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Embarq_Joey
VIP
join:2008-09-22
| EMBARQ F.A.Q. and Slow Speed Issues
I wanted to sticky a new thread to the top of the forum to help everyone with troubleshooting any potential connection problems. Not sure if you know, but on the left is the EMBARQ DSL FAQ, which will help with a variety of problems and will help us (myself and the board) figure out what the issue is.
»Embarq DSL
There’s lots of good stuff here ranging from installation to networking to troubleshooting.
Lots of people come here looking for help for their slow speeds on EMBARQ DSL. I think this board is a great community and look forward to it continuing on in that fashion. With that said, I think it would be good to have a set of recommended guidelines for user’s to check so it will help us all troubleshoot the issues. The more detail we get, the better we can find out what the problem is.
This is intended solely to help users on the board, and is absolutely NOT a requirement.
Help us all out and provide as much as you can from the following:
-Make and Model of DSL modem
-Speed Tier UL/DL
-Splitter or Filter install and if the DSL modem is plugged directly into the phone jack bypassing all filters
-Wired or Wireless, if wireless what make and model of router, and have you bypassed the router
-Speed tests to different locations nearby, preferably with the Embarq FTP speed test which is available in the »Embarq DSL »How fast is my DSL connection?
Any and all suggestions for additional guidelines are certainly appreciated. Just send me an IM with any suggestions and we'll check it out.
Thanks again to everyone who makes this such an awesome board!
Joey H.
EMBARQ Customer Outreach
reachout@embarq.com | |
mopedtrip
@embarqhsd.net
| I live in Jefferson City, Missouri. We have one of the 3 main hubs of embarq in our town, and live about six miles away from it.
1. the highest speed we can get is 1.5mbs (6 miles away)
2. Have had service for about 18 months, in this time 4 new modems and as I write this my 1.5 service I'm paying for is running at .65 on avg. (www.speedtest.net) recommended testing site by Embarq/ when I can even use it. Out of 24 hr day (my wife and I work different times) out of our desired internet use about 10 out of 15 hrs have constant interruptions, like cant watch a 30min show on hulu in maybe 2 hrs, this is on a dell XPS 430, Core 2 Quad, 6gig ram, and Radeon 4650 graphics card.
3. Tech. support is nice most of the time, but they can't fix problems... Anyone that has had problems has called and here is what you get......
a. Have you turned your modem of and on?
b. Are your filers installed?
c. Are they on the modem or phone line?(should be on phone)
d.How long is the phone cord to the modem?(The one that came with it)
e.Get something small and hold reset button in back for 40 sec.....(Done
f. Did all the lights come back on the modem?(Um NO)
g.Try again...
h. "Still No"
i.Let me test your line....?
j. Yeah I think you need a new modem.(yeah nothing got fixed AGAIN)
k.Thank you for calling embarq is there anything Else I can help you with.
You can call 12 times in one week and this is what you get, no real help. Make you wonder what there tech's have to do to get hired.
I understand business is about money and they have the contract thing , but unless you offer a service worth buying EVENTUALLY you will go broke just saying....
That's my 2cents | |
bbjordan
join:2009-07-06
Chandler, TX
| reply to Embarq_Joey
This 4 year customer is about to pull the plug on the whole Embarq package and make sure my sub-division neighbors know about this company's tactics.
We have been suffering with slow speeds for months now. I read on this site a few weeks ago that Embarq was having bandwidth problems in East Texas and were working to add lines to relieve the pressure.
Our speeds came back that week to the 3MB that we pay for. All was well until about three days ago when I noticed speeds dropping to .2 to .5MB during the day.
After cycling my modem and getting no improvement I called CS and was walked through their FTP speed test. The CS person was very nice and once through with this, said she was connecting me to a Tech. After a 30 minuted hold my phone battery went dead and I lost the call.
I called again the next day (yesterday) and the answering person read the previous notes and immediately, with a nice explanation, sent me to a Tech as well. More waiting, but the phone was on the cradle this time.
The "Tech", who informed me of her, dubious, credentials at one point, had me run the FTP test again with my router out of the loop. The result was 355 Kb to which she multiplied 8 to get the bit count. It came out to 2840 which she said was acceptable for a 3MB service. I was appalled and she all but called me dumb-ass for questioning her. She would not stay on the line while I re-ran the test through the router (it was the same speed).
