I've been going around and around with road runner since July of this year. My speeds have dropped consistantly since then. They are now around 1/10th of what they were when the thing was installed last year. Road Runner tried to tell me it was because there were more users on the node. In May of this year I was told that there were 26 people on my particular node. Last week I was told that there were 26 people still on my node. The guy told me this not knowing that I had already been told how many people were on the node. When it was installed it was nice and fast. Speeds in Feburary this year were averaging 6000kb/sec (from road runners test page - the only "user" based test that road runner will even accept). At the end of July it dropped suddenly to average 4000kb/sec. I called them, they sent a tech out, he told me he didn't see any problems with the signal level even tho the tech people on the phone were telling him that the signal level was not correct(them just testing the signal level is a whole story in its self), and left. While he was still there the speed suddenly changed again and dropped to average 2000kb/sec. He saw the speed before he ripped the box off the wall outside because he didn't have the tool to open it. I showed him the speed after his little "box being ripped off the wall" episode and he said "HUh!, thats strange, your were doing better than that before." well,,,duhhh! Last week the speed dropped again to average 1000kb/sec. I called and was told that it was the number of people on the node and was told that there were 26 people on the node when I asked. Now this node thing doesn't make sense to me because if there were 26 people on the node when it was installed and there are still 26 people on the node now and the speed in feburary was 7000kb/sec average and the speed now (until yesterday) is 1000kb/sec average, then to my way of thinking the number of people on the node is not the problem. Last night I looked at it again and it barely made 700kb/sec.This morning (3 AM) I looked at it again and it was down to 400 kb/sec. Road Runner told me that there were no caps in place, but then again they also told me that they couldn't find a problem and every thing was working as it was supposed to. So far they've had 12 techs, three "field engineers" (thats what they called them - but I doubt it). Some of the standard answers I get are "well, we can ping your modem". Big Deal ! - I can ping someones 28.8 analog modem and get a low latency return but it doesn't tell me what speed he's actually running. They then try to tell me its my computer.One of their techs comes out to the house to look, he sees the speed. he says "yep, its your computer". Now keep in mid that this guy just a month ago was probably flipping burgers at McDonalds or something.So I go the computer route. I bring in a brand new computer - right out of the box - set it up- hook up the modem, and guess what...yep the speed is still around 700kb/sec. He says "Oh , you haven't put in the speed patches yet have you?" I said "well no I haven't, what speed patches?" (i'm playing dumb - I love to hear their creative excuses). He says "Ok i'll get them for you" and promptly seats him self in front of the computer and goes to - yep you guessed it again - Speedguide. He downloads the patches (takes a longer time than i'm used to at higher speeds) and installs them. Ok we reboot and VOILA! - speed hasn't changed. The tech is scratching his head and going "well,,,uhhh..hmmmm". then he says "Well every thing looks fine, your up and running again". I say "WHOA! there young jedi, I still have the same problem". He says "Its just the number of people on the node". I say " Oh yeah? Come with me". We walk across the street to my neighbors - hes on the same node I am. I ask Ron (my neighbor - i've already prepared him for this in advance) "can we take a look at your speed on road runner?" he says "sure come on in" and grins at me. We and the tech proceed to Rons computer room. The tech ,again, promptly seats himself at the computer and says "I don't know what this is going to prove, hes on the same node and is going to be getting roughly the same speed you got." I say "well, lets see". The tech surfs to the road runner test page and sees - 6247kb/sec. Then of all things the tech says "Oh you need to put the speed patches in". It is at this point that I say "Look lets try this". Ron and I disconnect his computer and take it to my house with his cable modem, set it up beside mine, boot it up, modem syncs up, solid lights all the way across. Look at the speed - 347kb/sec. Switch the cable line over to my modem - syncs up - take a look - speed still right around 347kb/sec. I say "Whats wrong with this picture?" The tech says "Well i've done all that I can do and from what I can tell everything is working fine." and leaves.
So far since July - I have been told everything from its a bad cable to its working fine to there is no problem. I have had tehs tell me that I was crazy. I have been spoken to by the tech support as tho I was something unplesant that they would scrape off their shoe on a hot day. I have been ignored. I have spoken to management, "field engineers", supervisors, field techs, until I feel I can claim them on my income tax as dependants. I have found the tech support to be rude - incompetent - and down right stupid.
You guys tell me - Whats wrong with this picture?
You guys tell me - whats wrong with this picture?
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Kip Patterson
One thing that is wrong is the discussion about the number of people on your node. Fiber nodes have nothing to do with cable modem performance. Their only function is to make the transition from a fiber optic signal to an electrical signal on coax and vice versa. They have no digital components.
At the headend, one or more nodes are combined into a serving group. My serving group has at least 1000 ip addresses allocated. The number of people in a serving group can matter, if there are so many that the capacity of the upstream and downstream channels assigned to it is exceeded.
One way to learn about where your bottleneck is is to ping the server that you are downloading from. What is the maximum ping? at what hop does the increase in ping occur?
Based on what you posted, assuming that your neighbor is in the same serving group as you (run WINIPCFG and compare your IP addresses) then the problem is in your machine or its configuration.
