Reviews:
 ·WOW Internet and..
| WOW_Dan--update on slow UL speeds, it's nationwide It seems the slow upload speeds for the 15/2 customers is NOT--repeat, NOT--limited to Columbus.
I urge you: everyone who's grandfathered onto the 15/2 plan, head to www.wowspeedtest.com and check your speeds. If you're getting right around 1 megabit u/l speeds, call WOW customer service to report it.
I say this with a warning: the front line reps don't know anything about the grandfathered 15/2 speed, because it's not a current offering. Therefore, the front line reps will tell you that you're getting what you're supposed to be getting. Not true. 15/2 used to be their Turbo XTreme offering, and it was the highest speed tier. But back in June they jiggered things around: they added the 30/3 and 50/5 tiers, and they did away with the 8 megabit service and automatically upgraded those customers to the 15/1 tier. At the same time they took the current 15/1 customers and moved them up the 15/2, and then immediately discontinued the 15/2 tier for new customers.
You'll have to ask for your situation to be escalated to a supervisor. Mine knew all of this, and worked with me on the basis that I should be getting 15/2. But right now WOW is stuck and doesn't know why I'm not getting it. They're rolling a truck to see if the tech can figure out anything here.
So, the more people who call in, the more the WOW network operations center will see that something is going on and that it's not isolated to some poor schmuck's modem or wiring. |
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skst
join:2012-09-22
Arlington Heights, IL | I have the same 15/2 service. It's been fine until a couple days ago when WOW had a large outage. After they fixed whatever node(s) had problems, my service was suddenly 15/1. Yesterday was another outage--this time, they said it was all of IL. After it was repaired, my service was still 15/1.
The WOW CSR seemed aware of the different account codes and, at least, acknowledged I should have 15/2. Of course, they suggested my router suddenly went bad, and discussed with a Tier 3 CSR. Unfortunately, they could only schedule a truck roll for next Wednesday(!). I can't image the tech will be able to do anything for me at the tap, since (I don't believe) the power levels have anything to do with my service caps.
I've loved WOW and recommended them until this year. Significantly-decreased power levels, numerous truck rolls, numerous outages, and billing issues are pushing me very close to returning to Comcast. Ugh.
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Wide Open West since 2005. (15/2 DL/UL) |
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Reviews:
·WOW Internet and..
·Time Warner Cable
| reply to adam1991
Speed test I just ran |
I have a Scientific Atlanta DPC2100R2 modem that I own. It currently has about 8 days and 13 hours uptime. It's running off of the HSD_C-S_cl-ri_RE-it_N-S_H-2_Pa-PI_R.bin config file. The firmware version is v2.0.2r1256-060303 (WOW_Dan pushed down a newer firmware a few weeks ago but I asked him to roll it back due to a "watchdog timer" issue that was my DPC2100RC to reboot every 1-3 days).
EDIT: I should mention that I did this speed test over a wired connection to my Cisco E2000 router running DD-WRT. |
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Reviews:
·WOW Internet and..
| reply to adam1991
Well, I left the house for a bit and came back to a cable modem that--according to its config page--says that it was rebooted 30 minutes ago while I was gone. WOW must have done something.
And suddenly I'm back to 15/2.
I will wait a few days before I cancel the truck roll. |
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| reply to adam1991
I can confirm this problem is also affecting at least one subscriber in Illinois. Up until this morning my connection has been rock-solid at 15/2, but now the upload is topping out at 1Mbps according to the Naperville, IL speed test, even after the usual troubleshooting steps - modem reboot, router disconnection, computer reboot, etc.
I just called support and spoke with a supervisor, Mary, who verified that my account is set up for 15/2. She was unable to resolve the issue, but we did schedule a technician visit for Tuesday. The signal levels look good (44dBmV power level on both upstream channels, 37dB SNR and 2dBmV on all 4 downstream channels) in the modem status page, and there doesn't seem to be any packet loss, so I'm not convinced that this is a problem requiring a technician on-site (e.g. cabling issue). |
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skst
join:2012-09-22
Arlington Heights, IL | I guess I wish I lived in OH because it seems everyone in IL who should have 15/2 got switched to 15/1--and haven't been switched back.
My truck roll is for Wednesday (because I work from 1-3 PM). I also can't imagine how that will help anything because it only broke after the outages WOW had earlier this week. I've reset the modem config, rebooted it, power levels look the same, SNR is fine, no unusual packet loss, and the CSR said I'm configured for 15/2. Now, my modem has been up for two days, so maybe I have to do that all over again to get the fix? Still, I suspect some system-wide cap they put in as part of this huge maintenance that took out IL's service a couple days ago.
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Wide Open West since 2005. (15/2 DL/UL) |
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| My modem just rebooted 2 minutes ago from an SNMP trigger, and now the speed test shows 15/2 again. If all's well tomorrow then it looks like I can cancel the technician visit. |
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skst
join:2012-09-22
Arlington Heights, IL | Congrats, and thanks for updating us. Maybe WOW is slowly realizing their error. My modem has still been up for over two days now. I'll keep an eye on it though. Hopefully they'll figure out their error before I have to rush home and deal with a tech.
