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mm
I Did It My Way
Premium Member
join:2001-04-07
Summerville, SC

mm to joeb99

Premium Member

to joeb99

Re: [Internet] So frustrated with saturated node

I don't understand why that has not been done already. I asked earlier when I was talking to India for tier 3 and they claimed they were it. Either he was lying or had no clue what I was asking for.
Blizzard
join:2014-09-21

Blizzard

Member

said by mm:

Either he was lying or had no clue what I was asking for.

I'd suspect both.
joeb99
join:2010-03-18

1 edit

joeb99 to mm

Member

to mm
I believe TWC support is about 50/50 in terms of in-house and outsourced. Most of the various outsourcers are located in the Philippines, although TWC does have a vendor in India, as someone pointed out earlier. Signature Home is based out of San Diego, and Tier 3 is scattered around the country.

The Sig Home rep will definitely get you to the right place. Also, if you call the general support line and choose the option for home phone technical support, you will probably be routed directly to Tier 3.

mm
I Did It My Way
Premium Member
join:2001-04-07
Summerville, SC

mm

Premium Member

The one time I had phone issues the support was useless. The tech was blaming my Panasonic phone. When I said it works on the other line that really confused him (VOIP). Then he blamed my VOIP for causing the TWC phone to not work correctly. Once I got to tier 3 they solved the problem in 2 minutes. But of course that took 2 days to get to Tier 3.
omghi2u
join:2001-02-05
.

omghi2u to mm

Member

to mm
said by mm:

My Signature rep is going to call me during the slow period tonight. If he can't shake the tree I will call them tomorrow and make more noise. I have been pestering all the neighbors to call up and complain about the evening slowdowns. I would think at some point TWC is going to wonder why they keep dispatching the trucks here.

Don't take my advice or anything... seriously though, the power is in your hands to get this fixed. Stop complaining here until you've given tier 3 a shot.

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

hobgoblin to mm

Premium Member

to mm
I just sent you a PM.

Hob

maartena
Elmo
Premium Member
join:2002-05-10
Orange, CA

maartena to mm

Premium Member

to mm
said by mm:

8:30pm and back to 9meg down. It was 58meg all day long. 8pm and it started taking a steady dive.

»www.speedtest.net/my-res ··· 72924553

Doesn't the downstream power seem a bit on the low side, and the upstream a tad bit too high?

djrobx
Premium Member
join:2000-05-31
Reno, NV

djrobx

Premium Member

said by maartena:

Doesn't the downstream power seem a bit on the low side, and the upstream a tad bit too high?

His signal levels look quite good really. The uncorrecteds (a whopping 12, which had been there since things were good) would be higher if there were downstream transmission issues. Unfortunately we can't see the upstream SNR and/or uncorrectable count.

mm
I Did It My Way
Premium Member
join:2001-04-07
Summerville, SC

mm

Premium Member

The tech just left. He saw nothing wrong with my end. Signals were all good. He confirmed there has been a lot of complaints about the slowdowns in the evening and they pushed the network support to India about 3 months ago. (Not the tier 3)

He put in the ticket to his supervisor that it's a network saturation issue. Neighbors came out of there houses while he was here to complain to him. I spoke to neighbors several blocks over with the 50/5 service and everybody is seeing 7/5 around 8:30pm - 10pm. That was yesterday, who knows what tonight will be like.

I would love to know what these guys in India can't see. They are useless. What's the point of outsourcing to people who can't understand a problem.

So now I wait and see what TWC will do. Can they shift our area around to different nodes electronically or is it a physical thing?
mm

mm to omghi2u

Premium Member

to omghi2u
I think the power is here. I have had a lot of success posting issues for any cable provider in these forums. You learn a lot too. What's really helped also is the Facebook community page for my area, that confirmed I'm not alone with these evening slowdowns. I'm just happy the truck guy spoke perfect English and I got my point across.
mm

mm

Premium Member

Click for full size
It's not even 8:30pm yet and the speed has been sliced almost in half 31/5. I was getting 56/5 about an hour ago.

