[IA] Issue escalation process?

[IA] Issue escalation process?
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sean67854 @ 29th Oct 11:22PM:
[IA] Issue escalation process?

What is the process for escalating an issue above whomever it is that supervises the techs that roll out on calls?

I have been having an ongoing speed problem that has gotten worse now. A few weeks ago a supervisor called me to say that they had put a voice session on my modem and that my signal levels were always good so there is nothing else they can do.

Last week, I'd had enough and called again. The tech that rolled last tuesday, 10/20, said that a voice session wouldn't detect overutilization and that he would request a utilization study and that someone would get back to me. 10 days have now passed and I've heard nothing.

How do I get this passed far enough up the chaing to where someone will actually do something?

I've been asking around, and all the guys I work with that have Qwest DSL are happy with it and say that they get the speeds that they pay for. I did some research and I can cut 25 dollars off my monthly bill and still get the same speeds I am consistently getting with Mediacom "Max".
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MediacomJoel @ 29th Oct 11:42PM:
Re: [IA] Issue escalation process?

Send me a DM and I'll get it fixed!
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HSIguy @ 30th Oct 12:50AM:
Re: [IA] Issue escalation process?

I switched to the quest fiber optic and it has been rock solid and havent had any drops except in the bill.

I would get the 7 or 12 meg service.
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sean67854 @ 30th Oct 08:01AM:
Re: [IA] Issue escalation process?

I don't have fiber yet in my area. I'd have to just switch to the regular 7 meg dsl.
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quickstrike @ 30th Oct 09:41AM:
Re: [IA] Issue escalation process?

Wish they had qwest in my area.
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xenithflare @ 1st Nov 12:04AM:
Re: [IA] Issue escalation process?

Yeah, I've had Mediacom for the past... almost two years now, and since day one I've had nothing but slow speeds and high ping. I subscribe to the 8mbps service, since they didn't have the MAX available in Urbandale or Ankeny (where I live currently), and I consistantly average between 1 and 4. Today I hit a record low, though:

I decided to check the Chicago server and came back with these results (I ran three tests between 9pm and now just to make sure); lowest ping I've ever seen (normally get 110+), though the speed isn't surprising. The only time it's ever been around 6-8 is when I'd called CS and had them run some tests, about four months ago (it's steadily dropped every week since). They never sent anyone out, but my speed magically got better...

I'm about to move to Cedar Rapids at the end of November; should I worry about having someone check this out, or are there any suggestions you guys have for me?
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IowaStudent @ 1st Nov 05:45PM:
Re: [IA] Issue escalation process?

Do you have a router?
What are your sigs? 192.168.100.1
Level of Service?
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xenithflare @ 1st Nov 09:22PM:
Re: [IA] Issue escalation process?

said by IowaStudent :

Do you have a router?
What are your sigs? 192.168.100.1
Level of Service?

You'll have to forgive me, I've never delved too far into the technical aspects of this before :P Ask me about a cell phone and I can tell you anything you need to know XD

I do have a router, and unfortunately the ethernet port in my Macbook has never been able to read the internet connection when directly connected; it can't even tell there's anything there. Probably faulty, but even then, I should be getting far more than my average 3Mbps... even now (and at 9am this morning), it's:

IowaStudent @ 1st Nov 09:43PM:
Re: [IA] Issue escalation process?

You are definitely on an oversold node. your signals are fine
you definitely should call technical support and ask them about the downstream utilization on the card that you're on. If it's over 70% there is a problem and I'm guessing that is what it is.
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xenithflare @ 2nd Nov 10:33PM:
Re: [IA] Issue escalation process?

I think I'll have to do that... but like I said, I'll be moving at the end of the month to Cedar Rapids, so I think I'll double check that once I get there and settled, as well. Thanks for your help!
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sean67854 @ 4th Nov 11:21PM:
Re: [IA] Issue escalation process?

So a tech came out to my house tonight, replaced my modem, took the video trap off my line an put an amp inline to increase my signal level.

now it's worse.

Downstream Value
Frequency 111000000 Hz
Signal To Noise Ratio 36.3 dB
Power Level 3.3 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

Upstream Value
Channel ID 1
Frequency 25000000 Hz
Power 45.0 dBmV
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sean67854 @ 5th Nov 07:59AM:
Re: [IA] Issue escalation process?

