| Time Warner speeds in DFW I pay for the 30Mbps down 5Mbps package
Over the last two months I have experienced download speeds between 1Mbps and 8Mbps during peak usage. (Hours of 3:00 pm CST to 1:00 am CST). Not only is there speed loss but, the quality of the connection is very poor. Default sized ICMP packets are dropped 15% of the time.
Having 3 techs dispatched to my house.
Case #'s include:
8588327
8603036
WO#1000438830501045
I know this is an over-saturation issue and the nodes need to split to provide adequate bandwidth to the area. However, I've hit a brick wall...I've been promised a line tech will be out and a supervisor will contact me. This has never happened.
FYI as I write this I am on my second call to TW and have been on the line for 1hour and 4 minutes (most of which has been on hold)
So, I'm informing the DFW community of my opinion of TW: Horrible customer service, horrible internet service. I will not be spending any more hours working on this issue. I will be canceling my service. |
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1 edit | I been with contact with Time Warner for a 2 month and having same problem you having. Visit by tech more than 6 time and always saying they could help me. They Say i can get a rebate on my account for the problem till it get fix which never will happen. Contacting Time Warner is a losing battle.
I understant some monerater and long time poster who will replay to you as live next to you and having grate connection and speed. I think there poster here that are Time Warner cable worker. This a shame and it to easy to come to the conclusion.
No offend anyone but it had to come out buy me or some one. |
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| said by blueondemand 
No offend anyone but it had to come out buy me or some one.
I don't think you're offending anyone. You've paid for a service and not received it.
On a side note:
Tonight I spent a total time of
1st call -15 minutes (disconnected)
2nd call -1 hour 49 minutes (most on hold) Then, "Patrick" out off the Dallas office put me on a 25 minute wait and said, he would transfer me to his supervisor. Instead, he sent me to the cancellations dept. |
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Reviews:
 ·Time Warner Cable
| reply to animaltx0
said by animaltx0:I pay for the 30Mbps down 5Mbps package
Over the last two months I have experienced download speeds between 1Mbps and 8Mbps during peak usage. (Hours of 3:00 pm CST to 1:00 am CST). Not only is there speed loss but, the quality of the connection is very poor. Default sized ICMP packets are dropped 15% of the time.
Having 3 techs dispatched to my house.
Case #'s include:
8588327
8603036
WO#1000438830501045
I know this is an over-saturation issue and the nodes need to split to provide adequate bandwidth to the area. However, I've hit a brick wall...I've been promised a line tech will be out and a supervisor will contact me. This has never happened.
FYI as I write this I am on my second call to TW and have been on the line for 1hour and 4 minutes (most of which has been on hold)
So, I'm informing the DFW community of my opinion of TW: Horrible customer service, horrible internet service. I will not be spending any more hours working on this issue. I will be canceling my service.
I have extreme in Arlington and consistantly get 30/5 but it does sometimes act slower due to my brower cache being full in which I have to empty it to get full speeds.
Seems that you might need a node split if there is that much traffic going on from when people get off work until 1 am. My node doesn't seem to be overloaded and I was moved to a new CMTS last year a ARRIS C4 instead of the Cisco 10k that I was on and my speeds went to like 31/5 most of the time and 30/5 rest of the time. |
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 CptGeminiInside your computerPremium
join:2004-11-29
Corpus Christi, TX
kudos:6
·RoadRunner Cable
| said by animaltx0:I pay for the 30Mbps down 5Mbps package
Over the last two months I have experienced download speeds between 1Mbps and 8Mbps during peak usage. (Hours of 3:00 pm CST to 1:00 am CST). Not only is there speed loss but, the quality of the connection is very poor. Default sized ICMP packets are dropped 15% of the time.
Having 3 techs dispatched to my house.
Case #'s include:
8588327
8603036
WO#1000438830501045
I know this is an over-saturation issue and the nodes need to split to provide adequate bandwidth to the area. However, I've hit a brick wall...I've been promised a line tech will be out and a supervisor will contact me. This has never happened.
FYI as I write this I am on my second call to TW and have been on the line for 1hour and 4 minutes (most of which has been on hold)
So, I'm informing the DFW community of my opinion of TW: Horrible customer service, horrible internet service. I will not be spending any more hours working on this issue. I will be canceling my service.
Get in contact with TWCdude, PM him some account information and he can look in to your area for you and if anything might be able to try and get someone to look in to a node split if thats what may be needed. |
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| A physical node split i doubt will happen for you within 6months if at all. Its a very costly thing to do. Although They can probably shuffle your service group around and free up some of the saturation. Your node might just be combined with others and separating it might just help out. Ultimately the direct forum guys should be able to get a look at a utilization report and forward your problem over to the correct people. |
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CptGeminiInside your computerPremium
join:2004-11-29
Corpus Christi, TX
kudos:6 Reviews:
·RoadRunner Cable
| Yea it is expensive. I don't know what they did to my node, maybe a change in how it was setup IDK. Because around march of last year I too was seeing god awful speeds then about a month or so later it was all fixed, I think it had something to do with the DCC factor because the single DS channel never changed at all not even with a modem reboot. Now it changes a few times per week. |
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Reviews:
·Time Warner Cable
| said by CptGemini:Yea it is expensive. I don't know what they did to my node, maybe a change in how it was setup IDK. Because around march of last year I too was seeing god awful speeds then about a month or so later it was all fixed, I think it had something to do with the DCC factor because the single DS channel never changed at all not even with a modem reboot. Now it changes a few times per week.
