GeneralInternet Troubles and You
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GeneralInternet Troubles and YouPosted:

Scratched
  • Winter 2019
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Joined: Dec 12, 201013Year Member
Posts: 1,556
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Status: Offline
Joined: Dec 12, 201013Year Member
Posts: 1,556
Reputation Power: 111
I got a bit bored a few times on youtube and started to look around for videos about WiFi cams, ended up somehow on a laundry list of ISP based videos and wanted to point out a ton of bad info and lack luster.

I work as a Field Technician and have for Suddenlink (Altice), Grande Communications, Dish Network, Comcast (Xfinity) and now for Armstrong. Been at this for a good number of years, pushing a decade. So if you have any questions be it TV, Smart TV, WiFi, best practices, etc. Don't hesitate to ask! Believe me... I've seen and heard it all before.

Small story
Mother-In-Law has Comcast, for YEARS the woman's told her internet is fine and given every excuse in the book that DOES NOT actually factor to her speed, devices outdated, too far, not wired, not updated, etc. Hell some outright asked her if she was ever late on a payment because they could throttle her speed by lowering her rate. She's got a decently averaged sized PA style home. Two stories, basement, about 2800sqft. Half the home however was originally the front porch so after the remodel they had making the additional kitchen and dining room and master bedroom. The walls, floor and ceiling in the kitchen, dining, and half of the master bedroom was brick and concrete. ANOTHER reason she was told her internet was bad.

I finally convinced her to let me take a look, she's worried I'm going to charge her some huge fee. She figured it'd be hundreds, maybe a thousand... Even if I was paid a rate I got back in Texas it wouldn't come near that. At my height I made $27.00/hour as a technician. All she has is internet, a single modem and router combo unit, the XB8. Her speeds in her kitchen and dining room are awful, like 20-50mbps down. Master bedroom 80-300mbps down. She has 1GB. I look into our system and find out she wasn't lied to at least about her signal. Everything was in the green, even ideal levels. Problem is, that software ain't sh**. I go out, check her lines on the side of the house, she's not grounded, and she's got actual moss growing on her cables, corroded, harder than someone fresh out. I cut them all down, run myself up the pole and cut the drop down and bring her a new one in. New feed-in line, and grounded her out.

Now her speeds in the master bedroom where the XB8 is... 700mbps on average, with highs in the 900s. Dining room directly below, 300-500mbps down. The saddest realty to this story is how unbelievably common place it is. It comes to a point I can without a shroud of doubt tell you, it's not your provider that is so terrible, it's the technicians. Because with comcast we have something called a PHT, Premise Health Test. That test tells us if everything's green then everything's fine, and comcast will back that statement. Even if you're getting only 20 down and have 1GB speed, the tech CAN walk away and tell you it's fine. I wish I was joking. Not every company has this kind of test, but I can assure you this is a problem and it's not just comcast. I dealt with it in every company I've worked for and I've heard the story a thousand times over from other techs in other companies.

Don't accept sh** service and say it's part of the company, it's not. Don't be mean, don't be nasty, just be calm, polite, keep your phone handy and make sure you get the supervisor there and make them test the speed and replace the cables. If a technician wants to refuse you, a supervisor can't (or at least a good one won't.)


Vocabulary Terms:
iO = Internet Only
Barrel = A split in a line that allows a connection to continue along a single line.
Drop Cable = Line from the service pole to your home
House Box = Literally just a box we place on the side of your home to keep the fittings and splitters out of the elements.
Ground Block = The point where the drop cable and feed in cable meet and are grounded.
Feed In Cable = Line going from the outside into your home prior to any splits. This line can often be the only line in your home.
Tap = Point of Service at a pole.
Modem = Device that provides signal based off of Coaxial or Ethernet.
Coax / Coaxial = Cable line you screw into, commonly a black one.
Ethernet = Cable you plug into something like a router, modem, or PC.
Router = Device that provides WiFi, WAN and LAN ports that connects to your modem.
COE = Customer Owned Equipment; You purchased your own modem or router.
Mesh WiFi = Systems that allow a WAN and LAN based connection that can be incredible to have if you have a larger property, or live in a place where the walls are brick, plaster or concrete. So long as they're wired.
Toner = Device that allows us to find cables.
RG59 = Older cable once used, no longer a good cable. Doesn't carry connection as well as RG6, and commonly will have noise in it which can mess things up.
RG6 = Standard issue cable used. Dual or Quad Shielded to ensure better connections.
ISP = Internet Service Provider



