Review by ymhee_bcex 
UPDATED: 209 days ago
member for 3.6 years, 165 visits, last login: 1 days ago
 Tarzana,Los Angeles,CA
 $30 per month (month by month)
 about 7 days
 "high speed for low price"
 "DNS outage lasting for two days already"
 "mediocre at best"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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I've had Time Warner Internet for several years. This review applies mainly to the problems that I've been experiencing for last 2-3 days
Something happened with Time Warner DNS servers several days ago. The recording on support line says "if you have a problem with Internet or VoIP - we know about it, it's a region-wide problem, technicians are working on it. No other information is available".
I changed my settings to Static IP and third-party DNS servers, and it is working... so it *is* DNS problem on their end. I wonder, how long does it take to set up a failover DNS server!
UPDATE May 1, 2009: I had several hours of DNS Server outage again. It took me 40 minutes to convince the tech support that it is DNS problem (and I spoke with 5 of them, and 3 of them asked for my social security number). Seems like if nslookup google.com doesn't work, and nslookup google.com [other DNS server IP] works fine - it should be the end of conversation.
On the upside - after every DNS outage (and it's the fourth in the last six months) the speed goes up. Today, it jumped from 10MBs to 13MBs. Well, maybe it's not a big price to pay!
Followup comments:  cmhuber
join:2001-11-16
San Diego, CA
 ·RoadRunner Cable
| DNS errors for more than a month We have been essentially down for 48 hours in San Diego with the same issue. However, the DNS server failures have been occuring here for more than a month, but only late at night until these last two days which has obviously been a total breakdown. We called tech support and explained our findings to Tier 3 techs (TW Business Service AND Residential) but everyone just wanted to blame our hardware.
We have a database app that sends some packets to a website every 30 seconds. It shows a DNS error (unable to resolve domain) about 12 times each evening, at scattered times throughout the night. In the past two days, it is showing more than 300 errors each night. Again, this has been going on for more than a month. Even after showing them the log files of the erros, TW continues to blame hardware on our end. Ridiculous.
When I called Tier 3 techs at the Business Support office today, the guy actually wanted to trouble shoot my modem and was totally unaware of the chaos that had been occuring across all of So. Cal (and Hawaii) for 2 days. TW really is pathetic. Aren't monopolies just great? | |
| 
ChrisAW211
join:2002-09-02
Anaheim, CA
| TWC It's been 5 days now. I've gotten nowhere on the phone nor with the Analyst chats available on Roadrunner.com. Here's an excerpt of my last chat dated about 4 hours ago:
MOD
Modem provisioning is down in your area. That is the reason we are facing the issue.
MOD
We are working hard to fix the issue.
ME
I think I've done my share of calling, chatting, troubleshooting, and worrying- I should practically fall under TWC's payroll! ha. I've had a phone tech do a remote reboot, which was pretty nifty. It was nifty that he could remotely control my modem but could not remotely fix my connection. He was actually one of the coolest service tech's (analysts) I've ever spoken to on the phone! But he had no information to provide. No reason for the outage. No ETR, just a discount.
…
MOD
Chris, we don't have the update for the time frame.
MOD
But most of the Los Angeles part is effected.
Me
So hypothetically speaking- it COULD be a month?
Me
It could be tomorrow?
Me
but it's all a 'crap-shoot' in the end. lol
…
I get the runaround…yet again.
MOD
I can understand that the frustration, but do understand that we are trying to fix it since we don't wan to lose our valuable customer.
MOD
Your ticket number is XXX and their contact number is 1-888-TWCABLE (1-888-892-2253)
MOD
Just refer the ticket number and they will provide you with the information.
I call and tell them the Chat Analyst told me to call to get more information. The Operator I got asked me what I knew- then told me there was nothing beyond that- she could share and I had the same amount of knowledge as her. I’m sad. | |
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woofzer
@rr.com | Im having the same problem it IS a DNS problem. I was having the same issues on my home network, and changed the dns on my router to those of opendns and wala! back to normal. that still doesnt help timewarners crappy service. | |
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