RCN Complaint - Lack of Internet Connectivity
WOODSIDE, NEW YORK -- Ever since I signed up for RCN Communications' services on Sept 25th, 2003, the experience has been extremely horrible.
Day 2 of my new service, I had to have a tech out to test the modem (customer supplied) RCA DCM 245R. It could not connect to the internet. The modem was the closest to the cable drop, which was split by a 3 way splitter. The initial technician (a RCN contractor) had removed an existing good 2000 MHZ splitter from the line and replaced it with one of his own.
10 days later, I had an issue with the cable TV service on my second TV. This was due to the fact that the cable line was existed before RCN came and it had no copper in it. The tech then came out to replace the entire line setup from the drop on with all new RCN lines, just to alleviate problems. He also noticed the work of the previous contractor, which had ran 200 ft of coax along the house, and then split the signal to the 2 TVs and cable internet with a 3 way splitter.
The technician then proceeded to rerun the lines. His name was Stephen and his tech number is 32226 and he was extremely professional and courteous. He told us that the previous contractor should not have run the lines like that. He then proceeded to correct the problem. He also allowed us to use his caulking gun to seal a hole in the house where the 2 TV line enters, which was very thoughtful of him.
The internet problem persisted a week after the tech ran the new lines, and I tested all my connections. I then determined it might have been the cable modem being defective, and I shipped it back to RCA for repair. It arrived back 4 weeks later, and it still was never tested by RCA to ensure it worked properly since the tamper seal was not broken.
I then called RCN for a tech to come out to my house to test the lines and the modem and the signal levels were downstream 5 dbMv, which I was told was in range. Although, the signal levels seemed fine, the extreme amount of packet loss upwards of 40% made the connection extremely unstable.
I later decided to purchase a retail boxed Toshiba PCX 2200 from Staples, and test to see if it was the used RCA modem that was causing the problem. I know that Toshiba modems, are a cable industry standard so they would work with any provider. The Toshiba worked amazingly even with extreme swings in signal levels like -12 to 12 dBmV. Unfortunately, the internet connection speed and quality suffered due to the high signal levels.
At times, I have experienced 200ms pings to the rcn.net, rcn.com servers. I even tested with Google’s servers, and I experienced the same results.
I tested the connection yesterday, with a tech by the name of Brent and he was extremely helpful and viewed all the data I gave him. He even conducted tests of his own and found 75% loss on the connection. In most of the tests I have conducted, I have found that there is 2% loss on all rcn.com routers to my connection. In some instances, it can go even as high as 20% on all 5 RCN routers used to connect me to the internet. This means that in effect there is no way I am able to connect or route to the internet.
I have tried on many different occasions, to get service credits for the lack of service on my account. I contacted Brent yesterday, and he spoke with a supervisor and credited my account for one month’s internet service.
I have experienced inconsistent billing with RCN, my bill should come out to $85 a month, and last month it came out to $75, and this month it came out to $90. It is extremely difficult to correct the billing issues I have had with RCN. I was provisioned for the MegaModem Mach 3 service, and was to be upgraded to Mach 5 automatically when they changed the tier on Oct 15th. I had to call customer support to get that changed. It was part of the package deal I had when I first started with RCN.
If David McCourt wants to keep existing customers, he should focus on correcting the problems with the service. This costs RCN in both the time and manpower used to alleviate these problems. If these problems did not occur, RCN would save millions all that is needed to fix this is attention to details, and followthrough.
I have relatives who wish to switch to RCN to save money since Time Warner always keeps raising their rates, but I tell them not to. If they have to endure the horrors I went through with this service its pointless. I switched from Time Warner & Verizon to RCN because of their bundled packages. Its everything under one roof. It also would save me $60 a month for the 1 st year, and then $40 thereafter.
If I would have know that I would have wasted this much time fixing internet problems with RCN. I would have never switched. The phone and the cable tv service is amazing, no converter needed for basic, which saves us $10 a month on rental costs. With all the positives they have these negatives.
Also, I am not a gamer, and I really do not use my internet connection to play online games. Most of the people that are signing up for your services now, happen to be gamers. They are the most demanding customers out there. I even talked with one of them and they switched to RCN because of me. That was before all of the routing, DNS, and connection problems arose. This was after the Mach 5 upgrades. I would have to say that plan may have destabilized the network.
I have lodged 5 complaints with the NYC DOIT with regards to RCN services. I have 2 phone numbers from RCN. One for cable plant maintenance managers, and another for the Queens Operations manager. I call them and they never respond to my queries. If they do, the issue is resolved when they call. The connection seems to go down between 5 pm-2 am. Sometimes it stays off for days at a time. This issue is really annoying me. I wish I could switch but I probably would have the same problems with Time Warner again.