»www.speedtest.net/my-res ··· 75496908

tracert www.yahoo.com

Tracing route to fd-fp3.wg1.b.yahoo.com [98.139.180.149]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 23 ms 34 ms 33 ms cpe-024-031-198-185.sc.res.rr.com [24.31.198.185
]
4 17 ms 23 ms 23 ms cpe-024-031-206-248.sc.res.rr.com [24.31.206.248
]
5 28 ms 32 ms 30 ms be33.drhmncev01r.southeast.rr.com [24.93.64.180]

6 46 ms 41 ms 40 ms bu-ether35.asbnva1611w-bcr00.tbone.rr.com [107.1
4.19.42]
7 34 ms 32 ms 35 ms 0.ae0.pr1.dca10.tbone.rr.com [107.14.17.200]
8 34 ms 40 ms 35 ms 209.48.38.225
9 41 ms 39 ms 39 ms vb2000d2.rar3.washington-dc.us.xo.net [207.88.13
.66]
10 38 ms 39 ms 38 ms ae0d0.cir1.ashburn-va.us.xo.net [207.88.13.61]
11 82 ms 80 ms 81 ms 209.220.18.22.ptr.us.xo.net [209.220.18.22]
12 92 ms 105 ms 95 ms ae-5.pat1.bfz.yahoo.com [216.115.96.65]
13 95 ms 105 ms 94 ms ae-4.msr1.bf1.yahoo.com [216.115.100.25]
14 92 ms 123 ms 89 ms UNKNOWN-98-139-128-X.yahoo.com [98.139.128.11]
15 93 ms 89 ms 86 ms UNKNOWN-72-30-22-X.yahoo.com [72.30.22.43]
16 86 ms 103 ms 94 ms po-14.bas1-7-prd.bf1.yahoo.com [98.139.129.225]

17 93 ms 96 ms 93 ms ir1.fp.vip.bf1.yahoo.com [98.139.180.149]

Trace complete.
mm

mm

Premium Member

Click for full size
8:30pm like clock work 6/5. Might as well get DSL at this rate! And the guys in India say there's nothing wrong.

»www.speedtest.net/my-res ··· 75556486

tracert www.yahoo.com

Tracing route to fd-fp3.wg1.b.yahoo.com [98.139.180.149]
over a maximum of 30 hops:

1 1 ms 1 ms 1 ms 192.168.1.1
2 * * * Request timed out.
3 23 ms 34 ms 33 ms cpe-024-031-198-185.sc.res.rr.com [24.31.198.185
]
4 17 ms 23 ms 23 ms cpe-024-031-206-248.sc.res.rr.com [24.31.206.248
]
5 28 ms 32 ms 30 ms be33.drhmncev01r.southeast.rr.com [24.93.64.180]

6 46 ms 41 ms 40 ms bu-ether35.asbnva1611w-bcr00.tbone.rr.com [107.1
4.19.42]
7 34 ms 32 ms 35 ms 0.ae0.pr1.dca10.tbone.rr.com [107.14.17.200]
8 34 ms 40 ms 35 ms 209.48.38.225
9 41 ms 39 ms 39 ms vb2000d2.rar3.washington-dc.us.xo.net [207.88.13
.66]
10 38 ms 39 ms 38 ms ae0d0.cir1.ashburn-va.us.xo.net [207.88.13.61]
11 82 ms 80 ms 81 ms 209.220.18.22.ptr.us.xo.net [209.220.18.22]
12 92 ms 105 ms 95 ms ae-5.pat1.bfz.yahoo.com [216.115.96.65]
13 95 ms 105 ms 94 ms ae-4.msr1.bf1.yahoo.com [216.115.100.25]
14 92 ms 123 ms 89 ms UNKNOWN-98-139-128-X.yahoo.com [98.139.128.11]
15 93 ms 89 ms 86 ms UNKNOWN-72-30-22-X.yahoo.com [72.30.22.43]
16 86 ms 103 ms 94 ms po-14.bas1-7-prd.bf1.yahoo.com [98.139.129.225]

17 93 ms 96 ms 93 ms ir1.fp.vip.bf1.yahoo.com [98.139.180.149]

Trace complete.
ke4pym
Premium Member
join:2004-07-24
Charlotte, NC

ke4pym

Premium Member

File an FCC complaint.

