Coxswain Balls posted:

Oversubscription leads to poor speeds but packet loss or disconnections is going to be an RF issue somewhere between the house and the node if it's on the ISP's end. This is admittedly difficult to get looked at properly unless you have a tech that knows how the service works, has critical thinking skills, and isn't just trying to dump it on the customer.

One time I got into a back and forth with someone in the field tech QA team that was trying to cancel someone's service call because the customer didn't remove their own router when troubleshooting. The phone TSR troubleshooting knew their poo poo and tested the connection between the CMTS and the modem, which was showing massive packet loss and completely ruled out customer equipment so he opted not to waste the customer's time with that. I backed my dude up because gently caress saying he didn't do his job right when he's doing it better than they are.

I sorta got in trouble when it got to the point where I made a diagram showing the signal path from the CMTS to the customer's equipment and explained what was tested and where the problem was narrowed down to, and how getting the customer to get another wired device for testing direct to the modem would be pointless. The email she sent to my boss was pretty funny, like "what the gently caress is this, why is he treating them like they don't know what they're talking about?" Got some bad news for you, lady...