At the headend, one or more nodes are combined into a serving group. My serving group has at least 1000 ip addresses allocated. The number of people in a serving group can matter, if there are so many that the capacity of the upstream and downstream channels assigned to it is exceeded.
One way to learn about where your bottleneck is is to ping the server that you are downloading from. What is the maximum ping? at what hop does the increase in ping occur?
Based on what you posted, assuming that your neighbor is in the same serving group as you (run WINIPCFG and compare your IP addresses) then the problem is in your machine or its configuration.
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Mystic
Originally posted by Kip Patterson:
One thing that is wrong is the discussion about the number of people on your node. Fiber nodes have nothing to do with cable modem performance. Their only function is to make the transition from a fiber optic signal to an electrical signal on coax and vice versa. They have no digital components.
At the headend, one or more nodes are combined into a serving group. My serving group has at least 1000 ip addresses allocated. The number of people in a serving group can matter, if there are so many that the capacity of the upstream and downstream channels assigned to it is exceeded.
One way to learn about where your bottleneck is is to ping the server that you are downloading from. What is the maximum ping? at what hop does the increase in ping occur?
Based on what you posted, assuming that your neighbor is in the same serving group as you (run WINIPCFG and compare your IP addresses) then the problem is in your machine or its configuration.
Kip:
Don't think there is a computer problem here.
I used my computer (fresh windows 2000 install) - A new computer out of the box - and even bought my neighbors computer over and hooked it up to my line. My neighbor gets 6247kb/sec at his house across the street - hook his computer up to my line and it gets 347kb/sec.Hmmm,,,computer problem, dont think so. I take my computer over to my neighbors house with my cable modem, hook it up to his line and the speed is once again back to accepatble - around 6000kb/sec - hooked to his line. Now you tell me - 6000kb/sec - 347kb/sec = 5653kb/sec loss between his line and mine? My computer works fine on his line, his computer works fine on his line. So I ask - if both computers work fine on my neighbors line, does this sound like a computer problem to you ? The point is that the computers are fine as far as their relationship to RoadRunner is concerned. Its a problem with the connection - plain and simple. Road Runner just has their head up their a** on this one because its not fitting into their perfect little "canned speech" world - as a result they really don't know what to do. Judging from the decreasing speed I would predict roughly 2 weeks before the speed is less that a 14.4 modem, then what are they going to say _ "everything looks fine"?
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Roody
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MtCableman
Sounds like you have a system problem. With what you have descibed, the techs haven't done very much! I have seen a problem like this before and it was a "standing wave" in the reverse band. I am not saying that you have the same problem though. Distortions in either of the paths (forward or reverse) will cause packet loss. If that happens, the Error Correction will cause retransmissions and that will look like low speed. At this point, you could have:
1. Physical bad connections.
2. Distortions in the forward or reverse path.
3. Loose connection on the "mainline".
Most problems I have seen are at the home, between the modem and the pole. Loose connectors, corrosion, splitters, etc.... But I would rule out the distortion problem. Do you have Cable TV? How do the pictures look, especially the lower channels.
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Closed course and Professional user.
Don't try this at Home!
1. Physical bad connections.
2. Distortions in the forward or reverse path.
3. Loose connection on the "mainline".
Most problems I have seen are at the home, between the modem and the pole. Loose connectors, corrosion, splitters, etc.... But I would rule out the distortion problem. Do you have Cable TV? How do the pictures look, especially the lower channels.
------------------
Closed course and Professional user.
Don't try this at Home!
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Roody
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IndyOST
Sounds like a bad modem...you say that when you take your computer over to your neighbor's house, you get the high speeds that you started with, but when you bring your friends computer over to your house, the speeds drop dramatically. My suggestion would be if they have an office to take your modem to, bypass the whole calling in procedure, take your modem in, and have them give you a new one. Otherwise, if not, when you call in, tell them that you want a new modem and don't let them give you any grief.
One last thing to try..take your modem over to your neighbors house...since your in the same node, it'll lock in-then check the speeds...that'll verify whether the modem is bad for sure...
[This message has been edited by IndyOST (edited 12-12-2000).]
One last thing to try..take your modem over to your neighbors house...since your in the same node, it'll lock in-then check the speeds...that'll verify whether the modem is bad for sure...
[This message has been edited by IndyOST (edited 12-12-2000).]
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Mystic
I did take my modem over to my neighbors house, worked fine over there.Originally posted by IndyOST:
Sounds like a bad modem...you say that when you take your computer over to your neighbor's house, you get the high speeds that you started with, but when you bring your friends computer over to your house, the speeds drop dramatically. My suggestion would be if they have an office to take your modem to, bypass the whole calling in procedure, take your modem in, and have them give you a new one. Otherwise, if not, when you call in, tell them that you want a new modem and don't let them give you any grief.
One last thing to try..take your modem over to your neighbors house...since your in the same node, it'll lock in-then check the speeds...that'll verify whether the modem is bad for sure...
[This message has been edited by IndyOST (edited 12-12-2000).]
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Kip Patterson
Roody: email me and I will send you the program. It is supported in columbus, actually written here by a subscriber.
Mystic: Thanks for the additional data, and I agree that it is unlikely to be your computer. I'm impressed by the maximum speeds you once got. While RR has not clamped down every where, most of the system is capped at some like 2 Mbits download.
