Time Warner Cable — worst customer service ever!
Speaking as an it professional with close to 13 years of extensive experience in a wide spectrum of the industry, from hardware/software service, to system administration, network administration, web development, and have focused for a number of years on IT security.
I had road runner broadband service installed in my residence in the middle of april 2007. the installer informed me at that time, that there were issues resulting from the recent storms, and speeds were around 100kb, as opposed to 2-3 mbit.
After a week, and still speeds at or below 100kb, i attempted to contact support. the installer had never left any paperwork, not even an account number. The online support was less than helpful, and refused to talk to me.
After several attempts, i was finally able to get online support to assist me. Several more contacts, and the issue was escalated, and agreed that there was a problem, although it was denied that there had been a problem in this area.
I spoke with a level 3 engineer, and he agreed there was an issue. A tech was scheduled. He arrived and told me, that there were still problems in this area. And that speed were still in the 100kb range. But mysteriously and miraculously, the speeds jumped while he was here to over 2.3mbit. That speed stayed for a few days, then dropped back to where it had been. This issue has dragged on and on and is going on a month.
To me it is unbelievable that there can be such a lack of communication, and denial that there is a problem. This area is experiencing an enormous amount of latency, and then mysteriously it goes away, but then returns. The level 3 engineer admitted that there were some hops that were having problems, but almost a month, and its worse than ever. My last speedtest, at the request of an rr tech, produced a result of 35kbit... slower than dialup. this is not a problem? I have continuous scans coming from rr customers, and needless to say, all of my computers are heavily secured, including preventing the scans that rr does on its customers. While that is understandable in the prevention of illegal file sharing. were there a problem at my location, the speeds would not burst at rare points nor would they be sustainable, and the latencies drop to normal within the route.
At this point, i feel that there are several dialup providers that could provide me with more bandwidth than i am receiving right now. Waiting 10-15 seconds for google to load is almost laughable.
I am a very patient person, but this has passed the point of being ludicrous. From scouring the blogs, and consumer sounding boards, there seem to be a lot of problems that "don't exist" I have multiple computers on my internal network, and this bandwidth problem is consistent with the connection state at any given time. The throughput on one machine is within a tolerance of a few kbit. I am at my wits end with this, and needs a reliable connection. I have accumulated a large number of speedtests, including dusting off my bandwidth logging/monitor that collects statistics on throughput.
This is a simple problem it would seem, but one that i am getting no results with. Perhaps posting this identical post on every blog and consumer sounding board that i come across, as well as urging other mistreated customers to do, may in fact jolt road runner into a proactive action.
I am including a few speedtest results as well all from speedtest.net the timewarner speed test was even slower.
This one was quite interesting, as it was done approximately 2 minutes after i received an inbound dns query to my honeypot, from level3 net , one of the slow pokes in the route
So if these and the many more that i have are not indicative of a serious problem in the service, then i must be ready for the men in the white suits.
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