Profile cover photo
Profile photo
Tony Cassandra
111 followers
111 followers
About
Posts

Fascinating story about something bizarre Time Warner Cable is doing in Austin, TX.

I come home and my Internet is out.  I have a past history of connectivity problems with Time Warner's Service, so I have network monitoring in place and know that it went out at 10:20 a.m.. This means it has been out for 8 hours by the time I get home. Clearly this is not a spurious outage and something that warrants a service call.

Curiously, it is not a service outage in any way I have seen before.  They are still handing out a DHCP address to my router and I can ping the gateway machine that my router is sending its data to. However, trying to access anything beyond that gateway machine is a no-go.  Clearly the problem is with something downstream of that machine on Time Warner's side.

After an annoying long time trying to find a support phone number on their mobile web site, I call and much to my surprise, I get a human within less than 2 minutes.  I spent more time finding the phone number than it took to get to a human on the phone, so that's a plus and a minus I guess.

The support guy goes through a check of equipment and tells me everything is fine, but then does another check, only to also conclude everything is fine.  Then some thought occurs to him to check something else, and on the third try he finds the problem.  All this without me having to explain why I know it is their problem, and without them suggesting I reboot my computer.

What comes next is the bizarre part.  The reason my service was out is due to Time Warner putting a block on my modem, and no, it is not because I missed paying the bill.  The reason was Time Warner has upgraded the speeds in Austin (since now they have an actual competitor in Google Fiber). They say they needed to block older modems that could not support the new speeds.

So you remove people's Internet access and you call that an upgraded service?  No doubt they want people to fork over money for new modems in addition to them bragging about what a great company they are: Free Upgrades! Woo-hoo!  And of course they force people to call them so they can do some additional up-selling.  Isn't that all very convenient for everyone.

What is even more annoying for my case is that I have a new modem that is perfectly capable of supporting the higher speeds. So whatever weak rationale they have for blocking modems, it is clearly not due to the modem's ability but some other hidden reason.  All the support guy had to do was remove the block and it worked fine.

The older modems will still work with their upgraded service, they just might not be able to get the full speeds.  I was in this position a couple years ago, so I know it can still work. However, turning off people's service to get their attention and force a service call is a pretty bad decision if you care at all about customer service, or say, common human decency.
Add a comment...

Post has attachment

Post has attachment
So, you are accused of taking bribes?  No problem. You can bribe the courts to drop the case against you. And its all legal!

http://www.theguardian.com/sport/2014/aug/05/f1-boss-bernie-ecclestone-offers-60m-settlement-bribery-trial
Add a comment...

Post has attachment

Post has attachment

Post has attachment

Post has attachment

Post has attachment
Masters and Servants: Our Relationship with Technology

Are we the masters of technology or its slave?

http://www.cassandra.org/articles/master-vs-servant-of-the-machine.html
Add a comment...

Post has attachment
Add a comment...

Post has attachment
Pointless Hurricane Season Predictions

I've been meaning to do this analysis for decades.

http://cassandra.org/articles/noaa-hurricane-predictions.html
Add a comment...
Wait while more posts are being loaded