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Snoozecat
Network Novice
Joined 3 years ago
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Re: Need real tech support for 5g download problems
Gee, this is a great place to talk to oneself… Latest graph occasioned by a complete outage beginning about 10:45pm, tonight, March 28th. I am still running speed tests, against speedtest.net, but in the interest of conserving bandwidth, I have cut those back to every 15 minutes. Hoping to get finer-grained data with less total data transfer, I began tracking ping times to Google once a minute, averaging 5 pings. That graph is interesting, too. X scale is the date measured, and the Y is the average of 5 pings. While ping is surely an imperfect measure of network performance, notice the clusters of time when ping times exceed 500Ms, up to 1,000Ms on some occasions. I am still crunching the data, but I want to overlay the speedtest results on this ping time graph. My guess is that times of low or no download speed will align with occasions when the ping times are inordinately long. If that is so, I can scale back the download speed tests and just use the ping times. That would be handy. Of course it is not clear to me that anyone at TMO actually cares about the performance of their latest and greatest product offering, but who knows...Re: Need real tech support for 5g download problems
Now I'm getting hour+ long complete drop outs, suspiciously during peak evening time. Sad to say I have come to believe that TMO just throttle the Home Internet customers down to zero when the network gets loaded. Not exactly as advertised. The spikes are speed tests (speedtest.net) running every 15 minutes. The outage, indicated by the complete zero baseline samples is from about 8:30PM EDT to 11:00 PM. Regrettably this has occurred on several nights lately.Re: Need real tech support for 5g download problems
TMO rep called me up about a week ago. Not sure what prompted that, likely routine sales call. I explained the sad story shown above and he indicated that TMO engineering was working on my nearest cell site and that the work would be complete on Mar 8. Last night (Mar 8) was a bit better, in that the usual dip to approximately zero Mbps was much shorter and recovered more quickly than many other times one can see in these data. But I think I see a clear pattern. TMO Wireless Home Internet runs pretty well most days, and for the insomniacs out there, 2-4AM looks fantastic. But come the traditional peak hours, say 7:30PM to midnight, download speeds just melt away. My regrettable conclusion is that the home internet is badly oversold in my location (central Florida) and that the network as it stands today just can't handle the load. So in the interest of prioritizing voice and SMS and who-knows-what other customer groups, the 5g wireless internet is throttled down to zero. There is quite a lot of legalease and weasel-wording on the throughput commitments explained on the Open Internet pages, but nowhere did I see that 5g Home Internet customers would be completely shut off during peak times. This is unacceptable. For reference, here the last twenty or so days of download speeds, as reported by running speedtest.net:Re: Need real tech support for 5g download problems
Here's some recent data showing a 2 hour + outage last night. I collected these data by running speedtest.net's CLI app every 15 minutes,. The periods of very high download speed are usually about four AM, and he outage shown by the flat spot on this graph is from about 9:30PM to midnight. What does anyone make of the wild swings here? I'd love to stay with the wireless internet, but the outages are really not acceptable. In my area the carrier choices are Spectrum, the T-Mobile 5g shown here, and 10Mbps DSL, I have the DSL and although it is slow, it is almost never out or failing to maintain the rated (sad) speed. I have had very bad experiences with Spectrun in the past. Any ideas how I might approach T-Mobile for some tech support here above the "reboot the can" checklist I can get from the Indian CSRs?Need real tech support for 5g download problems
I have had t-mobile 5g Home Internet for a couple of weeks now. My download speeds are running around 30 to 40 Mbps on average, as determined by checking speedtest.net every 10 minutes. (I am trying decide if I will keep this service or, sadly, go back to the slow but reliable CenturyLink DSL I had formerly). The download speeds aren't great, but they are definitely better than I get with my 10Mbps DSL. However in the last two or thee days I experience almost total outages. Please see graph below: Three days of download speed tests, 10 minute intervals T-Mobile only offers phone support, and so there is no opportunity to present the information I have and the calls are really time-consuming. I have a lot of respect for the folks in India who handle these calls, but let's face it, they are just running a "reset the modem and hope" sort of checklist. My call resulted in absolutely no long-term fix. So is there any way, short of some sort of e-mail roulette (guess an email address and give it a shot) that any customer can get a higher level of tech support? Somewhere a customer might: (1) be able to ascertain if the problem is the result of a local outage, and (2) let me know if my speed tests have somehow besmirched me as a "heavy data user"? (So far I have used a little less than 1GB of data.). Would I get cut down to .4Mbps for entering this category? Thanks for any help or suggestions anyone can supply.
