billy meade dot com > messageboard > TIME WARNER CABLE SUCKS

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Jul 11, 2010 03:26

I am going to post the transcripts of my chat sessions regarding my slow internet speed. See if you're as annoyed as I am.

Here's the first one:

[3:37:47 AM] Sally > Hello! Thank you for choosing Time Warner Cable Road Runner Internet Technical Chat Support. My name is Sally. How may I assist you?

[3:38:28 AM] Tim_ > I just upgraded to "turbo" service from Time Warner about a week ago, and my connection speed seems MUCH slower

[3:38:42 AM] Sally > I sincerely apologize for this inconvenience.

[3:38:47 AM] Sally > I will certainly provide you the required information.

[3:38:47 AM] Sally > I'm more than happy to assist you. To get us started, I'm going to need to verify some security information and then we can move on to understanding your setup. We will need to perform some troubleshooting steps together, and I'll be running some tests on my end. Feel free to ask questions along the way.

[3:38:48 AM] Sally > Before we begin, please provide the following three pieces of information to verify your account and to document this interaction for future reference:
1. The account holder's 10 digit telephone number. (xxx-xxx-xxxx)
2. The account holder's Full Name (First and Last)
3. Please tell us your name.

[3:39:04 AM] Tim_ > 216-251-3816

[3:39:11 AM] Tim_ > Timothy McNulty

[3:39:13 AM] Tim_ > I am Tim.

[3:39:36 AM] Sally > Thank you for the information Tim.

[3:39:39 AM] Sally > I understand that your Road Runner connection is running slow. Am I correct?

[3:39:46 AM] Tim_ > Yes

[3:39:59 AM] Sally > What are the steps that you have followed to isolate the issue at your end?

[3:40:16 AM] Tim_ > Some sites that used to load very quickly, have become very slow since the change to turbo service

[3:40:36 AM] Tim_ > At my end? None. That's why I'm here for help.

[3:40:56 AM] Tim_ > I have a Motorola SBG901 Modem/Router

[3:41:28 AM] Tim_ > I got "turbo" service when I called to have the new modem connected

[3:41:38 AM] Tim_ > Since then? Very slow indeed.

[3:41:43 AM] Sally > Thank you for providing additional information.

[3:42:13 AM] Sally > Let us try some troubleshooting steps from our end and try to get this issue resolved.

[3:42:19 AM] Tim_ > Ok

[3:42:22 AM] Sally > Which anti virus software are you using?

[3:42:29 AM] Tim_ > None.

[3:42:36 AM] Tim_ > I am using an iMac

[3:42:42 AM] Sally > Thank you for the confirmation.

[3:43:00 AM] Sally > Have you tried to delete cookies and temporary files?

[3:43:26 AM] Tim_ > Yes I have.

[3:43:36 AM] Sally > Thank you for the confirmation.

[3:43:51 AM] Sally > How many pc are connected at a time?

[3:43:56 AM] Tim_ > There has got to be a connection between the slower service and either the new modem/router or the new "turbo" service

[3:44:13 AM] Tim_ > One iMac

[3:44:18 AM] Tim_ > connected wirelessly

[3:44:26 AM] Sally > Thank You.

[3:44:54 AM] Tim_ > it is a secure wireless network, using a "WPA-PSK" password in order to connect

[3:45:31 AM] Sally > I have checked your modem report and pinged it and found that the issue that you are experiencing seems to be due to the modem needs some refreshing hits from our end to update the settings.

[3:45:35 AM] Sally > From my end I will send refreshing signal hits to your modem, router and other network equipments which will update you settings. However you need to follow the below steps to update the new settings.

[3:45:44 AM] Tim_ > ok

[3:45:47 AM] Sally > Should I go ahead and send the refreshing hits to your modem?

[3:45:56 AM] Tim_ > Yes

[3:46:01 AM] Sally > Thank you for the confirmation.

[3:46:06 AM] Sally > Please give me a moment while I send the hits.

