I have been having connectivity issues (download/upload) in the past few weeks and called tech support last Thursday. A tech came on Saturday, changed a section of the coax from the box to my business and we tested the connectivity. I have 25/10 and tested at 30/5. Download is fine after the section of the coax was replaced. The problem is with the upload speed. I am getting half the speed I am paying for. The tech replaced the modem, new SMC, upload speed still the same, between 3-5Mbps. Tech suggested that because my line had some errors/noise, they may have dialed down the upload speed and that would return to normal 10-12Mbps by the afternoon. 4 days later I am still struggling to get more than 3-5Mbps on the upload. I spent more than 5 hours on the phone with the tech support, had 2 tickets escalated to Tier 2 and the response was that there is an outage in my area (East Bay, Bay Area) that affects about 200 customers and there is no ETA for a fix. Is anyone able to provide some information or guidance on how to have this resolved? How can I escalate this to have the upload issue resolved, as upload is essential for my business.
The problem is that there is no outage reported in my area, regular support is not aware of any outage and they keep reprovisioning the modem when I call, or suggest to have it replaced once again, or send another tech, while Tier 2 says that there is an outage in the area and they don't know when/if it will be fixed.
Thank you for your help.
Update: it appears the issue was resolved, getting the proper speed on download and upload now.