Sick of this run around
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davidcb13 @ 23rd Oct 02:29PM:
Sick of this run around

So for around 2 months I have been having some serious speed issues in the 08901 my download speeds are always under 1 megabit bit...not bytes.... Cablevision was made aware of this problem weeks and weeks ago, and each and every tech that came out told me the same thing that the node outside needed to be split it was overloaded, so apparently though I can not be sure a work order was put in to do this work over a month ago...now everytime i call, Ive called probably 10 times now the answer i get is give it a week it should be done within a weeks time, but no one can give me any farther details or and set date. Im getting sick of this work around by these techs...

.so my question is does anyone have a phone number possibly of corporate or a higher level tech or of the engineering division of cablevision so I can get some idea of whats going on,....if anything at all
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MxxCon @ 23rd Oct 02:39PM:
Re: Sick of this run around

»Re: [iO] How do I make a complaint to Cablevision Corp office?
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davidcb13 @ 23rd Oct 02:49PM:
Re: Sick of this run around

Is the CEO really the right person to complain to tho? I feel like my message will likley go right to the trash can if I try to contact him.
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anon @ 23rd Oct 02:52PM:
Re: Sick of this run around

Call their billing Dept and demand Credit untill problem is resolved...
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jefe @ 23rd Oct 02:59PM:
Re: Sick of this run around

Have you tried the OOL Direct Forum? The techs there seem to have a pretty good record of fixing problems, or escalating an issue to someone who can fix it.
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MxxCon @ 23rd Oct 03:11PM:
Re: Sick of this run around

if you are truly sick of this run around, do EECB
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davidcb13 @ 23rd Oct 03:13PM:
Re: Sick of this run around

I did post in the direct forum and was again told that they dont have a timeframe for compleation. I cant just continue paying 50 dollars for an internet connection which is consistantly below 600 kbps without a time frame for when I can expect better speeds.
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NYDude25 @ 23rd Oct 03:34PM:
Re: Sick of this run around

said by davidcb13 :

I did post in the direct forum and was again told that they dont have a timeframe for compleation. I cant just continue paying 50 dollars for an internet connection which is consistantly below 600 kbps without a time frame for when I can expect better speeds.
Totally agree. You should cancel your service today.
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davidcb13 @ 23rd Oct 05:41PM:
Re: Sick of this run around

I sent an email to the COO he said hed have someone get in contact with me...we will see
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MxxCon @ 23rd Oct 08:37PM:
Re: Sick of this run around

post your story to consumerist.com for extra public exposure and pressure to make things right.
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Tradewind @ 23rd Oct 08:44PM:
Re: Sick of this run around

Get in touch with Corporate Escalation:

516-803-0844

The man in charge is Michael Muro. You'll probably get his voice mail but he always called me back.

I last called Michael about 6 months ago so I hope what I've given is still valid.
--
 
Trying is the first step towards failure.
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jaa @ 23rd Oct 09:01PM:
Re: Sick of this run around

said by davidcb13 :

.so my question is does anyone have a phone number
1-800-VER-IZON.
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NOTHING justifies terrorism. We don't negotiate with terrorists. Those that support terrorists are terrorists.
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anon @ 24th Oct 01:32PM:
Re: Sick of this run around

The techs are all going to your house and laughing behind your back. All they have to do is personally switch the switch and everything will be working great. As a matter of fact... when they leave your house they call each other and meet at Tido's for some hot dogs and all have a chuckle about your problem knowing that it's an easy fix and they could just take care of you but they just don't want to.

or... maybe they are just as frustrated as you and EVERY time they go to your house they flip out on their bosses wondering the same thing you are... when will whatever needs to be done get taken care of? AND after they leave your house they go to the next guys house with the same problem and have to hear him yell and scream , knowing that unfortunately there is nothing they could do personally. Everything requires procedures, sometimes you can't just flick a switch.

If you keep calling customer service they are going to run you through their procedures then book you a trouble call as if you are starting over from the beginning. It's obvious you are past this point.

