| reply to mix
Re: W.O.W. Latency issues SE Michigan DOCSIS 3.0 HELP! added a 4 way after a 2 way and capped the open ends raised, me to 42 upstream with no other known ill effects so far |
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| I have the Wowway Docsis 3.0 modem and router combo. I have experienced all of the listed trouble and I am using the WOW rental modem router. I have my xbox wired directly to the modem.
So there is no possibility that any non wow equipment is causing the problem. I have spent numerous hours on phone with wow fixing the settings on the router via their end (cause I don't have access of course). Fixed all of the NAT issues, port issues and anything else to assure the connection to Xbox live is proper and yet I still have issues. It started as intermittent outages then I got a replacement docsis 3.0 modem router provided by wow and still have issues. I have the 30/3 service and am just completely disgusted. Sounds like all of S/E Michigan is having problems with the docsis 3.0 service for gaming or netflix or computer or other issues.
Wow_dan: can you make contact with wow corporate engineers and tell them that there is a serious issue occurring. As time goes on there will be more and more complaints and issues.
Wow is sending another tech to my house on saturday scheduled for a full day appt. the tech will come out and run diagnostics and nothing will be fixed. A waste of my day waiting for a tech.
I just want to keep wow and get this unreliable service taken care of. What are my options? I can see that guys are having trouble even with their own set ups.
I may have to lower my service speeds and get rid of the docsis 3.0 |
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| New technology equals new problems is all. WOW internet is really the only smart choice for us in Michigan right now. I prefer them over ANY other internet provider. I can say there internet service for me has been well taken care off overall.
Regardless i agree that they need to be more open about these issues and the phone techs, in home techs, and engineers need a daily update on known issues.
NO ONE wants to be told there system looks fine when its running like garbage. EVERY single tech i talk too and phone service rep was clueless (as they have been for 7 years) and the only way to get it through WOWS head is to call them up, say im not satisfied with your service and cancel it.
I dont mind tinkering with some stuff to get things right, but i can see (and do see) how many people who don't know about it just get taken advantage of.
In this day and age, no matter who your dealing with, you need to know a little about your own stuff before you pay someone to look for you. But when I do pay someone to come look they should know something. |
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| said by MATT_MI:NO ONE wants to be told there system looks fine when its running like garbage. EVERY single tech i talk too and phone service rep was clueless (as they have been for 7 years) and the only way to get it through WOWS head is to call them up, say im not satisfied with your service and cancel it.
I dont mind tinkering with some stuff to get things right, but i can see (and do see) how many people who don't know about it just get taken advantage of.
In this day and age, no matter who your dealing with, you need to know a little about your own stuff before you pay someone to look for you. But when I do pay someone to come look they should know something.
Ain't this the truth. The typical poster here is way more knowledgeable than the average user and even they have problems solving things. How are the rest of us supposed to deal with it?
For years WOW couldn't figure out my issue even though it seemed clearly to be from their end. They wanted to rewire, give me new equipment, all the while never addressing the real problem.
I won't upgrade to DOCSIS 3 or the whole house DVR until I'm confident things will go smooth. I may be waiting a while. |
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| Well here we are.....1/9/2012 and back to losing packets......................................................................... |
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| maybe wow_dan can suggest a line amp to pick up for your house. |
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| reply to troubleagain
Issue are back in full force today. 25% loss,signals are better then ever. Confirmed modem DOES work fine with WOW service by other in area with same modem and the fact that it works great when it does work. check the lines up to the out side 3 times now. the outside line is rather new. I wouldn't think its a line issues if the signals are always looking good. |
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 mix
join:2002-03-19
Utica, MI | Did you ever figure out why you get packet loss when pinging your modem at 192.168.100.1? |
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 WOW_Dan
join:2011-03-24
Naperville, IL
kudos:3 | reply to Matt_MI
I've gone through and checked everything I could find on your modem, and everything I can find looks like it's working great. The problem with this situation is you have your own modem and router, and I can't really take a look at those units, so I can't determine anything about them. The information the CMTS gives me back about your modem shows it having a 100% response rate and no errors. Not sure if there's anymore I can look at with your equipment. Looking through your account history, I haven't seen any DOCSIS 3.0 modems installed by us at any point, would you be willing to test your connection with our modem for a period of time to see if that resolves the issue?
