[RTC List] Suddenlink performance the last 5 days

[Pat Bitton]

I have to say I've had no problems with Suddenlink for at least a couple of
years. I choose to pay extra for the business-level service for my home
office ($69/month) and on the very few occasions I've needed to contact
technical support, the response time and quality has been excellent.

Just my 2c

Pat Bitton
Partner, Euresto Partners Inc
Sales & Marketing Strategies for Technology Startups
+1 707 268 8968/+1 408 464 0829 cell
www.eurestopartners.com
 

-----Original Message-----
From: list-bounces at redwoodtech.org [mailto:list-bounces at redwoodtech.org] On
Behalf Of Patrick Moon
Sent: Wednesday, October 15, 2008 2:33 PM
Cc: list at redwoodtech.org
Subject: Re: [RTC List] Suddenlink performance the last 5 days

hi all,

We've also been talking to SuddenLink for a month now on the
speed/connection issue.  Things have definitely changed as time went on.  In
the beginning we were looking at normal speeds/latency (6-8mbits and 30-40ms
latency) to 700k bits and 900-1200ms lat.  We called tech support many times
and heard lots of things (mostly that it must be our router in the house),
including that ATT wouldn't self them more capacity.  We also had a tech out
2 times.  Both times he said there was a real issue on our side and it was
outside of our house at one of their boxes and that a "team would have to
come back and fix it".  The second time a tech came out (and lots of calls
later) our internet stabilized... at about 1.2mbits and 90ms lat.  My trace
routes also showed a router in the 4 hop range causing the issue.  Also I
took to running pings all night while I am on and routinely see request
timed out; maybe ever 20th packet or so. This happens even if no one is
using the internet

Very sad customer service on their part. Make sure you let everyone know
that this is how suddenlink is treating it's customers...it's all we can do
(short of switching which I may have to do)... call them and spread the bad
PR.


Cheers,
Patrick


William Van Hefner wrote:
> Winter,
>
> It definitely looks like a Suddenlink problem then. My guess is that 
> they have a bandwidth bottleneck upstream. It could be a router issue 
> on their network though. Either way, I don't think that they can blame 
> AT&T, or anyone else, for the problem.
>
> I've seen this sort of thing before on many other ISPs, and chances 
> are that they are simply choosing not to purchase additional capacity 
> in order to keep up with their customer's growing demand for 
> bandwidth. Eventually, the network reaches a "choke point", which has 
> the effect of slowing everything down. I'm sure that the customer 
> service reps at Suddenlink have no clue whatsoever as to what is going 
> on. Those kinds of decisions are made by the bean counters, not the 
> tech people. Customers have absolutely no way of reaching anyone who 
> would be in a position to tell them what is really going on.
>
>
>   


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