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Messages - MediacomDrew

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1
Cable Support / Re: Voice out of synch with picture
« on: April 19, 2014, 09:02:30 AM »
I know that there can be some issues like this while the digital transition is underway; however, we're bringing this to the headend technicians so this can be looked into more closely.  I've sent across a series of signals that will reset the connection and attempt to sync everything up, but if this a more widespread issue from the headend itself, then this may do little good.  Let me know if you see this improve this morning at all, due to this syncing signal.

2
Internet Support / Re: Ultra 105 speeds around 25 Mbps
« on: April 19, 2014, 08:52:10 AM »
Good morning!  It looks like there may be some issues with the modem's current provisioning profile.  I've wiped this clean and built a new one.  Things are looking good now, but you may need to reboot your router before you see a change.  Go ahead and do this and then run another speed test.  Let me know if the results improve!

3
Internet Support / Re: Ultra105 speeds on the low side
« on: April 19, 2014, 08:41:17 AM »
As is the nature of these help forums, you will often see threads concerning similar issues as yours.  We do our best to work with these individual users to isolate the trouble and determine the best course of action.  In this particular case, all signal levels are optimal, I'm seeing great returns when pinging the modem, and area utilization is quite low- never peaking over 60%, even at peak times.  In order to look into this more closely, we'll need some additional information.  During these times, when you see this occur, bypass the router- connecting directly to the modem- and run both a ping and a traceroute to the affected server from your computer's command prompt.  Post this information here, and we can also run ping tests to the modem in real-time.  This can often help us identify any routers along the path that may be causing trouble.

4
Good morning Don!  I have gone ahead and removed the Home Networking codes and charges from the account for you.  While we are unable to transition the gateway into bridge mode ourselves, I have submitted a ticket with our Tier 2 team to have this done.  Depending on their workload, this can take up to 24 hours to be completed, but often much less.  Once this has been done, we'll touch base here!

5
Internet Support / Re: Iffy SE Iowa
« on: April 18, 2014, 12:17:20 PM »
Sorry for the delay- I'm getting this scheduled now.  I'll send you a PM with the details shortly!

6
Internet Support / Re: website not loading
« on: April 18, 2014, 10:24:54 AM »
Are you able to reach this when using a different browser?  We're unable to replicate the issue on any test computer here using multiple browsers, so it looks to be a more localized issue.  If you are unable to reach this site using a different browser, bypass all other routing equipment- making a direct connection to the modem- and let's run both a ping test and a traceroute to facebook.com.  This can help identify any areas where there may be trouble.

7
Billing Support / Re: High Speed Basic charge
« on: April 18, 2014, 10:15:18 AM »
You're very welcome!  Definitely let us know if there is anything that we can help out with in the future!

8
Internet Support / Re: Iffy SE Iowa
« on: April 18, 2014, 10:12:24 AM »
I don't show any work being performed in the area at this time, but it looks like there are some issues with upstream noise and, consequently, packet loss.  Polling the area, this looks to be localized to the modem itself.  At times, these levels are pretty poor- seeing losses of 60-70% at times.  This is definitely going to causing trouble with speeds.  Ultimately, it may be best to have a technician investigate more closely and make the necessary adjustments.  If you'd like we can have this scheduled for you.  If there are any splitters on the coax line between the modem and the wall, you may try to bypass these temporarily to see if the connection improves.  This could also be an issue at the tap or on the drop line.

9
Billing Support / Re: High Speed Basic charge
« on: April 18, 2014, 09:50:30 AM »
Hello, thanks for joining us here!  While the HSD Basic fee is reserved as a line connection fee, this is generally bundled up with internet services or muti-service bundles.  There should certainly be some things that we can work to take care of this for you as well.  I'll check out the account and PM you with some more details shortly!

10
Email Support / Re: Forgotten password
« on: April 18, 2014, 09:03:15 AM »
Hello!  Unfortunately, we are unable to recover the password here, due to insecure methods of account verification.  There are options to recover/ reset this from your side though.  I'll PM you some instructions in just a moment!