Mystic: Thanks for the additional data, and I agree that it is unlikely to be your computer. I'm impressed by the maximum speeds you once got. While RR has not clamped down every where, most of the system is capped at some like 2 Mbits download.
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Mystic
Nope don't have cable TV , have satellite - heheheheh. At this rate I will not have cable TV either.Originally posted by MtCableman:
Sounds like you have a system problem. With what you have descibed, the techs haven't done very much! I have seen a problem like this before and it was a "standing wave" in the reverse band. I am not saying that you have the same problem though. Distortions in either of the paths (forward or reverse) will cause packet loss. If that happens, the Error Correction will cause retransmissions and that will look like low speed. At this point, you could have:
1. Physical bad connections.
2. Distortions in the forward or reverse path.
3. Loose connection on the "mainline".
Most problems I have seen are at the home, between the modem and the pole. Loose connectors, corrosion, splitters, etc.... But I would rule out the distortion problem. Do you have Cable TV? How do the pictures look, especially the lower channels.
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Roody
Hey Kip....having troubles accessing hotmail here right now and my work email's server is down so can you send me the program to my home email which links into RR. Its Im2Roody@Iname.com thanks
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blebs99
When I first had my account set up and the "tech" was here, he was pretty thorough in checking the line and connection points. (This guy was subcontracted by TWC) Well, when he frist hooked up the modem, it would not "sync". So he got his ladder off the truck and went down to the pole at the street and low and behold, "Water in the tap". I had crappy speeds until the official TWC tech got out here and replaced the "Tap".
My question is, Why do the line guys give us such a hard time just to check the connecting points? To this day it is the same way!
My drop line from the house to the pole, is something between 12 and ? years old. You can't tell me that weather, sunlight,etc, do not deteriorate the cable line, Especially the older type that isn't very thick! Which mine is thin by todays standards. TWC won't replace the line unless something catastrophic happens to it. (I sure wish the winter storm we had here last night, with its 50 and 60m.p.h. winds, would have taken the sucker down, no such luck)
I just don't understand why they won't check "everything" when it comes to it. Heck, I'm ready to get my ladder out and get the line and put a new drop up myself. Anyone care to tell me which coax to buy? I mean really, this is ridiculous!
My question is, Why do the line guys give us such a hard time just to check the connecting points? To this day it is the same way!
My drop line from the house to the pole, is something between 12 and ? years old. You can't tell me that weather, sunlight,etc, do not deteriorate the cable line, Especially the older type that isn't very thick! Which mine is thin by todays standards. TWC won't replace the line unless something catastrophic happens to it. (I sure wish the winter storm we had here last night, with its 50 and 60m.p.h. winds, would have taken the sucker down, no such luck)
I just don't understand why they won't check "everything" when it comes to it. Heck, I'm ready to get my ladder out and get the line and put a new drop up myself. Anyone care to tell me which coax to buy? I mean really, this is ridiculous!
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RobertZ
please remember more than wires can slow you down, look for potential sources of RF interference. Some of theese can be Halogenlightbulbs, time of day, nearby trafic or construction, a radio with problems you may be unaware of. loose conections cold wires with "broken" or fettered copper. There is also a few diferent types of "last mile" cable wires.
only a tech on site may be able to identify wich ones are in use. Info, info info is the key to your issues,. Did the tech replace your wiring? did he reatach the conectors? can you do this? (i did) Are your cables covered in old drywall or paint? theese clues may lead you to the solution.
only a tech on site may be able to identify wich ones are in use. Info, info info is the key to your issues,. Did the tech replace your wiring? did he reatach the conectors? can you do this? (i did) Are your cables covered in old drywall or paint? theese clues may lead you to the solution.
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RobertZ
Blebbs, Money and education are the 2 biggest factors. Time is money and you are able to conect. They are not there to make you happy they are there to make money. You could really hurt or kill your self messing with wires like that. BUT you may know friends who may just happen to go by new housing sites or new apt sites that are laying cable and find all kinds of extra cable that he might walk by your house and accidently install the wiring.
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Storm90
Mystic, Insist they change your line! They now run cat7 for roadrunner connections and cat6 for cable tv. Just had mine done. Sounds like that is your proublem. I got a new modem to. Fixed my problems. When the tec came out. I insisted he change the lines.The reason he came out in the frist place was for my modem it was bad. But I told him if he was going to install a new modem then he needed to install new lines or it would not help at all. My cable tv line was like 20years old and did need replace, My roadrunner line was the frist orginal they used. Wich was not compatibal with their new system . They just put in. I believe this will help your proublem out.Just tell them you want the sevice you pay for . Thats all I did.
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Overlord66
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blebs99
RobertZ:
I know I won't install the wire myself but, It does upset me that they won't replace the darn thing but, up til now, they'd come out and put in a new NIC or splitter or connector or whatever to keep old blackie going. To me this is a waste of their time and mine, not to mention, not very cost effective either. Why go somewhere 3 or 4 times, when you can replace the whole thing once? I'm never going to understand today's business logic.
I know I won't install the wire myself but, It does upset me that they won't replace the darn thing but, up til now, they'd come out and put in a new NIC or splitter or connector or whatever to keep old blackie going. To me this is a waste of their time and mine, not to mention, not very cost effective either. Why go somewhere 3 or 4 times, when you can replace the whole thing once? I'm never going to understand today's business logic.
