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Time Warner Cable update

So, I finally mustered the strength to call TWC yesterday evening and see about lowering the rate. The first person I reached said it should be easy to lower the rate, but that was handled by their retention department and transferred me immediately. Once I connected there she explained it would be possible to lower the rate. However, she suggested I wait until 15 March. She noted I just came off the promotion and 30 days after one comes off that promotion (sort of cooling off period) my options for a lower rate are much better than they are now. I thanked her for that info and have no problem waiting for a few days to renegotiate again.

Before I let her go I checked to see what my download/upload bandwidth should be based on my current plan. She said it should be 7Mbps/384kbps. I explained I was only getting about 4Mbps for a very long time. I recognized she was not technical support, but she took a moment to look at my account. She came back and immediately bumped me up to the turbo account for 10Mbps/512kbps at no charge, permanently. She asked I try that out and see what happens. So, I can keep this new setting for the long term and stay at $55/month. If I come back and try to renegotiate a lower rate on 15 March, then they can't guarantee the setup I have now. So, I'll check my options then. Part of me says stick with the 7Mbps rate and lower the bill back down, but I'll look at that later.

However, after rebooting the modem, I still barely make it to 4-5Mbps, but I do get 512kbps up. So, later today, I'm going hookup the modem in the garage where the cable enters my home, plugin the laptop directly and see what kinds of rates I get. I have to eliminate my home wiring first before I call to report this problem. Of course, this still could be an old modem issue.



( 4 comments — Leave a comment )
Mar. 6th, 2010 06:32 pm (UTC)
When I have had speed problems I have found the cable modem is usually to blame. They seem to wear out every 4 or 5 years for me.
Mar. 8th, 2010 01:05 am (UTC)
The 4100 is a REALLY old modem. I would get at least a 51xx series or 6xxx series. You want at least a DOCSIS 2.0, but since they are moving towards 3.0 for the next generation of high speeds already, I'd look for one that is rated for 3.0. I think most of the newer ones are firmware upgradeable. If you go to you can see the signal levels in the modem. If you are getting at least -5 db or higher, your signal is good. The spec says anything down to -15 db works, but that is really pushing it. Your upstream will max out around 52db, that will tell you if the modem is havng to shout to be heard upstream.
Mar. 8th, 2010 04:41 am (UTC)
Ahhh, good point. I just checked those levels now...

Downstream: +1 dBmV
Upstream: +30 dBmV

Since these seem to be reasonable, sounds like it's just a very old modem I'm contending with here. It's the one provided by TWC so I'll want to run that through tech support (ugh!). The service includes that equipment, so they should replace it as they have in the past. I still want to test things without the hose wiring and router removed to see if that makes any difference so that I can at least rule that out.
Mar. 8th, 2010 05:50 am (UTC)
Those are great levels. 30dB upstream means that it's hardly having to try. I'm at -6dB down and 54dB up, and I'm still getting 15Mbps down and 7Mbps up from Comcast, for $45 a month, using a Moto SB5101.
( 4 comments — Leave a comment )

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