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Today a tech finaly came out to check on the service. I have been calling them about the slow speeds since I switched from Bellsouth to Knology in November after trying for months to get 4mb service from BS with no luck. The speed was no faster then with BS so I started running tests every couple of days and never got above 1.4mbs. So today the tech came, checked things out and called me at work. Basically this is what he said: "there is nothing wrong with your service. This past Wednesday we were told that a new ATM and CMTS were on order and should be installed around April (the ATM) and the new CMTS some time after that. This is what is needed to resolve the issue." He went on to explain this has been a problem for some time and that there are more then 800 service tickets open because the issue is un- resolvable. On Wed. tech's were instructed to close out these tickets even though there is no resolution. He continued to explain that the CMTS currently serving Prattville uses cards designed to connect to 200 customer modems (supporting up to 4mbs). But that Knology has continued to add connections beyond this capacity with an average card now support approximately 400 modems. Customer service has done nothing but give me the run around. So I have sent a letter of disgust to the FCC and have begun to vigorously document the continually disappointingly slow speeds using the Knology speed test. When I asked for an ongoing credit until the issue was resolved I was informed that that was not possible, and that it was my responsibility to monitor the quality of the service and contact them in the event that I wanted any sort of credit. Beyond that I am not guaranteed 4mbs service, but instead the service may be as fast as up to 4mbs. So in closing, I pay for 4mbs service that is not possible to deliver. They continue to role out 4mbs service knowing that they can not deliver this. As a business owner I would be out of business and sued into the next lifetime if I tried to charge for something I knew I couldn't deliver, and then delivered less then half of what my clients pay for. How is it possible that the FCC and the state of Alabama allow such business practices to continue unabated? (review was emailed from domain dcvistudios.com) lodged 17.1 years ago
Telephone - No issues, a GOOD service TV - Comes and goes, some low channels just quit working but I don't watch them anyway. I have had several service interuptions lasting a few hours but nothing bad. Internet - The main reason I went with Knology was for the value. The advertised speeds do not exist unless you surf between 3am-7am, then they evaporate and go to 300kbps down. Upload speeds seem to be always good and consistant. From what I hear no other internet service in Montgomery is any better. Still not acceptable. I will switch as soon as I hear another operator has fixed their bandwidth issues. Tech Support well is ok, the people I have spoken with are nice and informative, never had them not show up but I guess my biggest gripe is with the people who don't talk to the customers like the engineers who design their network, they are obviously clueless. With all the complaints about their bandwidth problem you would think they would get bigger pipes to support their advertised speeds. Getting about 1/6 of advertised speeds is unacceptable. They advertise depending on service between 4Mbps to 7Mbps down. Durring the day one is lucky to get 500kbps down no matter what service they subscribe to. member for 19.2 years, 26 visits, last login: 14.5 years ago lodged 17.1 years ago
I actually knew a tech personally as a friend. He moved my install date to the day after I called him. He would have done it for me the day I called Knology, but couldn't get in the room with the new modems that support 7MB. My install date would have been a little over a week. -Update Knology is going downhill fast. My speed is dropping to around 900K down each night around 6PM. This is not acceptable. Tech support people just keep reading from the same script and offering no solutions. They want to send a tech out, but nothing here is broke. During the day speeds are 7MB or more down. It is something with the network at peak times. It seems they do not care and do not want to fix. I think they oversold their service and cannot support the userbase. member for 18.4 years, 118 visits, last login: 3.2 years ago updated 17.3 years ago
Get this guys. My speed is 2100 Kbps Down and 495 Kbps Up. Its prime time. At 3am my speed is 6500 Kbps Down and 495 Up. Knology has these TV commercials talking about how great this service is for gaming. They say, "7000 Kbps of fast gaming with, The Edge". Well, I think that should be against the law. You call tech support and all they can tell you is to unplug your modem. Then they direct you to a speed test. LOL....They say, no problem on our end. Must be your computer and/or modem. They must think I just dropped off a turnip truck. I really think the tech support they have gets paid minimum wage. I think they should just send it to India for all the good they do. At least as far as I am concerned. Why cant they just say they over sold and be done with it. I am really thinking about sending a report to the B.B.B. about there business practice of selling what they don't have. And lying on commercials. The only reason I keep them is because I do not want to go back to a 56 K modem. However, that would be more consistent than "The Edge". Knology, if your listening, you have a very Unsatisfied customer here in Montgomery. The Edge is Not Worth the money. Not even close. Take Care, Lester40 member for 22.2 years, 633 visits, last login: 65 days ago updated 17.6 years ago
