[RTC List] Suddenlink performance the last 5 days

[Patrick Moon]

hi all,

We've also been talking to SuddenLink for a month now on the 
speed/connection issue.  Things have definitely changed as time went 
on.  In the beginning we were looking at normal speeds/latency (6-8mbits 
and 30-40ms latency) to 700k bits and 900-1200ms lat.  We called tech 
support many times and heard lots of things (mostly that it must be our 
router in the house), including that ATT wouldn't self them more 
capacity.  We also had a tech out 2 times.  Both times he said there was 
a real issue on our side and it was outside of our house at one of their 
boxes and that a "team would have to come back and fix it".  The second 
time a tech came out (and lots of calls later) our internet 
stabilized... at about 1.2mbits and 90ms lat.  My trace routes also 
showed a router in the 4 hop range causing the issue.  Also I took to 
running pings all night while I am on and routinely see request timed 
out; maybe ever 20th packet or so. This happens even if no one is using 
the internet

Very sad customer service on their part. Make sure you let everyone know 
that this is how suddenlink is treating it's customers...it's all we can 
do (short of switching which I may have to do)... call them and spread 
the bad PR.


Cheers,
Patrick


William Van Hefner wrote:
> Winter,
>
> It definitely looks like a Suddenlink problem then. My guess is that they
> have a bandwidth bottleneck upstream. It could be a router issue on their
> network though. Either way, I don't think that they can blame AT&T, or
> anyone else, for the problem.
>
> I've seen this sort of thing before on many other ISPs, and chances are
> that they are simply choosing not to purchase additional capacity in order
> to keep up with their customer's growing demand for bandwidth. Eventually,
> the network reaches a "choke point", which has the effect of slowing
> everything down. I'm sure that the customer service reps at Suddenlink
> have no clue whatsoever as to what is going on. Those kinds of decisions
> are made by the bean counters, not the tech people. Customers have
> absolutely no way of reaching anyone who would be in a position to tell
> them what is really going on.
>
>
>