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Occasional Contributor
pjohnson
Posts: 7

Really bad internet service

[ Edited ]

I have been having intermittent drops in the spped of my internet for years. When I had regular Roadrunner (15 Mbps connection speed) the speed test would average between 5 and 8. When I upgraded to Extreme (30 Mbps) The connection speeds vary from <1 Mbps to 30 Mbps. As I said, I've had this issue for years. Whenever I call Time Warner tech support, I get techs who have no clue what they are doing. Whenever I get a tech who comes to my house they always make matters worse. For example I had one tech who drilled thru my main power line and afterwards state "Oppps, well we do that so much, luckly we have specially insulated drills to protect us". I had another maintance guy who came up actually knock out service in my area. When I called to find out the progess on my issue, I was told that he completed the ticket and went home, no-one in my area had any services. This is just a couple of the examples that I have of Time Warners "World Class" support. The "world class" came from a commerical I recently saw (BS!). So anyways, I currently have no internet. I called tech support who can't do anything. I ask them to check my node and behold there is packet loss at my node, yet they are still refusing to recongize that there is an issue.

 

Now I work as a programmer. At my company I went to the networking department and talked to our networking manager about this issue. He has heard of a lot of people in my area having the same exact issue that I am. From what we can tell, what it looks like is Time Warner is putting bandwidth restrictions on the nodes because so many people are getting their own modems and locking Time Warner out of them (big suprise given Time Warners "world class" support). So Time Warner can not restrict bandwidth at the modem, so they need to do this dynamically at the node. This however looks like is being done poorly and is giving random issues for people on these nodes. Now, I am willing to bet that when I call Time Warner about this, their tech is going to have no clue about this or how to handle this.

 

So here is a plea to Time Waner. I know you guys are a monopoly, but that does not give you guys the right to provide crappy service and crappy support. People I know and I have been reporting the same exact issues which to any tech support who has a hint of common sense would indicate that there is an issue with your service.

 

Time Warner Cable has a really bad rep in my area. Every week I get people asking if there is any other high speed internet company in my area because they just got Time Warner last week and hate it so much after one week. I read a lot of the other postings here and I am seeing that this is starting to become common place. Time Warner, please start listening to your customers, and less to the jingling of the money in your pockets.

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Occasional Contributor
CaptainRon
Posts: 5

Re: Really bad internet service

I totally agree with you. I live in Louisville. Insight was our ISP and they were bought out by Time Warner. My internet service with Insight was rock solid. After the cut over, I noticed frequent modem recycles. I had a Linksys modem that worked fine with Insight. I replaced it with one from TWC's "approved" modem list. Recyles persisted. I got on TWC chat today and the rep ran me through the "common sense" reboots of modem and router and then stopped at that last step. She said to "please understand my limitations, we can only look at modem settings for modems that "we" lease. TWC is so greedy, they don't want people buying their own modems. So, they refuse to look at "third party modem" settings. The only difference between my Motorola modem and the one they lease is the color. They have a monopoly in Louisville and don't care about customer service. I work in IT and dial-in to my company's network from home for support issues. This intermittent connectivity aggravates me to no end.

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Respected Contributor
MsRaye
Posts: 2,520

Re: Really bad internet service

That statement was false, the purpose of the DOCSIS system is to give the cable system total control over the modems be they ones they lease or ones you own. Signal levels are only part of the problem if they're too weak or marginal, the modem won't perform well. You can look at the levels yourself  and should see a -10 to + 10  rx level.

But it doesn't measure channel congestion be it on your shared connection to the head end or in their servers. You need to do several different speed tests to determine where there's a problem

 

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Respected Contributor
MsRaye
Posts: 2,520

Re: Really bad internet service

I AM NOT GETTING WHAT I"M PAYING FOR, even with the NEW DOCSIS 3 modem. SPEED is still all over the place and again is dropping below 2 Mbps any time of the day or night.

 

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Respected Contributor
MsRaye
Posts: 2,520

Re: Really bad internet service

From a couple minutes ago:  Since TWC could not supply me with anything near 20/2 I demanded they give me 15/1 back and credit me for the last month.Speed here has been all over the place since 5 pm, was at 13-14 for a while and is now dipping below4.0

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New Contributor
airborn334
Posts: 2