I switched from Comcast to Knology many months ago because Comcast's download times and reliability were so bad. About the only good things that can be said for knology is that they have pretty good download times and their network is usually up. I get download speeds of about 2.5 Mbps (their advertised rate is 3Mbps). Network outages have been rare. Installer was good, but knology didn't tell me in advance that they would want to add more wiring beyond what I already had from Comcast. Customer support is terrible. They will assume the problem is with you and will get you to reconfigure your computer while they fumble around looking for an answer. A case in point was when the MAC address they had configured for me mysteriously changed and I suddenly lost service. Their lower tear support are basically useless and their second tear support assumes you're a complete moron. I've learned that when there is an outage, it's best not to call them (ie: let someone else do it). The problem is most likely on their end and they'll eventually fix it themselves. The biggest problem I have with knology is that email is delayed from minutes to days and this has been going on for many months. This is the case for both my computer as well as my wife's and even when I send a message to myself!. I don't know where or why they store email, but I just found out that they are rejecting messages sent to me with a notice that my account is over-quota. Note that nothing was ever sent to me about being over-quota, just the sender. I just happened to stumble across it when I sent a message to myself while checking out the delay problem. My Outlook Express checks for mail every ten minutes and as I write this, many of the messages I'm receiving now were sent yesterday. Whatever happened to the days when e-mail was almost instantaneous? Finally, while download and ping times are good, my connections to specific game servers are more laggy than other locals seem to get with Comcast. As of this date, I complained once again about the email problem, but I suspect I'll either be changing back to Comcast soon or get e-mail service from someone else. I spend a ton of money with knology each month on their digital TV and cable modem. From what I've heard, Comcast has now fixed many of their reliability and speed problems and their rates are lower. Update - 7/15/04 Since I wrote the review I am now aware of other local knology users who are experiencing the same email problems (and none too happy about it). Since knology has actually lost and rejected incoming email messages of personal financial transactions, I now collect incoming email directly from my web host. Since bypassing knology I no longer experience any incoming email delays, rejections, or losses. Of course, my outgoing mail still goes through knology so I'm probably still vulnerable. As in the past, no response from knology as to why the problem is happening or what they're doing to fix it. That, in fact, says more about them as a company than the actual problem itself. Also since the review, I found out that BellSouth offers 3Mbps in my area so that makes for another alternative. Maybe BellSouth has email that actually works. Update - 12/17/04 Well, after testing Comcast for about a month, I've decided to cancel my knology service. While knology is generally ok as a simple bandwidth supplier, their long ping times and the unreliability of their email make it less than attractive to gamers and people who conduct a lot of finanical transactions over the net (ie: online shopping). Knology ping times to my game servers are about twice what they are with Comcast. As for email, it's pretty pathetic when you get greater reliability from free email services like yahoo and hotmail than you do from your ISP. When someone sends me a message I don't want the message to get delayed for days, lost, or the sender to get a rejection from knology saying I'm "over quota" (at the same time as knology's server is telling me that I have no messages). I'm also tired of mysterious happenings like the physical address they have for me suddenly changing or my outgoing email suddenly being blocked for no apparent reason. Their customer support is a study in ignorance and one can only wonder if it's sole purpose is to function as an impenetrable shield separating their more knowledgeable technicians (assuming they have any) from their customers. The sequence of events in any support call seems to go something like this: 1. They string you along through a cat and mouse menu system that often asks the same question more than once. 2. They then put you on hold so you can listen to knology advertising for ten or twenty minutes. 3. Then the call is suddenly dropped. 4. Repeat steps 1 and 2. 5. Then you finally get connected to someone in a different state who asks you a series of questions to "verify your account". 6a. If your problem is complete lack of service, they assure you that you're the only one affected in the area and then take you through the modem reset ritual (unplugging it for xx seconds). Then check to see if they can connect to your modem. 