Topic 'Re: Severe packet loss and latency issues in Columbus Ohio' in forum 'W.O.W.' - dslreports.com

Re: Severe packet loss and latency issues in Columbus Ohio

Wed, 31 Mar 2021 19:52:49 EDT

daveyeager posted : If you have issues unsuccessfully resolved with an ISP and you have choices, the best thing may simply be to choose another.

I am more patient and persistent than most and carefully document my issues. I have gotten WOW network engineering to show up and address my problems after dealing with about three regular techs (mostly contractors) within the last year. It likely helps that I am an IT professional.

In Columbus I have found that WOW techs (mostly contractors) goal is to quickly close the ticket. Spectrum techs are typically employees and more willing to look around for other issues. AT&T has the most reliable equipment (U-Verse and FTTH) and good techs, but cancelling your service can be a nightmare (took me 42 calls a few years ago in one case).

P.S.: With WOW, you can often get unscheduled faster and better service on the weekends, but you must be willing to answer unknown callers on your cell phone.

Starlink and Starry (WISP) may also be options for many in the near future.

Re: Severe packet loss and latency issues in Columbus Ohio

Wed, 31 Mar 2021 18:55:05 EDT

anon posted : lol there’s a NOC

Re: Severe packet loss and latency issues in Columbus Ohio

Wed, 31 Mar 2021 12:32:19 EDT

RootWyrm posted :

said by daveyeager:

Agree with Barakandl. The key item is to get help from a network person rather that their usual customer service contractor.

You folks really, really do not get it.

You cannot reach a network person and WOW will fight tooth and nail to keep you from speaking with anyone at all above a local tech lead. Those local tech leads cannot reach network engineering and are not allowed to talk to network engineering or the NOC. All they can do is open tickets and hope that someone looks at them.

And there is no longer a NOC. There is only some outsourced call center. Even their peering providers can't get a hold of anyone. There is no 'network person' to get a hold of, not for customers of any sort.

Re: Severe packet loss and latency issues in Columbus Ohio

Tue, 30 Mar 2021 18:55:40 EDT

Tony0945 posted : Sure wish the squirrels would eat through the 220 lines for the street lights. With a big mouthful of saliva.

Re: Severe packet loss and latency issues in Columbus Ohio

Tue, 30 Mar 2021 17:40:34 EDT

daveyeager posted : Agree with Barakandl. The key item is to get help from a network person rather that their usual customer service contractor. Keep detailed notes of the issues including rain and high temperatures along with neighbors. Our neighborhood had squirrels eat through our cables (from all ISPs, including fiber, but unfortunately not electric [AEP is responsible for tree and brush trimming around its poles]).

Still had WOW problems after that following heavy rains. Even thought the contractors have many bad apples, treat them all well. Follow all suggestions. Dispute service charges promptly if needed. Found a good contractor who found the seals on a network distribution box had gone bad allowing water intrusion. Network guys came out and replaced it. They said it had likely been that way for several years. Stable since then.

Wary right now since squirrels often gnaw at this time of year.

Some times WOW network folks read through these issues and select ones to help.

Re: Severe packet loss and latency issues in Columbus Ohio

Tue, 30 Mar 2021 00:47:45 EDT

anon posted : @rootwyrm is correct. The reason to outsource customer support is plausible deniability. Remember per hour on the phone the cost is about the same, but the third party out source is going to need markup. Actually they outsource the outsourcing so that they don't need to keep chasing the phone centers that open and close due to their "other business ventures." So double markup. That doesn't make business sense unless they save cost somewhere else, and that cost is regulatory compliance. If they have a beyond arms length relationship with customer support, then they can claim lag with knowledge at least. The only way to pop this compliance avoidance bubble is complain to the regulatory agency, FCC. On a political level, now is a good period to make a stink because all such agencies are on a crusade to make up for lost time. No carrier is going to get a pass for a while.

Re: Severe packet loss and latency issues in Columbus Ohio

Wed, 17 Mar 2021 10:57:39 EDT

RootWyrm posted : It will not. Calling in is useless. Their 'customer support' was outsourced for a reason. They don't give a shit, and they just mark everything as 'customer is stupid' or some other excuse to resolve it. Even when it's still broken. They don't record actual problems or solutions.

You want it fixed, file an FCC complaint. This is the only way it gets any attention at WOW.

Re: Severe packet loss and latency issues in Columbus Ohio

Wed, 17 Mar 2021 02:22:34 EDT

barakandl posted : I am fine near the worthington/clintonville area. Packet loss was a major symptom when I was having modem signal issues. It was a bit of a headache to get them to fix it but once they did it was fine. Issue was effecting my neighbors too so if you are friendly with any of them you can ask them. More people calling in at the same time will probably raise more attention.

Re: Severe packet loss and latency issues in Columbus Ohio

Tue, 16 Mar 2021 08:48:45 EDT

clocks11 posted : I think this issue may have spread to IL this morning. Lots of odd issues this morning.

Re: Severe packet loss and latency issues in Columbus Ohio

Mon, 15 Mar 2021 16:38:03 EDT

RootWyrm posted : Yes. You will receive no feedback. WOW is quite well aware. This is a network problem entirely within their network, they have been receiving dozens upon dozens of automated alerts for more than 14 days, they have been advised by two peers that mutual customers are being disrupted, and they refuse to repair it. I have reached out to multiple contacts demanding this be escalated, and it has not been.

File an FCC complaint regarding interference, specifying jamming, immediately. Continue to file complaints on a regular basis if it is not resolved promptly. Keep filing FCC complaints until they give you an actual permanent contact instead of the one-and-done fake executive customer service.

Severe packet loss and latency issues in Columbus Ohio

Mon, 15 Mar 2021 14:12:50 EDT

anon posted : Add me to the list of people having horrible packet loss issues. It started in early February and has been a consistent issue since.

Latest Packet Loss Test results as of 2pm on 3/15:
Upload Packet Loss ⬆ 2.2% (62 / 2839) Total Packet Loss ⬆⬇ 7.9% (224 / 2839) Download Packet Loss ⬇ 6.1% (162 / 2641) Late Packets ⏱ 62.5% (1775 / 2839) Average Latency: 686.50ms Average Jitter: 665.08ms

My drop line was replaced about two years ago and up until February I have had stellar speeds and no interruptions. When my issues began, I originally chalked it up to bad weather (it coincided with our first big snowfall of the season) but when everything thawed and dried out the problem persisted. I contacted tech support, they ran tests, they sent out a tech, the tech ran tests as well as replaced every fitting on the outside connections and swapped out the modem, all to no avail. After reading about similar issues in other markets, I can only assume that this is related to something within WOW's routing network, maybe even their connection to the Level 3 backbone.

Just curious if others in the Columbus area have experienced this issue and if they have had any feedback from WOW regarding it.