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Has anyone been suffering through intermittent Time Warner connectivity issues since Friday night/Saturday morning? I've had this problem on numerous networks where it simply takes far more time than it should to resolve websites. Sometimes, I have to refresh two or three times to get the site I want to load. Sometimes various elements of a page won't load at all. I've spoken with Time Warner's customer support, I've complained by the NYC DOITT, and I have an appointment for this Saturday. But I know it's not just me, and I'm wondering how widespread it is throughout PS. The lack of costumer service and accountability from telecom companies in New York is just dismaying. If I had another choice I would have dumped Time Warner months ago.
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Yes... I have been having the same problem since Saturday. What a drag!
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I'm also having this problem. Thought it was just me. I'll give them a call.
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I haven't been online much until today but it has been horrible.
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After speaking with a 3rd grader on their online chat. I called the local number and waited on hold for 20 minutes. They claim there are no issues in 11215. I've reset my router multiple times and plugged the modem directly into my computer and haven't seen an increase in connectivity. Beyond frustrating.
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Dave.. I did that too... not helping. It is ok connection for a while and then just goes in to the opposite of hyper-drive!
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i have not had that problem, although i've always had problems with the HD signals on various channels (couldn't watch any of the olympics).
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I encourage anyone with a twitter account to get in touch with @TWCableHelp. They are responsive and might bring some help.
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Daveon8th » I encourage anyone with a twitter account to get in touch with @TWCableHelp. They are responsive and might bring some help.
Definitely do this. I've been going back and forth with them on Twitter and via email trying to get some help. A few reps have said that scans are showing no problems, but I'm thinking its an upstream error. If enough people are having this problem and report it, we'll get a tech response eventually. -
i noticed saturday or sunday that the signal seemed to be dropping. my modem is basically right next to my head when i'm using my computer, and every so often the lights would switch from all lit as they should be to just the internet and pc link connections lit - no signal for cable activity or cable link. turning the modem off and on didn't fix it, but after a bit it would seem to fix itself. i haven't used my computer at home since then, so i don't know if it's still happening. i thought maybe it was just a line blowing around outside, but i guess it's bigger than that.your girl is something of a shrew, hubbell.
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Hi Folks, My sincere apologies to anyone having issues with our services. As I explained to BenYankee and Daveon8th via emails, our system in Brooklyn is quite complex, so even when neighbors are experiencing similar issues, they aren't always directly related. However, if there is an area-wide issue that we cannot see through our usual diagnostics, I want to get that to the attention of our technical people in NYC, with as much detail as possible. It would be most helpful if anyone experiencing intermittent connection problems could email us at TWCable.Help@twcable.com. In your email, please include account details (acct number or name, address and phone number), and a description of the problem. Thanks, Brien H Social Media Representative - Time Warner Cable Twitter - TWCableBrienH Team Twitter - TWCableHelp TWCable.Help@twcable.com
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omg my internet has been sucking so hardcore- ive rebooted everything reboot-able dozens of times over the past 3 days. Its making me quite enraged.whoa hey whoa hey whoa
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It takes me 2 minutes to connect to this site and other big sites. Half the time I need to refresh and try again. This has been going on for me all year, despite calls. BTW it takes an hour off your life off every time you call. Hold times and transfers are OBSCENELY long!(\__/)
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Wow, happy to have found this thread. In Park Slope and having an unreliable broadband since the weekend. Reset everything in my network—modem, router, computers—no improvement. TW told me probably a bum modem and I'll need to wait until Saturday for them to send someone out to look at it. Didn't make sense when they proposed it then, makes less sense now.
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mine's been like this for over a week now. just tried the roadrunner speedtest and the download speeds are not awful but not what I'm paying for (4.3 MBps) but I'm only getting 0.49 Mbps upstream
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.49 Mbps upstream is all I've ever gotten on RoadRunner, even when I get 20-30 Mbps downstream. I'm convinced that RoadRunner intentionally limits upstream speeds to .49.
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I am having the same issues - grateful to know I'm not alone! I am out in Staten Island now, where my boyfriend lives - he has FIOS and nope, not having these issues out here.
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For all of you who said you were having the same problem, please please do let Time Warner now either via the email from Brien or by calling. They keep telling me they can't identify the problem as a neighborhood/borough/regional one without more complaints. Dealing with them can be very frustrating, but they seem willing to at least listen right now.
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I've got FIOS here in PS and nothing wrong so far.
