Page 2 of 2

Re: Fiber Upload Issue: Upload Speeds being BLOCKED/GATED

Posted: Tue Jun 11, 2019 1:31 pm
by blakemcclaren
I don't think its my hardware at this point, but I'm still going to finish cleaning my end up as much as possible.

Re: Fiber Upload Issue: Upload Speeds being BLOCKED/GATED

Posted: Tue Jun 11, 2019 2:11 pm
by dane
blakemcclaren wrote:
@Dane,

Thats correct he got the same error on his own machine.


Interesting. Sounds like maybe we've got a bad ONT - the optical network terminal, or something along those lines. Do contact support - if the issue is the same on our tech's laptop, directly connected to our gear, it's clearly not your equipment.

Re: Fiber Upload Issue: Upload Speeds being BLOCKED/GATED

Posted: Tue Jun 11, 2019 2:17 pm
by blakemcclaren
Ok, thanks. Will do.

Re: Fiber Upload Issue: Upload Speeds being BLOCKED/GATED

Posted: Thu Jun 13, 2019 11:42 am
by blakemcclaren
Last night my internet went down for a few mins at 12AM. This morning, everything is working properly.

I called Sonic Tech Support to let them know and was informed that the engineering team reset my connection at a point that is shared with many customers and that seemed to fix my issue.

Thank you for the fix!

Sonic Tech Support was patient, polite and helpful at every step in the process. I talked with 6-7 different people over the past 12 days and everyone one of them was knowledgeable and empowered to service my requests.

@Dane, thanks for build such a great company and support team.

Re: Fiber Upload Issue: Upload Speeds being BLOCKED/GATED

Posted: Thu Jun 13, 2019 12:02 pm
by dane
Interesting. Thanks for the follow-up. Troubleshooting is a process: you swap and eliminate components until you can point toward where the issue most likely lies. This one sure sounded like a router/firewall/AV issue, but has turned out to be an optical network equipment one - isolating that was do-able just by testing with known good equipment at the edge of the network.

Thanks for working with us as we completed the process!