Time Warner Internet Connectivity Issue

benyankee · March 2010

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.

veets · March 2010

Yes... I have been having the same problem since Saturday.
What a drag!

soundfreak · March 2010

I'm also having this problem.
Thought it was just me. I'll give them a call.

opossumqueen · March 2010

I haven't been online much until today but it has been horrible.

daveon8th · March 2010

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.

veets · March 2010

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!

mw11215 · March 2010

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).

daveon8th · March 2010

I encourage anyone with a twitter account to get in touch with @TWCableHelp. They are responsive and might bring some help.

benyankee · March 2010

Daveon8th wrote: 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.

brokechick · March 2010

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.

twcablehelp · March 2010

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 [email protected]. 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
[email protected]

carmen · March 2010

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.

MOD · March 2010

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!

othereddie · March 2010

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.

joehill · March 2010

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

booklaw · March 2010

.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.

ljnd · March 2010

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.

benyankee · March 2010

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.

itinnyc · March 2010

I've got FIOS here in PS and nothing wrong so far.

swngnmonk · March 2010

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?

MOD · April 2010

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.

swngnmonk · April 2010

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.

mpmav1 · April 2010

I'm having tons of problems as well. Emailed and tweeted. We will see if that actually does anything.

carmen · April 2010

3.27 upstream, .47 down. similar all afternoon.

daveon8th · April 2010

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 GMT4.89 Mb/s0.49 Mb/s
3/30/2010 3:50 PM GMT3.11 Mb/s0.46 Mb/s
3/30/2010 6:24 AM GMT2.99 Mb/s0.49 Mb/s
3/19/2010 5:03 AM GMT19.92 Mb/s0.48 Mb/s
3/18/2010 3:47 AM GMT6.41 Mb/s0.46 Mb/s
3/18/2010 3:38 AM GMT8.21 Mb/s0.49 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?

swngnmonk · April 2010

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.

slopehead · April 2010

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.

twcablehelp · April 2010

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
[email protected]

daveon8th · April 2010

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.

zorkonian · April 2010

Dave - what did they do to help?

jeffrey · April 2010

Daveon8th wrote: 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.

Time Warner Internet Connectivity Issue

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