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J7 111000123266298 P

Alum

Re: J7 111000123266298 P

Carol,

As i was running remote diagnostics again on your site, we noticed that you might have a line of sight issue based off of our readings.

We have decided as a courtesy to dispatch a technician to do a complete review of your site due to these concerns.

Your Dispatch is currently scheduled for Tuesday, Nov 18, 2014 between 08:00 and 11:00am. 

Please call Customer Care to reschedule if needed.
Customer care - 866-347-3292

Please let us know how the site visit goes. We want to make sure we are doing everything we can to get you to optimal service.  Again, we appreciate your patience.

- Warren
New Member

Re: J7 111000123266298 P

The tech called today to confirm for tomorrow. What is he supposed to be doing anyway? The dish hasn't moved so I don't see what line of sight issue could be a problem. I'm rural with no neighbors so definitely not any new construction. If it were a tree I'd think that the problem would have been worse when the leaves were on the trees. I really don't see the point since I'm not upgrading and I'm not paying for new equipment! I already told you my budget allows for exactly what I'm paying right now.
Assistant Professor

Re: J7 111000123266298 P

Carol, let the the tech do their thing. Won't hurt and they said it is free. At the least it never hurts to make sure your dish is tweaked to the most optimum point.
New Member

Re: J7 111000123266298 P

Been and gone. No line of sight issues (gee, big surprise there!). He changed the lnb and router. Right now I'm at my normal speeds. I'll run some tests now and again after midnight.
New Member

Re: J7 111000123266298 P

Speed
11/18/2014 13:22:20
3584
240
11/18/2014 13:20:02
3026
249
11/18/2014 13:18:08
3512
244
11/18/2014 13:16:24
3168
248
11/18/2014 13:14:34
3483
246

Responsiveness
11/18/2014 13:13:08
4.0
11/18/2014 13:12:57
5.6
11/18/2014 13:12:47
3.4
11/18/2014 13:12:37
4.9
11/18/2014 13:12:37
3.4
11/18/2014 13:12:27
5.0

As good as it ever was. I'll post more tests tonight.
Alum

Re: J7 111000123266298 P

Carol,

We appreciate your patience and thanks for the reply. We perform a thorough remote diagnostics to determine if a dispatch is needed, which helps the troubleshooting process and identify the whereabouts of the problem.

Keep in mind that your speeds will most likely be slower during the peak congestion times, but this will give us a look of what your current speeds are during the day and night.  Thanks again for your cooperation.

- Warren
New Member

Re: J7 111000123266298 P

I tried to run  the tests last night but I had no internet connection. I've tried 3 times during the course of today to get in here... but I've had more "page timed out" errors on numerous sites today, including this one, than in the past 6 months combined! The sky is clear and the tech confirmed we have NO line of sight issue.  I'm done here. I'll deal with what I have until it doesn't work any more.
Admin

Re: J7 111000123266298 P

Carol - you've been more than patient in this troubleshooting and the onsite tech has done all our required checks.  Still your performance specs are of concern.   Your case is going to our network engineers.  We'll figure this out.  As another option, I realize you don't want to upgrade however, we can extend a very compelling offer to upgrade.  Your choice, we'll support your service either way.  
New Member

Re: J7 111000123266298 P

Hello Katie, do you have access to my email address? I have some questions I'd rather not put on a public board.
Admin

Re: J7 111000123266298 P

Sure.  I'll email you shortly.