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Mystic
Ok Guys, I was a little wrong with my 2 week estimate. Last night it dropped to average 98.3 kb/sec. Called tech support, I got "I can ping your modem and everything looks fine, lets look at something else...OK i'm looking at your modem and it looks fine".
What the He** is this? Am I nuts or what. An hour later when I calmed down a little I tried again. "OK lets take a look...hmm,,,looks like theres a signal level problem, we'll get a tech out to look at it for you".
Ok tech arrives first thing this morning at 8 AM promptly (first time one of them has shown up on time). I show him the problem, he looks at the signal level and says "Signal level looks fine". I ask what it is and he says "the level is fine". Hmmm...I ask him if he can get on the phone with the tech support people and talk with them. He argues with them over the phone about the signal level. I snatch the phone from him, he protests, I tell him to shut up (and want to tell him that i'll rip his head off - but I didn't).I am really pi**ed by this time. I ask the tech people what the signal level is, they tell me its too low on one end and too high on the other end. I repeat this for the benefit of the field tech, who at this time is afraid to move. I hang up and tell the tech "you heard them, fix it now!" He goes out side and about 20 minutes later he knocks on the door again. He says he thinks there is a bad piece of buried cable and that it will need to be replaced. I say "Fine then, replace it". They are supposed to have the cable replaced later this afternoon.
What the He** is this? Am I nuts or what. An hour later when I calmed down a little I tried again. "OK lets take a look...hmm,,,looks like theres a signal level problem, we'll get a tech out to look at it for you".
Ok tech arrives first thing this morning at 8 AM promptly (first time one of them has shown up on time). I show him the problem, he looks at the signal level and says "Signal level looks fine". I ask what it is and he says "the level is fine". Hmmm...I ask him if he can get on the phone with the tech support people and talk with them. He argues with them over the phone about the signal level. I snatch the phone from him, he protests, I tell him to shut up (and want to tell him that i'll rip his head off - but I didn't).I am really pi**ed by this time. I ask the tech people what the signal level is, they tell me its too low on one end and too high on the other end. I repeat this for the benefit of the field tech, who at this time is afraid to move. I hang up and tell the tech "you heard them, fix it now!" He goes out side and about 20 minutes later he knocks on the door again. He says he thinks there is a bad piece of buried cable and that it will need to be replaced. I say "Fine then, replace it". They are supposed to have the cable replaced later this afternoon.
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blebs99
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Mystic
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Storm90
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SledgeHammer
Mystic,have you pinged the RoadRunner site? My time averages 10-12ms here in the Houston area. (BTW, we ARE capped @ 2000 down/385 up). Each time I have service problems I have to tell them where the source is and ride them till they get sick of hearing from me. Use ping -t www.rr.com (or whatever your site is) from a DOS window. After about 20 hits, press <cntrl-c> to stop the ping and record your test results. Just sounds like abunch of packet loss...
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Murman
Mystic:
Next time your on the phone with tech support ask them what the TX & RX levels of the modem are and jot them down and what type of modem do you have?
Does the under ground drop from the pedestal run right to your modem or are there splitters or barrels along the run?. When they fixed the under ground cable did they "patch it" or totaly replace it?. How old is your internal wireing in the house? Has any changes happened sine you where installed, IE: added tv's, reloacted the modem from one room to another, added splitters? etc. Has the modem ever been swapped out?. Has the field tech given you the level signals when the where at the houes?. Next time there their, have them take levels at the tap / pedestal and then at the outlet at the modem, that will tell alot. Have them use there laptop(they should have one) see what speeds they get, have them plug a modem in at the tap and do test speeds. Also where are you located, New England, LA, Florida etc ...
Since you have swapped your PC amd modem around with your neighbor this is purely a line / signal problem and my guess is it's internal wireing, which you'll have to have replaced usally at your cost and not done by the cable company. Are you in a Time Warner system or a Mediaone / AT&T Broadband system?
[This message has been edited by Murman (edited 12-13-2000).]
[This message has been edited by Murman (edited 12-13-2000).]
Next time your on the phone with tech support ask them what the TX & RX levels of the modem are and jot them down and what type of modem do you have?
Does the under ground drop from the pedestal run right to your modem or are there splitters or barrels along the run?. When they fixed the under ground cable did they "patch it" or totaly replace it?. How old is your internal wireing in the house? Has any changes happened sine you where installed, IE: added tv's, reloacted the modem from one room to another, added splitters? etc. Has the modem ever been swapped out?. Has the field tech given you the level signals when the where at the houes?. Next time there their, have them take levels at the tap / pedestal and then at the outlet at the modem, that will tell alot. Have them use there laptop(they should have one) see what speeds they get, have them plug a modem in at the tap and do test speeds. Also where are you located, New England, LA, Florida etc ...
Since you have swapped your PC amd modem around with your neighbor this is purely a line / signal problem and my guess is it's internal wireing, which you'll have to have replaced usally at your cost and not done by the cable company. Are you in a Time Warner system or a Mediaone / AT&T Broadband system?
[This message has been edited by Murman (edited 12-13-2000).]
[This message has been edited by Murman (edited 12-13-2000).]
