To Whom It May Concern:
I have been having a time with my business service to my neighborhood, and I know many others are as well.
I'll start with numbers, but I'll follow those with the narrative that led to me doing this.
Service has been up and down for the past few days, and here's what it looks like, on a per minute basis, from a server 70 miles away. This starts a 00:00 On Monday, and goes to about 18:30 today.
Total bad service time since Monday: 233 minutes.
Total bad service percentage since Monday: 6.74%
Total uptime percentage: 93.26%
- 230 minutes completely down.
- 3.83 Hours.
- 6.69% downtime.
- 3 minutes of slowness (defined as ping from a server 70 miles away >50ms).
- 0.06% Slow time.
Wondering how that compared, I also ran the numbers since January 3, when I started tracking average ping:
Total bad service time since January 3: 49.57 hours.
Total bad service percentage since January 3: 1.16%.
Total uptime percentage: 98.84%
- 1479 minutes completely down.
- 24.65 hours.
- 0.58% downtime.
- 1495 minutes of slowness (defined as ping from a server 70 miles away >50ms).
- 24.92 hours.
- 0.58% Slow time.
What led me to start tracking this, minute by minute, was a 3-month stretch of just abysmal service. My ping times would soar into the thousands, my internet would cut out almost every day. In fact, at one point, I called into support for 11 days in a row without a fix. Eventually, I have gathered, there was a hardware refresh of some kind which seemed to mostly stabilize things. But because it was almost impossible to get phone techs or local techs to catch or admit a problem, I decided I needed to take it upon myself to quantify the quality of the service.
So I setup a server in a major city 70 miles away, which pings my house 5 times every minute, and averages the result. I've saved all these results, and these numbers are the result of those. Would it pass muster under scientific scrutiny? No, it wouldn't. But it gives a pretty clear picture anyway.
I know this problem is affecting others in my neighborhood, and I would love to track their data as well, but it's difficult with dynamic IPs and a general ignorance to how these things work. But I know many of them are similarly frustrated.
At any rate, I thought these numbers might be interesting to you, and I'd be happy to discuss this, or provide any other data that might be useful for you. I think you can agree that when things get to the point where your customers need to run metrics like this to prove there's a problem, it's gotten a little out of hand.
I don't claim to understand the ins and outs of cable internet service, but especially as a business customer, I feel like there's definitely some room for improvement in the level of service being given. I'm a Systems Administrator in charge of infrastructure across the globe, and if I had only 98% uptime, I'd be out of a job. I'm sorry to say, but if there were any other options in town, I'd likewise fire Cable One, but as you well know, I don't have a choice. But that doesn't mean Cable One should be lax in the level of service they offer their customers.
Thank you for your time, and I hope I hear from you.