tests. This thread documents over a month of upload speeds sometimes below 2.x. Even if I never contacted support about it I think there is every right to complain.
(Well, a month might be a bit long to wait and see if it clears up)
Field service supervisor finally called me today and I should be meeting with him after work. Not sure how this is going to help the problem but we will see what happens.

Re: OOL Ultra 101 Slow upload 08846 (Middlesex Boro, NJ)

He had problems with getting advice and questions he didn't like from anonymous posters. He says Cable vision didn't know there was a problem and isn't doing anything but they told him there is an area problem the first day he called. He says they keep coming out and changing the ends of his cable but I doubt that was true. Cable vision will offer to have someone come to your home every time you call even if there is a known area issue. I agree this problem has been going on for too long but I do think there has been some exaggeration as everyone does on these forums. People come here and complain for a week before a call is even made to Cable vision.

Emailed Milt yesterday. Got a reply. That was good.

Came home from work, field service supervisor was already at the house.
Saw the bucket trucks down the main street where I was told the node was located.

During the supervisors visit the upload speeds were fixed by the work being done at the node. I'm told something is introducing noise that is killing the upstream. So maybe it was found because as of this morning the upstream is still excellent.

However, it has worked before for up to three days in the past before bombing again.
So this is a wait and see period.

Still, while its working I'll take advantage and be able to make calls on my Magicjack, or actually be able to see my daughter in Virginia on Skype. Things I haven't been able to do reliably in over a month.

Apparently the supervisor had the previous week off. Why his calls and issues were not handled by someone else while he was out is just a bad company policy I guess.

Anyway, all I want is for it to work, and hopefully that's what is going on. Have to see if it stays though.... being optimistic...