Soo… I put in another call to Chart’s customer service last night after my internet connection dropped out for a good 20 minutes.
The phone support is pretty much worthless. They can tell you how to hook up your system, that’s it. They’re not good for anything else. Shocking.
So, the tech comes out today. Same one as last time. He does a few tests and relays that the my signal isn’t great. It’s functional, just not great. He also notes that the readings seem a bit erratic. He then uses my computer to check their central system which records signal strength over a period of time. It looks like it samples about every 5-6 hours.
Guess what? Their system has been recording for God knows how long that my connection’s signal level drops off far enough to render the connection unusable!
Wow. No shit? You’d think that when somebody calls up and says that their connection is dropping out at random times that they’d check this system.
Guess not.
So, I moved the modem back one “hop” on the physical cable network as per his suggestion.
Still fell off within a couple of hours.
Time to call AT&T.
Charter support and techs are a bunch of assclowns and idiots that don’t know shit about the network. You have to prove the problem to them AND provide the explanation of what is wrong in order for them to fix it.
Do yourself a favor and go with a different provider if you can. I never had problems with Comcast techs if you can get it.
Also if you still feel like fudging with it, take the laptop and cable modem outside and plug it in at the CPE junction box. Do a search on your cable modem type for signal strength admin interface. Most of the cable modems have web based signal meters inside that you can read these days. I know the linksys units do for sure. Go to 192.168.100.1 (not though a router, pc directly into cable modem so you have public ip address) in a browser and see if you get an admin interface from the modem, that is most common. Make a log over a couple hours of the frequency of the problem and the signal strength when the dropoff happens. Call and demand to be sent a different field tech and upon his arrival meet him outside with the results. It’s fucking pathetic, but you have to do their job for them with the idiots they hire.
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