Thread View: comp.dcom.modems.cable
7 messages
7 total messages
Started by Andrys D Basten
Sun, 20 Dec 1998 00:00
TCI and AtHome
Author: Andrys D Basten
Date: Sun, 20 Dec 1998 00:00
Date: Sun, 20 Dec 1998 00:00
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Apologies if this shows up twice but there was a glitch while I was
sending and I don't think the first one made it (an hour ago).
I posted my problems with the new install of AtHome about a week
ago. It's been mostly non-functioning. I've included San Diego's
newsgroup as there are general questions about AtHome there and
I've been reading there for ideas over the last 10 days.
Friday, the TCI AtHome cable people were here between 10:30am
and 3:30am to troubleshoot my cabling problems. But they
finally got it all working right, after changing the cablemodem,
changing the cable from pole to house, changing the port on the
pole as well, and after many walktie talkie war-like :-)
conversations with their network people. And an extra shift was
there for additional troubleshooting. I could not believe these
guys cared so much but they said they were determined to make it
work. If their bosses are reading, the guys were Rashid, Doug,
and James.
Not only did they change all the cabling and the port at the
pole source, they changed the setup (4-way split into my home) so
that my cablemodem would get best shot.
After five hours, when their network people also changed some
settings, it finally started working, and I was able to start
downloading pages. Even at the relatively 'slow' speed of about
3 times the speed of 56k modems, this was good relative to the
*total* downtimes I'd been experiencing, which was partially,
they had said due to network changes being made in my area.
Then I went to a cablemodem optimal-settings page I heard
about on a newsgroup page and used the registry settings
recommended and now have such a fast-experience that ANY page
with multiple images just kinda clops on, with no drawing at
all, and any clickable large image I try (including the largest
on my own page, about 230k) comes in in one second or less.
It's as if every photo is cached, even the largest.
I give high marks to TCI and AtHome for what they're doing. The
effort to address problems in my neighborhood (a new area for
installs) started around the time when they announced, in my
email at least, a 12-hour perday Chat area, where you can contact
a network agent, immediately. I went there and the agent
onboard checked my modem from where he was and the router IP
packets and diagnosed the problems as being neighborhood and
line-problem related. Pretty good, I thought.
Highly recommended, should it come to your neighborhood. Just
take advantage of their chat agent-service and their telephone
lines. The service people do seem to want to make this work,
even if they are somewhat overwhelmed during new-area launches.
- A
--
===========================================================
Andrys Basten <andrys@netcom.com> CNE, Basten Micro Consulting
San Francisco area - 510/235-3861
http://www.andrys.com/books.html -SEARCH for Books/Films/Classical Music
Argerich discography. Also SEARCH FANFARE Review-Titles
http://www.andrys.com -Online resources
http://www.andrys.com/indox.html -Peru photos w/Canon Elph
Have music, will travel: piano, harpsichord, recorders
Re: TCI and AtHome
Author: Raymond Lillard
Date: Sun, 20 Dec 1998 00:00
Date: Sun, 20 Dec 1998 00:00
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Andrys D Basten wrote: > Apologies if this shows up twice but there was a glitch while I was > sending and I don't think the first one made it (an hour ago). > > I posted my problems with the new install of AtHome about a week > ago. It's been mostly non-functioning. I've included San Diego's > newsgroup as there are general questions about AtHome there and > I've been reading there for ideas over the last 10 days. > > Friday, the TCI AtHome cable people were here between 10:30am > and 3:30am to troubleshoot my cabling problems. But they > finally got it all working right, after changing the cablemodem, > changing the cable from pole to house, changing the port on the > pole as well, and after many walktie talkie war-like :-) > conversations with their network people. And an extra shift was > there for additional troubleshooting. I could not believe these > guys cared so much but they said they were determined to make it > work. If their bosses are reading, the guys were Rashid, Doug, > and James. [ ... long sad story snipped ... ] While I suppose so some compliment could be offered for their diligence it does seem to me that there was a general lack of understanding and troubleshooting methodology in this case. TCI/@Home will loose their shirts unless they get smarter. Ray
Re: TCI and AtHome
Author: Anonymous
Date: Mon, 21 Dec 1998 00:00
Date: Mon, 21 Dec 1998 00:00
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Raymond Lillard <ryl@innovix.com> wrote in article <367D7D1D.28E58FA4@innovix.com>... > While I suppose so some compliment could be offered for their > diligence it does seem to me that there was a general lack of > understanding and troubleshooting methodology in this case. > > TCI/@Home will loose their shirts unless they get smarter. > > Ray > "No matter how great the success, is there no one we can blame?" -- Democratic National Committee
Re: TCI and AtHome
Author: Andrys D Basten
Date: Mon, 21 Dec 1998 00:00
Date: Mon, 21 Dec 1998 00:00
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In article <367D7D1D.28E58FA4@innovix.com>,
Raymond Lillard <ryl@innovix.com> wrote:
>> there for additional troubleshooting. I could not believe these
>> guys cared so much but they said they were determined to make it
>> work. If their bosses are reading, the guys were Rashid, Doug,
>> and James.
