a l e x f a l k e n b e r g

It’s been almost a month since I last posted about this. Too ticked off, generally.

No change. No response. Nothing.

It’s being suggested over at TechCrunch that Twitter is some sort of magic bullet for solving issues not terribly dissimilar from my own here with Time-Warner Milwaukee. I’m not sure I buy it. I’ve been posting on Twitter a little about it, and I’ve been keeping a separate log of sorts on Twitter as well, and it’s had zero effect on our getting any sort of resolution from TWC-Milwaukee or Roadrunner.

Maybe Twitter is one way to stay on top of customers. Comcast is apparently better at this than TWC/RR, although I don’t know if it’s an officially sanctioned, company-created/endorsed program or a Comcast employee that just happened across an A-lister with a substantial online voice and decided to lend a hand for whatever reason.

In any case, be it Time-Warner or Twitter, neither has done much at all for me in my own situation.

Of course, I probably shouldn’t expect Time-Warner or Roadrunner to track issues on Twitter or anywhere else if they can’t even respond to direct contact from customers…

Welcome to any TechCrunch readers, btw. I’m told a friend of mine has commented on the Comcast thread there… Feel free to help me yell; I don’t have quite the publicity-generating range of the top bloggers and A-listers who get CEOs bending over backwards for them every time they so much as sneeze.

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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:

• @TWCMKECblMdmLog
• @alexfalk

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.