Cable companies could be saving lots of money and pissing off fewer people if they implemented special “this guy is not an idiot” flags on their tech savvy customer’s accounts, argues the NeedCoffee blog.
Alex from Rochester, NY, says every year around this time his Road Runner high speed access slows to a crawl, and stays that way until April. It occasionally happens at other times throughout the year, too. Unfortunately, Time Warner won’t fix the problem. Alex says one technician who came out to look at the issue told him, “The wires were installed when Adelphia provided service, and they haven’t been upgraded since.” Another one told him, “The problem has been going on for years, and management knows about it, but enough people don’t complain.”
Richard sent us this screen capture of a chat he says he recently had with a Roadrunner CSR. I can’t figure out why the CSR would withhold bandwidth stats from a customer, nor why she would capitulate so quickly when Richard asks for her supervisor. Maybe that’s one mean supervisor.
While they’ve temporarily shelved metered broadband plans, Time Warner is cutting off, with no warning, the accounts of customers who they deem have used too much bandwidth. One such customer lives in Austin, TX, one of the original markets slated for metered broadband. Stop The Cap has the story, and an excerpt is inside.
We don’t play World of Warcraft, but if we did, it looks like we’d have to cancel Time Warner Cable and install FIOS in order to guarantee a connection to Blizzard’s servers. That’s what some East Coast WoW players are saying—they’ve been suffering disconnections and game-killing lags for months now, and Time Warner Cable seems unable to solve the problem. They swear they’re not doing anything to disrupt or throttle gamers, and say that “customers who are having problems on the local level should contact customer service.” Based on the 24-page thread on Blizzard’s forums, TWC’s customer service has yet to resolve the issue.
Thomas writes in to ask why Time Warner needs to send 12 different technicians to his home to get his Roadrunner speed up to the 10 mbits/sec that they promise in their advertising, as opposed to the 2.5 mbits/sec that he averages.