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Question on customer support and internet speed

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Assistant Professor

Re: Question on customer support and internet speed

L, simple explanation is he discovered something better was available to him. That is why the long delay between May and the present.

Again, whatever it is, it is NOT satellite. Not comparing apples, it is comparing apples to potatoes. 

Rattlesnake, like Jezra already asked, can you name this fantastic ISP? Would love to look them up and see exactly what type of service they are. Definitely not satellite.
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New Member

Re: Question on customer support and internet speed

There sure seems to be a few folk on here that have the same 'hang ups' when it comes to peoples origins.. "great customer service from people in my own country" 
Reminds me of Mindbender as he said this exact same thing in another conversation.... very odd!
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New Member

Re: Question on customer support and internet speed

well i have called the customer support for the last few months and just now decided that i would try their web support to see if i would get better results than i was getting from actually talking to a real live human being. but since i typed in earlier to explain what I have from my home lap top roughly 4 hours ago. 

just now it took me 15 minutes to log into this customer support community to read and type any replies to a actual customer support agent that I am suppose to have 24 hours a day.  and i have yet to see one reply to me.  No it is not satellite service it is cellular service. 

I deal with satellite and cellular base communication on a daily basis. If in my job I remote access a machine from 200 miles away and work with it in real time by a satellite or cellular signal. every day at work. why do i have horrible service at home and i am 20 miles from work. yes we have different internet companies. 

I just trying everything i have to try to give this company the a chance to correct me or help me figure this out. i was an Excede customer for around 5 years. and in the beginning service was awesome i could watch my movies online play my games online no problem. but in the last year it went straight down hill. so i thought it was time for a change now with the kind of service and customer support i am receiving. I would like answers. is that too much to ask. i will answer all question honestly if the person asking the question will be honest with me. 
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New Member

Re: Question on customer support and internet speed

it is cellular signal from towers. but still not apples to potatoes. Chariton Valley Wireless. but still my main question is customer support. why if i am paying for service fee of 7.95 for express service. 

also was just running some test and on this page alone it takes about 2 minutes to load the page to even read it. 
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Distinguished Professor IV

Re: Question on customer support and internet speed

Rattlesnake,

If it took you fifteen minutes to log into this site, then it's one of two things, and probably the latter.  First, you are out of data and throttled.   But, even when throttled, it wouldn't take fifteen minutes to log into this site.  Dialup would be faster than that.  The second is there is something seriously wrong.  In this particular instance, it has to be the latter.  Even with a speed of 1Mbps, the low end of your purported speeds, you would still be able to log into this site in no time.  If it really took you fifteen minutes, then you've either got something wrong with your router, your computer, or you are having some sort connection problem. 


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
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Distinguished Professor IV

Re: Question on customer support and internet speed

Rattlesnake,

If it took you fifteen minutes to log into this site, then it's one of two things, and probably the latter.  First, you are out of data and throttled.   But, even when throttled, it wouldn't take fifteen minutes to log into this site.  Dialup would be faster than that.  The second is there is something seriously wrong.  In this particular instance, it has to be the latter.  Even with a speed of 1Mbps, the low end of your purported speeds, you would still be able to log into this site in no time.  If it really took you fifteen minutes, then you've either got something wrong with your router, your computer, or you are having some sort connection problem. 


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
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Moderator

Re: Question on customer support and internet speed

Hi Rattlesnake,

To make this short and simple, we cannot lower your ping. Generally, the only time we really get ping complaints is because someone is trying to play games online. I see from our interactions with you in the call center that you've mentioned having a PS4. Is this why the ping is an issue? 

As far as speeds, being a wireless-type provider, we can't (land providers really can't either) guarantee you'll get those "up to" speeds all the time. From reading the "other providers" terms of service you've mentioned here, neither do they. 

The $7.95 charge you are referring to is our Express Repair service, meaning that if there is an issue discovered with your equipment (modem, radio, alignment) and cannot be fixed by troubleshooting over the phone, we will dispatch a technician to your home to repair such in warranty issues within 2 business days and a co-pay of $25. Without Express Repair, in warranty visits are free but can take up to a week for a technician to get on site. 

I can, however, get with the sales group who you called and see if your call recording is available to review. I will let you know the outcome of that as soon as I can.

Thanks
Amanda
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New Member

Re: Question on customer support and internet speed

new netgear router R6300. newer computer. again back to my original statement that the wireless company temporary unit and everything i have work perfectly. no slow speeds and consistent i know its not apples to apples but I'm not comparing apples to apples I'm trying to get help in figuring out why I am having slow speeds. I truthfully do not want to change I really just want what I was promised. is that too much to ask for.  and i still have usage left for them month. so its not that im out of data. although i did have an call in when i couldn't figure out my data was all gone. but that was on my end not the fault of the company. Sorry for that one
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New Member

Re: Question on customer support and internet speed

Ok. thanks for getting to my questions what do I need to do to get this looked into. when I go to watch any video on either my Facebook or off Youtube. it will load a few seconds of the video clip and then buffer till it times out. or when i go to log into this sight it will not load in less than 10 minutes. when i call the customer support i have hard time hearing your reps. either there is a lot of background noise or i cant understand their accent. so i went to here so i can understand typed out words. to maybe fix this issue and not have to go somewhere else to get good service. thanks for trying to help me. 

 I understand all the internet satillite and wireless and cable and dial up are all the different. but when i used my brand new netgear router with my excede internet and with this Chariton valley wireless it works good. but when i am using hughes net it doesn't. what do i need to look into to get this figured out. i live a mile from anywhere and i have open clear sky to the south of my dish. 
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Assistant Professor

Re: Question on customer support and internet speed

First, make sure the router address is NOT set to 192.168.0.1 as that is the modem address and will cause conflicts. Setting the address to 192.168.1.1 is what works best for most people.

Also be sure that DHCP is enabled on the router.