OT: Time Warner Chat Transcript

[HeadedHome]

Okay, I’m not typically an OT guy, but this was too good not to share. Please note that the below is only after I entered all my communication info, contact info, and problem overview. In the problem overview, I specifically stated the issue is that I can only connect to the internet via my wireless network, but not via my LAN. On the LAN, I can only connect to the modem, but not through to the internet. I told them I suspected it was a network settings / firewall issue.

I know I shouldn’t expect much, but even so I was impressed by the sheer amount of cluelessness.

user Rob has entered room

analyst Stacy Spencer has entered room

Stacy Spencer>
Thank you for choosing Time Warner Cable’s Online Chat. My name is Stacy.
Please give me few moments while I retrieve your account information.

Rob>
Hey Stacy – let me know if my question wasn’t clear.

Stacy Spencer>
Thank you for your patience.

Stacy Spencer>
I understand that you are not able to connect through your wireless network to the internet.

Rob>
No. I can connect through the wireless network to the internet (hence our conversation). I can connect through the LAN to the modem, but not to the internet itself.

Rob>
It was working properly, but we have cat5 throughout the house. It might be a settings issue from when we have tried to connect multiple computers to our home LAN simultaneously.

Stacy Spencer>
It seems that this issue needs to be escalated to National Road Runner support. We will transfer you to that support group. Do you have any further questions before I transfer you?

Rob>
No.

Rob>
In trying to re-set up the LAN connection, it asks for a username & password. Can you provide & I can try and re-set up?

Stacy Spencer>
I am transferring this chat now.

analyst Viki Tellis has entered room

Stacy Spencer>
Please wait while the problem is escalated to another analyst

Viki Tellis>
Hello! Thank you for choosing Road Runner Internet technical Chat. My name is Viki Tellis. How may I assist you?

analyst Stacy Spencer has left room

Rob>
Can you see the chat above?

Viki Tellis>
No, I’ll need you to tell me the issue, please.

Rob>
Okay – let me cut & paste. I can connect through the wireless network to the internet (hence our conversation). I can connect through the LAN to the modem, but not to the internet itself.

Rob>
It seems to be a network settings issue on this laptop. I have been able to connect from another laptop on the same cable.

Rob>
I thought it might be because we have tried to connect multiple laptops via ethernet on our home network simultaneously. I think I read somewhere that the TW modem doesn’t like that?

Viki Tellis>
Okay, I’ll certainly help you with that.

Viki Tellis>
I would be more then happy to help you with that. I have several security questions to ask and then we can begin troubleshooting your issue. Feel free to ask questions along the way.

Viki Tellis>
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? (Preferred e-mail address is the one that you use frequently; it may be different from the Road Runner e-mail address)

Rob>
XXX-XXX-XXXX. Not sure if it’s under me (Name) or my wife (Name). Would prefer not to provide personal email addresses.

Viki Tellis>
Thank you for the information.

Viki Tellis>
Give me 2 minutes while I retrieve your account information.

Rob>
Great. Thanks. I did try and disable and re-log into the LAN network connection, but couldn’t remember if the right username & password.

Viki Tellis>
So are you getting the connection now?

Rob>
Only via wireless. I can connect to the modem via LAN, but not through to the internet.

Viki Tellis>
So what is the exact issue, is that you want to connect through ethernet or is that you want to know your RR email address and password?

Rob>
I would like to connect through via ethernet cable.

Viki Tellis>
Alright.

Viki Tellis>
Rod in that case you only need to connect one end of the enthernet cable to your RR provided modem and hear for the clink sound to confirm that it is connected correctly and then connect one end to your computer and again hear for the clink sound to confirm that it is connected correctly.

Rob>
Ok. It’s a much more involved issue than that. We have a home network, both lan & wan throughout our house. In my office I can only connect intermittently through the WAN, so I typically connect via LAN (er, ethernet cable). I can connect fine in my office via LAN on one laptop, but the other laptop (the one I’m typing on) will connect through ethernet cable to the modem, but not through to the internet.

