machone123
join:2001-12-03
Plainfield, IL
| reply to Ted_C
Re: Chicago (North Shore) nightly ATT sync problems
Ted;
I don't think your problem is isolated to you. I have friends all over that are having high latency about 4 hops into the ATTBI network between 6-12pm the last few nights.
Everytime i called support i got the run around so i took it higher... I wont say specifically what i did but I now have the ear of the top comcast people in the area and trust me, they will look into this since the word to help me came from Comcast executive management.
When you get slowness maybe you could do a traceroute and email it to me...
for example, in DOS do a "tracert www.yahoo.com > c:\trace.txt"
Email me the trace.txt file that gets creates and I can use it to show them it's affecting MANY users. |
|
roadczar
join:2001-11-09
Wilmette, IL
| reply to JTRockville
Contacting my village manager yielded little results. If the problem is not resolved I may try filing a small claims suit and/or contacting local media. I just don't have time to keep dealing with this. Apparently expecting good service is too much to ask for these days.
On the positive note, at least now I am dealing with someone local and don't have to call their general support number. |
|
JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD
clubs:
 ·LINGO
 ·Sprint Mobile Broa..
 ·surpasshosting
 ·Verizon FIOS
| reply to roadczar
said by roadczar  :
It has taken me 6 weeks, 6 truck-rolls, countless calls, and a letter threatening a lawsuit before someone actually called me from the local office.
I got a contact for my local Comcast office by contacting the franchise authority. said by roadczar :
What I need is a dependable line I can count on to do my work.
Amen, roadczar!
When I told my county councilmembers how I felt, they were VERY responsive:
Maryland County Gets Tough |
|
roadczar
join:2001-11-09
Wilmette, IL
|  reply to roadczar
Update 2/25/03:
My line is still down (about 11 hours now). I talked with Kevin who wanted to schedule another truck roll (#8) with all day appointment. I refused it. Told them they have ~ another hour and a half to trouble shoot it or they may miss it for the rest of the year until the next winter. It has been 7 weeks now without any results…
I have never once asked for the credit, don’t care about it. What I need is a dependable line I can count on to do my work. This down time has cost me much more than the ~$40 credit.
Ted,
What ATT/Comcast is missing in their support structure is a way of escalating calls to a local office. It has taken me 6 weeks, 6 truck-rolls, countless calls, and a letter threatening a lawsuit before someone actually called me from the local office. Now with total of 7 truck-rolls the problem still persists. Good luck to you as well.
Data Ho,
Thanks for the tip, but I am already subscribing to their premium service and have accessed the modem logs. Unfortunately it has been on/off type of problem. I either loose the signal completely or have a perfect connection. The problem is most likely with a signal repeater down line. |
|
JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD
clubs:
·LINGO
·Sprint Mobile Broa..
·surpasshosting
·Verizon FIOS
| reply to roadczar
roadczar, I highly recommend the BBR Line Monitor to help document your up/down times.
The next time you drop, check your modem logs:
»192.168.100.1/logs.html
Check your signal levels at various times of the day, and save them, so you can notice variation:
»192.168.100.1/signal.html |
|
Ted_C
join:2002-01-20
Joliet, IL
 ·Comcast
| reply to roadczar
Hey RoadCzar:
Sorry to hear about your current ordeal. I can only input the fact that something screwry is going on hear in Chi-land. For about the past 3 weeks, I've had dial up speeds during prime time (6p-11p). I have dedicated line off a tap from my drop. Motorola SB4100. Was showing wild fluctuations in my S/N ratio from 29 down to 19db. I never lost sync, just had crap for speed.
I called and got a truck roll scheduled, which was a no-show.
S/N ratio is now stable, but tonight for example (very typical) I had 506/221 at 7p, 8p and 9p. At 10:30pm my read was 909/219. Now at 11p, I'm back at the caps. This is the first speed/traffic problem I've had since Jan. of last year.
Seems strange that everyone who chimes in here or calls for support has a modem problem or a wire problem, or a connector problem...how can this be?? There's got to be someone, somewhere in that mass of "heads" that call themselves "network engineers" (does ATT employ any of these guys) who can see what the hell is going on here and fix it.