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Amen to these problems. I spent an hour on the phone with Tier 3 support yesterday on exactly this issue - provided them with pings, traceroutes, other diagnostics. I have excellent connectivity into the TWC infrastructure, but connections to anything but the TWC equipment is a disaster (including this website). Just emailed the address Brien H provided, including more pings and traceroutes. Just hoping someone can figure out WTF is going on, because this is downright stupid. Hello Verizon?
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I emailed them,like suggested above and this was the email response:
We apologize for the connectivity issues you have been experiencing. We are currently gathering information for our engineers in Brooklyn in order to get a handle on the causes of this area-wide problem. I have added your account information to our list and will be reviewing it with our engineers. We hope to have this issue resolved shortly. Thank you for your patience. Paul S. Time Warner Cable
PLEASE keep up the good work of letting them know, all our responses hopefully will make a difference.(\__/)
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It's pretty sad that it's taken TWC this long to address the issue. I've worked in NetOps (Network Operations) before. In a large environment like what TWC has, all of this infrastructure is heavily monitored. This behavior should be setting off alarm bells. And if it's not, the data that's been provided over the last 48 hours should be sufficient to track this down and fix it. It would be awesome if TWC actually had somewhere to see progress on the issue - because right now, apparently we're all supposed to just sit here and wait for someone to eventually tell us the problem has been resolved, whether or not it fixes anything.
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I'm having tons of problems as well. Emailed and tweeted. We will see if that actually does anything.Did Someone Say Walk?
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3.27 upstream, .47 down. similar all afternoon.whoa hey whoa hey whoa
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I appreciate Brien's help in this matter, we've been emailing back and forth for several days now, but it makes no sense to me why TW is denying that this is a major neighborhood wide problem. Below are my speeds from the last couple of weeks. As you can see things were ok on the 19th after a week of issues and have slowed to a crawl. 3/31/2010 2:47 PM GMT 2.82 Mb/s 0.49 Mb/s 3/31/2010 7:52 AM GMT 4.89 Mb/s 0.49 Mb/s 3/30/2010 3:50 PM GMT 3.11 Mb/s 0.46 Mb/s 3/30/2010 6:24 AM GMT 2.99 Mb/s 0.49 Mb/s 3/19/2010 5:03 AM GMT 19.92 Mb/s 0.48 Mb/s 3/18/2010 3:47 AM GMT 6.41 Mb/s 0.46 Mb/s 3/18/2010 3:38 AM GMT 8.21 Mb/s 0.49 Mb/s I can't emphasize how important it is to call, tweet, email with your issues. They still want us (as their customers) to schedule techs to come out to our individual residences to check the connection. Is anyone having good connection speed with Time Warner?
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From this morning: --- google.com ping statistics --- 50 packets transmitted, 45 received, 10% packet loss, time 49091ms rtt min/avg/max/mdev = 17.018/172.801/1045.131/178.371 ms, pipe 2 --- facebook.com ping statistics --- 50 packets transmitted, 48 received, 4% packet loss, time 49074ms rtt min/avg/max/mdev = 15.831/18.273/23.427/1.376 ms --- myspace.com ping statistics --- 50 packets transmitted, 46 received, 8% packet loss, time 49074ms rtt min/avg/max/mdev = 76.844/80.307/97.671/3.213 ms Nerd Translation: data packets are not getting through - this measures packet loss, and latency - how long it takes for data to get all the way through. To put it in perspective - consistent packet loss like this is something you see when you're dealing with flaky connections, hardware having trouble. You tend to see it with low-budget setups, wireless setups (e.g. satellite connections in obscure corners of the world), and unreliable environments. These are 3 of the largest sites on the internet - there should be no data loss whatsoever. Instead, we're seeing 10% loss to Google - that's *extremely* bad. Worse, the variability in delivery times (standard deviation of 178ms) is terrible - the traffic's not even coming through with any kind of consistent flow. It's like a pipe you run water through - except in this case, 10% of the water isn't coming out the other end, and the water pressure is varying between a trickle and a fire hose. This, when your pipe is connected to a water source as consistent as Niagara Falls. I hope none of you use your connections for online multiplayer gaming - if you did, you'd be ready to throw your controller through the TV right about now.
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I'm on Lincoln Place & 7th Ave, been having TW internet problems for more than a week. My GMail is always complaining of connection issues and my Ooma VOIP (which had been fine for months) is now virtually unusable. It could be my imagination, but the start of the issues seemed to coincide with that massive wind/rain storm we had a couple of week ago - I'm wondering if a major cable line got knocked out.
