cdysthe
join:2008-02-09
Round Rock, TX
 ·Suddenlink
| Connection problems (mostly) at night in Round Rock, TX.
Hi,
I am quite happy with my Suddenlink service, and have never had problems getting to talk to support and get problems solved. However, lately I ha experiencing problems I am not able to solve: At night (after 7 PM) my download speed goes down to "dial-up" speed. Also, every 5 mintutes or so my cable modem is disconnected. It goes on to about midnight when things go back to normal. We have called support several times and they saw that we got disconnected and suggested we get a new cable modem. Se we went and got a Motorola Surf Board to replace our old D-Link modem and thought the problem was solved. It wasn't. It's still dropping us at night and the download speed reduction is just as bad. Suddenlink has offered to send a technician up here to check things out, but he/she will be here sometime during the day when we do not have the problems. We asked if they could come at night, but they couldn't.
Have anyone else experienced something similar, and if so what could be wrong? I've had Cox, Time Warner and even Yahoo! DSL in the past, and really think Suddenlink has been better than any of those, so I am hoping to be able to solve the problem and continue with them. |
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Araiden
join:2008-04-12
| You can log in and see the signal levels to your modem. You should try doing that and see what kind of levels you are getting. 192.168.100.1. anything above -7 on downstream is good, and anything between 38 - 53 is pretty good on your upstream. You should see links to those once your log into your modem. the username and password should both be user user. Let us know what they are at. |
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cdysthe
join:2008-02-09
Round Rock, TX
·Suddenlink
| said by Araiden  :You can log in and see the signal levels to your modem. You should try doing that and see what kind of levels you are getting. 192.168.100.1. anything above -7 on downstream is good, and anything between 38 - 53 is pretty good on your upstream. You should see links to those once your log into your modem. the username and password should both be user user. Let us know what they are at. I'm not sure where to log in and see that. To my router? My modem? Sorry for being ignorant, but I never had to do much of these things except for setting up my D-Link DIR-655 router. We did another test last night: We went outside and hooked to modem up to where the cable comes up to the house. Same lousy connection, so the problem is on Suddenlink's side. They told us our modem was bad. We went and got a new one. That's not the problem, so we wasted some money on that. |
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Araiden
join:2008-04-12 | You want your computer hooked directly to your modem. Then you just type 192.168.100.1 into your browser. It will prompt you for a username and a login. They should both be user, user. |
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cdysthe
join:2008-02-09
Round Rock, TX
·Suddenlink
| said by Araiden :You want your computer hooked directly to your modem. Then you just type 192.168.100.1 into your browser. It will prompt you for a username and a login. They should both be user, user. Thanks! Actually, I could just type that IP into my browser on any computer on my network and get to the Motorola configuration interface. It didn't ask for a user name and password at all. Should I reset the modem to factory settings? The values I am currently getting are:
Downstream Power Level: 0.2 - 0.5 dBmV
Upstream Power Level: 45.8 dBmV
I guess that's good?
We had a service technician from Suddenlink come here yesterday afternoon. He put new cable in between the house and the connection box out by the street. They will also put some kind of monitoring device on our network to be able to see what happens with bandwidth and our connection in general at night. He couldn't put that in right away since he needed permission from a manager to do so. We'll see what they are able to find out.
