I honestly don’t know what residents at Collegetown Terrace are supposed to do about the Internet situation anymore.
Since moving in, FiberSpark has been incredibly unreliable. I’ve experienced repeated complete outages, severe packet loss, and huge jitter, especially in the evenings. There have been times when the connection is technically “online” but is basically unusable for gaming, Zoom, or even normal Internet use.
I’ve done a ridiculous amount of troubleshooting at this point. I’m using wired Ethernet, not Wi-Fi. My connection to the local gateway can be completely stable while packet loss appears immediately upstream and continues to the final destination. During one outage, I was seeing around 87% packet loss to Google while the local gateway still had 0% loss.
What makes this even more frustrating is FiberSpark’s customer service. I’ve sent them multiple tests, screenshots, WinMTR results, and repeated follow-up emails. They’ve acknowledged that there are broader network problems, but I still haven’t gotten a meaningful explanation of the cause, what exactly they’re doing to fix it, or a realistic ETA. Lately they have barely responded to my follow-ups at all.
So I tried to solve the problem myself. I was willing to pay for Spectrum out of my own pocket and keep FiberSpark as-is. There is already a coax outlet in my apartment. Spectrum sent a technician, but the technician needed access to the building’s communications/mechanical areas to trace or activate the old coax connection.
CTT told me they would not allow the Spectrum technician access, so I ultimately had to cancel the Spectrum installation.
That’s the part that really gets me. If the Internet included with the apartment were reliable, fine. But when the provided ISP is having repeated outages and severe packet loss, residents apparently also can’t independently pay for another wired provider to get a reliable connection.
At this point I’ve literally had to use my phone hotspot because it is more usable than my apartment Internet.
For the amount of rent CTT charges, I really don’t think “use your cellular hotspot because the building Internet doesn’t work and you can’t install an alternative” is an acceptable situation.
Has anyone else at CTT been dealing with the same FiberSpark outages/packet loss? I’d especially be interested to know if people in other CTT buildings are seeing the same thing.