First up, how an iO Install works:
By the Book
    1.) I call you prior to arrival, verify the address is proper, verify the work order is right and give you an estimate to when I'll be there.
    2.) Once there, I'll go ahead and check the outside of your home as I'm making my way to your door to see where your lines all are if any and knock and greet you.
    3.) Discuss where your modem/router is going, I will always steer you away from idiotic places like basements, attics, etc. and try to go for the most central place to the home unless you NEED it in a certain location.
    4.) From there I go back to my van, grab my wire, and run myself up the pole. Test the ports to make sure they're decent.
    5.) Connect the line to the tap, and then get down and run it to your home.
    6.) Attach your House Box and ground out my ground block, rarely will this not go on the side where your power line goes.
    7.) Attach the drop to your home, attach it to the ground block. Then test the ground block and ensure the signals are good.
    8.) Drill into your home if needed, and run the feed in cable through to where it needs to go.
    9.) Plug the modem in.
    10.) Walk you through the app while I'm finishing up tidying up any wires or connecting in devices for you.
    11.) Connect any devices you'd like to have WiFi to.
    12.) Done.


Common Practice
    1.) I call you prior to arrival, verify the address is proper, verify the work order is right and give you an estimate to when I'll be there.
    2.) Once there, I'll go ahead and check the outside of your home as I'm making my way to your door to see where your lines all are if any and knock and greet you.
    3.) Discuss where your modem/router is going, I will always steer you away from idiotic places like basements, attics, etc. and try to go for the most central place to the home unless you NEED it in a certain location.
    4.) Get my toner out if you have existing lines in the ideal or area you want it in. Find the other end of said cable, take out any splitters. Depending on how many are in the cable I may replace it as a whole (I won't allow more than 2 splits in a modem line), and will if it's RG59.
    5.) Ensure the line goes back out into the House Box, if one isn't there already I attach one.
    6.) Make sure the ground block is grounded after replacing it and the drop cable fittings.
    7.) Check the signal at the ground block and ensure the signal is good, if not I go up the pole and figure out what's wrong.
    8.) Replace the drop if needed, otherwise just the fitting. Do the mental math and make sure the signals look good and match in your home at the modem.
    9.) Plug the modem in.
    10.) Walk you through the app while I'm finishing up tidying up any wires or connecting in devices for you.
    11.) Connect any devices you'd like to have WiFi to.
    12.) Done.




Troubleshooting
My connection goes out when the weather acts up
You with a 95% chance have a broken drop cable. You'll need to get it replaced in order to restore service proper. No broadband provider whatsoever can provide you service through all conditions if that cable is damaged in any way, shape, and or form. Likely birds and other pests damaged it.

My Internet doesn't reach to the front/back yard
Legally speaking, no broadband provider will offer you service that covers your entire property. Ever. Easier to ensure service that way. Best for you to consider buying a second router or mesh system.

Where is the best place for the modem / router
Central to the home, away from the kitchen and any HVAC, furnace, boiler, elevator, laundry, or electrical panel. You want it central to be able to expand outward with the best chance of reaching throughout your home.

My speed is never consistent
Few things could be happening here. You could need a new modem/router, to which I would recommend getting such done, but not before having your lines replaced. More than enough times my Meter and the app(s) we use will not show us the cable has for whatever reason just began to fail. Get those lines from the pole to your modem replaced, alongside any splitters in the lines.

What speed should I get
Depends on you. I would in all honesty say anyone who lives alone regardless of what they do, would see benefit in 200mb down. If there's 4 people in your home, I would say 400-600 down would be ideal, especially if anyone is a gamer, or streamer (netflix, hulu, hbomax, etc.) Anything above that really isn't needed, but definitely nice if you have the money. I personally have 1GB and haven't looked back since. To the point if a place doesn't have a broadband provider that offers 1GB Internet, I lose interest instantly, even more so for a place in where I can't replace the coax myself.

