Connectivity
Back to Top

Outages and low upload speeds

SOLVED
Highlighted
sonamjim
Visitor

Outages and low upload speeds

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?

Accepted Solution

Re: Outages and low upload speeds

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? 

View solution in context
Official Employee

Re: Outages and low upload speeds

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? 

sonamjim
Visitor

Re: Outages and low upload speeds

I tried that and received an error saying I had reached the limit of private messages for this account - and it's the first one I ever sent. WT?

sonamjim
Visitor

Re: Outages and low upload speeds

Customer number 

  • Account Number

    <Edited for violating forum guidelines>

  • Billing Address
    Service Address

    <Edited for violating forum guidelines>

     

    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.

     

    Thanks, 

Official Employee

Re: Outages and low upload speeds

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? 

sonamjim
Visitor

Re: Outages and low upload speeds

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.

Official Employee

Re: Outages and low upload speeds

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? 

sonamjim
Visitor

Re: Outages and low upload speeds

Please do schedule a technician. Thank you very much.

Official Employee

Re: Outages and low upload speeds

I can have a technician to the location today 9/13/18 between 1pm and 3pm. Would this work for you? 

sonamjim
Visitor

Re: Outages and low upload speeds

Yes, thanks. I realize I'm replying late, so any time until 5, or any time tomorrow works, too.

Official Employee

Re: Outages and low upload speeds

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. 

sonamjim
Visitor

Re: Outages and low upload speeds

You rock! havne't heard from them yet, but the window's stll open.

Official Employee

Re: Outages and low upload speeds

They should be at the location soon. I will follow up and continue to check in to make certain that we get this resolved for you. 

Official Employee

Re: Outages and low upload speeds

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? 

sonamjim
Visitor

Re: Outages and low upload speeds

Thanks Comast_Michelle,

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.

 

thanks again,

Official Employee

Re: Outages and low upload speeds

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. 

sonamjim
Visitor

Re: Outages and low upload speeds

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.

 

Cheers,

Official Employee

Re: Outages and low upload speeds

I can have someone out today 9/14/18 between 11:00am and 1pm would this work for you? 

Official Employee

Re: Outages and low upload speeds

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? 

batwingz
Visitor

Re: Outages and low upload speeds

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.  

 

Official Employee

Re: Outages and low upload speeds

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. 

Discussion stats
  • 20 replies
  • 760 views
  • 0 kudos
  • 3 in conversation