Slow download speeds in peak usage hours which improve in off-peak hours are usually caused by congestion in the Optimum Online network, either at your »Cable Modems and Wiring Issues »Node or at one of the upstream routers.
First of all, check to see that this is actually the problem causing your decrease in download speed. If your speeds are slow regardless of time of day, then you probably have a different problem, and should try »/tweaks. Also check that your modem signals are in range: »Optimum Online FAQ »What should my modem levels be?
If you are still seeing slowdowns in peak hours, you will need to find some way to convince those who can fix the problem that there actually is one. Essentially, you want engineering to split your node or otherwise re-arrange OOL's network so as to eliminate the peak-hour overloading.
One way to do this is to survey your neighbors to see if they are also having the problem. Start by asking your closest neighbors. If you are in an apartment building, you could, for instance, post a note by the mailboxes, with a check-box for people to indicate their situation. Also contact any other neighbors you know, even those who are just acquaintances. If you are the outgoing type, you could do a more general canvas, I suppose. The more people you ask the better -- but you don't need to survey the whole zip code.
As for node boundaries, it doesn't really matter if you get responses from people who aren't on the same node. And you do not need to include responses like "my speed is fine" in your list -- just include the list of those who have complaints. Although, if everyone in the area is saying that their speeds are fine, then you may want to reconsider whether there is actually some other problem specific to you.
Once you have your list, call customer service and politely explain the situation ["My neighbors and I have been having slow speeds in peak times ..., and I was informed that providing a list of affected OOL users in the neighborhood would be helpful to you in diagnosing the problem..."]. If the support person isn't immediately helpful, ask politely to speak to second level support, and repeat your story. Don't forget to offer to fax or email the list of affected users, and always make sure the first thing you do when speaking to anyone at customer support is ask their name and position, and record this information.
Regardless of whether you manage to get customer support to accept your list, you should get them to roll a truck [send a technician to your home]. Politely explain the situation, presenting the list to the technician who shows up. Let them run whatever tests they wish to run -- you will need to prove to them that the problem is not in your own system. Do not get confrontational -- just politely insist that they call in and convey the situation up the chain of command. Try to get the supervisors name and telephone number. Make sure you have a printed copy of the list that the engineer can keep, and insist that they physically attach the list to their copy of the trouble ticket before you sign it. It is important to sign the ticket, and that it indicate that the problem was not inside your home, because otherwise they may charge you for the visit.
Always remember that the whole purpose of this exercise is to get a list of OOL customers with speed problems into the hands of the people who can actually fix the problem -- the engineers in the local office. And keep in mind that if you act politely and professionally throughout the process, so will they.
I don't guarantee that this will work every time, but I have seen it work in the past. It is definitely worth a try.
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by spidey3  edited by Lex Luthor
last modified: 2005-05-23 11:45:23 |
