Sonic Fusion @ 7000 feet away with Actiontec modem...

[dane]

If it's the same at the MPOE as it is inside, that simply means your home wiring isn't the problem. It doesn't mean that there is NOT a problem. Please do call back and ask - does the distance as shown by our ASSIA troubleshooting interface match up with a reasonable level for speed? If it does not, they may see problems there - crosstalk, splice issues, grounding faults - items we'd dispatch AT&T to fix.

[c.aynesworth]

Again Thanks Dane. I relayed your comments to support!

I do want to stress to others that may be reading this that everyone I've talked to at sonic have been very nice and have called me back. I don't think I would've gotten this same level of help at other companies.

[c.aynesworth]

Well I never heard back from support. So I guess you should amend you graph to show that at 7,200 feet, one should expect around 3.6Mbps....

[dane]

Did you call support at 611 and wait to speak with them, or press the option for a call back?

[c.aynesworth]

I called the other day and as you saw all the tests seem OK. I then sent your response in an email to support, and never heard back, so I figured that was that. I mentioned this thread and the person I talked to sounded as though nothing more could be done...

[dane]

Well, the speed is way outside of what one would expect at that distance, so if that IS the distance, they should dispatch and test on site and repair. Please, phone support!

-Dane

[mbreese]

I then sent your response in an email to support, and never heard back

For what it's worth... My experience is that emails to support aren't answered. And if they are answered, it isn't in a timely manner (I'd consider 6-12 hours timely for a support request). I've been battling with a problem recently and haven't gotten responses to any emails outside of the automated message. If you really want a response from support, give them a call.

(Note: everyone that I talked to has been quite nice and professional)

[dane]

If you fail to receive a response to a ticket, the purpose of the ticket number for us is to track down what happened to the response. Please do call if you have any open tickets that we do not respond to.

Regarding response interval, we currently are achieving an average response time for support email tickets in 3.5 hours. This has gone up, we were at two hours a few months ago, but we are continuing to hire and train staff as we grow.

[c.aynesworth]

Someone got back to me and ATT is coming tomorrow to have a look at things. Thanks Dane for the help again - I'll post after ATT figures out the situation.

[dane]

Someone got back to me and ATT is coming tomorrow to have a look at things. Thanks Dane for the help again - I'll post after ATT figures out the situation.

Excellent, glad to hear it, and thanks for sticking with us through the process!