I am signed up and paying for the 3mb service. was getting 3mb plus download and 840 k plus upload speeds from the beginning (numbers per gateway and dsl speed tests online). it was awesome.
left phone off hook one morning for a couple hours (likely not relavent). tried to access internet - dsl down.
put phone back on hook, rebooted dsl modem, powered down dsl modem, etc.. no avail.
called in to tech support, found out several people down, dispatching tech. about 3 hours later tech arrived at house. we check dsl and boom its back online, but at notcibly slower and showing 1.7mb down and 400 k up per gateway and dsl speed tests online. VZ tech onsite said he did not understand how we (along with others) were even getting DSL before that afternoon - he said somthing about we were plugged into the worng port at the CO uptown. he put us in the "correct" port about 10 minutes before he came out, which accoring to logs is about the time it synced back up.
Now, I know that just because I am signed up for the 3mb service does not ensure me that speed all the time, but moreso a "best effort". I just dont understand that how being plugged in wrong would let me have DSL at a higher speed then now.
I am a 12 year IT person (worked up from help desk thru all levels to director) and hold numerous pieces of paper that say I kinda know my way around networks and equipment. But I cannot seem to get ANY one at VZ to acknowledge that I was ever recieving that high of a speed. Is there any magic word or number at VZ that would help?
They (tech support) feel it necessary to argue all the time as to what speeds I was acutally getting.
Anyone have similiar issues and if so how are you dealing with them?
I would switch to cable if it were available.
What is the brand and model of the DSL modem?
westell 7500. FYI - I have tried disabling the wireless and it does not make a difference. I have also tried from the NIB with no change.
HI, The speed package is configured on the backbone circuit, not out of the central office. Since you have already tested yourself at the NID and you are meeting with resistance from first level techs on getting a resolution, it is time to escalate.
well, spent a long while on the phone. bounced several times. Finally wound up with a wonderfull agent that took the time to listen and actually act like they cared.
she again pointed out that my line is only provisioned for 1.5mb and that billing would have to fix this (which is exat opposite of what billing said) after I remined her that i am already paying for 3mb and about the outage changing the speed, she said she will esclate it to the local CO and that it sounded like they may have reset my line or moved my connection and thats what would change the provisioning. which is funny cause thats what the tech said the day of the outage, that he had to move my connection along with other cause they were plugged into the wrong port.
i will post my results when they occur, but I am on a 24 hour test and should hear from a tech in the morning cause her tests started showing that I could go all the way up to 7mb.
by the way, i did send a good comment to an email address the agent gave me. i will share it if you send me a message. regardless of my issue getting resolved or not, this agent was very good at customer service and I believe in praising it when I can.
forgive any misspellings, too tired to hit the spell check.
ok
nothing happend over the weekend. speed actually slowed. checked online, ticket was closed. i have not heard from anyone or seen anyone like i was assured friday evening.
spoke to someone again at tech support. would not give an operator id, would not let me speak to his supervisor, was very reluctanct to give me a ticket number. dunno if the number i got is even valid. unless it took him that long to key in the ticket.
he says i have to go back to billing. even thou i am being charged for the 3mb, they have it keyed on as 1.5 and its their problem.
i am so sick of this. calling PUCO in the morning unless something happens when I speak to billing.
Same thing here man. I started out with 3.0mbps and have been getting 1.5 the whole time. I think they should at least fix the problem in not compensate.
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