Comments on: TimeWarner’s Road Runner Service Couldn’t Possibly Be Worse

By: Leo in Texas

Leo in Texas — Tue, 07 Jul 2009 12:29:53 +0000

Time Warner in San Antonio is outsourcing-in the Philippines.

By: HighCastle

HighCastle — Wed, 03 Jun 2009 23:32:38 +0000

Switched to Road Runner Lite a few days ago because my DSL service would reset every time the phone rang. The good news is we can now use the phone without inturupting Internet service.

But this is the slowest connection I have seen in years (since the days of dial-up). Time Warner’s Road Runner Lite is good for checking email or light web browing. No good for streaming video (even low quality video) or sharing files.

I regret switching. Losing connection all day was preferable to this.

By: RacerX

RacerX — Fri, 08 May 2009 14:49:44 +0000

Sorry to resurrect an old thread.. but I just started having packet drops on my line.. went through a couple calls to cust svc (yes, phillipines), and they can’t see any trouble. The only thing level 2 tech did was remotely reset the modem. Then he proceeded to tell me it was my computer/equipment.
It was working okay last night.
And I can see the dropped packets via ping in a dos box.. Just talking to a wall with those guys.

Anyhow, thankfully Windstream is available. I called and they’re installing in 10 days. Hope they’re better. Been wanting to cancel twcohio for years.. finally doing it. Maybe they can pick up some more customers in india or the phillipines.
F-ers.

By: jim euler

jim euler — Tue, 20 Jan 2009 01:28:47 +0000

I have spent the past 8 hours off and on on hold for Roadrunner level 3 tech support. The call center in the Phillipines takes your call and promises someone will be right with you. Your call is then placed on hold. NO ONE EVER ANSWERS. The worst customer service I have ever experienced.

By: Terry

Terry — Tue, 06 Jan 2009 14:26:00 +0000

Ditto, double ditto. Things have not improved with tw since ’07’s original comment. I’m also in a cable monopoly situation. I tried to switch to TW business class phone for two months. Such incompetance you would believe knowing TW. I’m convinced the phone service operators are specially trained to obfuscate a simple problem. I’m going to switch cable, internet and phone as soon as I can find a real service.

By: Phantom

Phantom — Sun, 23 Nov 2008 05:26:26 +0000

hmm….. sorry to hear about your [orig poster] d/l problems, ive always had failed experience when dealing with RR phone techs also, but, im not the average computer user, i have a lot of extensive tech exp, so when its time for me to call them, its not something they can usually fix over the phone and a house visit is usually in order. now, MOST of the time i have internet connectivity issues and they come out to my house, 90% of the time the problem is fixed, and the 1 time it wasnt fixed was because [this is for the other linksys users], my 8 yr old router was weak link. my download speeds would be great, then awful, great, then awful, and since RR does not support Router tech support, and they shouldnt be expected too, the servicemen had replaced all my lines form the road to my PC and still we had problems. i went out and bought a new router and voila, im back in the green again. i bought a netgear router this time, btw.
not getting anywhere with the phone tech support? my advise is get them to open a service ticket and send out a serviceman to check your lines, etc.. always works good for me.

By: beast-usa

beast-usa — Thu, 28 Aug 2008 01:22:21 +0000

OK I’m also stuck with TW/RR the worst Internet I have ever used! I think they try to guess who is using torrents, if your always downloading …must be on a torrent…throttle back! Then if you call
in 45 to 50 minutes later they transfer you to the next tier of support. You end up after 1 1/2 hours on tier 3 where they tell you nothing is WRONG! So then I say all the people around me have the same problem? Then the brain dead person on the phone tells me maybe it’s my modem? (it’s the junk modem from them they make me use!) Then I tell them again …it’s not just me it’s all of us? They tell me again it’s MY MODEM!
Then I say … OK so my DAM MODEM RUNS ALL OF COSTA MESA? YOU BRAIN DEAD J/A! They throttle for gaming?
is it that they are soooooo stupid they think gaming is torrenting? If you can use anyone else DON’T USE TW/RR! …My speeds 100/kbs down 12/kbs up (when they throttle) I pay for 10,000/kbs 1,000/kbs, and it does hit that speed until you try to use it!

By: deadcat

deadcat — Sat, 23 Aug 2008 16:24:59 +0000

Had TW for 10 now – hate them! My Linkysis loses my connection constantly. I can’t figure a pattern out – signal just goes away whenever it wants. I turn off the router and back on and the signal is back. It might stay for an hour or a 3. I’ll start up some downloads before I head out the door in the AM, everyday when I come home…offline.

I’ve called them – they won’t support me because I use a Linksys router and refuse to acknowledge the problem.

As other have posted – speed dries up like a well in Death Valley when I start tapping News Demon.

By: Wrapped around the axle

Wrapped around the axle — Sun, 13 Apr 2008 04:07:14 +0000

Reading all the comments about TW has been good threapy for me! I thought I was the only one who was getting yanked around by them! In trying to find out why TW e-mail won’t send my mesages anymoe, although I can receive them. I spent about 20″ looking for help but each time I seemed to begetting close, it reverted into a closed circuit self licking ice cream cone. When I finally got what looked like help, it was in the form of a download program that I had to use to troubleshoot TW’s system myself! Why am I paying TW’s high prices for them to task me with their troubleshooting & maintenance? I will switch as soon as I can find any other service for the same speed & price.

