Panita
join:2012-09-15
Newburgh, IN
3 edits | WOW new install report.... To Ultra or not to Ultra? A few weeks earlier I had contacted WOW and was told that to set up service in my area, it would be sufficient to contact them two days in advance. Just to be safe, I set up an appointment three days in advance for installation that would take place last Friday. On the day of the appointment we waited and waited, but the installer did not show up on the scheduled appointment. I understand problems can happen so no worries. I called WOW. They must have been busy because it took over one hour on my cell phone (including one drop call as I was being transferred) to get someone on the line. Although we did not get the promised install service Friday, we were happy to hear that they could rescheduled for the following day. We were very surprised that they installs on Saturdays (the installer told me that he does Sundays too) so I am thinking WOW! The installer came on Saturday as promised. He was very professional, helpful and explained everything to our satisfaction; he installed the WOW Ultra package with phone and 30mb internet. While he was still here, I did a speed test on the internet, and asked the installer about the strength of the signal (excellent). When he left everything was working.
Unfortunately our WOW honeymoon was not to last; it didn't take long for problems to come up. So far we're not very impressed. It has been a crap shoot as to whether the TV channels will work or not when we turn on our two TVs (BTW brand new just bought just last week). The TV channels either freeze or not changing channels. I am hopeful it will all be fixed. ( FYI We are in a brand new house wire with brand new RG6 cable, so infrastructure should all be OK).
I am scratching my head. Internet, phone is working and so is the TV channel grid. So I am assuming the Ultra gateway works. We can view the current channel listings as well as upcoming programming. But when you click OK on any given channel the show just does not want to come on. Instead we get a blank screen; sometimes and not always if I wait a few minutes an error message will follow. The same thing is happens with recorded shows. The error message is: "5102 An error occurred during media playback. Please ensure your media server is functioning properly and network connectivity is active.". After repeatedly getting this problems. I tried to troubleshoot by checking the settings . I did a reconnect and a refresh under the Local Network Status but no luck Is there anything else that we can do?
So here I go again; I called WOW again this morning (this is the second or is it third time? in less than one week); the help line lady was friendly, and will be sending someone to check things out. They could not assign a specific slot for today. If it had been today, it would have been an open ended slot "someone will be there between now 10:15am and 8PM. They did have a one hour slot for tomorrow morning so I opted to have the techie come then instead.
When it works Ultra is great. But I am thinking that if the problem persists, I will just have to downgrade to WOW Digital package. 
Could the specific Ultra Gateway unit that we have be faulty? or is the WOW infrastructure here in the Evansville region just not robust enough for this new "Ultra" service?
Hopefully we'll know more tomorrow whether Ultra will work; I'll come back and share the outcome. If Ultra does not work, it will be a real pity as on paper the Ultra service looks like a nice offering. In the end Ultra is worthless if in actuality it does not work as advertised all of the time. |
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 WOW_DanPremium
join:2011-03-24
Naperville, IL
kudos:22 | I was able to locate your account by the trouble ticket scheduled for tomorrow. I took a look at the gateway, and that looks fine. The problem I see is that only one media players shows online. The media player with serial number 8682 is not responding currently.
This leads me to believe there's some sort of communication issue between the gateway and that one media player (that is exactly what a 5102 error code means in fact). Even though the house wiring is new, there could always be a bad splitter or connector in there. It's possible that media player itself could just have an issue.
Hopefully this information can help the technician locate the source of the problem.
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Dan Della Terza
WOW! Internet, Cable & Phone
Network Operations Center |
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| Dan,
Not getting the 5102 error, but I am getting a lot of times that channel's seem frozen. I will change to a channel it it won't go and the one I was just on will freeze on the screen. if I hit the last button, it will take me back to the channel I was at and it works fine, but I can't get the other channel to come up either remoting down to it or up to. After a while it will seem to clear and I can get to it. This is what has been happening for the last 3 days. Last weekends issue was that we kept getting no signal check cable an a lot of the channels I was switching too. i could be because I'm all over the dial on the weekends with sports, could it be that its trying to record all the channels I go to and its getting confused? we have rebooted the gateway and the remote units, but that only fixes it for a little while. Is there a way to flush all the channel recordings to see if that fixes it? |
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WOW_DanPremium
join:2011-03-24
Naperville, IL
kudos:22 | The only way to quickly flush the buffer recordings on channels is to flip through 6 new channels. This will change all tuners to new channels and clear whatever recordings they have in the buffer. Have you contacted customer service about having a technician come out and investigate this issue? |
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| I have not yet, but if it keeps happening, then I will. We were one of the first to get this last January in MI, has anything changed with the hardware or software since then? |
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WOW_DanPremium
join:2011-03-24
Naperville, IL
kudos:22 | said by tmitche2:I have not yet, but if it keeps happening, then I will. We were one of the first to get this last January in MI, has anything changed with the hardware or software since then?
Hardware no. There has been 3-4 software upgrades since then. |
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| do we automatically get them or do I need to call to get it sent? |
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WOW_DanPremium
join:2011-03-24
Naperville, IL
kudos:22 | said by tmitche2:do we automatically get them or do I need to call to get it sent?
They update automatically. |
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| reply to tmitche2
Way to thread hyjack! |
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| Sorry I will start my own, didn't mean to step on anyone's toes |
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