Category Archives: incompetence

Tracking Time-Warner/Roadrunner Cable-Modem-Constantly-Rebooting-Again Problem

We had this problem last year with Time-Warner/Roadrunner-Milwaukee and it appears we’re having it again now. Constant, random cable modem reboots off and on all day. Yesterday, 45 times. In one day.

Can’t ssh/telnet, can’t do any audio or video streaming. Can’t do downloads, OS updates, Tivo updates, online gaming, no remote-desktop sessions… No file transfers or data backups. And our Vonage phone service? Dropped calls.

We’re being a lot more open about the issue this time than last year when this very same thing happened, because Time-Warner/Roadrunner never actually fixed anything…

In fact, they never contacted us at all.

We had a lot of days of 100+ random cable modem disconnects last year. The random-rebooting problem kind of “went away” when they upgraded their package speeds. We put up with it last year for most of the year, initially with constant disconnects, and then with severely reduced speeds.

We never got a solution or any real help with the problem last year, and it went on for most of the year, with us paying full price the entire time (with a couple of minor loss-of-service credits along the way that ultimately didn’t matter).

You’ll notice 10 most recent Twitter entries in the right sidebar for the TW/RR tracker account. And you’re certainly more than welcome to directly follow either the TW/RR tracker, or Alex, or both, on Twitter itself:

We’ll probably be opening up posts from last year’s incident that have been locked down… We’ll post again if/when that happens. Mostly a direct letter to TW/RR and some logs from the modem back then, with accompanying commentary. Boring, maybe, but also possibly insightful.

We want to be clear that all we’re after is the properly working service we’re paying Time-Warner/Roadrunner for. Hopefully they can figure out a way to make that happen, soon.

Citibank Can’t Help But Suck… So Goodbye, Citibank!

I give up.

They’re either completely stupid, or they’re trying to game me somehow, I don’t know. And I don’t care.

I’ll be taking my business elsewhere, right away. There are plenty of providers out there, and it’s not a problem for me to find a new one. Some are even eager to help their customers!

Maybe they’re hoping they’ll get me to call in so they can hit me up with some “must-have, can’t miss!” offers. Seems more likely at this point that they’re actually just really, really dumb. How hard IS it, Citibank, to plug my current balance(s), however you calculate them, into my soon-to-be new terms, and come up with an estimated payment amount?

Anyway, forget it, Citibank. And, umm, shove it. No one should have to ask ANY company a half-dozen times or more to answer what should be a very simple question.

Worst. Customer. Service. Ever.

Citibank Sucks Some More

So I send Citibank another request (now the 4th time asking the same question) for the straight, simple answer to my simple question.

All I want is for them to give me a ballpark figure on my new payment amount. A simple number. I’ve been repeatedly outright ignored and given one math puzzle so far. Our exchanges via their website have been going on since Nov. 24th.

This time Citibank replies with:

We apologize for any inconvenience this may have caused you.

We appreciate your feedback. Our goal is to provide you and all our customers with the highest standard of service in the industry.

To better assist you regarding the minimum due amount on your account, please contact us at 1-800-950-5114. We are available 24 hours a day, 7 days a week. Outside the U.S., call collect at 605-335-2222.

My reply:

Citibank, I WILL NOT CALL YOU for this information.

I’ve asked repeatedly, and continue to only get the runaround, over and over and over again. Completely unacceptable.

I’m VERY angry about how I’m being treated. Do not expect my business relationship with you to last much longer. I may also consider making a formal complaint to the Wisconsin Attorney General and Consumer Protection offices.

Never, EVER, have I been treated so poorly before. And please, stop apologizing, because clearly, VERY CLEARLY, you guys really don’t care at ALL.

So hey, answer the question…or don’t. At this point, the damage is already done.

Citibank is clearly and completely failing at their goal of “the highest standard of service in the industry”.