I had some issues recently with speed. After the usual BS about my computer, router, speed testing site being the issue, they finally decided it was my modem. I have a SB6120 that has worked perfectly. They claim it's because they've rolled out Preferred 100 in the area and they're phasing out support for my modem, except on Essential. But, as a last ditch effort to help me, he flashed the firmware on it, and it got stuck at Essential speeds. The level two rep tried to spin a story about how it's outdated technology like Windows XP, but I was having none of it. Level two supervisor made an "exception" and flashed it back, and I'm back to 50 Mbps after they fixed some issue at the node.
However, what I don't understand is why they say my modem won't do 100 Mbps. According to Motrola, it will do up to 150. So why would I have to upgrade the modem just to get 100, let alone 50? And if I change my service to Preferred 100 and my poor Ford Escort of modems can only hit 50, why can't they just leave it at that?
The other frustrating part are their bundles. Some gems:
$99.99 TV+Internet package magically becomes $108 and change as soon as I open the configurator. Apparently they provide the Record 2 DVR "service" for free, but that forces you to rent a receiver for $8.50 a month. So how in the hell is this a $99.99 package?
TV+Internet(300 Mbps)+Phone package jumps $10 in price as soon as I hit the Internet screen. No free modem or bring your own option, I have to rent the Panoramic WiFi modem. This doesn't happen on the packages with 100 Mbps internet, those have a free modem option.
One TV+Internet (also happens to the ones with Phone) package will have free Record 2 DVR + HBO, the next one up won't have either but instead a free receiver, and cost more. Some have free pro install, some charge $20. Free Record 2 doesn't get you credit towards Record 6.
I can't even find one of the bundles in their terms and conditions page for existing customers upgrading. There's a similarly named package online, but it's got one of the flaws that makes it more expensive than advertised.
What garbage!
The $99.99 package is interesting, including Preferred 100, Contour TV, free record 2, and free HBO. But I'm not going to pay:
$20 self install kit fee. A store is right around the corner from me.
$60 outlet installation. I have Playstation Vue now, so to do this I'd need an outlet installed.
Plus a new modem.
What can I do? I'd perfectly happy with 50 Mbps but I have a feeling that won't happen based on what they told me. And since my modem is actually capable of 150, I don't think I should have to buy one to get 100 at all.
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