Rob>
Is that clear? According to some network connections troubleshooting, I have a LAN (ethernet) connection to your modem. I just can’t connect to the internet.

Viki Tellis>
Okay.

Viki Tellis>
Do you have any Security Software running on your computer?

Rob>
I have Vista, so it has the built-in firewall. I also use Norton 360.

Viki Tellis>
Rod try disabling the Security Software and check if the connection to the internet is staying constant and not intermittent.

Rob>
FYI, my name is “Rob.”

Rob>
Do you want me to change any specific settings in Vista?

Viki Tellis>
I am so sorry for that, Rob.

Viki Tellis>
I just want you to disable the Firewall and disable the Security Software, and then check if your able to receive the connection.

Viki Tellis>
Does that help you?

Rob>
How can I check to see if I have an active internet-based connection via LAN? I obviously have a wireless connection, since we’re chatting here.

Viki Tellis>
Alright.

Viki Tellis>
I’ll suggest you to try with the steps later on and if the issue persists then try power cycling the modem.

Viki Tellis>
To reset the modem all you have to do is unplug the modem from the power socket and wait for 3 minutes, then plug the modem back wait till the modem lights are steady and then switch on the computer.

Rob>
Um…. I have (way before calling you) tried resetting the modem. Also, pretty sure that if I turn the modem off we’ll lose our chat session…

Rob>
Where are you located?

Viki Tellis>
Yes that will happen but I’ll provide you the ticket number before you resetting the modem, so next time you can contact us with that ticket number and then we can trouble shoot accordingly.

Viki Tellis>
We are located at Virginia.

Rob>
Ok, resetting the modem won’t help. I can connect fine via my other laptop using the exact same cable and exact same modem. I’m pretty confident it is a network settings issue – do you have any expertise in that area? We’re not making much progress here.

Viki Tellis>
Okay.

Rob>
I know where TWC is, but where are YOU?

Rob>
…

Viki Tellis>
For that I’ll suggest you to contact OS manufacturer i.e is Microsoft technical support.

Viki Tellis>
We are also located at Virginia.

Viki Tellis>
As my expertise are only with RR technical services.

Rob>
Wow. Okay, it’s an issue relating to connection via your modem. Whatever. Have fun working “at” Virginia. And if this is your area of expertise, then I’m afraid. Very, very afraid.

Rob>
Bye.

[dumbrenter]

Dizzle, I actually went through the entire transcript. I am no expert myself, but could not figure out what exactly is the problem that you are trying to solve. The model number of the modem could have been useful…the reason I say that is because some of the modems run their own dhcp server while others require you to use your own $15 D-link/linksys boxes. You go from providing information that is not really useful (e.g. cat5) to providing your own diagnosis (from LAN issues to network settings on your PC) and finally to the location of the support staff!!!! Really, what does the location of the support staff have anything to do with the problem you are trying to resolve?

I have had issues with Time Warner too… and I know the staff I had the misfortune to interact with are right here in our beautiful San Diego. For the loss of productivity they caused me, I really, really wish they lose their jobs.

[dumbrenter]

Dizzle, I actually went through the entire transcript. I am no expert myself, but could not figure out what exactly is the problem that you are trying to solve. The model number of the modem could have been useful…the reason I say that is because some of the modems run their own dhcp server while others require you to use your own $15 D-link/linksys boxes. You go from providing information that is not really useful (e.g. cat5) to providing your own diagnosis (from LAN issues to network settings on your PC) and finally to the location of the support staff!!!! Really, what does the location of the support staff have anything to do with the problem you are trying to resolve?

I have had issues with Time Warner too… and I know the staff I had the misfortune to interact with are right here in our beautiful San Diego. For the loss of productivity they caused me, I really, really wish they lose their jobs.

