Richard Bucker

Broadband service provider SLA bullshit

Posted at — Apr 29, 2014

[UPDATE] This could be a duplicate post or even incomplete for that matter, however, now that Comcast is moving into my neighborhood offering more features and service levels at half the price… I’m moving to them.My local broadband service provider continues to tell stories about service level in our community. The easiest way to determine whether or not there’s truly an event happening in the community is based on the hold time with customer service or technical support.Regardless of the circumstances customer service has the same answers. #1 our system is working flawlessly and you should be able to perform a speed test with our internal server. Of course that’s crap from the get-go when 50% of the formula for determining infrastructure problems is the gateway from The service provider to the Internet as a whole. Many times I have been able to achieve optimum speed tests between my local system and the internal target server however when attempting to run the same test against the remote server it’s clear that there is a bandwidth issue.#2. Technical support also insists that in order to perform a proper speed test that one should remove the internal router and connect one’s computer directly to the provided modem. Since the local broadband network is effectively UDP anyone’s packets that are not protected by HT TPS are visible to all of its peers. Therefore if one of my neighbors was particularly savvy they could have access to my data. Secondly without a hardware firewall in place there is always a possibility that the local computer is not protected adequately. But I did it anyways.The following video is a short clip demonstrating that my local MacBook Air was connected to my service providers modem. I then attempted to access the ubiquitous speedtest network. The results should be self-explanatory.The second video demonstrates that I was able to get the optimum performance using my Wi-Fi network. Therefore the router and Wi-Fi components of my internal network are not part of the compromise.Historically my Internet service provider has had a number of hardware system problems in the area. The first has to do with the cable system being underground. Typically when we have a seasonal change and increase in precipitation many of the network devices in our cable network malfunction or perform out of tolerance. Our local cable company simply does not put in the time to adequately maintain our network.