Re: Really bad internet service

IP_ADDRESSTEST_DATETIME_ZONEDOWNLOAD_MEGABITSUPLOAD_MEGABITSLATENCY_MSSERVER_NAMEDISTANCE_MILES
65.191.46.6010/5/2013 2:32GMT30.435.5232Wilson, NC50
65.191.46.6010/29/2013 1:36GMT29.535.533Wilson, NC50
65.191.46.6010/29/2013 1:38GMT8.635.2635Wilson, NC50
65.191.46.6010/29/2013 1:44GMT1.572.6434Wilson, NC50
65.191.46.6010/29/2013 1:45GMT2.624.632Wilson, NC50
65.191.46.6010/29/2013 1:46GMT28.685.4132Wilson, NC50
65.191.46.6010/29/2013 1:46GMT33.095.4933Wilson, NC50
65.191.46.6010/29/2013 1:47GMT20.563.6932Wilson, NC50
65.191.46.6010/29/2013 1:49GMT3.235.4332Wilson, NC50
65.191.46.6010/29/2013 1:51GMT30.185.4933Wilson, NC50
65.191.46.6010/29/2013 1:51GMT24.345.4632Wilson, NC50
65.191.46.6010/29/2013 1:52GMT25.365.4833Wilson, NC50
65.191.46.6010/29/2013 1:52GMT33.185.4731Wilson, NC50
65.191.46.6010/29/2013 1:53GMT32.895.4632Wilson, NC50
65.191.46.6010/29/2013 1:53GMT31.815.4432Wilson, NC50
65.191.46.6010/29/2013 1:55GMT32.015.531Wilson, NC50
65.191.46.6010/29/2013 1:55GMT32.75.4731Wilson, NC50
65.191.46.6010/29/2013 1:56GMT32.935.4732Wilson, NC50
65.191.46.6010/29/2013 1:58GMT30.874.5531Wilson, NC50
65.191.46.6010/29/2013 2:02GMT12.145.4734Wilson, NC50
65.191.46.6010/29/2013 2:06GMT26.34.637Conway, SC100
65.191.46.6010/29/2013 2:07GMT5.794.2234Conway, SC100
65.191.46.6010/29/2013 2:07GMT22.764.5636Conway, SC100
65.191.46.6010/29/2013 2:08GMT24.814.4336Conway, SC100
65.191.46.6010/29/2013 2:08GMT27.924.437Conway, SC100
65.191.46.6010/29/2013 2:09GMT32.934.5134Conway, SC100
65.191.46.6010/29/2013 2:10GMT19.74.6334Conway, SC100
65.191.46.6010/29/2013 2:10GMT28.154.3335Conway, SC100
65.191.46.6010/29/2013 2:11GMT20.664.47

34

Conway, SC100

 

Supposed to be 30Mbps......i call BS

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New Contributor
airborn334
Posts: 2

Re: Really bad internet service

IP_ADDRESS TEST_DATE TIME_ZONE DOWNLOAD_MEGABITS UPLOAD_MEGABITS LATENCY_MS SERVER_NAME DISTANCE_MILES
65.191.46.60 10/5/2013 2:32 GMT 30.43 5.52 32 Wilson, NC 50
65.191.46.60 10/29/2013 1:36 GMT 29.53 5.5 33 Wilson, NC 50
65.191.46.60 10/29/2013 1:38 GMT 8.63 5.26 35 Wilson, NC 50
65.191.46.60 10/29/2013 1:44 GMT 1.57 2.64 34 Wilson, NC 50
65.191.46.60 10/29/2013 1:45 GMT 2.62 4.6 32 Wilson, NC 50
65.191.46.60 10/29/2013 1:46 GMT 28.68 5.41 32 Wilson, NC 50
65.191.46.60 10/29/2013 1:46 GMT 33.09 5.49 33 Wilson, NC 50
65.191.46.60 10/29/2013 1:47 GMT 20.56 3.69 32 Wilson, NC 50
65.191.46.60 10/29/2013 1:49 GMT 3.23 5.43 32 Wilson, NC 50
65.191.46.60 10/29/2013 1:51 GMT 30.18 5.49 33 Wilson, NC 50
65.191.46.60 10/29/2013 1:51 GMT 24.34 5.46 32 Wilson, NC 50
65.191.46.60 10/29/2013 1:52 GMT 25.36 5.48 33 Wilson, NC 50
65.191.46.60 10/29/2013 1:52 GMT 33.18 5.47 31 Wilson, NC 50
65.191.46.60 10/29/2013 1:53 GMT 32.89 5.46 32 Wilson, NC 50
65.191.46.60 10/29/2013 1:53 GMT 31.81 5.44 32 Wilson, NC 50
65.191.46.60 10/29/2013 1:55 GMT 32.01 5.5 31 Wilson, NC 50
65.191.46.60 10/29/2013 1:55 GMT 32.7 5.47 31 Wilson, NC 50
65.191.46.60 10/29/2013 1:56 GMT 32.93 5.47 32 Wilson, NC 50
65.191.46.60 10/29/2013 1:58 GMT 30.87 4.55 31 Wilson, NC 50
65.191.46.60 10/29/2013 2:02 GMT 12.14 5.47 34 Wilson, NC 50
65.191.46.60 10/29/2013 2:06 GMT 26.3 4.6 37 Conway, SC 100
65.191.46.60 10/29/2013 2:07 GMT 5.79 4.22 34 Conway, SC 100
65.191.46.60 10/29/2013 2:07 GMT 22.76 4.56 36 Conway, SC 100
65.191.46.60 10/29/2013 2:08 GMT 24.81 4.43 36 Conway, SC 100
65.191.46.60 10/29/2013 2:08 GMT 27.92 4.4 37 Conway, SC 100
65.191.46.60 10/29/2013 2:09 GMT 32.93 4.51 34 Conway, SC 100
65.191.46.60 10/29/2013 2:10 GMT 19.7 4.63 34 Conway, SC 100
65.191.46.60 10/29/2013 2:10 GMT 28.15 4.33 35 Conway, SC 100
65.191.46.60 10/29/2013 2:11 GMT 20.66 4.47 34 Conway, SC 100
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