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Ticket: # 1282280 - Extremely Poor Internet ServiceDate: 10/22/2016 7:27:26 PMCity/State/Zip: Shawano, Wisconsin 54166Company Complaining About: Frontier CommunicationsDescriptionFrontier Communications has been delivering unacceptable service to residents in Richmond, WI foryears while continuing to charge high rates for service they cannot provide. The town of Richmondheld a public meeting with one of the Wisconsin representatives of the company last week. However,the representative was reluctant to provide information, was dodging questions, and did not take theconcerns of their customers seriously. Frontier Communications is not providing advertised speedsand is unwilling to expand operations to resolve the issue. They are also unwilling to reduce billamounts.
Ticket: # 1282354 - T-Mobile towersDate: 10/22/2016 9:05:42 PMCity/State/Zip: Atlanta, Georgia 30308Company Complaining About: T MobileDescriptionI find it odd that everywhere I go T-Mobile seems to be working in towers in that area I called tocomplain and they already had their we are working on towers in your area excuse ready but theywere telling me about my address in Atlanta in zip code 30308 because that was on file but what theydidn't know is I was calling from New York zip code 10345 and that's where my issue was but once Itold him where I was well what do you know they are working on towers here too not to mention earlythis summer I was here and had the same issues and was given the same excuse is they are workingon the towers he says there are four towers around me all being worked on at the same time I findthat very odd now I'm here paying them for Internet on my phone and on another device and I havezero internet I am paying for nothing
Ticket: # 1282460 - DSL speed and reliablityDate: 10/23/2016 12:25:01 AMCity/State/Zip: Abita Springs, Louisiana 70420Company Complaining About: AT&TDescriptionFor a number of years I have been paying for a DSL connection from AT&T. At first I paid for a 1.5Mb connection, but the service was slow and unreliable. Several years ago I increased my connectionspeed to a 3.0 Mb rate,provided by AT & T. I have a normal connection speed of 0.20 Mb which is tooslow to open e-mails. AT&T has tried for years, you can check my account's service record withAT&T, but they have never provided a reliable 3.0 Mb connection. At best I might get 2.75 Mb for ashort period, sometimes a day, but under normal conditions my speed averages less than 1.0 Mb andnormally 0.20 Mb. Any help with this problem would be greatly appreciated. I attach a speed test Ihave recorded over the last several days while trying to rectify the issue with AT&T.
Ticket: # 1282466 - Re: Re: FCC complaintDate: 10/23/2016 1:04:17 AMCity/State/Zip: Cedar Hill, Texas 75104Company Complaining About: AT&TDescriptionApparently my complaints keep getting closed by FCC before I get written explaination from ATT.Also. ATT refused to accommodate for my disability during this informal complaint process. I askedfor written explanation to accommodate my dyslexia and processing speed challenges.ATT still didn't give me an written explanation of the continued slow downs and inconsistent speedswhich continue for both DSL and mobile.DSL- They have yet to explain why my neighbors behind us have access to higher speeds (our homewas built 2010 and the neighborhoods behind us were built in 2003 2002). Telecommunicationslines are directly behind my home according to our hoa (documents submitted in previous complaint).The telecommunications lines are right behind my home (according to HOA). When talking with ATTrep Jessie E. stated that he spoke with ATT technician but promised to send a technician to myhome. That was not done. Jessie E with ATT did not provide data nor actual explanation in writingwhy ATT does not offer faster speed for our neighborhood.Yet our neighborhood was the mostcurrent neighborhood built. I have sent information on when our neighborhood was built compared tothe neighborhood directly behind us (documents submitted in other complaints). ATT statements donot make sense. and are inconsistent.Also ATT has not explained the apparent throttling of my mobile phone. (Documents submitted).This is a follow-up to your previous request #1275835 "Re: FCC complaint"
Ticket: # 1282481 - Cox Cable Throttling My Upload SpeedDate: 10/23/2016 2:04:55 AMCity/State/Zip: Omaha, Nebraska 68164Company Complaining About: CoxDescriptionFCC,For the past 5 months I have noticed a horrible difference in my ability to stream to my Twitchchannel. It hasn't been until recently, where it has become unbearable that I have to now really takeaction against this after doing months of research.I've noticed, intermittently my download speed is getting noticably smaller, to the point of where I'msometimes under 1mb/s for my upload speed when I am DEFINITELY paying for more, way morethan that. I am not entirely sure what upload speed I am paying for at the moment as I had it changedabout a year or so ago as well, but it's definitely more around the 7-12mb/s ballpark, I know for a factthat it is supposed to