Selected ISP Support > DSL Extreme > [DSL] Slow/Variable Download Speeds

reply to dslx_gm

Re: [DSL] Slow/Variable Download Speeds

Talked with DSX support today. The issue is now in Verizon's hands.

Thanks George for passing all the details on to your support team. Michelle, (whom i spoke with on the phone), was very friendly, respectful and seeming knowledgeable of my particular situation. She told me that the results of a line test done from her end showed a sync rate of apx 3200kbs. (I forgot the exact number.)

I am impressed that this level of personal support still exists these days.

Well, I went from being irritated over the connection speed to being absolutley livid at the fact I've been without Internet service for two days now!

George, does it make sence to you to put in a disconnect notice with Verizon followed up with a new connection request just to solve a line speed issue?!

I run a small internet based business out of the home, it would only be obvious that I need the Internet!
I can only do so much on my iPhone.

Oh yah, the conversation I had with your tech was less than helpfully. Not only couldn't he comprehend the account notes well enough to explain to me what was going on, he sent me on a wild goose chase with speaking to the order and account departments.

This is the exact kind of thing that lead me away from Verizon. I really expected more from DSLX.

Now that I think about it, I do need to speak to someone in billing. I have not been provided with the advertised speed from the get go. Why am I paying for it? Are we going to prorate this month to adjust for the lack of any connection at all?

Need a little help here George.

They've been very good about crediting me for every day my connection has been out...as long as a trouble ticket has been open for the problem. I seem to have outages one or two weeks a year (always Verizon's issue: old wiring in our neighborhood).

reply to mbrandenburg
Hi mbrandenburg -

I see a note on the account that the line was disconnected in error by Verizon/VOL. I believe you previously had an account with VOL. It seems there may have been a residual records issues that caused them to disconnect the line in error. I will need to verify with our ordering team on Monday. I show that they were working to get the line back in service though.

We will update you once we have more information.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.

George,

Internet is back up. Thank you.

Unfortunately, I'm only synced at 3360.

Now that Verizon has pulled their heads out of the clouds, perhaps we can get them working on the original problem.

Thank you again for your help.

Status update:
DSL Status
VPI: 0
VCI: 35
DSL Mode Setting: Auto
DSL Negotiated Mode: ADSL2
Connection Status: ShowTime
Speed (down/up): 3360/863 Kbps
ATM QoS class: UBR
Output Power (Downstream/Upstream): 12.3/18.9 dBm
Attainable Rate (Downstream/Upstream): 8636/1183 Kbps
HEC Errors (Downstream/Upstream): 0/0
OCD Errors (Downstream/Upstream): 0/0
LCD Errors (Downstream/Upstream): 0/0
SNR Margin (Downstream/Upstream): 24.4/13.5 dB
Attenuation (Downstream/Upstream): 47.0/24.4 dB

del 09-08-2010 07:38 PM flash speedtest 2723 Kbps 716 Kbps Linkline (Los Angeles CA) verizon.net
del 09-08-2010 05:44 PM flash speedtest 2773 Kbps 711 Kbps Linkline (Los Angeles CA) verizon.net

reply to mbrandenburg
Hi mbrandenburg -

Our ordering team is currently looking into the line for you. It appears that Verizon still has an issue on their end that needs to be cleared up. Our team left you a message this morning with regards to it. They have also escalated this within Verizon as well.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.

Hey there George,

I did get the response from your team. Verizon is scheduled to come out this Friday to "tag" the NID. Guess that is some sort of technical formality.

Thank you for keeping me informed and for staying on Verizon.

George,
The DSL has been down since Friday. I spoke with your tech team. I was told Verizon checked the line and the line was good but also that the circuit wasn't in inventory? I'm so growing tired of this and it is imparitive that I have reliable service at this location. Please apply pressure in which ever direction you need to resolve this. Thank you.

George,

Received an email from your support team advising us that Verizon has pushed the commitment date out to 08/24/10. Apparently they do not have the pots order complete?

This is unacceptable as we can not be without an internet connection that long.

Please advise Verizon to expedite the completion of this order. If there is someone I need to speak with to light a fire under them, please provide me with their contact information.

It amazes me that your company and Verizon have been having this level of difficulty getting a simple reliable dsl dry loop up and running. I wonder how many more of your customers have had to deal with situations like this but have been less vocal about it.

If I provided my customers with a product and/or service of this caliber, I'd have been out of business long ago.

If DSL Extreme and Verizon can not get this sorted out, I will have to look at other alternatives to an ISP; terminating my contract with DSLX under just cause and pursuing reimbursement for services not rendered.

reply to mbrandenburg

--
George
General Manager
DSL Extreme
Will work for reviews.