Is is possible they consistently deny network trouble to avoid issuing credits to subscribers? Is a truck roll cheaper than a week credit?
Anyway, that's my rant...you're not alone Czar, keep the pressure on them, and we'll do the same. Perhaps we'll get some grease if we squeak up the place enough. |
|
roadczar
join:2001-11-09
Wilmette, IL
| reply to roadczar
Update 2/13/03
Down time Sometimes after 1:30 am - ~8:30 am
Update 2/14/03
Down time Sometimes after 1:30 am - ~8:00am
Called and spoke with manager Jini who again promissed to escalate.
Update 2/15/03
No down time.
Truck rolled by at 9am. The technician was here previously and was as frustrated as I am at AT&T. He said that since they already they replaced everything multiple times the problem is obviously further down the line. He suggested I write a letter to the corporate headquarters. This is my next step.
Update 2/18/03
No down time. Looks like it may have been related to cold weather and we are having a warm spell in Chicago.I hope I don’t have to wait until the next year to resolve this… Waiting for ATT/Comcast to reply to my formal complaint letter.
Update 2/19/03
Received a phone call from Kevin C. from local office. Kevin seems to think that the problem maybe caused by having 2 splitters instead of one on the line going to my cable modem. I was hesitant to believe that this was the cause, but agreed for another tech visit to run a dedicated line on 2/22/03 truck-roll # 7. By the way I had no downtime since 2/15/03, which I believe, was the result of a warmer weather (above 10F).
Update 2/22/03
Truck-roll #7. Technician did not think that running a dedicated line will resolve my problem, but ran one anyways. Still no cable down time since 2/15/03. The test will come on Tuesday night (2/24/03) when it will get down to 0F.
Update 2/24/03
As I predicted the connection dropped at around 9pm it is 9F and –5F wind-chill. I left the message with Kevin. I am concerned that there may not be any more cold days left this year and the problem will re-occur next winter.
[text was edited by author 2003-02-24 23:31:58] |
|
roadczar
join:2001-11-09
Wilmette, IL | reply to Dason
Dason,
Thanks for sharing your experience and resolution. I will run it by the tech who is coming this Saturday.
Did they explain why the problem was always at night?
Or what does re-balance the line means? |
|
nkatz
join:2001-12-26
Evanston, IL | reply to Dason
So much for the good times. Mine has disconnected and reconnected itself several times since last night. I haven't checked the speed, but what's the point if I can't maintain a connection. |
|
Dason
join:2002-03-07
Salt Lake City, UT
| reply to roadczar
I recently had the same nightime sync loss problem. Prior to complete sync loss my download went to almost nothing.
Thanks to the fabulous Salt Lake ATTBI crew and their presence on this board, dexyhessmal, falling_star and company had my problem fixed in a few days. I can't imagine what would have happened if I had tried to resolve my problem over the phone with tech support. My connection was perfect during the day.
Dexy even got a tech out after hours on very short notice while I was having problems to figure out what was wrong. According to dexy I was having a downstream signal problem and the next day he had a tech out to "rebalance the line." Everything has been great since then.
I noticed on docsdiag for my modem (it doesn't have a built-in diagnostic page) that my downstream signal strength went from -3db before the fix to about +5db after the fix. Furthermore, my error rate is now zero whereas before my correctable error rate was about 1/3 of my total traffic.
I hope you get your problem fixed. It sure was frustrating losing my connection in the evenings. |
|
nkatz
join:2001-12-26
Evanston, IL
| reply to roadczar
This is about what I've been getting all night. I've got my fingers crossed.
2003-02-12 23:02:21 EST: 1730 / 219
Your download speed : 1730819 bps, or 1730 kbps.
A 211.2 KB/sec transfer rate.
Your upload speed : 219731 bps, or 219 kbps.
Seems like broadband .. above the 1mbit barrier!
|
|
roadczar
join:2001-11-09
Wilmette, IL
| reply to nkatz
So far I have sync, but my upload speeds are dropping...
2003-02-12 22:53:39 EST: 1543 / 53
Your download speed : 1543304 bps, or 1543 kbps.
A 188.3 KB/sec transfer rate.
Your upload speed : 53219 bps, or 53 kbps.
