Jump to content


 


Register a free account to unlock additional features at BleepingComputer.com
Welcome to BleepingComputer, a free community where people like yourself come together to discuss and learn how to use their computers. Using the site is easy and fun. As a guest, you can browse and view the various discussions in the forums, but can not create a new topic or reply to an existing one unless you are logged in. Other benefits of registering an account are subscribing to topics and forums, creating a blog, and having no ads shown anywhere on the site.


Click here to Register a free account now! or read our Welcome Guide to learn how to use this site.

Photo

Slow speeds at night, ISP giving up. Help!


  • Please log in to reply
7 replies to this topic

#1 Petch

Petch

  • Members
  • 4 posts
  • OFFLINE
  •  
  • Local time:05:57 AM

Posted 21 September 2014 - 11:09 AM

Our internet has been dropping every single night for the past month and a half. I have contacted my ISP, they have sent techs our and yet we are still having problems. They sent a tech out at night while we were having problems and tested a pole, he had perfect connection. So they replaced everything from that pole to the house, and gave us a new modem, yet we are still having problems. I just got off the phone with my company and they told me there is nothing else they can do, they have done everything. They told me I can either cancel, or figure it out on my own. I've posted on multiple forums, gotten other peoples advice, and still no resolution.

It's not throttling, our company doesnt do that. I'm desperate, and a little overwhelmed right now. I feel confused as to why my company is making me do all the work now. So I came here hoping that someone on here can help me figure out what is going on. 

We should be getting around 10mbps and at night we get 0.

Ask for any information and ill do my best to get it for you, just really hoping to get this resolved.

 

I have detailed pictures of the lines, equipment, and our modem/router if you need those posted, im really hoping that someone here can help me pinpoint what the actual cause is since my ISP wont.


Edited by Petch, 21 September 2014 - 11:11 AM.


BC AdBot (Login to Remove)

 


m

#2 CaveDweller2

CaveDweller2

  • Members
  • 2,629 posts
  • OFFLINE
  •  
  • Gender:Male
  • Local time:07:57 AM

Posted 21 September 2014 - 04:36 PM

Ok you say it is dropping, what are the lights on the modem doing? Do you mean slowing down or cutting out? How are you connected, wired or wireless? What kind of signal are they getting at your house?

 

And if they've replaced everything from the pole to your house and are getting goo signal there, if they replaced the wiring to the modem and replaced the modem, yeah there isn't much else they can do.


Hope this helps thumbup.gif

Associate in Applied Science - Network Systems Management - Trident Technical College


#3 Petch

Petch
  • Topic Starter

  • Members
  • 4 posts
  • OFFLINE
  •  
  • Local time:05:57 AM

Posted 21 September 2014 - 05:54 PM

First it slows down. We should be getting around 10mbps and we get around 0-3. as the night goes on it gets worse and worse until it finally drops out completely and we dont get signal again until around 10 the next morning. It doesnt matter if im connected wirelessly or wired same problem. Originally the cord comes from the pole, to the house, and down to a tap that has 3 ports on it. "IN", "OUT" and "TAP". the cord comes from the pole and goes into the "IN" port on the tap, the modem cord is plugged into the "TAP" port, and the "OUT" port goes to the tv's downstairs. Since the modem is close to the tap i unplugged the cord that comes from the pole and plugged it directly into the modem to see if the tap was faulty. Thats not the case.

 

Could it be a problem with a tap out on the pole? or something else out on the pole? Could they have good signal there but have a hard time pushing the signal farther down? Since its only at night i was thinking that something is getting condensation in it and causing a short circuit or something. Then around 10 when it starts to warm up the condensation disappears and the signal is good. What do you think?

 

I took detailed pictures of everything if you need them.

 

i also have the status page of the modem when it was good and when it was bad, as well as the event log. If you know what to look for i can post those if you want.


Edited by Petch, 21 September 2014 - 06:01 PM.


#4 CaveDweller2

CaveDweller2

  • Members
  • 2,629 posts
  • OFFLINE
  •  
  • Gender:Male
  • Local time:07:57 AM

Posted 21 September 2014 - 07:25 PM

You said they came out at night, did it do what you described when they were there or did they just test at the pole? Does it happen when it rains? What all did they actually replace, did they explain it to you? I have found techs that come out are hit or miss, either they know what they're doing and will explain it to you OR they just do what they're told but don't really understand what they're doing.

 

Very weird problem lol

 

Edit: and frustrating I'm sure 


Edited by CaveDweller2, 21 September 2014 - 07:26 PM.