I will guarantee you that you e-mail to corporate will not be thrown in the trash. Contrary to what many people seem to think Cablevision takes complaints very seriously.
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davidcb13 @ 24th Oct 03:56PM:
Re: Sick of this run around

Update: I guess its all about talking to the right people to get stuff done, after emailing the COO yesterday afternoon I got a call this morning from the head of the the area I live in, and there are currently 3 optimum trucks outside my house, still no improvment yet but at least Im finally being taken seriously
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anon @ 24th Oct 05:02PM:
Re: Sick of this run around

What I would want to know is...

If it is truly a node split that is neaded why are there guys at your house AGAIN?

A node split is not done infront of your house.
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anon @ 24th Oct 05:38PM:
Re: Sick of this run around

Ah may he is right off the node and they are putting up a segmentable node and preping everything for a split
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davidcb13 @ 24th Oct 05:18PM:
Re: Sick of this run around

They were on the pole not actually at my house, they came at the end just to let me know that they were here type of thing it seemed like they ran a new line and tested signals (again) at my house the head engineer in my area is souppoused to call me on monday for another update of when the real work is going to get donw
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davidcb13 @ 24th Oct 05:18PM:
Re: Sick of this run around

They were on the pole not actually at my house, they came at the end just to let me know that they were here type of thing it seemed like they ran a new line and tested signals (again) at my house the head engineer in my area is souppoused to call me on monday for another update of when the real work is going to get done
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anon @ 25th Oct 10:37PM:
Re: Sick of this run around

said by davidcb13 :

They were on the pole not actually at my house, they came at the end just to let me know that they were here type of thing it seemed like they ran a new line and tested signals (again) at my house the head engineer in my area is souppoused to call me on monday for another update of when the real work is going to get donw
Is that what they said? The "head engineer" was going to call you?
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davidcb13 @ 29th Oct 12:02PM:
Re: Sick of this run around

Final update, well after contacting the COO stuff actually got done, 2 trucks rolled up across the street about an hour and a half ago, and now my speeds are up to what I am actually paying for got 13500kbps quite the upgrade as compared to the 700 I was getting before.

Last Result:
Download Speed: 14125 kbps (1765.6 KB/sec transfer rate)
Upload Speed: 2037 kbps (254.6 KB/sec transfer rate)

edit again....Turns out they didnt actually fix the problem yet, they simply assigned my modem to ultra speeds so I can get closer to what I should be getting... Node split is still souppoused to be done in this infamous "next week" time frame
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anon @ 29th Oct 09:58PM:
Re: Sick of this run around

said by davidcb13 :

Final update, well after contacting the COO stuff actually got done, 2 trucks rolled up across the street about an hour and a half ago, and now my speeds are up to what I am actually paying for got 13500kbps quite the upgrade as compared to the 700 I was getting before.

Last Result:
Download Speed: 14125 kbps (1765.6 KB/sec transfer rate)
Upload Speed: 2037 kbps (254.6 KB/sec transfer rate)

edit again....Turns out they didnt actually fix the problem yet, they simply assigned my modem to ultra speeds so I can get closer to what I should be getting... Node split is still souppoused to be done in this infamous "next week" time frame
Ultra speeds without swapping your modem???
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Thinkdiff @ 29th Oct 10:33PM:
Re: Sick of this run around

said by really :

said by davidcb13 :

Final update, well after contacting the COO stuff actually got done, 2 trucks rolled up across the street about an hour and a half ago, and now my speeds are up to what I am actually paying for got 13500kbps quite the upgrade as compared to the 700 I was getting before.

