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Snowknight26

join:2011-04-06
reply to Snowknight26

Re: TWC Dallas, New Speed, Ultimate 75

said by Snowknight26:

Maybe the representative I talked hadn't been filled in on the details of the new package, but according to her it's not available in the Richardson area.

Looks like I just had to bounce around a few CSRs. Last one I spoke to 'found' the package and was able to add it to my account.



Hopefully it'll get better later. Might have to call Tier 2/3 support..

BJR

join:2012-10-04
Dallas, TX
Check MyServices to see if they really did upgrade you.

Also, look for "Resetting the cable modem due to docsDevResetNow" in your event log at or around the time you called. That would mean that they tried to reboot your modem and if the new speeds didn't take hold then it could mean a few things. I saw that in mine when i called and knew something was wrong when i was not getting the new speeds. that and my internet stopped working till evening time when i had to call again.

Snowknight26

join:2011-04-06
said by BJR:

Check MyServices to see if they really did upgrade you.

Also, look for "Resetting the cable modem due to docsDevResetNow" in your event log at or around the time you called. That would mean that they tried to reboot your modem and if the new speeds didn't take hold then it could mean a few things. I saw that in mine when i called and knew something was wrong when i was not getting the new speeds. that and my internet stopped working till evening time when i had to call again.

Thu Jan 17 19:50:20 2013    Critical (3)   Resetting the cable modem due to docsDevResetNow  
Thu Jan 17 19:32:51 2013    Critical (3)   Resetting the cable modem due to docsDevResetNow  
Thu Jan 17 19:10:44 2013    Critical (3)   Resetting the cable modem due to docsDevResetNow  
Thu Jan 17 12:10:54 2013    Critical (3)   Resetting the cable modem due to docsDevResetNow  
 

MyServices reports I have "Ultimate 75 Upgrade" on top of Standard Internet.

Tier 3 said to wait 24 hours for the provisioning to roll out but that seems a bit odd, and a bit less believable now that the speeds are no higher than 25Mbps about 8 hours later.

We'll see tomorrow.

BJR

join:2012-10-04
Dallas, TX
yup, that is just how my modem looked but at least your internet is still running.

Yea, i find it ood that they would ask you to wait 24hrs but it is a good sign that MyServices shows you upgraded. Maybe the T3 guy didn't want to go through too much effort.

Snowknight26

join:2011-04-06


That turned out better than expected.

BJR

join:2012-10-04
Dallas, TX
that is great!


mromero
Premium
join:2000-12-07
The O.C.
kudos:1
reply to Snowknight26
cant wait til this hits my area.