We have been in contact with them and are unable to find an issue with the connection. We provide a connection to a customers premise and they are free to use it as they see fit. Today the wireless environment as well as the number of devices at a particular...
location can quickly cause issues including interference from external sources, wireless conflicts with devices internally, bandwidth consumption by devices automatically upgrading or phoning home, and multiple users attempting to use resources in excess of availability. We troubleshoot using a wired device bypassing the router to insure that we are delivering the correct product and then attempt to offer advice about various components that a customer may be attempting to use. Often we are forced to refer a customer to other resources, manufacturer, etc for equipment we are not familiar with. This particular customer was on a C30 plan that does not support streaming, he upgraded to a plan that will support it and the connection checks fine each time that we check it. We do not support wireless connections / devices deployed at a location. The notes indicate that we offered to lower them back to the original plan even though we upgraded the connection equipment. Notes from this account read “JDR-4/25/16-1200- I told him that the engineers did not see anything wrong and suggested some tips for troubleshooting because we are not able to find anything wrong with the internet connection. He said that he has already done everything that I suggested so I told him that may be advantages to go back down to the C30. He asked to s/w Hayley so I sent him back to her ext. [redacted]4/25/16-1124- [redacted] 04222016-160[redacted] 04/22/16 = sr I don’t see anything wrong with connection he can go back to c 30 if he would like sd should be working fee not 4/22/2016 - 14:19 - [redacted] Customer is trying to stream SD videos at night and can not. he upgraded to the C40 for this specific reason. He needs to know if this is the best we can provide at night if so he would like to go back down to the C30. [redacted] put him on cacti and doesn’t see any problems with the connection. [redacted] reopened ticket... [redacted] called complaining he had trouble streaming last night and got 1.5Mbps down on speed test plugged into POE directly like [redacted] showed him. There was no problem when he checked before work but was calling from work. He texted his wife who ran a test and got 12Mbps down while I was on the phone with him. He is going to keep us posted. 68:72:51:36:AB:22 Lambert, Josh -65 / -91 2.3 miles (3.8 km) 130 / 104 99 16:47:55 10.233.26.58 Test Results RX: 8.32 Mbps TX: 47.72 Mbps Total: 56.04 Mbps Form Submited: 2016-04-12 15:26:09 Customer InfoTech[redacted] Account Name: [redacted] Customer Type: Wireless Provider: [redacted] Wireless InfoSSID: BH-Twr2-E5M Radio MAC: 68:72:51:36:AB:22 Radio IP: 10.233.26.58 LAN IP: -64 Upload Speed: 3.5 Download Speed: 11 IPS Package: Plus Item: Service Call Quantity: 1 Arival Time: 245 Departure Time: 345 Comments: Raised radio up on pole. Trees. Much better signal. No charge per Plus IPS. Billing Cnet for service call and for pole and parts. Everything working fine. Account is groomed. -64 signal. 04112016-1616-jlr reminder call sw [redacted]
* JDR-4/4/16-1034- Called in to reschedule because he will be out thursday so got him back on the 12th PM 3/30/2016 - 16:34 - AMM their signal has gone from a -67 to a -74 setup service call to check alignment. scheduled service call for 4/7/2016 - AM / lunch time 03302016-1012-jlr - 2/3rds of clients on ap show same uptime as thiers, others show 3 days 11:06:09 68:72:51:36:AB:22 Lambert, Josh -74 / -92 2.4 miles (3.9 km) 78 / 52 98 1 day 13:32:45 10.233.26.58 Test Results RX: 0.52 Mbps TX: 22.52 Mbps Total: 23.04 Mbps 03.29.16 12:30 CST (Josh) reports that speed drops to 1Mb or less in the evening Testr from AP now shows 45x3 –lds” Please let me know if you have any questions. Thank You, [redacted]
We have been in contact with them and are unable to find an issue with the connection. We provide a connection to a customers premise and they are free to use it as they see fit. Today the wireless environment as well as the number of devices at a particular...
location can quickly cause issues including interference from external sources, wireless conflicts with devices internally, bandwidth consumption by devices automatically upgrading or phoning home, and multiple users attempting to use resources in excess of availability. We troubleshoot using a wired device bypassing the router to insure that we are delivering the correct product and then attempt to offer advice about various components that a customer may be attempting to use. Often we are forced to refer a customer to other resources, manufacturer, etc for equipment we are not familiar with. This particular customer was on a C30 plan that does not support streaming, he upgraded to a plan that will support it and the connection checks fine each time that we check it. We do not support wireless connections / devices deployed at a location. The notes indicate that we offered to lower them back to the original plan even though we upgraded the connection equipment. Notes from this account read “JDR-4/25/16-1200- I told him that the engineers did not see anything wrong and suggested some tips for troubleshooting because we are not able to find anything wrong with the internet connection. He said that he has already done everything that I suggested so I told him that may be advantages to go back down to the C30. He asked to s/w Hayley so I sent him back to her ext. [redacted]4/25/16-1124- [redacted] 04222016-160[redacted] 04/22/16 = sr I don’t see anything wrong with connection he can go back to c 30 if he would like sd should be working fee not 4/22/2016 - 14:19 - [redacted] Customer is trying to stream SD videos at night and can not. he upgraded to the C40 for this specific reason. He needs to know if this is the best we can provide at night if so he would like to go back down to the C30. [redacted] put him on cacti and doesn’t see any problems with the connection. [redacted] reopened ticket... [redacted] called complaining he had trouble streaming last night and got 1.5Mbps down on speed test plugged into POE directly like [redacted] showed him. There was no problem when he checked before work but was calling from work. He texted his wife who ran a test and got 12Mbps down while I was on the phone with him. He is going to keep us posted. 68:72:51:36:AB:22 Lambert, Josh -65 / -91 2.3 miles (3.8 km) 130 / 104 99 16:47:55 10.233.26.58 Test Results RX: 8.32 Mbps TX: 47.72 Mbps Total: 56.04 Mbps Form Submited: 2016-04-12 15:26:09 Customer InfoTech[redacted] Account Name: [redacted] Customer Type: Wireless Provider: [redacted] Wireless InfoSSID: BH-Twr2-E5M Radio MAC: 68:72:51:36:AB:22 Radio IP: 10.233.26.58 LAN IP: -64 Upload Speed: 3.5 Download Speed: 11 IPS Package: Plus Item: Service Call Quantity: 1 Arival Time: 245 Departure Time: 345 Comments: Raised radio up on pole. Trees. Much better signal. No charge per Plus IPS. Billing Cnet for service call and for pole and parts. Everything working fine. Account is groomed. -64 signal. 04112016-1616-jlr reminder call sw [redacted]
* JDR-4/4/16-1034- Called in to reschedule because he will be out thursday so got him back on the 12th PM 3/30/2016 - 16:34 - AMM their signal has gone from a -67 to a -74 setup service call to check alignment. scheduled service call for 4/7/2016 - AM / lunch time 03302016-1012-jlr - 2/3rds of clients on ap show same uptime as thiers, others show 3 days 11:06:09 68:72:51:36:AB:22 Lambert, Josh -74 / -92 2.4 miles (3.9 km) 78 / 52 98 1 day 13:32:45 10.233.26.58 Test Results RX: 0.52 Mbps TX: 22.52 Mbps Total: 23.04 Mbps 03.29.16 12:30 CST (Josh) reports that speed drops to 1Mb or less in the evening Testr from AP now shows 45x3 –lds” Please let me know if you have any questions. Thank You, [redacted]