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cowwoc

join:2007-05-19
St John'S, NL

Bell: We don't provide same service to Teksavvy customers

I signed up for DSL 25/10 service. I ended up getting 20/1.5 instead. The house is 5 years old with wiring in pristine condition so Bell had a hard time arguing that the problem was indoors. The line is at 100% capacity in spite of the fact that the DSL is on its own dedicated line (phone + alarm on a separate line).

Anyway, they send a Bell technician over. First I'm told that the upload speed doesn't matter (i.e. "we only look at download speeds"). Next I'm told that Bell only provides this higher speed to "customers who upload a lot of large documents" (whatever that means). Next the technician points out that I'm not a Bell customer, to which I respond it shouldn't matter: I'm paying for 25/10 and I should get 25/10. "No" I'm told, "it makes a difference".

In the end he spoke with central and they promised to investigate the problem outside of the house later on today. I'll let you know what ends up happening.

Gotta love Bell.



AkFubar
Admittedly, A Teksavvy Fan

join:2005-02-28
Toronto CAN.
Reviews:
·TekSavvy DSL

The service is actually "up to" 25/10 if you read the fine print legalese. That gives BHell lots of wiggle room when it comes to speed.
--
If my online experience is enhanced, why are my speeds throttled?? BHell... A Public Futility.



AkFubar
Admittedly, A Teksavvy Fan

join:2005-02-28
Toronto CAN.
reply to cowwoc

Duplicate post


cowwoc

join:2007-05-19
St John'S, NL
reply to AkFubar

said by AkFubar:

The service is actually "up to" 25/10 if you read the fine print legalese. That gives BHell lots of wiggle room when it comes to speed.

That's fine. The only reason I upgraded from DSL 6/0.8 is for the extra upload speed. If they can't/won't deliver it I plan on going back to my original service. Bell stands to lose $20-30 a month (especially when you take the modem rental into account).

Gili

Bugblndr

join:2010-03-02
Burlington, ON
Reviews:
·TekSavvy DSL
·TekSavvy Cable

I upgraded from 16/1 to 25/10 service last month for the extra upload speed as well. I end up getting 25/3.8 or so. It's not my internal wiring either, as I ran it myself and it's one cable 15 feet long.

Unfortunately sometimes you're just too far from the remote or CO to get the full upload speed. That's the case with me. Can you post up your stats from the modem?


cowwoc

join:2007-05-19
St John'S, NL

said by Bugblndr:

I upgraded from 16/1 to 25/10 service last month for the extra upload speed as well. I end up getting 25/3.8 or so. It's not my internal wiring either, as I ran it myself and it's one cable 15 feet long.

Unfortunately sometimes you're just too far from the remote or CO to get the full upload speed. That's the case with me. Can you post up your stats from the modem?

How do I do that (get stats from the modem)?

Thanks,
Gili


TSI Martin
Premium
join:2006-02-23
Chatham, ON
kudos:33

Which modem do you have? Cellpipe or Sagemcom?

Martin


cowwoc

join:2007-05-19
St John'S, NL

Sagemcom 2864


cowwoc

join:2007-05-19
St John'S, NL
reply to Bugblndr

The second Bell technician came by. My speed is now: 21.54 down / 2.16 up. I was told the fiber/box is 0.7 kilometers away from my home, line occupancy is 100% and this is the best they can do unless they move the box closer.

I was told the only way to move the box closer is to file a complaint saying that I'm not getting the service I paid for. I wonder how far that will really get me...

Look, I *need* 3.5Mbps up in order to test software which I am developing. I'd *like* to get at least 5Mbps because I figured I should get at least 50% of what I'm paying for (silly me!). Right now I'm getting neither. I don't mind sacrificing download bandwidth in favor of upload bandwidth, but I was told this isn't possible.

What can I do?


bt

join:2009-02-26
canada
kudos:1

said by cowwoc:

What can I do?

Multi-line is quite possibly your only remotely practical solution.

cowwoc

join:2007-05-19
St John'S, NL
reply to TSI Martin

Martin,

I've attached my speed test results above (from speedtest.teksavvy.com) and here are my line stats:

# sysutil xdslmon

Line Status : Port is in Showtime
Mode : 0x1000000 (VDSL2 Profile 12A )
Upstream Payload Rate : 2432 kbps
Downstream : 22584 kbps
=================================================
DIAG Info:
=================================================
Attenuation ( dB ) : 38.0 9.50 (FE LATNpb-0)
61.00 (FE LATNpb-1)
102.30 (FE LATNpb-2)
102.30 (FE LATNpb-3)
102.30 (FE LATNpb-4)
SNR margin ( dB ) : 5.8 6.40 (FE SNRMpb-0)
6.50 (FE SNRMpb-1)
0.00 (FE SNRMpb-2)
-51.20 (FE SNRMpb-3)
-51.20 (FE SNRMpb-4)
US Aggregate Power : 8.2 dbm
DS Attainable Data Rate: 22584 kbps
US Attainable Data Rate: 2393 kbps
HEC counter : HEC_F:0
HEC_S:0
CRC counter : CRC_F:0
CRC_S: 0

