I wanted to share with everyone one tool that I use mutliple times a day to try to help our customers.
We use the Wan quality graph available with the incontrol2 service.
This helps us show that the ISP (Spectrum!) has an issue so we can get it addressed.
In this case it shows multiple spikes of latency that causes delays in voice conversations, excess cellular failover data, and/or slow loading web pages.
To futher back up the needs for the tech to come out we are able to look at several customers in the same geogaphical area suchs as
DFW (Dallas) and pull up clients that aren’t having an issue and show them a comparision graph.
Attached is a recent graph interaction we had with a spectrum visit and you can clearly see the change after they finally replace the coax modem.
Hope this helps others in the future with these issues how to troubleshoot.
