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johnny2265

join:2012-11-19

Columbus Area outage?

My cable seems to be down (Nov. 19th, 2012) but internet is still functional. Anyone else having issue or know what might be going on? I've tried calling WOW but the line is busy (which probably means there is an outage, but just want to make sure.)
I unplugged my cable box/router and left it unplugged for about 10 minutes. Not long enough for the battery to die, but internet went down and communications to my TV boxes was down. Didn't fix it.
Any Ideas?

Icculus58

join:2012-11-19
Columbus, OH
Non ultra tv here in cols, and no hd channels, only sd.

Hovee

join:2012-11-19
Dublin, OH
reply to johnny2265
I have random channels that are out. For instance, I get espnhd, but fsnHd does not come in. I am on cable card. My Internet is working fine.


jpry1977

@wideopenwest.com
reply to Icculus58
Yes, they are aware of this. Almost all HD channels are out and some SD channels are out as well. I think it's affecting Chicago too.

Ever since they "upgraded" their billing/call system, 866-496-9669 has always given me a busy signal. Try calling 800-491-1419 instead (it might still be busy, though). Or you can call their business number at 888-969-4249 and get transferred to the residential customer service line from there.

I really like WOW... but they messed up big time and should do something like give everyone some credits for the inconvenience. If only we could get FIOS in Cow-town!


chachster
Premium
join:2002-08-07
Westerville, OH
Reviews:
·Time Warner Cable
·AT&T U-Verse
·WOW Internet and..
reply to johnny2265
Non-ultra, cable cards (and one 8300 HDDVR) and have been having issues since about noon. Just made the switch and cut my other provider only to experience this. Hope it is not a sign of things to come. A lot of HD and the music choice are all dark.

I also like the message about the last few days (days.. yeah right) of long hold times, etc.. it has been weeks. Hopefully WOW gets this all corrected and does something to show the customers they are sorry. I'm know that's wishful thinking, but one can dream.

highfigh0

join:2007-01-15
Pickerington, OH
reply to johnny2265
Mine just came back. Pickerington Ohio.


Zander

@wideopenwest.com
reply to johnny2265
We also are having issues with WOW since the 18th of November, 2012. The internet it up and all channels I have checked but not access to the recordings on the DVR nor ability to schedule any. I've tried calling and have sent an email via the customer online WOW portal. Just a form email reply.

Hey, how about a form email that describes the type of issues that customers might attribute to their "Upgrade" issues?

I think that the English language might gain a new useage for 'upgrade' as a euphemism for 'eff-up' after this WOW fiasco.

They surely could also broadcast a message en masse detailing they types of issues that might be attributable to their 'upgrade' rather than leaving us all wondering and unable to reach them. When I first got WOW they were eager to broadcast suggestions that I order porn through their pay per view!

JamfSlayer

join:2012-11-04
Columbus, OH
Reviews:
·WOW Internet and..
I have been talking with WOW_Dan on here... He is your best resource. I hope he checks this new thread to see it's not just isolated.

If you have UltraTV, you should be able to access your DOCSIS diagnostic screen by going to »192.168.100.1. Look in the event log - you will see an entry in there when it is having trouble - you will notice it will say something along the lines of "2-way Not ok."

It's basically your gateway falling out of the system somehow.. Normally a reboot will temporarily fix it, but it'll be dark again within 24 hours.


WOW_Dan
Premium
join:2011-03-24
Naperville, IL
kudos:35
reply to johnny2265
said by johnny2265:

My cable seems to be down (Nov. 19th, 2012) but internet is still functional. Anyone else having issue or know what might be going on? I've tried calling WOW but the line is busy (which probably means there is an outage, but just want to make sure.)
I unplugged my cable box/router and left it unplugged for about 10 minutes. Not long enough for the battery to die, but internet went down and communications to my TV boxes was down. Didn't fix it.
Any Ideas?

Are you still experiencing these issues? When you do pull the power, you want to also pull the battery. The batter only runs the phone side of the gateway, so in the case of a power loss, you still have phone service, but internet and cable advanced services will go down. If you leave the battery in, it will not do a full reboot and reinitialization, which is typically what will resolve issues with the gateway.

Also, if you would like me to take a closer look at your issues, please send me a private message with an account number and phone number so I can actually take a look at your equipment and see what I can find.
--
Dan Della Terza
WOW! Internet, Cable & Phone
CMTS Operations Engineer


Zander

@wideopenwest.com
reply to JamfSlayer
Hey, I do not have Ultra TV, actually, otherwise I certainly would try your suggested fix. Good of you to take the time to offer. Thank you.

I don't see how to contact Dan directly without becoming a member of some sort....hmmm...


Ptown WoW

@wideopenwest.com
reply to johnny2265
Today (Dec 2nd) my neighbor and I are getting extreme pixelation on our cable which is making it unwatchable. Anyone else getting this problem? We are in the Pickerington area.

Internet is fine.

bushman311

join:2008-02-14
Columbus, OH
reply to johnny2265
I'm on the East side of Columbus and am having issues with both cable and internet (Ultra TV). Cable is unwatchable with horrible artifacting/pixelation/stuttering, and internet is incredibly slow. Anyone else having issues?

