[TriLUG] OT: Check your cable modems! TW wont tell you to trade up.

[Brian Henning]

Yeah, I hit this a couple years ago.  I had bought TV + "Turbo" RR, and
for the first couple of months never even came close to the advertised
(at the time) 7mbit.  Eventually I had a guy out to look at the TV box,
and said "hey by the way, do you know why my internet service is so
slow?"  He took one look at the beige modem and said "yep, you've got
the wrong modem.  I've got one in the truck."

Swap, reprovision, boom.  Advertised speed (minus overhead).

TWC--

As an aside: Surprisingly, I think I did manage to talk TWC into issuing
a credit for the first couple of months' Turbo upgrade since it was
clearly their technician's fault for installing the wrong modem.

(Lately I've been seeing two or three times daily my connection drop for
some short time ranging from a few seconds to a minute or two...just
haven't been bothered to call and complain yet.  le sigh.)

~B

-----------------------------------------
Brian A. Henning
SupportLink Engineer
PROGRESS | DATADIRECT SUPPORTLINK
Phone : (+1) 888-332-6797
E-mail: brian.henning at datadirect.com
Web   : www.datadirect.com/support
-----------------------------------------

-----Original Message-----
From: trilug-bounces at trilug.org [mailto:trilug-bounces at trilug.org] On
Behalf Of Mike Shaw
Sent: Monday, November 16, 2009 9:39 PM
To: trilug
Subject: [TriLUG] OT: Check your cable modems! TW wont tell you to trade
up.

FYI - if you have an old Surfboard modem you may want to trade up . . .

After a week of having internet cable issues my wife finally traded
our old(5years +) Surfboard 4100(upright beige) cablemodem at the
local Time Warner office for a newer model(Surfboard SB5101 - smaller
upright black).  The difference was to more than double my download
speed(measured via Speedtest.net).

Before testing the lady at the cable office mentioned that TW had
upgraded their network and the older modems like I had were not
capable of the higher speeds.  I didn't put much stock into the
comment until I ran the tests.  Nice of TW to let people know, huh?
Looks like I've been running capped!  Keep in mind we did have a
technician come out to investigate and all he did was put a signal
booster on the line at the modem connection.  Needless to say it only
masked the issue for a bit.

Anyone else seen this kind of speed upgrade?

Another side note - we were told over the phone that we had no issues
in our area, but when we were transferred to a national rep they could
see an issue.  Needless to say there was an issue.  My wife stopped
and verified with a TW tech circling the past few nights in our
neighborhood that there was an issue.  The tech said that telling
people that there is no issue is a standard line to automatically tell
people so they won't throw a fit!

l8r,

Mike
---
Rorschach: By the way, you need a stronger lock. That new one broke
after one shove. - Watchmen
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