I've been a customer for over 5 years. The service now is a joke. A disgusting joke, how can they honestly charge $75 to $85 a month for the service you receive. Even few months it bottom out and you have to go through the steps to get it back up to speed, so annoying. Once its throttled you might as well just power down the modem. A usable speed is supposed to be available after the FAP is busted. It's not, Yahoo or rather even a web page from 1994 won't load. I've seriously talked to so many unhappy with service. I have a direct TechSup number, that I've had since 2012. Here's the steps. Call the foreign Support line, go through an hour of them saying its all your computers fault. Then they try to upgrade your package and hardware for an hour. Then they finally acknowledge an issue, you wait for a few days its fixed. Or they replace your modem that seems to have a year and a half usage life. Why would I pay more or upgrade to more of your service or a contract when the service you provide now didn't live up to the service promised to start with?????
I'm sure the spurts of speed are all my fault. For example last night I was doing the same thing for 3 hours. Simply just playing CoClans, the first hour 15 mb, 2nd 20 mb, During the 3rd hour I did nothing different 100 mb, NO I didn't update or do anything, nor did my computer. I noticed so I got on my computer and the speed was dropping and spotty at best. Pages kept freezing, I couldn't even get the status meter up. Then suddenly Red light, its down, no bad weather but I was like well good a reason for it to be slow/stopped. It went green I have 125mb left 5 mins later it was busted. Anyone that uses HN knows you can't even download from Apples Server to get 125MB in 5 MINUTES!!! Once Throttled you're done, so that cycle starts, spend more money for a token. I'd like to know who regulates the speed and prices charged. If anyone does. in the 5 years, I've just given up so often when I have a problem. but I recently added up my losses at a city hall meeting for expanding broadband into rural areas I was shocked. $5280 on freaking AUTOPAY!, I'm the guy that they love bill always paid, rarely fight through the service line. That's about to change.
Busy day. You truly get no help from the phone support. I always give lots of slack toward speed issues. My biggest concern in the way you're treated when you DO call. I don't go running here or the phone line when stuff pops up, as all understand quickly, you know what to do, whether its reset or just simply wait. My concerns are when I'm not doing anything and I use 100mb in about 5 mins. or the status goes light yellow or red and then pops back up short about 50 MB. I DO watch my meter lots. I don't mind busting FAP after I've been doing stuff.
As an example a few months back when it went down for like 3 days. Unaware it was a bigger than me problem. I called in to the phone support to only have them say it was only on my end and they couldn't help. 90 minutes of hold and "support" They said there must be a problem here, outside. Finally after 30 more minutes, its reported after transfer, after transfer, its a big issue and its affecting many subscribers. There's even a help hotline for updates. And the fact that the first 90 minutes was spent troubleshooting my PC and blaming it all on me ....it was a totally known issue. I get on community during the outrage via a cell phone and there's all the info that was foreign to the phone team. I wasted 2 hours, when the first guy could have easily explained. Things happen it doesn't always work. I get it, I understand it. But if my bill wasn't paid on time, it would be off. Or if my connection to my bank account released 10c a day for a few days in place of my monthly bill, they wouldn't be happy.
The game I referred to is a server based game that I can actually still play while under FAP, shockingly enough. So clearly it doesn't use hardly any data, we're not talking xbox live or something. Downloading anything requires a special set up. I call it the subway system. I get in my car drive to free wifi at subway 14 miles away and download.
I don't mind FAP or throttle down after I've gotten my use out, I'll even spend a token. But under FAP we are told internet should be reliable. Its so not. The Yahoo I really meant was just Y Mail. Even with images and background stuff off, you can't check mail or lets say local news. BUT there's no way for them to check FAP speed been down that rabbit hole. HN are truly the gate keepers for rural internet, you get what they give. Option 2, none at all. As a consumer that's totally unfounded.