Time Warner Internet Connectivity Issue

Flexichick wrote: 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***

Mamacita wrote: 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.

BenYankee wrote: They came across this thread because I told Brien about it.

Ah, thanks. Mystery solved.

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 :twisted: :twisted: :twisted:

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!!!

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.

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.

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.

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.

I have a mac and a PC, both used daily by my partner and I.

I have a tech apt on Tuesday.

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

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.

SlopeDuder wrote: [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.
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.

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.