Shelter-in-Place causing extreme latency and slowdowns in service?

Internet access discussion, including Fusion, IP Broadband, and Gigabit Fiber!
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by jonc101 » Tue Mar 24, 2020 9:48 am
In Palo Alto, Ventura neighborhood.

Stuck working from home now.

Consistent interruptions in (DSL) service, with latency up to 1800ms, <0.5Mbps download and <0.5Mbps upload, even with direct (ethernet) connection.

Am I doing something wrong, or is this just the state of affairs now?

Already ordered Xfinity to start cable internet service instead.
If that works well, I'll just cancel Sonic service (after first year, price is now up to over $70 anyway).
by bufferbl0at » Tue Mar 24, 2020 10:42 am
If you're not accustomed to using your work computer at home, then I would check if it has some sort of backup service. My work laptop is constantly uploading to some backup service. If I hadn't setup QoS a long time ago, I would surely see results like yours.

When it's not uploading, latency and link speed are fine for me with my Sonic DSL.

If you do have such a service running and it is clogging up your link, I would suggest you disable it, throttle it, or implement QoS on your network.

Good luck
by david.c » Tue Mar 24, 2020 12:39 pm
Sorry to hear you are having internet speed issues. Looking over your connection we are testing a short that will negatively effect your services. This can be repaired but we will want to isolate the issue and find out if its an outside wiring issue or internal wiring issue. If you have the time please contact our support team by phone at 1 (855) 394-0100 (Toll Free) Mon-Sun 8am – 10pm and we will get your connection fixed up right away!

We have also scheduled an AT&T dispatch to check the outside wiring for the short or any other possible issues. AT&T should arrive anytime between today and tomorrow by 8pm.

If you would like to speak with me directly I have left a voicemail to the contact phone number we have on file with my call back number.
Sonic
Community and Escalations Specialist
David C
by jonc101 » Sat Mar 28, 2020 12:54 am
Looks like it was this external hardware issue. After a service man replaced some parts, reliability and bandwidth increased 10x towards something that made sense. Shame that we had just been living with it for months without realizing a fix was possible.
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