k7aab
join:2001-04-03
Granite City, IL
 ·Charter Pipeline
 ·DSL EXTREME
| tech support
I had a great year of being a DSL Extreme customer.
I renewed in March with some trouble on billing .. not a biggie.
Since I renewed I have gotten frequent disconnects (sometimes hourly from 5-15 minutes, even hours of being dc'd)
I talked with tier 2 tech support and troubleshot the system. I have only 1 line that goes from the junction box to my modem, no inside wiring, no phones connected, it's a dedicated line only about 5 feet long.
The tier 2 talked with the phone company and was told I am to far away from the CO for a stable signal. Okay I should have been given a disqualification ticket right? The tech says I have interference on my signal from noise level readings. I agree with that.
The modem was reprovsioned by the tech to 700kbps to see if it's more stable. Well I am still getting dc'd with really low page loads at times like a 56k connection.
I talked with a rude tech today at dsl extreme named Michelle. i told her I already had an open ticket and troubleshot. She still insisted I do this. Than said she can dispatch this and send an ATT tech out but it will cost me if it's an inside problem. I don't understand this as ATT was already contacted and they already stated the problem is I am to far away from the CO. I really don't like Michelle's attitude with me and I don't want to do business with your company any longer. I definitely not sending you any more of my money. I want a disqual now as it already had been stipulated by both ATT and your tier 2 that the problem is distance from the CO. |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| Hi k7aab -
Typically in order for the telephone company to officially disqualify your line they need to be dispatched our to your location to check your line. Based on what you stated it sounds as though you are on the 384-1500/128-384 profile and AT&T stated that your line wouldn't hold the full 1500 and needed to be provisioned to the 768 profile. Since that is within the package range that wouldn't constitute a disqualification by the phone company.
That being said if you send me your account information I would be happy to take a look and escalate your issue within our support team.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.  |
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k7aab
join:2001-04-03
Granite City, IL | but even after the re provision I am still having the same problems .. |
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sashwa
Pixie Cat says Fold and Crunch On
Premium,Mod
join:2001-01-29
Alcatraz
clubs:  | Did you IM George the info he requested? If you have, then that's good. If not please do so. |
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DSLX_Zak
Premium
join:2007-01-04
Salt Lake City, UT
| Hi k7aab,
Or you can send the info to me and I will take a look.
I understand the need to vent frustrations about the technical problems you are having with the DSL.
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Zak
Tech Support
DSLExtreme
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| reply to k7aab
Hi Collin,
Thanks for sending over your account information. I took a look at your account and show that you are in sync at 768/384. Though the line readings from AT&T don't indicate any issues within the past 8 hours, they do look a little marginal. If your line was functioning normally at the 1500/384 level for the past year and is not now, we will want to dispatch someone out to your location to go all the way to the phone jack to trouble shoot. Based on what you said above I wouldn't be overly concerned about a dispatch charge assuming that your inside wiring isn't a problem. Since you do sound well versed in how to run a wire, one good way to check if there is an issue with the inside wiring is to connect the modem at the MPOE and have us run a line readings test. If the line readings stay the same, the issue wouldn't be inside.
I will follow up with our support team in the morning to see what has been done thus far.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. |
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k7aab
join:2001-04-03
Granite City, IL
·Charter Pipeline
·DSL EXTREME
| Yeah well I have been told tech came out and stated there was no signal at the box. But I still watch the modem disconnect and pages half load, speeds drop etc. I was told by the tech at install over a year ago that the CO was pretty close and I shouldn't have any problems which I hadn't for a year.. until I renewed for another year. So I don't understand the bologne of the CO now being to far away and all the problems incurred. |
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dslx_gm
Premium,VIP
join:2002-12-26
Winnetka, CA
| Hi Collin,
Our technical support team has been trying to reach you to coordinate a dispatch from the Telco inside your location since the 7th. They have called multiple times since they but have not been able to reach you.
Per the notes on your account when AT&T tested the line from the outside they saw a max capacity of 5800 to the outside. Since the line is barely holding 768, that would indicate to me that there may be an issue inside. I would recommend giving our support team a call at 866-491-7221 to coordinate the dispatch.
Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. |
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k7aab
join:2001-04-03
Granite City, IL
·Charter Pipeline
·DSL EXTREME
moderated:
July 22nd, @11:21PM
| The att tech told my spouse that he was not getting signal outside at the box. As per my convo with your tier 2 tech, the line tests turned up interference on the line and att and your tech both admitted that my loop is running to far away from the co to hold 1.5 as why I am at 600..
Now I have no idea where your info is coming from but my line is coming inside straight from the outside box to the modem .. no other wiring inside the house. If you try to call my dsl number you won't get an answer, it's a dedicated inside line. As I told your tier 2 I also suspect abot 10 c.b. radio operators in my arearunning amplifiers as part of the interference / disconnect issues. I have replaced my 5' of inside line from the box to the modem twice already. I am an electronics tech ealing with communications sytems as well as done this in the military, so I do know what's going on as far as inside the house. |
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