Tech Support Call Wait Times/Slow Speeds

bob916 wrote:

I was about to recommend this service to friends and neighbors as the first week of service was so much better then my 3MB end-of-the-loop Frontier DSL with speeds ranging from 25mb to 70mb. Sad to report though, for the last week it's been off/on (the reason for my tech call) and is fairly unusable. Speeds are wildly all over the place from .02mb to 40mb down (up is fine). The first tech after an hour wait time went over several things, but  ]gave up and put in a ticket to the cell tower group and promised to call back the following day. My 2nd call to tech support, when the first never called back as promised had a wait time of over 2.5 hour and could only tell me there's been no activity on the ticket. This morning speed tests again all over the place, sometimes with no internet at all. I've had to put of cancelling my overpriced $50 3mb Frontier DSL until this can be solved. 😟

Your comment is very timely as I just got a replacement gateway late last week and set-up the service over the weekend.   Unfortunately, my experience with speeds sounds very similar to yours.    

I've found that upload speeds are usually great, typically seeing over 20 Mbps.   However download speeds are only good (> 30 Mbps) between maybe 9PM and 7AM, and in the middle of the day I am frequently seeing rates well under 1 Mbps and huge latency issues.   But, upload speeds are almost always good regardless of time of day.  I tried calling a few times but gave up after about an hour on hold each time since I had way too many other things going on.

I still have my old internet (at over $100/mo) which I had hoped to get rid of, but a this point I can't.  If I could consistently get around 30 Mbps down I'd probably be fine, but dial-up speeds aren't going to cut it unfortunately.  I have spent a lot of time moving the device around my house to find an ideal location, but time of day is a much bigger impact on speed than gateway location.  

Good luck with getting to a solution.  Please let us know if your persistence gets you anywhere.

Gracias.