Ok, now the speed is terribly slow mid day today. I have been extremely patient. Someone needs to get me help ASAP! I don't think this is fair to me to not have my problem escalated yet. My first call in for help was almost one month ago. Chris, maybe this needs to be escalated to your boss. Let's get this moving towards resolution. Thanksgiving is over.
How many are having this problem? My mama is having the same issue with slow speeds. She pays for 10 mbps but never gets more than 3 mbps every time I have run speed tests. When the Gen 4 was installed, the tech had me use Speedtest.net, so I have used that and the Hughesnet Speed Test and neither goes above 3 mbps on download speed. I'm trying to help Mama with this, but I'm a bit lost on what to do. Why do you have to run the tests without the router? I need the speeds to work with a router. Why does it seem like a lot of people are having the same problem?
We were off Thursday and Friday, then the weekend. I'm still catching up on some things from the extended break but I will update you soon. Just waiting for some feedback. Your patience and cooperation are greatly appreciated.
Ok Chris. My patience is wearing thin. I called in today and worked with one of your colleagues. We completed even more tests. He gave me a case number #101686959. Could you please tell me when I can expect a call from the group this gets escalated to?
I understand that you are frustrated. Our tech support hot line at this point does not need to be contacted. You are already escalated directly to our engineering team that works in the NOC. There is no higher level technician when it comes to customer site adjustments. As I said before it was a short week and it may take longer for me to hear something back but I assure you they are working on this. Like everyone I'm sure they are all getting caught up today, once I do hear some concrete feedback I will let you know as soon as possible.