We have had several short term outages in the last week, and two longer term (3 or more hours) in the last few days. We have also been having very reduced upload speeds (2Mbs instead of 20). A field tech visited and found most everything was ok (during one of the times when we had service). What's the next step in looking at our upload speeds?
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I would like to assist with the internet service concerns. Can you please reach out to us through private message with the name, address and phone number on the account?
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Contact: Jim <Edited for violating forum guidelines>
Phone <Edited for violating forum guidelines> (main phone number not available at my workstation)
Account telephone is <Edited for violating forum guidelines> - do not use it.
Thank you for the information Jim. I have reviewed the previous visit. I do show that the technician stated that the issue was directly related to the internal equipment or wiring. Have you made any changes to the internal setup that would have impacted the services and saw no change?
I spoke with a CSR on Thursday last who said your diagnostic equipment reported "low signal levels," and set up the appointment. Before the tech could arrive, we had a four hour outage on Friday (sept 7). When the tech arrived on Monday, 10 Sept, he reported that the signal levels were "too high" and installed an attenuator. He never said that the signal level was the cause of our upload speed problem, and he never claimed that the attenuator would fix it.
We have made no changes to our network infrastructure between two weeks ago and this time.
I can schedule another technician to the location to further review the issues and concerns that you are experiencing. Would you like me to schedule someone?
You are fine. I actually pre-scheduled the appointment so that I would not lose the window. So I have that appointment scheduled for you. I am actually showing that they should be on site now.
Hello, I do show that the technician was out yesterday, but I am showing that he completed the order as he did not have access. Was there a device he could not get access to?
I never heard from the technician. No text, no phone call. So I don't know who s/he asked for access, but it wasn't me. We're in a small office, I would have noticed if s/he had shown up.
We're 1430 Massachusetts Ave, Cambridge, MA 02138, Floor 5.
Best contact is 781 254 7537.
That is where I had them scheduled to be for you. I would like to reschedule, as I want to make certain that we get this addressed. It is possible that what they did not have access to was the external tap. If we reschedule then they will be prepared to access everything and I can ensure that we get everything working again.
That would be great, thanks. I expect to be here all day until 4PM eastern time, and regular working hours Monday the 18th. Please have them call or text when getting close.
Hello, I just wanted to check in with you as we did have a tech out on 9/14/18. I am showing that they were refused entry. Is there a better time or date for me to schedule someone so that this can be addressed?
No, as in my previous post I have gone through extensive elimination steps to try and isolate the cause. At this point I beleive the MAC address is being flagged for a speed reduction somewhere outside the PC. When I unplug the ethernet cable from the failing PC and plug into a different laptop I get much faster speeds, so I know the hardware/cable setup is good. I compared NIC settings against a working PC with the exact same configuration and the settings are identical. Thinking that the issue could be with your router. It has been having issues ever since I upgraded speed tiers several months ago. Dropped connections, speed all over the place etc.. I would like someone to come out and look at this box or replace it.
Hello Batwingz, I have responded to your message through private. I will continue with you there so that we can make certain to get this fully addressed for you.