I have tried powering down for 5 minutes, but it did not fix the issue.

boopin

join:2011-08-25
reply to johnny2265
Yep, also in Pickerington and having TV issues (massive pixelation making every channel pretty much unwatchable) and now, for the first time since all of this crap started, internet issues as well. I can see in my modem status that my signal levels are a little wonky right now. This is unacceptable. Could barely get on to post this.

Just ran a speedtest on my 50/5 service... 1.53mbps down/0.66mbps up. Close enough! lol

highfigh0

join:2007-01-15
Pickerington, OH
Same here in cherry hill pickerington. Its great that you can't even get a phone call in to support. Also bummer because we bought a new 60" plasma last night and I looked forward to chillin in front of it and catching up on some dvr'd shows. Oh well.

boopin

join:2011-08-25
said by highfigh0:

Same here in cherry hill pickerington. Its great that you can't even get a phone call in to support. Also bummer because we bought a new 60" plasma last night and I looked forward to chillin in front of it and catching up on some dvr'd shows. Oh well.

I kept getting a busy signal trying to call support but just kept redialing and eventually got through. Then there was a 30 minute wait before I did finally talk to anyone. They don't seem to be aware of any big problem here so if you can find the time do call in and let them know. They're sending someone out here tomorrow afternoon but I'm sure either they won't be able to do anything because it's not a problem specific to my house or it'll be "better" before they get here.

And why can't you watch DVR stuff? That's all saved locally so it should still be watchable? Maybe I'm stupid...lol.


Pick Area

@wideopenwest.com
Live in pickerington area as well same issue as above. On hold with WOW for 1hr now. I thought i might just be me, glad i checked here. I let them know others in area are having issues.

boopin

join:2011-08-25
reply to johnny2265
I was able to get through the issues a couple weeks ago because it was TV only for me at least. Now with it being TV AND internet it's pretty unbearable. Can't watch Netflix, can't watch justin.tv/twitch.tv, can't play games on Xbox Live, etc., etc. Just sitting here on my computer refreshing the modem status page watching the signal levels go crazy every other refresh or so.

bushman311

join:2008-02-14
Columbus, OH
reply to johnny2265
I gave up after a half hour on hold. Glad to see some of you were able to get through. Looks like another unwatchable night of The Walking Dead

boopin

join:2011-08-25
reply to johnny2265
Haha! My vigilance has paid off! Like I said, I was just sitting here refreshing the modem status page watching the signal levels be all screwed up. Just did a refresh about a minute ago and the signal levels looked back to what I normally see. Sure enough right as I noticed that the pixelation on my TV disappeared. Clicked a few of my bookmarks and the sites were all loading perfectly and quickly. Ran a speedtest and I'm right back at my 50/5 as I should be. Was just about to get off the computer and do something else. What a silly idea.


Pick Area

@wideopenwest.com
After 1hr 10min waiting I got through. I told the tech about others on here reporting the issue. He did some digging a verfied they have and outage in our area. As I was on phone with him my phone cleared up with him, the ping I was running cleared up, and my TV cleared up. He said they still have it listed as outage in the area but looks like they have it headed in correct direction.

boopin

join:2011-08-25
reply to johnny2265
Was having problems again this morning before I left for work. Hopefully they're resolved by the time I get home. Getting ridiculous.


toobadsosad

@wideopenwest.com
Instead of sitting around here moaning about it, do something. Call customer service. It's ridiculous to expect a magical solution by the time you get home.

MrMonk

join:2012-11-28
Cleveland, OH
You must be new.

One doesn't simply call wow support.


toobadsosad

@wideopenwest.com
Why not?

adam1991

join:2012-06-16
Columbus, OH
Reviews:
·WOW Internet and..
Not until February, at any rate. That's when they'll have their call center issues resolved. That's the plan, anyway.

When I was at the WOW office this afternoon, I dumped a bit on the poor guy at the desk. He gets it. I finally asked him, what happened? His answer:

"Lack of foresight."

I left it at that. I wonder what the hell really happened...

boopin

join:2011-08-25

1 edit
reply to toobadsosad
said by toobadsosad :

Instead of sitting around here moaning about it, do something. Call customer service. It's ridiculous to expect a magical solution by the time you get home.

Don't really have 30-60 minutes to sit there on hold at work and make the call. Had it still been an issue when I got home then obviously I would have called.


crwtom

@wideopenwest.com
reply to johnny2265
Internet and phone service is a disaster since last Sunday (12/2) and is still not resolved. Internet is out or get ridiculously slow intermittently -- usually for time period between 20min and 2 hours. At some times also the phone is dead.

the 1-866 number is useless - either busy signals and voice recorded apologies or waiting times that exceed 30minutes (after which times I either have other things to do or the internet is up again).

A couple more days of this nonsense and I switch providers.


viiper

@wideopenwest.com
Same here. Would lose connectivity, call the 24/7 number (which means you wait 24 hours each of the 7 days to get a hold of someone) and while on hold for 46 minutes and hearing countless UFC plugs, internet comes back on.

WOW! Check your regional routers. Check everything.