Question for IT/Internet guys

[westtexducks]

Everyday for the past 3 weeks and clear all the way back into first part of December my internet goes down around 2 pm and then kicks back on about an hour later or around 3 pm give or take 15 minutes or so. Technician is coming out for the 3rd time tomorrow and if he doesn't fix it going to drop Suddenlink and switch to somebody, not sure who but somebody. This is in Lubbock and provider is Suddenlink.

So my question is do any of you guys no what may be causing this issue, and who are some good providers in the Lubbock area if they can't get it fixed?

[hopedale]

Are you on wireless when it goes down or is your computer connected to your cable modem?

And do you know if anyone else in your area is having the same issue?

Also, if its the 3rd time coming out, what have they stated is the issue?

[Matt_C]

Are you on DSL? if so make sure the modem is the latest and greatest. The once a day around the same time may be heat related from the modem.

[lglidewell]

Does Lubbock have a LTE provider like AT&T and Verizon? If so, drop that suddenlink crap and get a mifi. You can take it practically anywhere. My kids are on youtube/internet nonstop streaming cartoons and movies via wireless to 2 ipads. Only in really bad weather does it not do very good.

[westtexducks]

Just now remembered to check this thread.

No it is not the modem it is something down the line from me that is causing it. They have tested all my equipment while it is down and it is all functioning properly plus the modem was bought in November so brand spanking new. They don't know what the issue is all they can tell me is that it is something outside my apartment causing it.

I believe it is DSL.

I will have to check out that mifi or AT&T or something this is just plain ridiculous.

[denowt]

Everyday for the past 3 weeks and clear all the way back into first part of December my internet goes down around 2 pm and then kicks back on about an hour later or around 3 pm give or take 15 minutes or so. Technician is coming out for the 3rd time tomorrow and if he doesn't fix it going to drop Suddenlink and switch to somebody, not sure who but somebody. This is in Lubbock and provider is Suddenlink.

So my question is do any of you guys no what may be causing this issue, and who are some good providers in the Lubbock area if they can't get it fixed?

I'm a system tech(main line tech) for Time Warner.
It could be any one of a dozen or so different things that could be causing your problem.
Intermittent issues like that are the hardest problems to find and fix, mainly because they are intermittent and often don't stay bad long enough to track it down easily. You can't fix something that isn't broke when you're working on it.
That being said, they should've been able to make more progress than that in 3 weeks.
I've sat in my truck, monitoring equipment, meters, and signal levels for hours at a time, for several days or even weeks trying to catch, diagnose, and fix an intermittent problem.
The guys at Suddenlink should do the same if necessary.
If it happens at a regular time every day as you say, it should be somewhat easy to figure out for a decent tech.
It can be frustrating for you as the customer, but call in every day until they get the problem fixed. Keep escalating the call to the supervisor and his supervisor if necessary.
Be courteous, but be persistant.
I fix all problems I encounter, no matter how long or what it takes, but the "nice" customers usually get fixed a little faster, if you know what I mean.

[dustoffer]

I am on roadrunner internet and was having a similar problem--only at 6 PM. Finally got a tech out after 2 dummies who diagnosed it and replaced the old modem and set us up with a wireless router in-house network. No problems since then.

[westtexducks]

I'm a system tech(main line tech) for Time Warner.
It could be any one of a dozen or so different things that could be causing your problem.
Intermittent issues like that are the hardest problems to find and fix, mainly because they are intermittent and often don't stay bad long enough to track it down easily. You can't fix something that isn't broke when you're working on it.
That being said, they should've been able to make more progress than that in 3 weeks.
I've sat in my truck, monitoring equipment, meters, and signal levels for hours at a time, for several days or even weeks trying to catch, diagnose, and fix an intermittent problem.
The guys at Suddenlink should do the same if necessary.
If it happens at a regular time every day as you say, it should be somewhat easy to figure out for a decent tech.
It can be frustrating for you as the customer, but call in every day until they get the problem fixed. Keep escalating the call to the supervisor and his supervisor if necessary.
Be courteous, but be persistant.
I fix all problems I encounter, no matter how long or what it takes, but the "nice" customers usually get fixed a little faster, if you know what I mean.

Well that is part of the issue I know it is going out at 1:30 2 o'clock but they only schedule a 2 hour window and they are telling me they can't stay if GE shows up at 12 and it isn't out. In my eyes you schedule a 2 hour window he is going to stay full 2 hours but they don't see it that way. I am about sick of the **** poor customer service.

[SmTx]

Sounds like between 2 and 3 it's nap time

It costs a whole lot of money to keep sending those techs out. Find out if they have a chronic dispatch department to further investigate your issue. The ISP does not want to keep spending money not fixing your issue.

[westtexducks]

Sounds like between 2 and 3 it's nap time

It costs a whole lot of money to keep sending those techs out. Find out if they have a chronic dispatch department to further investigate your issue. The ISP does not want to keep spending money not fixing your issue.

Oh yeah it has been but when your in the middle of reading, studying or cruising tbh it is annoying as all get out for it to shut down for an hour.

[Stan R]

When I first got u verse 7 years ago I was on first name basis with the tech's and area manager. I did not call support I called them direct. They finally replaced some switch somewhere down the line.

[denowt]

Well that is part of the issue I know it is going out at 1:30 2 o'clock but they only schedule a 2 hour window and they are telling me they can't stay if GE shows up at 12 and it isn't out. In my eyes you schedule a 2 hour window he is going to stay full 2 hours but they don't see it that way. I am about sick of the **** poor customer service.

I'm not sure how sudden link does it, but we have an intermittent problem policy where the customer's phone number and account are tagged in the system. When they call in, they are routed directly to the TOC(technical operations center) instead of going through normal customer care channels, then they are routed out to system techs as outages and we roll on them immediately.
I would think sudden link would have a similar procedure for intermittent problems.
Either way, keep calling, even if it starts as the guy is driving away.
Make sure they document your acct each time and politely demand credit EVERY time you call in.

[TimH]

That doesn't sound too random or intermittent to me if it's happening around the same time every day and for about the same duration. Plus, you're in an apartment with lots of other people around.

When you've talked to tech support, are they able to fully comunicate with your router during the outage? Have you asked them to check and make sure they aren't running some sort of intrusive test of some kind at that time? During this time, do you lose WIFI connectivity and if not, can you login to your router and see if any suspicious devices are connected? I think I would be attacking the problem from this angle first and at the very least, I would be increasing the security encryption and changing the password to something more complicated. While you're in there, update the firmware and software on the device to the latest versions as well.

[systemnt]

Its suddenlink.
We are staying at in-laws place while new house is built.. they have suddenlink... it does it there as well..
I've called on it.. its not the local equipment and I can almost time it to the minute when it drops..
Had a very similiar issue with parents in college station.. they ended up dropping it and going with another provider.
Worst cable/internet provider ive ever dealt with.

[Playa]

westtex- might look into NTS or ATT Uverse, both of them have fiber to certain parts of town.


Anything you have is better than what I get outside of town. I'm on Rino (formerly ERF wireless) and its the pits. But marginally better than WIndstream