[dumbrenter]

Dizzle, I actually went through the entire transcript. I am no expert myself, but could not figure out what exactly is the problem that you are trying to solve. The model number of the modem could have been useful…the reason I say that is because some of the modems run their own dhcp server while others require you to use your own $15 D-link/linksys boxes. You go from providing information that is not really useful (e.g. cat5) to providing your own diagnosis (from LAN issues to network settings on your PC) and finally to the location of the support staff!!!! Really, what does the location of the support staff have anything to do with the problem you are trying to resolve?

I have had issues with Time Warner too… and I know the staff I had the misfortune to interact with are right here in our beautiful San Diego. For the loss of productivity they caused me, I really, really wish they lose their jobs.

[dumbrenter]

Dizzle, I actually went through the entire transcript. I am no expert myself, but could not figure out what exactly is the problem that you are trying to solve. The model number of the modem could have been useful…the reason I say that is because some of the modems run their own dhcp server while others require you to use your own $15 D-link/linksys boxes. You go from providing information that is not really useful (e.g. cat5) to providing your own diagnosis (from LAN issues to network settings on your PC) and finally to the location of the support staff!!!! Really, what does the location of the support staff have anything to do with the problem you are trying to resolve?

I have had issues with Time Warner too… and I know the staff I had the misfortune to interact with are right here in our beautiful San Diego. For the loss of productivity they caused me, I really, really wish they lose their jobs.

[dumbrenter]

Dizzle, I actually went through the entire transcript. I am no expert myself, but could not figure out what exactly is the problem that you are trying to solve. The model number of the modem could have been useful…the reason I say that is because some of the modems run their own dhcp server while others require you to use your own $15 D-link/linksys boxes. You go from providing information that is not really useful (e.g. cat5) to providing your own diagnosis (from LAN issues to network settings on your PC) and finally to the location of the support staff!!!! Really, what does the location of the support staff have anything to do with the problem you are trying to resolve?

I have had issues with Time Warner too… and I know the staff I had the misfortune to interact with are right here in our beautiful San Diego. For the loss of productivity they caused me, I really, really wish they lose their jobs.

[ucodegen]

I have had issues with Time Warner too… and I know the staff I had the misfortune to interact with are right here in our beautiful San Diego. For the loss of productivity they caused me, I really, really wish they lose their jobs.

I have had similar problems. TW seems to assume that everyone is computer illiterate. I resorted to asking directly for a tech after running my own protocol sniffer on my interface to determine the problem. I finally got through to a real tech and it really helped.

For the network problem.. skipping all of the transcript.
What is the manufacture and model of the WiFi/router? Could you describe the connections (which item is connected to which other item). I suspect that “dumbrenter” is correct on DHCP.

[ucodegen]

I have had issues with Time Warner too… and I know the staff I had the misfortune to interact with are right here in our beautiful San Diego. For the loss of productivity they caused me, I really, really wish they lose their jobs.

I have had similar problems. TW seems to assume that everyone is computer illiterate. I resorted to asking directly for a tech after running my own protocol sniffer on my interface to determine the problem. I finally got through to a real tech and it really helped.

For the network problem.. skipping all of the transcript.
What is the manufacture and model of the WiFi/router? Could you describe the connections (which item is connected to which other item). I suspect that “dumbrenter” is correct on DHCP.

[ucodegen]

I have had issues with Time Warner too… and I know the staff I had the misfortune to interact with are right here in our beautiful San Diego. For the loss of productivity they caused me, I really, really wish they lose their jobs.

I have had similar problems. TW seems to assume that everyone is computer illiterate. I resorted to asking directly for a tech after running my own protocol sniffer on my interface to determine the problem. I finally got through to a real tech and it really helped.

For the network problem.. skipping all of the transcript.
What is the manufacture and model of the WiFi/router? Could you describe the connections (which item is connected to which other item). I suspect that “dumbrenter” is correct on DHCP.