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Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center |
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| yes, i asked them to drop one off but they said it could be weeks. They told me i could just keep trying to get one at a local office and they might have one sooner. needless to say i haven't done that. Its completely random. It works great some of the times. other times like right now its almost unusable. |
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mix
join:2002-03-19
Utica, MI | reply to Matt_MI
Dan, just wondering, but does WOW have the ability to put some sort of watchdog program onto this modem to periodically check it for connectivity issues? If so, is it possible to watch this modem as well as some of Matt's neighbors modems to determine if the problem is something other than his modem (or something local to Matt's home/business)? I guess he is stuck for a while if WOW is out of stock on DOCSIS 3.0 rental modems. |
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WOW_Dan
join:2011-03-24
Naperville, IL
kudos:3 | The CMTS has what's known as a flap-list, which shows if the modem didn't respond to a normal poll. I have checked the flap-list for his modem, and it's always shown 100% response time, which is impressive because most modems are usually in the 98-99% range. I haven't checked any neighboring modems, but him showing at 100% makes me think that's not actually the problem.
I don't want to sound like one of those people that just points the finger at the customer's equipment, but everything I've looked at so far makes me feel like something on the ethernet side of the network is the problem. If we could get our modem in there for a few days and see what it does, we can rule out a possible modem problem. I'm still going to continue looking at it, but I think the next step in troubleshooting this problem would be getting our modem in the home to rule out the modem.
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Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center |
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| Yeah just waiting on a call letting me know they have a modem. It seems to happen around 4pm to 11pm everyday. the mornings are always issue free. |
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| the issues might just be my neighborhood doesn't work well with these SB6121 modems. A friend who works for WOW told me the other day that one modem WOW uses just doesn't work in a local city throughout. They cant figure it out so they just use a alternative modem in this city. He said the same thing but he also said if that was the case he would have heard about it from coworkers. So for now its just a waiting game for the new modem. |
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| Problems only between 4pm and 11pm sure seems like a peak usage time issue. I don't know why a certain modem would alleviate that but I would get WOW to focus on the node or whatever else could be causing an "overcrowding" issue. |
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mix
join:2002-03-19
Utica, MI | I find the idea that WOW is oversold in SE Michigan a bit comical. It's an overbuild cable system here so I doubt they have more customers than they know what to do with. After the recent introduction of DOCSIS 3.0 which helps with balancing the load between various channels, throughput should be pretty consistent. |
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| said by mix:I find the idea that WOW is oversold in SE Michigan a bit comical. It's an overbuild cable system here so I doubt they have more customers than they know what to do with. After the recent introduction of DOCSIS 3.0 which helps with balancing the load between various channels, throughput should be pretty consistent.
Certain nodes can't be congested? I was specifically told that recently and my area (like most) is also an overbuild.
So why is the problem only during peak usage time? Perhaps something went wrong with the DOCSIS 3.0 balancing? |
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2 edits | reply to Matt_MI
Things have been very unstable here in St. Clair Shores since Friday. As of 9:30pm tonight the packet loss is really bad. |
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| reply to Matt_MI
I am having this exact problem. Im in SE Michigan and had just upgraded from 6M/? to 15M/1M a month ago with no problems, then last Monday I started having serious lag and time out issues. Calling support gives me nothing, they just tell me everything is fine and they aren't seeing the speed drops(pauses) that I see when I run a speed test. I have the Arris modem that WOW provided to me a year ago when I first ordered their service. It is very frustrating that everything worked fine until a week ago and they tell me nothing is wrong when I KNOW something is wrong. What can we do to get this fixed? I loved WOW up until this problem. |
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 aes128
join:2003-12-19
Saint Clair Shores, MI | Well being in St. Clair Shores and still on the 8/1 service I guess I need to upgrade. Here is my MTR to www.google.com if anyone cares.
I have to say that where I work we do not allow pings or trace routes to any devices we control. So you cannot ping any Chrysler servers nor will your trace route ever work all the way.
Now we do host things on akamai and that is not our issue. If we host it, you cannot ping it. Akamai is another issue. We have public FTP servers you cannot ping. Akamai hosts mostly sales related stuff, Chrysler internal, we host. Believe me it is pounded all the time; no pings and no traceroute. |
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