I apologize if this comes across as a rant, but I genuinely need help here, and don't know what to do.
I live just west of Boston, and I have RCN's 1000/20 service. It used to be fine. Perfect. No complaints. However, for the last 2 months, there are regularly times where the internet is basically unusable, and RCN's speed test shows speeds of a mere fraction of that. And while this is happening, any kind of streaming or online game playing is simply not possible. Web pages are extremely slow to load. As I said, it's totally random, and the internet is basically unusable.
After months of running speed tests and having techs come out to replace lines and hardware, they still haven't solved the problem, and they really seem to have no idea what's going on.
RCN seems to lack the tools to be able to actually diagnose and fix problems when they arise. Like, I've been on a call with an RCN CSR, where I'm running an RCN speed test from a laptop that is connected directly to their cable modem via cat5, which is showing a wildly fluctuating 1-5 mbps upload speed, and they're telling me everything is fine. And then I load up their merlin site, while all this is happening, and it says that everything is in spec. But it's super not working. And we've replaced the line, the modem, and I've tried with multiple computers. Same issue.
Also, some of their CSRs have given me weird attitude. I had one recently assure me that the problem was solved, and at the same time I was running an upload speed test through their website (they can see the results in real-time) that showed a sub-5 mbps upload speed, and he insisted that it was all fixed. Then, somehow, my phone was mysteriously disconnected. So I had to call back in and wait 30 minutes to talk to someone else. Also, they keep telling me one thing, and then doing another. If you say you're going to send a line tech, then do that. Stop sending techs out to my house unprepared and wasting my time. Rebooting my modem hasn't worked the last 4 times a tech has come out, it's not going to magically work this time.
Also, why send a customer service survey if you're not going to respond to it? Because I responded the hell out of that last survey, and if they cared about their customers, they definitely would've talked to me about what I wrote there.
Sigh. Anyone had a similar issue? What on earth do I do?
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