I wish to God Almighty I was making this up. I have NEVER in my 20+ years as a network/infrastructure engineer said this to a customer. I haven’t even considered it. It was always a joke you told colleges but never, ever said with any honesty to a customer.
Time Warner said the following:
“Solar activity this time of year causes issues with internet and television service.”
Are you f*cking kidding me? I was floored, shocked, flabbergasted, stupefied, dazed, speechless. I almost forgot to breath.
We all know Time Warner’s internet service sucks so bad I’d rather have Comcast service. Ouch. Did I say that? Oh yeah, Comcast just bought Time Warner. That’s another rant, but I digress.
To SERIOUSLY tell a customer something like this is beyond irresponsible. The fact that Time Warner’s on site technicians are telling customers this is worse. The fact that management is telling their techs to tell customers this is worse than worse.
Really? Solar activity? We’re not paying for cellular service. We’re not paying for satellite service. We’re paying for WIRED CABLE SERVICE. Service that traverses SHIELDED COAXIAL CABLE. Do I really need to spell out WHY it’s shielded?? Do I need to explain that domestic internet does not traverse satellites?!
I understand that in some cases TELEVISON service may be impacted by “solar activity”, but if your sending your internet over satellite there’s an issue. A major one. Especially since this service is in NEW YORK CITY – Manhattan. There is NO NEED for internet traffic to EVER hit a satellite in the largest city in the country.
“That’s what our manager said to tell customers”, the tech told me. Really?! I’m a network engineer by trade. That’s the biggest load of BS I’ve ever heard. If solar activity was THAT BAD we’d have WAY MORE issues that dropped packets and really bad round trip times. We’re talking cellular outages and power grid problems. Haven’t had those issues is quite some time.
Time Warner- you suck. Your customer service sucks. Don’t lie to customers. Especially when this customer knows his networking. Solar activity my ass. Thank God you don’t provide wireless services. I can only imagine the stupid excuses you’d provide for your inability to do your job right the first time.
Update- the “solar activity” tech called me back after his replacement of the modem miraculously fixed the issue and said that they are making 150/50 service standard. Really? You can’t give me 5Mb upstream service reliably with business class and you’re going to give home customers this? Dear God help us all.