6b. If your problem is with anything other than complete loss of service, they assure you that your computer must be the problem and go through a series of configuration checks many of which have no apparent connection to the problem. 7. They issue a case number and offer to send someone out provided you take off work at least half a day to be there when they come. 8. When you later call them back about the same issue (again repeating steps 1 and 2), they connect you to someone else who asks you to explain the entire problem to them all over again. That person then proceeds to tell you that the first person you talked to was wrong and goes through some other series of queries. This happens on all subsequent calls as well. 9. They hang up with the words, "thank you for using knology". In fact, you could tell them you hope they are all attacked by a vicious flesh eating plague and they would still end the conversation with that line. Don't ask me how I know that. 10. Ultimately, after a few hours, the service magically starts working again without their ever having to come out because the problem was with their equipment the whole time. Is Comcast (or any other ISP) any better than this? Maybe not. However, I got the impression that Comcast was aware of their customer service shortcomings and are trying to improve them. Only time will tell, but if Comcast reliability is better than Knology, I won't have to call and expose myself to this abusive insulting ordeal as often. Anyway, Comcast has a 12-month special for people making the switch from knology so I decided to take them up on it. I must say, when I dropped off my knology modem and set top box yesterday, you could just feel the bitter cold condescension and arrogance of the people running the office. The woman in front of me left because she just couldn't spend anymore time in line at the only open window. There was no line for people wanting to sign up for new service, of course. When I signed up with knology they bragged about their reliability and superiority over Comcast. That lasted about two months. When I walked out of that office yesterday, I was so glad to finally be done with them. I vote with my wallet and knology is no longer going to get my $130 every month. Goodbye Knology. Dave Krueger --------------------------------------------- Huntsville, AL »www.kruegerphoto.com dave@kruegerphoto.com member for 19.9 years, 361 visits, last login: 12.1 years ago updated 19.2 years ago
On paper, Knology looked like a great value, and I liked their package deals. I signed up for a 3Mbps/384Kbps cable package, and their first strike was that I had to wait TWO WEEKS to get it installed. Two weeks! It's been a week since they installed the cable, and I speed test it several times a day. It hasn't been above 500Kbps ONCE. The modem is constantly falling offline, and refuses to resolve domain names half the time. I actually sought out dialup service, because it's more reliable (and faster, in some cases) than Knology. Their idea of troubleshooting was to blame me. "You must have done something to your computer or the modem." They scheduled a truck roll without telling me, then scolded me because I wasn't there when it showed up. From reading this site, some people have had good experiences with Knology, but mine was nothing but a 3 week nightmare. Two weeks for installation, and a week of pitiful -- absolutely PITIFUL -- service. I'm looking into getting DSL as fast as possible. member for 19.9 years, 149 visits, last login: 13.1 years ago lodged 19.6 years ago
I had to get Knology because I moved to Madison and Knology is the only cable broadband I can get here. Took a week to get hooked up, speed seems to change from day to day. I ordered 3Mb down, 32kb up, for 50 a month but haven't seen those speeds once. All in all it is an ok ISP for being the only one in town, but I still lag while playing UT2004 or any of the other games I play online. Wish there was something else here. member for 19.9 years, 636 visits, last login: 13.2 years ago lodged 19.7 years ago
I have had enough of Knology. I had scheduled the installation of my service 2 weeks before I wanted the installation so that it would get installed on the day I moved in to my apartment. They showed up the friday before I moved in (which would be the next monday) and said I was a no-show. Then wanted me to wait another 2 weeks before they could get another tech out there to install. Then, I had a problem with my cable modem, took it to the knology place to replace and they said a tech had to come to my house and install the new one. Made the appointment, asked off work to be there, and the nevered showed up. Now, was scheduled to get a new cable box today, asked off work again, and guess what, another no-show. Now, I have to have my partner come in on his day off (tomorrow) to cover for me AGAIN so I can be here for knology to come out again. That's 3 no-shows for appointments that I scheduled. Called customer service and they said that they would give me $30 credit....WOW! So much for service, on to Internet speed. Its supposed to be a 3 mbit download....the most get is about 120kB transfer, that's rare. If I could switch cable companies I would, but Knology has an exclusive contract with almost every apartment in the city I live in, must be that that is the only way they can keep customers, by not giving them an option. I am currently looking into direcTV or dish network. Avoid this company like the plague! btw: here is my current connection speed - 2004-05-13 21:30:58 EST: 173 / 85 2004-05-13 21:32:59 EST: 145 / 41 2004-05-14 14:41:53 EST: 144 / 72 member for 19.8 years, 3 visits, last login: 19.8 years ago lodged 19.8 years ago
