Frequent Disconnects & Slow Speeds Page 2

Frequent Disconnects & Slow Speeds Page 2
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klear @ 27th May 07:57PM:
Re: Frequent Disconnects & Slow Speeds

I've tried to plug the modem in at the outside box. But I don't have a power outlet there, and there's no way to get it there even with extension cords.

Can you just try to downgrade me to 1Mb connection? I don't even care anymore about the speed. The ony reason I picked you guys was because I would be able to get a higher speed 3 Mb for a cheaper rate than what Verizon has to offer. But since that won't work, can we just try putting me on 1Mb connection for now? ASAP if possible, better slow speed than no connection at all.

And I wasn't put on Fast Path, I just requested it. Because I had you guys a few years ago, with NO problems at all at the very same location with fast path for lower latency, but it appears as though everything good I had with you guys years ago is gone.

So, please downgrade me once again to 1Mb. And I hope to think that the price for that is even cheaper.

Thanks
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klear @ 28th May 03:36PM:
Re: Frequent Disconnects & Slow Speeds

Talked to live support last night. I got the same repesentative that has been giving me attitude, David. Asked him kindly to have me moved down to 1Mb, he said it will take over night. There is no change, he LIED to me about having placed the order.
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klear @ 28th May 03:53PM:
Re: Frequent Disconnects & Slow Speeds

I need one of you guys to have me downgraded to 1Mb. I WILL NOT call them and agree to the terms and conditions to pay a downgrade fee and GET INTO A NEW contract just because my line cannot handle the 1.5mb speed. I was disqualified for the 3Mb connection before and was moved down to 1.5. Please move me down to 1.0mb. Why should I pay a downgrade fee or renew my contract when I'm too far from the CO and I was never told that?

I was already lied to by another representative who said he placed the order for me. Why do you allow such incompetent staff?

UPDATE: Was told by another rep that the downgrade order will be placed. I've saved the conversation for future references. Thanks
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dslx_gm @ 28th May 07:24PM:
Re: Frequent Disconnects & Slow Speeds

Hi David,

The support representative has a ticket open with Verizon to have your sync rate lowered to the 1000/384 profile. Sync the packages with Verizon are all up to they have the ability to lower the sync rate without downgrading the package itself. It takes Verizon up 24 hours to pick up a new ticket which is likely why it has not occurred yet. Though he isn't here to speak with him, I assume his reasoning behind this was to see if lowering the sync rate would have an impact and improve the line or if there is another issue like bad wiring that is causing the issue. If its the later then downgrade may not fully correct the issue.

Regardless, I have gone ahead and placed a downgrade order for you to the lower speed package. You will receive an email with an activation date for that once it has been processed and the Telco returns a due date.

On most newer MPOEs there is a jack that you can plug into to test the DSL line. If you have an older MPOE, you may want to call Verizon to see about having them install a new MPOE for you.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. ;)
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klear @ 30th May 04:00PM:
Re: Frequent Disconnects & Slow Speeds

Downgrade made no difference at all. My DSL connection works only during the night after around 7 PM. Then it stops working in the morning. Why am I still on PPPoE connection? Please MOVE me to DHCP like you guys said you would put me on when I talked to the billing department. And why was I charged from 5/27 until the end of the month if my activation date isnt even until 6/2

And can you do anything to speed up the activation date?
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anon @ 30th May 05:24PM:
msg deleted

deleted by a moderator
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klear @ 1st Jun 03:48PM:
Re: Frequent Disconnects & Slow Speeds

I was talking to "Holly" via Live Support for Billing online. While discussing my billing status, she ENDED the session without any solution for me. What is the reason for this?

Update: I went back into the Billing support. And "Cristie" ended the session as well without providing any answer for me.
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klear @ 2nd Jun 03:59PM:
Re: Frequent Disconnects & Slow Speeds

Internet is now working fine at 1 Mb with DHCP. It's a shame you guys said you couldn't move me to DHCP before. Thanks I guess. But the only reason I picked you guys was for the faster speeds. Now I'm back where I began.

EDIT: Spoke too soon. Internet is down again. But this time it did work at a time where it would not normally work..
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klear @ 2nd Jun 05:44PM:
Re: Frequent Disconnects & Slow Speeds

WOW. You guys are just incredible. I spoke with another rep via chat "Katherine" who kept telling me that my DSL wasn't activated yet. When it ALREADY was. Then she CLOSED THE CHAT SESSION IMMEDIATELY saying I have to call in. AMAZING..
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dslx_gm @ 2nd Jun 06:46PM:
Re: Frequent Disconnects & Slow Speeds

David,

If you are still losing sync on the line and getting disconnected as I mentioned in my previous post, the issue is likely on the line somewhere between the modem and phone companies central office. Changing your connection type from DHCP to PPPoE would not cause your modem to lose sync.

We will need to send out a Verizon technician to have the line tested and further trouble shoot. Hopefully now that the line has been downgraded they will be able to isolate and determine where the issue is. I show that they have spoken with you and have a ticket open with Verizon at this time to have the line further tested.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. ;)
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klear @ 11th Jun 01:00AM:
Re: Frequent Disconnects & Slow Speeds

I don't think the Verizon technician showed up. But they put on my account to stop sending people to come and check the box.

The internet did not even work until yesterday and today it has been working ALL DAY without any problems.

We'll see if anything has changed. And no, I did not change anything to my inside wiring, so this shouldn't have been blamed as an inside wiring issue.
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klear @ 19th Jun 04:00AM:
Re: Frequent Disconnects & Slow Speeds

I really can't take it anymore. Very inconsistent internet and all that. Don't get me wrong, I had DSL Extreme before and I had good quality service with you guys. It just isn't the case now. I have tried everything already. The inside wiring has been checked and I see no other valid reasons for me to continue having intermittent connectivity. Please release me from my contract, that way I can have the internet running again.
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dslx_gm @ 19th Jun 04:51PM:
Re: Frequent Disconnects & Slow Speeds

David,

Please send over your account information via PM? Unfortunately BBR deletes past PMs after a certain amount of time so I am not able to reference our old conversation.

Thanks
--
George
General Manager
DSL Extreme
Will work for reviews. ;)
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klear @ 19th Jun 05:56PM:
Re: Frequent Disconnects & Slow Speeds

Pmed
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