Time Warner Outage – Update

81bcixH0KxL._SL1500_[1]Today, I had to take off my shirt, as I worked up a sweat installing a new cable modem for my client. After a solid week of trying different things to get TWC Internet “service” up and running, I finally resigned to buying a new cable modem from Best Buy (funny, I almost said Fry’s!). Working with Tier 2 support at TWC, we got it provisioned properly and brought up wireless service in this very large home.

There is no way to justify this expense. My client has paid hundreds of dollars. I have spent many, many hours in support of this effort. In the end, TWC support did little to resolve the issue for their customer. If anything, the problem was made worse by their inability to replace the modem by sending a competent technician with said replacement at no cost to their customer.

I’m not sure how I feel about the whole thing. As much as I need to be paid to provide computer and network support to my clients, my position on this one is that Time Warner should have been able to produce the same result, without my help.

It’s kind of sad to think that making money would end in frustration for me. In future cases, I may simply advise my client to scream as loudly as possible on calls to support and to persist in being the squeaky wheel, until they get resolution from the company they pay for their service. If I were a TWC technician, I would be ashamed. As it is, I feel bad enough that it took so long and so much effort to resolve this problem.

I’m done, but I’m not happy about it. In fact, if this client loses Internet service again, there is nothing more I can do to effect a cure. This is a sad state of affairs, indeed!