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blebs99
I haven't read the last few posts, too much to read 
If this has already been said I apologize:
Get the Cable run from your Tap to your Modem replaced, and get a Direct Drop of brand new RG6 cable from the Tap DIRECTLY to your modem, they may have to drill you a new hole in your wall for it, that's fine, let them.
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Striking Fear in the Heart of Newbies Because I am BRENT JUSTICE: Man of Action Defender of Good and Destroyer of Evil
My site www.coremeltdown.com
If this has already been said I apologize:
Get the Cable run from your Tap to your Modem replaced, and get a Direct Drop of brand new RG6 cable from the Tap DIRECTLY to your modem, they may have to drill you a new hole in your wall for it, that's fine, let them.
------------------
Striking Fear in the Heart of Newbies Because I am BRENT JUSTICE: Man of Action Defender of Good and Destroyer of Evil
My site www.coremeltdown.com
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Cable
Wow. Many responses and not many offered a suitable solution. Demanding for specifics to be replaced will get you nowhere, especially when demanding for something that you really have no knowledge as to why you are demanding for it to be replaced. Use RG7 instead of RG6 or RG59? Why? Just to replace it? Come on. Rework the entire house, replace all the wiring? Why? Just to replace it? Demanding for a new modem? Why? Just to replace that as well? If something needs to be replaced, then let it be replaced after it has been verified that it is defective.
I work for a cable company installing and troubleshooting cable modems. Taking your frustration out on the service technician sure as heck doesn't do you much good. Do you really think the technician cares to listen to you wine and moan at him as if it's his fault? I've always beleived that logic and reasoning is the best way to go. Instead of demanding, instead of yelling, why don't you take a step back and say, "Hey, let's try to figure this out once and for all. How can we easily determine where the problem lies." The answer to me is quite clear. Run a temp drop from the pedestal to the computer room. This bypasses the ground block, the internal house wiring, the splitters, etc;. If you still have slow speeds, hey, then there really was no real need to replace that drop, that ground block, the splitters, the entire house. The problem lies outside.
When talking to tech support via a phone, understand that they are nowhere near 100% accurate as to the assesment of the problem. A good percentage of them will blame your PC as the problem. As far as signal goes, there are many types of signals that the tech guy could have been talking about. The service technician at your house does not have the equipment nor the knowledge to test "every" signal related to the modem. That's what feild engineers/maintenance techs are for. More than likely, the service technician will only be able to check "video/audio" signal levels as the equipment provided is mainly for television reception. So next time, be a bit more considerate amongst these service technicians, they are not equipped nor trained to fix the world. You wouldn't expect the police dispatcher to solve a homocide, that's what a detective is for. Different people for different levels of the job.
I can go on and on, maybe 20 pages worth as to what the problem can be, but we've gotta start small. Start with the first step and eliminate potential problems. Process of elimination. Run that temp drop from the pedestal, into your home, through the garage, around the kitchen, over the $1000 rug, near the barbie dolls, next to the hotwheels, through the kitty litter, around the hallway, and into your computer room, Catch my drift?
Another thing, is your modem ethernet based? Haved you swapped out the ethernet cable? I've seen some crazy things out there. Anyways, keep us posted with as much information as possible, I'd like to find out what the actual problem is.
And to those who demand for stuff to be replaced without reason, that's just as idiotic as the tech guy telling you it's your computer, neither of you know jack from sh*t.
I work for a cable company installing and troubleshooting cable modems. Taking your frustration out on the service technician sure as heck doesn't do you much good. Do you really think the technician cares to listen to you wine and moan at him as if it's his fault? I've always beleived that logic and reasoning is the best way to go. Instead of demanding, instead of yelling, why don't you take a step back and say, "Hey, let's try to figure this out once and for all. How can we easily determine where the problem lies." The answer to me is quite clear. Run a temp drop from the pedestal to the computer room. This bypasses the ground block, the internal house wiring, the splitters, etc;. If you still have slow speeds, hey, then there really was no real need to replace that drop, that ground block, the splitters, the entire house. The problem lies outside.
When talking to tech support via a phone, understand that they are nowhere near 100% accurate as to the assesment of the problem. A good percentage of them will blame your PC as the problem. As far as signal goes, there are many types of signals that the tech guy could have been talking about. The service technician at your house does not have the equipment nor the knowledge to test "every" signal related to the modem. That's what feild engineers/maintenance techs are for. More than likely, the service technician will only be able to check "video/audio" signal levels as the equipment provided is mainly for television reception. So next time, be a bit more considerate amongst these service technicians, they are not equipped nor trained to fix the world. You wouldn't expect the police dispatcher to solve a homocide, that's what a detective is for. Different people for different levels of the job.
I can go on and on, maybe 20 pages worth as to what the problem can be, but we've gotta start small. Start with the first step and eliminate potential problems. Process of elimination. Run that temp drop from the pedestal, into your home, through the garage, around the kitchen, over the $1000 rug, near the barbie dolls, next to the hotwheels, through the kitty litter, around the hallway, and into your computer room, Catch my drift?
Another thing, is your modem ethernet based? Haved you swapped out the ethernet cable? I've seen some crazy things out there. Anyways, keep us posted with as much information as possible, I'd like to find out what the actual problem is.