»consumercomplaints.fcc.g ··· hc/en-us

It will get TWC's attention.

Where does your local office report up too? Charleston? Poke around on LinkedIn for VP's that work for TWC in Charleston.

Start sending emails....
soja
join:2014-01-21
Waterloo, NY

soja to mm

Member

to mm
The interesting thing I see is your pings remain completely fine during all of this. Speedtest reports good pings, trace shows nothing strange.

mm
I Did It My Way
Premium Member
join:2001-04-07
Summerville, SC

1 edit

mm

Premium Member

I will be making more noise tomorrow. My Signature rep never called. The supervisor was supposed to call me also and that didn't happen either. I made a call into TimeWarner at 8:30pm to document my wonderful 7/5 speed and the rep did not know much. I talked to a few people on our Facebook page and it was a universal 7/5 for all. They called in and several got India and were not happy.

I asked for Tier 3 support and the rep kept avoiding my request. Tomorrow I need to ask for a credit on my account until it's fixed. It sucks not having competition. I remember the days of CableVision, you never got satisfaction with those guys. Then Verizon FIOS came along and problem solved. Down here in SC I have no options, AT&T only offers DSL in my area.
ke4pym
Premium Member
join:2004-07-24
Charlotte, NC

ke4pym to soja

Premium Member

to soja
said by soja:

The interesting thing I see is your pings remain completely fine during all of this. Speedtest reports good pings, trace shows nothing strange.

This was pretty typical of the issue I experienced in 2009.

OP is living my nightmare all over again.

On the up side ... At least he's getting 7Megs.... I was down to 128Kbps!

mm
I Did It My Way
Premium Member
join:2001-04-07
Summerville, SC

mm

Premium Member

They finally acknowledged that the network is the issue and it's been escalated to next team of people to look at. I first called about this back in December 2014. They closed the ticket even though it was still slow. It's a full time job to shake the tree these days. Those guys in India pissed me off big time. It's an epidemic with all this IT outsourcing.
mm

mm

Premium Member

TWC is finally going to upgrade the node next week. I got the call earlier today. They fully admitted they were aware of the problem since January. Two thumbs down to those guys in India though, I really don't think they understood a word I was saying. All they wanted to do was close the ticket.
Bluekross
join:2014-11-25
Frisco, TX

Bluekross

Member

And TWC and Comcast want to merge. Imagine how badly they fail at customer service now; just wait until they're bigger and care even less.

OpTiC
Premium Member
join:2014-03-08
West Covina, CA

OpTiC

Premium Member

said by Bluekross:

And TWC and Comcast want to merge. Imagine how badly they fail at customer service now; just wait until they're bigger and care even less.

That has nothing to do with this congested node.

mm
I Did It My Way
Premium Member
join:2001-04-07
Summerville, SC

mm

Premium Member

said by OpTiC :

said by Bluekross:

And TWC and Comcast want to merge. Imagine how badly they fail at customer service now; just wait until they're bigger and care even less.

That has nothing to do with this congested node.

It actually does. I started calling TWC in December 2014 about the network congestion in the evening hours. Their customer service dropped the ball. I was told it was my connection. They rolled a truck, changed the coax fittings and declared it a success because the repair was done well before the network would slow down (8pm). I can't begin to tell you how many calls I made and how bad the India support was. It actually upset me, and I am an IT guy that has to deal with India for some server support. But these TWC India guys were extra difficult. If they had decent customer service the problem could have been resolved back on the first call. And where is my Signature rep that is supposed to oversee all these issues?