[3:46:11 AM] Tim_ > ok

[3:47:40 AM] Sally > I appreciate your patience.

[3:48:33 AM] Sally > I have send the refreshing hits to your modem and updated the settings. You need to follow the below steps to update the settings from your end. Please follow the below steps in a order provided below.

[3:48:42 AM] Sally > Kindly try these steps after this chat session or else we will get disconnected.

[3:48:46 AM] Sally > Steps to reset the Network:
1. Power down the cable modem, any and all network equipment (router) and the computer.
2. Wait 45 seconds before power the cable modem back up. Wait for sync to be obtained and the front modem lights stabilize.
3. Once the front lights on the modem have stabilized, power up any network equipment (router) and then the computer.

[3:49:15 AM] Sally > If the issue persists you can contact us back with the ticket number RQST00076710659, we are here to help you.

[3:49:19 AM] Sally > I will email you the chat script.

Jul 11, 2010 05:28

The next one:

[3:59:51 AM] Jill > Hello! Thank you for choosing Time Warner Cable Road Runner Internet Technical Chat Support. My name is Jill. How may I assist you?

[4:00:09 AM] Tim_ > Hello, I was just chatting before. I have a case reference number

[4:00:28 AM] Tim_ > it is RQST00076710659

[4:00:41 AM] Jill > Thank you for the information provided.

[4:00:42 AM] Jill > Before we begin, please provide the following three pieces of information to verify your account and to document this interaction for future reference:
1. The account holder's 10 digit telephone number. (xxx-xxx-xxxx)
2. The account holder's Full Name (First and Last)
3. Please tell us your name.

[4:00:54 AM] Tim_ > 216-251-3816

[4:00:58 AM] Tim_ > Timothy McNulty

[4:01:02 AM] Tim_ > I am Tim.

[4:01:11 AM] Jill > Thank you.

[4:02:04 AM] Jill >

I understand that your Road Runner connection is running slow. Am I correct?

[4:02:12 AM] Tim_ > Yes.

[4:02:58 AM] Jill > Are you connected to us from the computer you are experiencing issue with?

[4:03:00 AM] Tim_ > The last analyst said that she changed some settings on my modem, which should resolve the issue. It did not. I went back to the same websites that were loading slowly, and they still do.

[4:03:07 AM] Tim_ > Yes.

[4:03:29 AM] Tim_ > I did an online speed test from CNET, and my speed was actually slower than it was before the chat.

[4:03:44 AM] Tim_ > It was 827.1 kbps

[4:03:51 AM] Jill >
Are you connected from the modem directly or have a router in between the modem and computer?

[4:04:13 AM] Tim_ > I have a Motorola SBG901. It is a combination modem and router.

[4:04:36 AM] Tim_ > I am connected to it wirelessly, on a password secured network

[4:04:44 AM] Tim_ > I am using a new iMac

[4:04:49 AM] Jill > Okay.

[4:05:41 AM] Tim_ > I was recently updgraded to "turbo" service, which was offered to me when I called to verify the Motorola SBG901 with Time Warner. Since then, my service has been much slower.

[4:06:01 AM] Tim_ > Some very simple sites, like our local newspaper, don't even load at times.

[4:06:18 AM] Tim_ > I have not changed any settings on my computer

[4:06:39 AM] Jill > Can I send refresh signals form my end to resolve your issue?

[4:06:50 AM] Tim_ > And according to that speed test, the speed I am getting from Time Warner is definitely less than "turbo"

[4:06:53 AM] Tim_ > Sure

[4:08:12 AM] Jill > I have just send refresh signals from your end to resolve your issue.

[4:08:23 AM] Tim_ > Ok.

[4:08:38 AM] Jill > http://speedtest.ohiordc.rr.com

[4:08:40 AM] Jill > Please access the link and let me know the download and upload speed.

[4:11:03 AM] Tim_ > According to that test, my download speed is 21.90 mbps, and the upload speed is .72 mbps

[4:11:06 AM] Tim_ > However

[4:11:18 AM] Tim_ > However

[4:11:35 AM] Tim_ > I just did a test at the indedpendent CNET site

[4:11:38 AM] Jill >
Your upload and download speed is perfect according to your package.