Last Result:
Download Speed: 14125 kbps (1765.6 KB/sec transfer rate)
Upload Speed: 2037 kbps (254.6 KB/sec transfer rate)

edit again....Turns out they didnt actually fix the problem yet, they simply assigned my modem to ultra speeds so I can get closer to what I should be getting... Node split is still souppoused to be done in this infamous "next week" time frame
Ultra speeds without swapping your modem???
I think he means the ultra frequency. Make sense. If there aren't any/many ultra users on a node, why leave that frequency go unused. Put somebody on there.
--
University of Southern California - Class of 2010. Fight On!
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anon @ 29th Oct 11:00PM:
Re: Sick of this run around

said by Thinkdiff I think he means the ultra frequency. Make sense. If there aren't any/many ultra users on a node, why leave that frequency go unused. Put somebody on there.
[/BQUOTE :

I don't think they could put someone on the ultra frequency. 615 or 621. I could see them using 609 but even though that's one of the frequencies used by ultra it would be considered the boost frequency.

Also, if that is true why would he get EXACTLY what he should get on regular both up and down. At the very least his upload speed would be higher if he is on the boost frequency.

davidcb13, poll your modem and tell us what frequencies you are on now.
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Thinkdiff @ 29th Oct 11:11PM:
Re: Sick of this run around

said by really :

Also, if that is true why would he get EXACTLY what he should get on regular both up and down. At the very least his upload speed would be higher if he is on the boost frequency.
Why do you say that? Caps are set at the modem level. Doesn't matter what frequency you're on. The modem will limit the total throughput.

That being said, I second the request for a readout from the status page. It'd be interesting to see if you're actually on a different frequency.
--
University of Southern California - Class of 2010. Fight On!
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TheWiseGuy @ 29th Oct 11:21PM:
Re: Sick of this run around

Why do you think an Ultra frequency could not be configured to be an OOL or Boost channel? What do you think the difference is between the Boost or Ultra frequency other than configuration? Why do you think that he would get faster speeds on an Ultra frequency?
--
Warning, If you post nonsense and use misinformation and are here to argue based on those methods, you will be put on ignore.
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davidcb13 @ 30th Oct 02:52PM:
Re: Sick of this run around

I am not currently home but if memory serves me correctly the modem is on the 621 frequency, and yes I did mean ultra frequency not ultra speeds. Ill provide a screenshot of the modem page for any who are interested.
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davidcb13 @ 30th Oct 02:55PM:
Re: Sick of this run around

said by TheWiseGuy :

Why do you think an Ultra frequency could not be configured to be an OOL or Boost channel? What do you think the difference is between the Boost or Ultra frequency other than configuration? Why do you think that he would get faster speeds on an Ultra frequency?
Whatever the reason, I am getting faster speeds, I am a boost customer so I still am only getting about half of what I should be getting on both the upstream and the downstream, it still does slow at times to below the 6 meg mark but its a significant improvment to the .5 megs I was getting before. There were 6 trucks in total on my street all doing work at one point I am assuming the node split should be occuring at some point in the near future at least I hope so. What else would require 6 trucks to do...certainly not needed to simply change the frequency on my modem.
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majortom1029 @ 30th Oct 03:02PM:
Re: Sick of this run around

From my experience the node problems in your area might not even need a node split.

A whole node can go down just because of a bad splitter in somebodies house or a split wire.

Maybe they are using 6 trucks to find the bad equipment?
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davidcb13 @ 30th Oct 05:02PM:
Re: Sick of this run around

I was mistaken its 615
Click for full size
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anon @ 30th Oct 10:00PM:
Re: Sick of this run around

said by davidcb13 :

There were 6 trucks in total on my street all doing work at one point I am assuming the node split should be occuring at some point in the near future at least I hope so. What else would require 6 trucks to do...certainly not needed to simply change the frequency on my modem.
Only 1 truck is needed to split the node ( install the unit ). There might be 2 if it's done overnight.
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davidcb13 @ 31st Oct 10:26AM:
Re: Sick of this run around

Well the node wasnt split, the tech said next week sometime, i dont know what all these trucks were doing
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majortom1029 @ 31st Oct 11:40AM:
Re: Sick of this run around

Could be looking for cable and equipment problems.
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anon @ 31st Oct 12:44PM:
Re: Sick of this run around

said by majortom1029 :

Could be looking for cable and equipment problems.
true...

even if they are already planning on a node split the area still needs to be as "clean" as possible.
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