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Wide Open West since 2005. (15/2 DL/UL) |
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Reviews:
·WOW Internet and..
·Time Warner Cable
| reply to adam1991
Well, guess what... I'm now stuck at 1 up on my 15/2  . I was getting 2 up last night (not even 24 hours ago).
One user here on DSLReports (baess) IM'ed me and told me that he called WOW and was told that those who got the bump from 8/1 to 15/1 back in October 2011 for $0.01/month more were not supposed to get the free bump from 15/1 to 15/2 and that those of us who got the bump from 8/1 to 15/1 for $0.01 more received the bump to 15/2 due to a "glitch" and were not really supposed to receive the bump to 15/2.
If the above is true, Time Warner is starting to look better and better. I kinda wish I could dump cable altogether, but another member of my household wouldn't like that since she's home during the day watching TV. OTA TV would be more bearable now that we have 3 HDTVs in the house. Mix in some DVD's, Netflix, Hulu and it wouldn't be so bad... for me anyways.
EDIT: I rebooted my modem and router and the 1 up speed persists after the reboot of both. I guess I could call WOW and risk having to cough up $50 for a technician visit, but if I'm going to risk having to cough up $50, then I might as well just go ahead and dump WOW an go back to TWC.
EDIT 2: Fixed typo: changed "TWO" to "TWC" (Time Warner Cable). |
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Reviews:
·WOW Internet and..
| said by slyphoxj:One user here on DSLReports (baess) IM'ed me and told me that he called WOW and was told that those who got the bump from 8/1 to 15/1 back in October 2011 for $0.01/month more were not supposed to get the free bump from 15/1 to 15/2 and that those of us who got the bump from 8/1 to 15/1 for $0.01 more received the bump to 15/2 due to a "glitch" and were not really supposed to receive the bump to 15/2.
The front line reps I spoke with insisted there is no 15/2 and therefore I'm getting what I'm supposed to get, but once I got an escalation supervisor all was well--she knew exactly what was going on and that I was indeed supposed to be getting the 15/2, since I was grandfathered in by virtue of having been moved up from the 15/1 back in June.
And she then proceeded to deal with me on that basis, acknowledging that something was wrong in the system that I was getting only 15/1.
I think all the calls go to only a couple of centers; it's not like I'm getting someone local when I call in. So I'd say keep calling and escalate past the front line reps until someone acknowledges the changes back in June, where 15/1 customers automatically got moved to 15/2. |
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1 edit | reply to adam1991
edit: After a reboot my upload speed is now correct.
Thanks to WOW_Dan. |
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 mix
join:2002-03-19
Utica, MI | 15/2 isn't listed on this page? Didn't it used to be? What gives? |
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 smunro622Premium
join:2006-02-15
Madison Heights, MI | reply to adam1991
i just looked also and 15/1 is listed, not the 15/2 like i have... i have had ever since the increase... the 30/3 and 50/5 are still available...
isnt the 15/1 a non docsis 3 speed and the rest are docsis 3 speeds... |
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mix
join:2002-03-19
Utica, MI | reply to adam1991
Seems pretty likely that someone messed with the 15/2 profile, whether by accident or on purpose. My guess is that your modem is downloading the wrong speed profile config file. Maybe something changed it a bunch of peoples accounts to make this happen. Perhaps someone replaced the profile file on the tftp server or whatever WOW uses to push these files with an incorrect version. This sure seems like something WOW_Dan likes to look into for you guys... |
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 WOW_DanPremium
join:2011-03-24
Naperville, IL
kudos:22 | A bug in the provisioning platform has been corrected as of last night. Rebooting your modem should resolve this issue if you're still experiencing it. |
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Reviews:
·WOW Internet and..
·Time Warner Cable
| said by WOW_Dan:A bug in the provisioning platform has been corrected as of last night. Rebooting your modem should resolve this issue if you're still experiencing it.
I just rebooted my modem and router and did speed tests on speedtest.net and the WOW Cleveland speed test site. I got 15.90 / 2.17 from speedtest.net and 15.94 / 1.97 from the WOW Cleveland speed test site.
Thanks for your help with this! |
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skst
join:2012-09-22
Arlington Heights, IL | reply to WOW_Dan
Yay? I reset my modem's config and rebooted (twice) and went from 15/1 to 8/2 (which is supposed to be 15/2 according to my bill and the CSR). I'd say the provisioning platform still has a bug or two in it. I don't think I'll be canceling tomorrow's truck roll--even though, of course, the poor tech won't be able to do anything about this.
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Wide Open West since 2005. (15/2 DL/UL) |
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skst
join:2012-09-22
Arlington Heights, IL | Not sure if the NOC fixed anything (they cleared a VIN backup), but I also rebooted my bridge and switch and now I'm at 15/2 again. Whew. (The WOW techs, as usual, were great.)
Hopefully it'll stay there, but with the integration of Knology, there will probably be some more growing pains.
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Wide Open West since 2005. (15/2 DL/UL) |
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Reviews:
·Time Warner Cable
| reply to adam1991
no problems here. 
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