I need internet but I need it cheap
Do me as a technician a favor and yourself. I know the prepaid stuff looks good and promising, I know the math does. I know the T-mobile and Verizon jetpacks, "internet" boxes and nonsense seems promising. None of it is. I've never heard of a happy customer with those devices even once. 10 years. Not once. For those looking at Comcast's prepaid, trust me I get that times are hard.. but those prepaid modems... All we were allowed to do is ensure connection to the modem. Anything else was on you.

I got a prepaid modem and all the lights are blinking, it was working just fine
And now it's dead. Now you need one, no technician can replace these in Comcast. All they're allowed to do is make sure the connection works.

I want to reduce costs and get my own modem
Don't forget your router... Otherwise you won't have WiFi. happens more times then I can count. All I can do is offer you a rental until you figure it out, 30 days after install that's how long until you get charged for the rental. 30 to the DOT.

I want to get a modem or router, any suggestions
Netgear modems are great, and for routers, google nest, eero, orbi, or asus, linksys, tp-link.

The router I have doesn't cover the whole home
Time to go to mesh, and bare in mind, wire it. WIRE IT. Ethernet, CAT6. If you're not going to wire your mesh nodes, don't bother buying into them, all you're doing is bouncing a signal and making it weaker. If you wire it, then you get the full output of your modem to each of them.

My PC is slow, but my laptop is fast
Is it wired?
If no, that's very likely as to why. Probably have an older PC that doesn't have a good network adapter.
If yes, have you tried changing the ethernet cable out or trying another device on it, if the speed is bad on a different device, it's the wire or router. Try a different port and a new cable.


My TV won't stay connected to internet
Let me guess... LG? Yeah... Since about 2016 or 2017, they've had network adapters that just outright fail out of the box. Terrible brand, haven't seen an improvement since then. Even if they're wired sometimes they still won't take.

I tried to do the install myself
Cool, look around your house for your coax, ensure you have a line going to the pole and that it's connected up at it. Then make sure your line is connected coming to your home and inside. Usually it'll be on the power side of the house. Follow the cable in and see where it goes and try to connect to that line.

My service randomly goes out even when the weather is good
I would check the outside of your house, see if there's any splits in your lines that are vertical (up and down) and if there are, get them replaced. I would bet money those connections are corroded or filled with actual water.

I need better WiFi coverage in the house and bought some boosters / extenders
Oh sure, they're cheap, fairly simple to setup, but they are sh**. And you didn't read the fine print and didn't see they only are capable of 50-300mbps. You get what you pay for... This time you're going to look at mesh systems and WIRE THEM into your router.

I don't have enough ethernet ports
Welcome to my world, buy a switch and another ethernet cable. A switch is simply put, a splitter. It takes one ethernet line and allows you to break it out into a bunch of other ones while maintaining the same throughput (some do vary in this regard.)

Where do I go to find out my internet speeds
For starters, never use the apps that your ISP uses. These are always going to lie to you, and it's come to a point I will NOT be surprised to hear a lawsuit involved. I have had arguments with customers before who were using the Xfinity app and saying "well I get 1400 down but it doesn't work worth a damn on my TV" I go to run an actual speed test and find out they're significantly lower, and some have even refused to believe me. Even as I tell them and show them with a meter designed to test this stuff... That Comcast's system on coax is NOT designed to go over 1GB, and you'd be lucky to get 950mb down on a test.
Just google "Speed Test" and either use OOKLA or Google's own speed test. Either will work perfectly fine, though I can say if you show a technician your ookla results it may benefit you to a degree depending on that tech.


