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I live in Park Slope, at 4th Ave & President St. I've had this issue since Saturday or Sunday. I talked to a Tier 3 guy this morning. At first he told me the problem was with Earthlink's DNS servers and that it had been marked as "resolved." Then he checked something else and asked me if I had a Mac. He said his records showed that there was a problem with a "hub" in the area but that the problem only affected Macs. He had me plug my Macbook directly into the cable modem. I didn't notice the problem when I was directly connected. So he said I should either leave it like that for a day or two and/or contact my router's mfr to see if there's anything I can tweak or update. And he sounded like that was their resolution to the problem. He did say he was a Mac guy and he couldn't think of any reason why only Macs would be affected. After I hung up I plugged the router back in and the problem came back. I didn't have time to troubleshoot the router this morning but I'll look at it again tonight or over the weekend. And I'll bring home a Windows laptop and see if I have the same problem. But I don't see how it's just a Mac problem. And I don't see how it's my router. Everything was fine a week ago, and now it isn't. Something changed and I'm certain it wasn't on my end.
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PeterCavan - You live about 3 blocks away from me. Tier3 has been so incredibly disappointing through all of this, and this whole "Mac Issue" BS that they threw in your direction is the lamest excuse imaginable. (FWIW, I'm a Linux/Windows guy, no macs here, same problems).
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I have a mac and a PC, both used daily by my partner and I. I have a tech apt on Tuesday.(\__/)
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Holy cow almost a week later and this problem is not resolved. Time Warner, this is it. THIS is why people hate you. You can tell there is no inter-company communication when this has been going on so long and the tech supports at the call centers have no idea about it. I wish a newspaper would do a story exposing how terrible TW are. edit: Not to take away from what Brien H is doing I am sure he is working hard and is just as frustrated as we are and we appreciate your help but at the end of the day, it seems there is not a process in place in TW to get done what needs to get done.
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It's not a Mac issue: I ran tests from PC, Mac, and Linux-based platforms with the same result... a particular switch in TimeWarner's network that was dropping packets. I've posted some thoughts about it here (along with suggestions for how to work around the slowness): http://veritrope.com/opinion/slow-timewarner-internet-in-nyc-shows-the-promise-and-limits-of-social-mediaKind Regards,
Justin
@Veritrope -
Veritrope » It's not a Mac issue: I ran tests from PC, Mac, and Linux-based platforms with the same result... a particular switch in TimeWarner's network that was dropping packets. I've posted some thoughts about it here (along with suggestions for how to work around the slowness): http://veritrope.com/opinion/slow-timewarner-internet-in-nyc-shows-the-promise-and-limits-of-social-media
Mine starts dropping at 66.109.6.76 so it seems to be the whole 66.109.6.X subnet. Heh I got timed out my first try submitting this post. -
somebody could run for mayor of NYC and win on the single issue platform of ending cable monopolies in this city, I bet. so much for the telecommunications act of 1996 creating more competition. it's frustrating enough to deal with the call center people trying to walk you through rebooting your modem for the 100th time, but when you get connected to the supposedly technical folks and they tell you it's a problem with your mac and not their system is unbelievable.
