Archived and Closed
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Let me first share my experience with the technical rep. who I won't mention by name. I do think this could be a help for a better customer service.
I explained that I was behind a router, so my PC was not directly connected to the modem - the rep. seemed to understand my setup.
I had forgotten the password to my account, and didn't know the answer to the secret question since my wife set it up - the rep. just gave me the answer right there on the phone ...... so much for security.
The rep. explained to me that I had to delete all cookies from my PC to get the maximum speed since "the PC would think too much about the cookies and can't keep up" .... I've never heard such nonsense.
Another tip was to set automatic detection of properties, but the rep. had no answer to what those properties were.... I think this could be the proxy settings, this had no affect what-so-ever in my case.
The rep. also instructed me to use "speakeasy.net" to test of the connection speed, and not the well respected/used site I had been using so far, the reason was that "speakeasy.net was optimized for satellite"... this may be so, and I wanted to see if it mattered (I later tried and sure enough there was no difference)
The rep. then tried to lecture me in how XP would revert to dial-up if it detected a slow connection - peculiar, since I seconds ago explained that I was using Windows 7.
I wanted to try the "speakeasy.net" first before going further, so I asked the rep. if there were a higher level of technical support since I had a strong feeling that the suggestions I was given would have no positive results and I would have to call back to speak to someone else, so I wanted to avoid wasting time with the lowest level and go straight to the next level.
I was first met with a lot of resistance to even answering my question about whether the were a higher level of support, and after finding out that there was a higher level, the rep. was became very defensive and probably felt challenged - this was not the case neither my intention.
I don't understand the hesitation of getting me in contact with someone who could help a new customer, I was then (mid sentence) put on hold for so long that I gave up getting any help.
Anyway, the numbers I see, with no cookies, not running XP, and using "speakeasy.net", automatic proxy settings are:
Download: 8 Mbps
Upload 0.7 Mbps at best
My plan promised 12Mbps up and 3Mbps down.
So.... is there anyone who has a better idea of how I can get closer to the upload speed I was promised ?