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Time Warner Cable page on DSLReports
Six Month Rating

Reviews:
bullet 3084 reviews (1814 good) (623 bad)
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Review by frozen_old See Profile

  • Location: Green Bay,Brown,WI
  • Cost: $39 per month
  • Install: about 4 days
Good "sucks"
Bad "VERY Unreliable, bad ping times, only getting slower"
Overall "It sucks, I would have stuck with SDSL if i could afford it..."
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(ratings match consensus)

Service: Roadrunner (sucks)
Install: self-install

I hate roadrunner, ping times are not good (most of the time).. Dynamic IP address with no dns access suck, Tech Support can't even answer my questions, it is VERY unreliable, in fact my connection dropped about 15 minutes ago, i reset the modem and it still didnt work until about 5 minutes later. I can't think of a single time when my SDSL line dropped.

The service was great for the first few days, I loved the downstream compared to
my 768k SDSL.. The 375k upstream kind of sucks though.. I've had the service since early August, and it's only getting worse........

member for 13.4 years, 12 visits, last login: 13.1 years ago
lodged 13.4 years ago

Comments:

Review by twalker294 See Profile

  • Location: West Monroe,Ouachita,LA
  • Cost: $45 per month
  • Install: about 10 days
Good "excellent speed, very reliable connection, quality equipment"
Bad "tech support is pretty pathetic"
Overall "most definitely worth the $45/month, speed is exceptional"
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I have had my RR cable service for about 3 months now and I couldn't be happier. It is VERY fast with very little noticeable slowdown during peak hours. The installers were very knowledgeable and friendly and did an excellent job of installation. They even put an extra cable jack in my home office for a cable TV. The cable modem is a General Instruments (Motorola) Surfboard SB3100 which works like a champ. My IP is dynamic, although it is usually the same. I would highly recommend RR to anyone in this area. It is most definitely worth the price.

member for 13.4 years, 144 visits, last login: 3.4 years ago
lodged 13.4 years ago

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Review by jlsports See Profile

  • Location: Muskego,Waukesha,WI
  • Cost Contract price not specified.
  • Install: about 10 days
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I must be the only person who has a bad install with Road Runner. The tech came out and installed everything in about 45 minutes. Everything seemed to being going great. I show him out to the door and then come back to try my brand new high speed access. I get to the computer and I have no internet access. So I am thinking that something is down so I wait, and I wait, and I wait. Finally I call tech support and after about 1 hour we come to the conclusion that I have a bad modem, but luckly they can get somebody out to replace it. So a new tech comes out and I explain to him that it is the modem, but this guy decides that he his going to check the line coming into the house, and in the process of doing that he kills the line. NO CABLE SIGNAL AT ALL... I now have to wait 4 days just for them to fix the cable and then another 10 days for them to come out and setup Road Runner. I am not a happy camper

member for 13.4 years, 40 visits, last login: 13.3 years ago
lodged 13.4 years ago

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Review by ibismojo See Profile

  • Location: San Diego,San Diego,CA
  • Cost: $59 per month (month by month)
  • Install: about 7 days
Good "Fast, much faster than Earthlink's DSL. Had to wait very little."
Bad "Cable modem has always been flaky for me, but we'll see, no static ip."
Overall "I'd go cable, unless if DSL had something you couldn't turn down."
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After having Earthlink DSL for the summer, I realized that my new house I moved into had a crappy phone connection, couldn't even connect at 288 when I usually get 48-50. So that wasn't a good sign for DSL. I still went ahead and called Earthlink to see how soon they'll be able to install my DSL line in. They said about three weeks. That's three weeks too many for me. I called up Time Warner's Road Runner service, they told me I'd get cable modem in 8 days. I said, "excuse me, did you say 8 days?" Well, I was pretty much sold right there. Monthly service is 49.95, I don't have cable tv. and 10 dollars more for two more IP addresses for a total of 59 dollars a month, no contract. Connection speed is somewhere in between 2-2.5mbps for download and around 256kbps for upload. Very nice. Here's the weird thing, they called me to confirm my appointment, and they asked if I wanted a weekend install, I said sure. So now instead of waiting 8 days, it's 6! The installer's were on time, and friendly.

