09-04-2013 03:51:16 AM
09-04-2013 06:02:30 AM
If all you had was 12M internet only (no tv service) your profile was either 13 or 19.
To support 24 M internet they would have to change your profile to 32M.
If loop length and noise margin was marginally, work fine low profile.
But not able to sync at higher rate, could be outside line, or inside wiring or both.
24 M internet requires a dedicated cat5 home run from NID to RG.
If this is not your current setup be prepared to sign a work order for $154.
That is $99 service call plus $55 for wiring, includes jack, biscuit, or wall plate.
If not willing to pay, might as well call and have 12M restored.
09-04-2013 06:57:19 AM
09-04-2013 07:43:57 AM
Second, suspect your original install was a CSI (equipment shipped to you) so you take responsibility for all inside wiring issues.
Your address is green for 24M internet, thus able to order product, if this was a new install a full tech install required. $149..
Includes jumper at SAI, sync checks, update NID, new home run.
As this is upgrade not new, if everything's works great, if not tech will verify sync at NID, update NID, and run quality check outside lines same as fora CSI all at no charge.
And like a CSI any issue from NID to RG your responsibility, billable to correct.
09-04-2013 11:56:47 AM
Did they try to bump your profile back down and restore the previous service before the tech comes out? If its not the gateway that should put everything back and you would at least have service in the mean time.
09-04-2013 12:48:24 PM
09-04-2013 03:02:32 PM
09-04-2013 03:31:34 PM
Inside wire is the customers responsibility. Perhaps a recent install may qualify as a warrantee.
09-04-2013 07:50:00 PM