*Update #6″ – 09:42 am – I think whatever was broken is fixed. At least everything appears to be working. 17 hour outage. Fun stuff.
*Update #5* – 06:57 am. Still can’t browse the Internet, so I guess sleeping on it didn’t help either. I can ping Google.com, but I can’t browse to it. Non Web Mail works pretty good (only times out 30-40% of the time)
I guess I’ll head out to The Cowboy Breakfast and see if it’s working when I get back. Oh – and I got the following email sometime in the last few hours. Guess how I’ll be responding?
Road Runner Support 26, 2007 3:35 AM
subject: Road Runner Wants To Know What You Think
Our records indicate that you recently contacted Technical Support for assistance with your Road Runner high speed data service. In order to improve the quality of our technical support operations, we would appreciate it if you could take a few minutes to provide us with feedback on your experience.
You can access our brief survey by clicking on the following link:
Thank you for your participation, and for choosing Road Runner.
Director of Customer Satisfaction
Please do not reply to this message. This email was automatically generated from an unmonitored mailbox. If you require further assistance with your Road Runner service please visit us at help.rr.com where you may find information on frequently asked questions and how to contact us for support by phone, email, or chat.
*Update #4* – 12:57 am. Finally got through to Time Warner – in Georgia. They tell me it appears San Antonio is experiencing some major issues (I kinda figured that one out). They were nice, but they can’t help me tonight. Had I known this hours ago I would have gone somewhere else to finish my work. Heavy Sigh. I’m going to bed – and like a wrenched back or a bad headache, I’ll just hope everything is better when I wake up.
*Update #3* – 12:15 AM – On hold for well over an hour, I put this sound clip on infinite loop and placed my telephone next to it. I’m going to sleep. I won’t be getting any satisfaction on this tonight, I don’t think. I wonder how they will like listening to a recording for a change?
It’s now 11:26 PM. It’s been about 7 1/2 hours and my cable modem and Time Warner Digital Phone still aren’t working correctly. I’m on hold with Time Warner now. I’m amused that they are trying to sell me stuff (not really) – especially a Digital Phone (which I have, but you can click the link below and judge the sound quality for yourself).
Time Warner Digital Phone (Tech Support on-hold recording). Sounds like horny chipmunks overdosing on Viagra, doesn’t it?
So I sit here on hold for 40 minutes or so (so far). The recording tells me that “all services are affected” for two zip codes. Mine wasn’t one of them. I have no idea how close the other two zip codes are to my house. We have a LOT of zip codes here in San Antonio. If I could Google those Zip Codes, I would. But my Internet is down. So that’s not an option. Every 15 seconds or so a chipmunk comes on the line and tells me that all the agents are still busy (or silly buttheads – I can’t tell for sure). The music sounds like a CD rolled around in the trunk with about thirty pounds of loose nails for a month. Except every now and then I hear the horny chipmunks telling how much they appreciate me as a customer. I think. They could be telling me to go screw myself. Nice! I’ll stay on hold until I fall asleep, or they answer – whichever comes first. So I’ll post this update now, and may or may not have another one before the morning.
* Update * 10:33 PM – this still isn’t fixed. DNS is still whacked. I can ping web sites I can’t browse to. I’m giving up on working tonight – so let’s see 0- this is about 6 hours of my time that Time Warner has caused me to waste today. If I’m not online, I’m not working. *sigh*
It’s 5:28 PM. My Time Warner phone and Internet have been out for ~90 minutes. My TV still works (thankfully). Calling Time Warner on my cell phone doesn’t help – I get an immediate busy signal. On both the generic number and the direct tech support number.
If I could access my blog I would link to my other problems with Time Warner. You can always do a search on the right sidebar. I have created a new category though, “Time Warner San Antonio”
Am I pleased? Yeah, right. Not likely. It’ll be hard for Time Warner to make me a happy customer now – even with people like Kami calling me on a Saturday to offer help. Somehow I think she can’t help on this one. Most of my neighbors are dead in the water as well – and unhappy as well. I had to call a friend all the way across town to find someone with service. This one looks pretty widespread.
Of course, I can’t post this until I get my cable modem back online (I mean, until Time Warner gets my cable modem back online!). I may update this post in the interim. For now I am resisting all my urges to call AT&T and get DSL and a dish. I’ll see how long this lasts, and see what explanation Time Warner has for it (if any – normally they don’t tell you WHY you weren’t getting what you paid for. But they WILL remind you that they do not guarantee uninterrupted service).
6:10 PM – Finally get through to Time Warner’s automated phone mis-attendant. “We are currently experiencing problems in your area. Technician’s have been dispatched. We can provide no further service until the problem is corrected“. Great. That gives me a huge warm and fuzzy! Why not tell me WHAT is broken, and how long I might expect it to stay broken? Tell me something – I already knew it was broken!
Here’s an interesting idea – since my cable TV almost always works, even when my Internet and Internet Phone don’t, why not put a scroller on the TV telling me “We know it’s broke. We’re working on it. It’ll be another 2 hours or so”? Or put updates on a specific channel and direct me there? It would save me (and presumably thousands of others) from jamming up the phone system – trying to make sure you at least know my stuff is FUBAR’ed. This is the age of communicating with customers – and that means near real time communications. And open communications. I know computers break. I know people run into utility poles. I know people make bad changes to routers or switches. Things break. People screw up. I wish they didn’t, but they do. I can deal with things breaking, but it’s very frustrating to not know what is happening – especially when Time Warner has the ability to inform me.
6:20 – Phone and Internet (kinda) are back online. Will I ever find out what happened? I doubt it.
7:07 – Still screwed up. I can access some things, not others. Seems like DNS is whacked.
7:42 – everything is finally working now. I really wish I knew why it broke.
I’m including a link here to Time Warner San Antonio so they can find this post.