Reply
New Member
freedompop
Posts: 1

Connection Dropping

Hi,

 

We are a small ISP (wholesaler through Clearwire) but use Time Warner Business Class for the speed.  The speeds are fantastic, we get about 45mbps.  However, our service hiccups several times a day for everyone in our office and it is a HUGE inconvenience.  We have about 10 phone agents and it is difficult explaining to our customers that our internet connection (as an ISP ourselves) experienced a surge when the call disconnects.  I would say it happens about 4-5 times a day; we lose connectivity momentarily and turning off WiFi and turning it back on (on our computers, not on the modem/ router) will get it back up.  We had assumed this might be due to traffic because we have around 40 employees but I have the same issues at home.  I use TW personally and I can say that the symptoms are exactly the same.  Is this just the nature of the industry?  Is there something we should start paying closer attention to?  Would it help to keep a log of when the hiccups occur?  Any insight is appreciated, I have taken a look at some of the other posts on this forum and it doesn't look like we are the only ones having this problem.  Given that we are paying ~$400/month, I feel like we should not have to deal with these issues that are affecting our business.

Please use plain text.
New Member
bobwood56
Posts: 1

Re: Connection Dropping

I have the exact same problem, but more frequently.  I can't download a very large file because the connection keeps dropping in the middle of the download.  I also have to keep reseting my router and computers when it disconnects.  So frustrating.  I had a TWC repairman come out and he said I needed a faster connection.  That did not fix the problem...

Please use plain text.
Occasional Contributor
lroux
Posts: 11

Re: Connection Dropping

[ Edited ]

Same issue here. Calls drop out in the middle, internet hangs.  People report that they often get "not available" messages when they try to call me.

 

I have had TW service stop by and they said they fixed it.  Online help keeps resetting the "codes" on the modem.  Then they try to sell me faster service.  I wont spend another dime until they fix what I have.  Why pay MORE for drop outs?  If my system cant handle what is coming through now, how will faster speeds work?

 

This is not acceptable at all.

Please use plain text.
New Contributor
cooterboro
Posts: 2

Re: Connection Dropping

I have been a TW Internet customer since broadband was introduced into Florence, SC.  The service the last two months is the worst I have experienced.  Drops the connection every 5 minutes now for about 30 seconds then restarts; when it started, it was about every 15 minutes.   I have changed the router, bought my own "cable modem", Cat5 cables.  Then I did the ultimate after cleaning all the connectors out to the street. I bought 100 feet of new cable, connected it to the my street connection at the bottom of the phone pole, ran it to my new modem and then via Cat5 directly into my computer.  No improvement.  The connection S/N and power on all channels is within limits.  So I have a problem upstream from my phone pole.  We will see what TW has to say unless you have found a solution

Please use plain text.
New Member
johngr
Posts: 1

Re: Connection Dropping

We have been having the connection problems of internet and phone dropping, and it's gotten worse this past week.  I had logged the network data through my router and it was clear to see how every 10 mins or so, the connection would just drop.  We had the tech out, thinking it was a cable modem problem.  He replaced the modem, but commented that the signal was weak coming in.  He then reported that back in to TWC and they told him they were having issues in our neighborhood in Austin.  This upset the tech as they hadn't told them anything.  Supposedly it's a "critical" issue, but still no resolution.  If anything the issue has gotten worse, making it useless to try to use Internet as you will lose connection during any session.

Please use plain text.
Occasional Visitor
notliketheother
Posts: 1

Re: Connection Dropping

I'm glad to hear that others have tried similar remedies to no avail before I resorted to them. I work from home frequently to knock out project deadlines, and the constant wifi signal dropping is crippling me. Today it's gone out more than a dozen times between 8am & noon, for seconds at a time. Sometimes I have to repower the modem & sometimes it comes back right away. Monday, there were full hours in which I could not access the internet at all. I have been a Time Warner customer for many years now, and have never had such issues until the past two months. Friends who live in a 5 mile radius have also been having the same issues and Time Warner seems to have little resolution. I mentioned them in a frustrated tweet this morning, and @TWC_Help replied back to me within minutes. They looked into my connection and found no signal drops and wanted me to connect directly to the modem. After multiple messages, I finally convinced them my macbook did not have an ethernet port, and they gave up that route of questioning. They had me do some traceroute and ping tests and send them the results. It appeared to be working for a while without any dropped signals, but since 5pm, it's been cutting out more frequently again. I really wish they'd resolve this issue for all of us! I'm about ready to drop THEM!

Please use plain text.
New Member
Sonuchi
Posts: 1

Re: Connection Dropping

Well it looks like I'm not the only one here with internet issues. I currently have the Standard and I've noticed in the past few days a drop in the speeds...horribly. With 15 Mb/s, I woud have figured that using HULU Plus or other internet stuff would be good. Turns out it isn't for me at the moment. I've experienced speed tests on Speedtest.net record my speeds to run at 0.04 - 1.0 Mb/s. This is at an 80% decrease to the promised connection I would get. Not only that, but it doesn't last for just a few minutes. It will fluctuate in speed for a few hours at a time.

