I hope one of the official-unofficial RCN folks sees this and can respond. Apologies for the long post - skip to the bottom for the encoded MAC address and speedtest info.
I have been an RCN customer for 12 years. For at least the last 2 years I have been experiencing periodic random losses of connectivity manifested by my modem being unable to connect and self-rebooting until the service returns. Sometimes a power-cycle of the modem will bring it back, sometimes not. When the service is up, it runs well; when it's down we are dead in the water. Recently the problem has been occurring daily and service usually (but not always) returns in the evening. I have called 1-800-ringrcn on this issue many times, and they inevitably blame my modem (I have BYOM) and say the only thing they can do is roll a truck to send a technician out. I have replaced the modem twice and have had the technician out once. He found nothing wrong with my modem and spend the day fiddling with my home wireless configuration even though I was not experiencing any local issues - just a binary state of connection between the modem and RCN. He changed a splitter and since service was up while he was here did nothing about the connectivity. Service was out for most of the past 24 hours (came back on mysteriously about 2 hours ago). Once again I called 1-800-ringrcn and tried to escalate to someone who would actually troubleshoot my connectivity issue. I was told that they could not see my modem and that because there were no other customers impacted by outage that the problem was definitively on my end. They were emphatic that this is NOT an RCN problem. I asked to escalate to a network engineer, they would only offer a supervisor. Having been down that road before and found the supervisor no more helpful or capable than the CSA, I declined. They asked again if I want a technician to come out and insist that this is a mandatory first step in troubleshooting. Again I declined and suggested that I would not be interested in taking a day off work to have someone come check my coax and wireless configuration - all of which were checked previously and show no indication of a problem. They refused to escalate without rolling a truck. This seems crazy to me - expensive for RCN and unlikely to resolve the problem. I told them I'd only have a truck come out after they had somebody verify that there was not a problem on the RCN side of my connection (port/switch/router/cable or virtual equivalent). As with previous calls the CSA again declined to escalate without rolling a truck. I am ready to give up on RCN - I need my internet connectivity to just work.
Bottom line, this forum post is my last-gasp attempt to get this problem fixed. If this doesn't work I'm going to have to pull the plug on RCN and go with a competitor even though I'd rather not. Please help.
Encoded Mac: dcd604a95dffb4786cd7a89afa96c63e2b885d67
Forward Power: 49 dBmV
Transmit Power: -9 dBmV
Forward Signal to Noise: 35.5 dB
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