Within the last two months I have been having incredibly poor connection when it comes to speeds and packet loss. I understand from time to time this will happen. I called about a month ago to RoadRunner, and they sent a tech out to the house only to see that the equipment was perfect. It was ok (at the time as it was off-peak hours) but when I got home later that night, there it was dropping connection like a son of a gun.

I was patient, I called and noted the problem, and I said if it would continue for another week I would call them back. I didn’t call them back in a week, I called about a week ago from this posting. I had to explain the issue again to tech support, and as always they always think it’s never their problem (I guess based on statistics it isn’t, it’s some computer newbie who didn’t know their computer had to be on). I had a 30 minute call to them, to finally have a level 3 technician tell me that they are upgrading the equipment in the area and that it was going to take about 25 more days to complete (as they had to lay fiber, make room in the equipment racks, etc) and I fully understand that it is a multi step process and it takes time to complete.

What I do not appreciate is that you have to talk to a Level 3 Technician from RoadRunner support before you get answers. Back in the day when roadrunner started (yes I had it that very year…) we had a nice page we could click on right from rr.com that would show network status. At the time it was a static page that someone updated… Regardless, they would tell you of known overloaded areas and down areas, and properly working areas. Now we have to contact support, talk to someone who makes it think it’s our fault and we shouldn’t live, to sit on hold to get transferred to level 3 support for them to say there is a known problem.

I am demanding that RoadRunner and all other ISPs become more open with their network status’. If only they understood that customers LIKED transparency and like to see if there are problems. We all know nothing will ever work perfect, but it’s nice to know someone is addressing it.

Hell, why not have an email system, if you can put your zipcode to an email list in a database, if they know what zipcodes are affected by something email us. It seems like such an easy thing to do, yet they want to think they things never go wrong.

I will have to wait 17 more days from day until they have it scheduled to be up and running with an expanded connection. On that day I will call demanding either a credit of some sort for the annoyance of not even having throughput in ‘peak’ times to watch a STANDARD DEF 360p YouTube videos.