Anyone living in San Diego, Time Warner's Road Runner service is very cool. If you can't get Earthlink or can't wait for Earthlink, I'd strongly suggest Road Runner.

member for 13.6 years, 17 visits, last login: 13.4 years ago
lodged 13.4 years ago

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Review by Gunslinger0 See Profile

  • Location: Columbus,Franklin,OH
  • Cost: $39 per month
  • Install: about 4 days
Good "blazing speed, reliable"
Bad "none so far"
Overall "worth the money"
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I was in the market for a DSL and had finally convinced my wife that it was the best way to go until I attempted to get the service. "Sorry Sir. We should have lines up and running in your area sometime in 2001." Well I'm not a very patient man so I got Road Runner instead. I haven't had a single problem since day one. And it's faster than all of the DSL providers in my area.

member for 13.7 years, 53 visits, last login: 9.1 years ago
lodged 13.4 years ago

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Review by mantecac See Profile

  • Location: Manteca,San Joaquin,CA
  • Cost: $40 per month (month by month)
  • Install: about 5 days
Good "Easy to deal with, fast installation"
Overall "Always on reliable connection you already have access to!! No Waiting for the Telco"
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I ordered the cable service on a Monday morning - I was up and running Thursday afternoon. In 3 months I have only had one or two outages for an hour or so tops. I use the internet for EVERYTHING including work and I can't beat the speed or value of this service. Test running..........
** Speed 1472(down)/279(up) kbps **
(At least 29 times faster than a 56k modem)
Logging result
Finish.
This is the result of the test I ran tonight, it's peak time I never get a slowdown like the ads say. I've talked to a few people in my area with roadrunner and I haven't heard a bad word at all!!
I totally reccomend upgrading to cable internet today - you wont be sorry like you would with DSL, I'ts just to bad small buisness can't get cable access easily because DSL sucks for them.

member for 13.4 years, 1 visits, last login: 13.4 years ago
lodged 13.4 years ago

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Review by evolvedant See Profile

  • Location: Staten Island,Richmond,NY
  • Cost: $39 per month
Good "Installation free, included free ethernet card, free cable modem with installation, first month free!"
Bad "Node was down at first, but was back up in 3hrs."
Overall "DSL = Expensive + Slower | Cable = Cheaper +Faster"
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I can't get DSL..too far away, plus it costs $600+ for installation!!! NO JOKE!

Staten Island Cable NY brings RoadRunner. Free installation, only $39.99. I get it and get Speeds of 2000/300 on average. Im happy. (Especialy since I used to only connect at 26400bps on my 56k modem due to my phone lines being done so cheaply!) My ping is around 24 in game servers!! I can go on and on about more stuff that good about RoadRunner, but Im tired. Off to bed I go!

member for 13.5 years, 4 visits, last login: 13.4 years ago
lodged 13.4 years ago

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Review by Alanb27 See Profile

  • Location: Amherst,Lorain,OH
  • Cost: $39 per month
Good "Fast at First"
Bad "The Big Hitch"
Overall "A good servie somehow gone bad, at least for now."
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If you want to hear a real horror story of my experience with AT&T's
(formerly MediaOne) Road Runner service in the Amherst, Ohio, area, then
stick right here.

It was over a year ago that I got my Cable Internet service connected. All
went well, in fact very well, until March of this year. Then all of a
sudden I noticed some very slow speeds. I called MediaOne support and they
told me that they were having a low bandwidth problem in my area and I
should expect a fix in about a month.

A month passed, then another and another. Now it's July and still no fix.
In the evenings I'm getting speeds around the 56k range. I call support,
they explain to me that there have been problems in finding a bandwidth
provider. But one has been secured and by the looks of it the end of August
will be the time for the fix.

In the meantime I'm still getting excruciatingly slow speeds. Pings to
people that I used to get in the 80s are now topping off at the 1000 range.

I then decide to start sending support 3 email messages daily, complaining.
I attach images and screen shots showing my slow connection speeds.

I get absolutely no reply.

I call tech support. At times the support person knows of the problem, at
other times he doesn't. Then I begin a serious email campaign, sending this
time 2 meg files along with my angry posts. I finally get a response
telling me that if I continue to spam tech support I will be severed from my
service. I lay off the big files but continue in a flurry of one week's
time to send email after email. In that one week I sent tech support 60
email messages, along with screen shots of my slow speeds.

Still, I get no response of any substance from anyone. I call tech support.
While one guy informs me that he knows nothing of the bandwidth problems
occurring in my area, another tells me that the problem had been prolonged
because the local telephone company accidentally cut into AT&T's cable
lines. It goes back and forth, with every story a different story.

Then I finally hit on using the chat site at the Cleveland Road Runner web
site. I talk to a support person there, who says he knows absolutely
nothing of the problems I say that I'm having. Once again I cannot believe
what I'm hearing.

I decide to email the transcripts of the chat session to tech support.

