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Broadband VI unusable lately  

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DonExodus
(@DonExodus)
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Joined: 9 years ago
Posts: 301
November 21, 2016 10:17 pm  

Past 2 messages to BBVI customer service have gone unreturned. I can't stream movies or play games literally half the time.
Innovative is coming out to install on Weds, I've been a loyal customer for years but I'm done. I'll let you all know how it goes.


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specialk
(@specialk)
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Joined: 11 years ago
Posts: 579
November 21, 2016 11:21 pm  

Does innovative really have back up generators these days?
I know they didn't previously and hadn't heard/read that they now did.
Thanks for the info.

Yes. Those pale green ground mounted enclosures labeled Alpha that were installed during the rebuild house the back ups.


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sttanon
(@sttanon)
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Joined: 8 years ago
Posts: 329
November 21, 2016 11:40 pm  

Yes. Those pale green ground mounted enclosures labeled Alpha that were installed during the rebuild house the back ups.

Innovative only got serious about generators after STX had a outage that lasted for almost a entire day because of WAPA and they didnt have generators to keep service up. They admitted as such to PSC


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NYC to STT
(@NYC_to_STT)
Active Member
Joined: 8 years ago
Posts: 8
November 22, 2016 12:31 pm  

After three years of consistently fast, reliable internet from Innovative, we moved into a house that isn't (and can't be) wired for cable. The people before us used choice, but the data cap and throttled speed after the cap are unusable if you do more with your connection than browse the web. So we switched to BBVI. It's been almost a year now and we are completely unimpressed. The connection is not reliable and not consistently fast. I've contacted them several times and always been given some version of:

If we are able to log into your radio, and see a good Ethernet connection to your router, that means your router has stopped passing traffic or your laptop is not connecting to your router. I am sorry you are having Internet issues, but it sounds like it is either your router or laptop that has a problem.

It's not us, it's you. They link a ping report to 4.2.2.2, claim everything looks good and blame it on our bad wireless router. Problem is - I have problems whether I'm using a wireless router or wired directly into their equipment. It took me almost a month to convince them they were wrong after our install, and when they finally came out they discovered they had installed their equipment incorrectly. That helped, but we still get inconsistent speed, dropped signal and generally poor performance.

If you have a choice, choose innovative. They aren't even comparable services in my opinion.


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speee1dy
(@speee1dy)
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Joined: 12 years ago
Posts: 8775
November 22, 2016 2:29 pm  

honestly, i have been wondering if it was the router. seems that is when we started to have issues. but the router is new, which is why i keep thinking its you guys? a bit confused.

so this morning there is no internet. hubby does the standard unplug and wait 10 minutes . does not work , he calls they see nothing wrong, they tell him to do the unplug and wait. finally works. but was out for a good portion of the morning

If we are able to log into your radio, and see a good Ethernet connection to your router, that means your router has stopped passing traffic or your laptop is not connecting to your router. I am sorry you are having Internet issues, but it sounds like it is either your router or laptop that has a problem.


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DonExodus
(@DonExodus)
Advanced Member
Joined: 9 years ago
Posts: 301
November 23, 2016 12:24 am  

Ran ping via command prompt to google.com, packet loss was 4%! Kept hearing it was my router, but after 3 hours of pinging my router once per second I didn't lose a single packet.


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bathiel
(@bathiel)
Trusted Member
Joined: 13 years ago
Posts: 523
January 26, 2017 1:58 am  

I have to give kudos to Broadband for how they handled my recent service issues. We were having all kinds of problems with very slow and intermittent service, despite paying the very expensive monthly rate for the "plus" version. After a few calls and attempts to solve the problem via phone, they sent a tech over who promptly replaced (upgraded) our radio. Bingo--really fast service. But unfortunately, after a few days, it reverted to the old form. Another call, and the person on the line tried to solve the problem remotely. No luck. They sent out a tech the next day, who upgraded our radio again. Problem solved: 9 ping, 25 down, and 10 up. And the intermittency problem is gone.

I want to publicly thank BBVI for their very prompt, very courteous, service in taking care of our problem. They've locked us in as customers with that.

Bernie


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speee1dy
(@speee1dy)
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Joined: 12 years ago
Posts: 8775
January 26, 2017 11:00 am  

there support is usually excellent.


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watruw8ing4
(@watruw8ing4)
Trusted Member
Joined: 13 years ago
Posts: 850
January 26, 2017 2:29 pm  

Very happy with their support too. They went out of their way to help me resolve a problem, even after they correctly determined it was on our end.


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vicanuck
(@vicanuck)
Trusted Member
Joined: 10 years ago
Posts: 2499
January 26, 2017 3:57 pm  

I had an interaction with BBVI support last week after regular working hours.

The technician on the phone was very professional and solved my problem after calling me back.

I was very happy.


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speee1dy
(@speee1dy)
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Joined: 12 years ago
Posts: 8775
January 26, 2017 4:50 pm  

HA, i just noticed my spelling mistake


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watruw8ing4
(@watruw8ing4)
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Joined: 13 years ago
Posts: 850
January 26, 2017 5:30 pm  

HA, i just noticed my spelling mistake

Well, Eye wuzn't going two say anyting. 🙂


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speee1dy
(@speee1dy)
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Joined: 12 years ago
Posts: 8775
January 26, 2017 5:39 pm  

lol


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Alana33
(@Alana33)
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Joined: 8 years ago
Posts: 12268
January 28, 2017 9:19 pm  

28.8 up and 6.68 download is what I'm getting in FL for $34.95 from Comcast.
Just had service installed today, for those of you that were missing me!
😉


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watruw8ing4
(@watruw8ing4)
Trusted Member
Joined: 13 years ago
Posts: 850
January 28, 2017 10:22 pm  

28.8 up and 6.68 download is what I'm getting in FL for $34.95 from Comcast.
Just had service installed today, for those of you that were missing me!
😉

Welcome back, Alana! Hope it all went smoothly. Feel free to rub all the comforts of the real world in. 🙂


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speee1dy
(@speee1dy)
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Joined: 12 years ago
Posts: 8775
January 28, 2017 10:46 pm  

:P, this is for you alana


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Alana33
(@Alana33)
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Joined: 8 years ago
Posts: 12268
January 28, 2017 11:50 pm  

Thanks ladies. I shall, for a little while, anyway!
It went well. Hershey and I are settling in very nicely!

Stuff is cheap compared to what we pay in VI.
It's mind boggling.
Smooth roads are heavenly!
Everyone (service wise) is actually on time or early for appointments.
Can't believe I'm actually here!
It took some doing, I have to say!
I do miss the views! Those can't be beat.


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