Time Warner Cable on the fritz?

8thandprez

we lost our internet about 4 hrs ago, together with our on demand cable. anyone in PS having the same problem?

phoenix orion

thankfully not having a problem here in WT

ilovecarbs

yeah our cable and tv was acting up around 5pm. It's fine now though. My neighbor called TWC but didn't get much service. Surprise surprise.

theoryofpractice

I had to reset my cable modem yesterday afternoon.

mixergirl

I think there was another thread about this recently:

http://www.brooklynian.com/forums/viewtopic.php?t=38880

8thandprez

mixergirl wrote: I think there was another thread about this recently:

http://www.brooklynian.com/forums/viewtopic.php?t=38880

Yea, but this is different. The previous problem was frequent dropping of the connection. This time, everything is just offline and has been since yesterday afternoon. Plus, we've lost our connection to on-demand tv as well.

I made it through to customer service last night, they said they could "see" my modem and cable box, but that there was no response from either. Funny, bc cable tv and dvr are working fine. When both these services go down, it's usually indicative of a bigger problem outside my apartment.

Anyone else in North Slope having these problems?

dh100

I noticed Internet was out this morning, too, along with a couple of channels on cable. Maybe it's just North Slope? (I haven't called, since I don't have time to stay on hold with customer service forever.)

I can't understand why Internet providers can't keep service constant. I'm not sure if Time Warner is good, bad, or average in this department, but I have access drop out at least three or four times a year for noticeable periods. I can't imagine such poor service from other utilities -- phone, electricity, etc.

8thandprez

I'm on the phone with Time Warner now. The rep is saying that there is a "broad outage" in the area. How broad, I dont' know.

annaclaire

8thandPrez wrote: I'm on the phone with Time Warner now. The rep is saying that there is a "broad outage" in the area. How broad, I dont' know.

They never give you the full story, do they? We got the same line from Verizon when our office internet connection went out last week.

8thandprez

Well, still no service as of this morning. TWC has updated their phone system with a message that Red Hook and Park Slope both have outages.

dh100

The message when I called this morning listed only Carroll Gardens. Sounds like an Internet bug speading outward from the Gowanus Canal to the Slope and Red Hook.

8thandprez

dh100 wrote: The message when I called this morning listed only Carroll Gardens. Sounds like an Internet bug speading outward from the Gowanus Canal to the Slope and Red Hook.

So I take it your service is still out as well?

dh100

Yep -- called this morning, took 15 minutes for service rep to do "tests" that failed, as I expected, and decide to send a tech out tomorrow (maybe). Perhaps it will be repaired today?

dh100

I noticed a Time Warner truck last night at Carroll and 8th, not in front of my building. Internet access has returned, as have the cable channels that weren't working.

So it was an outage, perhaps localized to a part of Park Slope, despite what their rep told me on the phone.

8thandprez

dh100 wrote: I noticed a Time Warner truck last night at Carroll and 8th, not in front of my building. Internet access has returned, as have the cable channels that weren't working.

So it was an outage, perhaps localized to a part of Park Slope, despite what their rep told me on the phone.

Yes! Our internet and cable were miraculously online when we got home last night. Funny how I got into an argument with the TW rep bc she said that it was "impossible" to send someone out to examine a building outage and then, lo and behold, that's exactly what they end up doing.

littlegal

Isn't it funny tha I am new to the area, and this post, and have lost my subpar TWC connection twice in the last hour (albiet only for a few minutes) since first reading this post. Is service always this bad?

8thandprez

littlegal wrote: Isn't it funny tha I am new to the area, and this post, and have lost my subpar TWC connection twice in the last hour (albiet only for a few minutes) since first reading this post. Is service always this bad?

Actually no, not really. We've had a few outages over the past 4 years... one was due to a fried modem on my end, the others were building or area-wide issues. I generally find the connection to be pretty good, very fast. Lately however, I've definitely noticed some slowing and degradation.

8thandprez

Well, it seems the mini-outage of Time Warner in the area was finally resolved. I had some truly terrible customer service from the TWC reps, who insisted that no one from my bldg had reported any outages when in fact two others had already scheduled technician visits. Good news is, filing complaints with NYC DoITT actually works... I got this email today and immediately received a call from Time Warner Public Affairs asking if my complaint had been resolved and offering to send a tech out. Amazing!

"Ireland, Ann" <redacted> to me
4:36 pm (9 minutes ago)

Thank you for your recent e-mail via NYC.GOV, the Official New York City Web site regarding a service complaint with Time Warner Cable of New York City.

We have forwarded your letter to the attention of Mr. Michael A. Davis, Director of Public Affairs for Time Warner, and we have requested that he refer your complaint to the appropriate company representative.

If you have not received a response within twenty (20) business days or you have questions concerning the final resolution of your complaint you may contact our Consumer Service Department at (212-788-5700) or the New York State Public Service Commission, Cable Division, which is empowered to hold administrative hearings. The company will send a response to your directly. At that time, DOITT will consider the matter closed. If you are not satisfied with the company’s response, please contact us again within ten days or receipt and we will reopen the matter.

Vincent Grippo
Director, Consumer Service Dept

johnleo

I just filed a DOITT complaint against them. I hope I have as good a response (btw, how long was it between submitting complaint and receiving email?)

I'd write the whole story, but that would require a bottle of wine to make sure my blood pressure doesn't skyrocket just from thinking about it again.

Short story is that they had a clerical error and couldn't set up my install. Took COUNTLESS hours and calls to get them to agree to set up an install, but they are trying to do it a week from now. Not good enough.

8thandprez

It took about 1 week for them to get back to me. Not the speediest of responses, but surprising considering the two bureaucracies the complaint has to pass through.

gigi

Subject: Request a pulse!

I called and they said they would give me a "pulse" and it was restored within minutes. Next time I will call and request a pulse.

There was a way to bypass the menu if I could only remember what I did!