And to those who demand for stuff to be replaced without reason, that's just as idiotic as the tech guy telling you it's your computer, neither of you know jack from sh*t.
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Mystic
Folks:
Thanks for all the responses. Everything from the ethernet card to the pedestal has been replaced. The internal wiring from the box on the wall outside has been substituted for a known good cable with no resolution of the problem.
It wasn't the computer - NIC - cable modem to begin with, this much I already know. I know this because I can take my whole setup (computer w/NIC and cable modem) to a neighbors house and there is no problem with my stuff on his line. So after all this is done, this leaves from the box on the wall outside to the rest of the cable plant.
Cable:
I understand your point of view.but....
As far as me being inconsiderate to these people, its not being inconsiderate. I'll just be honest, its down right anger. I began reporting this problem at the end of July this year. I spent countless hours waiting for techs to show up and they never did. It costs me money to take time off from work to be at home for an 8AM to 5PM appointment, and then no one ever shows up. I have found these people to be dishonest, incompetant, and generally lazy. Now this doesn't apply to all of them I don't think. I think I've just not been lucky enough to encounter any of the good ones so far. So far they have decieved me, lied to me, told me I was crazy, ignored me, and been down right inconsiderate. They have come to my home and ignored the facts staring them right in the face. They have tried as hard as possible to ignore the problem. They have not lived up to their end of the deal and offered the services they promised. All this while I have continued to pay the bill every month, have jumped thru hoops trying to work with them to get this resolved, been greatly inconvienanced, have spent many hours re-installing windows 2000 (clean installs each time). I think it is I who they have been inconsiderate towards. I'm sure, cable, that you are a hard working - honest - dedicated person, but your not the type of person i've been encountering. So I was angry, yes I was, and I allowed my temper to show. I was frustrated, yes I was, and I allowed it to show. I was short with the tech yesterday, yes I was. AND, I will continue to be so. I want them to know just how angry and displeased with them I am. As far as I am concerned, they have stolen from me, they have taken my money with (from their response to the problem so far) no intention of living up to their end of the deal, they have stolen from me plain and simple.
Thanks folks for your responses, any help is greatly appreciated.
Speed was down to around 20k/b sec this morning at 4 AM. For all practical purposes this connection is dead. I'm at work posting this. Modem lights are all on. Modem is working, computer is working, wiring inside the house is fine, new buried drop from box to pedestal, no splitters in the line, line runs straight from box outside to the modem.
Any suggestions?
[This message has been edited by Mystic (edited 12-14-2000).]
Thanks for all the responses. Everything from the ethernet card to the pedestal has been replaced. The internal wiring from the box on the wall outside has been substituted for a known good cable with no resolution of the problem.
It wasn't the computer - NIC - cable modem to begin with, this much I already know. I know this because I can take my whole setup (computer w/NIC and cable modem) to a neighbors house and there is no problem with my stuff on his line. So after all this is done, this leaves from the box on the wall outside to the rest of the cable plant.
Cable:
I understand your point of view.but....
As far as me being inconsiderate to these people, its not being inconsiderate. I'll just be honest, its down right anger. I began reporting this problem at the end of July this year. I spent countless hours waiting for techs to show up and they never did. It costs me money to take time off from work to be at home for an 8AM to 5PM appointment, and then no one ever shows up. I have found these people to be dishonest, incompetant, and generally lazy. Now this doesn't apply to all of them I don't think. I think I've just not been lucky enough to encounter any of the good ones so far. So far they have decieved me, lied to me, told me I was crazy, ignored me, and been down right inconsiderate. They have come to my home and ignored the facts staring them right in the face. They have tried as hard as possible to ignore the problem. They have not lived up to their end of the deal and offered the services they promised. All this while I have continued to pay the bill every month, have jumped thru hoops trying to work with them to get this resolved, been greatly inconvienanced, have spent many hours re-installing windows 2000 (clean installs each time). I think it is I who they have been inconsiderate towards. I'm sure, cable, that you are a hard working - honest - dedicated person, but your not the type of person i've been encountering. So I was angry, yes I was, and I allowed my temper to show. I was frustrated, yes I was, and I allowed it to show. I was short with the tech yesterday, yes I was. AND, I will continue to be so. I want them to know just how angry and displeased with them I am. As far as I am concerned, they have stolen from me, they have taken my money with (from their response to the problem so far) no intention of living up to their end of the deal, they have stolen from me plain and simple.
Thanks folks for your responses, any help is greatly appreciated.
Speed was down to around 20k/b sec this morning at 4 AM. For all practical purposes this connection is dead. I'm at work posting this. Modem lights are all on. Modem is working, computer is working, wiring inside the house is fine, new buried drop from box to pedestal, no splitters in the line, line runs straight from box outside to the modem.
Any suggestions?
[This message has been edited by Mystic (edited 12-14-2000).]
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Mossad
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Storm90
If you really don't accept it take a legal action againist them due to you are not getting what you payed for. OR try the better businees burea. If possible. I f you don't want to do any of these things drop the service. Seems they are not willing to work with you to help you out. I would at least try something to make them. thats my opinoin!. It up to you now!
[This message has been edited by Storm90 (edited 12-15-2000).]
[This message has been edited by Storm90 (edited 12-15-2000).]
