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Rick4769

join:2012-11-21
Buffalo, NY
Reviews:
·Time Warner Cable
·Verizon FiOS

[Internet] 50/5 Problems------Service Call

Click for full size
On Tuesday, TWC sent out a tech and replaced my cable lines inside, checked the cable line outside, ran a series of tests that indicated all kinds of errors, installed a new Arris Gateway. Here is what my speed is today. They have done all they can do the tech said yet I am paying for 50/5 and receiving 10/5.

brenix

join:2004-03-27
San Diego, CA

Click for full size
Same tier/problems here.. Had techs come out twice and still having the issue.. For me however, I see these speeds throughout the day. Around 2am, my available bandwidth jumps back up to what it should be consistently..

I'm supposed to hear from one of the supervisors in my area to see what might be happening... I will post back here once I hear from them since I think our issues might be related..

Attached is a speed test I run every hour and charts the upload and download.. You can see that the upload remains the same, but download jumps from 50mpbs down to 1mbps and back up during different periods of the day...


Rick4769

join:2012-11-21
Buffalo, NY

I do not know what is causing the problems and the TWC tech indicated he never saw anything like all the errors I am generating. Since I am not getting the speeds I pay for, I hope they generate a credit on my bill until the issue is resolved.



areoh

join:2001-11-10
Kansas City, MO
reply to Rick4769

Strange, same issue here in KC (100/5.) Have a tech coming tomorrow.
--
»www.areoh.com



Jabbu
Premium
join:2002-03-06
reply to Rick4769

I've seen a lot of firewalls cut 50 down quite a bit. Have you tried the same test with a PC direct to modem?



areoh

join:2001-11-10
Kansas City, MO

Absolutely. Tried everything possible for troubleshooting our end. I'll report back after the apt.

BTW, what's the deal with all of the automated appointment confirmation phone messages? Had three of them even though I confirmed the apt each time.
--
»www.areoh.com



Rick4769

join:2012-11-21
Buffalo, NY
Reviews:
·Time Warner Cable
·Verizon FiOS

Click for full size
Checked todays speed and this is what I got. I know that the service tech tried everything in his power to correct the situation but the consistent poor download speeds remain!


areoh

join:2001-11-10
Kansas City, MO

Curious, have you tried to escalate further? Just wondering what the next step is if the tech can't correct the issue. Surly we will not just get an "oh well" response from them?
--
»www.areoh.com


brenix

join:2004-03-27
San Diego, CA
reply to Rick4769

Click for full size
I've tried almost everything from my end to resolve this problem as well.. I've been in contact with a supervisor in my area. He was supposed to email some engineers to do some testing... It's been 2 weeks since I've experienced this issue.. However, it seems to have improved within the last few days.. Attached is another graph to visualize over time how I'm experiencing this issue..


areoh

join:2001-11-10
Kansas City, MO
reply to areoh

The tech came and went...

He was very helpful and professional and took the time to replace some inside line. He also identified a major signal issue outside - another tier of techs will correct that issue in the coming days (possibly tomorrow.)

The speeds are the same, however. Pretty disappointed but I also understand that he did what he could. I also pointed him to this thread so he could see it wasn't just our area.

The most frustrating thing is that we had a home water/flooding problem around the same time the speed issues started. Originally, I was certain that was the cause of the speed dump; our modem and lines all had gotten wet.

I'll update again once the other crew has been here and gone (assuming I'm made aware that they are/were around.)
--
»www.areoh.com



areoh

join:2001-11-10
Kansas City, MO

I do not know if the crew has come to service the outside line issue. But, I can say that down speeds are actually worse today: around 5/5. Upload speeds don't seem to be a problem.

This is unacceptable especially since we're paying for premium 100/5 speeds. I will place yet another call to TWC this week.
--
»www.areoh.com



Rick4769

join:2012-11-21
Buffalo, NY
Reviews:
·Time Warner Cable
·Verizon FiOS

Click for full size
My download speed today, Sunday 9/8/13 is horrid. I did get an e-mail that a trouble ticket was placed. I hope they get this corrected soon.


areoh

join:2001-11-10
Kansas City, MO

Click for full size
»testmy.net/db/cVm3REp »testmy.net/cVm3REp.png
--
»www.areoh.com

brenix

join:2004-03-27
San Diego, CA
reply to Rick4769

Have either of you ran a speed test in the early morning (3am-6am)? I'm curious if you see the speed you should be getting around that time since that what seems to occur for me..

My speeds this weekend have been even worse though: 3-5 down/5 up



Rick4769

join:2012-11-21
Buffalo, NY
Reviews:
·Time Warner Cable
·Verizon FiOS

Yes, I have ran an early morning speed test with the same results. It doesn't matter what time of the day it is regarding my problem. When the service tech was here this past Tuesday, he spent over 3 hours changing lines inside and outside and doing speed tests. It is definitely a problem that engineering needs to look into since the tech indicated he did everything he could do.



Joseph1

@optonline.net
reply to Rick4769

Gotta talk to a supervisor at tech support and make them do something to initiate a node split

Your node is definitely congested

I can only guess you are in NYC

They need a ton of work to be done in NYC



Jabbu
Premium
join:2002-03-06
reply to Rick4769

talking to a supervisor in the call center isn't going to get a node split...



hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
kudos:11
reply to Joseph1

"I can only guess you are in NYC

They need a ton of work to be done in NYC"

His profile clearly says he is in Buffalo.

Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson



bluepoint

join:2001-03-24
reply to Jabbu

said by Jabbu:

talking to a supervisor in the call center isn't going to get a node split...

So who do you suggest the OP to call?


bluepoint

join:2001-03-24
reply to hobgoblin

said by hobgoblin:

"I can only guess you are in NYC

They need a ton of work to be done in NYC"

His profile clearly says he is in Buffalo.

Hob

Isn't that your area? I thought it's time to shine.


hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
kudos:11

"Isn't that your area? I thought it's time to shine."

I am waiting for the original poster to respond to me unless you have his account details.

Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson


dragonflyher

join:2013-04-21
Palm Desert, CA
reply to bluepoint

I'm in So. California and have had these problems and some others to do with my Network architecture. Since I have their modem/router, I 'm forced to take their word for my settings. Funny thing is none of the independent tests I've ran jive with the router settings I'm being shown. They do though independently jive with each other. I'd now have to ask why, or how this is even possible?
I have zero control of my Firewall settings, that are only accessable through their modem/router, which in my case is an Arris TG862G. Tests confirm I'm working from a sandbox! Yet after numerous calls and ongoing opened tickets, TWC denies these claims, and/or tests results are true? How can I get to the truth once and for all? My devices are, and have been wide open for months now.
Unfortunately all the time spent waiting on techs, tickets, and phone call was for naught.
To end on a more positive note and to answer someone's question above about whom else to contact at TWC, I found this link that seems to have worked for some others. »consumerist.com/2008/11/04/reach···rvice-2/



justin
..needs sleep
Australian
join:1999-05-28
kudos:15

You can also use: »Time Warner Cable Direct



hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
kudos:11

said by justin:

You can also use: »Time Warner Cable Direct

Justins link is good!
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson


bluepoint

join:2001-03-24
reply to justin

said by justin:

You can also use: »Time Warner Cable Direct

Very interesting the site boss is around to assist.


Rick4769

join:2012-11-21
Buffalo, NY
Reviews:
·Time Warner Cable
·Verizon FiOS
reply to Rick4769

Yesterday I talked with Philip from the Time Warner National Help desk and he was supposed to call me at 4 P.M. today. He never called so I talked with a tier 2 tech on the phone and they are sending someone out between 1 and 2 P.M. tomorrow, to check my new outside lines which were installed last Tuesday.

I am starting to think it is the Time Warner server that I utilize.



hobgoblin
Sortof Agoblin
Premium
join:2001-11-25
Orchard Park, NY
kudos:11

Sending me your Mac address might have been a good thing.

Hob


brenix

join:2004-03-27
San Diego, CA
reply to Rick4769

I believe there may be something more widespread that is causing these issues. I don't believe it is the cable lines since I would think the upstream would suffer the performance as well.

The only other things I can think of is something to do with the nodes or interconnect nodes being congested/oversubscribed (I read this somewhere else), or something with configuration for the 50/5 and 100/5 tiers since i'm not aware of anyone with a lower tier with the same issue. For me, I noticed it around 8/26 slightly after they rolled out the free speed boost for all tiers too..

Stuck with 6mbps down/5mbps up at the moment...



Anonymous_
Anonymous
Premium
join:2004-06-21
127.0.0.1
kudos:2
Reviews:
·Time Warner Cable

4 edits
reply to Rick4769

said by Rick4769:

On Tuesday, TWC sent out a tech and replaced my cable lines inside, checked the cable line outside, ran a series of tests that indicated all kinds of errors, installed a new Arris Gateway. Here is what my speed is today. They have done all they can do the tech said yet I am paying for 50/5 and receiving 10/5.

maybe if you stopped running speedtest there would be more bandwidth available

The only biggest issue is signal degradation after every time it goes out.

so far the line has lost about 5.5 dBmV of signal on the downstream it used to be 1.5+ to 2+ dBmV with zero errors in the beginning of the year.

2dBmv lost in just the last 2 months

now it's to -2.7 -3.4 dBmV

2 Locked QAM256 1 663000000 Hz -2.3 dBmV 36.5 dB 22528 7286
3 Locked QAM256 2 669000000 Hz -2.7 dBmV 35.8 dB 35551 12167
4 Locked QAM256 3 675000000 Hz -2.6 dBmV 36.0 dB 31585 12150
5 Locked QAM256 4 681000000 Hz -3.2 dBmV 35.6 dB 50821 11340
1 Locked QAM256 5 687000000 Hz -3.4 dBmV 35.4 dB 59429 14425
6 Locked QAM256 6 693000000 Hz -3.4 dBmV 35.5 dB 75276 12563
7 Locked QAM256 7 699000000 Hz -3.4 dBmV 35.5 dB 97900 12382
8 Locked QAM256 8 705000000 Hz -3.3 dBmV 35.4 dB 103651 13190

upstream change a lot as well used to be 48dBmv now it's almost 53


Rick4769

join:2012-11-21
Buffalo, NY
Reviews:
·Time Warner Cable
·Verizon FiOS
reply to Rick4769

Click for full size
This is my speed today before my 1 P.M. appointment taken at 12:10 P.M.