This result was in the same range that my DSL Reports test were running, only in DSLR's case the 355 KB translates to .355MB.
This so called Tech insulted me, basically saying that my equipment, global warming and the liberal media were the cause of the slowdown, not Embarq - they were perfect. Then I was put on terminal hold until I hung up another 20 minutes later. Despite confirming my call-back number I did not get a call-back from anyone, and never have...
Today I have the same speed issues only worse, in the 280 KB area for downloads. Upload speeds have stayed constant through all this just over 600KB.
This is my main, and newest computer (laptop)
Intel® Core™2 Duo Processor1 P8400 (2.26GHz, 1066MHz FSB, 3MB L2 Cache)2
Genuine Microsoft® Windows Vista® Home Premium (64-bit) with SP13
4096MB 1066MHz DDR3 Dual Channel Memory (2-2048MB modules)4
320GB 7200RPM SATA hard drive5
Chassis with NVIDIA® GeForce® 9800M GTS Graphics with 1GB of GDDR3 Discrete Video Memory and Intel® PM45 Chipset4
Intel® WiFi Link 5100AGN 802.11a/g/Draft-N Wireless LAN
Besides getting this off my chest in this little rant, I am shaken by this reps assertion that the line I pay for is a 3 Megabit line and not a 3 Megabyte line as I think it is. Am I wrong here? My speeds when they are right are so reflected in DSLR's tests and when the slow down (an obvious observation) the tests confirm that as well.
I just want the thing to work as advertised and paid for but will switch to the wretched cable in a heartbeat if this continues.
Bruce Jordan
Chandler, TX | |
Hazy Arc
join:2006-04-10
Greenwood, SC
 ·Embarq
 ·Verizon Wireless B..
 ·Northland Cable Te..
 ·Dish Network
| said by bbjordan  :The "Tech", who informed me of her, dubious, credentials at one point, had me run the FTP test again with my router out of the loop. The result was 355 Kb to which she multiplied 8 to get the bit count. It came out to 2840 which she said was acceptable for a 3MB service. I was appalled and she all but called me dumb-ass for questioning her. She would not stay on the line while I re-ran the test through the router (it was the same speed). Besides getting this off my chest in this little rant, I am shaken by this reps assertion that the line I pay for is a 3 Megabit line and not a 3 Megabyte line as I think it is. Am I wrong here? My speeds when they are right are so reflected in DSLR's tests and when the slow down (an obvious observation) the tests confirm that as well. Uhh...there isn't one ISP who measures their connection speeds in bytes. The explanation for this is quite simple...they can advertise a higher number if they measure in bits). When you're paying for 3Mbps, you're paying for 3 megabits per second (3000 kbps), not 3 megabytes per second. A 3 megabyte per second connection speed would equate to 24 Mbps.
It's no wonder the tech didn't think too highly of you.  | |
Greg76266
@embarqhsd.net
| reply to Embarq_Joey
Well, where do I start with my particular issues with Embarq service in my area.
I live in Sanger, TX and have had Embarq since they took over from Sprint/Earthlink about 3 years ago. Up until about 3 months ago, I always had the 5mbps down package. Then I see that my area is eligible for 10mbps for which I was immediately happy. I upgraded in the first week of Apr 09 and my happiness with Embarq has quickly deteriorated.
I'm an avid online gamer and when there are issues with my ISP, I can tell very quickly while online. All the issues I'm going to lay out don't have anything to do with "game" lag.
I found this thread after searching through the forums here and I hope to get someones attention from Embarq who just might be able to help me get the issues resolved for good.
Ever since I upgraded to 10mbps, I've had nothing but issues. From slowness to complete week long outages. Multiple times. Here's a snippet of everything that I remembered to document with my particular issue.
4-21-09
- Spoke with @@@@. Speed issues. 110kb/26kb Ticket # @@@@@@@. Latency horrible....3000+ between hops
4-28-09
- Spoke with @@@@. Speed issues still. 89kb/39kb Ticket was closed. Opened back up and escalated again. 3000+ between hops
5-5-09
- Spoke with @@@@@. Speed issues. 327kb/54kb 6000+ between hops
5-21-09
- Spoke with @@@@@. Both DSL and Home phone dead.
- This was due to local tech unplugging me from local hardware and leaving me unplugged for a day.
