[RTC List] Suddenlink

[Rick Levin - Renaissance Computing]

I talked to Chuck this morning who is the Service Operation manager here
locally and he told me basically the same thing.

 

The question that follows is  why they are still signing up new customers
while existing customers are not getting the service (bandwidth) that they
were promised?

 

All businesses occasionally can run into problems, but if you ran a hotel
and all the rooms were full, would you continue to book rooms?

 

I am very disappointed in this company and I cannot at this time recommend
them to my customers until they improve their service.

 

 

Rick Levin

Renaissance Computing

101 H Street #B

Arcata, CA  95521

phone:  (707)822-7591

fax: (707)822-7653

rick at rencomputing.com

 

 

 

From: list-bounces at redwoodtech.org [mailto:list-bounces at redwoodtech.org] On
Behalf Of Marc Chaton
Sent: Monday, October 27, 2008 3:27 PM
To: list at redwoodtech.org
Subject: [RTC List] Suddenlink

 

Got this from our Rep at Suddenlink:

 

I'm with Suddenlink, at corporate HQ.  You can verify me here:
<http://www.dslreports.com/forum/r19826257-Suddenlink-Tech-Support>
http://www.dslreports.com/forum/r19826257-Suddenlink-Tech-Support.  For our
residential customers who have noticed download-speed issues in Humboldt
County, Calif., I provide below a simplified summary of the problem and our
efforts to address it.  To date, it appears this problem is largely limited
to peak traffic times - which generally occur in the evening, after 4 pm
local time.

1.  Approximately three months ago, we anticipated a need for additional
bandwidth to the Internet in Humboldt County, based on customer
bandwidth-consumption trends - and we immediately placed an order for that
additional bandwidth from the only vendor in the area that can provide it.

2.  Typically, this vendor fulfills our orders in a matter of days.
However, in this particular case - for reasons that have still not been
adequately explained to us by the vendor - it has not yet fulfilled our
order, and it continues to tell us there will be further delays.  Our
repeated communications regarding the urgency of the situation have not
persuaded the vendor to move faster.  If we could order the additional
bandwidth to the Internet from another vendor, we would, but again, this
vendor is the only option for us in Humboldt County.

3.  We are now in the process of attempting an alternative solution, which
we hope will temporarily restore download speeds during peak traffic times
for the overwhelming majority of our customers in Humboldt County, until we
can persuade the vendor in question to expedite delivery of the additional
capacity we have ordered.

4.  We are also reviewing additional options for placing pressure on this
vendor, so it hopefully will not further delay our order.

We apologize to all customers who are affected by this issue.  Please be
assured we are attempting everything in our control to expedite both
temporary and long-term solutions.

Thank you.

Pete Abel - 314-315-9346 (o)  314-550-7080 (c)

 

Marc Chaton

Infinite Consulting Services

 

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