Monolythic
join:2005-10-09
Springfield, IL
| The Good.
So in my area we've been having terrible latency issues so I felt it was time I voiced my opinion on the matter. So I e-mailed the local Insight (with a little nastygram that you will be able to read very soon, to which I received a reply of an unlikely nature, if you read these boards). Anyways onto the message:
---Original email---
Hello,
My name is XXXX XXXX,
I live at:
XXXX XXXXXX XXXXX
XXXXXXXXXXX,XX XXXXX
Previously I've had your service in Pawnee and another apartment in the Springfield area.
I must say that my ping times are horrid. I have checked the frequencies on my modem and verified that it is in fact a problem with this location. My line signals seem fine so I am unsure why I should be having problems other than the fact I am on an overloaded node perhaps.
I don't usually write these kinds of e-mails, but my spare time that I use the Internet I would like to enjoy it and I pay $75.00 per month to enjoy it, so I hope you understand my frustration that I cannot even enjoy a 2-minute round of a game that I previously had no problems with.
I am an extremely IT savvy person and I know I have no spy ware/viruses, and am not running any servers or services (including windows update) that might cause these kinds of problems. The problem does not lie within my machine, modem, and I know that others in the nearby area have good connections to the server so it is not a problem of routing outside of Springfield. If need be I can provide a tracert, however I have seen very bad latencies within the local area hubs that I've never seen before.
I do not intend to flame you, I understand how the IT world works, I was hoping maybe you could get some reporting done on usage in my area, because I'm quite sure whatever node I am on is getting overworked due to download speeds fluctuating during peek times.
I am not so worried about my download speed not being where it should be during peek times, I can understand this, but latency and bandwidth are two different beasts, I would hope that the latency issue can be resolved, I do not wish to have to use DSL again as I prefer Insight's service much more, and have found your support to be far superior.
Thank you,
XXXX XXXX
---Reply next day---
I have done some checking and you are in an area that has high upstream utilization. I have printed everything I have found and taken it to the technical operations manager to get the problem fixed. It usually takes a few days to do but it should be done by the middle of next week. It will depend on what is currently being done. Feel free to contact me with any questions.
Thank You
XXXX XXXX
XXX XXXXXXXX X
Springfield
XXX-XXX-XXXX ext XXX
XXX-XXX-XXXX cell
---End---
So remember that things don't always go badly and when you get your needs communicated properly things do get done, I will see in the next few days if anything is resolved and will post back to let you guys know. I am still having the latency issue now, but at least this person took it upon themselves to take my information and send it on to those that can do something about it, and I will be writing an extremely generous thank you note to him and if possible to his supervisor. Even having their cell for contact information is a huge step from what I've previously seen in customer service.
This is not a fake post or anything, in fact I would wish that all of you could voice your concerns to this guy cause it seems he will do his best to get things done for you. I again wish to praise his attempts, we will see where it leads next week.
Peace! |
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briantrue
join:2002-04-04
Knightstown, IN
| I had a similar experience several months ago. I was able to get in contact with one of the techs at our local office. Actually a message was relayed to him I believe. I knew there was a problem that was not with my service locally. He was able to check the system and found there was high noise on the system in my town. He notified the appropriate people and it was resolved within a day. |
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Matt_31
Who Hit The Power Button
Premium
join:2003-02-21
Jasper, IN
clubs:
 ·Insight Communicat..
| reply to Monolythic
My beef with them steemed from the basic old i dont want to deal with it so well blame it on something to shut him up, cept ive been a tech (compusa lead tech and dell)and those games didnt work, I hounded them and hounded them i even spoke to a supose big boss cause when the main tech guy came around even he had major issues on his insight business laptop. Need less to say something was done but it took months and months. Alot of games to .. but once it was fixed they were sorry for the crap they put me through. |
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Monolythic
join:2005-10-09
Springfield, IL
| reply to Monolythic
Okay folks, only a few days after I can safely say my ping is perfect! The latency issues are gone, even download speeds have increased. I will definately be thanking this guy and hopefully give his supervisor a thumbs up on performance.
 |
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INTENS1
Never Stop Trying
Premium,MVM
join:2002-04-21
Midwest
clubs:
·Insight Communicat..
| said by Monolythic  :Okay folks, only a few days after I can safely say my ping is perfect! The latency issues are gone, even download speeds have increased. I will definately be thanking this guy and hopefully give his supervisor a thumbs up on performance. Glad to hear it worked out.
--
Anticipate Nothing...Expect Everything |
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nrvespa
join:2002-11-01
Chatham, IL | reply to Monolythic
Mono,
What kind of speeds are you getting in the Springfield area?
-NV |
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Monolythic
join:2005-10-09
Springfield, IL
| Generally top out around 5.2mbps (650KB/s) to Giganews. Not full package speed but nothing in this world is perfect 
Sometimes on high usage nights (Sunday, Monday for example) I will skip down to 3.6mbps (450KB/s), but I also live in an apartment so I do lose some signal quality especially living in a heavely "apartment laden" area of town. Generally speaking that slowdown on lasts for a few hours.
Pings were my big problem, but things have been stable this weekend, I was able to play with no lag at all on my fav. servers, made me feel good
You in Champaign area there nrv? I can only imagine how bad it might be with all the off-campus housing there. |
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snochybchy
join:2003-10-08
Pawnee, IL | Are your speeds still good bro? It was around that time that I noticed slower speeds, but tonight is really bad.
If it continues, will have to contact support. Good post. |
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Monolythic
join:2005-10-09
Springfield, IL
| Well ping has gotten somewhat better, still spiking a bit though. Download speeds have improved considerably. I am now consistantly getting 600KB/s even during the high usage times.
The tech e-mailed me back and said that they would probably do a soft-split, so either we here will get different routing or something (that's my guess anyway). They may have already done something to improve speeds here locally though considering my downloads have stabilized.
I haven't seen 200KB/s in about a week, so it's either a fluke (which can happen) or I'm in the clear for awhile. We'll have to wait and see. |
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MEfreak
join:2003-08-15
Rockford, IL
| 
latencies |
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