7-2-09
- Speed issues. 3.8kb ( or around there) down for multiple days.
7-7-09
- Speed issues still. Due to hardware issue in Humble, TX.
7-8-09
- Speed back to normal
7-28-09 @ 1240
- Spoke with @@@@(second lvl). Speed issues again. Got rain past couple days. Noticed static in phone line. 130kb down. Ticket # @@@@@@. Was put into a "chronic" status due to the # of issues I've had over past 3 months.
7-28-09 @ 1812
- Speed test results - 958kb/103kb
7-28-09 @ 2240
- Speed test results - 1024kb/102kb
7-29-09 @ 2120
- multiple DC's even though speed is good...not what i can get.
- speed test results - 1122kb/104kb
Again...All of the above problems is what I documented when I remembered to document it. I've called more than 20 times in the past 3 months. With my prior package, I only called half dozen times in nearly 3 years. 
When I call CS, I too get treated not so well by most. There are a few that do know what they're saying and will actually put the script down and listen to what I'm saying.  However, regardless of CS representative, majority of times I'm on hold for 30+ mins before I actually talk to a 2nd lvl tech. Very, very frustrating.
When Embarq is running smooth, it's great. When it's not, I'd rather have my finger nails pulled out slowly.
Ok..for what I've done. Every time I have speed issues or even get dc'd multiple times, i connect directly to my modem, redo speed tests, cycle power to modem, reset modem and boot into safe mode all to try and see if by chance the "issue" is on my end. Guess what? Never has been. I've had techs at my house 3 different times to test my lines and every time, the problem is with their hardware...somewhere. I'm very close to the Co here in Sanger (700ft) so when Embarq is on top of it, I can get 9980+ out of the 10000 I'm supposed to get. And yes..those speeds are through my router. Speed tests are through Embarq FTP and/or IE and SpeakEasy. Both sites show nearly the same through router or directly connected.
I don't have virus', I don't have comp issues and I don't have line issues.
My comp specs are irrelevant to my ISP problem. Just take my word on this.
I'm wired to my router and I don't have filters installed inside my house as my DSL is on secondary twisted pair. (My home phone is on one twisted pair while my DSL is on a separate twisted pair).
My hunch for when it rains - In the ally behind my house, there are approx 8 of the tele co "risers". Two are completely knocked over and the rest are cracked. All have been hit/demolished and put back together from what they look like. On the ones that are open...rain gets in there and creates issues for me when it is wet outside.
When it's not raining for 2-3 days straight and Embarq isn't having issues, then I'm fine. If no rain but Embarq has problems...I have problems. I know...poster child for the obvious I am.
I really do hope that someone from Embarq will see this and reply.
Honestly - If I had any other choice for an ISP, I would've left Embarq in May. Unfortunately, I'm stuck. I'm willing to help in any way I can but I need to get Embarq's attention. | |
Embarq_Joey
VIP
join:2008-09-22 | Greg,
You need to create an account here and IM me your phone number. | |
GCoop
join:2004-12-08
Charlottesville, VA
·Embarq
| reply to bbjordan
said by bbjordan : The result was 355 Kb to which she multiplied 8 to get the bit count. It came out to 2840 which she said was acceptable for a 3MB service. I was appalled and she all but called me dumb-ass for questioning her. She would not stay on the line while I re-ran the test through the router (it was the same speed). This result was in the same range that my DSL Reports test were running, only in DSLR's case the 355 KB translates to .355MB. .....I did not get a call-back from anyone, and never have... Bruce Jordan Chandler, TX if the shoe fits....
Quite frankly sir you are a little ignorant of the whole "Big" B (Bytes) "little" b (Bits) difference. a DL speed of ~350KB IS FINE for a 3Mb connection. | |
daddyg_76266
join:2008-11-11
Sanger, TX | reply to Embarq_Joey
This is Greg76266.
Thanks for the response Joey. I sent you an IM with my home phone # in it. | |
daddyg_76266
join:2008-11-11
Sanger, TX
| reply to Embarq_Joey
Here's the latest with my issue:
7-30-09 @ 1120
- Speed test results - 622KB
- latency around 1kms
- Called 1128..on hold for30 mins. No one ever picked up. Had to go back to work.
Note - On my previous posts i used the lil kb when I should've used the big KB. Just my way of jotting things down.
Joey...I sent you another IM with my cell # on it. | |
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