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Hi Brooklynians, I wanted to throw a quick update out here. We are still researching this ongoing issue. I have continued to forward the data received from impacted customers to the network techs in NYC. Thanks to all who have taken the time to email us. If you have sent your account info, please note that you MAY be contacted by our technicians for troubleshooting. We are truly sorry for the aggravation and inconvenience this has caused. Thanks, Brien H Social Media Representative - Time Warner Cable Twitter - TWCableBrienH TWCable.Help@twcable.com
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SlopeDuder » [quote="Veritrope"]It's not a Mac issue: I ran tests from PC, Mac, and Linux-based platforms with the same result... a particular switch in TimeWarner's network that was dropping packets. I've posted some thoughts about it here (along with suggestions for how to work around the slowness): http://veritrope.com/opinion/slow-timewarner-internet-in-nyc-shows-the-promise-and-limits-of-social-media
Mine starts dropping at 66.109.6.76 so it seems to be the whole 66.109.6.X subnet. Heh I got timed out my first try submitting this post.[/quote] That's what I'm getting, too. Just got off the phone with a NYC N.O.C. Engineer. Ran more tests which demonstrated problems in this range. FWIW -- He said that they're still not sure what the issue is, but that they're now definitely investigating this part of the network.Kind Regards,
Justin
@Veritrope -
Super annoying. Taking forever to get certain pages. Took forever to d/l iTunes update. Also had to reboot my cable box today because it was giving me a three second sound/picture loop. My DVR also acting weird. Picture will freeze and sound will continue after I fast forward thru commercials. Maybe time to switch to dish.
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Same here. Traceroute seems to hiccup when it gets forwarded to 66.109.6.76: ... 4 gig-12-0-0-nycmnyrdc-rtr2.nyc.rr.com (24.29.113.218) 18.983 ms 19.816 ms 19.760 ms 5 tenge-2-0-0-nycsnyoo-rtr1.nyc.rr.com (24.29.119.98) 19.968 ms 20.333 ms 20.277 ms 6 66.109.6.76 (66.109.6.76) 20.423 ms 14.670 ms 14.306 ms 7 ae-0-0.pr0.nyc20.tbone.rr.com (66.109.6.157) 22.130 ms 14.602 ms 22.232 ms 8 66.109.10.138 (66.109.10.138) 16.443 ms 22.379 ms 22.588 ms ... I had such a miserable experience with Time-Warner Cable in Manhattan in the 1990s, where my TV would be down for days at a time, that I swore I'd never use them again. So when I bought this place in '99 I got Primestar satellite, which was acquired by DirecTV a year later. The only times I've been sorry I have DirecTV is during very heavy storms a few times a year that take out the microwave for a few minutes to a couple of hours.
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Subject: TV is out, too.
I don't have TW internet (I use Verizon) but my TW cable TV service has been out all evening. Their customer support confirmed that we have a service interruption in Park Slope. Don't expect any reimbursements? -
Anonymous
Posts: 9,622^you should expect reimbursements for service interruptions, although you have to call and insist (read: demand) on them -
FWIW, It's not a DNS issue. Since sites were timing out, that was my first thought. However, I tried switching my DNS servers to 8.8.8.8 and 4.2.2.2 and it didn't fix a thing.
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I did the same (switch DNS to Google's public servers). If anything, it was slower because the DNS requests gets shuttled through the same router while RR's DNS lives on the 24. subnet. The problem seems to be the tier of routers/switches/whatever just before you leave Road Runner's network
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Yup. Same exact problem over here. I'm on 23rd St. between 4th and 5th ave. My neighbor further up 23rd is also having the problem. I posted on the Greenwood forums on friday. We called Time Warner on Friday and the lady on the phone was completely unrepentant that there were any problems in the area. It's ridiculous. I just emailed Brien. Let's hope they get to the bottom of this soon.
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SammyG » We called Time Warner on Friday and the lady on the phone was completely unrepentant that there were any problems in the area. It's ridiculous. I just emailed Brien. Let's hope they get to the bottom of this soon.
It's extremely frustrating that TWC doesn't even coordinate with its' support staff to admit that there's a problem. If there's one thing that would go a long way in terms of a better customer service experience, it would be TWC admitting there are problems (or even potential problems) when this stuff goes on. Otherwise, it's hard to believe there's actually progress being made. -
I've got a good way to prove how #$!&* Road Runner's broadband is now. I started two Perl upgrade processes ("install bundle CPAN") on Ubuntu 9 servers. Machine A is running as a VM on an 8-core, 16GB MacPro over an unloaded Road Runner Turbo connection. Machine B is also a VM running on a commodity Pentium box w/1.5GB RAM at Panix.com's data center. This is a good test because the upgrade process makes a lot of small, single FTP connections. Both were launched at the same time. The Panix upgrade completed five minutes ago. The Road Runner upgrade is running about ten minutes behind. Something that's become as familiar as a command prompt this week: root@paco:~# ssh vc ssh: connect to host vc port 22: Connection timed out
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for anyone with a little tech-savvy: If you run a traceroute to google.com, does this hop show up: ae-1-0.pr0.dca10.tbone.rr.com (66.109.6.165) ? I ask, because when I started individually pinging hops between my house and google, this one started dropping packets almost immediately. The hops before it were all fine.
