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Originally Posted by Fawkes
I've been getting inconsistent speeds and packet loss for weeks. Tech support blame my firewall/router/every other piece of kit thatâ₠¬Ã¢â€žÂ¢s mine and not theirs.
Code:
2nd 512K took 937 ms = 546.4 KB/sec, approx 4502 Kbps, 4.4 Mbps
3rd 512K took 2203 ms = 232.4 KB/sec, approx 1915 Kbps, 1.87 Mbps
Ping statistics for 212.58.224.131:
Packets: Sent = 22, Received = 15, Lost = 7 (31% loss),
Approximate round trip times in milli-seconds:
Minimum = 17ms, Maximum = 29ms, Average = 21ms
I too have been thinking about downgrading to 2MB but judging by your experience I would be wasting my time. |
I suppose it's a bit optimistic of me to imagine they've offered you an engineer for what looks clearly like a signal / modem fault?
Slow speeds are, as you probably know, being caused by the packet loss.
Dunno how you connect to the net but would be interesting to see your signal levels. Tech support should be able to see this, though whether they a) check and b) have any idea what they're looking at in between blaming your installation of Windows, Spyware, Malware, Viruses, your network card, the network cable, your firewall, your antivirus, your browser, etc is different.
Bet they'd have less trouble if they paid staff 50% more, had 1/3rd less staff but actually properly selected people so that they were hiring technical people for the technical role rather than paying call centre people to play at being technical. I'm sure 18k a year would get competent helpdesk people and treating them like professionals not human conveyor belts would I'm sure massively increase the rate of calls closed first time, the repeated call volume, and in turn the satisfaction rate.
*wonders what % of calls to bb tech support are 2nd+ calls to either chase up or because nothing has been done or problem poorly teched, and what % of calls could be closed within the magical 10 minutes if people knew what they were doing and actually had an interest in it.