You actually got a valid answer over the phone from an ISP? One in a million.
Not exactly, I'm not confident the DOCSIS 1 was the problem, I think that was a bad answer. But yeah I was surprised they told me the truth about my network lag due to being on a lower service than they even offer. I think the only reason they suggested upgrading my service was because it's now $45 a month versus $30
But for working internet, that's an acceptable price for me, when most people are paying $60 for the same service.
And it is pretty rare to get valid info from an ISP's tech support. I've had so many issues with different companies over the years, and being a tech saavy person myself (network/system administrator) I'm able to tell them when they are wrong or doing something that is screwing me over, but they typically don't do anything to fix it. In the early 2000's our network would lag in the evenings (due to people using the internet all at one time in the neighborhood) and over a period of a couple months I took screenshots of trace routes and ping tests and literally called them once or twice a week to bitch about it (explaining I was not getting the throughput I was paying for, and it was unacceptable and they would either refund my money or provide the service I was paying for). After about 2 months of calling every week (sometimes more) they finally admitted that they needed to boost the bandwidth to our network hub.
