It feels like deja vu all over again. If Time Warner Cable (Roadrunner) is your ISP, and you have been having spotty Internet service all week, it’s not simply that Mercury is in retrograde. I have been having “server not found” problems all week, and called TWC tonight. They said they are having an L.A.-area-wide problem. They didn’t know if it’s hackers this time. I demanded credit for my lack of service, and they transferred me to another department (accounts or billing) . They then issued me a $15 credit for multiple days without full service. I thought that was a generous offering, since it represents at least 10 days of service.
Of course, that still doesn’t solve the service problem. In the meantime, don’t forget to save your blog posts and other online writings in progress, early and often.
(Travis, sorry for stepping on your post so soon, but I thought that, if others are being driven nuts by this problem like I am, they would want to know about this asap tonight. And if I wait, who knows if I would be able to publish it at all?)
If you are in the Los Angeles area and Time Warner’s Roadrunner is your ISP, then you’re lucky to be online right now. I know I am. After three days of intermittent service outages and several phone calls, I was finally told by Time Warner’s Internet department tonight that the company’s Los Angeles area servers have been “under attack” for days or even weeks. Presumably, that means by hackers. No concrete estimate from Time Warner as to when they will have the problem under control.
If you’re a Roadrunner customer and have been experiencing these service outages, I recommend that you at least call Time Warner and request credit for lack of service. In my experience, whether or not Time Warner says otherwise, they never grant such credits unless customers call to request them. Oh, and expect to be placed on hold for a while when you call.
I moved last week–just five miles down the road from Encino to Sherman Oaks (S.O. represent!). It seems like a short move like that should be a simple thing, and yet, somehow moving is pretty much the most freaking stressful thing in the world to me. Something about seeing all my worldly goods piled in cartons and figuring out what to keep and what to jettison. (“What about these doilies? I never use them for anything, but Aunt Dottie tatted them, and she’s dead now…”)
Having made two moves within LA (well, within the Valley) since I’ve been here, I can now safely conclude two things: 1. Time Warner will make the move worse, and 2. Delancey Street will make the move better. As I said, the move was relatively simple and Time Warner’s job was correspondingly so: on Friday, the day of the move, they were to transfer my Internet service from my old address to my new one. I was amazed when I was easily able to make an appointment for installation on the afternoon of the move. “Perhaps they’ve turned over a new leaf,” I thought, “Maybe they are actually doing their job competently.” Yeah. And maybe monkeys are flying out of my butt while I am typing this blog post. What actually happened after the jump, plus a pitch for Delancey Street. Continue reading It was the best of customer service, it was the worst of customer service