I think they are really trying to solve this problem. The question is what to do if they aren't able to solve it. There's no other cable company availability in the area and we can not get DSL with the same bandwidth either. |
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Araiden
join:2008-04-12
| yeah those levels are very good actually. Him replacing that line will probably fix a lot of the issues you've been having. Not sure about the bandwidth issue, hopefully they'll figure something out  |
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cdysthe
join:2008-02-09
Round Rock, TX
·Suddenlink
| The disconnects and limited bandwidth situation is not resolved. The Suddenlink tech has been here twice, but it hasn't gotten much better. There may be fewer disconnects than before, but the bandwidth situation has not improved. Since both I and my wife depend on the connection for work we simply had to do something so we put in DSL for a month until we see if the Suddenlink problems gets fixed before our next payment is due. The AT&T DSL works just fine, and even if max speed isn't as high ad Suddenlink's advertised one it's consistently faster that what we've been getting the last few months. It's sad in a way since we have been happy with Suddenlinks responsiveness. But it doesn't help to be responsive when the problems aren't solved. |
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Araiden
join:2008-04-12
| have you tried doing a traceroute when you are having these speed issues? Do a search in the start menu for cmd window, open it up and type in tracert yahoo.com you can replace the yahoo.com with a site you typically go to. Then if you want go ahead and post the results on here. |
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cdysthe
join:2008-02-09
Round Rock, TX
·Suddenlink
| Thanks for the advice. Yes, we did a lot of tracroutes and informed Suddenlink that many of the early hops were slow with lots of packet loss. Our new AT&T 6 mbps DSL is blazing fast and their service has been phenomenal so far. We called and got to talk to a line tech who fine tuned our connection which was a little rusty initially. He did it immediately with immediate results we could see by monitoring it from the modem. We can now directly compare the two solutions. Using a bandwidth checker we can see the difference: The Suddenlink connection goes up and down like a yo-yo with tons of packet loss while the AT&T connection is a bit slower on average but flat without hardly any packet loss. When browsing it's an ocean of difference also. Pages loads immediately on AT&T while they hang and sometimes doesn't load at all on Suddenlink. Another thing we have noticed is that when we have all our computers on the Suddenlink connection with a lot of traffic going on (downloads, IM, VOIP, gaming) it chokes it completely. Not so with the DSL connection. I have no idea why that is. We are going down to the Suddenlink office today and will tell them that we have installed DSL (because we depend on the connection for work) and that if they fix this by the next weekend we will keep them. If not we'll cancel and keep the DSL connection. We do not have time to mess more with this. We need something that works as advertised. |
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Araiden
join:2008-04-12 | Sounds like their might be a problem with the node that you are on. This should be something that they can fix for you guys if that is indeed the problem. I hope that it gets resolved |
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Hookem99
Deep In The Heart
join:2007-07-18
Pflugerville, TX
 ·AT&T U-Verse
·Suddenlink
 ·ViaTalk
 ·AT&T Southwest
 ·DIRECTV
| reply to cdysthe
Hi, I was curious where in RR you are? I thought all RR was Time Warner territory.(shows how much I know) I have noticed a slight dip in performance over the last month or so, but not terrible. I did have alot of up and down issues about a year ago. My service was great one day and dead the next. Mostly when it rained! Good luck in getting your issues solved!
--
Captain Oveur: Joey, have you ever been to a Turkish prison? |
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cdysthe
join:2008-02-09
Round Rock, TX
·Suddenlink
edit:
May 7th, @12:03AM
| I'm far south in RR, close to Pflugerville, so not "RR proper" only in zip. It used to be Cox country here until Suddenlink gobbled up the area. I never tried Cox Cable since we were on DSL at the time. The increased speed Suddenlink could offer lured us over.
The Suddenlink connection is still trashy (I still have a computer on there to be able to check if they are doing something) while the DSL works like a charm. The DSL is slower on paper, but faster in use (if that makes sense). My kids have been telling me "The Internet is so nice now, Daddy. Thanks!".
Suddenlink has this week to sort it out or I'm outta there. I was very happy with them to begin with, and have no complaints when it comes to customer service. However, being nice only gets you so far. You need to solve the actual problem, and they aren't doing that it seems. It's been months now and I'm sooooo tired of it. |
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Hookem99
Deep In The Heart
join:2007-07-18
Pflugerville, TX
·AT&T U-Verse
·Suddenlink
·ViaTalk
·AT&T Southwest
·DIRECTV
| Ok, so you are by me.(Pfville Lp & G.A.P.) I had alot of issues in the beginning with SL. My connection had been pretty solid recently, up until about a month or so ago. Speeds flucuating quite a bit, but no drop offs so far. ATT just completed their Uverse project here in my neighborhood, and although their internet package looks good (up to 10/1.5), I am not to sure about their TV yet(only 1 HD stream). I tried a dry loop ATT DSL line, a few months ago, but it seemed lagging. Good luck, I hope everything works out for you!
--
Captain Oveur: Joey, have you ever been to a Turkish prison? |
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cdysthe
join:2008-02-09
Round Rock, TX
·Suddenlink
| I've been drooling over Uverse but thought I couldn't get it, and I probably still can't. How did you find you they're completed their Uverse project? If I could get that within a reasonable time it would be great. I've spoken to people with both Uverse and Fios. Pretty nice services both of them.
