eSupport Chat Transcript

[11:54] Elaine > Hello ! Thank you for choosing Time Warner Road Runner Internet technical Chat. My name is Elaine M. How may I assist you?


[11:55] Chaim > hello

[11:55] Chaim > I am concerned about my speeds

[11:55] Chaim > http://screencast.com/t/ydWwlkXf

[11:55] Elaine > Can you please elaborate on the issue?

[11:55] Chaim > They have dropped from 14,000 to < 2,000

[11:55] Chaim > I have turbo service

[11:55] Chaim > and I am getting less than non-turbo speeds

[11:56] Elaine > Chaim, I assure you that I would do my best to assist you with the issue.

[11:56] Elaine > Before we begin, I would like to bring up your account. May I have the following four pieces of information from you please? 
1. The account holder's 10 digit telephone number. (xxx-xxx-xxxx)
2. The account holder's Full Name (First and Last)
3. Please tell us your name.
4. May I have your preferred e-mail address please?

[11:56] Chaim > 816-820-8952

[11:56] Chaim > Chaim Krause

[11:56] Chaim > chaim@chaim.com

[11:56] Elaine > Thank you for the information.

[11:57] Elaine > Please allow me two minutes while I pull your account information. 


[11:57] Elaine > Thank you for waiting.

[11:57] Elaine > The ticket number for the chat session is RQST00054264723. This is for your reference.

[11:58] Chaim > Here are the test numbers from Road Runner's own Wisconsin server

[11:58] Chaim > http://chaim.pastebin.ca/915204

[11:58] Elaine > 
Chaim, I understand that, you are experiencing slow speeds with respect to the website http://screencast.com/t/ydWwlkXf. Am I correct?

[11:58] Chaim > no

[11:58] Chaim > that is a screenshot of download speed tests I just ran

[11:58] Chaim > everything is slow

[11:58] Elaine > Thank you for the clarification.

[11:58] Elaine
  > Since when have you been experiencing the issue?

[11:58] Chaim > and the last URL are speed tests from Road Runner

[11:59] Chaim > not sure, but noticed it today while trying to download some large files

[11:59] Elaine > I see.

[11:59] Elaine > May I know the operating system? Is it Windows 98 SE, Windows 2000, Windows XP, or Windows Vista? You can find it by clicking on Start -- Run -- Type winver and click on 'Enter' on the key board.




[12:00] Chaim > I am a computer professional. I run Windows XP, Windows Server 2003, Windows Vista, Debian Linux, Knoppix Linux, BSD...

[12:00] Chaim > shall I continue

[12:00] Elaine > I am asking about the affected computer only.

[12:00] Chaim > I have six computers in this office

[12:00] Chaim > two in t
 he other room

[12:01] Chaim > all going through the same cable modem

[12:01] Chaim > all are slow

[12:01] Elaine > Is the computer connected to a router?

[12:01] Chaim > yes

[12:03] Elaine > Is the router from Road Runner?

[12:03] Chaim > No

[12:03] Chaim > but that isn't the problem

[12:03] Elaine > Did you directly connect to the modem and try?

[12:03] Chaim > I can remove the router with the same problem

[12:03] Chaim > yes

[12:03] Chaim > same speed

[12:04] Elaine > Do you have any Security software, like from Computer Associates, Norton, McAfee, etc?


[12:04] Chaim > no

[12:04] Chaim > please run a line test to my modem.

[12:04] Chaim > I'll make you a deal. I will restart it, and the cable modem, but if there is no change you escalate this to tier-2 support. Fair?

[12:05] Elaine > Chaim, you are currently with the said support.

[12:06] Elaine > Did you
  reset the modem and try?

[12:06] Chaim > I have, but I will do so again right not. Please stand by.

[12:06] Chaim > We will disconnect

[12:06] Chaim > please email me chat log so I can reference on reconnect

[12:08] Elaine > Analyst has closed chat and left the room




Email sent at: 12:09:00 PM, 2/23/2008