Time Warner Cable - Signature Home Service - Page 2

Welcome Larry! What is your hardline speed? I was clocking between 40-50 over my wireless with the Motorola modem. Is your wireless device b/g or n capable? If you have a wireless B it would explain your slow speeds. Have you discussed the issue with Time Warner?

I'm glad you have a reliable connection and have not had the issues I'm having. However, I may have fixed the issue on my own by tweaking the modem settings. I will posted what I did here after a little while of usage to confirm it indeed did correct the dropping problem.

When the Motorola is up and running, I prefer it to the uBee - while the uBee had more user friendly menus & setup, the Motorola has much better wireless range. I would lose my wireless connection at the far end of the house with the uBee, the Motorola gives me full bars wherever I got in the home.

I'm hopeful more Sig Home users will find this thread and contribute information. Everything is helpful - problems & solutions, new features, tip & tricks - different equipment information from location to location (division). So, please keep any info coming and if you know other Sig Home users, refer them here for discussion!

UPDATE:

Well, after changing some settings and getting a more reliable connection while multi-tasking I have come to the conclusion that the modems Time Warner issues are CRAP! Another lost connection tonight on my LAN connected PC and only that PC. The modem keeps dropping the DNS and locking up my network adapter. I can only fix this by resetting the adapter in the computer. Outside of my issues there, I now have a connectivity issue with my phone where I have to reset the IP on that device too in order to get a Wi-Fi connection. This issue is now isolated down to the modems as they have replaced my drop and pro - grade amp with their equipment. According to them, the modem isn't going out - which they won't see because the actual Internet connection is still there, but the modem drops the LAN connection. There is no other reason for these problems other than faulty hardware. This is getting stale fast and there is no decent alternative. I found two better gateway devices, but can't get them. On top of that, the lead Sig Home tech was back out Wednesday and I went over a few options with him with the modem settings showing him what I did to fix the slow down problem where the connection dropped out when to many requests were made (IP Flooding). He was nice enough to give me his personal number to report problems too and said a supervisor would be getting in touch with me, as well as getting this new drop buried. Well, the supervisor never called me and the drop is still running across my yard. If this is Signature "White Glove" Service they have a way to go. I'm still willing to work with them, but my Internet portion of my bill should remain credited until they fix the problem.

Actually the Whole Home DVR works great minus some features that should be added - most notably is Series Management for each unit. However, they did add the ability to delete remotely - IE: if I finish watching a show in the bedroom that is stored on the Living Room, I can now delete it if I want to in the bedroom. What I mean by Series management is that I want to be able to see my scheduled list and series manager for each unit in one list regardless of which unit I happen to be on. I would also like to see some distinction in the list as to which unit the show resides on.

Ideally, they will make the units so they show up as one cohesive unit where they function as one. Then you would have four (of more) available tuners for conflict, the recording space used would be for the whole network and not each unit and as stated above, the series management would be seamless.

The Whole Home is the best thing about Signature Home because I've had so may Wideband issues. I have been waiting to comment more on that simply because I want to have it longer to gauge performance. I will say that I'm on my fourth modem (back to a uBee) and after discussing options with a division supervisor and actually giving them some solutions, it has been working well since Monday when I put it in. That said, a firmware update is planned within the next few weeks to tweak some things, so I will continue updating on it as time goes by. When the Wideband connection is stable, it screams. I get consistent speed (not PowerBoosted) and Tuesday I downloaded a 12GB file in a few minutes. Hopefully, the issue is resolved.

Bottom line is that if you are in a Triple Play and want to add Whole Home DVR then Sig Home is a far better value (unless you are under some promotional plan). Triple Play at regular price with Whole Home would be approximately $175 for me. Sig Home is $200 and adds Wideband plus some other options. Whole Home is $20 plus equipment. Wideband Internet on it's own is $99.

It should come with Navigator 4.1 and hopefully subsequent versions will bring the functionality I mention.

