Just upgraded my network (another example of good customer service too)

[MusicDirector]

I got a note from Time Warner telling me I need a new modem because of work they did on the wires or something. Just got around to doing the modem swap today and it was not as easy as I thought, although it was supposed to be....not my first rodeo either.
So of course, everything goes wrong and I find myself on the phone with TW tech support. I got lucky and didn't get a jerk because I had to reveal what I had (Roku = ok, my own router = ok, Vonage = sticky point). Anyway, they guy was actually really nice and helpful, found out none of the problems I has were me. They have been having issues with modem activation and such. We eventually got everything resolved and I got some benefit to boot.
I'm using their wireless network now off the new modem and both that and the regular ethernet cable connection are blazing fast!
The guy told me that there is no extra cost as it is included in my package. I told him that the rep notifying me of the mandatory modem upgrade had nothing to do with speed and I would not notice anything. The tech guy told me that rep was wrong. I have their highest internet tier for my area which was 50MBS on the download (I pay no attention to up load, I never use it). Now, according to the tech I think he said I'm now double on the download or something.
All I know is that I'm blazing fast now and I was not that slow before. I'm still a little apprehensive about being on their network instead of my own router and such, but if anything goes wrong they have to support it instead of me.
Unfortunately I am without a phone right now. TW told me my router is not compatible with the modem and I need to call Linksys. Getting a hold of them is like pulling teeth and they charge too.

I got to thinking, "since this modem is also a router, hub, switch and kitchen sink, why couldn't I just tap into it directly for my Vonage"? So I called Vonage and got a very helpful tech guy again (I should buy a lottery ticket at this point). He asked me the model of modem TW gave me and said "ah, I know exactly what to do, yes you can tap directly, we just need to activate a port that TW doesn't want to do because they want you on their phone service, but they won't make any trouble. So we proceeded and he checked his network and my current (old) vonage gear and we found that my gear was too old and would not sync up. So at no cost to me he is sending out brand new gear and is calling me back when it arrives and will get everything up for me. He said it was a delight talking with me because I knew what I was talking about and was easy to work with. He is calling me back on a different line in about 3 days when the gear arrives and has to do some stuff on their end and I'll have my phone service back, better than ever.
Oh, by the way, my Squeezebox is blazing along now too!
Maybe using the TW service won't be too bad?

Now that stuff right there is called service! Vonage rocks! Much easier than calling Linksys and going through that.

 

[joeinid]

Awesome! Sometimes everything does work out well in the end.

 

[bzr]

Eric, I have wasted so much time & energy through the service provider here, I understand your post. Nice to have a win like this & it all comes down to talking to an intelligent person who wants to help you.

 

[MusicDirector]

Eric, I have wasted so much time & energy through the service provider here, I understand your post. Nice to have a win like this & it all comes down to talking to an intelligent person who wants to help you.

Oh, don't I know it! TW is not known for their service excellence, I got lucky. I'm still wondering what compromises I might have made, if any, by excepting the changes, but time will tell.

When I first got Vonage, it was (still is) one of my better moves in life, but back then their tech support was a little spotty and one really had to learn what they were doing to set things up and such. Things have sure changed with them! Of course, they have grown to a rather large size, so at some point you have to up your game to survive. That said though back almost 10 years ago when I switched from AT&T (who were raping me almost in the literal sense), Vonage went to bat for me! At the time AT&T were randomly selecting customers who were trying to leave to harass, block and hold by all means, even to the point of spending tens of thousands just to retain a $60-$70 per month customer. (Makes no sense, I know). Believe it or not, it took lawyers from both sides to get the release needed for the switch! It took me 4 months to get Vonage! I had to fill out several letters, affidavits, etc and fax back and forth, phone calls and all kinds of gymnastics. The normal way requires one phone call and one affidavit of release of number! Stupidest thing I've ever been through! The Vonage people put up enough fight to get it done.