be over 5mb/s because that was what it was at previously until I upgraded mypackage. When I am not using my upload speed(s) at a high degree, my internet connection isgenerally fairly alright. However, the second I try to do any type of activity that uses upload speeds,my speeds drop. Below are screenshots of speedtests I have ran today regarding my issue.Screenshot of test ran before any streaming (b) (6)Screenshot of test during stream (b) (6)Screenshot of test 4-5 minutes after ending stream (b) (6)Screenshot of test about 7-8 after previous test, no stream running(b) (6)Seperate screenshot from a different test while streaming(b) (6)It doesn't seem to happen intermittently, rather it happens whenever I start to do anything demandinglike uploading videos/live-streaming. It also recently started happening as previously (I've lived at thisaddress for over 2 years) I have never once had an issue regarding this, and I've kept my settings thesame for years in my OBS software (streaming software). I cannot even attempt to stream at a bitrateof 1,000 without dropping frames every other second. I have completely reformatted my gaming PCto ensure there was no malware/viruses in the computer and it still will not stream correctly. I livealone and do not share my internet with ANYONE, and I turn it off on my mobile devices prior tostreaming. It is getting rather frustrating as at first I thought it would go away, but five months later ithas yet to leave. It happens at ANY time of the day I attempt to use my upload speeds, I have testedit from the morning, to the afternoon, to the evening, and even at 2-3AM and it still happens. I thentalked to one of my friends who is also a popular (one of the most popular streamers on Twitch.tvactually) who also lives local and is a Cox cable customer and he not only told me he had the SAMEEXACT ISSUE THAT STARTED AT THE SAME EXACT TIME AS ME, but he also sent me a link thathe posted in regarding the issue showing that I'm not alone in having this fight with CoxCommunications. I pay to have a better internet connection than the one I am being provided with.Below is the Reddit thread regarding the issue, you will see over 15 people some of which are someof the highest paid Twitch streamers averaging over 100,000 to stream and they were also affected
the same time, the same way as /cox is throttling customers who stream on twitch/I am not paying for my higher upload speeds to have my upload speeds being "throttled," when it isclear as day that they are. I am paying for a higher upload speed than I am getting, and this issueneeds to be resolved ASAP as the Twitch streaming feature is something that I do gain an incomewith --- Frankly, I've lived long enough putting my max bitrate at 6-800 just to stream while having theWORST quality possible which results in horrid packet loss. I have done all the necessary steps,tests, tracerroutes, and procedures to ensure that the problem is NOT a hardware issue on my end.My PC is built to handle about 10x more CPU processing than I am currently trying to utilize to stream(I only have my stream, and my game open as the only running processes when I stream.) This issueNEEDS TO GET RESOLVED IMMEDIATELY or I will be seeking the proper legal channels as mycontract is not being met by Cox Communications.
Ticket: # 1282489 - Comcast data capsDate: 10/23/2016 3:27:23 AMCity/State/Zip: Portland, Oregon 97005Company Complaining About: ComcastDescriptionComcast is implementing data caps in Portland, OR USA come November. On average myhousehold's data usage is well above the cap on data Comcast has. The cap itself is being marketedon the principle of fairness but that's not the way internet ISP bandwidth works. If I were able to get100mbps down from my connection any time of day this line of reasoning may seem valid.Unfortunately, due to the reality of regional fiber usage this is impossible, as everyone on Comcast'sin my area is using same fiber to connect to the internet. As a taxpayer who helped pay for theinfrastructure that made fiber optic internet connection available in my area, I feel it is an egregiousoverreach for my ISP to charge me for the amount of internet I use. Furthermore, with the pace oftechnology patently on the rise, the 1 terabyte/month data cap comcast offers is utterly pathetic. Withtrue uncompressed high definition footage at around 300 GB/90 mins of footage it would be totallyimpossible to (even now with current tech) watch even a single season of a series uncompressedwith the latest and greatest internet connection available. And let me reiterate, it isn't because the ISPcan't cope with the bandwidth demands, its simply because Comcast wishes to use its monopoly inmy region to charge customers for something which doesn't even have an effect on its infrastructure,which state taxpayers invested in.
Ticket: # 1282568 - Throttling Internet SpeedDate: 10/23/2016 9:48:31 AMCity/State/Zip: Brookville, Ohio 45309Company Complaining About: Time WarnerDescriptionInternet speed is clearly being throttled. Paying for 30mb service, getting approx 1mb to 3mb forweeks now. Not sure why this is considered OK by TWC!
