SG Broadband Community

I am writing you people to let you know that service in the xxxxxx area, zip code xxxxx, specifically in the xxxxxxxxxxx development, is becoming practically useless at times from 1 pm-7 pm. It is right now 4:15 PM, and It's taking a LONG time for a page to load, and 9 times out of 10, i'll get a server time out. The page won't even load. I can't run any program other than my browser which requires a connection to the net, and I can't retrieve email from my Hotmail account using Outlook Express 5. I can't even send email from the web based version of hotmail, as I keep getting server timeouts when i press the send button.

I'm letting you people there know that this is getting ridiculous, I imagine there's more and more people in this specific are where I live coming onto the service, and I imagine the node you have us all on, in turn, is possibly getting ovverun. I think you people either need to add some more nodes, do some maintenance on your existing nodes, or something, because I'm not putting up with this service much longer, this is the kind of crap I expect from dial up AOL, not a cable connection.

I also want to bring up the fact that I mailed you people a few weeks ago about how my ping times to my gateway were absolutely pathetic. You then mailed me back saying there was nothing wrong, in which I mailed back stating you were full of it, and to clean your glasses, soto speak. You then sent another email back, of which i have cut and pasted in its entirety here for you to read...

"""Customer,

Thank you for letting us know that you are experiencing difficulty. A quick check of your call logs indicated that you have contacted the technical assistance center about this problem. We are not sure why we thought those ping times were acceptable and apologize for the misinformation.

If you have any further questions or concerns about your service, you can find the answers to many questions on our FAQ page at http://powerlink.adelphia.net. You can also contact our technical assistance center via email at support@adelphia.net, call us at 1-888-551-5465, or contact us via the E-Support Assistant (for a demo click on this link http://powerlink.adelphia.net/esupport/index.html). If you are sending an inquiry via email, please include your name, telephone number, account number, email address and a detailed description of the problem so that we can provide the best possible service as promptly as possible. Please keep a copy of this message for future reference in case you encounter any difficulties.

Thank you for using Power Link.

Adelphia Power Link Technical Support http://powerlink.adelphia.net

----- Original Message -----

Sender : xxxxxxxxxx
Tracking Number : T200101150049Z313639
Pool : Power Link Technical Support
Sent to : <support@adelphia.net>
Date : 1/15/01 2:58 AM

--------------------------------------------------------------------------------

There is absolutely no way that those ping times are acceptable. I've held off replying to this leter for a while so I can dig up some info on what some decent ping times to my gateway on a cable connection should be. Most of my time has been spent researching at www.speedguide.net , a haven for broadband users to communicate. I want to point you in the direction of a thread there where people are comparing their ping times: http://www.speedguide.net/ubb/Forum2/HTML/010528.html
I have read in numerous places around the net, and in this very thread as a matter of fact, that if you are on cable and get a ping time of anything over 10 ms to your gateway, you have problems. So please give me the low down on what the deal is with these pings, now that I know they're definately not good.
----- Original Message -----
From: support@adelphia.net
To: xxxxxxxxxx
Sent: Sunday, December 10, 2000 12:50 AM
Subject: Re: CIR#743614 [T20001208014G]


Customer,

The pings and traceroutes you sent us looked fine. Are you having slow internet speeds as well as when using your games, or is this only a problem when playing games? Usually high ping numbers are a sign of slow speeds, otherwise this shouldn't be a problem.

If you have any further questions or concerns about your service, you can find the answers to many questions on our FAQ page at http://powerlink.adelphia.net. You can also contact our technical assistance center via email at support@adelphia.net, call us at 1-888-551-5465, or contact us via the E-Support Assistant (for a demo click on this link http://powerlink.adelphia.net/esupport/index.html). If you are sending an inquiry via email, please include your name, telephone number, account number, email address and a detailed description of the problem so that we can provide the best possible service as promptly as possible. Please keep a copy of this message for future reference in case you encounter any difficulties.