As for ATT DSL their web site and sales rep told me I could only get their 3 mbps downstream offering. However, when I spoke to a line tech (after having had to go through hell with the initial support person to have her escalate to a tech) he told me both the sales rep and web site is wrong: I can get their highest downstream package. Sales and web site isn't updated with the latest and greatest. We simply called in and did what the line tech told us to do and voila our DSL speed was doubled. Never take no for an answer when it comes to broadband internet connection! |
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Hookem99
Deep In The Heart
join:2007-07-18
Pflugerville, TX
·AT&T U-Verse
·Suddenlink
·ViaTalk
·AT&T Southwest
·DIRECTV
| said by cdysthe :I've been drooling over Uverse but thought I couldn't get it, and I probably still can't. How did you find you they're completed their Uverse project? Just in my neighborhood.
They put in the VRAD about 2 months ago, and had been digging up yards since then. I just checked the other day, and it says it is available for my address. They have been hitting Pfville pretty hard. I believe all the sub-divisions down Pfville loop have it now, but im not sure about Picadilly. I know parts, if not all, of Wells Branch have it.
I was told by an ATT Tech that they are trying to hit SL's area first, so you might end up with a VRAD soon. My only complaint is that Uverse TV only has a single HD stream. So only 1 TV at a time can watch HD programming. They just rolled out duel stream in St. Louis, so I hope it will be here soon.
--
Captain Oveur: Joey, have you ever been to a Turkish prison? |
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megalex
@suddenlink.net
| reply to cdysthe
cdysthe Im having the same exact problem here in College Station. A tech came by to check out my line and said that the cable modem might be bad. But it only happens at night and when i check the link quality is perfect its just something with their network. I don't know what to do because the only other option for me is Verizon which is only 3Mbps.. |
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cdysthe
join:2008-02-09
Round Rock, TX
·Suddenlink
edit:
May 16th, @12:11AM
| I'm sorry to say we canceled with Suddenlink and went back to DSL. For about a week we had both, and in all aspects the "slower" (6 mbps) DSL connection was faster than the packet loosing wobbly Suddenlink connection. I think this has to do with Suddenlink putting too many people on the same crappy line. I also suspect they are testing/using packet filtering to prevent stuff like BitTorrent. Anyway, we just couldn't take it anymore. The Suddenlink rep who came out here did a good job. It's just that him doing a good job didn't solve the problem.
On the slow Verizon offering: We asked ATT if we could get the 6 mbps connection. They said no, so we got the 3 mbps one installed. During installation we had to talk to a line tech from ATT to fix some setting in the DSL modem. We asked him why we couldn't get the faster line. He said: "Lemme check". He came back and told us we could get the faster line, it was just some wrong information about our area and the speed we could get. We then called ATT sales back and told them what the line tech had told us to say. Ten minutes later our speed was doubled. So maybe you could ask Verizon one more time about the speed you can get? That is if they offer faster DSL at in your area of course
I hope you figure it out. We lived with it for two months. No more! |
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megalex
@suddenlink.net | reply to cdysthe
I've been on cable for 3 years and it used to be cox but it was bought by suddenlink and a few months after suddenlink took over it started flaking out.. now its just random. Its sad  . |
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cdysthe
join:2008-02-09
Round Rock, TX
·Suddenlink
| Hi,
What beats me is how they can get away with it? Guess it's because few people are like me and my wife who works on-line all day from a home office. If you're on for an hour or so to check e-mail and do some eBay and stuff I guess it will take a long time before it becomes unbearable?
It's also interesting how the service reps I've been on the phone with has been telling either "there's no problem" or "you are the problem". Then a service rep comes out here and spend hours on pulling new cabling from our house and out to the street even if he must know it's not the problem since he measured the signal at the switch box by the sidewalk and didn't find any difference in signal. It's like they are in denial refusing to accept there's a problem. Maybe the problem is so fundamental that admitting it means a total network overhaul? Oh well, my new DSL works like a charm, low latency, stable speed and little packet loss. Let's hope it lasts. |
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dfreeman
join:2008-03-15
Meadow Vista, CA
| I feel your pain or did for several months. I think you hit the nail on the head. It sounds like your service was oversubscribed. I had the same experience with bad performance between 5pm and midnight. The tests I ran all pointed to over subscription. I even performed tests on a couple of neighbors houses and we all had the same experience. At 4am it rocked. At 8pm it sucked. Typically I would see up to 10% packet loss and high latency during the evening hours. I was very persistent and was finally able to get it fixed. I will post a seperate note to describe the experience. |
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