Speed issues, can't stay on chat for Help

[maratsade]

The agency you mention has no jurisdiction on what customers post on a customer-to-customer site, so complaining about how others have responded to a post would go nowhere and make the complainant look ignorant and ridiculous.  Bronccat has not been mistreated; it his him who has berated and mistreated others and he has been called out for it. He continues to make a spectacle of himself in public, and continues to refuse a proper troubleshooting procedure that is intended to help him.  He's not in any way obligated to accept help, but he appears to want to have his issues resolved but insists on dictating how the reps and techs should do their jobs. Two weeks and 11 pages later, he's nowhere close to having the issue resolved, and he has only got himself to blame.  

[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

[bronccat]

Will do. Can we not try to reset the modem to factory? Seeing at it was working fine whe installed?

[MarkJFine]

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.

[bronccat]

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?

[MarkJFine]

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.

[bronccat]

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.

[MarkJFine]

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.

[bronccat]

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.

[Liz]

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