So once again I entered my monthly chat with Time Warner to bitch about the internet at the College Inn. This is the first time since August 2004 that Time Warner finally listened to me and confirmed my belief, the problem is on their network.

user Cherokee has entered room

analyst Tech 1 has entered room

Tech 1>
Thank you, what technical issue may we assist you with?

Cherokee>
Sluggish internet connectivity

Tech 1>
is this a commercial or business class account?

Cherokee>
commerical i believe

Cherokee>
i am a tenant here at the apartment complex

Cherokee>
but the problems i'm experiencing are experienced by everyone here

Cherokee>
web pages take forever to open. often we have to click multiple times for a page to open. i believe there is packetloss occuring and ping times are fluctuating greatly. pings are good for certain webpages but horrible for gaming. very slow download speeds being experienced (9KB/sec to 15KB/sec has been my max for today)

Tech 1>
Thanks for contacting us here at the National Helpdesk. This service is best suited for our Residential customers, and we have dedicated chat services for Business Class customers such as yourself. We will transfer you over to our Business Class department, and for future reference, they can always be reached directly by going to http://help.twcbc.com , and clicking on the "Live Chat" option. Do you have any further questions before I transfer you?

Cherokee>
Nope, thank you very much. Do I need to C&P the problems I typed or will the new person be able to read it?

Tech 1>
They can read what we have already written.

Tech 1>
Once again, thank you for choosing Road Runner! Please hold while I transfer you over to Business Class services.

Cherokee>
Cool, thanks again.

Tech 1>
Please wait, while the problem is escalated to another analyst

analyst Tech 2 has entered room

Tech 2>
Thank you for choosing Time Warner Cable Business Class chat. My name is Andrew, may I have the phone number of the business including the area code please?

analyst Tech 1 has left room

Cherokee>
919-832-8383

Tech 2>
For security purposes could you verify the business name please?

Cherokee>
The College Inn Apartments

Tech 2>
Thank you. May I have your first and last name please?

Cherokee>
Cherokee

Tech 2>
Thank you. May we have the e-mail address that you're currently using?

Cherokee>
http://www.thewolfweb.com

Tech 2>
Thank you. With what technical issue may we assist you?

Cherokee>
web pages take forever to open. often we have to click multiple times for a page to open. i believe there is packetloss occuring and ping times are fluctuating greatly. pings are good for certain webpages but horrible for gaming. very slow download speeds being experienced (9KB/sec to 15KB/sec has been my max for today)

Tech 2>
We can certainly assist you with this. Allow me a moment to run a couple of tests on the equipment for you.

Cherokee>
sounds good

Tech 2>
At this time I am not seeing any packet loss to the modem and the ping times to the gateway are very low.

Cherokee>
Do you have any idea what is causing this? This has been occuring since I moved here (August 2004). The internet is horrible here yet pings and stuff come back normal whenever the engineers run tests on it. I've been complaining about it along with a lot of residents here just about every month.

Cherokee>
If the pings from your station to here are good, then the problem sounds internal. Yet the management always sends us to you guys. Is time warner responsible for the networking here?

Tech 2>
I am not able to locate any information on the internal network at that location so I would have to say no.

Cherokee>
When management here has Time Warner come out to work on the internet do you have any idea what equipment they are working on?

Cherokee>
Because this will never be fixed until the internal networking is fixed (overhauled in my opinion)

Tech 2>
Do you know how to open a command window?

Cherokee>
yup

Cherokee>
got one open right now


Tech 2>
Once it is open type in tracert http://www.yahoo.com .

Cherokee>
ok done

Tech 2>
What kind of ping times are you seeing in the first 5 hops?

Cherokee>
between 1 and 7 ms

Tech 2>
Do you know how to copy the tracert to a e-mail and send it to an address here so I can take a look at it?

Cherokee>
yup

Cherokee>
haha you can tell i've done this alot 8)

Tech 2>
The address I would like you to send it to is tech2@yay.com .

Cherokee>
ok

Tech 2>
Yes I can and as much as I appreciate you knowing what you are doing I feel for you at the same time for having to know how to do it.

Cherokee>
lol

Cherokee>
one sec, just cleanin it up for you

Cherokee>
alright, email is sent

Tech 2>
I have looked at the tracert and am going to create a ticket to escalate to my networking department as there is definitely some packet loss on our network.

Cherokee>
haha

Cherokee>
is it significant?

**edited for privacy**

Cherokee>
should i call them or is that sort of a just in case thing

Tech 2>
personally I would call in so you would be able to further explain how often this has been occurring and we may have other test for you to try.

Cherokee>
3 years this august

Cherokee>
is it a 7 day a week number or do i need to wait till monday?

Tech 2>
Almost as good of hours as we have here. The office I am sending it to is only closed for a couple of hours each day.

Cherokee>
cool

Tech 2>
Are there any other technical issues with which we may assist you?

Cherokee>
nope, just that. any idea on a time frame for this? and also just honestly, do you think they'll fix it or will it be one of those business "cost effective vs not" decisions? haha

Tech 2>
Honestly speaking were the packet loss is showing it may very well be affecting other customers aswell and would just be good business for us to get it fixed.

