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Messages - MediacomDrew

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Cable Support / Re: 52240 outage???
« on: July 27, 2016, 10:17:55 AM »
This was maintenance started at midnight and coded as concluded at 5:43a local time.  This was across the entire area, so there may have been impact to service at any time during this window.

Cable Support / Re: Missing channels
« on: July 25, 2016, 03:26:04 PM »
I do show where the Basic w/ Internet package was elected in November of last year, so I wonder if the exclusion of these channels may have been due to a recent system audit, etc.  Just to be sure I am working with the correct account, could you verify your address in a PM?

Cable Support / Re: Tivo streaming to laptop
« on: July 25, 2016, 03:23:33 PM »
You're very welcome!

General Support / Re: Updated Supported Modems List
« on: July 25, 2016, 03:20:48 PM »
I'm not familiar with the MB7420 myself, but this should work without trouble.  The Arris model will function as well.

Billing Support / Re: Service Call Charge?
« on: July 25, 2016, 02:57:55 PM »
You're very welcome!  If there is anything else that we can assist with, please let us know!

Billing Support / Re: Bill went up even though I ended service
« on: July 25, 2016, 02:56:39 PM »
Hi meghan, thank you for posting!  It sounds like another monthly statement may have generated automatically before the final closing procedures were completed.  Typically, this can be disregarded as it will be reversed retroactively with the completion of the disconnection.  If you'd like, PM me your account number or phone number and I can double check and confirm this for you.

Billing Support / Re: Service Call Charge?
« on: July 25, 2016, 02:35:44 PM »
Hello feltbettor, thank you for bringing this to our attention!  Typically, service appointments come free of charge, though a $29 fee may be assessed on those where the issue lies with customer premise equipment or where additional work is requested (e.g.: connected DVD players or new home telephones, etc.).  I show that this appointment was for trouble involving the TiVo, so there may have been an error in how this was coded and closed out.  I've reversed the charge and, upon approval, this should post directly to your statement.

Okay great!  I'll have this scheduled an PM you with the details!

Thanks!  These T3 errors will often indicate issues with noise.  While nothing looks to be problematic, there is a decent amount of packet loss kicking back:

30 packets transmitted, 26 received, 13% packet loss, time 30031ms
rtt min/avg/max/mdev = 65.209/70.337/87.871/6.676 ms

30 packets transmitted, 28 received, 6% packet loss, time 30034ms
rtt min/avg/max/mdev = 65.033/71.194/86.294/6.661 ms

30 packets transmitted, 23 received, 23% packet loss, time 30027ms
rtt min/avg/max/mdev = 64.988/70.943/89.481/7.501 ms

I'm unable to narrow down possible points along the path where this may be happening from here.  If possible, could you run a ping and traceroute from your computer's command prompt while directly connected to the modem?  The results could help us identify further loss and see if this is originating locally or further upstream.

Internet Support / Re: 31601 issues
« on: July 25, 2016, 01:38:13 PM »
I have not heard of this myself and there does not seem to be any indications of maintenance work on the account.  This may be normal, however, as you mentioned that this was up the road.  If possible, PM me the address of a nearby location to this and I can send this directly to field management for further action.

Thanks, cadney, for letting us know about this trouble!  I'm still catching a lot of upstream packet loss and local issues in noise levels.  While the modem is online at the moment, it looks like it registered its last drop only about 30 minutes or so ago.  With levels as they are, I wonder if more damage may have been caused by this downed limb.  Do you know if they replaced the line entirely, or if the existing line was just restrung?  Since this trouble continues, I would like to bring this to field management's attention and have a technician follow-up on this.  If this is okay, I can schedule this appointment for you from here.

Cable Support / Re: Tivo streaming to laptop
« on: July 25, 2016, 01:25:48 PM »
Okay, great!  I didn't make any changes from here, but I was able to log in and utilize the site when testing at home on lunch.  I do use Chrome, myself, so I wonder if there may be browser issues or limitations?  I know that, at least for out-of-home viewing, this is currently disabled to us due to licensing and permissions concerns.

