[TWC] TWC tech support in Road Runner http://www.dslreports.com/forum/r20711162 en Fri, 09 Jan 2009 09:05:34 EDT Fri, 09 Jan 2009 09:05:34 EDT Re: [TWC] TWC tech support http://www.dslreports.com/forum/remark,20762440 Selenia :
said by Rombus See Profile :

Its been my experince that the Tier 3 techs are the ones to try and call, they tend to be the people who know what they are doing, know how to find and get problems fixed, and are pretty well trained.
TWC tends to make it hard to reach them(tier 3), but there are some tricks. Thing is I know when an issue actually requires tier 3, so I don't abuse it. I used to work for a cable company, but now do business networking instead(much less headaches and much better pay lol). I am fully aware of how poorly lower tier support is trained and that it isn't their fault. My annoyance is not so much at them(sorry if it appears as such), but with the ISPs themselves. They even outsource it these days to people not even in the US sometimes. Can anything be expected but an annoyed customer(unless the customer is the type who forgot to plug their pc in)? It really seems that in many companies, these guys are here to hush the non-savvy and prevent escalation(understandable, as tier 3 is often very busy with legit issues). Problem is these people often don't know enough to know when a user is savvy, making matters even more annoying. No, I can't blame these people for the cable co offering them a job that feeds their family. There have been times in my college years where I would take any job and wing it, if necessary. It's like you can't blame a baby for shooting daddy because you handed him a loaded gun instead of a pacifier.]]> http://www.dslreports.com/forum/remark,20762440 Wed, 09 Jul 2008 02:42:22 EDT Re: [TWC] TWC tech support http://www.dslreports.com/forum/remark,20757392 Rombus :
said by sivran See Profile :

I didn't work for TWC, I worked for a contractor supporting Verizon, so I don't know if the training is similar or not. If it is, your rank and file support rep is never actually taught anything about how the internet itself works. Rather they learn basics about the ISP's end of things. In DSL terms, from the DSLAM to the home, or OLT to ONT in FIOS.
Well, The tier1 techs really dont need to know how it all works. Heck, in most cases, they dont even have access to enough tools to figure out where a problem is at between a house and the head end.

Its been my experince that the Tier 3 techs are the ones to try and call, they tend to be the people who know what they are doing, know how to find and get problems fixed, and are pretty well trained. ]]> http://www.dslreports.com/forum/remark,20757392 Tue, 08 Jul 2008 08:02:22 EDT Re: [TWC] TWC tech support http://www.dslreports.com/forum/remark,20757081 sivran : Having been on both sides of the tech support phoneline, I can say you're pretty much spot on. Sure there's the occasional clueful agent, but the vast majority know little more than whatever they were trained on--and some don't even know that (slackers, apathetic, or just plain not technical people just looking for a paycheck).

I didn't work for TWC, I worked for a contractor supporting Verizon, so I don't know if the training is similar or not. If it is, your rank and file support rep is never actually taught anything about how the internet itself works. Rather they learn basics about the ISP's end of things. In DSL terms, from the DSLAM to the home, or OLT to ONT in FIOS.
--
Think outside the fox...Seamonkey]]> http://www.dslreports.com/forum/remark,20757081 Tue, 08 Jul 2008 03:15:19 EDT Re: [TWC] TWC tech support http://www.dslreports.com/forum/remark,20754525 Selenia : People are probably going to flame you and flame me again over these posts, but this illustrates my common complaint about the phone techs. It still plagues me when I have to call them. Many seem to have no actual understanding of how the internet actually works and then they try and tell you it's your equipment. Really, it's adding insult to injury. My connection is actually rock solid since TWC fixed our last outage. Tier 3(finally got them) mentioned collision problems in my area(RTS collisions, I'd presume) and that I should hopefully be fine now. I actually have been. Same equipment and all lol.]]> http://www.dslreports.com/forum/remark,20754525 Mon, 07 Jul 2008 16:32:48 EDT [TWC] TWC tech support http://www.dslreports.com/forum/remark,20711162 anon : I just had an experience in the past two weeks that I thought needed sharing.

For the past two or three weeks, maybe longer, I have been having absolutely horrible service from TWC in Charlotte. When I got service originally I was around my provisioned bandwidth of 5000kbps. This was about a year ago and recently they've upped it to 7000 with turbo at 10Mbps so I upgraded to turbo. After that it got really bad. In the last two or three weeks I couldn't get more than 300-400kbps down. I contacted customer service several times and got the normal "clear your cookies, your router is the problem, reboot the modem, its your computer, garbage and started getting very frustrated because I knew it was NOT my computer. After about the 5th try I finally got a hold of someone that would listen and told her my issues (modem log errors, slow speed, connection drops, plugging into the modem directly doesn't help, plugging directly into the box outside of the house doesn't make any difference, etc.) and she scheduled a tech to come out.

The guy came today, replaced the cable that ran from the box out at the street to my house, and replaced the modem. Instantly speeds went from 300kbps to ~9800kbps. My service is provisioned for 10Mbps so I'm very pleased! Finally getting what I'm paying for.

This house is only 5 years old but he mentioned that the cables that they ran then in this area at the time were probably not sufficient for today for whatever reason.

It was like pulling teeth to get it fixed but I finally got them to fix it. In any case, kudos to Time Warner.]]> http://www.dslreports.com/forum/remark,20711162 Sat, 28 Jun 2008 00:49:51 EDT