Really Frustrated with WOW UltraTV
I've been a WOW subscriber since I think 2005 in Southeastern Michigan. I got Ultra TV when it was available back in the early Spring. Since then, it has been neither "wow" nor very "ultra". Multiple trips by techs and calls to tech support seem to not do much to fix these problems:
1) Signal randomly goes out to TV, though more frequently at night (say 10pm-1am). Sudden messages of "Cannot find gateway" or "signal loss - check your cable connection"
2) Internet speeds dropping to under 1 Mb/sec also apparently randomly (though occurring right now) as verified through speedtest.net with several local area test spots
3) Inability of single gateway to provide wireless to my house. This of course necessitates repeaters (Apple Airport Extremes), which of course causes related problems like:
3a) inability to VPN to work (though if I can catch a neighbor's wireless signal it works exactly fine)
3b) inability to do screen sharing of video using iMessage or even Skype
The last tech I had out (who is just as flustered as me and has 4 repeaters) and I brainstormed for 20 minutes and came up with the idea of using a second gateway in the house, as the decibel loss shouldn't be enough to cause problems but would allow wireless to not have to be repeated, thus fixing 3) and maybe 3a) and 3b), but a call to the customer service said they couldn't do this (though the tech said he'd seen it in some instances). Whether this fixes 2) I have no idea and probably doesn't fix 1)
Everything I know about networking indicates that 3a) and 3b) *shouldn't* matter if the wireless signal is beng repeated, considering that I'm not creating a new network that needs to be routed, but *shouldn't* and *doesn't* are often two different things.
I really really really don't want to switch to UVerse, but I'm running out of options. The last person I talked to at Customer Service offered to reduce my bill, which was nice, but it still doesn't make the service work.
Can anyone help? Thanks!
I can only help with #3.. so can you confirm that direct connect to the gateway you CAN use VPN/RDP?
|reply to AndrewU |
Sounds like you gave it a good shot. Why not just switch back to regular cable boxes and/or a dvr? Is all this hassle really worth it? You can see from this forum virtually everyone is unsatisfied with some aspect of this product.
|reply to AndrewU |
Got your message, and read through this. Can you provide your account number or phone number via private message. Also, please provide what VPN protocol is being used for your work VPN.
|reply to mix |
said by mix:I'm not unsatisfied . I was happy with the installers they made sure to check the signal level to the gateway and to the players. Overall I have totally happy with the system as it does what its supposed to. Other than one weird glitch trying to play a ondemand show I have not had any major issues with the ultra system.
You can see from this forum virtually everyone is unsatisfied with some aspect of this product.
When compared to the older equipment the few issues I have seen are not worth talking about.
I don't use VPN and I don't use the gateways wireless. so issues with that aspect of the product are not a problem.
|reply to AndrewU |
I had MAJOR problems with your #3 issue. I tried all of the suggestions promoted here but, apparently, don't work for eveyone. People were most helpful though. I ended up digging out the E4200 Linksys I already owned from before Ultra was installed this spring. I reset it to factory defaults, installed the latest firmware update from Cisco, and then ran their easy auto setup program! It's been working great for over a week now! Getting 34-42 mg speeds wireless with excellent signal strength. I have the 50/5 internet speed. The gateway almost always exceeds that for my ethernet connections. My kids don't even bother to plug their gaming laptops in using ethernet cables anymore. Hopefully, it keeps working this well! I do get the "Lost communication with the Gateway" messages though. That's still driving us nuts. It'll work great for a while and then go into tilt mode. Less than before though. I've learned to expect some trouble with new systems but, it's getting annoying.
" I do get the "Lost communication with the Gateway" messages though. "
When ultra was installed did they use the existing coax? If they did I'd consider replacing it with a new high quality cable. .
most of the coax is 5 years old, though some is 10 years old. It's high-quality RG-6 that I had strung along with cat-6 and MM Fibre Optics to each room in the house.
I wonder if the gateway is not located at the best point in the network.
Is sounds like you had your whole house pre-wired with all the cables I'd assume they meet at a central junction point. IF this is the case is the gateway between the point where the WOW cable comes into the house and the junction point? Or is it some place else in the home?
The gateway is right in the same room where the cable comes into the house and then is distributed to the rest of the house.
hum, It sound like a low signal situation but I do not know what it should be or how to test it. Maybe WOW_Dan could tell us what spec is? I am pretty sure the players have a way to tell you the signal strength.
The techs when they measure swear the strength is always good, both inside the house and out.