[ucodegen]

I have had issues with Time Warner too… and I know the staff I had the misfortune to interact with are right here in our beautiful San Diego. For the loss of productivity they caused me, I really, really wish they lose their jobs.

I have had similar problems. TW seems to assume that everyone is computer illiterate. I resorted to asking directly for a tech after running my own protocol sniffer on my interface to determine the problem. I finally got through to a real tech and it really helped.

For the network problem.. skipping all of the transcript.
What is the manufacture and model of the WiFi/router? Could you describe the connections (which item is connected to which other item). I suspect that “dumbrenter” is correct on DHCP.

[ucodegen]

I have had issues with Time Warner too… and I know the staff I had the misfortune to interact with are right here in our beautiful San Diego. For the loss of productivity they caused me, I really, really wish they lose their jobs.

I have had similar problems. TW seems to assume that everyone is computer illiterate. I resorted to asking directly for a tech after running my own protocol sniffer on my interface to determine the problem. I finally got through to a real tech and it really helped.

For the network problem.. skipping all of the transcript.
What is the manufacture and model of the WiFi/router? Could you describe the connections (which item is connected to which other item). I suspect that “dumbrenter” is correct on DHCP.

[Coronita]

LOL first line tech. What do you expect? They are essentially reading a script from their terminal to try to help you, not that they really know what to do. Next time ask for a 2nd level or 3rd level tech.

Or, if you get really frustrated, you should call back TW act totally dumb about computers, and see how much you can frustrate them.

For example: (I’m such a shithead sometimes.)

for common questions a 1st level tech asks, respond as follows….

Support: “Have you tried rebooting your computer?”
Me: Uh, no how do i do that.
Support: “Go to the start menu and select shutdown”
Me: Ok, where’s the start button.
Support: “Go to lower left hand corner of your screen”
Me: What’s a monitor?
Support: Your screen.
Me: You mean, my window?
Support: You computer’s screen.
Me: Oh, duh. Ok
Me: Ok. It says it’s shutting down.
Me: Ok, now my screen is black. What do I do now?
Support: Power on your computer.
Me: Ok, how do i do that?
Support: Look for the on button and push it.
Me: Ok. Oh, I’m sorry. This is a new computer. I can’t find the power button, can you help me. Where is it? What does a power button look like?
Support: There probably is a button in front.
Me: No it’s not there.
Support: Did you check the back?
Me: No it’s not there either.
Support: Do you have your owner’s manual? Your owner’s manual probably tells you that.
Me: Oh ok, can you hold on while I find it.
Support: sure…
Me: (After waiting 5 minutes). Ok, I found it. Hold on. What do i with the power button?
Support: Push it.
Me: Oh ok….Ok now it’s asking me to login. How do i do that?
Support: What operating system are you using?
Me: Microsoft
Support: Which operating system are you using?
Me: Oh, ok. Let me check. Ok my PC has a sticker that says Designed for Windows XP and it has another sticker that says Compatibly with Vista.
Support: That’s not it. Do yo have your owner’s manual.
Me: yes, let me check. Can you hold on?
Support: Never mind, let’s try something simplier. When you started up, did the startup screen say Windows XP?
Me: I don’t remember, should I restart and find out?
Support: No.
ME: Oh, I found my user’s guide. It says I have windows XP Home Edition
Support: Ok, click on the icon that represents you.
Me:…ok. I’m in, now it’s asking me to install XXX CD.
Support: Ok open your cd drive.
Me: Ok. Wait, I don’t think my computer came with one.
Support: Are you sure?
Me: Yes, well the computer came with a cupholder. It’s not a very good cup holder, since the cup holder is flat and doesn’t seem to hold a small cup to well.
Support: That isn’t a cupholder, it’s your cd rom drive.
Me: Oh, silly me. What do i do with the disk now?

…
You get the idea…

[Coronita]

LOL first line tech. What do you expect? They are essentially reading a script from their terminal to try to help you, not that they really know what to do. Next time ask for a 2nd level or 3rd level tech.

