Home > Suddenlink > Suddenlink uninstalls the gremlin

Suddenlink uninstalls the gremlin

Suddenlink users who experienced internet problems over the last week can breathe easy. The internet service provider flipped the kill switch on the problem gear yesterday. The bad news is slow internet service might be the norm until a fix is found.

Suddenlink statement below.

STATEMENT

February 1, 2011

For attribution to Pete Abel, Senior Vice President, Corporate Communications, Suddenlink

Last November, some of our Humboldt County customers began to experience slower Internet speeds, typically between the hours of 8 p.m. and 1 a.m.  To address that issue, we promptly placed an order for additional circuits (bandwidth) but were informed by the supplier that the new circuits could not be immediately installed.

Accordingly, we began to evaluate other options to provide a faster Internet experience, until the additional circuits could be installed.  Among those efforts, we most recently installed (Jan. 27) a device from a long-time, trusted vendor. That device “caches” certain Web pages, thus providing a faster Internet experience. Importantly, this device ONLY caches data on unsecured websites, meaning that any private user information entered on a secured website would have NOT been cached and would thus have remained private.

Soon after the noted gear was installed on Jan. 27, we detected an intermittent, recurring issue with cached pages on unsecured websites.  We worked with the vendor to diagnose and attempt to fix that issue.  The cause of that issue remains unknown at this time and because the vendor could not provide a timely, permanent fix, we removed (uninstalled) the gear yesterday (Jan. 31).

We apologize for any inconvenience this equipment malfunction may have caused.  We will continue to work to provide a faster Internet experience for affected customers in Humboldt County and are doing everything in our power to expedite the delivery of the additional circuits (bandwidth).

[h/t Hank Sims.]

  1. skippy
    February 1, 2011 at 4:06 pm

    Heraldo and, I think, Hank Sims, yours truly trusts you didn’t have to call Suddenlink and hold for 15+ minutes listening to cheesy music waiting to speak to the dude from West Texas having no clue of the problem and Humboldt.

    Your experienced readers narrowed down the caching/provider problem fairly well and quick for remedy. More circuits–bandwidth– sounds good.

    Thank you for your time, effort, and patience addressing this.

  2. Mitch
    February 1, 2011 at 4:19 pm

    My guess is that the Corporate Communications gentleman means to say that Suddenlink did not cache data transmitted by “https” as opposed to “http”.

    I think he’s trying to say that they didn’t send Rose’s bank statement to tra, and vice versa, merely sending them one another’s potentially private email addresses.

    However, I think Word Press would be disconcerted to find that Suddenlink Communications views Word Press’ web site as insecure, perhaps in the same way that I’m surprised that a network provider could so screw up people’s anonymity, and then yammer on about “equipment malfunction,” when the actual issue is engineering malpractice.

    And note they have no idea when they’ll be able to get additional circuits.

    Life connected.

  3. Not a joke
    February 1, 2011 at 4:33 pm

    Switching to ATT as suddenlink SUCKS.

  4. SNaFU
    February 1, 2011 at 4:34 pm

    Call Al Gore for a permanent fix, Suddenlink is just a spin of the Mother-load!

  5. tra
    February 1, 2011 at 5:19 pm

    “Importantly, this device ONLY caches data on unsecured websites, meaning that any private user information entered on a secured website would have NOT been cached and would thus have remained private.”

    tra-nslation:

    “Yeah, sure, so we distributed your private e-mail account, and who knows what other information, to a bunch of random people… but it’s your own damned fault for not limiting yourself to https websites.”

  6. Tired of ScummyLink
    February 1, 2011 at 7:13 pm

    all that is BS. I am a fiber customer with Suddenlink and the issues started on Thursday night last week. Since I have multiple servers hosting websites I noticed right away that there were funky issues. I called the Tech Support and they laughed at me and said there wasnt an issue, so I called the higher ups and ripped them a new one. Four days later I finally get a call from someone at support who listens to my diagnoses of the issue and within 1 hour they find that one of the ports in the eureka office was failing and not applying the update they had done to the others so they turned it off and re routed traffic to the other ports. BAM! everything was up and running again. This problem would have been fixed on thursday if they were smart enough to actually listen to their customers who might know whats going on…. geez

  7. Anonymous
    February 1, 2011 at 9:50 pm

    When doctors are as arrogant as that (not listening to what their patients tell them), people die.

    I’ll stick with AT&T. I’ve never had a problem with gremlins.

  8. Anonymous
    February 3, 2011 at 10:09 am

    It’s not just internet service that Suddenlink has problems with. I use it for TV reception and have had numerous problems re: hi def , especially with the Fox channel when sports are on. I’ve called and reported it and get no satisfaction from the tech (in Texas). They blame it on the feed they get, or something like that. In the meantime, I don’t get the reception I’m paying for. In other words, bend over and enjoy it. Boo Suddenlink.

  9. NetNeutrality
    February 4, 2011 at 3:30 pm

    Get used to it. One word “NetNeutrality”…

  10. February 21, 2011 at 2:52 pm

    Hi,

    I have created a bug report in the WordPress bug tracker for an issue which could result in aggressive and/or buggy caches returning data from one user to another. There is a proposed patched attached to the ticket which will hopefully prevent the issue. We hope for the change to be in WordPress version 3.2.

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