Kudos to TW/RR customer service

stevech

2005-04-08 05:12:32 UTC

Well, despite the fast response site visit by RR tech, the problem persists.
Every day there are several periods of time where the Modem's receive light
is on but the Send light just flashes. No on-line light. Eventually (hours
or minutes) later it does synch and go on line at which time the upstream
signal is at max (58dbMV). Much later, the level will fall to 35dBmV. This
all indicates a problem with the RR outside plant, if you ask me:
interference or a bad modem in the neighborhood or some such.

Post by stevech
Rarely do I heap praise, but...
Last thursday my RR service ceased working. Cable modem (SB4100) kept
dropping synch, resetting itself, and the SEND light would not go steady
(receive OK). Upstream problem (again).
Problem persisted for two days. I rechecked my inside wiring. No changes, no
reason to suspect it. Web page for modem showed high upstream signal
(53dBmV, not good).
Called on Saturday afternoon for service.
Modem began to intermittently work before tech came.
Tech came out early Sunday (Easter holiday). Reasonably competent. Replaced
modem. Agreed it's probably a cable plant problem in the upstream. Logged a
service call for cable maintenance.
Cable maintenance came on Monday AM. Don't know if they did anything.
I can't say for sure that the intermittent problem is cured.
But TW gets an A+ for effort.