Your modem report is fine.

[4:11:48 AM] Tim_ > and my connection speed is even lower than before

[4:12:07 AM] Jill > Tim, the link I provided is the approved link by roadrunner.

[4:12:52 AM] Tim_ > I understand that, but this independent site is telling me that my speed is 727 kbps

[4:13:21 AM] Tim_ > Should I try logging on to some other websites to see if they are loading faster?

[4:13:44 AM] Jill > Sure.

[4:13:53 AM] Jill > Just keep me update.

[4:14:13 AM] Tim_ > ok

[4:15:38 AM] Jill > Tim, are the other sites working properly?

[4:15:45 AM] Tim_ > Well, apparently something has changed for the better, as the independent CNET site is now saying that my speed is 25660.4 Kbps

[4:15:48 AM] Tim_ > yes

[4:16:03 AM] Tim_ > I am just confused as to why my speed suddenly shot up so much

[4:16:05 AM] Jill > Success!!!

[4:16:06 AM] Jill > Please be assured it will work fine now.

[4:16:07 AM] Tim_ > yes

[4:16:10 AM] Tim_ > thank you

[4:16:12 AM] Tim_ > ok

[4:16:17 AM] Jill > It's my pleasure to assist you.

[4:16:17 AM] Tim_ > I hope it lasts

[4:16:18 AM] Jill > Your satisfaction is our primary concern.

[4:16:19 AM] Jill > We care for your smile.

Jul 11, 2010 05:32

And the last one (SPOILER ALERT! It doesn't get resolved!):

Ruth: Hello! Thank you for choosing Time Warner Cable Road Runner Internet Technical Chat Support. My name is Ruth. How may I assist you?

Tim_: Hello, I have a case reference number. It is RQST00076710755
Tim_: This is my third chat tonight
Ruth: Please allow me some moment to retrieve your case ticket#.
Tim_: Thank you
Ruth: I understand that your Road Runner connection is running slow. Am I correct?
Tim_: Yes
Ruth: Alright.
Tim_: I am running speed tests on independent websites, and finding that my connection is very slow
Tim_: At then end of my last chat, before logging off, I did a speed test, and it shot up to high speed internet status, but immediately after the chat ended, it went back to a slower speed
Ruth: 3rd party links have their own servers so speed may vary depending on their server speed.
Ruth: Router being a device used to split the Internet connection for multiple computers; it might slow your Internet connection.
Ruth: Another reason for slow connectivity could be the inbuilt security in these Routers.
Ruth: It has an inbuilt firewall that monitors the incoming and outgoing Internet traffic over the network thus causing slow connectivity.
Ruth: I would recommend you to reset your network and see if you get the desired speed as per your plan.
Tim_: I understand all of this, the point is, on many different independent speed verification sites, my internet speed is consistently rated between 8 and 9 kbps, which is MUCH slower than it should be
Ruth: Shall I provide you with the network reset steps?
Tim_: Reset my network? What do you mean?
Tim_: Do you mean restarting my modem?
Ruth: Power cycle the Network :-
1. Power down the cable modem, the router and the computer.
2. Wait for 45 seconds before powering on the cable modem . Wait for the front lights on the modem to stabilize.
3. Once the front lights on the modem have stabilized, power up the router and then the computer.
Tim_: I have tried this multiple times
Ruth: Independent speed test servers clock the speed required for your data to travel to their site and back to your server.
Ruth: RoadRunner speed test server is the one in which you are based on.
Ruth: We have multiple servers for different zones.
Tim_: I understand this, but the point is that many of the websites I visit are loading much more slowly.
Ruth: The more the distance your server is from the test server the speed will come down considerably.
Tim_: I am not basing my complaint purely on speed testing sites
Tim_: I have gone to those sites due to the fact that my internet connection is slow since I updgraded to Time Warner turbo service
Ruth: We will now have to perform the tracert which will help me to pinpoint the source of the issue.
Tim_: Ok
Ruth: Are you ready to perform the steps now?
Tim_: Yes
Ruth: Click on Start Run Type cmd and hit enter.

