Quote Originally Posted by BLaCKnBLu3B3RRY View Post
someone else also mentioned something about the T3 support. but Time Warner doesn't even know what that is.
Then you simply aren't talking to the right people. Tier 3 is an industry-standard term within the support structure. The guys that answer the phone and the ones that come check your local lines are in the first two tiers...the third tier is basically people like network engineers/admins that deal with the higher level stuff deeper into the networks. Company policies will restrict the tools and remedies available to the lower tiered support you seem to be dealing with.

Your local guys can't do much of anything that is beyond your pole or elsewhere on the local lines and equipment. Once you start getting into issues regarding the CMTS or deeper into the route, it simply is the responsibility of a higher tier of support--which is why you need to be dealing with at least Tier3. And They DO have a department for that. When I was working on implementations I used to have a number that went directly to them, but now you have to be assigned a case number and password that routes you to a specific team of techs if you want to call them directly. Otherwise you have to go through the robo-menus until you actually get a person on the line and then have them escalate you to Tier3. It can be a bit tedious depending on the market, but it usually can and does pay off once you get them involved.

I strongly advise you take this to the TWC forums and/or that email I provided earlier. Those people can better advise and/or escalate your problem towards a proper solution if it indeed is an issue along your route--but you won't know that for certain until you pull in the proper people to investigate. While you are dealing with them, you may want to mention how you have been charged for local investigations that have made no progress--you may get lucky and get some credit back to your account (mileage will vary, but you won't get it if you don't ask for it).