The answer to your first question is that I tested for the entire day that I took off from work and waited for the service tech Clearly 5am is not peak usage, but there was never a discussion and my contract does not state that the system will be painfully slow during peak periods. Actually at the time of the problem there was only one device connected, and when plugged directly into the modem the speed was no better. So are you telling me that I should pay for a service that doesn't deliver 24/7? Why would I do that when that is not in the initial agreement?
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Tech support are like robots that don't understand, I called for painfully slow speeds, I did the whole reboot thing only to get slower speeds, waited 5 days for a service tech who only works during business hours, he replaces the router and says I should be ok. 5pm rolls around and there go the speeds again. I have decent speeds from 5am - 4pm, Monday thru Friday unfortunately I am working and not at home at these times. From a little after 5 pm to 12 am service is horrible. At 5am service is decent problem being I need to go to work. Can't get a tech during the time you have the problem, can't get customer service to listen, they just want you to reboot everything and then tell you they need to send out a service tech. Testmy.net confirms everything I have to say 5am I am anywhere from 19-24 mbps and between 5:30pm - 12am I am anywhere from 786 kbps to 1.1 mbps. Sounds like a very bad relationship to me. I spoke with several neighbors and they all have the same complaint. If you can't live up to your commitment I want to end the relationship. You have made my life very difficult. I depended on you based on your word and you have let me down. I have tried to bring work home to balance my family/personal life and I can't do it because my internet service doesn't work. I have a 60 minute commute each way to work and have gone back to the office because I cannot get a decent internet connection at home. There is nothing more frustrating than paying for a service that doesn't work when you need it.
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