| New Wave = Worst cable ISP I have ever dealt with. I will try and sum this up the best I can.
Newwave Communications has no clue how to run a network. Their tech support is 100% useless, and their fees for such a horrid service are insane.
I used to live in an area with Insight. I never had any problems with them.
I then moved about 35 miles in to an are that was serviced by Charter cable. While their up/down speeds were half of what I was used to, it was at least reliable and still plenty use-able for gaming, surfing, streaming videos like youtube, and general internet usage. This last spring, for some reason, Charter sold off my area to New Wave Communications.
Since the very first day they took over and our IP addresses switched to them, I have had atrocious service, and no one from New Wave cares about it. I have called them at least 10 times over this issue, probably more. I honestly lost count and every single time I have gotten a "tech support" person who was 100% incapable of understanding my problem and 100% unwilling to even do anything to attempt to solve it.
I noticed shortly after New Wave's take-over that every single night my broadband connection slowed down to dial-up speeds, usually worse. I was unable to play ANY online games from my computer or my 360. It acted like I was on a 14.4 dial-up modem. I was unable to stream any videos like youtube, and browsing webpages takes several minutes to load up a single page.
The problem is an insane amount of network lantency being caused by congestion every single night.
This has been going on since the start and I have data since July 23rd that will back up my claim.
Every single night... EVERY SINGLE NIGHT my connection becomes useless due to high latency. Pings to ANY outside network usually hover OVER 500ms. It is impossible to game, remote desktop, stream video... pretty much anything you would do with a broadband connection, is completely impossible.
I discovered through a tracert that all of new wave's traffic flows through the New Wave network and through 1 router which is at the edge of their network. No matter what site I tracert to, everything ALWAYS flows through this 1 router which is the bottleneck of everything.
As an example:
Tracing route to ls2.com [72.52.147.12]
over a maximum of 30 hops:
1
The router at 12.118.144.21 is the killer. This is the router through which ALL of new wave's traffic in this area passes. I can not avoid it. Every single night, it chokes. EVERY SINGLE NIGHT.
I wrote a simple program which has been running since July 23rd. Since then, once a minute it sends a ping to the 12.118.144.21 router and logs it's response time.
I can then view the data in a hand graph which I have color coded. Each pixel wide line is a ping. Blue lines are pings that were under 100ms, and IMO while still on the edge of unacceptable at 100ms, I would be find with it. Any red line is OVER 100ms and is typically in the 500-1500ms range.
As an example of what I have seen literally every single night, here is the one for tonight, Mon Oct. 6th:
My connection is typically useless starting from 7pm to Midnight or so every single night. Weekends are typically worse. Even worse still is that lately I've noticed it has been getting worse. The network starts slowing down earlier and earlier, for today it looks like things really started dying around 3:30 in the afternoon.
During the wee hours of the morning and before noon it is fast... but of course I am at work and this is useless to me.
It is very obvious by my data that they have a network congestion issue and they have refused to do a damn thing about it.
I am at my wits-end with this company and I hope that this will serve as a warning to anyone considering New Wave, to AVOID NEW WAVE COMMUNICATIONS AT ALL COSTS. They are an amateur company with no clue how to run an ISP. They lack ANY form of customer support and they price they charge for a USELESS SERVICE is over $100 a month (including SD cable).
My last idea is they recently opened a local office. I am considering printed out (or actually having Kinkos print out) my ~100 pages of ping data and marching in to their office and demanding either some form of retribution or that they FIX their network.
I realize the problem is at their gateway IP to the rest of the world... they need to either shore this up with more connections, or arrange something with who every their upstream provider is...
I've gone on long enough for now. I will try and post every night this week another screen shot of my log so you can see what I deal with on a nightly basis. |
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| I just realized my tracert above didn't paste in right for some reason... let me try this again:
C:\Users\Nick>tracert ls2.com
Tracing route to ls2.com [72.52.147.12]
over a maximum of 30 hops:
1 1 ms 1 ms 1 ms 10.100.100.1
2 * * * Request timed out.
3 13 ms 18 ms 32 ms host-76-11-223-129.newwavecomm.net [76.11.223.129]
4 505 ms 527 ms 502 ms 12.118.144.21
5 386 ms 321 ms 365 ms tbr2.sl9mo.ip.att.net [12.122.112.70]
6 327 ms 334 ms 327 ms cr2.sl9mo.ip.att.net [12.122.18.77]
7 319 ms 323 ms 351 ms cr2.cgcil.ip.att.net [12.122.2.21]
8 295 ms 305 ms 321 ms cr1.cgcil.ip.att.net [12.122.2.53]
9 375 ms 390 ms 473 ms cr81.dtrmi.ip.att.net [12.123.139.158]
10 365 ms 348 ms 365 ms gar3.dtrmi.ip.att.net [12.122.102.1]
11 385 ms 379 ms 380 ms 12.118.112.34
^C
C:\Users\Nick>
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| reply to GldRush98
Another night, another typically unusable broadband service. I just went to www.msnbc.com and it took 1 minute, 3 seconds to load the entire page. That is worse than dial-up speed, and this is what I deal with every single night of every single week.
Just trying to get here and make this post was an absolute struggle with page time outs and slow slow slow loading.
Here are tonight's ping times:
Tuesday, Oct. 7th
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| reply to GldRush98
Well tonight was a good night. I was actually able to load most pages in less then a minute... but most of the time my pings were still sky high, no gaming, no videos, not much else besides some basic surfing around.
There is one more interesting twist to this story.
After one of my many phone calls I was left a voice mail today from New Wave. The guy said that my area was having bandwidth problems, and they knew about it. They were bringing in another fiber line this week for my area and that they would have it up by friday and full bandwidth would be restored by then.
