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internet service call?? #841446
10/10/12 10:34 AM
10/10/12 10:34 AM
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Delaware, USA
SharonB Offline OP
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My internet service has been out for a couple days. I didn't call about it at first because they said there would be interruptions because of sun activity or something like that thru 10/19. But I couldn't get on this morning so I called them.

The computer service had me doing several routine checks on my modem till I got irritated and asked for an agent. The agent tried to help me but I couldn't get the cable wire unscrewed from the wall so he setup a service call for tomorrow morning. He said I would see "A Big Difference"

In the meantime, I found my internet came back on without my realizing it.

My question is -- Should I cancel my service call? The reason I ask is that if he comes out he might improve my internet speed - I'm hoping. At it's best I can only get 11 and a lot of times a lot less.

So technically, my internet is fixed and I'm waffling over letting the guy come anyway for a potential improvement in service/speed.

What do you think?

Re: internet service call?? [Re: SharonB] #841449
10/10/12 10:45 AM
10/10/12 10:45 AM
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southeast USA
Jenny100 Offline
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Since you still have problems with the speed, it sounds like you still need some sort of service. What speed is your service supposed to be?

Quote:
At it's best I can only get 11 and a lot of times a lot less.

Is that 11 Kbps or 11 Mbps?
If you go to
http://www.speedtest.net/
what numbers does it give you?

Re: internet service call?? [Re: Jenny100] #841455
10/10/12 11:26 AM
10/10/12 11:26 AM
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Oklahoma, USA
Homer6 Offline
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Did that agent say anything about a service call charge? If there won't be a service call charge, then let them do what they have to do at your house. The outage could have been the result of them upgrading their service and they may have to make changes at your house.

With that in mind, before the service tech does anything at your house, ask if there will be a charge for doing any work. If that tech tells you there will be a charge, then you can decide if you want to pay the charge and let them do what they're going to do.

I wouldn't cancel that service call because something caused you to lose service. It could be they were working on their equipment, a bad service wire coming to your house, a connection somewhere in their main line, and only by testing the connections with a test set will you and they discover if the problem still exists.

Last edited by Homer6; 10/10/12 11:30 AM.

If something gets your goat, it just proves you have a goat to get.
Re: internet service call?? [Re: Jenny100] #841457
10/10/12 11:33 AM
10/10/12 11:33 AM
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Delaware, USA
SharonB Offline OP
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Jenny, WOW! yay It's MB/s -- I tested using your link for speednet and my first reading was 17.40 and then tested again and got 20.75. Second read used a different server different host. Both reads were for 100mi distance.

I've never had anything close to these readings before!! woot

My history shows that my last readings on 7/26 were for 5.13 and 9.28 - 1000mi distance.

I think I'm supposed to get around 10 - 15 mb. It's hard to remember because they improved/changed the service levels here. 20MB/s is supposed to be their max speed for residential service. My bill says $29.95 for High Speed Residential.

Edit: Good point Homer6, I'll let them go ahead test the system. The modem is over 5-years old -- they may want to change it out for a newer/better modem.


Last edited by SharonB; 10/10/12 11:37 AM.
Re: internet service call?? - Update [Re: SharonB] #841632
10/11/12 09:51 AM
10/11/12 09:51 AM
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Delaware, USA
SharonB Offline OP
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Service guy came and checked everything. Checked the cable box too. Said that everything is working okay with internet and he made a few different connections on the outside box to give me a better signal. He did the speedtest for my system and it went up to 24 mbps. woot He attributes the buffering times etc to XP and slow/old processor.

I had been hearing a fan/hum in the cable box and getting some picture breakup as well. He offered to replace the box but says it's not running very hot and I have a good bit still recorded on it. He suggested I just unplug it for a couple minutes when it gets loud. If this happens more than once a week I should call again so they can replace the box. No service charge.

Also, my modem doesn't need to be changed and it is already wireless so I won't need to upgrade that when I get my new system. He said my router is also wireless so that's something else I don't need to upgrade. (I had deliberately purchased a wired router for the stability of connection as everything is pretty close together anyway.)

So I'm happy. yay

Re: internet service call?? - Update [Re: SharonB] #841638
10/11/12 10:08 AM
10/11/12 10:08 AM
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Draclvr Offline
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Great news, Sharon! I would sell my firstborn (sorry, Jason!) for those kinds of speeds! I'm grateful for my high speed broadband out here in the country, but I can only dream of speeds above 4 or 5 Mbps.


Gardens put to bed for the winter. Time for some gaming!
Re: internet service call?? - Update [Re: Draclvr] #841642
10/11/12 10:40 AM
10/11/12 10:40 AM
Joined: Apr 2002
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Oklahoma, USA
Homer6 Offline
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Good to hear Sharon, though if equipment has to start being unplugged for periods of time to stop something, it is only a matter of time before it dies.

Drac, we were in the same boat, bottom of the speed bracket for DSL. Then our phone co-op came around to all the cities/towns/communities and laid fiber optic cable, with fiber drops to the houses. Now our phone service and internet service runs over fiber. We opted for the 12 MB speed, which now seems like it did when we went from dial-up to DSL. Everyone could have better internet connections if the phone companies want to spend the money. But returns won't be soon enough to cover expenditures.


