Forum Discussion
Speed issues, can't stay on chat for Help
Last night DL was consistently under 1 mbps, up was 2.5 to 4 This morning, DL has ranged from sub 1 to 10. I have been on 4 chats and they just stop replying or disconnect. One rebooted modem a fe...
Hi bronccat,
Thank you for this information. I also noticed on your account that you've reached out to our corporate office, so yes, one of our corporate representatives will be in contact with you to address your concerns. I've shared this thread with him so that he has more details on the troubleshooting attempted thus far. I'll go ahead and close out this thread, as I'm sure our rep will provide you with a resolution.
Thank you for your cooperation and understanding.
-Liz
Hi bronccat,
I've asked our engineers if they can assist in monitoring your site while under normal usage. Please let me know well in advance when you plan to be on site so that engineering can have their monitoring tools set up.
Just go about your business as normal, and document details and timestamps for any issues that arise so that engineering can compare to their analysis.
Your cooperation, patience, and understanding are much appreciated.
Thanks,
Liz
Will do. Can we not try to reset the modem to factory? Seeing at it was working fine whe installed?
If you do that you will be dead in the water until it is re-registered with the help of an authorized tech.
That should only be done as a last resort and while on the phone with said tech.
- Right. I'm saying after 2 weeks of this and no progress towards a solution or even any ideas that I'm aware of, isn't that a logical step for them take?
Not necessarily.
You're assuming it's a problem with the modem. To me it sounds like something/things local that is/are using the modem. They've already isolated everything between the modem, satellite and internet as being fine, and that's the only logical thing left.
- Thanks Mark - but has to be the modem, IMO - unless Firefox doesn't work correctly with HN and is screwing up the speed tests. But that wouldn't explain every single app / program on every single device struggling with DL speeds.
All the devices being used there are fine elsewhere and were previously fine on that modem. Only thing that could have change to affect wired, wireless and 4 devices - would be the modem / router.
Unless there is some bizarre electromagnetic field that is interfering with wired and wireless transmission speeds. Look, I'm not going down that road. There are literally 10 pages of it. Unless you begin to accept that there is something in the way either your devices are configured and/or the way your modem is configured to talk to them, there's no point. What I do know is that wholesale resetting the modem is a bad idea and will make things worse for you.
- I understand what you're saying and Im not disagreeing with the possibility - I just need someone who as intimate knowledge of these modems to tell me what settings could be affecting both wifi and ethernet, download speeds only - and weren't an issue 3 or 4 weeks ago - across 4 different platforms.
Based.on all those variables, it's a lot more likely that ONE device (the modem) is the culprit.
I've read about the modem resetting dangers, and I won't do it until I'm asked to - but at this point I just want any kind of movement besides them continuing to test and tell me everything is ok on their end. Good morning bronccat,
No factory resetting the modem unless suggested by our engineers here at corporate. Just let me know when you plan to be on site next so I can give the engineers a heads up. Thanks!
-Liz
I will let you know. Hopefully on Wednesday. Will they be able to communicate with me via email or text (VOIP Text)?
Thank you, I will tell them to prep for Wednesday. They will be monitoring your site, no need for any communication. Should anything change, please let me know.
-Liz
- I would think that actual communication is warranted at this point.
I desperately reached out yesterday via chat (from elsewhere) and was told that "I was informed to inform you that the issue has been sent to the corporate office and that the will be notifying you from their office".
That's was literally what was sent - right before I asked for a transcript twice and was told "Do to security concerns we do not email out information"
Again verbatim.
Also was told on FB messenger that this would be addressed and haven't heard a peep since last week. Nor have my messages been read.
Please put me in direct contact with someone who can address this. Hi bronccat,
Thank you for this information. I also noticed on your account that you've reached out to our corporate office, so yes, one of our corporate representatives will be in contact with you to address your concerns. I've shared this thread with him so that he has more details on the troubleshooting attempted thus far. I'll go ahead and close out this thread, as I'm sure our rep will provide you with a resolution.
Thank you for your cooperation and understanding.
-Liz