Gili

cowwoc

join:2007-05-19
St John'S, NL
reply to TSI Martin

Further update, here is my extended port status:

Extended Port Status
=================
Bme: 1 Port: 1
Downstream line rate: 26180 kbps
Upstream line rate: 2880 kbps
Bearer0 Downstream payload rate: 0 kbps
Bearer1 Downstream payload rate: 22584 kbps
Bearer0 Upstream payload rate: 0 kbps
Bearer1 Upstream payload rate: 2432 kbps
Downstream attainable payload rate: 22584 kbps
Downstream attainable line rate: 28224 kbps
Downstream Training Margin: 6.0 dB
Downstream Line Protection (Bearer1 Path): 0.0 DMT Symbols
Upstream Line Protection (Bearer1 Path): 0.0 DMT Symbols
Near-end ITU Vendor Id: 0xb500494b4e530200
Far-end ITU Vendor Id: 0xb5004244434da194
Downstream delay: 7.5 ms
Upstream delay: 6.1 ms
Tx total power 8.2 dbm
FE Tx total power 14.3 dbm
VDSL Estimated Loop Length : 3426 ft
G.Hs Estimated Near End Loop Length : 2465 ft
G.Hs Estimated Far End Loop Length :0 ft
Current framing mode: 0x10 EFM
Bandplan Type...........: 2
No. of Upstream Bands...: 2
No. of Downstream Bands.: 1
Line Type: 0x01000000 VDSL2 Profile 12A
Downstream FFT Protection (Bearer1 Path): 1.0 DMT Symbols
Upstream FFT Protection (Bearer1 Path): 1.0 DMT Symbols
Upstream Line Attenuation: NA (Only for ADSL1 & T1.413)
Upstream SNR Margin: NA (Only for ADSL1 & T1413)
Upstream Retransmission status: Disabled
Downstream Retransmission status: Disabled

It looks like someone is purposefully capping me at 2880 kbps up (although I only get around 2.1Mbps).

Gili



HiVolt
Premium
join:2000-12-28
Toronto, ON
kudos:21

VDSL Estimated Loop Length : 3426 ft

Looks like the distance is the culprit here...


cowwoc

join:2007-05-19
St John'S, NL

said by HiVolt:

VDSL Estimated Loop Length : 3426 ft

Looks like the distance is the culprit here...

That's my gut feeling too, although the Bell tech said it was 700 meters, not 1km like this seems to indicate. Technically speaking, couldn't Bell improve the situation by upgrading their box or adding an additional box closer to my location?

Gili

MaynardKrebs
Heave Steve, for the good of the country
Premium
join:2009-06-17
kudos:4

said by cowwoc:

Technically speaking, couldn't Bell improve the situation by upgrading their box or adding an additional box closer to my location?

Sure. Open a ticket and ask them to do just that. LOL


Davesnothere
No-BHELL-ity DOES have its Advantages
Premium
join:2009-06-15
START Today!
kudos:7
reply to cowwoc

said by cowwoc:

....Technically speaking, couldn't Bell improve the situation by upgrading their box or adding an additional box closer to my location?

 
Bell could do all KINDS of things !

How big of a bribe did you have in mind ?


Davesnothere
No-BHELL-ity DOES have its Advantages
Premium
join:2009-06-15
START Today!
kudos:7
reply to AkFubar

said by AkFubar:

The service is actually "up to" 25/10 if you read the fine print legalese.

That gives BHell lots of wiggle room when it comes to speed sleaze.

 
Fixed that for ya.

(Hmmm.... 'sleaze' rhymes with 'legalese' - coincidence ? - and does that also make me a poet ?)

cowwoc

join:2007-05-19
St John'S, NL
reply to MaynardKrebs

Couldn't Bell add an additional upload channel from the box to my home? That sounds cheap enough (cheaper than adding a new box or paying for an extensive upgrade).

Gili


kovy

join:2009-03-26
kudos:8

said by cowwoc:

Couldn't Bell add an additional upload channel from the box to my home? That sounds cheap enough (cheaper than adding a new box or paying for an extensive upgrade).

Gili

no...

bt

join:2009-02-26
canada
kudos:1
reply to cowwoc

said by cowwoc:

Couldn't Bell add an additional upload channel from the box to my home?

No. You're running into physical limitations of the wiring.

cowwoc

join:2007-05-19
St John'S, NL

said by bt:

said by cowwoc:

Couldn't Bell add an additional upload channel from the box to my home?

No. You're running into physical limitations of the wiring.

I understand I'm running into the physical limitation of a single wire, but can't Bell bond multiple wires (say one meant for my neighbor which isn't using DSL) to promise me faster service?

Is DSL bonding really my only realistic option? My house is using one line for DSL and the other for phone/alarm system. Wouldn't the second DSL run into interference with existing services?

