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tymoney321

join:2007-04-08
Flushing, NY

2 edits

NYC Queens: Absolutely awful service


absolutely awful
 
 
This has been going on for nearly 3 months just awful service. They keep sending techs out and accomplishing absolutely nothing. Things get worse as the day gets later and communicating with TWC phone/email techs has proven to be a complete and utter waste of time.

»www.speedtest.net/result/2446466919.png
»www.speedtest.net/result/2446474689.png
»www.speedtest.net/result/2446501195.png
»www.speedtest.net/result/2446499508.png

»/pingtest/66ba···/2984334
»/pingtest/8692···/2984255
»/pingtest/2344···/2984271
»/pingtest/ba8b···/2984309

30% packet loss are you serious?

This is what it should be »www.speedtest.net/result/2222538121.png -- early october b4 i had this issue.


kilrathi
Premium
join:2005-04-22
Rockaway Park, NY

Based on those stats looks like something that happened to me quite often last year, basiclaly all of your packet loss is most likely upstream only. Not sure what to say but keep calling level 3 and ask for your upstream snr when this is happening, if its fine and doesnt keep jumping then its possible its issue on their network in your area.


tymoney321

join:2007-04-08
Flushing, NY
reply to tymoney321

Click for full size
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Lvl 3 just keeps saying its a local issue and sending me back to the lesser departments for field techs. I've had 6 field techs out here already and they all say my signal is fine and I should be getting proper speeds and there is nothing they can do.

Here are some of the facts about my case:

1. This problem has been on going for 3 months.

2. It started after hurricane sandy.

3. TWC have sent countless techs to my home and All report everything looks fine locally and there is nothing they can do.

4. This only happens during the SAME CERTAIN times of the evening. If it was a local issue wouldn't this happen all the time?

5. You guys have refused to look internally or monitor my line for an extended period of time beyond the extremely small time frame that a tech is at my home.

6. Countless tracerts and line test show that my first hop is fine, and the ping issues take place on subsequent hops.
/pingtest/6b54···/2962459
»/pingtest/4b47···/2962671
»/pingtest/8c97···/2962961
»/pingtest/b9b8···/2963010
»/pingtest/a5a2···/2963972
»/pingtest/ca6c···/2964271
»/pingtest/8b8b···/2964610
»/pingtest/a99a···/2965349
»/pingtest/32c3···/2966236
»/pingtest/422c···/2966314
»/pingtest/35a2···/2966323
»/pingtest/a895···/2966353
»/pingtest/8a83···/2966571
»/pingtest/aba2···/2966657
»/pingtest/6967···/2978624
»/pingtest/6967···/2978624
»/pingtest/8692···/2984255
»/pingtest/2344···/2984271
»/pingtest/ba8b···/2984309
»/pingtest/66ba···/2984334)

Is there any possible way I can get TWC guys to monitor my line during the lag spikes? Is there any possible way I can get TWC guys to look internally for issues? Is there any possible way TWC guys can look around the neighborhood beyond my household for issues? Is there anyway I can actually talk to lvl 3 and stop them from redirecting my case back to the lesser departments. How can I stop them from sending techs over and over and over? Seriously, what would possibly convince TWC that the problem is not in my home. A FOREMAN came here for fucks sake and reported the problem wasn't a local issue, that should end the dicussion right there.


PhoenixDown
FIOS is Awesome
Premium
join:2003-06-08
Fresh Meadows, NY
kudos:1
reply to tymoney321

Ask to talk to the presidential escalations team. I think I posted the info in this forum quite some time back.



kilrathi
Premium
join:2005-04-22
Rockaway Park, NY
reply to tymoney321

After nearly a year I managed to get level 3 tech to file his own ticket based on all the data he saw and client relations allowed to send in 3 plant tech trucks at the time when my problem(which is basically what yours is) occured the most. They went from node towards end of line in my direction pole by pole trying to catch what was causing upstream snr to keep dropping between 26 and 18 back and forth and it would not always show up. After 3 hours they found a street and tap that when unhooked all upstream snr went up to 29+ and no jumps, they finally determined there was illegal cable hooked from that tap to some device that must of been causing the problem. Once they called in main office and disconnected that tap ever since that upstream problem went away. Situation is similar to yours although when my problem occured the upstream speed would be bad and packet loss but downstream was not as affected as yours is so its possible it maybe similar issue or combination of things going on. good luck.


tymoney321

join:2007-04-08
Flushing, NY

Damn nearly a year, that's horrendous . It does sound like my problem though. Many times my upload won't even connect to the speed test so its definitely one of the issues.Thanks for the info. I'll ask about upstream signal to noise ratio if I ever get in contact with them again. Lvl 3 won't even talk to me right now, they are trying to send another local tech for the "local issue". Hopefully upstream snr is the magic word.