Skipping Lag, People Teleporting, 2-5 Second Delay, Fast-Forwarded

[Valkrist]

Don't get me wrong. I've called up TWC a few times and all they could do for me is honestly nothing. Even though I'm seeing problems from their node with a trace route, it's honestly not their node that's causing the problem. It's all of the Level 3 servers afterwards that are killing me. For me, this is a problem that is no longer in my control over.

[Raist]

Don't get me wrong. I've called up TWC a few times and all they could do for me is honestly nothing. Even though I'm seeing problems from their node with a trace route, it's honestly not their node that's causing the problem. It's all of the Level 3 servers afterwards that are killing me. For me, this is a problem that is no longer in my control over.

Bolded part my be your problem. You may not be getting escalated to the proper people. Have you been in touch with at least a Tier3 technician? Those T1/T2 helpdesk guys can't do much more than check their logs for reported outages and check the logs on your modem to verify your signalling looks good on your local segment.

Have you tried the support portal online? Reported things in their forums under the connectivity section? Threads are regularly popping up there about these issues.

The key question is whether or not you received or requested escalation to a higher level of support to have them investigate your particular route to SE's servers, or just dealt with the generic support team that work from the script.

[Valkrist]

Bolded part my be your problem. You may not be getting escalated to the proper people. Have you been in touch with at least a Tier3 technician? Those T1/T2 helpdesk guys can't do much more than check their logs for reported outages and check the logs on your modem to verify your signalling looks good on your local segment.

Have you tried the support portal online? Reported things in their forums under the connectivity section? Threads are regularly popping up there about these issues.

The key question is whether or not you received or requested escalation to a higher level of support to have them investigate your particular route to SE's servers, or just dealt with the generic support team that work from the script.

I don't know if you mean to sound condescending or not, but it did come across that way. I've spoken with 3 level 3 techs from TWC regarding this and have had lengthy sessions that have lasted over 2 hours each troubleshooting everything from the power sockets to their backbone. I've had my cable box replaced and had local level 3 tech in charge of the local office come over to work on the cable box not only outside my house, but had them check the signal for the entire street that I live on.

So don't automatically assume that people haven't escalated issues just because they're posting on a forum to interact with other people suffering from the same problems.

[Raist]

I don't know if you mean to sound condescending or not, but it did come across that way. I've spoken with 3 level 3 techs from TWC regarding this and have had lengthy sessions that have lasted over 2 hours each troubleshooting everything from the power sockets to their backbone. I've had my cable box replaced and had local level 3 tech in charge of the local office come over to work on the cable box not only outside my house, but had them check the signal for the entire street that I live on.

So don't automatically assume that people haven't escalated issues just because they're posting on a forum to interact with other people suffering from the same problems.

Wasn't trying to be condescending, and wasn't assuming you didn't get escalation. You simply stated you called them a few times, so wanted clarification on just how far you've been able to take it. Way too many people settle for what they are told over the phone and never get past those lower level people. Wanted to make sure just where you stood in the progression. Really sucks they've been that unhelpful with your problems. I've been lucky with pretty much one email exchange to get them fixing things on my routing. It's amazing how different things can be from market to market.

Really miss how it was under the RR name--I could just go straight to the operator and ask for Tier3 and get someone that would actually do something to fix the problems. I've found I do better to not even use the phone anymore unless it's to report an outage--I just contact them through the website and via email anymore for anything else. Seems to be more effective, even though the response may be slower.

One thing that really strikes me as odd in your situation, is why they are looking at everything on your local segment if you've fingered an issue with their routing partner? Sounds more lik they are suspecting a signalling issue with their hardware, when it is something going on with their partner. Perhaps it needs further escalation, maybe some trace data needs to be sent to the regional NOC or something.

{Edit:}
grr... seems they've gone and updated whois data again. Not seeing direct contacts. Looks like they've gone the way of the generic address now. Not sure how much traction you will get out of it, but you could try sending a short note about the packet loss you've noticed and paste in a tracert or pathping report to this email address:

hrn.ipaddreg@twcable.com

That is still showing on their ARIN record. Only other ones I'm seeing now are the more generic ones in whois:

ipaddreg@rr.com
abuse@rr.com

Who knows, might manage to leapfrog your local guys and get someone further up to take notice.