| Internet problems For the past couple of months our Internet drops several times a day for 30 seconds to a minute at a time and then comes back on it's own. While it's down I can still access and ping the gateway. WOW has replaced the gateway and I've had 3 techs come out. The last one said the firmware on my brand new gateway was a month out of date. He had them update it and an hour after he left it went down again. They all said I have great signal levels and no problems with the lines. I've had WOW at this home for 9 years and never had any problems until now. I had Ultra installed back in August and didn't have any problems until December. I had a few weeks of problems then and then it was fine for a few weeks but the last couple months have been ridiculous. I work from home so I can't have these constant interruptions. Anyone have any suggestions or should I just switch providers? |
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 WOW_DanPremium
join:2011-03-24
Naperville, IL
kudos:22 | said by Nappyhoose :For the past couple of months our Internet drops several times a day for 30 seconds to a minute at a time and then comes back on it's own. While it's down I can still access and ping the gateway. WOW has replaced the gateway and I've had 3 techs come out. The last one said the firmware on my brand new gateway was a month out of date. He had them update it and an hour after he left it went down again. They all said I have great signal levels and no problems with the lines. I've had WOW at this home for 9 years and never had any problems until now. I had Ultra installed back in August and didn't have any problems until December. I had a few weeks of problems then and then it was fine for a few weeks but the last couple months have been ridiculous. I work from home so I can't have these constant interruptions. Anyone have any suggestions or should I just switch providers?
Could you send me a private message with your account number, phone number, and the name on the account so I can take a closer look at this for you?
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Dan Della Terza
WOW! Internet, Cable & Phone
CMTS Operations Engineer |
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| reply to Nappyhoose
Good luck. Good signal and proper results on speedtest is all WOW does.
2 years of issues and they keep saying you have good signal and and get your speeds, the packet loss and random ping jumps mean nothing to them. Naturally I'm the only one with issues in my area so they can't figure it out. I know my neighborhood, I know none of these people would notice random high pings or packet loss, I'm online 8hours and sometimes after that I game at night and I notice, but my neighbors checking their email would never notice. I hopped on neighbors unsecured wifi and they get packet loss too.
It's the nature of WOW. |
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| I hope you're wrong but I fear you are right. I sent Dan my info so maybe he can come up with something. I would hate to switch to Comcast but I can't have my Internet constantly going down when I'm working. |
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| I have had the same issues for 2 years. I was on a few month streak of no issues, then the exact same issues came back. Tech comes out, verifies errors at the tap and sets up maintance, says they should be out within 3 days, 5 days later still have issues, not sure if they were out or not. In 2 years I have had probably 10 techs out, including 3 levels of supervisors, met with the old VP of my area a while back, all the techs say there is errors at tap, they will put in a work order then some time passes issues are still there another tech comes out and says tap is fine but this line is bad, replaces that line and there is still issues. One tech rewired the whole house and line to the house still issues, says he will make a work order nothing is wrong at the house at this point, then it works fine for a while, then the same exact issues come back up. Rinse and repeat for years. I'm upset I have to pay $3/mo to cover all this with the protection plan when this issue is on going this long. |
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| reply to Nappyhoose
I've had similar issues the past 2 years or so, but seemed to improve when I got a Docsis 3 modem. I have a marginal signal, which is probably the reason I have issues. |
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| I have a great signal and never had a problem before I switched to UltraTV. |
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 mix
join:2002-03-19
Utica, MI | I'd speculate that the Ultra TV gateway is your issue if you didn't have issues previously. There are hundreds of discussions on this forum about problems with it. There are also very few resolutions to these problems. Consider switching back to a plain DOCSIS 3.0 modem if all else fails... |
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| I just got off the phone with WOW. I am having the same issues as well. Pings are timing out to google every 10-15 seconds and then jumping to 2-3k ms for 2 seconds then back to 40ms. This happens all day.
I have had two techs out. First tech said nothing was wrong and didn't do anything. 2nd tech replaced the gateway and it worked for about an hour then started doing the same thing.
Speedtest to speedtest.net is .59 and the customer support rep tells me speedtest.net is not accurate and to use theirs, which still yielded 10 down out of 30.
Worst customer support I have ever dealt with in a cable company.
Time to find a new provider tomorrow morning. |
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| I don't want to do that because I have had great customer service for the 11 years I have been with WOW including the first 8 years at this address. It's only the last couple of months that I've had problems and the customer service has not been bad, they just haven't been able to find the problem. I suspect it is a design flaw. |
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| reply to mix
That's probably what I'll have to do but I don't want to get rid of the Ultra because of the whole home DVR. I think I'll see if they will give me a second line and give me a big discount. |
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