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ruloko
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PostPosted: Wed Oct 11, 2006 10:42 am    Post subject: Time Warner Cable (Roadrunner) Reply with quote Back to top

In choosing a cable company to support Voip consider that the cable company needs to understand that they are supporting phone service. My experience is Roadrunner (Time Warner Cable) doesn't seem to understand they support phone service and timely response is critical when people are without phone service. Roadrunner (Time Warner Cable) hung our cable wire so low that a garbage truck caught the wire and ripped it out. RoadRunner response to repairs in my area (Houston) is 3-5 days. This is after multiple router problems so in the 6 weeks I've had Vonage, I've been without a phone for 3 weeks.

If anyone else is experiencing poor response time from Time Warner Cable for repair, Vonage recommended ATT, Verizon, etc. I'm figuring ATT is probably my best bet since it's a phone company. In my situation an urgent situation arose and we needed phone service but without a phone it caused critical delays. Time to switch back to ATT for DSL service. Vonage customer service has been helpful in trying to remedy our loss of phone problem, but Roadrunner (TWC) customer service is abysmal. After numerous phone calls and discussions with TWC's customer service and customer advocates I got no where. Finally I reached the President's office at TWC (Roadrunner) and got some action. But it shouldn't take a monumental effort to get phone service restored or up and running for that matter. Time Warner Cable Roadrunner is just that...a cable company and until they can fully and competently support Voip I would avoid them. Keep in mind that 911 is a critical element of phone service and even with a cell phone we need access to 911 and a cable company with poor response time can disable your Voip for an extended time.
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houuser
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Joined: Sep 04, 2003
Posts: 435
Location: Houston, TX

PostPosted: Wed Oct 11, 2006 4:04 pm    Post subject: Reply with quote Back to top

SInce I live in Houston, I understand. TW Hou has even blamed Vonage equipment for causing my internet to not work. Seems when they tested the line, it shows the Vonage port being open.

So, I disconnect the Vonage box and called back, and was told by a different tech that the modem was bad.

Of note, I have noticed that a five-day wait for TW Houston repair is normal. If you have their alarm service or telephone service, it has been known to be repaired same day. (Makes sense??)
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a-dhold
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Joined: Jun 21, 2005
Posts: 109

PostPosted: Wed Oct 11, 2006 9:49 pm    Post subject: Reply with quote Back to top

i'm in richmond tx but services by rr-houston.... same problems here too.....the only thing i have learned is when they say the next avail service time for a tech is 5 days i request credit right then since i am not receiveing the service i am paying for.

also even with good service - if you get into a call over 20 minutes its guarranteed that the cable line will drop for a half second just to kill your call.

i don't see how anyone would subscribe to rr's digital phone when they cannot maintain a good connection for Vonage.
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VonageTPA
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Joined: Jul 11, 2005
Posts: 1715
Location: Florida (usually)

PostPosted: Fri Oct 13, 2006 12:57 am    Post subject: Reply with quote Back to top

I think many of the new technology companies need to re-evaluate their contingency & reponse plans. Internet is slowly becoming an essential utility, like power, water, and telephone service. I'm running DSL at home b/c of the telcos' experience in reliability. The DSLAM here has a generator on it, as do the COs. BrightHouse (fmrly Time Warner) was very adamant that they had full power backup... when I pushed them further, they finally fessed up that only their headend has power and their distribution system doesn't. So, if you have a UPS & cable internet, forget it... If the amplifier boxes out in the street lose power, your Voip isn't going to work.

Likewise, I have Comcast at work... They have better tech support than the residential service, BUT, I've been trying for 2 weeks to get them to correct a bad gateway, which has left me without service for 3+ hrs at a time. Still trying.

_________________
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Total calls since Jul 24, 2005: 4,794 calls
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EzCo
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Joined: Jul 21, 2005
Posts: 533
Location: Southeastern PA

PostPosted: Fri Oct 13, 2006 9:25 am    Post subject: Re: Time Warner Cable (Roadrunner) Reply with quote Back to top

ruloko wrote:
In choosing a cable company to support Voip consider that the cable company needs to understand that they are supporting phone service. My experience is Roadrunner (Time Warner Cable) doesn't seem to understand they support phone service and timely response is critical when people are without phone service.


I really can't agree with this. When you choose to use Voip for your phone service, you need to understand that you are using a public, shared, and residential grade infrastructure to do so. It is your responsibility to understand the terms and conditions of your ISP, which, I guarantee you, do not give preferential treatment to a customer using a particular technology. If they did, everyone would just say they are using Voip and they need their connections fixed within x amount of time. It's simply not supportable or something you could expect from a cable or dsl provider. If you don't accept these conditions, don't use Voip. Or, use a Voip solution provided by your ISP if they have more acceptable T's&C's.

It's like saying, my heart monitor sends data to my doctor over the Internet using my cable modem, so Mr. Cable Provider, it can never go down, take all necessary measures to ensure that never happens, or if it does fix it within an hour. They'll tell you to take a hike.

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ryryo
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PostPosted: Fri Oct 13, 2006 2:54 pm    Post subject: Reply with quote Back to top

I wonder if things will get better when Comcast takes over next year. I'm hoping that Road Runner will turn into Comcast High-Speed Online. They really have a nicer web portal and more freebies included. I was told by a tech that they tend to push a stronger signal than TWC so that could be really good. The change is only in the Houston market.
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