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JL Sparks
I'm with Storm.. if you're that unsatisfied with the service, cut your losses and drop the "service." You'll know that you did all you could to resolve the problem.
On a separate note: have you tried to take your concerns, frustrations etc. to supervisors or managers at your service provider? Getting mad at phone and service techs may not resolve the problem, but expressing your deep displeasure to management might help get things moving.
On a separate note: have you tried to take your concerns, frustrations etc. to supervisors or managers at your service provider? Getting mad at phone and service techs may not resolve the problem, but expressing your deep displeasure to management might help get things moving.
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blebs99
I can certainly understand your frustration! If you can't get anywhere with where you've been, try the upper management or if possible, voice your complaint to who is in charge of franchise, if your area is franchised, or last but not least, Public Utilities Commission. Outside of that I think you'll have to drop the service or take them to court and I'm sure the first is the cheaper way to go.
I'm looking a some frustrations myself and have just sent a letter to TWC management in hopes to resolve my issue. I've made many calls and feel that I have been ridiculed by support staff. What more can you do?
I'm looking a some frustrations myself and have just sent a letter to TWC management in hopes to resolve my issue. I've made many calls and feel that I have been ridiculed by support staff. What more can you do?
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Cable
Mystic
Sorry for not being clear - I wasn't implying that "you" were the rude one. My reply was to all the general answers you were given as to how to resolve your problem. As you have said, everything has been replaced. Now I ask you, was anything solved? You've already answered that question. Let this be a lesson to all that think they "know" what they are talking about when they demand for stuff to be replaced without proper knowledge as to why it should be replaced. Not only does it waste time, it wastes money. Items should be replaced "only" when it has been deemed defective.
My only advice now is to understand that when a "regular" servic technician is dispatched to your home for future trouble calls, understand that there is a great possibility he won't be able to fix your problem. Don't take your anger out on him, unless he deserves it
If I were you, I'd try to get in touch with the Lead supervisor in charge of the DOCSIS department. Kindly explain your situation to him/her. Maybe then, they can dispatch the correct person to your home/street/node to further evaluate the situation. But by calling tech support and bitching, they'll simply schedule you in for a regular trouble call, send a regular guy, and your back to square one.
Sorry for not being clear - I wasn't implying that "you" were the rude one. My reply was to all the general answers you were given as to how to resolve your problem. As you have said, everything has been replaced. Now I ask you, was anything solved? You've already answered that question. Let this be a lesson to all that think they "know" what they are talking about when they demand for stuff to be replaced without proper knowledge as to why it should be replaced. Not only does it waste time, it wastes money. Items should be replaced "only" when it has been deemed defective.
My only advice now is to understand that when a "regular" servic technician is dispatched to your home for future trouble calls, understand that there is a great possibility he won't be able to fix your problem. Don't take your anger out on him, unless he deserves it
If I were you, I'd try to get in touch with the Lead supervisor in charge of the DOCSIS department. Kindly explain your situation to him/her. Maybe then, they can dispatch the correct person to your home/street/node to further evaluate the situation. But by calling tech support and bitching, they'll simply schedule you in for a regular trouble call, send a regular guy, and your back to square one.-
nightowl
Mystic,
I am a manager of cable modem service. I would print off this entire posting and mail it in with a letter addressed to the customer care manager of your cable company. Better yet, hand deliver it to the nearest payment office and ask the office supervisor to hand deliver it to the customer care manager.
I'm considering printing this off for our technical team as an example of what customers can go through if our guys don't go the extra mile to deliver "WOW" service.
A couple of suggestions that I haven't seen mentioned (there are probably a hundred others): 1) Have you tried plugging the modem into a different electrical outlet in your house? 2) Have any of the service techs measured your cable drop for hum modulation (electrical interference)?
I seriously hope your problem gets resolved. Keep us posted with the solution if it gets fixed. There's no reason why you should continue to receive unsatisfactory service. If you were my customer, I would offer to credit as many months as you have experienced this problem. There has to be a trouble-call history on your account to justify that (hint). Good luck!
-Bigdrums
I am a manager of cable modem service. I would print off this entire posting and mail it in with a letter addressed to the customer care manager of your cable company. Better yet, hand deliver it to the nearest payment office and ask the office supervisor to hand deliver it to the customer care manager.
I'm considering printing this off for our technical team as an example of what customers can go through if our guys don't go the extra mile to deliver "WOW" service.
A couple of suggestions that I haven't seen mentioned (there are probably a hundred others): 1) Have you tried plugging the modem into a different electrical outlet in your house? 2) Have any of the service techs measured your cable drop for hum modulation (electrical interference)?
I seriously hope your problem gets resolved. Keep us posted with the solution if it gets fixed. There's no reason why you should continue to receive unsatisfactory service. If you were my customer, I would offer to credit as many months as you have experienced this problem. There has to be a trouble-call history on your account to justify that (hint). Good luck!
-Bigdrums
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Mystic
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Murman
Mystic:
Well if everything has been replaced than one would assume it's out on the street causing the problem. Do you know if your neighbor connects to the same pedastal/tap as you and is he across the street or next door?. I'm thinking your on a diffrent leg but I maybe wrong but if not then your side of the street need's balancing of signal .. usally that would be the next step
Has a Manager called you back yet?