I contacted the sales office on 4/12 and they scheduled my install for 4/15 between 12 and 2. On 4/15 the tech was knocking on my door at 9am asking if it would be ok to go ahead and get started. Wonderful! He was an informed Tech, but he didnt want to deal with setting up my service thru my router as he claimed they were not supported. After a bit of trouble and a box swap he got me a signal and left the router for me to deal with. I called Knology and after 2 transfers and an hour on hold got a tech to take the mac address for my router. Was told it would be about 15 minutes, 3 hours later I finally got service. Tested my speeds and was coming in 400-800 down and 100-200 up. I was promised 3m down 300 up by the sales office.I called back tech support and they said that my speeds would pick up shortly.They never did.Five days later my speeds were running 300-1100 very erratic with huge drop offs and loss of connection. Again I called tech support and after another hour hold was told they were working in the area and it should stabalize shortly. They never did. A week, five calls and ten hours of hold later I convinced them I had a real problem and they scheduled a service call for 4/26. A new tech comes to the house swaps out the box and can not get it to lock up a signal, checks the lines and pole behind my hose can not get a signal there either, three hours of trying to get a signal he finally gives up and tells me he will have to refer it to Maintance, and they would get it fixed within 24 hours. The following afternoon I called for a status and found out maintance had not even started my ticket yet, but was assured they would have me up and running in no time. The 28th I called back at 3am and after waiting on hold for an hour was told that maintance had indeed found a serious problem but they werent sure how they would fix it but that they were working on it, and that I had a tech scheduled to come to my house between 11-2 on friday morning. Friday morning I once again call Knology and asked for a status on my open ticket and was told there wasnt a ticket. I asked how that could be that I was expecting a tech anytime and was informed no tech was scheduled for me and that they were not informed of any problems. I explained the situation and she scheduled me a tech between 2-5 and told me to contact billing they would credit me a free month for this inconvience. Well the tech has now come and went, and once more bumped my situation to maintance. He did manage to get me an internect connection of 264/64 ( better than nothing ) but he told me not to get my hopes up because the comments on my file did not look good, he too told me to contact billing for a credit for this nightmare. I contacted billing and after 35 minutes on hold they credited me a whopping $18, for the past 15 days + whatever else I still have to deal with. Oh joy. Frankly all I can say is stay away these guys arent even close to what they advertise even when they are working. Gads what a nightmare Well Knology Maintance was suppose to come out and contact me to let me know they were actually doing something , and still no contact. Been running this since the tech managed to get me a signal friday. 2004-05-02 10:58:57 EST: 234 / 49 Your download speed : 240265 bps, or 234 kbps. A 29.3 KB/sec transfer rate. Your upload speed : 50301 bps, or 49 kbps. Called to ask status again today and once again they are showing no record of a problem, but they could schedule another Tech to come out and have a look. Blink Blink. ~ beats head on desk ~ I swear the intraoffice communication between National Help Desk and Local Support SUCKS! Got an IM here from someone saying they would look at my account on monday. Frankly Im sick of people " looking ", FIX IT! member for 19.9 years, 18 visits, last login: 19.4 years ago lodged 19.9 years ago
I ordered the whole package-phone,cable, and high speed internet. First the installers had no clue how to run the cables. First they drilled holes in the soffit then they just ran cables around my yard. Called the Columbus number for service. Very rude. told me I had only been a customer for a few weeks. Acted liked I had not suffered enough to deserve any service. When on there Corp website and sent a complaint. Got a response that all the cable would be buried and everything would be finished. That was 4 months ago. Still have two cables laying across my front yard under my fence, around by pool around my gazebo and back down the other side. have to move them every time I have the grass cut. Have sent out 3 different crews. They all say someone else will be back to bury the cables. I am to busy right know to have it all removed but the next chance I get it is gone. Stay away from Knology!!! The crews are sub-contracted and not employees of the company. they do not care if your job gets finished. Columbus Georgia (review was emailed from domain aflac.com) lodged 20.5 years ago
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