Your upstream result was very slow! .. not good |
|
nkatz
join:2001-12-26
Evanston, IL
| reply to roadczar
Mine's actually working since I got home today. I can't imagine it will last.
It might help contacting the village. When they had the switch from @home my service wasn't working when the rest of Skokie was. I called the person in Skokie that handles cable, she called somebody at AT&T and they got it working the next day. |
|
roadczar
join:2001-11-09
Wilmette, IL | reply to roadczar
Well, I contacted a Wilmette Village manager she will contact AT&T for me. We'll see where this takes me.
Then there is always a chance in court.
»SBC Customer Gets Paid |
|
nkatz
join:2001-12-26
Evanston, IL | reply to roadczar
I don't think I'll take that bet. I'm really close to canceling my service, much as I used to like having cable access. This is just not worth it since it doesn't work anyway. |
|
roadczar
join:2001-11-09
Wilmette, IL
| reply to Shamer Jr
said by Shamer Jr :
I'm in Arlington Heights here and having the same problems. Around 5pm the modem loses sync. Had a tech out on Friday and when he was there the modem was working fine. He said the I had a strong signal and it might be a bit too strong. About an hour after he left the modem lost sync for about 15 minutes then came back. A line tech was out on Saturday to lower the signal at the pole. No problems on Saturday at all. 5pm on Sunday roles around and the modem loses sync again, down for about 4 hours. Tech appointment number 2 will be here tomorrow. This has been going on for about 2 weeks now. Modem will lose sync and sometimes come back after a few minutes and other times is out for hours. I have an RCA modem. I also see some major packet loss during the evening as well. Let you guys know how it goes after tech visit 2 tomorrow.
Funny, they told me that my problem was unique.... |
|
roadczar
join:2001-11-09
Wilmette, IL
| reply to roadczar
Update 2/11/03:
(Recap)Truck #5 came and went on 2/9. The last tech asked me to tell truck #5 not to waste time and go straight to the pole to “shoot the return back”. “Not the proper procedure” replied truck #5 and proceeded replacing the same connector that was already replaced 4 times before. While he was replacing a connector that was only 2 days old my line came back up and he was again unable to trouble shoot the problem. “Lets swap the modem and see what happens” said truck #5 and left.
The line was up on Sunday, but went down at 4:30 PM, on Monday 2/10. I called the tech support (in Canada), I was told that a “special report” is filed and I will get a call from the local Chicago office in 2-3 hours to schedule an emergency off hour’s appointment. No one called. When I called back I was told they (without telling me) already scheduled a truck roll # 6 for 10/12! I told them not to bother wasting my time.
Supervisor Tong said that (since this is 6th week) he would escalate my issue to his bosses, bosses, bosses…, boss. And the problem will be resolved this time for sure….
Do you want to bet? |
|
nkatz
join:2001-12-26
Evanston, IL
| reply to roadczar
Well, now besides being disconnected regulary, I'm getting dialup speeds. At least before today during the periods when I was conncted it was a fast connection. It just gets worse and worse. This would be a real good time for AT&T to tell me a rate increase is coming. |
|
TrueAudio
192khz
Premium
join:2002-02-24
Richmond, CA
| reply to roadczar
Hmmmm. Trippy. We suspected have the same thing happening to us also, but i think ours is at 3am .. seems like its everynight. Ive been trippin on these logs on my modem...
take a look at these, and see what you think.
I dont know much about cable modem logs, but those dont look good (at least to me). |
|
Shamer Jr
join:2003-02-09
Arlington Heights, IL
| reply to roadczar
I'm in Arlington Heights here and having the same problems. Around 5pm the modem loses sync. Had a tech out on Friday and when he was there the modem was working fine. He said the I had a strong signal and it might be a bit too strong. About an hour after he left the modem lost sync for about 15 minutes then came back. A line tech was out on Saturday to lower the signal at the pole. No problems on Saturday at all. 5pm on Sunday roles around and the modem loses sync again, down for about 4 hours. Tech appointment number 2 will be here tomorrow. This has been going on for about 2 weeks now. Modem will lose sync and sometimes come back after a few minutes and other times is out for hours. I have an RCA modem. I also see some major packet loss during the evening as well. Let you guys know how it goes after tech visit 2 tomorrow. |
|
