Total Serious Happy Thread

[Ghoulish Delight]

Time Warner ftw! (I know. I'm scared too)

Been having serious network speed issues for a couple weeks. Completely unable to stream video, larger files taking forever to download, web pages needing to be refreshed to finish loading.

It appeared to me to be a problem on TW's side of things, but I hadn't gotten around to doing the trouble shooting steps I needed to do before calling (namely taking the wireless router out of the equation and confirming that the problem was still there connected directly to TW's modem). It finally got bad enough last night. I tried everything and definitely narrowed it down to a problem with the TW hardware. So I called.

Awesome things TW did:

1) Answered their phones at midnight with live tech support and technicians that spoke perfect English

2) Took my word for it when I explained that I'd already done the basic troubleshooting steps (yes, I pulled the router out. Yes, I rebooted the computer. Yes, I rebooted the modem. Yes, I tried with different computers)

3) Spent a few minutes to do some diagnostics and positively identified an issue with their hardware (modem was dropping packets)

4) Authorized an immediate hardware replacement (well, the next day. It was 1AM). They offered a window this afternoon to deliver a new modem, but it was actually easier for CP to just go to the local office and swap it in person.

And voila, problem solved! Wish I'd taken the time to do it 2 weeks ago, but at least it was painless when I finally got around to it.