I'm not getting the speed I pay for
Are you on 2.4G or 5G?
2.4G = Better range, slower speed usually caps off at 100mbps down.
5G = Best speed, smaller range.
6G = A middle ground, not getting as far as 2.4G, but getting the 5G speed.
If you're on your 5G, bare in mind the further you are from your router, the worse it becomes. However if you're wired in and not getting the speed you paid for you need to have your modem and cables inspected. I would recommend regardless of inspection to have the cables replaced, if you have a rental modem/router, get that replaced as well. If after having the cables replaced did nothing, it's going to be your router/modem or your device.
This can also be a factor of the modem/router as well, meaning let's say you have 1GB speed, but you're only getting 500mb down, your very modem/router COULD be your choke point. Example, Verizon Fios routers only get up to 500mb down on WiFi but wired, get the full output. Research your devices.


Do those surveys at the end of an install or troubleshooting actually matter
To my dismay... Anytime you put a score of a 9 or lower, yeah, that tech will be talked to. It's all because every company wants the stupid JD Power or customer service award to say "Oh hey look we're so loved!" I can honestly say if you've ever given someone a zero or less than an 8.. they may have even been warned or outright fired.

The only options for internet for me are DSL or Satellite, what can I do
Move, if you can. I know there's those rural out in the fields or sticks places that no ISP touches.. Hughes Net will charge you a fortune for next to nothing. DSL, even if you're 80 years old and only use it for facebook on a tablet... I wish I could help you, the good news is Fiber exists, the bad news is it ain't likely coming to you. I can say I'd rather use the "internet boxes" from T-Mobile or Verizon then Hughes Net, Viasat, Windstream, and so on.

I got some pods from my ISP are they actually any good
In the last 3 or so years cable providers have been going about installing "pods" usually a hexagonal silver or white device that directly plugs into a power outlet. Some come at an immediate cost to you where as others will include 1 or 2 for "free." I haven't used them much myself, I can say they are decent, do provide a mesh system that is simple and easy to work with. The newer generations of them also can act as an actual mesh wifi system and are very respectable devices. The better question I feel to ask here is towards your ISP if they will charge you to replace one that is faulty.

I'm remodeling/building a new house what should I wire it with
Ideally, RG6 Quad Shielded Coaxial cable and CAT6. Make sure to have TWO feed-in lines, and where ever you want coax, make sure there's ethernet. As the world gets further from cable tv, internet becomes godsend even more. And the easiest way to cover a house, is to have it wired.

I have fiber internet does any of this apply to me
Every bit of it. Hell I've had customers complain to me that Verizon blamed THEM for their fiber breaking and charged them. Wiring doesn't matter what kind is used, it's all the same, everything dies with age. All I can say is it's a bit more rare to have happen with Ethernet lines than coax, and towards fiber, practically impossible. Doesn't stop the fact that the rest of your devices aren't wired with fiber though.

What's the difference between upload and download
In the simplest terms, download is what you intake. Video games being downloaded, youtube, netflix, etc. Where as upload is your output, streaming, wifi based cameras, etc. In fair reality I would say any upload speed above 20mbps is more than fine for any average user, 40+ for someone streaming to twitch, youtube, etc. Download 200mbps for the normal person, 400+ is ideal, anything more is overkill. I have 1GB because I refuse to install a game in an hour.

Will my WiFi cameras work better with a better upload speed
It depends.. most tend to run on the 2.4GHz band. If your's don't, you may see some improvements, to what they would be I can't say. It'll still depend on the range of that device to your wifi, it's signal strength, and that what resolution you're trying to see footage at. Might have better internet speeds inside the home, but outside can be a very different story.





