Review by ke4pym 
UPDATED: 301 days ago
member for 5.2 years, 2691 visits, last login: a few hours ago
 Charlotte,Mecklenburg,NC
 $60 per month
 "Normally fast downloads, excellent availability"
 "National Support is next to worthless"
 "We need competition"
| Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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1/09 - Since TWC was finally able to resolve my horrible speeds by moving my neighborhood to a new hub things have been solid. They added SpeedBoost to those with the Turbo package. Max download from that I have seen is around 21Mbps. Though it usually is in the 15-18Mbps range.
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1/08 - Uploads STILL at 384kbps. Tonight I notice that my downloads are very slow. 500k down/350k up (which is normal). Call and speak to the national help desk. Long story short, they refuse to help me.
I've been a RR cable customer for 10 years. I know how to do the basic troubleshooting steps. So, I complete them. Still, slow speeds. The first girl I speak with is looking at my cable modem and resets it. Before I can tell her not to do that the call is dropped (using Packet 8). I wait for a bit, hoping she'd call back. No dice. So I call back in and reach girl number 2. Oh boy. Next time I call, I'll remember to explicitly say I don't have a router. She wants me to disconnect everything (never mind that the call will drop). And hook the PC up directly to the cable modem.
She won't look at the signal strength or anything without me completing that. I tell her about the last girl helping me without issue. She goes on and on (very quickly too) about all the things they want to do (never mind I work around PCs, servers and networks for a living). I told her to escilate me. Her supervisor comes on the line and basically says the same thing. I ask "how am I supposed to disconnect my phone and still talk to you to hook something directly to the cable modem?" His reply? "Call your VoIP provider". I about went berzerk. I have never, ever had such pathetic support as I did tonight. I finally get him to get me to the local office. Person I speak with there is very nice, checks my modem, wants to reset it but I ask her not too. Checks a few more things and schedules a truck roll.
I'm ready to turn all my services off if this is how tech support is going to be.
1/07 - Our uploads still remain at 384kbps. I usually see around 360kbps in tests here. Service is solid as a rock and has very high uptimes. Otherwise, review below remains true today.
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I signed up for RoadRunner in the spring of 1998. I was one of the "Early Birds" as they called it then.
Advertised service is 5 megabits-per-second down, 384 kilobits per second up. I usually see 4.2 to 4.5 megabits-per-second down and 361 kilobits per second up using BBR's speed tests. The results are consistent throughout the day.
With the exception of DNS issues that cropped up in March when RoadRunner raised the download speeds, my cable modem has been solid (read: telephone uptime solid) for a couple of years now. The last outage was in 2003 when we had one of the worst ice storms this region has seen (that storm even knocked down telephone service for a couple of days).
I've upgraded modems a couple of times and am currently using an AmBit modem. The first one I got was defective, so a quick run to one of the local offices fixed that problem.
My only complaint with RoadRunner is the slow upload speed. This is the age of individual content creators. It's more than "running servers". VoIP, gaming, sending video to friends, webcams and the like take bandwidth. It's high time RoadRunner upgrade our upload speeds to a minimum of 768 kilo-bits-per-second as basic service.
Followup comments:  ramsiny
join:2003-11-20
Staten Island, NY
|  TWC Level 3 (aka National Support)
By the way, local support in Staten Island, NY were very polite and are to be commended.
To ke4pym, I'm glad you finally go your connection speed resolved. | |
|  | CptGemini
join:2004-11-29
Corpus Christi, TX
2 edits | Re: TWC Level 3 (aka National Support) I have to agree, ever since they moved it to where all calls go to the call center, their support has gone down hill. The Local support however was always the best but I guess in an effort to save money they quit allowing local calls direct to the offices.
I am thankful that I dont have any problems here in my area, I am on a good node. Though if I do have to make any calls I am one of the most persistant son of a bitches they might ever meet, I am one to stay on the line with them until I get the answer or answers that I am looking for.
They need to hire some people that speak better english too and not a bunch of complete retards that seem pretty much like scripted robots.
I did used to have packet8 some time ago when I had to make call to tech support and they rebooted my modem when I was on the line with them and my call never got dropped, it just went silent for the duration the modem was rebooting. I canceled my service 2 months before the contract was over because after some time I started getting a bunch of packet loss and overall poor quality of service. | |
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