 

At the moment, I'm chatting online to a sales rep and he/she is trying to sell me internet from Standard to Extreme for 10 bucks more. This would be great if they didn't just up my bill after a years service with cable and internet. I used to pay 100 bucks for Internet and Digital Cable for being a new customer. Now, it's 120 bucks. With the Extreme added, that's 130 dollars. 40 bucks more than what I was initially paying for....

 

If there was another service provider with better internet at my apartment complex, I think I'd be switching very, very soon...

Please use plain text.
Moderator
TWC-TimK
Posts: 146

Re: Connection Dropping

I can offer some general troubleshooting steps. A modem/network reset, unplug power for 30 seconds, will resolve most issues. If that does not, you may want to unplug the modem, bypass any networking equipment and connect the modem direct to one PC, then reconnect power. If you still see issues beyond that, there may be signal/equipment issues. If you wish for us to take a further look at your account, please email your account number or account phone number to twcable.help@twcable.com.
Direct support available via Twitter @twc_help and Facebook facebook.com/twc
Please use plain text.
New Contributor
r00ster
Posts: 2

Re: Connection Dropping

[ Edited ]

its the fact of them trying to upsell "faster" speeds to fix a connection issue that i have problems with. fix the conection and packet dropping on your internet serice. faster connection speed does mean anyhting if you can't get anywhere past time warners internal network. there's a whole big world out there thats not very accessable thru twc service....

Please use plain text.
New Contributor
lilryno
Posts: 4

Re: Connection Dropping

Having the same problem.  I had this setup with TWC just over a year ago, same modem, same router, same network but I had an expensive high speed account.  Everything worked wonderfully.  Then I get deployed with the military and shut off the account.

 

Now I'm back, and I got it turned back on, but with a much cheaper plan.  The internet works, but it drops internet pretty much every fifteen minutes or so.  I have a device on my network that pings the modem to see when it had dropped internet, and then recycles power to automate that advice they love to give you over the phone when their signal stops working like it should (pull power from modem, wait a minute, blah blah).

 

It also logs when this happens.  This is nuts.  Their tech support was no help, of course grilling me on every device I have on my network and suggesting it was the modem, and my router, and my front door, and my bathroom that were the problem and not focusing on what I know is the problem - them.  They have settings and they can control this, I've had this conversation with them in the past.  Frustrating.  Thinking about getting rid of TWC all together.

 

My log of everytime TWC internet has dropped off over the last several hours or so (it has been like this for more than 24 hours):

 

Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 13:38:26

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 13:20:00

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 13:20:00

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 13:08:41

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 13:08:41

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 13:04:29

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 13:04:29

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 12:54:11

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 12:54:11

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 12:41:51

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 12:41:51

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 12:24:26

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 12:24:26

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 12:12:06

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 12:12:06

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 12:07:54

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 12:07:54

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 12:01:40

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 12:01:40

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 11:55:25

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 11:55:25

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 11:51:08

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 11:51:08

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 11:40:47

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 11:40:47

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 11:32:29

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 11:32:29

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 11:19:02

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 11:19:02

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 11:08:38

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 11:08:38

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 10:58:13

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 10:58:13

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 10:39:36

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 10:39:36

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 10:39:09

 Port:1[ZSH Modem] Power On;Operator:Local User [admin][192.168.1.254] control by browser
 02/19/2014 10:38:39

 Port:1[ZSH Modem] Power Off;Operator:Local User [admin][192.168.1.254] control by browser
 02/19/2014 10:34:16

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 10:34:16

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 10:25:50

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 10:25:50

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 10:18:30

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 10:18:30

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 10:13:14

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 10:13:14

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 10:07:58

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 10:07:58

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 09:45:08

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 09:45:08

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 09:39:48

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 09:39:48

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 09:22:08

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 09:22:08

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 09:11:42

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 09:11:42

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 09:03:20

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 09:03:20

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 08:57:02

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 08:57:02

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 08:41:26

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 08:41:25

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 08:35:09

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 08:35:09

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 07:56:44

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 07:56:44

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 07:03:15

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 07:03:15

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 06:50:02

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 06:50:02

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 01:55:48

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 01:55:48

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 01:37:34

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 01:37:34

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 00:49:14

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 00:49:14

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/19/2014 00:31:00

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/19/2014 00:31:00

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/18/2014 22:22:24

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/18/2014 22:22:24

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/18/2014 22:03:58

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/18/2014 22:03:58

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/18/2014 21:15:28

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/18/2014 21:15:28

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/18/2014 19:36:34

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/18/2014 19:36:34

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/18/2014 16:52:24

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/18/2014 16:52:24

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/18/2014 12:48:13

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/18/2014 12:48:13

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/18/2014 12:04:54

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/18/2014 12:04:54

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/18/2014 11:31:37

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/18/2014 11:31:37

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/18/2014 10:58:20

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot;Operator:smileyfrustrated:ystem
 02/18/2014 10:58:20

 Port:1[ZSH Modem] Ping TWC Modem Error 2 Times Machins Reboot
 02/18/2014 10:30:04

Please use plain text.