You got this far? Cool! Here's some info about the line of work then!
Do you need a degree? No.
Do you need special knowledge? No.
Do you need to be tech savvy? Not really.. Does help though.
Is it hard? Depends on the day.. Might be dealing with a couple fighting all the time or a hoarder, or you might be stuck in a bar or restaurant for an entire day trying to snake lines. Every home and business is different.
I've had some amazing moments working in this field, from getting home made mead, wine, $50.00 and $100.00 tips to people trying to give away pets or stuff. Potentially worth hundreds or thousands of dollars. Been in amazing houses and mansions, and I always love that feeling of being in a business with security clearance points and just walking through like it's nothing. Just feels nice. A lot of the time people are eager and happy to see you too, so it's fairly easy to keep a smile.
Does it pay well? In all honesty, it really does depend... If you end up W2 working directly for the company, the benefits are great. Usually free service, health, dental, vision, life, 401k.. As I got older I realized how much more I'd want those. If you're a sub contractor, it's a hit or miss. Usually the starting rate is $16.00 - $19.00/hour. Yeah.. BUT the overtime will make up for it. On average I work 45-55 hours a week. Wake up at 05:30, drive in with the company vehicle which is always nice that in this industry you'll always have a company vehicle to take home. Get the day started at 08:00 and end usually around 16:00 - 18:00. The best days are when the first or last appointment to make is like 10 minutes from home and it's super easy. It's a lot of hand work, climbing up and down flights of stairs and a ladder up and down poles. Doesn't matter if it's snowing, hailing, sleeting, 115F or -20F. You're working. Being a contractor is a bit nice, but the taxes scare me and there' zero benefit.. And likely all the tools you'll need won't be supplied which sucks as even subcontractors will get that for free or have the option to have them purchased and then garnished out.

I took a pretty big cut in pay when I moved from TX to PA. I didn't realize how much more expensive it would be to live here and it has been impressively draining. Didn't help with the pay cut I got too. The year before I made 50k. It ain't great.. Especially now. It's good and honest work, but it can be draining on your social, mental, emotional, and physical battery. Some days are super easy, other days it's a nightmare from hell.


Tools We Use
Coaxial Compression Tool, Long and Short
Coaxial Wire Strippers RG6, RG59
Wire Cutters
Hammer Drill - SDS and Wood bits, 18 inches, 3/8" and 1/2"
Impact Wrench - 7/16, 1/2, 3/8, 1/4, 5/16, flathead, philips
Coaxial Toner
7/16 Wrench
Crescent Wrench
Flush Cutters
RJ45 / Phone Crimp Tool
Punch down tool
https://i.imgur.com/UOu3wIy.png


Last edited by Scratched ; edited 4 times in total

The following 2 users thanked Scratched for this useful post:

Donald_Trump (03-01-2023), Frog (02-28-2023)
#2. Posted:
Scratched
  • Winter 2019
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Joined: Dec 12, 201013Year Member
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Figured to add some more questions that came across my head.
#3. Posted:
Frog
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Very cool topic.
But... why did you post your annual income / expenses?
#4. Posted:
Scratched
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Frog wrote Very cool topic.
But... why did you post your annual income / expenses?


Simple, haven't you wanted a new job? Ever wanted to see an actual gross and net of that very job? In my field especially there's 3 ways to get paid. 1, by the hour, 2 by the job, 3 by point. The most common is by the hour, but there are plenty of companies that only pay based on a point system or by the job and in a field where you will be working outdoors, weather can and will have an effect on your income. The somewhat good news for my field of work is there's always a shortage of hands. Chances of getting laid off are next to zero, I can say unless the economy completely crashed into oblivion I'll still have work, even more so in today's world. Who can live without internet?
#5. Posted:
Donald_Trump
  • Winter 2020
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Very cool topic! Thanks for the crash course.


But... why did you post your annual income / expenses?


I don't see why this is a major concern. If someone wants to talk about finances, then they should be allowed to. I love talking with people and hearing their stories and experiences on their financial state and I love trying to figure out how much someone makes. I am fascinated by what people are compensated for what they do and how they got to that point.
#6. Posted:
Scratched
  • Winter 2019
Status: Offline
Joined: Dec 12, 201013Year Member
Posts: 1,556
Reputation Power: 111
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Donald_Trump wrote Very cool topic! Thanks for the crash course.


But... why did you post your annual income / expenses?


I don't see why this is a major concern. If someone wants to talk about finances, then they should be allowed to. I love talking with people and hearing their stories and experiences on their financial state and I love trying to figure out how much someone makes. I am fascinated by what people are compensated for what they do and how they got to that point.


Sad part is basically when it comes to it all though, it's replace the coax/ethernet lines then replace the modem/router. Don't buy boosters/extenders, go mesh wifi and wire it in. It still amazes me how uncommon that information is. Even more over though how few technicians are respectable enough to damn well replace the lines.
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