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I just wanted to vent a little bit, and ask a couple questions.
My company has Time Warner Business Class, and for the last two weeks we have been having intermittent outages. The link will drop for about 5 seconds then come back up.
9/12 - I called them about it on the 12th per the president of our company. They sent a tech out who checked the modem and said it was fine and that he would set up a monitor, and for us to call if it happened again. Tech says it's probably our network configuration.
9/13 - 9/16 - Nothing our of the ordinary, or at least that anyone noticed.
9/17 - Internet goes down at approx. 8:00 AM for ~10 seconds. Call Time Warner. Tech says they do not see any drops, and that the initial tech did not set up a circuit monitor (surprise!), so she can't look back over the weekend. She says she will set up a monitor on our modem and the circuit, which I wait for her to do while I am on the phone. We hang up and nothing bad the rest of the day. Again, they are pointing the finger at our network configuration and firewall.
9/18 (today) - Internet goes down again around 8:30 AM for 10 seconds, comes back up. I call back and get someone offshore, who says there is no monitor set up and she sees no connectivity issues and has me reset my router. Everything appears fine and we go back to work, and AGAIN they point the finger at our network and firewall! At about 1:30, the internet goes down for a full two minutes. As soon as I notice it, I run into the server/network room, and I see all the lights on the modem flashing amber, which I promptly take a picture of, and call up TWBC again. Get a tech who is in Austin. Says he sees the connectivity issues, and that since they set up the monitor yesterday (which magically he can see when the offshore incompetent lady named "Joan" could not) that our internet has bounced about SEVENTY TIMES. He says he sees the modem reset at 8:30 AM that the other tech had me perform, and he sees a mysterious spike in bandwidth between 11 AM and 12 PM, saying it went from 2 Mbps to 25 Mbps and that our ping has slowly increased throughout the day from 28 ms to 750 ms. He is sending a tech out. I told him to send the tech with a new modem, because this sounds like a modem issue to me, not a firewall/network config issue.
Is this standard Business Class SLA treatment? This is worse service than I get at home with my FiOS residential SLA!
My company has Time Warner Business Class, and for the last two weeks we have been having intermittent outages. The link will drop for about 5 seconds then come back up.
9/12 - I called them about it on the 12th per the president of our company. They sent a tech out who checked the modem and said it was fine and that he would set up a monitor, and for us to call if it happened again. Tech says it's probably our network configuration.
9/13 - 9/16 - Nothing our of the ordinary, or at least that anyone noticed.
9/17 - Internet goes down at approx. 8:00 AM for ~10 seconds. Call Time Warner. Tech says they do not see any drops, and that the initial tech did not set up a circuit monitor (surprise!), so she can't look back over the weekend. She says she will set up a monitor on our modem and the circuit, which I wait for her to do while I am on the phone. We hang up and nothing bad the rest of the day. Again, they are pointing the finger at our network configuration and firewall.
9/18 (today) - Internet goes down again around 8:30 AM for 10 seconds, comes back up. I call back and get someone offshore, who says there is no monitor set up and she sees no connectivity issues and has me reset my router. Everything appears fine and we go back to work, and AGAIN they point the finger at our network and firewall! At about 1:30, the internet goes down for a full two minutes. As soon as I notice it, I run into the server/network room, and I see all the lights on the modem flashing amber, which I promptly take a picture of, and call up TWBC again. Get a tech who is in Austin. Says he sees the connectivity issues, and that since they set up the monitor yesterday (which magically he can see when the offshore incompetent lady named "Joan" could not) that our internet has bounced about SEVENTY TIMES. He says he sees the modem reset at 8:30 AM that the other tech had me perform, and he sees a mysterious spike in bandwidth between 11 AM and 12 PM, saying it went from 2 Mbps to 25 Mbps and that our ping has slowly increased throughout the day from 28 ms to 750 ms. He is sending a tech out. I told him to send the tech with a new modem, because this sounds like a modem issue to me, not a firewall/network config issue.
Is this standard Business Class SLA treatment? This is worse service than I get at home with my FiOS residential SLA!
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