Quote Originally Posted by BLaCKnBLu3B3RRY View Post
you can only get user support on the forums. and i have already tried to email, asking specifically for tier 3 support. all they could do was schedule an on-site tech. in any case, i don't know... if they don't want to give me the proper support, then i just can't do anything about it. will just have to deal with it. anyhow, thank you.
They actually have representatives on the forums who may step in to arrange more direct support. There are also frequent posters there that can help you get in touch with better support options as well. As for them wanting to send techs out when you email them, I've gone through that scripted response as well. But after explaining how we've already gone that route and that is why I am contacting them for escalation to tier3 support and include another fresh sample of my modem log, signal page, and fresh ping/trace data...it pretty much nudges them in the right direction.

Once you go over your account details and you detail how you have had techs on site(at your expense), they should put in for escalation. Last time they tried to pull that tactic on me I took them to task for it as I'd played their game and replaced modems twice, routers twice, and ran new cables to no effect...one trip from a bucket truck down the street and two call backs later, I was back to low latency three days later.

The trick I've found is basically to not settle for the lackluster scripted replies, and to always use the reply button so each email shows the track record. I've gone through the process countless times since I was in their Beta group back in 1996. Most times I never needed to send more than a third email reply. By then they usuallly either changed the routing, or I would get a call back from tier3 to share information and discuss their plan of actíon.

You just need to be persistent with them. After all, you are paying them for the service and with that comes a responsibility for them to provide support--especially if it is their hardware or network policies failing to provide stable service. If you aren't getting adequate support, you need to demand it. Push for a supervisor or something. Until you hit the Admins in charge of the operations center in somewhere like Herndon, VA, there will always be someone higher up you can talk to.

There is also the threat to switch service too that you can try. Earthlink services many of the same areas at a discounted rate (they use TWC locally to get people to Atlanta and then switch you to their network). They even send you the bill through Time Warner's billing system. So you may actually have the option to change providers if you need to take that approach in order to get someone's attention.