Cherokee>
awesome

Cherokee>
lol

Cherokee>
thanks very much for your help, in 3 years you are the first person who as confirmed for me that the packet loss is on TW's side

Tech 2>
I am glad I could be of assistance. As there are no other issues that we may assist you with, please click on the End Session button to end this chat session. A transcript of this chat will be e-mailed to the address provided. Once again thank you for choosing Time Warner Cable Business Class.

6/16/2007 6:37:31 PM

awesome

6/16/2007 7:59:16 PM

wait a minute.

youve been paying TWC for broadband that runs at 10KB/sec - 20KB/sec.

and youve been paying them this for 3 years?

why the hell did you not switch to DSL? i mean, you could almost get those speeds with standard dialup.

6/16/2007 8:09:22 PM

At least YOU were lucky enough to get a tech person who knew what you were talking about. Normally, they think they have to dumb things down for the consumer, but sometimes just the opposite seems true.

6/16/2007 8:09:39 PM

^^ not paying, per se. the apartment includes everything with rent. so the majority of the time i've been going back and forth between the management at the apt complex and time warner

6/16/2007 8:10:38 PM

sounds like the internet at Centennial Village.

oh except now we have "Wavelength Internet"... aka no one has heard of it and it's completely horrible.

some pages load fast, sometimes things are find, but I get frequent disconnects and high ping spikes when gaming

6/16/2007 8:15:21 PM

yup and you know what the first excuse you'll get when you complain?

"we have to cap it to stifle file trading"

bullshit. either cap the specific people who are using a shitload of bandwidth or leave it all open. because when you cap that shit the only people you are hurting are the people who AREN'T filetrading

6/16/2007 8:18:34 PM

Quote :

"I feel for you at the same time for having to know how to do it."

Awesome...apparently you are supposed to be a clueless moron...its a sad thing that you arent

6/16/2007 8:23:02 PM

Quote :

" Cherokee> awesome Cherokee> lol"

6/16/2007 8:40:47 PM

HAHA


LOL

6/16/2007 9:18:12 PM

my favorite part was

Quote :

"Tech 2> Thank you. May I have your first and last name please? Cherokee> Cherokee"

6/17/2007 2:18:48 AM

6/17/2007 2:48:34 AM

6/17/2007 2:59:10 PM

those tech bastards talk like aim bots

6/17/2007 5:19:45 PM

they capped it at university house

but that shit was horrible

6/17/2007 5:29:21 PM

try someone other than Tier I tech support and things get done faster

6/17/2007 6:29:57 PM

lol you live at college inn

i lived there the first year it was open and i got my ass out with a quickness

6/17/2007 10:37:40 PM

when i was there, it was horribly slow too

the service they used, i thought, implemented bandwidth limiters and QoS - might want to check the service terms that college inn has. you know they are not going to provide high bandwidth to all of those apartments since college inn will be trying to cut costs.

the level 3 techs should be doing long term ping plots to check for intermittent issues, not just asking for a single trace route. next time, ask that the problem be escalated, or ask them to do a ping plot over a few days to check for connection problems...

6/17/2007 11:18:20 PM

at least you're not at village green

they block pretty much all traffic except for http, ftp, pop3/imap, and smtp. no bittorrent, no webhosting, nothing.

and we're behind a huge nat which sucks balls

AND the highest download speed i've ever gotten was around 60KB/s.



i think i might head down to TWC today and grab a roadrunner modem.

6/18/2007 9:51:52 AM

I live at VG as well, and it does indeed suck.

6/18/2007 2:41:17 PM

i read this thread title as "3 years later: TWW finally admits a problem". and i was like "NAAAAAAHHHHH, can't be"

and then i read it again and was just as stunned with what it actually said.

6/18/2007 3:07:50 PM

lol

6/18/2007 4:34:10 PM

Quote :

" Cherokee> is it significant? **edited for privacy** Cherokee> should i call them or is that sort of a just in case thing "

??

6/18/2007 5:25:52 PM

i forget what i edited, it had to do with either my phone number or address or something like that

6/18/2007 6:43:14 PM

i thought you are moving out this fall anyhow

6/18/2007 8:04:34 PM

yup, i guess it's sort of the principle of the thing.. that and it was an ego boost to correctly diagnose a problem and not have any techs, including the high level engineers that always come out, realize it until now

6/18/2007 8:35:50 PM

It's kind of sad you look to TWC's tech support for an ego boost

6/18/2007 8:41:30 PM

6/18/2007 9:06:09 PM

Quote :

"including the high level engineers that always come out, "

tw has those? and they actually send them placese?

6/19/2007 11:53:40 AM

^ They have one and they keep him in a cage. He's mostly for display purposes.

6/19/2007 12:44:33 PM

so a guy from twc calls today. i missed the call but he left a message saying that the college inn has a 20mb pipe and for gaming they limited it to 4mb in order to make sure that the internet was "fairly utilized." so in otherwords, it's like me and 100 other people trying to game on less than a cable modem.

6/26/2007 6:24:47 PM

looks like college inn has clowned you again

6/26/2007 6:42:13 PM