Ticket: # 1282622 - Constant internet problems. Packet loss/speedDate: 10/23/2016 11:45:41 AMCity/State/Zip: Cooper City, Florida 33328Company Complaining About: ComcastDescriptionInternet keeps going down. Packet loss and slow speed. Have had many problems in the past. Theysend out technicians but they don't fix anything.
Ticket: # 1282644 - Cox CommunicationsDate: 10/23/2016 12:16:05 PMCity/State/Zip: Gainesville, Florida 32605Company Complaining About: CoxDescriptionCox Comm. routinely charges full price for service but provides far less than what is paid for. At least30% of the month service is either out or so slow it is not worth using (speed is supposed to be 15Mbps and you get less than 0.5 Mbps). When you contact Cox they will not assist and that is afterwaiting on hold for over an hour.Additionally, Cox issues rate increases with NO notice, the rate just increases on the bill.
Ticket: # 1282684 - Comcast is throttling my speedDate: 10/23/2016 12:54:01 PMCity/State/Zip: San Francisco, California 94115Company Complaining About: ComcastDescriptionComcast has been throttling my internet speed for the last few days without any concrete explanation.They have been blaming my modem for being too old, but their own documentation says that they stillsupport it. Many of my neighbors have been experiencing issues as well.
Ticket: # 1282715 - comcast exfinity throttles my internet speed and has been rippingme offDate: 10/23/2016 1:30:56 PMCity/State/Zip: Chicago, Illinois 60630-2299Company Complaining About: ComcastDescriptioncomcast exfinity internet throttles my internet speed and has been ripping me off as long as ive hadthem!
Ticket: # 1282860 - Speeds for netflix, twitch and zip downloads are throttledDate: 10/23/2016 4:10:29 PMCity/State/Zip: Las Vegas, Nevada 89120Company Complaining About: CoxDescription(b) (6)
Ticket: # 1282917 - Being charged for internet "speed increase" by Comcast but speedhas not increasedDate: 10/23/2016 5:08:32 PMCity/State/Zip: Placitas, New Mexico 87043Company Complaining About: ComcastDescription(The following was also sent to the CEO of Comcast. Anything the FCC can do to help us would bemost appreciated.)I’m hoping you can help fix an ongoing problem that we have with your company’s services andcharges. By the way, this complaint has also been filed with the FCC.In September 2015, I made my annual call to your company to ask about our options and prices forthe upcoming year, for our internet and phone service. I was told the price, which I accepted. Therepresentative ended the conversation by saying “and the good news is that you’ll receive an internetspeed upgrade at no charge to you.” When we received the October 2015 bill, there was a 13monthly charge labeled “Speed increase”. We had not agreed to pay for a speed increase. Iescalated this problem to you twice - first in November 2015 through your normal escalation channelsand then to your corporate offices when the promised action from the first escalation did not happen.After the second escalation, you provided a partial solution, which was a 3 per month credit.In September 2016, I again called to try to find out what the options and costs were for the upcomingyear. The representative I spoke to was quite rude, and apparently did not like my asking questionsto try to understand what the options were. She told me that we could either agree to a speedincrease at a higher price, or we would receive a downgraded internet speed. I told her that we werehappy with our current speed and would like to keep it. She told me that that was not an option. Isn'tthis exactly what Comcast recently paid an FCC fine for - Forcing customers to take on additionalunwanted features and pay extra for them?From October 2015 through September 2016, our monthly bill was approximately 88/month forinternet and phone service. Starting in October 2016, our monthly bill jumped to 102, including a“speed increase” charge of 14/month. Although we again did not ask for or agree to a speedincrease, we are being made to pay even more for it this year than last. But here is the problem – Wewere told by your rep that our internet speed would increase to 150 Mbps from 124 Mbps. Our speedas tested by the Xfinity speed test utility on a PC which is directly connected to the modem/router thatwe’re renting from you for 10/month has not changed – It is still 124 Mbps. It appears that Comcastis charging us for a speed increase that we didn’t want, we don’t need, and that we have not in factreceived.The bottom line is that Comcast makes it exceedingly difficult to figure out what the options are, whatfeatures that includes, and how much it will cost. Even when we are told what features to expect,sometimes we don’t receive them. When we are told how much we will pay, we are charged morethan that and have to escalate to try to get features and prices back to what Comcast promised.