Did you disable the IP Flood Control? Also, I spoke with the area supervisor again today (he gave me his phone number so I don't have to go through the CSR's) and he confirms a firmware update is forthcoming. I replaced a Motorola with another uBee modem on Monday and have not witnessed any dropped connections. That doesn't mean it didn't happen, but if it did I wasn't around at the time.

Hopefully, this firmware update fixes it. Again tonight, I installed my Windoes updates and after reboot - no internet connection. I had to once again disable the adapter and then re-enable it.

It is coming from uBee. I am being told the script is done and it's being made ready for release. It will be a behind the scenes update. They are going to send it from the headend.

IP Flood is ENABLED by default and I'm betting the firmware will address that. I have already configured my router. My only real issue now is that everytime I boot my computer, I have to reset my network adapter. I always lose my connection on reboot of my LAN connected PC.

The supervisor I talked to said it should be within the coming weeks, but who knows. I believe they are going to contact me before it goes out. I will update here once I know. However, I'll be upstate filming Star Trek Phase II over the next week, so I won't be around. Internet access is limited up there and there is no 3G, but I will keep posted via my forum app.

Well, I'm out of town and apparently the phone and Internet have been down all day. Just got a bill too and only see one credit. I'm going to be calling in and demanding full credit for the net or at least a months full credit. This is getting ridiculous and I know there is a firmware update coming but the service is still completely unreliable. My standard package was rock solid and if the firmware update doesn't fix this then I'm scrapping Sig Home.

Well the supervisor called me back today after I left him a message stating my issue with the service and lack of credit for the outages. He authorized a $200 credit to the account for the month and is sending Daryl out to monitor the line because the are detecting issues. I explained my frustration and told him to please notify me as soon as the firmware update is pushed out. I truly want this issue to be resolved, but if they can't I standby my willingness to terminate/downgrade services.

Well, just a further update. Now I am losing both modems. The phone and Internet die simultaneously multiple times per day. No answers from Time Warner either other than the forthcoming firmware patch. However, that is for the uBee modem only. I have no idea why the Arris is suddenly dropping as well. At this time I would urge anyone even considering Signature Home to NOT GET IT!

The service is far too unreliable and had I known this would be the headache it is, I never would have "upgraded". I',m knee deep in it now and am going to wait out the firmware update, but I now believe there is a headend problem. Something with the headend just doesn't work well with the current crop of equipment. I am going to continue to demand full credit for at minimum, the Internet and phone as each has daily outages.

The levels are fine. They have been monitored and checked recently. The weather is consistent and for the past 5 years before the "upgrade" to Sig Home everything was fine. Ever since the modem swaps with Sig Home there have been nothing but problems. The phone issues started after they swapped out my equipment with theirs - a 15db amp pushing through a splitter whereas I had a high end distribution block. I will probably re-install my unit and further test.

I am pushing them to get me one gateway device to replace the multiple items there now. If you follow the thread from the start, you can see what has been done up to this point.

A side note is that the MoCa is the only thing actually working like it should!

I am going to pull signal levels today because I have time and because now my set top boxes are flaking out. Twice in the past two days I have had the Whole Home DVR lock up the box completely requiring a reboot. So, now, all three services are not working properly.

The Remote DVR Manager Service is also down again which was a system wide problem about two weeks ago.

I left a message at the area supervisors voicemail again yesterday and await a call back. I can definitely see where there amp/splitter combo is negatively affecting the levels whereas my zero return loss unit kept them at or close to what they came in at. However, they are still in "acceptable" range.

I agree that moving to Signature Home should NOT have mattered, but the only variable here is the equipment minus the Arris Telephony Modem. I have had that unit for 5 years (but it was previously hooked into my personal Cisco router).

The bottom line either way is I am paying TOP DOLLAR for a service that has been a complete disaster from the get go. I shouldn't have to troubleshoot it, THEY should. These problems have been ongoing now since the install date a month ago. THEY NEED TO BE FIXED!