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I think they finally fixed it about an hour ago I am seeing no packet loss since 2:25AM.
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It's certainly better than it's been, but I'm not sure it's fixed. Here's a ping to google: --- mt.l.google.com ping statistics --- 42 packets transmitted, 37 packets received, 11% packet loss round-trip min/avg/max/stddev = 118.483/271.058/454.561/67.832 ms And here's a ping to the TWC DNS server: --- 24.29.103.15 ping statistics --- 48 packets transmitted, 47 packets received, 2% packet loss round-trip min/avg/max/stddev = 134.037/261.923/363.100/60.424 ms
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Agreed -- my pings/traceroutes show that it's better, but totally fixed yet.Kind Regards,
Justin
@Veritrope -
We've been severely affected the past 8-10 days. We have two iMacs on a D-Link wireless router. And what's crazy is one computer can be connected while the other one drops out.
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Last Update (Hopefully!): Just got off the phone with the Tier 3 tech guy I was working with on this earlier this week. He said that they were able to identify the faulty equipment this morning and made a change which he felt would solve most people's issues. My line tests / ping tests are looking much better this afternoon so, to me, it looks like they got it! One more bit of info for Park Slope people -- he said that they've also scheduled some work on our local node this month to make improvements. Everyone else back to normal?Kind Regards,
Justin
@Veritrope -
Yup! Everything seems great now! Thanks so much for all this info!!!!
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When we're connected, everything is great. It's when we lose the connection that there's a problem.
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what is a local node? fwiw, i seem to think my hd tv picture is much improved of late. not saying there is a connection. just making an observation.
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This will help you understand about what a node is: http://www.dslreports.com/faq/3388 I'm not a TV customer of T/W -- just internet. However, the "1's and 0's" that make up a HDTV picture can also benefit from increased bandwidth and capacity. No idea if your observation is reflective of local improvements or a change in the way TimeWarner compresses the TV signal overall but, when you reduce things down to their lowest common denominator in the digital communications world (phone, TV, internet), it's all just packets of information.
Kind Regards,
Justin
@Veritrope -
FWIW, I'm just back after a week in Massachusetts and am noticing that our TWC internet is incredibly slow with many, many page load hangs. We've also got problems with our cable tv (Digital HD) including alot of digital artifacts, frozen channels, etc.
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So question: Has anyone spoken to customer care/retention about compensation for the outage yet? They just offered me $6.50 for a 6-day outage. Rebuffed all requests for compensation beyond that, telling me about how much I'm already saving. Wow. Hey Verizon, you roll out FiOS in this neighborhood, you've got me with cash money in hand.
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Anonymous
Posts: 9,622^that's bullslhit. Tell them you know how you can save 100%.........when you cancel. As for a supervisor. -
Yeah, my internet is back and running smooth again, too. I'd like to think our complaining helped, but who knows. Either way, I'm glad to have youtube videos of cats playing with boxes back at full speed.
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The Time Warner guy just left, very nice guy, pleasant experience (especially because it was relatively fast) I had a out of date moden that they provided that they don't make or use anymore. That on top of everyone's issues of the last couple weeks made my signal so low it even shocked the initial phone tech person. Needless to say, every thing is loading fine now, but I'm pissed that they gave me an out of date modem to begin with and I've been renting it for this whole year. Thanks to Brooklyn Potter's advice, I'm going to try a corporate email bomb and get back my rental fees. Worth a try right?(\__/)
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Mine's still not up to usual. Lots of page hangs. Ugh!