I was getting a lot Dynamic Channel Changes on my SBG6580 and then was moved from Cisco 10k to another 10k then to a brand new Arris C4 within a two month period. I have always been on channel 1 for my primary downstream channel since they changed the node's cmts port to the ARRIS C4. I think there at least 4 CMTS in my area alone (I mean by City) there are at least 2 10ks and 2 C4s in Arlington Texas Thanks for the help on that TWCdude! |
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| reply to animaltx0
Thanks for your help guys. I am awaiting response from TWCdude.
Hopefully this gets sorted out soon. If U-verse was doing bonded channels I would have "jumped ship" long ago. As well, Fios is just pipe-dream in my area.
TWC has me by the ....... |
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CptGeminiInside your computerPremium
join:2004-11-29
Corpus Christi, TX
kudos:6 | Yea give em time cuz he isn't at the call center yet, not for a few more hours. Sometimes he checks messages from home though. |
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Reviews:
·Time Warner Cable
| said by CptGemini:Yea give em time cuz he isn't at the call center yet, not for a few more hours. Sometimes he checks messages from home though.
yeah TWC is cool he is helpful. |
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| reply to animaltx0
I was just contacted by Jim at Time-Warner (line tech manager)
He stated that this issue was known, and affecting a large amount of customers.
He also stated the resolution is to split the node into virtual nodes on February 14th.
I'll keep everyone updated. If you're in the McKinney/Frisco area and having similar problems give them a call 214-320-7477. |
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Reviews:
·Time Warner Cable
| said by animaltx0:I was just contacted by Jim at Time-Warner (line tech manager)
He stated that this issue was known, and affecting a large amount of customers.
He also stated the resolution is to split the node into virtual nodes on February 14th.
I'll keep everyone updated. If you're in the McKinney/Frisco area and having similar problems give them a call 214-320-7477.
they are doing work in all of the 23xx series nodes on February 14th so maybe you are considered part of frisco instead of Mckinney as they have maintence scheduled in HUB 24 in Mckinney on the 17th which are all of the 24xx series nodes. I live in Arlington and I am on a 34xx series node (3427) if you ask customer service will tell you what node you are on when you call.
this page shows all of the upcoming maintence scheduled:
»help.rr.com/hmslogic/network_status.aspx
need to set it to north texas in the upper right hand corner and go to network status 
they might be adding a new CMTS in your area on the 14th as they working on the entire series of nodes. I know that between 12 and 6 am one night I went from a Cisco 10k to a ARRIS C4 probrably due to congestion on the CMTS. |
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| reply to animaltx0
I've also been chatting with TWCdude. If we could get more people like him at TWC it would be an amazing place.
We'll see how things turn out. Thanks all for your comments and suggestions. |
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| reply to animaltx0
According to the TWC line supervisor I should see correct speeds tomorrow. As of now, still horrible speeds.
»testmy.net/stats/?&t=u&d=0213201···animaltx
30/5 package! |
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CptGeminiInside your computerPremium
join:2004-11-29
Corpus Christi, TX
kudos:6 | Well I noticed the time when you posted this message. Back when i was having slow speeds it stayed slow till about 1am which was when it started tapering off back to normal. |
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| The issue still persist... I'm canceling my service tomorrow. |
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CptGeminiInside your computerPremium
join:2004-11-29
Corpus Christi, TX
kudos:6 Reviews:
·RoadRunner Cable
| There's nothing you can do by complaining to Tier 1. Send a PM to TWCdude on the forum here and explain to him your situation and see what he can do for you.
But keep in mind, fixing a capacity issue can't be done overnight. That takes time due to the fact TW has to obtain proper permits and order parts which takes a rather long time. For me it was a bit over a month when my capacity issue was fixed. It turned out my modem was never switching to a less crowded channel but that was on D2. |
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| reply to animaltx0
I am glad animal is able to decide he will cancel and go somewhere else. Most people just continue to complain and complain when if your not happy then just switch to something else. Even if its a congestion issue he shouldnt be paying for his service when he is not getting it. If its about the actual speeds and not the price then since he cant get the speeds he has every right to back out and look elsewhere. Good luck animal |
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| reply to CptGemini
CptGemini...
I appreciate your advice and help along the way. However, this has been a two month long ordeal. I stopped speaking to Tier 1 support about a month ago. As noted in the post above, I've been speaking with "line tech managers". I have also been speaking with TWCdude and other folks along the upper hierarchy.
Everyone agrees it's a line problem however, nothing to my knowledge has been done to address it. Originally my hub (hub24) was suppose to have maintenance work on 2/14. This has now been moved to 3/21. (according to site help.rr.com/hmslogic/network_status.aspx)
One thing I must commend support on is their honesty. Everyone at TWC support has stated that, their support structure is broken.
So in short, I've given TWC more than enough time. Pursued many avenues of support and still have a problem. See ya TWC I'm spending my money with someone else.
Regards,
Customer since 2008 |
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