What about the customers that don't know how to do pings, trace routes and check the levels on their modem? That's the perfect customer for a cable company, they can tell them any BS story they want. And if your not a Signature account the hold times are ridiculous from what I read on our local Facebook community page. That's unacceptable.

You would think with TWC rolling trucks out almost every day to the same area for the same complaint would trigger something to say maybe it's the network. In my opinion the customer should not even have to call in about congested networks, their is something wrong if they don't have some scripts to monitor issues like this. From what I have heard Comcast is no better and I don't believe a merge will help us at all, it will eliminate jobs and put more money in the executives pockets.

OpTiC
Premium Member
join:2014-03-08
West Covina, CA

OpTiC

Premium Member

said by mm:

said by OpTiC :

said by Bluekross:

And TWC and Comcast want to merge. Imagine how badly they fail at customer service now; just wait until they're bigger and care even less.

That has nothing to do with this congested node.

It actually does. I started calling TWC in December 2014 about the network congestion in the evening hours. Their customer service dropped the ball. I was told it was my connection. They rolled a truck, changed the coax fittings and declared it a success because the repair was done well before the network would slow down (8pm). I can't begin to tell you how many calls I made and how bad the India support was. It actually upset me, and I am an IT guy that has to deal with India for some server support. But these TWC India guys were extra difficult. If they had decent customer service the problem could have been resolved back on the first call. And where is my Signature rep that is supposed to oversee all these issues?

What about the customers that don't know how to do pings, trace routes and check the levels on their modem? That's the perfect customer for a cable company, they can tell them any BS story they want. And if your not a Signature account the hold times are ridiculous from what I read on our local Facebook community page. That's unacceptable.

You would think with TWC rolling trucks out almost every day to the same area for the same complaint would trigger something to say maybe it's the network. In my opinion the customer should not even have to call in about congested networks, their is something wrong if they don't have some scripts to monitor issues like this. From what I have heard Comcast is no better and I don't believe a merge will help us at all, it will eliminate jobs and put more money in the executives pockets.

Looks like you don't have SH because SH reps are in SD. I had to deal with indian guys when I had a problem and they were excellent. The Indian guys aren't suppose to deal with SH the first place. Actually for Comcast merger there are advantages and disadvantages. If you want to know that please refer to the pinned merger topic.

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

hobgoblin

Premium Member

said by OpTiC :

Looks like you don't have SH because SH reps are in SD.

SD?

Hob

mm
I Did It My Way
Premium Member
join:2001-04-07
Summerville, SC

mm to OpTiC

Premium Member

to OpTiC
said by OpTiC :

Looks like you don't have SH

I have the Signature service, when I call TWC the first thing that's stated is we recognize you as a Signature account. The call started with an American but the calls back to me were from India.

OpTiC
Premium Member
join:2014-03-08
West Covina, CA

OpTiC to hobgoblin

Premium Member

to hobgoblin
I meant by SD is a abbreviation of San Diego.

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

hobgoblin

Premium Member

Signature at Home support for the East Coast is based in The Carolinas. Thanks for posting.

Hob
hobgoblin

hobgoblin to mm

Premium Member

to mm
said by mm:

but the calls back to me were from India.

And I have explained that to you.

Hob

mm
I Did It My Way
Premium Member
join:2001-04-07
Summerville, SC

mm

Premium Member

said by hobgoblin:

And I have explained that to you.

I was responding to Optic since he's implying I'm not on the SH service. I never get India when I call in. But the follow ups are a different story.

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

4 recommendations

hobgoblin

Premium Member

said by mm:

I was responding to Optic since he's implying I'm not on the SH service. I never get India when I call in. But the follow ups are a different story.

Ignore him, he does not have much of a clue.

Hob

mm
I Did It My Way
Premium Member
join:2001-04-07
Summerville, SC

mm

Premium Member

said by hobgoblin:

Ignore him, he does not have much of a clue.

Very subtle!!!