OT: OPEN LETTER TO @HOME / COMCAST -1 reply

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{COS}CoffinDancer

Pro-Filer thinks I'm cool!!

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9th April 2000

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#1 18 years ago

when i first got my @home connection some time early in April of this year, the connection itself was as solid as a rock, with virtually no outages. Since that time, beginning with your introduction of the "Home 2000" upgrade, service has continued to deteriorate faster than the speed of light. but you have managed to outdo yourself recently. Starting on the 14th of July, i have lost conenction with game servers, OutHouse Express mail service, and my internet browser at least 15 times, and have stopped counting. when i have been connected and playing on game servers, i've encountered a problem with wildly fluctuating "pings" to game servers constantly. normally pinging in the 67 - 220 (worst case scenario) range, i have had to suffer with pings in the are of 350 - 400+ range on a consistent basis. the second time i was able to get through to what you call your "tier 2" support, they noticed a problem with "hops" which seemed to be emanating from your Oaks facility. this problem was given the designation of problem reference number SUV 00062465. the tier 2 support person with whom i spoke at 1:30 in the morning of 07/21 said that they were aware of the problem, and had started to receive numerous calls about it from customers. he then suggested that i call back now and then later in the day to find out about the resolution of the problem. at 5:30 p.m. of the same day, when i reached tech support, i was informed that according to the ticket he was viewing, nothing had been reported as having been resolved at all. i sit here at 7:00 p.m. on 07/22, and once again i have lost any ability to access my internet browser or my mail function. at this point, i can't help but think that you have become as completely and totally unreliable as AOL was when i finally made the decision that i had to have a better internet connection. if you add to this the fact that you have an uplink limitation of 128kps, i am really getting disgusted with @home. and, of course, when i try again to reach tech support, i have to suffer the indignity of a pre-recorded message imforming me that "@home provides the best internet service in the Delaware Valley". this just adds insult to injury... i just can't believe how good you were three months ago, and how terrible you've become since then. if someone doesn't address this problem shortly, i will be forced to start looking into the availability of getting DSL in my area. i don't really want to have to go through the aggravation of switching services again, but your service has now become unacceptable!! Thanks for your time, Ken Carroll

FLASH UPDATE: 07/29/00 my email account went down last night around 11:00 p.m. - as of 8:30 this morning, i am still unable to connect, being hit with an error message rejecting my password. i believe that at this point my prior analogy comparing the @home service with the unreliability of AOL has now been borne out. and, once again, it is impossible to reach anyone in tech support about the issue. allow me to reiterate: i just CANNOT believe that your service, which before the Home 2000 launch, was so EXCELLENT, has become as poor as it now is. Instead of improving, it continues to degrade... i really am sorry about this - when i first got the service, i was so happy i couldn't believe it! how could things have POSSIBLY gotten so bad???

some of the lyrics from the Soprano's theme song come to mind: "woke up this morning, and i got myself a gun"....




{COS}PotLuck

Pro-Filer thinks I'm cool!!

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15th April 2000

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#2 18 years ago

I've been thinking about another broadband service myself. The 128K uplink isn't all that great for hosting to say the least. Even hosting a 1vs1 the other guy's ping is like a roller coaster creating havoc with aiming and leading. Not too cool that!




optic_freeze

I'm too cool to Post

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29th July 2000

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#3 18 years ago

just a silly question, but have you gone to their homepage to see if they posted a planned outtage or trouble report?

phil www.opticfreeze.com




{COS}CoffinDancer

Pro-Filer thinks I'm cool!!

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9th April 2000

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#4 18 years ago

this outage was NOT planned. when i call and get the pre-recorded message " as of friday the 28th at 10 pm..." i already know better. the mail's back up now, after 12 hours, and the ping problem seemed ok last night, but when i think that i'm paying $53 a month for this kind of instability - on a par with AOL, as i stated - i can no longer justify the cost vs result scenario. i'm curious to see if they even bother to reply to the letter i sent them about their service degradation in the three months since they lauched the Home 2000 service. and my clan brother PotLuck's suggestion of uninstalling all their software would work, but once again, for that amount of money a month, i shouldn't even have to think about something like that.




Guest

I didn't make it!

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#5 18 years ago

Wow!! This sounds like... umm... something I'm going through!

Same exact thing, bro. For the past four weeks now, I've been kicked off at night and unable to get back on for hours..

I am being forced to use NetZero for the past few days because my cable is down.

Fucking $40 a month and I have to put up with this crap.




{COS}CoffinDancer

Pro-Filer thinks I'm cool!!

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9th April 2000

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#6 18 years ago

sorry to hear that, FM... they still haven't responded to my email yet... lol!!!




Moose

Revenge was here.

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6th May 2000

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#7 18 years ago

I use @home too via Charter Communications. I live in Rochester, Minnesota and have not had any problems yet. Only 2 outages that lasted for 1-3 hours since Feb. I only wish I could get a higher upload than 128k! It really blows! 256k would be cool! I think I will have that around December when I start working for IBM full time after graduation.

------------------ moose.gifMy Unreal Tournament ngWorldStats My Unreal Tournament Website The Gate Home Page




Dolby109

I take what n0e says way too seriously

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14th May 2000

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#8 18 years ago

Oh! Your only on 128k upload? That explains why FTP slows down sometimes. Still, its nothing you should complain about! I am stuck on 56k down and up! *kack*

------------------ DolbySig2.gifDolby109: your friendly neighborhood Spidey.




Guest

I didn't make it!

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#9 18 years ago

Well being as I live near CD, this sounds like it started around the time that Suburban Cable turned into Comcast....... I heard nothing but good things about @home when it was controlled by Suburban, but since it went to Comcast mad.gif

Squeaky's had major problems too, as you probably have heard..




simion_levi

NXSecure Lynch Mob Boss

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7th June 2000

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#10 18 years ago

hehe, my ol' reliable 56K is actually GOOD for something. biggrin.gif I take it this @Home have just grabbed loads more subscribers than they can handle?? Think Ntl in the UK have done the same recently, every cablemodem in the area gets dropped almost daily at the moment. Rise up against Cable and go for DSL then!! Im gonna skip cable altogether, too much crap going round about the (lack) of quality...




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