While I am excited to see that my months and months of struggling with New Wave may come to a close, a part of me is still reserved as to the exact accuracy of this claim.
I guess time will tell. I really am hoping this will fix it... for the first time in months I might be able to get some online gaming in  |
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| reply to GldRush98
Ah, another night and another New Wave failure.
And just for grins... here is a screen shot of a server listing of games for a game called Team Fortress 2. I have the list ordered by latency w/ the lowest numbers at the top...
If you're not a gamer I'll put it like this...
Latency should be around 30-50... anything much past 120 and you start seeing lag. 200+ in unplayable IMO because due to the lag you can't keep up with the 40 other people in the game who AREN'T lagging like you. You're constantly 3 steps behind what everyone else is doing.
And those servers for the most part are empty! (More people in a server generally increases server latency, not much, but some).
Ugh
Holding out for Friday... We'll see what it looks like tomorrow night. I'm not expecting much though. |
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| reply to GldRush98
I was busy Friday and Saturday nights so I wasn't home to post up my ping stats, but as of right now, nothing has changed.
It's sunday night and once again my internet is barely crawling a long. What ever planned "upgrade" they did has had absolutely zero effect on the congestion situation.
Am I surprised? NO. Am I disappointed? Well... any time I use Newwave I am disappointed, so that would have to be a YES.
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| reply to GldRush98
I missed the last couple nights apparently, trust me though, it was no better either night.
Today almost like clock work about quarter til 4 things degraded.
Tonight was especially frustrating as I had a couple things I needed to take care of remotely for work. It took me easily twice as long because remote desktop was crawling due to New Wave's horrible network congestion issue.
On the upside though I think I have steered away at least 2 people from ever using any New Wave service! I am proud of that minor accomplishment.
It is now clear to me that what ever "upgrade" they told me about was a load of horse manure and an OUT-RIGHT LIE to me.
Thanks New Wave! |
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| reply to GldRush98
Tonight was rough, but not as rough as some nights.
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| reply to GldRush98
Just checking back in... nothing has changed.
Peak hours = useless service.
And as a bonus tonight at an important part in one of my favorite shows (Hero's), the cable tv actually went out.
Super... so now I have useless internet and spotty cable.
Multiple phone calls have not worked. The next day I am off work I will pay a visit in person to the newly-opened local Newwave office and will be demanding to speak with the highest up person there. I will take with me my last months worth of ping logs to show them how every night their service is useless as well as explain their tech supports unwillingness or inability to even attempt to fix the issue.
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| reply to GldRush98
Another stellar night on newwave. Getting the picture yet?
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| reply to GldRush98
And just to further prove that it is a congestion issue I thought I would post the flip-side of the connection.
After midnight ping times start returning to normal as people head to bed...
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| reply to GldRush98
All aboard the failboat
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| reply to GldRush98
Newwave, the worst ISP ever.
If I had a land line I would almost considering getting dial up for use in the evenings because it would be more responsive then this horrid train-wreck of an excuse for an ISP.
You know... it's a good thing I don't have a VOIP service, because I know for a fact VOIP would not work over connections with 400-600ms latency... and thus would render my VOIP line useless every single night.
I have AT&T though with great coverage here. I just wish 3G was in my area so I could tether my phone and just use it's internet connection 
I hate being under the strangle hold of a horrible company that doesn't care about it's quality of service or about it's customers.
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| reply to GldRush98
did newwavecom.com run any frontporch trials on any of their users.
newwavecom.com spokesman stated they did not decide to activate for all of their users,
the claimed purpose was due to dmca, or to stop illegal downloads,
frontporch is a company that involves advertising |
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| reply to GldRush98
What does that have to do with Newwave's nightly congestion and resulting useless broadband service?
Internet has been at a dead crawl since around 3pm this after noon.
Nothing has changed... still crawling every single evening.
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| reply to GldRush98
Ah, another day of exlemporary Newwave 28.8 cable modem service.
Today was Veteran's Day and there were a lot of people off work. Unfortunately I was not one of them, but regardless I get home and hope to do some gaming online tonight... but nope... not with this bucket of fail.
It has become very clear to me now that who ever it was that left the message claiming the problems would be fixed was out-right lying to me. This doesn't surprise me though because Newwave has already shown me their complete lack and disregard of ethics as is.
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| reply to GldRush98
Still useless every single night.
New Wave doesn't care about their customers. They take their money and give you a service that doesn't work roughly 50% of the time.
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| reply to GldRush98
Nothing new here...
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| reply to GldRush98
WHAT'S THIS?!?!?!
This is the first time in over 6 months I have NOT seen ping times sky rocket in the evening!!
Also, doing a tracert shows that my local Newwave provider has apparently switched their upstream provider!!!
In my 2nd post in this thread my tracert shows that things were going through the ATT network, but now all my tracert's are tracing through the Sprint network!
One minor kink though... my download speed is crawling along at 40kB/s right now tops (My upload appears to be regular though)... however I'm going to chalk that up to kinks in getting their new upstream provider rolled out so I'll hold off on calling Newwave for now.
Could this be... has Newwave finally fixed this issue after 6 months of complaining?!
It looks like their new external gateway here is 65.163.88.17, so I'll be changing my program to ping that gateway instead. We'll see what develops over the weekend as far as peak usage and downlink speed goes! I'm excited... |
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| reply to GldRush98
As of this morning, and still currently, my download speed have returned to normal.
Traffic is still routing through the Sprint network and ping times have been fabulous all evening!
I will finally be able to actually USE my broadband in the evening for broadband activities like streaming video, playing games, and downloading huge files 
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