1w1d : 2010-08-16 16:28:01 : From dslx_gm
We received an update from Verizon. It appears that their our load coils that are on your line that need to be removed. The soonest date that Verizon was able to get those removed was 8/24/2010. We have pushed Verizon to have that pushed up but unfortunately they will not be able to.

I agree that your installation has been less than acceptable. I sincerely apologize for that and ensure you that we have done everything without our means to get your service under a stable connection up and running. With that said I do sympathize and understand if you feel you need to find another provider. We will do everything possible to ensure that you are satisfied either way.

Thanks

George,

I'm almost afraid to even post this.

Internet is back up....finally.

Speeds are as follows.

25-08-2010 01:06 AM flash speedtest 1037 Kbps 708 Kbps Linkline (Los Angeles CA) verizon.net more
25-08-2010 01:03 AM flash speedtest 840 Kbps 721 Kbps Linkline (Los Angeles CA) verizon.net more
24-08-2010 08:28 PM flash speedtest 2854 Kbps 709 Kbps Linkline (Los Angeles CA) verizon.net more

Let's try to fix this WITHOUT disconnecting my service for two weeks.

Maybe we need to try and slow the speeds down incrementally until we find a stable platform to work with.

Thank you in advance for your continued help in this ongoing struggle.

Hi mbrandenburg -

It appears that Verizon completed the first portion of the line conditioning up to the NID yesterday. They have not fully completed all of the work yet. I assume that is why at this point you are getting slow speeds. The date they have scheduled to complete the rest of the line conditioning is currently set for the 30th. Hopefully the service will remain stable until then and following that the speed will improve as well. Our ordering team is scheduled to follow up once the line conditioning is completed.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.

OK, very good. That sounds fair enough to me. I'll post here after the 30th to let you know how it's going. Thanks again George.

George,

Well, here it is.

del 31-08-2010 11:47 PM flash speedtest 2105 Kbps 708 Kbps Linkline (Los Angeles CA) verizon.net more
del 31-08-2010 01:11 AM flash speedtest 2189 Kbps 713 Kbps Linkline (Los Angeles CA) verizon.net more
del 30-08-2010 12:23 AM flash speedtest 1346 Kbps 714 Kbps Linkline (Los Angeles CA) verizon.net more
del 29-08-2010 12:29 PM flash speedtest 6091 Kbps 711 Kbps Linkline (Los Angeles CA) verizon.net more
del 25-08-2010 08:09 PM flash speedtest 1191 Kbps 708 Kbps Linkline (Los Angeles CA) verizon.net more
del 25-08-2010 10:03 AM flash speedtest 6113 Kbps 710 Kbps Linkline (Los Angeles CA) verizon.net more

DSL Status
VPI: 0
VCI: 35
DSL Mode Setting: Auto
DSL Negotiated Mode: ADSL2
Connection Status: ShowTime
Speed (down/up): 7488/863
ATM QoS class: UBR
Output Power (Downstream/Upstream): 12.3 / 19.8 dBm
Attainable Rate (Downstream/Upstream): 8084 / 1219 Kbps
HEC Errors (Downstream/Upstream): 0/0
OCD Errors (Downstream/Upstream): 0/0
LCD Errors (Downstream/Upstream): 0/0
SNR Margin (Downstream/Upstream): 4.9 / 14.6 dB
Attenuation (Downstream/Upstream): 47.0 / 23.8 dB

Hi mbrandenburg -

Thanks for the follow up and updated speed tests. I have updated the trouble ticket for our support team and asked them to reach back out to Verizon to further trouble shoot the speed issue.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews.

Thanks George. Got a call from the support team. I think they're going to try a "circuit change". I don't know what that is but if it helps, great.

reply to dslx_gm
George,

My monthly service fee just auto-billed at full price.

Considering my connection was down almost half the month, shouldn't the service charge be prorated to reflect that?

George,

The circuit change was completed and so far.........

del 06-09-2010 12:04 AM flash speedtest 6024 Kbps 702 Kbps Linkline (Los Angeles CA) verizon.net more
del 05-09-2010 06:54 PM java speedtest 4157 Kbps 729 Kbps California, USA verizon.net more
del 05-09-2010 06:13 PM flash speedtest 4356 Kbps 707 Kbps Linkline (Los Angeles CA) verizon.net more
del 05-09-2010 05:34 PM flash speedtest 4633 Kbps 707 Kbps Linkline (Los Angeles CA) verizon.net more
del 05-09-2010 05:33 PM java speedtest 5346 Kbps 731 Kbps California, USA verizon.net more
del 05-09-2010 03:44 PM flash speedtest 5490 Kbps 709 Kbps Linkline (Los Angeles CA) verizon.net more
del 05-09-2010 03:43 PM java speedtest 6109 Kbps 731 Kbps California, USA verizon.net more

Though not as advertised, these are speeds I can live with if they hold for the long term.

I'll post up speeds after a week or so.