More issues with TIme Warner Cable
I have been experiencing ongoing issues with my internet service from Time Warner Cable recently, and until last night I was unable to get a straight answer about what's going on and what is being done (and isn't) to fix it. I spoke with a great level 3 representative named Jose that was able to give me some insight regarding the issues in Southern California that everyone knew about, but most representatives denied until now.
Apparently there is a large regional issue that is affecting Time Warner Cable's RoadRunner users in Los Angeles county, San Diego county, Orange County, and Hawaii. These are all part of the same network and have been experiencing intermittent issues that cause incredibly slow download and upload speeds. According to Jose, Time Warner Cable's NetOps knows about the issue and is still in the "researching phase," meaning that they are still trying to gather information to troubleshoot the issue on their end. He told me that there is no ETA on this being fixed since they haven't been able to collect enough reliable information, likely because the issue is intermittent. His estimates were that it could be "3 hours, 3 days, 3 weeks, you know..." Unfortunately I do know, and this has not given me high hopes for it being resolved any time soon. I was assured that everything on my end (including my modem and computer) are working just fine with their service and that the lines in my area and my apartment are "perfect."
In addition to confirming a major regional issue affecting Time Warner Cable's RoadRunner service, I got some insight into the network utilization in my area. This is especially interesting because of the recent news about Time Warner Cable wanting to introduce limits on the amount of bandwidth that customers may use (they recently shelved that plan), justifying this by saying that 5% of their users are consuming over 50% of their entire network. Apparently that's not the case in my area. Jose informed me that the average usage of the network in my area was about 3%. During peak usage, about 35% of the network is being used. He also told me that these is well within the norm and that customers should not experience any network degradation due to peak usage unless it's peaking at around 85%. Interesting!
I was glad to finally speak with someone at Time Warner Cable that knew what they were doing. Representatives like this are extremely few and far between. I would know, since I've had to call them multiple times each month to try and get an answer about what's going on or trying to get this issue fixed. Every time I was told that there were no issues on Time Warner Cable's end and that the issue must be on mine. A technician came out and checked my lines and the box in my area, confirming that everything was great. He gave me a new modem just because, which didn't improve or worsen anything.
I wish there were more representatives like Jose. It's nice for the customer to get the real story about what's going on, and the truth about when the issue will be fixed (even if that's just "we don't know, but we're working on it"). I hope that Time Warner Cable is able to locate and resolve the issue that's causing these issues in SoCal. It's been a bitch.
Apparently there is a large regional issue that is affecting Time Warner Cable's RoadRunner users in Los Angeles county, San Diego county, Orange County, and Hawaii. These are all part of the same network and have been experiencing intermittent issues that cause incredibly slow download and upload speeds. According to Jose, Time Warner Cable's NetOps knows about the issue and is still in the "researching phase," meaning that they are still trying to gather information to troubleshoot the issue on their end. He told me that there is no ETA on this being fixed since they haven't been able to collect enough reliable information, likely because the issue is intermittent. His estimates were that it could be "3 hours, 3 days, 3 weeks, you know..." Unfortunately I do know, and this has not given me high hopes for it being resolved any time soon. I was assured that everything on my end (including my modem and computer) are working just fine with their service and that the lines in my area and my apartment are "perfect."
In addition to confirming a major regional issue affecting Time Warner Cable's RoadRunner service, I got some insight into the network utilization in my area. This is especially interesting because of the recent news about Time Warner Cable wanting to introduce limits on the amount of bandwidth that customers may use (they recently shelved that plan), justifying this by saying that 5% of their users are consuming over 50% of their entire network. Apparently that's not the case in my area. Jose informed me that the average usage of the network in my area was about 3%. During peak usage, about 35% of the network is being used. He also told me that these is well within the norm and that customers should not experience any network degradation due to peak usage unless it's peaking at around 85%. Interesting!
I was glad to finally speak with someone at Time Warner Cable that knew what they were doing. Representatives like this are extremely few and far between. I would know, since I've had to call them multiple times each month to try and get an answer about what's going on or trying to get this issue fixed. Every time I was told that there were no issues on Time Warner Cable's end and that the issue must be on mine. A technician came out and checked my lines and the box in my area, confirming that everything was great. He gave me a new modem just because, which didn't improve or worsen anything.
I wish there were more representatives like Jose. It's nice for the customer to get the real story about what's going on, and the truth about when the issue will be fixed (even if that's just "we don't know, but we're working on it"). I hope that Time Warner Cable is able to locate and resolve the issue that's causing these issues in SoCal. It's been a bitch.
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