Type tracert www.google.com in that black window and press enter.

Let me know when it shows as Trace complete or Request timed out
Tim_: I am using a Mac
Tim_: I do not have a start button
Ruth: I am sorry.
Tim_: I do not understand why I have to repeat myself if I have given you a case reference number.
Tim_: That is the point of the case reference number.
Ruth: 1) Select Hard Drive Applications Utilities or from the Finder menu bar, select the Go option then Utilities.
Tim_: I am there
Ruth: From the Network Utility window, click on the Traceroute tab.
Tim_: ok
Ruth: In the Please enter the network address to trace an internet route to field, type in the IP or URL address you would like to test. For example you would type in www.yahoo.com to test the yahoo web site URL.
Ruth: 4) Once you have typed in an IP/URL address, click the Trace button to start the traceroute test.
Ruth: 5) The traceroute test results will display in the body of this Network Utility window.
Ruth: 6) Now copy paste the results in chat window.
Tim_: ok
Tim_: it's still going
Ruth: After it is completed, copy paste the results in chat window.
Tim_: I will
Tim_: It's still going
Tim_: I stopped the test, because it was taking so long, here are the incomplete results:
Tim_: Traceroute has started

traceroute to www.vhlinks.com/vbforums (208.68.139.89), 64 hops max, 52 byte packets
1 * * *
2 gig3-10.nolmoh1-swt401.neo.rr.com (24.164.110.145) 28.109 ms 7.364 ms 12.660 ms
3 tge1-2.nolmoh1-swt402.neo.rr.com (24.164.102.238) 92.936 ms 8.801 ms 13.307 ms
4 tge8-1.lksdoh1-rtr1.neo.rr.com (24.164.111.45) 50.684 ms 165.471 ms 13.329 ms
5 tge1-3.stvloh1-rtr1.neo.rr.com (24.164.111.47) 10.325 ms 8.362 ms 9.644 ms
6 tge1-0-0.clevoh1-rtr3.neo.rr.com (24.164.104.142) 13.247 ms 9.559 ms 12.861 ms
7 tge11-0.ncntoh1-rtr2.neo.rr.com (24.164.110.109) 29.970 ms 29.955 ms 31.905 ms
8 tge3-0-1.clevoh1-rtr0.mwrtn.rr.com (65.25.137.69) 51.434 ms 27.046 ms 25.605 ms
9 ae-3-0.cr0.dca20.tbone.rr.com (66.109.6.70) 39.641 ms 40.353 ms 41.674 ms
10 ae-1-0.pr0.dca10.tbone.rr.com (66.109.6.165) 35.751 ms 38.435 ms 38.405 ms
11 te1-2-0d0.cir1.ashburn-va.us.xo.net (216.156.116.9) 56.723 ms 55.176 ms 55.378 ms
12 vb2002.rar3.nyc-ny.us.xo.
Tim_: net (207.88.13.74) 57.230 ms 55.418 ms 56.046 ms
13 ae0d0.mcr1.cambridge-ma.us.xo.net (216.156.0.26) 61.736 ms 59.871 ms 75.575 ms
14 216.55.4.22 (216.55.4.22) 51.967 ms 53.772 ms 54.321 ms
15 * * *
16 * * *
17 * * *
18 * * *
19 * * *
20 * * *
21 * * *
22 * * *
23 * * *
24 * * *
25 * * *
26 * * *
27 * * *
28 * * *
29 *
Tim_: I am trying a different site
Tim_: The test is running
Ruth: We have tried all possible troubleshooting steps at this level. As the issue still persists, we would now need to escalate this to the next level for further troubleshooting. I will provide you with the information for the support that has the specific tools to resolve the slow browsing issue.
Tim_: ok
Tim_: Does that test reveal a problem?
Tim_: I have now tried weather.com - a very common site, and the results are so far similar
Tim_: It is still running, and just showing a series of * * *
Ruth: Please contact them at 877-772-2253 or 330-572-4008 and refer to Ticket RQST00076710682. They work 24/7.
Ruth: Just provide the above mentioned number and they will be able to access this chat. It will save your valuable time as you won't have to repeat yourself.
Tim_: ok
Ruth: Is there anything else I may assist you with?
Tim_: no
Ruth: Its been a pleasure to assist you.
Ruth: You can always visit http://help.rr.com for online FAQs to get more help and knowledge about the products and services offered by Road Runner.
Ruth: Thank you for contacting Road Runner technical support, again my name is Ruth, we value you as a customer.
Ruth: Analyst has closed chat and left the roo