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Thanks to everyone who has taken the time to post here and/or email us. Just a reminder that in order to help, I need account info (PLEASE DO NOT POST IT HERE - EMAIL US!). Because this issue isn't coming up in our normal diagnostics as a wide-area outage, I'm trying to compile reports with accounts, and their associated upstream connections to our network. I'm hoping that when the local engineers go over the reports, they will then be able to find the source of the problems. Thanks to everyone for your continued patience while we try to resolve this frustrating issue. Thanks, Brien H Social Media Representative - Time Warner Cable Twitter - TWCableBrienH TWCable.Help@twcable.com
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The irony of writing a pro-Time Warner post on April Fools day isn't lost on me but this isn't a prank. After getting help from Brien and a Tier 3 tech, my issues seem to have been cleared up, at least for now. Good luck to everyone still having problems.
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Anonymous
Posts: 9,622Dave - what did they do to help? -
Daveon8th » The irony of writing a pro-Time Warner post on April Fools day isn't lost on me but this isn't a prank. After getting help from Brien and a Tier 3 tech, my issues seem to have been cleared up, at least for now. Good luck to everyone still having problems.
Hah, good point. Yep, their 'fo real. Here's the TWC blog post about their new department: http://www.twcableuntangled.com/2010/03/time-warner-cables-new-online-care-team/ It should be noted that titles of new Brooklynian threads are posted to the Brooklynian stream on Twitter (albeit with some delay): http://twitter.com/Brooklynian So therefore any mention of Time Warner in thread titles here shows up in @brooklynian's stream and therefore comes up on the TWC online care team's Twitter radar screens. I am guessing that's how they came across our discussion here. TWC team, thanks for noticing and joining the discussion here.i extend my battery life by turning down the brightness -
Daveon8th » The irony of writing a pro-Time Warner post on April Fools day isn't lost on me but this isn't a prank. After getting help from Brien and a Tier 3 tech, my issues seem to have been cleared up, at least for now. Good luck to everyone still having problems.
Yeah, what did they do exactly? I'm still up shit creek with out a paddle.(\__/)
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Flexichick » Dave - what did they do to help?
Short version. They called me and left a direct number to call a tech back. I have a mac desktop connecting to the net over my wireless network. The tech had me connect the modem directly to my computer and walked me through a few quick changes and now my speeds are back to the way things were previously. I'll reconnect my wireless network and if the issue returns then I know it is my 5 month old router. It is easy to take potshots at a company like TWC, especially with their reputation, but they stepped up. ***edit/disclaimer*** I am not an expert on diagnosing issues that others are having with their home networks. My post is only meant to encourage people to contact TWC directly about their specific problem. My issue was solved in 5 minutes. ***edit/disclaimer*** -
I'm in the same situation as you Dave. Macbook, wireless, using their router. I've called multiple times and never got a tect to help me like you said. Half the time they lied and said there was an outage in my area. Do I need to call them Again? To get them to do this for me? Never worked before, I even suggested it was the router and they ignored me.(\__/)
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Mamacita » I'm in the same situation as you Dave. Macbook, wireless, using their router. I've called multiple times and never got a tect to help me like you said. Half the time they lied and said there was an outage in my area. Do I need to call them Again? To get them to do this for me? Never worked before, I even suggested it was the router and they ignored me.
Did you read Brien's(TWCableHelp) post above? Contact him directly. They are the experts and have obviously had more training/education than your average customer service rep. -
Like I already said, I emailed all my info like Brian asked all I got was the email response I posted here (see above), what is his direct number? or email, the posted email above in Brian's signature only gave me the response I've already posted here. No help whatsoever.(\__/)
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jeffrey » [quote="Daveon8th"]The irony of writing a pro-Time Warner post on April Fools day isn't lost on me but this isn't a prank. After getting help from Brien and a Tier 3 tech, my issues seem to have been cleared up, at least for now. Good luck to everyone still having problems.
Hah, good point. Yep, their 'fo real. Here's the TWC blog post about their new department: http://www.twcableuntangled.com/2010/03/time-warner-cables-new-online-care-team/ It should be noted that titles of new Brooklynian threads are posted to the Brooklynian stream on Twitter (albeit with some delay): http://twitter.com/Brooklynian So therefore any mention of Time Warner in thread titles here shows up in @brooklynian's stream and therefore comes up on the TWC online care team's Twitter radar screens. I am guessing that's how they came across our discussion here. TWC team, thanks for noticing and joining the discussion here.[/quote] They came across this thread because I told Brien about it. He's been trying to figure out this problem for days. I'd love to know what the Tier 3 techs had to say. I have a visit scheduled on Saturday, but if this is something that could be done over the phone tonight, I'd love to do it. -
BenYankee » They came across this thread because I told Brien about it. He's been trying to figure out this problem for days. I'd love to know what the Tier 3 techs had to say. I have a visit scheduled on Saturday, but if this is something that could be done over the phone tonight, I'd love to do it.
