roadczar
join:2001-11-09
Wilmette, IL | reply to Dason
Re: Chicago (North Shore) nightly ATT sync problems
Dason,
Thanks for sharing your experience and resolution. I will run it by the tech who is coming this Saturday.
Did they explain why the problem was always at night?
Or what does re-balance the line means? |
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roadczar
join:2001-11-09
Wilmette, IL
|  reply to roadczar
Update 2/13/03
Down time Sometimes after 1:30 am - ~8:30 am
Update 2/14/03
Down time Sometimes after 1:30 am - ~8:00am
Called and spoke with manager Jini who again promissed to escalate.
Update 2/15/03
No down time.
Truck rolled by at 9am. The technician was here previously and was as frustrated as I am at AT&T. He said that since they already they replaced everything multiple times the problem is obviously further down the line. He suggested I write a letter to the corporate headquarters. This is my next step.
Update 2/18/03
No down time. Looks like it may have been related to cold weather and we are having a warm spell in Chicago.I hope I don’t have to wait until the next year to resolve this… Waiting for ATT/Comcast to reply to my formal complaint letter.
Update 2/19/03
Received a phone call from Kevin C. from local office. Kevin seems to think that the problem maybe caused by having 2 splitters instead of one on the line going to my cable modem. I was hesitant to believe that this was the cause, but agreed for another tech visit to run a dedicated line on 2/22/03 truck-roll # 7. By the way I had no downtime since 2/15/03, which I believe, was the result of a warmer weather (above 10F).
Update 2/22/03
Truck-roll #7. Technician did not think that running a dedicated line will resolve my problem, but ran one anyways. Still no cable down time since 2/15/03. The test will come on Tuesday night (2/24/03) when it will get down to 0F.
Update 2/24/03
As I predicted the connection dropped at around 9pm it is 9F and –5F wind-chill. I left the message with Kevin. I am concerned that there may not be any more cold days left this year and the problem will re-occur next winter.
[text was edited by author 2003-02-24 23:31:58] |
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Ted_C
join:2002-01-20
Joliet, IL
 ·Comcast
| Hey RoadCzar:
Sorry to hear about your current ordeal. I can only input the fact that something screwry is going on hear in Chi-land. For about the past 3 weeks, I've had dial up speeds during prime time (6p-11p). I have dedicated line off a tap from my drop. Motorola SB4100. Was showing wild fluctuations in my S/N ratio from 29 down to 19db. I never lost sync, just had crap for speed.
I called and got a truck roll scheduled, which was a no-show.
S/N ratio is now stable, but tonight for example (very typical) I had 506/221 at 7p, 8p and 9p. At 10:30pm my read was 909/219. Now at 11p, I'm back at the caps. This is the first speed/traffic problem I've had since Jan. of last year.
Seems strange that everyone who chimes in here or calls for support has a modem problem or a wire problem, or a connector problem...how can this be?? There's got to be someone, somewhere in that mass of "heads" that call themselves "network engineers" (does ATT employ any of these guys) who can see what the hell is going on here and fix it.
Is is possible they consistently deny network trouble to avoid issuing credits to subscribers? Is a truck roll cheaper than a week credit?
Anyway, that's my rant...you're not alone Czar, keep the pressure on them, and we'll do the same. Perhaps we'll get some grease if we squeak up the place enough. |
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JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD
clubs:
 ·LINGO
 ·Sprint Mobile Broa..
 ·surpasshosting
 ·Verizon FIOS
| reply to roadczar
roadczar, I highly recommend the BBR Line Monitor to help document your up/down times.
The next time you drop, check your modem logs:
»192.168.100.1/logs.html
Check your signal levels at various times of the day, and save them, so you can notice variation:
»192.168.100.1/signal.html |
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roadczar
join:2001-11-09
Wilmette, IL
| reply to roadczar
Update 2/25/03:
My line is still down (about 11 hours now). I talked with Kevin who wanted to schedule another truck roll (#8) with all day appointment. I refused it. Told them they have ~ another hour and a half to trouble shoot it or they may miss it for the rest of the year until the next winter. It has been 7 weeks now without any results…
I have never once asked for the credit, don’t care about it. What I need is a dependable line I can count on to do my work. This down time has cost me much more than the ~$40 credit.
Ted,
What ATT/Comcast is missing in their support structure is a way of escalating calls to a local office. It has taken me 6 weeks, 6 truck-rolls, countless calls, and a letter threatening a lawsuit before someone actually called me from the local office. Now with total of 7 truck-rolls the problem still persists. Good luck to you as well.
Data Ho,
Thanks for the tip, but I am already subscribing to their premium service and have accessed the modem logs. Unfortunately it has been on/off type of problem. I either loose the signal completely or have a perfect connection. The problem is most likely with a signal repeater down line. |
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JTRockville
Data Ho
Premium,MVM
join:2002-01-28
Rockville, MD
clubs:
·LINGO
·Sprint Mobile Broa..
·surpasshosting
·Verizon FIOS
| said by roadczar  :
It has taken me 6 weeks, 6 truck-rolls, countless calls, and a letter threatening a lawsuit before someone actually called me from the local office.
I got a contact for my local Comcast office by contacting the franchise authority. said by roadczar :
What I need is a dependable line I can count on to do my work.
Amen, roadczar!
When I told my county councilmembers how I felt, they were VERY responsive:
Maryland County Gets Tough |
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roadczar
join:2001-11-09
Wilmette, IL
| Contacting my village manager yielded little results. If the problem is not resolved I may try filing a small claims suit and/or contacting local media. I just don't have time to keep dealing with this. Apparently expecting good service is too much to ask for these days.
On the positive note, at least now I am dealing with someone local and don't have to call their general support number. |
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machone123
join:2001-12-03
Plainfield, IL
| reply to Ted_C
Ted;
I don't think your problem is isolated to you. I have friends all over that are having high latency about 4 hops into the ATTBI network between 6-12pm the last few nights.
Everytime i called support i got the run around so i took it higher... I wont say specifically what i did but I now have the ear of the top comcast people in the area and trust me, they will look into this since the word to help me came from Comcast executive management.
When you get slowness maybe you could do a traceroute and email it to me...
for example, in DOS do a "tracert www.yahoo.com > c:\trace.txt"
Email me the trace.txt file that gets creates and I can use it to show them it's affecting MANY users. |
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