By: Dan Walter

Dan Walter — Sat, 15 Mar 2008 19:24:40 +0000

Road Runner has been pretty good for me for YEARS without a problem. Only recently have I experienced a problem that MIGHT be related to Road Runner… I’ve lost access to my websites. I’ve done everything I can possibly think of to gain access but notta. Everyone tells me they can see my sites just fine .. and on occassion so have I’ve seen them and even been able to access the control panel then it all just stops working. My host tells me there is no problem on his end. But I’ve learned others have had a similiar problem and it lead back to their ISP. Now, I don’t look forward to telling Time Warner they have a problem because I know it’s going to be like doing the rounds with a bunch of two-year olds … :O/

By: Tekkfu

Tekkfu — Thu, 14 Feb 2008 14:48:31 +0000

I live in Queens too and I have the same problems with TWC. My internet if very flaky and drops off all the time. If i try to use BitTorrent on my mac or PC ….it drops in a min or two. I have to reset my router and TWC modem to get it back.

Is there a way to trick TWC by using a different port on your router for the traffic from BitTorrent…I wonder.If I find anything I will spread the info.

Also theres no DSL in my part of the woods in Queens ,so I have to stay with them. Fios would be nice….O well for now,I guess I wait.

By: Time Warner NYC is very bad...I have trying to get them to fix a router proble...where my Apple Airport Extrem gets kicked of their network anytime I use Azureus..

Tue, 15 Jan 2008 01:32:53 +0000

Time Warner NYC is very bad…I have trying to get them to fix a router problmem…where my Apple Airport Extreme gets kicked off their network anytime I use Azureus..

By: James in Texas

James in Texas — Fri, 11 Jan 2008 04:34:56 +0000

I agree – Time Warner sales/service people don’t know beans about their products, their products ar unreliable and the attitude of their phone personnel is the worst. I’m off RR by tomorrow morning and will never use or recommend them ever again. Too many better value choices in the market place for TV and Internet – Time Warner is NOT one of those choices.

By: Jay

Jay — Tue, 13 Nov 2007 13:40:54 +0000

When RoadRunner is setup and running right it’s fabulous. If there is a problem, you might as well cancel the service because it will take weeks if not months to get it fixed. They have THE WORST CUSTOMER SERVICE possible. If there was ever a good argument for outsourcing, this would be it.

I am fortunate since I live in a town with municipal cable and Internet service and was able to switch services faster then Time Warner could even get out to fix the problem (it was the whole neighborhood that was down but they couldn’t even figure that out and kept insisting it was just us even though we talked daily with our neighbors who were getting the same response from TW customer no-support). When the muni cable installer showed up he said they get 80% of their business from people that are feed up with TW’s customer service.

My brother was so frustrated with TW’s 2-4 week response times when his service went down (always in the same place out on the telephone pole in front of his house) that he switched to satellite Internet service which is painfully slow and more expensive but it was his next best option.

Time Warner’s North East Ohio service is so bad, the next time I move I will make sure that it’s not in an area supported by TW. THEY SUCK…….

By: Anonymous

Anonymous — Fri, 02 Nov 2007 19:41:33 +0000

fuck road runner

By: Tom

Tom — Tue, 18 Sep 2007 00:24:37 +0000

Road Runner’s customer service is particularly poor. Due to Road Runner’s error in not verifying customer email addresses, Earthlink has blocked all Road Runner customer addresses in Central Fla, marking them as spam. When contacted, Road Runner’s Help Desk 1) took forever to answer (literally 30 minutes on one occasion); 2) technicians did not understand the problem and insisted it was not Road Runner’s problem; 3) did not acknowledge the area-wide problem; 4) neglected to escalate the issue to their own fraud and security divisions; 5) refused to assist customers with resolving the issue, and 6) insisted the customer had to resolve the issue with Earthlink. The question is, for what are the customers paying these high prices? Certainly not service. In addition to the connection problems expressed here, Road Runner cannot or will not provide support even when the problem is with their own email servers.

By: Al

Al — Fri, 07 Sep 2007 01:46:41 +0000

I agree with you on their customer service. Whenever I call I just get a long wait after going thru their voice mail. I’m from Milwaukee and I know there are other services out there at a more reasonable cost. I intend to drop them too. Wish me luck.

By: Denis

Denis — Tue, 28 Aug 2007 15:46:02 +0000

I have Earthlink via Time Warner Cable but my video services are with DishNetwork. I can not tolerate Time Warner’s crappy video quality.

By: Mike K.

Mike K. — Tue, 28 Aug 2007 05:04:15 +0000

Good luck changing providers. In most areas in NYC where Time Warner provides service, they’re the ONLY provider. I recently set up a commercial account in Brooklyn, and they were the only game in town… I said the magic word “monopoly” on the phone and they got all indignant. So I apologized profusely and corrected myself with “price gouging for crappy service.” Not to mention the borderline retarded technicians… the guy who installed my commercial setup didn’t bring his own tools, and I had to redrill all the holes he made myself. Luckily the account was in a local pub, so I was able to down a few whiskeys afterwards to partially erase the memory.

By: L.T.

L.T. — Tue, 28 Aug 2007 04:50:07 +0000

TW is the only cable provider in my area, thus my only choice, and I’ve also found upload speed very slow and customer service generally abysmal. In 8 years, I have never once had a call rep find my account on the first or even second try. They can’t find me by phone number, they can’t find me by address, they can’t even find me with the account number on the fucking bill I just received from them. I have to pull out the work order number from the original installation receipt before they can figure out who the hell I am. Every. Single. Time. There’s no excuse for this. But there’s also no alternative.