Need help with service. End of my ropes.

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by » Sat Dec 02, 2017 10:06 pm
I need advice.

I left comcast for sonic a while back because I HATE comcast. I was promised 10kpbs because of distance but after installation I got 6kpbs. Not great but acceptable even at full price just so I don't have to deal with comcast. Lately my speed has degraded to 4.5kpbs and it's at a point I can't work while my wife is on Netflix. I'm still paying full price and the rep says they can't help. I HATE comcast and I love sonic because their customer service has been awesome but I'm at a point I can continue. Is their anything I can do on my end to increase speed for dsl? Is there a timeline for fiber in west portal in san francisco so I can wait? I do not want to go back to Comcast!

Apologies if this is the wrong forum but any help would be appreciated.

by robert_s » Wed Dec 06, 2017 5:44 pm

Sorry to hear about the trouble. I noticed some strange patterns in the signal to noise ratio reading on your circuit over the past few weeks. The less noise the better. The signal to noise ratio is much weaker on your circuit between 6 AM and 9:30 every morning. This time period may or may not reflect your the times you are having issues but does definitely point possible interference potentials.

Is the modem on or near something that would turn on during the that time period? Can you try plugging the modem into a different power outlet? Is the phone wiring going out of the modem damaged in any way?

Send me a private message with your phone number and a good time to call you and I can have one of our specialists trouble shoot with you.
Robert S.
Proud Sonic Employee
by ankh » Fri Dec 08, 2017 4:34 pm
Do spend the time it takes to work with Sonic troubleshooting performance.

I spent months -- ended up having a "co-op" visit from ATnT, handed the ATnT guy my cell phone after I dialed up Sonic's support techs. They spent a long, long time on the phone working together and found the problems far upstream from our house, replaced something at the ATnT Central Office, cleaned up things on the phone poles, and our service problems went completely away.

This took a long time and multiple visits to track down.

Note, if you walk around with an AM radio tuned to the noise at the low end of the dial, you can detect sources of electronic noise. Switching (small) power supplies plugged into the wall are notorious. CFL bulb electronics are often very noisy. And so on.
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