Or, if you get really frustrated, you should call back TW act totally dumb about computers, and see how much you can frustrate them.

For example: (I’m such a shithead sometimes.)

for common questions a 1st level tech asks, respond as follows….

Support: “Have you tried rebooting your computer?”
Me: Uh, no how do i do that.
Support: “Go to the start menu and select shutdown”
Me: Ok, where’s the start button.
Support: “Go to lower left hand corner of your screen”
Me: What’s a monitor?
Support: Your screen.
Me: You mean, my window?
Support: You computer’s screen.
Me: Oh, duh. Ok
Me: Ok. It says it’s shutting down.
Me: Ok, now my screen is black. What do I do now?
Support: Power on your computer.
Me: Ok, how do i do that?
Support: Look for the on button and push it.
Me: Ok. Oh, I’m sorry. This is a new computer. I can’t find the power button, can you help me. Where is it? What does a power button look like?
Support: There probably is a button in front.
Me: No it’s not there.
Support: Did you check the back?
Me: No it’s not there either.
Support: Do you have your owner’s manual? Your owner’s manual probably tells you that.
Me: Oh ok, can you hold on while I find it.
Support: sure…
Me: (After waiting 5 minutes). Ok, I found it. Hold on. What do i with the power button?
Support: Push it.
Me: Oh ok….Ok now it’s asking me to login. How do i do that?
Support: What operating system are you using?
Me: Microsoft
Support: Which operating system are you using?
Me: Oh, ok. Let me check. Ok my PC has a sticker that says Designed for Windows XP and it has another sticker that says Compatibly with Vista.
Support: That’s not it. Do yo have your owner’s manual.
Me: yes, let me check. Can you hold on?
Support: Never mind, let’s try something simplier. When you started up, did the startup screen say Windows XP?
Me: I don’t remember, should I restart and find out?
Support: No.
ME: Oh, I found my user’s guide. It says I have windows XP Home Edition
Support: Ok, click on the icon that represents you.
Me:…ok. I’m in, now it’s asking me to install XXX CD.
Support: Ok open your cd drive.
Me: Ok. Wait, I don’t think my computer came with one.
Support: Are you sure?
Me: Yes, well the computer came with a cupholder. It’s not a very good cup holder, since the cup holder is flat and doesn’t seem to hold a small cup to well.
Support: That isn’t a cupholder, it’s your cd rom drive.
Me: Oh, silly me. What do i do with the disk now?

…
You get the idea…

[Coronita]

LOL first line tech. What do you expect? They are essentially reading a script from their terminal to try to help you, not that they really know what to do. Next time ask for a 2nd level or 3rd level tech.

Or, if you get really frustrated, you should call back TW act totally dumb about computers, and see how much you can frustrate them.

For example: (I’m such a shithead sometimes.)

for common questions a 1st level tech asks, respond as follows….