If something gets your goat, it just proves you have a goat to get.
Re: internet service call?? - Update [Re: SharonB] #841649
10/11/12 11:28 AM
10/11/12 11:28 AM
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Beverly Hills, Florida
kjos Offline
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Just wondering if this is fast.
Ping-57MS
Download Speed-43.78 mbps
Upload Speed-5.32-mbps
Thanks
Richard


***To Error is Human**To Forgive is Divine***
Re: internet service call?? [Re: SharonB] #841653
10/11/12 11:41 AM
10/11/12 11:41 AM
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Texas
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Good gosh a mighty, Richard! eek
Are you sure those readings are right?
My speeds are dismally slow compared to yours:
35
3.07
.71
(New home in a small town, middle of 3 internet choices.)
My previous home was twice that fast.
If you're not joking, you should be very happy!

Re: internet service call?? [Re: SharonB] #841658
10/11/12 12:06 PM
10/11/12 12:06 PM
Joined: Oct 2001
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Beverly Hills, Florida
kjos Offline
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LadyCav,I tried it 3 times and all about the same speed.
Richard


***To Error is Human**To Forgive is Divine***
Re: internet service call?? - Update [Re: kjos] #841660
10/11/12 12:18 PM
10/11/12 12:18 PM
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Delaware, USA
SharonB Offline OP
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Those are really great readings, Richard! bravo

I looked at my Mediacom Promotions page and there is one internet package better than mine.

Download up to 50 Mb/s
Upload up to 5 Mb/s

for $39.95 per month for a year.

They must have been doing major upgrades without my realizing it. I knew my internet was faster and my computer was faster but I attributed that to my reformat.

Anyway, I might go for the next level in internet speed when I get my new computer. laugh

Then we'll talk "Whoosh" yay penguin

Re: internet service call?? - Update [Re: SharonB] #841738
10/11/12 09:47 PM
10/11/12 09:47 PM
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Chicago
oldbroad Offline
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My numbers are: Ping (whatever that is) 25 ms, Download 1.85 Mbps (I'm supposed to be getting 3 with my U-verse), and Upload .47 Mbps.

Re: internet service call?? [Re: SharonB] #841763
10/11/12 11:52 PM
10/11/12 11:52 PM
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This is so sad, why such a difference? Now I understand why I keep saying I could go to the store instead of look it up online and get the information faster. My PC has slowed down in the last few months even more. Numbers are D/L 2.99 bps and U/L 0.54 bps.
Terri sad


When you live in the past, it costs you the present.
Re: internet service call?? [Re: SharonB] #841765
10/12/12 12:00 AM
10/12/12 12:00 AM
Joined: Jun 2005
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Near St. Louis, MO
Draclvr Offline
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What does your ISP have to say, Terri? Sometimes there are issues on their end and it takes some persistence to get them to address it.


Gardens put to bed for the winter. Time for some gaming!
Re: internet service call?? [Re: SharonB] #841766
10/12/12 12:05 AM
10/12/12 12:05 AM
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Rivellon
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traveler Offline
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Call your ISP up and ask about the price you're paying for what you're getting. You may find out that you can upgrade to a faster speed without paying any more than you already are.

It helps if you complain about the price you're paying now. Suddenly, they have a deal for you! grin


Gil.


"Best not to think about it. I don't want to fall to bits 'cos of excess existential thought."
Re: internet service call?? [Re: traveler] #841861
10/12/12 11:06 AM
10/12/12 11:06 AM
Joined: Apr 2002
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Oklahoma, USA
Homer6 Offline
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I didn't give the test numbers any thought until I read the other posts. I ran the test three time, clicking on the New Server button before each test.

Ping stayed the same each time: 25 ms

First test: Download was 12.99 Mbps
Upload was .97 Mbps

Second test: Download was 16.01 Mbps
Upload was 1.06 Mbps

Third test: Download was 15.37 Mbps
Upload was .88 Mbps

Yes, do contact your ISP if the download speed is less than what you're paying for. And keep calling if it doesn't change.

It could very well be they are having equipment problems and are working to fix the problem. It's also possible there's something bad between the house and the main office. Or something wrong at the house. Everything between house and main office need to be tested in order to determine if everything is up to specs or if something is failing.

Also keep in mind that speeds will vary if you have internet service through a cable TV provider. Those I'm aware of run their internet service over their coaxial cable, the same cable used for cable TV.

(Unless the company has upgraded everyone to fiber optics. In which case, each person would be connected to an individual fiber within the cable. Or working through a splitter which breaks up the service between several users over the same fiber. Splitters don't degrade speeds near the same as everyone working over the same coaxial cable.)

This means that everyone who has cable TV or internet service work over the same wire and shield in that cable. Cable TV users won't notice a slow down because their service is one way, receive only. But internet users will notice a change because it's send and receive. And the speed of the internet service will decrease as more people get online.