Jul 11, 2010 05:33

Now I'm waiting for their Level 3 (oooooh!) guy to call me back. Great.

Jul 11, 2010 05:56

As I'm still waiting for them to call me back, I did another test at this site:

http://reviews.cnet.com/internet-speed-test/

And it's even slower than before! It's 520kbps.

Jul 11, 2010 07:23

Jul 11, 2010 08:46

Billy, and others, could you go to that CNET site and test your connection speed and tell me your results?

Billy - you have Roadrunner from Time Warner, right?

Jul 11, 2010 09:35

Captain Kickass's #1 Fan

Jul 11, 2010 20:14

That does suck, but have you considered getting rid of your faggy iMac?

My CNET results:

1045.6 Kbps - if I pick wireless

2077.4 Kbps - if I pick Cable Modem

I have a cable modem but I connect this computer to the cable modem via a wireless router, so I don't know what that makes my connection.

Oh yeah, Fuck LeBron!

Captain Kickass's #1 Fan

Jul 11, 2010 20:18

Also, Stim, just so you know, I care for your smile.

Comrade LoveMonkey

Jul 11, 2010 20:49

Boy those chicks can type fast-- and without a mistake too.

Thank you for the confirmation.

Jul 11, 2010 21:22

Well, did they call??

Jul 11, 2010 23:22

You recently got a new computer, new modem, and new internet service... when in that chain did the problems start?

Jul 12, 2010 04:42

billymeade said:
You recently got a new computer, new modem, and new internet service... when in that chain did the problems start?

Something happened when I switched the old modem/router combo to the new one. Maybe I was getting away with service that I shouldn't have had and they relegated me to the rest of the schlubs?

Jul 12, 2010 05:07

I talked to a "Tier 3" guy this morning, not because they called back as promised, but because I called.

Anyway, this guy, of course, wanted me to do speed tests on the Roadrunner speed test site, which, shockingly, always says that my download speed is REAL fast! I tried to explain to him that if I use any third party speed testing site, my speed is very low, between 5 and 8 mbps.

He had never heard of these other speed testing sites, which was intriguing, given that his fucking job involves working with Internet connection speed. I was beginning to think that maybe I was being hoodwinked and that this jagoff was not a Tier 3 fella after all.

He kept putting me on hold, coming back, and telling me to try different speed testing sites, most of which I already had, all of which confirmed my sub-par speed.

What he said next really pissed me off.

He said, "Well, those third party speed testing sites are not part of our network, so we can't guarantee the speed you'll get."

Ok. Wait. WHAT?

I said, "Well, isn't pretty much EVERY SITE ON THE INTERNET not part of 'your network'? What good is offering high speed Internet service if that high speed is only guaranteed for the ISP's website!?!?!?"

He did not seem to grasp what I was saying.

He basically said that there was nothing they could do. He said, "Your connection looks fine from our end, so I don't know what to tell you."

I said, "Well, what about that Traceroute test that the 'analyst' had me do? It yielded a bunch of asterisks. Isn't that a sign of a problem?"

He said, "Uhhh . . . I . . . don't really know."

I GOT REAL PISSED.

I said, "Well, do you think that maybe I could talk to someone with a little more technological expertise than you have?"