Is it possible for me to bond two DSL connections with differing speeds? Perhaps I could get a cheap/slow second connection and use it purely to augment my upload speed? The cheapest option I see is DSL 6/0.8 for $30 but I'm paying for the extra download speed and bandwidth I don't need. Is there a cheaper option?

Thanks,
Gili

kovy

join:2009-03-26
kudos:8

said by cowwoc:

said by bt:

said by cowwoc:

Couldn't Bell add an additional upload channel from the box to my home?

No. You're running into physical limitations of the wiring.

I understand I'm running into the physical limitation of a single wire, but can't Bell bond multiple wires (say one meant for my neighbor which isn't using DSL) to promise me faster service?

Is DSL bonding really my only realistic option? My house is using one line for DSL and the other for phone/alarm system. Wouldn't the second DSL run into interference with existing services?

Is it possible for me to bond two DSL connections with differing speeds? Perhaps I could get a cheap/slow second connection and use it purely to augment my upload speed? The cheapest option I see is DSL 6/0.8 for $30 but I'm paying for the extra download speed and bandwidth I don't need. Is there a cheaper option?

Thanks,
Gili

There's nothing else can do... Unless your line has a physical issue... they won't do anything else.

Bonding is between you and your ISP, and usually it's better to have lines at the same speed.

MaynardKrebs
Heave Steve, for the good of the country
Premium
join:2009-06-17
kudos:4
reply to cowwoc

said by cowwoc:

Couldn't Bell add an additional upload channel from the box to my home? That sounds cheap enough (cheaper than adding a new box or paying for an extensive upgrade).

You could probably run your own transatlantic fibre-optic cable from your front door to Europe faster and cheaper than Bell could give you an upgrade.

cowwoc

join:2007-05-19
St John'S, NL

said by MaynardKrebs:

said by cowwoc:

Couldn't Bell add an additional upload channel from the box to my home? That sounds cheap enough (cheaper than adding a new box or paying for an extensive upgrade).

You could probably run your own transatlantic fibre-optic cable from your front door to Europe faster and cheaper than Bell could give you an upgrade.

I have two co-workers abroad. One is in Bulgaria, another in Serbia. They have 64Mbps and 32Mbps connections, respectively, for less than $30/month.

Serbia!!! Come on people! Canada is such a third-world country when it comes to internet.

MaynardKrebs
Heave Steve, for the good of the country
Premium
join:2009-06-17
kudos:4

Duh, yes.

And I'll bet that on an income adjusted & "delivered bitrate"** basis that their service is a lot cheaper too.

** delivered bitrate = the actual measured bitrate available at the user premises, NOT the advertised speed.


komi

join:2011-07-08
North York, ON
reply to cowwoc

Just go a bit south (Romania) and for $30 you'll get internet-50Mbps, cable TV with 10 HD channels and home phone-VOIP. Now that's a hot deal!



mlerner
Premium
join:2000-11-25
Nepean, ON
kudos:5
reply to cowwoc

Also note, distance in this case is WIRE distance, not street distance. So it could be 800 m but the cabling can make it more than that. Bell will also not fix that.


cowwoc

join:2007-05-19
St John'S, NL

said by mlerner:

Also note, distance in this case is WIRE distance, not street distance. So it could be 800 m but the cabling can make it more than that. Bell will also not fix that.

Is this one of those things that gets better over time? Meaning, will they upgrade their box and roll out new boxes over time (as in months, not years)?


Davesnothere
No-BHELL-ity DOES have its Advantages
Premium
join:2009-06-15
START Today!
kudos:7

said by cowwoc:

Is this one of those things that gets better over time ?

Meaning, will they upgrade their box and roll out new boxes over time (as in months, not years)?

 
I would not hold my breath on that.

Does St. John's have any CABLE Internet service providers ?

If yes, have you looked into THEM ?

Then again, Cable is less likely to even PRETEND to offer as high of an UPstream channel speed to typical consumers.

So you seem to be stuck with some form of DSL, or with paying an FN fortune to have a dedicated feed of some sort installed.

Not great news at best.

cowwoc

join:2007-05-19
St John'S, NL

said by Davesnothere:

said by cowwoc:

Is this one of those things that gets better over time ?

Meaning, will they upgrade their box and roll out new boxes over time (as in months, not years)?

 
I would not hold my breath on that.

Does St. John's have any CABLE Internet service providers ?

If yes, have you looked into THEM ?

Then again, Cable is less likely to even PRETEND to offer as high of an UPstream channel speed to typical consumers.

So you seem to be stuck with some form of DSL, or with paying an FN fortune to have a dedicated feed of some sort installed.

Not great news at best.

My profile information seems to be incorrect. I'm from Montreal, Quebec not St. Johns. Yes, Cable is available, but upload is limited to 2Mbps which is lower than what I am already getting so there is no point.

I wonder if I'd get further dealing with Bell or Videotron directly. At least Videotron seems to offer higher speeds (both upload and download) than Teksavvy. While dealing with Bell directly probably wouldn't get me a better connection, Videotron might. Still, I'm not a fan of the company and I also cringe at having to give up my static IP address.