I know that Comcast has tried to portray problems such as what I’ve described here as “the customerjust didn’t understand.” I assure that that is not the case with me – I understand perfectly, and I knowwhen Comcast is trying to take advantage of me by selling me features that I don’t want and chargingme more than I’ve agreed to pay for them.I’d like for a competent, knowledgeable person from Comcast to patiently explain to me exactly whatour internet/phone options and prices are, so that we can make a good decision about what we’d liketo purchase from Comcast. Do you have someone who could provide us that information, and thenfollow through to ensure that we get that price and the features we're paying for?That would be a big relief, and entirely different from how we're treated by Comcast when we try toget this information. Year after year, we have extreme difficulty finding out from Comcast what ouroptions are, and even when we think we understand our options and the prices, the next bill is a bigsurprise and we have to start over or escalate. Please let us know what you can do to improve thissituation going forward, and treat us as valued customers.
Ticket: # 1282932 - Low and inconstant speeds compared to what was advertised andsoldDate: 10/23/2016 5:23:04 PMCity/State/Zip: West Des Moines, Iowa 50266Company Complaining About: CenturylinkDescriptionCompany advertises speeds " up to 40mbs" has never been able to deliver even half of advertisedspeed. Highest speed reached is around 8mbs and speed is typically around 1-4mbs with veryshoddy service that drops and is interrupted. Was advertised 40mbs yet after taking my money theygive me 1/10th the speed they sold me.
Ticket: # 1282949 - Slow internet speeds paying for 150 mbpsDate: 10/23/2016 5:39:21 PMCity/State/Zip: Mount Joy, Pennsylvania 17552Company Complaining About: ComcastDescriptionComcast constantly throttles back internet speed to 15 ,19, 50 Mbps. Then when you call andcomplain they up the speed back to the 150 Mbps . Then after couple days it's back to 15 to 50range. I'm paying top dollar for the high speed internet and I should get what I pay for.
Ticket: # 1283023 - Centurylink throttling internet speedsDate: 10/23/2016 6:46:58 PMCity/State/Zip: Fern Park, Florida 32730Company Complaining About: CenturylinkDescriptionDue to Centurylink throttling our internet, I have to frequently reset the internet to prevent terriblepacket loss. 1st they offered us 40/10 down/up for our internet speed, but after we purchased wereceived 10/10. When checking the internetspeed on Speedtest.net, I was getting 6mbs down and .75up.
Ticket: # 1283055 - Non-responsiveness/Inaction by Comcast to service failureDate: 10/23/2016 7:26:51 PMCity/State/Zip: Alexandria, Virginia 22314Company Complaining About: ComcastDescriptionInternet service is not as fast as promised (or charged), and repeatedly drops. Multiple efforts toresolve the issue has not yielded results, and Comcast has not provided a way to escalate theproblem. Please see attached letter also sent to the Comcast corporate address, as customerservice agents have refused to provide me with ways to formally register complaints for servicefailures.
Ticket: # 1283080 - ShentelDate: 10/23/2016 7:59:37 PMCity/State/Zip: Radford, Virginia 24141Company Complaining About: ShentelDescriptionShentel has a monopoly in my area and completely abuses their power. They do not deliver theinternet speed that they advertise, the put data cap limits that are ridiculously low with over pricedpackages. The internet stops working frequently. Please do something about this company as theyare famously horrible in the city of Radford and there is nothing most residents can do about it.
Ticket: # 1283090 - Bandwidth ExhaustDate: 10/23/2016 8:07:00 PMCity/State/Zip: Hardy, Virginia 24101Company Complaining About: CenturylinkDescriptionMy family and I have been patrons of CenturyLink for several years, since 2010 or 2011. Our serviceused to be great, we had consistent speeds and low latency at all times of the day. Things havegotten progressively worse until at this point it is almost impossible to use. We do not get the speedwe pay for. Even during non peak hours our speed rarely reaches above 2mbps and then not forlong. Our ping is typically 200 ms with an average packet loss of 25%. This makes things like onlinegaming and streaming impossible even if we had the 3mbps speed that we pay for. We were told onJune 27,2015 that the bandwidth exhaust issues would be resolved around 9/27/2015 however thingshave not improved at all since my original complaint over a year ago. My fami
actually) who also lives local and is a Cox cable customer and he not only told me he had the SAME EXACT ISSUE THAT STARTED AT THE SAME EXACT TIME AS ME, but he also sent me a link that he posted in regarding the issue showing that I'
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