Time Warner Internet Connectivity Issue
Comments
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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? -
^you should expect reimbursements for service interruptions, although you have to call and insist (read: demand) on them
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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 -
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. -
SammyG wrote:
It's extremely frustrating that TWC doesn't even coordinate with its' support staff to admit that there's a problem.
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.
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 -
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. -
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 -
Agreed -- my pings/traceroutes show that it's better, but totally fixed yet.
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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? -
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.
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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. -
^that's bullslhit. Tell them you know how you can save 100%.........when you cancel. As for a supervisor.
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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? -
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/ -
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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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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