ISP evidence outcomes

[itsDNNS]

Use this thread for outcomes from real evidence workflows: technician visits, modem swaps, escalations, wiring fixes, or cases that are still unresolved.

Starting point

• What did the ISP say?
• What problem were you experiencing?
• How long did you collect data before acting?

Evidence package

• DOCSight views used:
• Report or export used:
• BNetzA or other official measurement included, if any:
• Before/after comparison included: yes/no

Outcome

• Ticket accepted
• Technician scheduled
• Modem replaced
• Line or house wiring fixed
• ISP still investigating
• No change yet

What would help the next user?

Share the one thing you wish you had known before collecting evidence.

Privacy reminder

Please remove names, addresses, contract numbers, ticket numbers, IPs, MACs, serials, and screenshots of private ISP portals before posting.

[Snuupy]

Hi there! I spent the last month interacting with my ISP, the service/last mile and maintenance (infrastructure) technicians. My issue is now relatively resolved, with some last bits of testing that still need to be done on my end.

Starting point

• What did the ISP say?
  • even despite ample proof and evidence, they were still gaslighting me the entire way, including "your internet package is too low" (that has no bearing on packet loss and high latency), your modem is bad (even though they tested a modem THEY brought and it had the same issue), your router is bad (it was not, I run openwrt, which although is not perfect, is usually not the cause of issues), we can't guarantee not losing your packets and not having high latency, etc.
• What problem were you experiencing?
  • at first, complete disconnects (T3/T4 timeouts). Once that issue was fixed (with techs coming out to remove rust and re-terminate the lines), I noticed packet loss and high latency on my connection that the connection monitor helped me identify.
• How long did you collect data before acting?
  • at least 1 full day, if not 3 days, or at least until a clear pattern emerged

Evidence package

• DOCSight views used:
  • Home (for modem stats + helping me interpret modem stats)
  • Connection Monitor to identify packet loss + high latency issues after the time-outs were fixed
• Report or export used:
  • Raw Ping Log (as requested by ISP/ticketing escalation process)
• BNetzA or other official measurement included, if any: N/A
• Before/after comparison included: no

Outcome

• Tickets (5 or 6) were accepted, half were rejected but were resubmitted and escalated appropriately
• Technicians were scheduled (6 or 7 visits in total, don't remember the count)
• Modem was offered to be replaced prior to me starting any of this but was declined once I told them I was having this issue on my previous provider (same last mile coax). I later replaced the modem of my own volition twice, 1st time was still problematic, 2nd modem replacement worked.
• Temp line was installed.

What would help the next user?

• check Connection Monitor to see if your latency and packet loss are unreasonable. If it is, check if your modem is a Puma 7 (in my case, it was) or Puma 6 chipset. If it is, try a Broadcom chipset modem. This is somewhat documented (search "TekSavvy Puma 7 issues TC4400") but non-obvious for a solution.
• If you're Canadian, be aware that of the 11 DOCSIS 3.1 approved modems for TPIA, only TWO of those (2/11) have a Broadcom chipset (TC4400 and CGA4234DGW, both Technicolor branded). It seems they have stopped being manufactured for years, so it is no longer possible to buy them from any store, except used. What a crazy state of the Canadian ISP market - you can't even get new, non-defective modems anymore.

Share the one thing you wish you had known before collecting evidence.

• Expect your ISP to gaslight you about literally everything. No point getting frustrated at them, they are professional gaslighters.