Navigating Internet Woes: My Frustrating Experience with ISP Support

As our reliance on stable internet connections continues to grow, encountering connectivity issues can be incredibly frustrating. Recently, I found myself grappling with a series of persistent problems with my internet service provider (ISP), leading to significant downtime and high levels of latency. Here’s a breakdown of my experience, in hopes that it might help others facing similar challenges.

The Struggle with Internet Connectivity

Over the course of several weeks, I reached out to my ISP’s technical support team multiple times—six, to be exact—regarding recurring issues including dropped connections, latency spikes, and packet loss. To my dismay, one representative even asked, “What’s packet loss?” This moment underscored my concern about the level of technical knowledge available to assist customers like me.

My equipment, a Huawei HG532e modem with a wired connection, has become the focal point of my frustrations. I frequently experienced disruptions where both the Internet and ADSL lights would go dark, indicating an unstable connection. In addition to these outages, pings to any server resulted in high latency, and I also noted severe packet loss, which I diligently researched to understand better.

Steps Taken to Resolve Issues

In an effort to troubleshoot the situation, I ensured that there was minimal latency between my PC and the modem itself. I attempted to change the modulation type to G.dmt, which initially alleviated some of my problems but unfortunately exacerbated others. Instead of a stable connection, I began experiencing dropouts every two to five minutes, with my modem seemingly rebooting itself for about 20 seconds each time. This frequent interruption was a significant departure from the level of service I expected.

I escalated my issue by requesting a higher level of technical support, hoping for a more knowledgeable perspective. I was assured that a level 2 technician would reach out within a couple of days. However, this promise was made two weeks ago, and despite my follow-ups, I was met with the same vague response: “Please wait another two days.”

Seeking Assistance and Advice

It’s disheartening to feel trapped in a cycle of poor customer service, especially when it affects daily activities like working from home, streaming, and staying connected with friends and family. It feels like I’m on a frustrating treadmill, where every step forward is met with two steps back.

If anyone has encountered similar problems or has advice on how to effectively communicate with IS