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Anyone still having problems with TWC cable internet? Ours is still sloooow and is basically affecting everyone in my 20-unit apartmnet building.
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How can I find out all this hi-tech connectivity/ pings/ packet info on my MacBook with OS X?
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Here's the TWC bandwith test link http://speedtest.nyc.rr.com/(\__/)
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I am having these problems as well. Union Street between 4th and 5th. Some days, if I'm working at home, I need to unplug and reboot my modem and router four or five times. It just went offline again and I'm currently jacking in to some neighbor's wireless connection right now to post this. I even got a new modem. That clearly was not the problem. Has anyone gotten anything solid from TWC about what's going on and whether or not they are actually working to fix it?
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Also, is there any government agency responsible for regulating Time Warner? Does the city or state have a version of the FCC? If there are many of us having this problem for weeks, and TWC is clearly aware of it, and it is not getting fixed and we are not getting refunded, I wonder if we have any recourse anywhere aside from a class action law suit....
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New York State Public Service Commission: http://www.dps.state.ny.us/New_complaintdept.html
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I am about ready to follow up with Public Service. Total disrespect for the consumer. I'm on 12th St between 4th and 5th...router isn't responsive, jacking a neighbors wireless signal now. I edit a website, this is my livelihood. I have my doubts if there are competent techies on the case at TWC. The web responder guy seems friendly, but where is the urgency?
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My connection is very slow today, too(\__/)
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Swapped my modem and my cable box and everything seems to be back up to snuff.
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Woodsy1069 » I am about ready to follow up with Public Service.
Do it. TWC's internet connections will continue to drop every five minutes, but you can rest assured that their billing systems will have 100% uptime. Having a monopoly in the area means that they don't have to care about you -- complaints filed with regulatory authorities are the only way anything will happen. Don't take any BS from them -- they're supposed to work for you, not the other way around. When in doubt, demand to speak to someone higher up -
Anonymous
Posts: 9,622Go on their corporate website and start calling their executive offices. Much more efficient than dealing with customer service. http://www.timewarnercable.com/Corporate/about/management/default.html http://www.timewarnercable.com/nynj/about/management/default.html Or, when dealing with customer service, tell them you want the "customer advocate" group. This is a 5 person team that handles escalated issues. You have to have a reference number to be assigned to a person, but once you are, they actually stay on top of your case and call you back (like some sort of bizarro TWC universe) -
Anyone else (still) having problems? My internet's been completely out since Sunday afternoon, and I'm apparently neighbors with Woodsy1069 on 12th between 4th and 5th. Just emailed Brien from work and am waiting to hear back.
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Ok, first off let me apologize for being ignorant. I completely ignored this thread thinking my connection was fine. Until last night when I was iming a friend a million miles away and as I was typing 96 wpm I noticed it would skip every few letters. My gf thought I was drunk (well, I probably was, but not enough not to notice). Is this a result of my blinking connectivity?
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Flexi... to me THIS is the best of Brooklynian. The information you gave up there in the post is stellar. It isn't like we can walk out on the job like Gorilla employees. We are stuck in the loop. But, if you are tenacious enough you can get customer service!And in that tenacity perhaps TWC will realize they need to make their systems work.. or else.
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Anonymous
Posts: 9,622^ Ha....Veets, nobody seem to have actually DONE it yet, but it worked for me. You can lead a horse to water...........
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anybody having problems with their Time Warner cable internet these days? Mine has been incredibly slow for a week now and they cant seem to diagnose the problem. It's so frustrating when their "tech support" says on the phone that they can see that their network is having intermittent connectivity issues to the cable modem, but they still want me to reboot my wireless router over and over again. You just said you can tell that the problem is on your side of the modem!! argh
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