Support: “Have you tried rebooting your computer?”
Me: Uh, no how do i do that.
Support: “Go to the start menu and select shutdown”
Me: Ok, where’s the start button.
Support: “Go to lower left hand corner of your screen”
Me: What’s a monitor?
Support: Your screen.
Me: You mean, my window?
Support: You computer’s screen.
Me: Oh, duh. Ok
Me: Ok. It says it’s shutting down.
Me: Ok, now my screen is black. What do I do now?
Support: Power on your computer.
Me: Ok, how do i do that?
Support: Look for the on button and push it.
Me: Ok. Oh, I’m sorry. This is a new computer. I can’t find the power button, can you help me. Where is it? What does a power button look like?
Support: There probably is a button in front.
Me: No it’s not there.
Support: Did you check the back?
Me: No it’s not there either.
Support: Do you have your owner’s manual? Your owner’s manual probably tells you that.
Me: Oh ok, can you hold on while I find it.
Support: sure…
Me: (After waiting 5 minutes). Ok, I found it. Hold on. What do i with the power button?
Support: Push it.
Me: Oh ok….Ok now it’s asking me to login. How do i do that?
Support: What operating system are you using?
Me: Microsoft
Support: Which operating system are you using?
Me: Oh, ok. Let me check. Ok my PC has a sticker that says Designed for Windows XP and it has another sticker that says Compatibly with Vista.
Support: That’s not it. Do yo have your owner’s manual.
Me: yes, let me check. Can you hold on?
Support: Never mind, let’s try something simplier. When you started up, did the startup screen say Windows XP?
Me: I don’t remember, should I restart and find out?
Support: No.
ME: Oh, I found my user’s guide. It says I have windows XP Home Edition
Support: Ok, click on the icon that represents you.
Me:…ok. I’m in, now it’s asking me to install XXX CD.
Support: Ok open your cd drive.
Me: Ok. Wait, I don’t think my computer came with one.
Support: Are you sure?
Me: Yes, well the computer came with a cupholder. It’s not a very good cup holder, since the cup holder is flat and doesn’t seem to hold a small cup to well.
Support: That isn’t a cupholder, it’s your cd rom drive.
Me: Oh, silly me. What do i do with the disk now?

…
You get the idea…

[Coronita]

LOL first line tech. What do you expect? They are essentially reading a script from their terminal to try to help you, not that they really know what to do. Next time ask for a 2nd level or 3rd level tech.

Or, if you get really frustrated, you should call back TW act totally dumb about computers, and see how much you can frustrate them.

For example: (I’m such a shithead sometimes.)

for common questions a 1st level tech asks, respond as follows….

Support: “Have you tried rebooting your computer?”
Me: Uh, no how do i do that.
Support: “Go to the start menu and select shutdown”
Me: Ok, where’s the start button.
Support: “Go to lower left hand corner of your screen”
Me: What’s a monitor?
Support: Your screen.
Me: You mean, my window?
Support: You computer’s screen.
Me: Oh, duh. Ok
Me: Ok. It says it’s shutting down.
Me: Ok, now my screen is black. What do I do now?
Support: Power on your computer.
Me: Ok, how do i do that?
Support: Look for the on button and push it.
Me: Ok. Oh, I’m sorry. This is a new computer. I can’t find the power button, can you help me. Where is it? What does a power button look like?
Support: There probably is a button in front.
Me: No it’s not there.
Support: Did you check the back?
Me: No it’s not there either.
Support: Do you have your owner’s manual? Your owner’s manual probably tells you that.
Me: Oh ok, can you hold on while I find it.
Support: sure…
Me: (After waiting 5 minutes). Ok, I found it. Hold on. What do i with the power button?
Support: Push it.
Me: Oh ok….Ok now it’s asking me to login. How do i do that?
Support: What operating system are you using?
Me: Microsoft
Support: Which operating system are you using?
Me: Oh, ok. Let me check. Ok my PC has a sticker that says Designed for Windows XP and it has another sticker that says Compatibly with Vista.
Support: That’s not it. Do yo have your owner’s manual.
Me: yes, let me check. Can you hold on?
Support: Never mind, let’s try something simplier. When you started up, did the startup screen say Windows XP?
Me: I don’t remember, should I restart and find out?
Support: No.
ME: Oh, I found my user’s guide. It says I have windows XP Home Edition
Support: Ok, click on the icon that represents you.
Me:…ok. I’m in, now it’s asking me to install XXX CD.
Support: Ok open your cd drive.
Me: Ok. Wait, I don’t think my computer came with one.
Support: Are you sure?
Me: Yes, well the computer came with a cupholder. It’s not a very good cup holder, since the cup holder is flat and doesn’t seem to hold a small cup to well.
Support: That isn’t a cupholder, it’s your cd rom drive.
Me: Oh, silly me. What do i do with the disk now?

…
You get the idea…

[Author]

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