I started having trouble with signal drop-offs on May 20th. Started having to reset the modem every 15 minutes. Called Time Warner customer service, and the B.S. Began. I was given ticket # 46783895, and transferred to a different representative. The second rep told me the ticket # was bogus and had no notes about my call, so I had to repeat myself.
Numbskull tells me that the problem is that my UPS is interfering with my cable modem. News to me, since I've had my UPS and my cable modem next to each other for 2 1/2 years while I was a Comcast subscriber. The monkey insists that I have to restart my workstation, but I'm in the middle of working so I tell him I'll call back when I have time to follow his script, which ticks him off, and he tells me he doesn't work from a script. Whatever.
15 minutes later, I'm off the internet again, and again, and again. Spend several days resetting the modem every 15 minutes while I tried to finish finals and work from home.
Called customer care again on May 24th when I couldn't even get an IP address. New monkeys to talk to. I'm told that the date I started having problems coincides with the day that Comcast customers in Los Angeles began transitioning to Time Warner equipment and accounts. Was told by "William" that they weren't provisioning my account correctly and that he needed to change their server configuration, which he did. Seemed to fix part of the problem, as I was then able to get an IP address and surf. Service call scheduled for the next morning.
New day. May 25th. Service call. Am told that the cable inside the house is bad (all of a sudden?) Seems like a terrible coincidence, my modem stopping working and my cable in the wall going south at the same time! Service monkey says he has to make an appointment in 2 weeks to come back. No way I'm waiting 2 weeks for a cable monkey to run cable, my electrician brother does the monkey work in the attic to run the new cable, and the service monkey puts on a new BNC connector and tests the cable as good. Surfing is working. He leaves.
May 26th-28th. Whoo hoo! Service is up and down all weekend!
May 29th. Am able to work for over 8 hours.
May 30th.internet not working any more! I assume I am being punished for something terrible. Called Time Warner. Am told that they disabled service to the MAC address for my modem, so I am not able to provision a new DHCP address. Charming. Get that fixed, am online for 3 1/2 hours with no interruption. Then, I'm online with a business meeting, and lose my connection and can't get back online.
I call Time Warner again, and throw a temper tantrum. I've already spoken with 2 supervisors, and still I'm not working properly. Have another service call scheduled for tomorrow morning, and I'm seriously looking for a new service provider if this shoddy service continues.
I have no faith in their service or their customer service, and I resent being informed by their telephone technicians that a. Suddenly my modem is bad, and I need to call Netgear to upgrade my firmware (bad provisioning on their part instead), b. Suddenly the OS on my laptop must be corrupted and it can't get an IP address for that reason (they flagged my modem MAC address as bad instead), c. I should consider upgrading to a Commercial account (duh, I don't think I'm interested in giving them any more money until they fix what's not working now), and d. If I added the digital phone option to my account they would be more inclined to try and repair the problem (see c. Above - apparently this is a nice way of saying if I had digital phone I wouldn't be able to call them and complain, or like I should shut up).
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