“They advertise that they have 20 download, 10-upload speed, but that’s the speed if you’re plugged into the wall,” Tully explained. “The way Terrace View has it set up ...only one computer can be logged into the account online at a time. The only way to have more people to use it is to plug in a router and have the router take up that one spot.”
By using the router, Tully says he doesn’t get what he’s paying for.
“Wireless connection is significantly slower than wired connection, so even though they might advertise 20/10, it’s actually more like 2/1,” Tully said.
Bowman expressed similar disappointment with the consistency of her service.
“There’ve been a couple days when it was just really bad, in and out Internet,” Bowman said. “That was one of the cases when I know we tried to contact them, but we didn’t really get a reason why it went out. It was really inconvenient; people had to go on campus just to do their homework.”
According to Mercado, when outages occur, it may not always be a massive outage, but more localized to a complex or single unit.
“There could be too many computers connected to your source, it could be your specific unit because of a wiring issue, it could be the property because of a wiring issue,” Mercado said. “Anytime there is an outage we have to get to the root of it. If a customer calls at the very beginning of an outage, its possible we haven’t identified the issue.”
Mercado also stressed the need for more communication between customers and Access Media 3’s customer service. Customers can sign up to have their emails notified when outages do occur.
As far as the outages go, Mercado expects the issue to be fully resolved.
“This provider was able to narrow down exactly what was happening, and which equipment it was that failed,” Mercado said. “According to them. It shouldn’t happen again.”
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