>
>[ ... long sad story snipped ... ]
Sad, only if that's how you like to look at things!
What's sad is the number of servicepeople who WILL walk away when
they can't solve something right away. This area just went up and
its headend is the recently troubled Fremont area's setup. This is
not Mickey Mouse stuff and I hand it to them that they go to the
trouble to get it working. I've read about cable companies with
cable modems who do just walk away, with customers just giving up.
>While I suppose so some compliment could be offered for their
>diligence it does seem to me that there was a general lack of
>understanding and troubleshooting methodology in this case.
See above.
--
===========================================================
Andrys Basten <andrys@netcom.com> CNE, Basten Micro Consulting
San Francisco area - 510/235-3861
http://www.andrys.com/books.html -SEARCH for Books/Films/Classical Music
Argerich discography. Also SEARCH FANFARE Review-Titles
http://www.andrys.com -Online resources
http://www.andrys.com/indox.html -Peru photos w/Canon Elph
Have music, will travel: piano, harpsichord, recorders
Re: TCI and AtHome
Author: Scott Hale
Date: Tue, 22 Dec 1998 00:00
Date: Tue, 22 Dec 1998 00:00
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Jerry Gardner wrote: > > On Sun, 20 Dec 1998 14:41:33 -0800, Raymond Lillard <ryl@innovix.com> wrote: > >While I suppose so some compliment could be offered for their > >diligence it does seem to me that there was a general lack of > >understanding and troubleshooting methodology in this case. > > > >TCI/@Home will loose their shirts unless they get smarter. > > When TCI installed my connection last March, it took them 7 trips to > my house with a combined total of 11 people to get my connection > working. I estimate a total of 30-35 man-hours expended by TCI to get > my connection working. > > -- > Jerry Gardner | Bill Clinton has all the steely resolve of > email: w6uv@hotmail.com | a kamikaze pilot on his 37th mission. hopefully that is not the standard. For the @Home customer I had experience with TCI came out twice. Once to install the cable modem directly to the computer and once again to move the modem (and coax) to a closet. AND they even connected the moved modem to the patch panel so the user would have access that night (I was coming the next morning with hub and etc). guess he (I) were lucky? Shale
Re: TCI and AtHome
Author: Jerry Gardner
Date: Wed, 23 Dec 1998 00:00
Date: Wed, 23 Dec 1998 00:00
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On Sun, 20 Dec 1998 14:41:33 -0800, Raymond Lillard <ryl@innovix.com> wrote: >While I suppose so some compliment could be offered for their >diligence it does seem to me that there was a general lack of >understanding and troubleshooting methodology in this case. > >TCI/@Home will loose their shirts unless they get smarter. When TCI installed my connection last March, it took them 7 trips to my house with a combined total of 11 people to get my connection working. I estimate a total of 30-35 man-hours expended by TCI to get my connection working. -- Jerry Gardner | Bill Clinton has all the steely resolve of email: w6uv@hotmail.com | a kamikaze pilot on his 37th mission.
Re: TCI and AtHome
Author: b
Date: Wed, 23 Dec 1998 00:00
Date: Wed, 23 Dec 1998 00:00
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Scott Hale <Shale@pacbell.net> writes: >Jerry Gardner wrote: >> >> On Sun, 20 Dec 1998 14:41:33 -0800, Raymond Lillard <ryl@innovix.com> wrote: >> >While I suppose so some compliment could be offered for their >> >diligence it does seem to me that there was a general lack of >> >understanding and troubleshooting methodology in this case. >> > >> >TCI/@Home will loose their shirts unless they get smarter. >> >> When TCI installed my connection last March, it took them 7 trips to >> my house with a combined total of 11 people to get my connection >> working. I estimate a total of 30-35 man-hours expended by TCI to get >> my connection working. >> >> -- >> Jerry Gardner | Bill Clinton has all the steely resolve of >> email: w6uv@hotmail.com | a kamikaze pilot on his 37th mission. >hopefully that is not the standard. For the @Home customer I had >experience with TCI came out twice. Once to install the cable modem >directly to the computer and once again to move the modem (and coax) >to a closet. AND they even connected the moved modem to the patch >panel so the user would have access that night (I was coming the next >morning with hub and etc). >guess he (I) were lucky? From my experience, that is not the standard. When I lived in Fremont, @home came to my apartment one time. The installation was done professionally, in under an hour and a half. The service worked immediately. As for the service remaining reliable, that is another story. Fremont was, for some reason, subjected to frequent outages. The connection would work fine for weeks, then crap out without reason for 10-15 minutes, then work fine, etc. I soon grew tired of it. The issue of whether or not to maintain service wasn't an issue, since I had to move soon thereafter, and @home wasn't available when I moved to San Jose. >Shale -- b
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