I get an immediate reply. But things are fuzzy, and what tech support tells
me via email contradicts what I was sometimes told on the chat site.

Then I do the chat thing again, and I get just about the same response: "We
know no think!"

Two days later I get a call from a AT&T representative in charge of Internet
services. He apologetically explains everything to me. I get three-months
credit (on top of the two I already received), and am told that by the end
of October things almost certainly will be fixed.

In the meantime my anger cools, but evenings after evenings the slow speeds
begin to again gnaw on my sense of fairness.

I got to the only site that results in immediate results-- Chat!

And this becomes the Coup de Grace. I enter and the formality of the moment
begins.

"Hello, I'm Bob, your Road Runner Technical Support Person. How can I help
you?"

I ask, as I always ask, "Are you aware of any extremely low bandwidth issues
occurring in the Amherst, Ohio, area?"

Bob responds, rather curtly-- "let me check my records."

Returning, Bob delivers the now quite familiar refrain that there is no
record of any such problem.

I then ask for his supervisor, and this conversation, taken directly from
the chat transcripts, ensues:

Agent Brent D: Hello, this is Jason. A supervisor at the National Help Desk.
How may I help you?
ME: Are you aware of the low bandwidth issue in Ohio?
ME: ... with Road Runner, that is.
Agent Brent D: We have not been informed of this problem as of yet. How have
you come across this?
ME: You're kidding?
Agent Brent D: We are not in your area sir. There may be a problem that is
being taken care of in your area.
ME: It's been going on since March of this year. Very slow speeds during
peak hours, 6pm-midnight, daily and weekends.
Agent Brent D: That we have not been informed of yet.
ME: It's a Road Runner issue and you guys work for Road Runner, right?
Agent Brent D: We do not have any known issues that have been going on since
March of this year.
ME: Do you deal with customers you service in the Ohio area?
Agent Brent D: At the National Help Desk we deal with Ohio customers through
Chat and Email.
Agent Brent D: We have offices in Ohio as well.
Agent Brent D: That deal directly with customers in the Ohio area.
ME: This is the National Help Desk?
Agent Brent D: Yes it is.
ME: So you deal with Ohio customers, then?
Agent Brent D: Yes. Through chat and email support.
ME: So why is it that you know nothing of this issue?
ME: It's not like I'm making this up, trust me.
Agent Brent D: There is another affiliate in Ohio that has been experiencing
a problem for about 2 weeks between 6 and 10pm.
ME: The help desk number-- when I call it, is that the same location as
this?
Agent Brent D: No it is not.
ME: No, seven months.
ME: I see.
ME: When you say "affiliate", what exactly do you mean?
Agent Brent D: Road Runner is available in a number of areas.
ME: As it is in my area.
Agent Brent D: It is just another area that we provide support for.
ME: Is there any way right now that you could ping me?
Agent Brent D: Yes I could. Can I have your IP Address please?
ME: 24.30.9.27
ME: I'm wondering, is the ping a bit high?
Agent Brent D: Yes it is. Now there may be an isolated issue with yourself
that we can look into. But there has not been an ongoing affiliate wide
issue for 7 months.
ME: That's not true.
ME: Do you know a man named David Childs, by chance (I think that's his last
name)?
Agent Brent D: Sir. We would know if there was an affiliate wide issue that
has been affecting our customers for 7 months.
Agent Brent D: No I do not. Sorry.
ME: Apparently you don't, thouh.
ME: Can you get to the Cleveland Road Runner site?
ME: Or should I give you the address.
Agent Brent D: I cannot access it from where I am.
Agent Brent D: How are you aware of this problem apart from you having slow
speeds yourself?
ME: I've talked to plenty of people.
ME: I can call the help desk number and most of them know about it.
Agent Brent D: So when you call the help desk, they all tell you that we
have been having a problem for 7 months?
ME: I've talked to a representative of Road Runner/AT&T and he certainly
knew about i.
ME: Yes.
ME: I know how long it's been going on, and I'm not kidding when I say it's
been seven months, since March.
ME: In fact, I've gotten three months credit to my cable bill because of it.
Agent Brent D: I believe you have been having the problem. I do not mean to
sound like I do not believe you. We have just not been informed of the
problem, believe it or not. I just want to figure the problem out and do
whatever is possible to help.
ME: I realize that.
ME: And I know that you guys don't know. This is the third time I've been
here and no one here knows about it.
Agent Brent D: I am obviously going to have to get in contact with someone
in your area. And inform everyone here of the problem.
ME: Well, the deal is that this is supposed to be finally fixed by the end
of this month. And I wondered if it was finally going to happen.
ME: That was my primary purpose for coming here.
Agent Brent D: I do not have that information available to me unfortunately.
Considering we did not even know about the problem. Which is something I am
going to change.
ME: Well, thank you for your time. Believe me, my connection has been
terrible. Oftentimes I get speeds slower than a 56k.
Agent Brent D: I will contact the appropriate people in your area to find
out what has been going on and appreciate your patience in this issue.
ME: Again, thank you for your time. Have a nice evening, sir.

