Packet loss problems are still ongoing:
Three hours of high packet loss during peak time last night.
As stated before, your field techs servicing my neighborhood node on Nov 11 appeared to have corrected the issue (zero issues of packet loss for 15 days straight) - until they came out last week - I believe on the 26th. After servicing my node on the 26th, my service deteriorated to normal high packet loss levels.
Please fix this. I am in a state of constant disbelief at your company's poor level of service in a city of 4.5 million people.
You're suggesting having a 14th in home appointment may be necessary when your last in home technician and two of your tier 2 representatives confirmed the issue to be outside of my home? What evidence can you provide in this public forum that demonstrates the node level issues have been resolved? I'm seeing the exact same behavior I was seeing four months ago, long before the "node level issue" had been "resolved".
That sounds very illogical and anti-consumer. Perhaps your network engineers should look at the data I've provided and figure out what infrastructure problems are persisting that would cause 5-30% packet loss consistently during peak for a consumer.
Or perhaps your company isn't interested in fixing the problem considering there is no parallel competitor in my area of the market?
The most recent tier 2 confirmation of 12% packet loss between their pinging location and my modem was during an outage on December 1, four days ago. This excludes all of the hardware in my home and is indicative of a problem with your infrastructure, as I have mentioned in dozens of previous posts.
I have the conversation recorded and am willing to post a link to this forum if you don't believe the diagnostic data your own employees can provide
Two days without a response so far.
In a recorded conversation last week, I was told I'd receive a call from the field technicians by Wednesday at the latest. Today is Saturday. Still no contact.
Here is a screenshot of the massive packet loss I've been experiencing this evening:
Still no solution. I attempted installing a MOPC/point of entry filter which did not correct the issue. I also tried filtering through a UPS, which again - did not address the issue. Your infrastructure is bad, and needs to be fixed. Your customer service only functions proactively when an FCC complaint is open - when the FCC complaint expires, there is no proactive contact.