Thank you for using Power Link.

Adelphia Power Link Technical Support http://powerlink.adelphia.net

----- Original Message -----

Sender : xxxxxxxx
Tracking Number : T20001208014GZ278518
Pool : Power Link Technical Support
Sent to : <support@adelphia.net>
Date : 12/8/00 6:52 PM

--------------------------------------------------------------------------------

Here's the ping to the IP you needed.


C:\WINDOWS>ping -f -l 1468 xxxxx

Pinging xxxxxxxwith 1468 bytes of data:

Reply from xxxxxxxx: bytes=1468 time=309ms TTL=249
Reply from xxxxxxxx: bytes=1468 time=230ms TTL=249
Reply from xxxxxxxx: bytes=1468 time=285ms TTL=249
Reply from xxxxxxxx: bytes=1468 time=228ms TTL=249

Ping statistics for xxxxxxxx:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 228ms, Maximum = 309ms, Average = 263ms

here's another...

C:\WINDOWS>ping -f -l xxxxxxxx

Pinging xxxxxxxxxwith 56 bytes of data:

Reply from xxxxxxxx: bytes=56 time=213ms TTL=249
Reply from xxxxxxxx: bytes=56 time=296ms TTL=249
Reply from xxxxxxxx: bytes=56 time=285ms TTL=249
Reply from xxxxxxxx: bytes=56 time=283ms TTL=249

Ping statistics for xxxxxxxx:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 213ms, Maximum = 296ms, Average = 269ms


Here's a ping to Epix.net

C:\WINDOWS>ping -f -l 1468 www.epix.net

Pinging residential.epix.net [209.74.39.183] with 1468 bytes of data:

Reply from 209.74.39.183: bytes=1468 time=199ms TTL=241
Reply from 209.74.39.183: bytes=1468 time=275ms TTL=241
Reply from 209.74.39.183: bytes=1468 time=253ms TTL=241
Reply from 209.74.39.183: bytes=1468 time=244ms TTL=241

Ping statistics for 209.74.39.183:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 199ms, Maximum = 275ms, Average = 242ms


And here's ont to Tucows.com

C:\WINDOWS>ping -f -l 1468 www.tucows.com

Pinging www.tucows.com [216.40.32.35] with 1468 bytes of data:

Reply from 216.40.32.35: bytes=1468 time=252ms TTL=242
Reply from 216.40.32.35: bytes=1468 time=259ms TTL=242
Reply from 216.40.32.35: bytes=1468 time=223ms TTL=242
Reply from 216.40.32.35: bytes=1468 time=254ms TTL=242

Ping statistics for 216.40.32.35:
Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 223ms, Maximum = 259ms, Average = 247ms



Here's the tracert to Adelphia....


C:\WINDOWS>tracert www.adelphia.net

Tracing route to www.adelphia.net [xxxxxxxx]
over a maximum of 30 hops:

1 8 ms 8 ms 8 ms 10.24.0.1
2 223 ms 209 ms 231 ms atm0-0-0.84.spr-ftw-atm-1.adelphia.net [xxxxxxxxxxx]
3 192 ms 187 ms 258 ms atm4-0-0.100.bflony-7507-2.adelphia.net [xxxxxxxxxx]
4 214 ms 163 ms 243 ms c4700lwa.buf.adelphia.net [xxxxxxxxxx]
5 252 ms 399 ms 166 ms xxxxxxxx
6 145 ms * 186 ms xxxxxxxx
7 236 ms 185 ms 191 ms www.adelphia.net [xxxxxxxxx]

Trace complete.


