US Cable Support > Road Runner > Just Got Service

reply to milkman82

Re: Just Got Service

reply to milkman82
Ok, just got off the phone with Time Warner. Was actually impressed with how fast they got back to me.

After the phone tech ran a few tests and had me run a few speed tests. He said he could see I was having a lot of packet loss. Even after another power cycle. He said his status paged packet losses soon as the modem came back online. He also said there is concern because he was not seeing the power signal on the upload end.

So they are having a tech come out Thursday to see what is going on.

With something like this issue. Where would the problem usually be?

reply to milkman82
Well starting to have a really sour taste for Time Warner Support. Started out, on Thursday getting a call from a 877 number with a automated voice from Time Warner asking to call back immediately for the appointment. I call the number back while driving, had to pull over and this lady asks all my account information. Then asks me what the issue is. I explained how the number called me asking to call back about my appointment for the tech to come out. She then wanted to start troubleshooting the issue over the phone. I told her I went through this with 3 phone support techs yesterday and they came to the conclusion someone needed to come out for packet and signal issues. She then kept me on the phone and asked if I was by the modem. I told her I was in the car pulled over, no where near the house. She said ok, because she does not see any issues. However, she was going to keep that appointment open for me.

Fast forward that night I am driving looking for an address and again I get a call from Time Warner automated service asking for me to confirm the appointment. I quickly answer and hit the number one and it said thank you for confirming. The next morning an hour before the tech is due. I get another automated call from that number. This time I have a bunch of stuff in my hands, however, figure I better not miss the call. So I answer and AGAIN it asks me to confirm my appointment.

Finally the tech calls me 10mins before the last hour is up and says he is on his way. He was explaining first he was going to check all the outside lines and make sure they looked good before coming in. I thought great, this is good. Well, as soon as he gets here. He right away just starts replacing the line drop. Almost two hours go by and finally comes inside. To his surprise, the issue is still going on. So he said he will have to get back to me the next day as he will have to speak with the plant about getting a test modem.

Next day he calls back, he says great news, they gave him a test modem, bad news, he MAY be able to make it back on Monday to run the tests.

At this point I am thinking, good he is willing to look further into the problem. However, it is really going to take a total of 6 days from the point the service call is open to the point it is really getting looked at?

To just come out and replace a line drop without really looking into the issue I feel was a waste of my time and his. I pretty much sat aside four hours of the day for nothing.

Is this usually how long it takes to get these problems resolved on Cable Internet? I know is part a rant. Just wondering if others have experienced this type of support.

He is probably just booked up with appointments and is just unable to make it any sooner.

Yeah, that could be true. Is this how they handle the situations though? Just get back to you when they can? I figured he would have tried to get this cleared up the day he came out.

I was just surprised with the way the repair was handled as well. Usually you try to see the issue then troubleshoot not try a fix then look at the issue.

I would imagine so. I am surprised he didn't pick up said modem and come back with it shortly afterwards.

reply to milkman82
There's another person that recently got 30/5 service in San Diego. He also is showing the TDMA 2560 KSym/sec upload channel and also suffered from 3mbps uploads. He created a ticket with TWC Direct, not sure what the outcome was.

Check out this post:
»Re: RR Wideband in SoCal is available.
--
AT&T U-Hearse - RIP Unlimited Internet 1995-2011
Rethink Billable.

Thank you for showing me that! Yeah, it's funny his speed test results look just like mine. Great download horrible upload. I am going to be so upset if this tech makes me wait a the way until Monday and does not know what to do. He was talking about taking the test modem and running from the node back. Then from there to some other point I could not understand. Then I heard him say to see if the node is saturated.

I can say I am not an expert. However, this does not seem like a saturation issue. My speeds are consistent any time of day. On top of that the street is really small and you can see there is plenty of open sockets on the node. Which is like no more then 20ft from my house. I mean the tech did not even bother to look at the modem readout. When he came inside, he just hooked up bid modem and ran a speed test and said "yeah your upload is way under what it should be". Don't get me wrong I like the tech he was very friendly and I am happy he did call me back about getting the test modem. Let's me know he was not just blowing smoke. However, he just seemed like get in, get out, get back to you.

I am in NYC also with wideband 30. Occassionaly it does drop the upstream to max out at 3.8. When that happens it only has one QAM16 channel. When it is running at 5mbps it has multiple QAM include QAM256. I generally restart the modem and it goes back to normal. It is a pain but that is the only work around I have. Tech came out several times but couldn't figure out the issue. Just advise to restart modem.

reply to djrobx

So how big of an issue is it to get the ATDMA? I ask because when I see the guy on Monday. I would like to bring the subject up and hopefully same him and me some time and headache.

I'd try to find out:

1) Do others in your region have working 5mbps uploads?
2) If yes, what do their config pages show for the upload channels?

You might also pm mind21_98 to see if they were able to resolve his problem and if so, what the resolution was.
--
AT&T U-Hearse - RIP Unlimited Internet 1995-2011
Rethink Billable.

Shoot man, That first one would be hard. I know my neighbors one has Clear Internet and the other has AT&T.

I did PM that guy yesterday when you sent me that thread. Still have not heard back yet.

reply to milkman82
Ok, so the Time Warner guy called around 2 and showed up a little after with two trucks. He said they would start two tests and see what happens. First at the Node in front of my house. Then down the street by the main line.

After the first test was over. The best he said he could get was 3.6Mbps up.

After they when down towards the main street. He ran the last test. He came back to the door and said the second test looks good towards the main street.

He said it is for sure a Node saturation issue. So is going to talk to maintenance tomorrow and he said it is pretty much a uphill game from there.

Is this usually a big problem to resolve and does it take along time to get saturation issues fixed?

Thanks guys!

reply to scififan68

reply to motorola870
Yes, yes all nice and good. The tech admitted my node was saturated. Is it going to be a big pain to get this fixed? He said he is going to speak with maintenance tomorrow...

reply to milkman82
Yep, I'm the other guy having upload problems as mentioned above. TWC Direct sent my ticket up to Tier 3, but nothing yet. I have the feeling that they'll probably have to schedule some downtime for my node to switch the upload channels to ATDMA, but giving me a second upload channel would work too.

reply to milkman82
Well I heard back from the Time Warner tech today.

He said they sent a maintenance guy out yesterday. The guy reported noise levels were good. However, the upstream channel was congested.

The tech said they have three upstream channels to use. However, only one is on. They are going to open another upstream channel and he said that should fix the issue.

So now it is getting passed on to the fiber department for that to happen.

Also I noticed today when my modem boots up. When trying to lock on a upload channel. It will start on channel 2 and state ATDMA - TDMA then jump to channel 3 and say the same thing. Before finally going back to channel one and locking on the channel with just the TDMA.

Hope this does not take too long!

reply to milkman82
TWC tech came to my house today (after a week of trying to get back in touch with the Tier 3 tech). Turns out that it's actually a problem with the node in the neighborhood and right now there's a maintenance crew there fixing it. It should be a day or so according to the supervisor before I get full upload Will post when it's fixed.