Thursday morning

Downstream Value
Frequency 111000000 Hz
Signal To Noise Ratio 35.9 dB
Power Level 3.1 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

Upstream Value
Channel ID 1
Frequency 25000000 Hz
Power 45.0 dBmV
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sean67854 @ 5th Nov 12:40PM:
Re: [IA] Issue escalation process?

Thursday lunch

Downstream Value
Frequency 111000000 Hz

Signal To Noise Ratio 36.6 dB

Power Level 2.2 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

Upstream Value
Channel ID 1
Frequency 25000000 Hz
Power 45.0 dBmV
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burner50 @ 5th Nov 12:42PM:
Re: [IA] Issue escalation process?

I'm curious to know what your signal levels were before the amp? It is silly to put an amp on an internet outlet, because it really doesnt to anything but band-aid an existing issue.
--
I'm tired of killing stupid people just trying to do my job and go home!
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burner50 @ 5th Nov 12:49PM:
Re: [IA] Issue escalation process?

said by IowaStudent :

You are definitely on an oversold node. your signals are fine
you definitely should call technical support and ask them about the downstream utilization on the card that you're on. If it's over 70% there is a problem and I'm guessing that is what it is.

Please dont confuse oversold node with contention problems.

You can have serious contention problems on a node with one connection on it.

There is a difference, and it is all in the combining in the headend.

The CMTS has 6 ports per card, and usually 3 or 4 cards per CMTS. This is capable of handling THOUSANDS of connections provided they are properly balanced across the ports.

But to get 100+ nodes on 18-24 ports, they have to be combined. I've spent many hours working with the NOC on the phone trying to "Load Balance", or move nodes around that have heavy usage, and pair them with nodes that have little traffic. Mediacom's first answer to a possible contention problem is to Load Balance in the headend, and if it becomes an ongoing issue, then install another UBR, or extra cards in a UBR (if available slots are there) and continue load balancing.

An oversold node is VERY RARE, however it is POSSIBLE.
--
I'm tired of killing stupid people just trying to do my job and go home!
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sean67854 @ 5th Nov 01:54PM:
Re: [IA] Issue escalation process?

@burner50 - I took the amp out (which looks like a splitter and says "SV-2G" on it) and here are my results.

Downstream Value
Frequency 111000000 Hz

Signal To Noise Ratio 36.4 dB

Power Level 4.8 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

Upstream Value
Channel ID 1
Frequency 25000000 Hz
Power 42.5 dBmV
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sean67854 @ 5th Nov 01:57PM:
Re: [IA] Issue escalation process?

BTW, the tech said that they did do a utilization study on my node and that it reported greater than 85% but only 2% of the time.
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burner50 @ 5th Nov 02:21PM:
Re: [IA] Issue escalation process?

said by sean67854 :

@burner50 - I took the amp out (which looks like a splitter and says "SV-2G" on it) and here are my results.

That is a common splitter, not an amplifier.
--
I'm tired of killing stupid people just trying to do my job and go home!
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sean67854 @ 5th Nov 03:45PM:
Re: [IA] Issue escalation process?

said by burner50 :

That is a common splitter, not an amplifier.

Wow.
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sean67854 @ 5th Nov 06:02PM:
Re: [IA] Issue escalation process?

Result at 5pm Central time

Downstream Value
Frequency 111000000 Hz
Signal To Noise Ratio 36.2 dB
Power Level 5.7 dBmV
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading

Upstream Value
Channel ID 1
Frequency 25000000 Hz
Power 42.5 dBmV
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MediacomJoel @ 11th Nov 02:09AM:
Re: [IA] Issue escalation process?

sean67854, I am still working on getting this resolved!
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Wikkedfin @ 11th Nov 09:50PM:
Re: [IA] Issue escalation process?

Downstream Bonding Channel Value
Channel ID 2
Frequency 111000000 Hz
Signal to Noise Ratio 37 dB
Downstream Modulation QAM256
Power LevelThe Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
4 dBmV

Upstream Bonding Channel Value
Channel ID 2
Frequency 25000000 Hz
Ranging Service ID 7005
Symbol Rate 2.560 Msym/sec
Power Level 33 dBmV
Upstream Modulation [5] 16QAM

Ranging Status Success

I believe there is nothing wrong with my signals ppl say (techs) that my upstream signal is way to low... but it works just fine until the everyone gets home.... i normaly get 32/1.94 until the other day it just be getting worse and the ping to the first hop outside my house has had a peak of 100ms normaly its 5ms....

BTW i have a SB6120...
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