He said, "Uhh . . . ok. I'll have someone call you back. Thanks for call-"

"Hold on!" I said. "When can I expect this call back?"

"Oh, someone will call you before the end of the day. Thanks for call-"

"Hold on. Can I have a reference number? What's your name?"

He told me. "Ok," I said, "I'll expect that call today."

Guess what?

Here's what I think happened with this call.

I called back after the online chat to complain that I never got my 'Tier 3' call. They probably said thought, "Ahhhhh fuck . . . . Hey you . . . other 'Tier 1' guy, talk to this douche and pretend you know what you're talking about."

It was a Sunday morning at 7:30 or so. Maybe the 'Tier 3' fellas only work M-F, 9-5?

So, I'm gonna call back later today, during business hours, and see if I have any more luck.

This is turning into a real Kafka type situation - in a bad way, not in a fun, turning into a gigantic beetle way.

Jul 12, 2010 07:00

One of the main red flags telling me there was a problem was the fact that this site

http://www.vhlinks.com/vbforums/index.php?

will not load for me.

I used to go to this Van Halen message board every day, and ever since the changes of last week, the page will not load. I get the top banner and the ads on the side, but none of the material in the body of the page, just the blue background.

Any ideas why?

I'm using Firefox. I tried it on Safari (I have a Mac), and all of the content on the the page DID load, but only after a couple of MINUTES.

Perhaps the solution to this problem could be the solution to my slow Internet problem as a whole?

Jul 12, 2010 07:23

I think I answered my own question.

I downloaded Chrome and that site loads instantly. Hmmm.

Jul 12, 2010 08:51

A.) Chrome rules.

B.) I don't think the problem is your internet connection, since you said it only stopped working after you bought your new (non-Time Warner) modem... indicating something with your modem is not right. If you still have the old one, set it back up and see if things improve.

C.) You should know that their support team is simply reading off of a script and are not really "experts". They have a search engine that they use, and as you talk, they just pull up previous solutions. The "Tier" level is meaningless and just a way to make you think you're getting something special. The only way you're going to get it resolved by them is to have someone come out. If it's a modem problem, they will not fix it.

D.) RoadRunner's speed test indicated I was getting 7.1Mbps, which is magically exactly what my max speed is! Shocker.

More famous than Satan.

Jul 12, 2010 10:03

I was beginning to wonder if it's because you go to Van Halen forums like 12 year old.

Jul 12, 2010 10:43

I doubt there's many 12 year-old Van Halen fans.

More famous than Satan.

Jul 12, 2010 11:07

You are right, but they do love forums.

Jul 12, 2010 11:12

Jul 12, 2010 11:35

TheStrak said:
I was beginning to wonder if it's because you go to Van Halen forums like 12 year old.

Maybe I should hang out at the Flickerstick forums?

More famous than Satan.

Jul 12, 2010 11:41

TheStrak said:
I was beginning to wonder if it's because you go to Van Halen forums like 12 year old.

Maybe I should hang out at the Flickerstick forums?

You'd probably be the only one, like on the VH forums.

Comrade LoveMonkey

Jul 12, 2010 12:09

www.toothpastefordinner.com

www.toothpastefordinner.com

what is a stinkbus pray

Jul 12, 2010 21:30

Stim, here's something to try:

1) quit Chrome, Safari, Firefox, etc.
2) open System Preferences and click Network
3) select your AirPort connection
4) click Advanced... and then DNS
5) Examine the DNS Servers column. Note down whatever values may be in there, and use the minus button to delete them. If one grey entry remains, that's okay. Ignore it.
6) Add two new DNS servers: 8.8.8.8 and 8.8.4.4. (These are Google's public DNS servers and are much better than Time Warner's.)
7) Click OK, then Apply.
8) Open a browser and see whether life has improved.

If this somehow breaks anything (it should not), go back to the DNS settings and restore the values that were there before.

Jul 12, 2010 22:46

I'd listen to Sdan, he's been living and breathing Macintosh since before AppleWorks.

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