Pixtus - Photography Forum, Photographers, Photo Tips

Sonny · **Time Warner/Earthlink...Techs plz respond -** 09-07-2006, 01:40 PM

Hey guys,

I've been a loyal and happy TWC customer for six and a half years. Except the last month has been a complete nightmare. My Digital Cable has improved but, more importantly my RoadRunner service is horrible. RR is either not working or operates at speeds slower than a 56K modem. Most of time we have no internet.

My wife and I have been on the phones with tech support trying to resolve the problem. No help!!! We also scheduled two service calls and both time they could not find/fix the problem. So far we've been told the problems are due to upgrading the "systems" and low signal at a TWC node.

I run my business out of my home office and not having an internet connection at home is drastically affecting my youth sports photography business. I am missing customer emails and already missed an event deadline. This past Saturday I shot a football game and could not upload pics to PhotoReflect. Two days past the promised date I was able to upload the photos in the short time my internet was working.

Enough crying...on to my question. If I switch to internet service to Earthlink, will I experience the same problems? I understand the Earthlink "rents" the coaxial cable from TWC, but do they also use the same nodes as TWC? I'm very desperate, and need to make a change. Although, I've been spoiled by RR internet speeds in my neighborhood. 6MB down and 384kbps up.

Hopefully there are some TWC/Earthlink techs who can give me some info. I've already called Earthlink's Sales & Support, but they were no help.

Thanks,
Sonny

VisualOddity · 09-07-2006, 01:54 PM

I hope I can help, although I'm not in Houston.
Yes, Earthlink uses the same lines, and in fact, same modem. You won't see a change based on provider (at least in my division). Have they replaced the modem yet in troubleshooting? In all honesty, I would switch that connection from a residential account to a business account. There shouldn't be much of a price bump for basic, and speeds should be the same (as far as intended speed). The support is on a different level though, which is part of what buisness class stands out for. You will also have the option to increase speed as much as need be if you decide you want too. If you want to stay w/ residential though, just stay on them. Have them send tech, replace modems and check nodes till it's back where it should be....

Also, for troubleshooting, I would remove any firewalls and routers you have, reboot the modem, and then reboot the comp and see if it helps.

I hope this helps at least a little. :)

haraki74 · 09-07-2006, 02:20 PM

ATT is offering some pretty good deals on DSL now. Their "Pro" setup is less than TWC and is faster to boot.

Sonny · 09-07-2006, 02:26 PM

Quote:

Originally Posted by VisualOddity

I hope I can help, although I'm not in Houston.
Yes, Earthlink uses the same lines, and in fact, same modem. You won't see a change based on provider (at least in my division). Have they replaced the modem yet in troubleshooting? In all honesty, I would switch that connection from a residential account to a business account. There shouldn't be much of a price bump for basic, and speeds should be the same (as far as intended speed). The support is on a different level though, which is part of what buisness class stands out for. You will also have the option to increase speed as much as need be if you decide you want too. If you want to stay w/ residential though, just stay on them. Have them send tech, replace modems and check nodes till it's back where it should be....

Also, for troubleshooting, I would remove any firewalls and routers you have, reboot the modem, and then reboot the comp and see if it helps.

I hope this helps at least a little. :)

Thanks for the info VisualOddity.

Unfortunately, I've done everything you mentioned and them some. This was all done before I called TWC with my complaint (I'm an ex-tech support nerd of 8 years)

Switched modems three times.
Tested four different PCs.
Tested three different types of NICs.
Replaced Cat5 cables.
Replaced coaxial cables (provided by TWC service techs).
Replaced splitter in attic.
Tested two types of routers.
Diabled NAT, and XP firewalls.
Directly connected cable modem to PC.
Ping tested several times. 50% packet loss and more...
Reset modems, routers, and PCs.
Scanned all PCs for viruses (none found).
All PCs have latest drivers, updates, and service packs.
Router has latest and most stable firmware.

There is a big difference in residental and business internet price. I pay $44.95 month residential and business is significantly higher (I'm guessing from memory...$80m or higher).

Sonny · 09-07-2006, 02:31 PM

Quote:

Originally Posted by haraki74

ATT is offering some pretty good deals on DSL now. Their "Pro" setup is less than TWC and is faster to boot.

I'm not to keen on the DSL setup. The further away you are from a "node" or "juction box" the slower your internet speed. Meh!

Also if you want faster speeds you got pay incrementally for each upgrade package. NAW! just give it to me in one lump sum.

VisualOddity · 09-07-2006, 02:44 PM

Hmmm...

I think biz class start around $50 here... :(

AlexMorse · 09-07-2006, 02:57 PM

Skip the normal help routes and go straight to level III tech supporters.

http://www.consumerist.com/consumer/...ort-192240.php

Some of these might already be changed... they hate this stuff leaking out.

Sonny · 09-07-2006, 03:08 PM

Quote:

Originally Posted by AlexMorse

Skip the normal help routes and go straight to level III tech supporters.

http://www.consumerist.com/consumer/...ort-192240.php

Some of these might already be changed... they hate this stuff leaking out.

Thanks Alex! But I think those numbers might have changed. Immediately I recognized that Houston number. When I was calling Earthlink for account information, they gave me that number to confirm new Earthlink accounts.

I appreciate the help.

VisualOddity · 09-07-2006, 03:09 PM

That list is at least in part crap. There aren't different levels. The techs you get when you call are the equiv of Level 3. There is no level 1 & 2 for getting past...

Sonny · 09-07-2006, 03:14 PM

Quote:

Originally Posted by VisualOddity

That list is at least in part crap. There aren't different levels. The techs you get when you call are the equiv of Level 3. There is no level 1 & 2 for getting past...

A few years ago that wasn't the case. I do remeber be passed along from the level 1 tech, and if that person could help you he or she would say.."please hold while I connect you to our level 2 or level 3 tech (whatever the case may have been). Please stay on the line while I transfer you. You will hear some clicking noises while be transfered so please do not hangup"