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Chat personnel just quit the chat without notice?

New Member

Chat personnel just quit the chat without notice?

I was on a Chat with Tina Pawn discussing my slow speeds during Bonus Bytes and she wanted to know what speedtest site I used and I told her SpeedTest.net and the "Stats for Nerds" box in a YouTube video I was trying to watch. First she tried to blame me not having Anytime data for the slowdown but it was BEFORE 8:00! My speeds were 700 Kilobits/s which is 0.7 Mbps, I saved a copy of the chat transcript and a screen shots of my speed tests.
19 REPLIES 19
New Member

Re: Chat personnel just quit the chat without notice?

Well, as soon as my contract is up which is next month, I am dropping this service and getting Exede or NeuBeam when they come to my area
Alum

Re: Chat personnel just quit the chat without notice?

Hi Sally,

Sorry to hear of your experience with our chat support. From your case notes it seems the chat disconnected but there is no indication why. However I do see that you requested that we help you troubleshoot your site once your data refills in May. I would rather get the ball rolling now so I will be adding token bandwidth to your account so that you can run speed tests for us to evaluate. 

Please run a set of 5 speed tests 3 times over the course of a 24 hour period for us to properly evaluate your speeds. Try to run these tests throughout the weekend. Especially during the times that you have seen are the worst for your site. Go to www.testmy.net and use 12 MB as the test size. Once you have a good pool of tests please post them here. We'll be able to escalate this to our engineers and have them work on your site.

Your patience and cooperation is appreciated, and we look forward to hearing back from you.

Thank you,
Chris
New Member

Re: Chat personnel just quit the chat without notice?

I just now seen that someone replied. I did many speed tests with testmy.net, I only averaged 0.7 Mbps, I called and the tech told me it was absolutely fine, it sounded like she had a bunch of kids screaming in the background and I heard cartoons playing, what is going on there?
Distinguished Professor IV

Re: Chat personnel just quit the chat without notice?

Can you post your results URL from testmy.net so your speeds can be looked at?  When signed in to testmy.net, click on the "Results" tab and copy and paste the URL into your post. 

AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Alum

Re: Chat personnel just quit the chat without notice?

Hi sallynug,

Thanks for getting back to us. As mentioned please post your results URL or copy and paste them here. We'll need to verify and have you run more. These tests should only be run when you have bandwidth available. If you are in a throttled state with those results, then yes that is "normal". I'm sure we can help you get the most out of your service. Hope to hear from you soon.

Thank you,
Chris
New Member

Re: Chat personnel just quit the chat without notice?

Alum

Re: Chat personnel just quit the chat without notice?

Hi Sally,

Thanks for posting the link, we'll be able to see any and all tests run from now on. I noticed that the size used changed in your tests. Please only use 12 MB for download tests and 2 MB for upload tests. Quick question, are you only getting these results during the bonus period?

If you can please run a few more using the parameters I've explained. Take some time over the weekend and post again once you have done so. We'll use your results in our escalation to engineers, just need a good amount when doing so. We appreciate your patience and cooperation. Have a great weekend!

Thank you,
Chris
New Member

Re: Chat personnel just quit the chat without notice?

I'll use my account instead of my Mums from now on, Anyways Windows Update took 9GB of data yesterday... I'll have to do speeds tests during Bonus Bytes only because I don't want to be throttled for the next 26 days.

Sometimes I get slow speeds all day and some days it's just during the bonus period, mainly between 6:00 and the end of Bonus Bytes, when 8:00 comes it seems to be normal-ish, the speeds fluctuate a lot.
New Member

Re: Chat personnel just quit the chat without notice?

Host Process for Windows Service used 84Mb today according to GlassWire, I like the UI of GlassWire but I like NetWorx's freeness and taskbar graph and you can set your data limit and it will alert you if you get close, I just divided my monthly by 31 and set it a daily limit.