Cable Support / Re: Missing channels
« on: July 25, 2016, 01:14:39 PM »
Thanks!  Currently, I show an active subscription to our Local Plus with Premiums.  This grants access to those channels in the Local Plus category here: along with Starz and Showtime/ TMC.  HD counterparts to any of these channels, with the HD box in place, would be accessible as well.

General Support / Re: Updated Supported Modems List
« on: July 25, 2016, 11:20:54 AM »
Hello benishere, thank you for joining us on the forums!  While we're unable to make any specific recommendations, most modems that are commercially available will function on our network without issue.  We do maintain a firmware library for many devices; however, there will always be hardware that- while functional- we will not possess firmware for.  I've listed all models that we currently employ and keep firmware for.  Keep in mind that some models not on this list may be able to push similar firmware for the model line original provided to us by the manufacturer.

Arris Interactive, L.L.C.   TM402G
Arris Interactive, L.L.C.   TM502G
Arris Interactive, L.L.C.   TM504G
Arris Interactive, L.L.C.   TM601A
Arris Interactive, L.L.C.   TM602A
Arris Interactive, L.L.C.   TM602G
Arris Interactive, L.L.C.   TM604G
Arris Interactive, L.L.C.   TM804G
Arris Interactive, L.L.C.   TM822G
Cisco   DPC3000
Cisco   DPC3008
Cisco   DPC3010
Cisco   DPC3208
Cisco   DPC3825
Cisco   DPC3827
Cisco   DPC3828
Cisco   DPC3925
Hitron Technologies   CGN-RES
Hitron Technologies   CGN2-RES
Hitron Technologies   CGNM-2250-RES
Hitron Technologies   CGNV-RES
Hitron Technologies   CGNVM
Motorola   SB6120
Motorola   SB6121
Motorola Corporation   SB5100
Motorola Corporation   SB6141
Motorola Corporation   SBG6580
Motorola Corporation   SBG6580
Motorola Corporation   SBG6580
Motorola Corporation   SBV5220
Motorola Corporation   SBV5220
Netgear   CG3000Dv1
S-A   DPC2203
SMC Networks   D3CM1604V
Technicolor   TC8717
Technicolor   TC8717T
Thomson   DCM425
Thomson   DCM476
Thomson   DHG525
Thomson   DHG534
Thomson   DHG535
Thomson   DHG536
Thomson   DHG546
Thomson   DHG575

Cable Support / Re: Lifetime audio problem
« on: July 25, 2016, 11:11:51 AM »
You're very welcome!

Cable Support / Re: Tivo streaming to laptop
« on: July 25, 2016, 11:10:39 AM »
Understandable!  I've got some feelers out with my management team as well as our TiVo and programming team.  It is my understanding that we offer compatibility with the site just as we do with the app, but I am looking for more concrete confirmation on that.  Can you tell me what kind of errors you receive from the site?

Internet Support / Re: Internet out lately
« on: July 25, 2016, 11:06:39 AM »
Not a problem!  Let us know if you change your mind or if the frequency of these reboots grows.  I've notified our field management team to see if we can move this up the NOC chain.  If we receive any further word, we'll touch base here!

Sounds good!  I'll get this all set up and PM you with the details.

Internet Support / Re: 31632 outages
« on: July 25, 2016, 10:55:09 AM »
Hi karnor, thanks for letting us know about this trouble!  With the exception of overnight maintenance on the 20th and 21st, I don't show any area-wide disruptions across this node.  Local signal levels look to be in excellent shape, but I'm definitely picking up a number of resets registered by the modem.  When you notice the loss of connection, are the lights on the modem gone or blinking one-by-one?  Does the power cord and/or the coaxial cord run through a surge protector or UPS?  If so, do you notice any improvement in consistency when these are bypassed?

Internet Support / Re: 31601 issues
« on: July 25, 2016, 10:37:57 AM »
I can confirm some massive drops in upstream noise and codeword errors over the 22nd-23rd, but levels then drastically improved.  This isn't matching up with any area data, so something locally caused a big crash in those signals.  Since, it hasn't been as drastic, but there have been intermittent drops here and there in these same levels.  I actually wonder if there may be an issue on the line, etc. and the temps are affecting signal.  I've updated the workorder, mentioning these possibilities.

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