11
Internet Support / Re: Slow Internet
« on: April 18, 2014, 08:06:31 AM »
I have a ticket started up so that we can track this with you.  Pulling some historical data from the headend, it looks like there have been some periodic issues with upstream noise and packet loss.  This looks to be area-wide across the card, though everything is looking great right now.  We can pass this along to field management, so please keep us posted if you notice things fall again.  We can take real-time snapshots and then send everything up.

12
Cable Support / Re: Error v87
« on: April 18, 2014, 07:51:07 AM »
I'm unsure of the specifics.  Many areas have had this rolled out Wednesday and Thursday night.  The boxes usually connect to the servers around 2:00AM, so if this was missed in the last two nights, then it may be ready to update tonight when those boxes connect.

13
Cable Support / Re: Error v87
« on: April 18, 2014, 07:39:47 AM »
Yes, there have.  There have been reported issues with Mini performance- this same error, among other issues.  This firmware update has been built to address these concerns.

14
Cable Support / Re: Repairing Cablecard with New Tivo
« on: April 18, 2014, 07:35:22 AM »
Hi Steve, were here every day of the year from 7AM to 11:30PM, so we can definitely work with the new pairing info.  Just drop us a line here with that new info and we can go from there!

15
Cable Support / Re: Error v87
« on: April 18, 2014, 07:33:17 AM »
This can help clear connection between the boxes, yes.  We are, however, also rolling out firmware updates to all units in an effort to address this and similar issues with Mini performance.  This is done automatically as the units connect to the TiVo servers to check for updates.  These firmware rollouts are being pushed area-by-area throughout this week, so you should see improvement.  If this issue continues, definitely let us know, as that could indicate other trouble with the units themselves, internal wiring, etc.

16
Internet Support / Re: Norwalk Iowa fast and slow
« on: April 18, 2014, 07:30:30 AM »
When you notice these slow downs, what kind of results are getting from a speedtest?  We can see to having the modem replaced, since this has not been done, but we are unable to ship this out.  We can schedule a new appointment to have a tech make the swap, if you'd like.  Alternatively, the existing unit can be exchanged at the local office if there is one close by.

17
Cable Support / Re: Ref code: S0a00 on most channels/ On Demand down.
« on: April 18, 2014, 07:08:25 AM »
Sure, go ahead and give this another try.  There are a few things that we can do remotely in an attempt to get everything up off the ground, so please let us know if you see any changes.  If not, PM me your account number or phone number and I'll work with the box from here.  To send this, click on the speech bubble below my name to the left of this post.  Thanks!

18
Cable Support / Re: XG1 Firmware Update
« on: April 18, 2014, 07:06:38 AM »
TiVo updates are being rolled out area-by-area this week to address concerns with communications between the main units and minis, along with other stability issues.  The line-up may have been changed as part of an all-over transition, but this wouldn't have been part of the firmware update.  Suggested recordings will scan all available channels on the guide, including those that you may not subscribe to.  These channels can be removed one by one from the listings by selecting Settings & Messages > Settings > Channels from TiVo Central.  Individual channels that you do not subscribe to can then be unchecked.

19
Internet Support / Re: No internet in Marion, IL 62959
« on: April 17, 2014, 10:21:04 AM »
Hmm... I don't show any known issues in the area at this time, and it looks like the modem is online and processing with good signal and a valid provisioning profile.  I can see where the equipment was powercycle, but it's strange- the modem does not look to be passing on an IP to the connected device.  At this time, it looks to be detecting a connected device with a MAC ending in C5:DC.  Does this look to match up to your router?

20
Cable Support / Re: TV Guide Problem
« on: April 17, 2014, 10:10:10 AM »
Goo morning, the guide should populate out for two weeks, as you said.  It sounds as though the data acquisition may have stopped short, so I've reinitialized the box in an attempt to reset the guide and force it to reacquire all of the information.  You may see the box reset once, and it can take several hours for the guide to fully repopulate.  Keep us posted and let us know if this extends out beyond Saturday.

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