Hope this helps thumbup.gif

Associate in Applied Science - Network Systems Management - Trident Technical College


#5 Petch

Petch
  • Topic Starter

  • Members
  • 4 posts
  • OFFLINE
  •  
  • Local time:05:57 AM

Posted 22 September 2014 - 11:19 AM

Haha you nailed it! Couldn't have said that any better if i tried! That is exactly whats going on here, they are a little short on techs as some of them have been injured so the 3 techs that come out, 2 of which know what they are doing, for the most part. I will post pictures and hopefully that will give you a better picture. Going on a month and a half now with no resolution.

 

Doesn't get slow when it rains. (It rained yesterday actually)

 

They came out while the connection was bad and tested 2 poles away from our house. Said they had perfect connection. So they replaced all the cable from there to our house and gave us a new modem. Some people were saying it could be a tap close to the house, so while it was bad i connected the modem directly to the cable coming from the closest pole, and that did nothing, same problem, so it means its farther up the line.

 

The only thing that i think they have replaced was a tap that was originally a 14. They switched it for a 17, and then replaced all the cable, thats all they have replaced, and they told me there is nothing else to replace. Here are the detailed pictures, hope they help. I also have status logs of my modem page, as well as the event log if you would like those.

 

Yes VERY frustrating. I feel overwhelmed and mad because i'm the one trying to figure out their problem.

 

EDIT : OPEN IN ORDER

Alley - http://gyazo.com/787a469b99b35d3611ca84ec6f7c698f

2nd pole - http://gyazo.com/3d802c414646e7e894d83831682edba5

Tap close up - http://gyazo.com/e08e299c89357a3b47860ba9445fa330

Pole 2 to 1 - http://gyazo.com/7b749e7c8cd418d91143e0177733b71a

Close up of pole 1 - http://gyazo.com/f3cf62f0ee52fca534a6320e9508a355

Where cord connects to house - http://gyazo.com/a9fff25b2b59dcec31d0ef6122275d5e

Close up of house - http://gyazo.com/b277a1189dfbfcf36b5eb5448b40a692

Close up of splitter http://gyazo.com/db6788bd92346f9f66d330aab9828ded

Splitter to house - http://gyazo.com/4aa370a229fc430df36c019084aeae17

Faceplate where cable comes through - http://gyazo.com/36ad5f3115671cf4211c74af72e8131d

Modem/router - http://gyazo.com/9345d2dcae2344da25bae57ecc8fd395



#6 CaveDweller2

CaveDweller2

  • Members
  • 2,629 posts
  • OFFLINE
  •  
  • Gender:Male
  • Local time:07:57 AM

Posted 22 September 2014 - 06:52 PM

So you plugged into the wire at your house that comes from the pole before the splitter and you're still getting the issue?

 

The picture you have labeled - Tap close up - it looks like one side of that runs down toward the pole by your place and the other wire is running to a neighbor, have you followed it and asked that neighbor if they are having the same issue at the same time you are? 


Hope this helps thumbup.gif

Associate in Applied Science - Network Systems Management - Trident Technical College


#7 Petch

Petch
  • Topic Starter

  • Members
  • 4 posts
  • OFFLINE
  •  
  • Local time:05:57 AM

Posted 22 September 2014 - 07:47 PM

Yes i plugged directly into the line and I still had the same problem, so its not the splitter by our house. They said they contacted the other people on the same line as us and no one else appears to be having any problems. Where that tap close up picture was taken is where they tested and go a good connection. Could you have a good connection there but have problems transmitting it farther then that? What could cause that? from that tap i believe its one solid line all the way to our house, so they replaced that but were still having problems. 

 

Any ideas?



#8 CaveDweller2

CaveDweller2

  • Members
  • 2,629 posts
  • OFFLINE
  •  
  • Gender:Male
  • Local time:07:57 AM

Posted 22 September 2014 - 08:38 PM

From the pictures it looks like one solid line to the splitter on your house. If you plugged into the line before the splitter that is still their issue and I'd keep calling them.

 

Be nice, I know it's frustrating but when the person answers the phone give them the info. Explain what is going on and what the company has already done, but be nice. I say be nice because I have been the person on the other end and if you're an A-hole they will be less likely to do all they can. Ask to speak to the next level of tech. Yes you'll have to explain it all again but make them understand that you've plugged their equipment into the line before the splitter on your house and the issue is still there.

 

It sounds like they need to add another signal booster closer to your house. But that is a guess.


Hope this helps thumbup.gif

Associate in Applied Science - Network Systems Management - Trident Technical College





0 user(s) are reading this topic

0 members, 0 guests, 0 anonymous users