Don't let them give you the garbage that they're only obligated to provide a connection, that the speed you pay for isn't guaranteed. Because if the speed isn't guaranteed then why are you being charged for something they can't provide. That's fraud.

Two last resorts if you can get satisfaction from your local provider. If you continue to have problems, and your provider keeps telling you there isn't a problem or refuse to try and fix the problem, file a complaint with your local Corporation Commission/State Corporation Commission. And if that fails, file a complaint with the FCC. Companies do not like dealing with either of these agencies.

Filing the complaints is a last ditch effort, but you are a consumer paying for a service. And the providers have an obligation to provide the best service they possibly can.


Edited to correct posting error.


Last edited by Homer6; 10/13/12 02:14 AM.

If something gets your goat, it just proves you have a goat to get.
Re: internet service call?? [Re: Homer6] #841867
10/12/12 11:42 AM
10/12/12 11:42 AM
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southeast USA
Jenny100 Offline
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Originally Posted By: Homer6
Ping stayed the same each time: 25 ms

First test: Upload was 12.99 Mbps
Download was .97 Mbps

Second test: Upload was 16.01 Mbps
Download was 1.06 Mbps

Third test: Upload was 15.37 Mbps
Download was .88 Mbps

Homer, the first number they give you is your download speed. The second is your upload speed. Upload speeds are usually pathetic compared to download speeds and you have to get a special ($) business type connection to get upload speeds equal to the download speeds.

Re: internet service call?? [Re: Jenny100] #842010
10/13/12 02:15 AM
10/13/12 02:15 AM
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Oklahoma, USA
Homer6 Offline
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Thanks Jenny. Guess I can't read my own writing. I corrected that post.


If something gets your goat, it just proves you have a goat to get.
Re: internet service call?? [Re: SharonB] #842062
10/13/12 09:49 AM
10/13/12 09:49 AM
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southeast USA
Jenny100 Offline
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Just didn't want anyone to be confused by it, Homer.
Thanks for all the research you're doing.

Re: internet service call?? [Re: Jenny100] #842071
10/13/12 10:31 AM
10/13/12 10:31 AM
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Oklahoma, USA
Homer6 Offline
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No, there's enough confusion around without making more.

You're welcome.


If something gets your goat, it just proves you have a goat to get.
Re: internet service call?? [Re: Homer6] #842136
10/13/12 02:53 PM
10/13/12 02:53 PM
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Delaware, USA
SharonB Offline OP
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On further testing I find that my download speeds vary drastically. My best speeds 16 - 24 MB/s download are in Baltimore, 100mi & Washington DC beta server. Anywhere else and my speeds drop down to 12, 9, 5. My service seems slower anyway and I'm not sure how that affects surfing from site to site as opposed to downloading a file.

Re: internet service call?? [Re: SharonB] #842139
10/13/12 03:02 PM
10/13/12 03:02 PM
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Called my ISP yesterday, got no information. They wanted to know what the test results showed before they would tell me what I should be getting. Talked with the business office and I can get an upgrade for about $15.00 a month more. (won't be much faster) But I will have to sign another contract. That doesn't make me happy. But first I will be contacting someone in corporate that I have been in contact before. wave


When you live in the past, it costs you the present.
Re: internet service call?? [Re: SharonB] #842140
10/13/12 03:14 PM
10/13/12 03:14 PM
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Oh, my... I'd have been raising holy heck if they wouldn't tell me what I'm already paying for. That is the worst of the worst of the worst.


Gardens put to bed for the winter. Time for some gaming!
Re: internet service call?? [Re: SharonB] #842143
10/13/12 03:44 PM
10/13/12 03:44 PM
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Arizona
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Modems (including DSL modems) will negotiate down when receive errors are detected. Unfortunately they never negotiate back up.

So if you're not getting the expected transfer rates, try powering the modem off a minute or so, and then test your connection speed.

Re: internet service call?? [Re: InlandAZ] #842175
10/13/12 07:38 PM
10/13/12 07:38 PM
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Delaware, USA
SharonB Offline OP
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Did that Inland. Now having problem testing speed at all. Does the ping (90s) then keeps flashing connecting. Internet is definitely slower. It was moving along pretty good before the internet went down and the service rep came. When I did the test after that I was shocked at the speed. Now having all kinds of difficulties. Part of the problem is that I added a big graphic mod for an RPG which insisted I have the latest DirectX, Framework 2, 4, etc, etc...

After trial and error managed to install the game, the mod and get everything working. Then used CCleaner and messed up the password connections to my bank for my financial program.
Did system restore, registry restore, program restore... Think it's fixed, but one bank is being stubborn. I'm going to wait a few days to see if it magically recovers.

Okay -- 1st test - Error -- Didn't connect
2nd test -- 3mb/s
3rd test -- 8mb/s
4th test -- 23mb/s all at default server
5th test -- 2.62 mb/s
6th test -- 20.72 mb/s (Washington Beta)

Despite the test scores I'm noticing slower performance since all this started.

I think I'll adopt a wait and see what happens for a few days. Unless you think I need to do something different.

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