I just got off the phone with another Tier 3 tech. They're aware of the problem, and they're still in the "Gathering Information" stage. Days later. Grrr. I start wondering if people think this isn't a big deal because the TWC speedtest site returns numbers that make people think "gee, how could there be a problem?! It's still fast enough." -
BenYankee » They came across this thread because I told Brien about it.
Ah, thanks. Mystery solved.i extend my battery life by turning down the brightness -
Hi Folks, At this point, we have collected many reports of poor connectivity and identified the associated network equipment those accounts are connected to. These reports have been forwarded to our contacts in NYC, and the situation has now been escalated to Regional Network Operations (in other words, above the NYC division). We are hoping this leads to a speedy resolution. Unfortunately, we don't have any more specific updates. Again, thanks for your continued patience. Thanks, Brien H Social Media Representative - Time Warner Cable Twitter - TWCableBrienH TWCable.Help@twcable.com
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Same problem here since at least Monday. I was hoping it would just resolve itself since I could tell it wasnt anything to do with my modem or anything. Very annoying
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itinnyc » I've got FIOS here in PS and nothing wrong so far.
Hey, where do you live in PS that you have FIOS ??
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Ahh! So frustrating. So I call TW, they know nothing about who Brian or Paul S is. Nothing about this issue. I try to tell them, "hey they are your representatives". No clue on their side. FOR ONCE they see my download speed and realize I've been working off 1%!!! of the speed I should be at. I mean, it's ridiculous. A tech in coming in this next week.. FIOS PLEASE COME TO PARK SLOPE!!!(\__/)
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Has to be some *new* building near 4th Ave., where the big telecom lines probably run from downtown clear down through Bay Ridge. Perhaps the Argyle, as mentioned next to his username? (7th St off 4th Ave)i extend my battery life by turning down the brightness
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Yes I'm at Argyle, so far the only hiccup I've had with Verizon is when they've upgraded the DVR online guide. The Internet has only gone down once, but after rebooting the telcom equipment in my closet I was back up and running.
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Is that a walk-in telecom closet?
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Hi Brooklynians -- Here's what I know: I've also been working with Tier 3+ support (as well as Brien and Phil with TW's Social Media Team) to get to the bottom of this for days now... Early on, I identified a "hop" in TimeWarner's network routing that seemed to be the culprit. Earlier tonight, I ran some additional tests with one of their network guys that lends more weight to that. There was apparently some question at to whether that was related to a recent Apple OS update, but we were able to rule that out. FWIW -- it seems to be a NYC-wide problem. Been in touch with many people on Twitter who are definitely frustrated as well. If I find out more, I'll post it at Veritrope.com and/or back here.Kind Regards,
Justin
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nope the equipment was in my shoe closet.
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Add me to the list of frustrated Road Runner customers. I moved all my sites to a co-lo, dropped my static IP Speakeasy DSL and hooked up with Time-Warner a couple of weeks ago. Everything was fine for a few days then I started getting timeouts and long delays when connecting to web sites. Sometimes hitting the link a second time would cause the page to load; sometimes not. I've spoken to Road Runner tech support twice about this but clearly the people I spoke with weren't very technical and didn't understand the issue. They just walked me through what felt like the standard knowledgebase script -- remove the router, disable any "security software", use IE, etc. They kept calling it a speed issue but it's not. It's a connection latency issue. The other strange thing is that I have basic Roadrunner but the speed tests show me with download bandwidth as high at 60Mbps, which is false. The tests look weird too. It shows low bandwidth for 90% of the test (like 1.8 Mbps) then suddenly zooms to 45+Mbps in the last five seconds of the test. I've never seen this behavior before, but my experience has been with DSL lines. This is in north Bay Ridge. I've emailed my data to Brien.
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So it's Friday, and the problem continues. I had another call with Tier 3 tech support, and I'm completely frustrated now. While yesterday I had a tech who understood everything, today I had a guy who tried to walk me through all the same steps as before (remove my router, blahblahblah), told me that there was no issue with the general network, and that I'd have to wait for a tech to show up Monday. Meanwhile, I can see on the TWC twitter channel that as of an hour ago, they're still saying there are network problems. http://twitter.com/TWCableHelp So what the hell is going on?
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