The original post: /r/usenet by /u/MrLanids on 2025-01-02 07:47:56.
TLDR at the bottom if you just want the question without the backstory/context.
I've hit the point of wanting to tear my hair out and I figured I should ask here to see if anyone has advice.
I got an Eweka account years ago. It was throttled to 300 megabits/sec - their "high speed" account, i think it was called.
A couple of years ago, I upgraded it to the new "Unlimited Speed" tier when I re-subbed for the year. I noticed I didn't get faster speed, but chalked it up to the fact that I'm in the US and they're in the EU, plus 300mbit is good enough, and I had another provider carrying a lot of my load. (I have gigabit fiber as my internet.) Note, I am not saying I get "around 300 megabits/sec," I get precisely 300. Downloads start off a little above and quickly throttle down to exactly 300mbit over a 2-5 second period.
Back in November, I helped a friend set up his new Usenet setup. He chose Eweka as a provider and is using identical hardware to me. Imagine my surprise when he got 940 megabit/sec download.
So I triple checked my account and yep, mine was the same as his; unlimited speed, etc. My setup happily gets 900-940 megabit/sec from my other providers, so I'm not hardware limited.
I did some searching and found where people have said they had the same issue - upgrading from high speed to unlimited speed didn't work, and they had to contact support to get a resolution. So, that's what I did, back at the very beginning of December.
When I got the email back from Eweka about my ticket, their own auto-generated summary of the ticket included my account name and tier, and it indicated I was on a 300mbit/sec account. BINGO!
Now the problem.... they won't answer my ticket. They took a week to reply the first time, asked for network diagnostics (meaning they never read the ticket itself). I provided the requested info and asked they check that my account was flagged in their system properly.
Two weeks later, I got another response (on Christmas day!) asking if I was still having issues. I got a survey *immediately* afterwards asking how they did resolving my issue.
I replied to that, indicating that I'm still throttled.
Today (Jan 1), I got another auto-generated ticket asking if my issue was resolved, followed by my ticket being closed. When I replied to the email, it generated an entirely new ticket with a new ticket number, starting the process and clock over. I've literally suggested they just delete my account and give me a brand new one with time equal to what I had, since that would likely fix the issue, but no response. It's been a month now, I feel I've been patient and understanding, but this is getting absurd.
I'm at my wits end here; I don't know how else I can get in touch with them or get a human to simply read the support info I sent. Does anyone have any thoughts or suggestions on that?
TLDR: Eweka support seems to be closing my tickets without addressing them or reading them; it's a very simple account issue on their side that other users have had in the past. I'm hoping someone has advice or resources to contact them some other way.