And here's the tracert to epix

Tracing route to residential.epix.net [209.74.39.183]
over a maximum of 30 hops:

1 11 ms 7 ms 7 ms 10.24.0.1
2 55 ms 60 ms 55 ms atm0-0-0.84.spr-atl-atm-1.adelphia.net [xxxxxxxxxxx]
3 65 ms 55 ms 54 ms fe6-0-0.spr-atl-pos-1.adelphia.net [xxxxxxxx]

4 67 ms 56 ms 60 ms sl-gw11-atl-1-0.sprintlink.net [144.232.194.145]

5 68 ms 62 ms 56 ms sl-bb21-atl-5-0.sprintlink.net [144.232.12.85]
6 55 ms 57 ms 95 ms sl-bb20-atl-14-0.sprintlink.net [144.232.12.141]

7 82 ms 70 ms 77 ms sl-bb21-rly-14-0.sprintlink.net [144.232.9.197]

8 187 ms 170 ms 194 ms sl-bb20-pen-10-0.sprintlink.net [144.232.9.241]

9 159 ms 231 ms 217 ms sl-bb10-pen-9-0.sprintlink.net [144.232.5.2]
10 * 246 ms 149 ms sl-gw19-pen-0-0-0.sprintlink.net [144.232.5.118]

11 471 ms 233 ms * sl-common-4-0-T3.sprintlink.net [144.228.116.6]

12 246 ms 262 ms 264 ms svcr04-2.epix.net [199.224.88.25]
13 236 ms 232 ms 261 ms CB3500.epix.net [216.37.155.161]
14 185 ms 232 ms 201 ms fw1.epix.net [199.224.88.46]
15 262 ms 248 ms 250 ms residential.epix.net [209.74.39.183]

Trace complete.


Hope you guys can make heads or tails of this and fix this, this is quite bad. """


And that concludes the entire correspondence. it was nice that you people finally realized that there was something wrong, however, I'd like to know what in the world you plan to do about it? Just acknowledging someone has a problem doesnt FIX the problem. I never recieved any sort of follow up email stating what would be done. i'm also EXTREMELY upset at the fact that I contacted you people a few weeks ago saying I would like for someone to come out here to run a direct line from my modem to the actual line instead of being run through a splitter, and guess what I recieved ABSOLUTELY NO RESPONSE.

Heck while I'm at it, I might as well complain that I have also not recieved the Intel web cam which you people said I would recieve in 6-8 weeks. Its way past 2 months people. Where's my web cam?

You people are pushing me closer and closer to filing a complaint against you people for bad business practice. Admit it..You're laxing. Big time. Failure to reply to customer contact? Please. Even AOL can get that done. Let's see, its the beginning of February, I'll be leanient and give you people till the end of the month to correct whatever problems I may be having here to the absolute best of your ability. Yes, that's right, I'm giving YOU a deadline, you're charging me for a service, then wise up and provide service.

ur a bad muh fugga hehe adelphia is one of those isps whos service quality depends on where u live And unfortunatley they dont seem to fix things very fast. but hopefully ur prob gets fixed
good luck

ur a bad muh fugga hehe adelphia is one of those isps whos service quality depends on where u live And unfortunatley they dont seem to fix things very fast. but hopefully ur prob gets fixed
good luck

"We are aware of the problem and are working to resolve it as quickly as possible"

Thank you for chosing Adel'hell'phia Powerlink!

By, I about spit out my coffee at your last statement about the deadline. Adelphia could care less about your complaints, and I'm serious. I went back and forth with them for months. After 6 months of horrid service with no response, I left. I now have 128/128 IDSL and love it. Repeat again now after me!
"We are aware of the problem and are working to resolve it as quickly as possible!"

Dirk

I'm with Adelphia now and I couldn't be happier. But believe me, I know where you are coming from. I spent the first two months on Adelphia's service suffering from the exact same thing you are currently experiencing. Ping times were terrible. The service wasn't any better than 56k. But for the last two months the service has kicked major ass. Hopefully it stays that way. I would've dropped them like a log if it weren't for the free 2 months they gave me and also that Adelphia is the only broadband available in my town. They had me by the balls but at least they came trough in the end.

I hope you can get it straightened out like I did. If not maybe you can try another provider in your area. Good luck