Well if everything has been replaced than one would assume it's out on the street causing the problem. Do you know if your neighbor connects to the same pedastal/tap as you and is he across the street or next door?. I'm thinking your on a diffrent leg but I maybe wrong but if not then your side of the street need's balancing of signal .. usally that would be the next step
Has a Manager called you back yet?
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Zeus
exesion, take out all the splitters you don't really need. your signal will become better.
Mystic, all I could think of with all that got replaced could now be the pmd (that kind of splitter in the street), or maybe a tv trap. if you get another tech to your house, make him try without the tv trap.
But again, yelling won't do very much good.. I also work for cable isp support, and I'm cool and willing to help as long as the customer will stay cool.
Zeus
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RAM and HD space is just like sex and money; you can ne'er have too much!
Mystic, all I could think of with all that got replaced could now be the pmd (that kind of splitter in the street), or maybe a tv trap. if you get another tech to your house, make him try without the tv trap.
But again, yelling won't do very much good.. I also work for cable isp support, and I'm cool and willing to help as long as the customer will stay cool.
Zeus
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RAM and HD space is just like sex and money; you can ne'er have too much!
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Mystic
Well folks, thanks for all the hints, suggestions, and support. Its certainly a lot more support than i'm getting from Road Runner.
I managed to speak to a manager who said he would get back to me. he did in fact get back to me and informed me that they do not know what the problem is, but that he thinks I am getting the proper speeds.
I can't believe this. This is nightmarish. the speed is now less that 10 kb/sec at best.I am thru messing with these people. They have had since the end of July to fix this problem. They have ignored it. Next week I am going to file suit against Time Warner Inc. I plan on making this as public as possible. I am going to contact every "Fraud" (you know the ones that investigate if a company is screwing its customers or not - on TV - sort of like a poor mans 60 Minutes) reporter for every local TV station. I am also going to start a petition to have the city drop Time Warners Road Runner franchise here (only need 1500 signatures to get the city council to investigate - may take some time). I will also consider criminal charges against Time Warner for fraud and violation of the states bait and switch laws.
I'll let you all know what happens. They have screwed the wrong person.
I managed to speak to a manager who said he would get back to me. he did in fact get back to me and informed me that they do not know what the problem is, but that he thinks I am getting the proper speeds.
I can't believe this. This is nightmarish. the speed is now less that 10 kb/sec at best.I am thru messing with these people. They have had since the end of July to fix this problem. They have ignored it. Next week I am going to file suit against Time Warner Inc. I plan on making this as public as possible. I am going to contact every "Fraud" (you know the ones that investigate if a company is screwing its customers or not - on TV - sort of like a poor mans 60 Minutes) reporter for every local TV station. I am also going to start a petition to have the city drop Time Warners Road Runner franchise here (only need 1500 signatures to get the city council to investigate - may take some time). I will also consider criminal charges against Time Warner for fraud and violation of the states bait and switch laws.
I'll let you all know what happens. They have screwed the wrong person.
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blebs99
It is a shame that you have to go through this. I'm having a rough time, myself, with them though, my problem is nowhere in comparison to yours.
The person I talked to today, wants me to submit more trace and pings and this person is going to talk to their supervisor and see if they have any answer to my packet loss. Heck, while he was on the phone with me, he pinged me and immediately lost 2 packets.
They are aware of the problem here but, I don't really think they know where to start looking.
Just to clarify-I'm not saying that they are ignorant, and yes, I am very frustrated with the situation I have but I also think they are just about as frustrated when they try everything and just simply don't have the explaination. I'm not saying "go easy" either
as these guys haven't totally abandoned the help idea just yet, though I many times feel like they have.
By all means, let us know what is happening and I hope that you can get this resolved, even though it doesn't look like it's probable. I think all of us are either feeling, felt, or are going through the frustration right along with you.
Good Luck and again, thanks for keeping us updated!
The person I talked to today, wants me to submit more trace and pings and this person is going to talk to their supervisor and see if they have any answer to my packet loss. Heck, while he was on the phone with me, he pinged me and immediately lost 2 packets.
They are aware of the problem here but, I don't really think they know where to start looking.
Just to clarify-I'm not saying that they are ignorant, and yes, I am very frustrated with the situation I have but I also think they are just about as frustrated when they try everything and just simply don't have the explaination. I'm not saying "go easy" either
as these guys haven't totally abandoned the help idea just yet, though I many times feel like they have.
By all means, let us know what is happening and I hope that you can get this resolved, even though it doesn't look like it's probable. I think all of us are either feeling, felt, or are going through the frustration right along with you.
Good Luck and again, thanks for keeping us updated!
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exesion
Yelling seems to work quite requently with my connection. I'm about at the same level as you Mystic but I never started out with 7000kbps. I started with 100kbytes a second and average between 100 and 15kbytes a second. It sways like mad. I pinged Adelphia.com seeing it mentioned up there, and got 200ish ms for every ping. I do have one cable line spliced about 7 times under my house but 3/7 go to TV tuners that are never used and 2 tvs are broken..so thats only two TV's on the same cable line. Burn Adelphia. Any ideas? Sorry I have no solutions for you Mystic, that isn't rare
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Blow me away.
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Blow me away.