This blog entry will be updated as this personal saga continues. We have Time Warner Roadrunner high speed (“turbo”!) Internet service. As of 2130 last night the speeds were down to a crawl. I called the local service number at 2210 after using my considerable geek skills to diagnose the issue: packet loss due to poor signal strength on the modem. Rebooting five times did not resolve the issue. Isolating the network to just one computer hooked to the modem resulted in the same deal. I was going to have to call.
Tue 10 Aug 10
2210: Dial my 10 digit home number, 2, 1, 2, 4. Waited on hold for 35 minutes listening to a badly chopped up marketing message and then I hung up. I know why the marketing message was chopped up and I can’t believe they’re still using that service.
Wed 11 Aug 10
0536: same dialing deal. Todd in Albany. Confirms my issues. Next appointment is between 0800 and 1200 on Tue 17 Aug. Call back after 0600 to talk to someone local since he’s on a skeleton crew and can’t really do much. A 24/7 service does not deserve 24/7 support.
0601: same dialing deal. Nancy. Use of IM makes me suspect she’s working from home. She needs me home phone number (even though I just typed it in) to confirm I am who I am. She says Tue 17 Aug because my speeds are slow instead of down completely. I offer to go outside and fully break it. She gasps. I ask for someone on the 13th since we can have someone at the house then. She says no, I have to be home today, take it or leave it. I lie and say yes though no one will be home. She’s not technical. No shit, but I give her credit for being mechanical.
0707: home phone, 2 1 2 2 4. Joe after 8 minute wait. In order to get an evening appointment you have to schedule your outage or trouble call in advance. (I wish I was joking about that). Reschedule for 13 Fri between 1000 and 1200. That sucks but because I didn’t plan my broken connection in advance its the best I can do. Apparently new customers are more important.
1244: An internal spy at Time Warner has confirmed that it looks like I have a problem in the outside wiring and that the 13th is the earliest date I can have for a trouble call. I appreciate the update very much but really? 48 hours is the earliest you can have someone out there? That makes me really want to sign up for that digital phone service the chopped up marketing message was trying to sell me.