And at the end of this session I nearly pass out from laughter and despair,
knowing that someone's rear is on the line.

I've since sent this transcript to support. I now believe and am almost
certain that AT&T has not told Road Runner a thing about this issue.

I'm expecting a call come Monday.

Alan Bernardo

member for 13.6 years, 44 visits, last login: 13 years ago
lodged 13.5 years ago

Comments:

Review by DRLev See Profile

  • Location: Austin,Travis,TX
  • Cost: $44 per month
  • Install: about 3 days
Good "When it works it is great"
Bad "4 cable modem failures and replacements in 3 months"
Overall "I will change ISP's within the next month if I do not get better service"
Pre Sales information:
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Connection Reliability:
Tech Support:
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Value for money:
(ratings match consensus)

The installation occured within 3 days of ordering. Everthing was quick and easy. I though I was going to be very happy with the service, RoadRunner supplied the ethernet card and the cable modem, There was no installation charge.

I have been a RoadRunner Subscriber for 3 months. In the first two and a half weeks I used the service I experinced down time for an hour or more on 7 or 8 days. Eventually the cable modem was replaced. This didn't last long. In the 3 months I have been subscibed the cable modem has been replaced 4 times. I consider this an absurd failure rate.

When the cable modem needs replacing it is because of a total failure to establish connection. I have no service for an entire day. The tech usually arrives after 6PM. It is usually after 9PM. Last night when the modem was replaced he arrived after 10:30PM.

Before the modem fails I usually experience a few days of erratic connection. Eventually my connection speed will drop to a speed resmbling a 28.8 dialup modem or slower.

The tech that appeared came last night is the 1st to go outside and check the cabling. He told me it needs replacing and the the installation was below standard. There are 2 splitters between the cable modem and the drop point. The cabling will be replaced tomorrow. Soon after the cable modem (Motorola) will be replaced with a Toshiba DOCSYS.

Hopefully this will fix my problems, but I am still peeved that it took them 3 months to discover what the problems are. If the problem is resolved I will update this report. If not I will be back in a few months writing a review of another ISP.

The SMP server has been down 3 or 4 times since 1st subscribed. The DNS server, or at least the resolving the URL to the IP address of a site seems sluggish. My dialup connection seems to open a socket faster than RoadRunner.

Update:

My connection speed has been better for the last 2 weeks. It is usually at least 1800 kbps, but it is most often in the high 1900's or around 2048 kbps. After 2 weeks of frustration, changing equipment etc. the problem with my connection was finally found in a network router. If all remains as is I will be a happy camper.

member for 13.5 years, 226 visits, last login: 5.9 years ago
updated 13.5 years ago

Comments:

Review by KenReilley See Profile

  • Location: Austin,Travis,TX
  • Cost: $39 per month
Good "Instant connection, always connected, affordable, fast"
Bad "Haven't found a bad point yet :)"
Overall "Great value, great service, in the words of Tony the Tiger, "They're grrrrreat!""
Pre Sales information:
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(ratings above consensus)

From the phone call to Time Warner to my first broadband websurfing, it was a total of about two hours. Ordering and installation was less than 30 minutes, most of that downloading the correct driver for my ethernet card. I was amazed, i tried to get Southwestern Bell DSL, but first i had to wait two weeks, then i had to sign a contract, then buy the dsl modem (i need external, so it was extra) then MAYBE it'd work. Has everyone gone loco? Cable is the answer. I've yet to get any downtime, and the slowest that I've tested is 1619/267. I live in a very highly populated area which also happens to have a high density of cable modems (University of Texas area), and I was warned even by Time Warner that there may be some slowdowns, yet, i haven't seen any. Heck, i even have my modem connnected to fifty+ feet of cable because i don't have a jack in my office. I am purely amazed that anyone would say what i'm getting sucks. From what i've heard of dsl in the past month or so, I think i'd rather have dialup than dsl.

kenreilley@austin.rr.com

member for 13.5 years, 4 visits, last login: 13.5 years ago
lodged 13.5 years ago

Comments: