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Archive for Thursday, October 27, 2011

Some Knology customers experience Internet outages, delays

October 27, 2011

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Some Internet customers of Knology were unable to get online or experienced delays during a two-hour period Thursday afternoon.

Rod Kutemeier, general manager of Knology, said the connection with one of the company’s three Internet backbone providers went down briefly.

The disruption occurred approximately between noon and 2 p.m. Kutemeier said he didn’t know the cause of the problem. The provider, whom he declined to identify, was preparing a report for Knology, he said.

He said the disruption was “not common and we don’t expect to see it again.” He said he didn’t know how many people were affected by the down time.

Comments

Laura Wilson 2 years, 10 months ago

My whole office building was--we have knology VOIP phones and internet. The weird thing? I could access my sunflower email account. It was the only site that would load online.

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DillonBarnes 2 years, 10 months ago

You know that system of tubes that is the interent? It has to "hop" from one location to another. So to access a website, your signal may jump between 10+ servers before you get to the website. To connect to Sunflower.com (yep, I still use that site), it's a short 4 hop to their servers, before the one that messed up.

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jaybird79 2 years, 10 months ago

I was at Late Night at the Phog the other week and they had a skit with Knology man playing BBall with other mascots. Funny thing was that every time Knology man touched the ball, the whole fieldhouse booed! It sure doesn't say much for a new company in town draw that kind of ire from so many people. I think many are getting fed up with the poor and unreliable service.

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sad_lawrencian 2 years, 10 months ago

Knology's customer service sucks, I mean SUCKS. Unbelievably bad. And I mean that in comparison to other companies like AT&T, Verizon, T-Mobile and others. I really can't express how attractive AT&T became after Knology moved into town. And besides, Knology has really not improved upon the service plans that were offered by Sunflower Broadband.

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ljwhirled 2 years, 10 months ago

Don't expect them to. They paid $160,000,000 for the network. To recoup the money, they are going to run the network without additional investment for the next 10 years.

That means no new technology, no new bandwidth and crappy customer service.

It will get worse before it gets better.

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ResQd 2 years, 10 months ago

You serious! I actually think their customer service is great. I've never been on hold for long and have always had pleasant support help. Maybe you just had someone who was having a bad day.

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Kendall Simmons 2 years, 10 months ago

I've always had pleasant service...but it takes forever to actually find the right person. I've literally had to be transferred 4 different times more than once...always to nice people...to get to the right one for a minor problem.

Plus I wish they'd update their website to include Lawrence.

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Graczyk 2 years, 10 months ago

Knology internet service has been slow for a few weeks at least.

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Lauralnk 2 years, 10 months ago

I could not connect on my laptop, however my roommate has a desktop and it worked just fine. Can anyone explain that to me? We use the same modem & router.

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MarcoPogo 2 years, 10 months ago

It all depends on what websites you were each using - some worked with no problem, some did not. I could get to wikipedia without a problem but not Yahoo. Depends where in the "web" your destination was.

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DillonBarnes 2 years, 10 months ago

The service went in and out, chances are you hit wikipedia on an upswing. I was watching the signal via Pingplotter and I'd wait to load a page when I got a quick burst of connection. It only lasted a few seconds at a time though.

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kernal 2 years, 10 months ago

Their customer service office in Dakota needs to quit lying to customers just because they don't know the answer to a problem. That was the catalyst that caused me to cancel my cable service with them.

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Chris Lempa 2 years, 10 months ago

Knology's customer service is terrible. I used to recommend Sunflower to people when they asked about internet providers (this was even with the nonsensical fee I paid for not owning a TV and the data caps). Knology pretty much tanked any decent thing that Sunflower had going for it.

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MasterShake 2 years, 10 months ago

It was Level3 that had the outage. Anything connected to sunflower (if you are on their network) was fine. Once you tried to leave the Sunflower network, it got lost. If the physical link wan't the issue, they (level3) likely horked a routing table.

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ylime3499 2 years, 10 months ago

I live on Jana which is very close to 6th and Kasold and get it. Have you gone into an AT&T store and asked?

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ljwhirled 2 years, 10 months ago

Freenet has solid service near 6th and Kasold. Ask for a direct link to one of their tower sites.

Here is a Speedtest run today from my apartment (near 23rd and Alabama).

http://www.speedtest.net/result/1559332176.png

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Alceste 2 years, 10 months ago

p>speedtest.net is well known in the industry for WAYYYYY overstating "speed". Try your testing at http://www.speakeasy.net/speedtest and for an even more conservative measurment go to http://www.dslreports.com and look for tools....then select speedtest. Compare....

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ljwhirled 2 years, 10 months ago

It is the same tool, Ookla. 13Mbps down, 12.5Mbps up.

Last Result: Download Speed: 13089 kbps (1636.1 KB/sec transfer rate) Upload Speed: 12556 kbps (1569.5 KB/sec transfer rate)

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ljwhirled 2 years, 10 months ago

It is the same tool, Ookla. 13Mbps down, 12.5Mbps up.

Last Result: Download Speed: 13089 kbps (1636.1 KB/sec transfer rate) Upload Speed: 12556 kbps (1569.5 KB/sec transfer rate)

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newtongirl 2 years, 10 months ago

I've heard that you have to call AT&T to confirm availability because their website search is inaccurate.

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Eride 2 years, 10 months ago

This is correct. I have Uverse and when I got it the online search said it wasn't available. Every friend I have referred to them has also had to call to confirm availability. I would suggest people get AT&T Uverse if they can. It is much less expensive, is much more reliable, the bandwidth cap is 5 times more then Knology, and unlike the quoted speeds Knology gives you, the ones AT&T quote you actually get.

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ylime3499 2 years, 10 months ago

I love AT&T! I switched when our internet was out, called Knology and was told they needed to send a tech. out. Tech. came and said, "It's above my pay grade to know how to fix this". Called the help line back and they said the same thing!! When I went to AT&T it was amazing! I was paying about $80 for Knology internet (cut in and out all the time BUT "up to” 50mbps). Speedtest.net showed I would be at maybe 12mbps, but about 4mbps at peak times. AT&T is a direct line to your house for only you to use. The lowest I’ve been is 10mbps since switching, and I’m paying $39.95 ($40) a month. Knology is horrible.

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Fred Whitehead Jr. 2 years, 10 months ago

Add "ditto" to my experiences. Knology was a bill of goods sold to Sunflower Broadband by a group of snake oil salesmen and now we get the real truth, this is a third rate pseudo service outfit that no one knows where they are. Who they are. Just what the nell was Sunflower thinking or who was paid off to bring this crappy service to Lawrence?

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Fred Whitehead Jr. 2 years, 10 months ago

Add "ditto" to my experiences. Knology was a bill of goods sold to Sunflower Broadband by a group of snake oil salesmen and now we get the real truth, this is a third rate pseudo service outfit that no one knows where they are. Who they are. Just what the nell was Sunflower thinking or who was paid off to bring this crappy service to Lawrence?

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Fred Whitehead Jr. 2 years, 10 months ago

See, this stupid network transmits my posts in duplicate, this is the second time.

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rockchalker52 2 years, 10 months ago

Can appreciate y'all's frustration, but I'm not tech savvy enough to have an opinion. The intertubes went flat so I went outside to water my shrubs.

"horked a routing table." wassat? Is that legal in Kansas?

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shorttrees 2 years, 10 months ago

I'm yet another who is fed up with Knology and their crappy service. I've had more problems in just over a year of Knology service than I had in the previous 10 years total with Sunflower.

Knology is a 3rd rate company at best.

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Sigmund 2 years, 10 months ago

After years of Sunflower's basic Bronze Level cable service, I switched to ATT Uverse. Sunflower used to be a great value by offering Basic Level HD channels unencrypted which saved me $10/month on 4 HD TV's. So when Knology began encrypting many of their non-premium HD and digital SD channels I switched to Uverse instead of paying an additional $40/month.

I am really impressed with Uverse's IPTV and ATT's channel line up! For $9/month more than what I paid Knology; all four TV's are HD, they get many more channels, I got a DVR with a 250GB disk, and I can record up to 4 HD programs at once and then play them back on any TV. The DVR alone is worth the additional $9/month not to mention all the additional channels.

More details on the changes at Knology Cable TV service and why I switched to ATT Uverse can be found here. http://www2.ljworld.com/weblogs/sigmund/2010/aug/4/qam-qualms/

Knology's local management are empty suits and the local staff do their best given the incompetent management and their inane policies and decisions.

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Enlightenment 2 years, 10 months ago

Couldn't agree more with the posters indicating poor service from Knology. Additionally, the price of services has increased significantly since Knology acquired Sunflower. They have such a monopoly on cable in Lawrence and if I had a choice, I'd drop their service in a heartbeat.

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Enlightenment 2 years, 10 months ago

BTW, does anyone know if it is possible to get local broadcasts via Tivo without having cable service?

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Sigmund 2 years, 10 months ago

Enlightenment (anonymous) says… "They have such a monopoly on cable in Lawrence and if I had a choice, I'd drop their service in a heartbeat."

Since ATT Uverse is available most everywhere in Lawrence (despite what ATT's service availability website erroneously reports), Knology is hardly a monopoly for TV or Internet services.

Enlightenment (anonymous) says… "BTW, does anyone know if it is possible to get local broadcasts via Tivo without having cable service?" http://www.tivo.com/products/tivo-accessories/dvr-cables/index.html

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melott 2 years, 10 months ago

I have ATT phone service. I would say the customer service is the worst in the world. I have been led around in circles more times than I can count. For this reason, I would be averse to giving them any more business.

In addition, since the sale to Knology, I have not seen any degradation (yet) in my TV or internet service.

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Liberty275 2 years, 10 months ago

"The provider, whom he declined to identify, was"

Sprint.

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Rick Aldrich 2 years, 10 months ago

That's where tracert was timing out for me. Like on the 6th hop.

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DillonBarnes 2 years, 10 months ago

Anybody getting continued slow service this evening?

I'm running at less than 10% my normal speed.

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LHS56 2 years, 10 months ago

My response from the help desk has basically been no response. I had to go through the whole meal deal of telephone number, pin number, dogs name, etc. Then....we can't help with that problem. They gave me the phone number of the computer manufacture company and Outlook. Not even a thanks for calling and have a great day. I'm one more problem from changing carriers. Knology might find that they spent $160,000,000 for a bunch of outdated wiring and poor service. (I always had great help with the local people at Sunflower.)

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leeroy_johnson 2 years, 10 months ago

What may surprise you is the network staff and he operations staff that provided the great service before knology bought sunflower is gone.

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Curtis Lange 2 years, 10 months ago

Knology just flat out sucks. Service from Sunflower was great, but once Knology took over I have had issue after issue...

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aha 2 years, 10 months ago

i switched to uverse 2 years ago (before knology took over), and have not regretted it since. the internet service is especially great. no lags or outages in 2 years. i was constantly having issues with sunflower. the office i work for unfortunately has knology, so we were unable to get a lot of work done during those two hours.

i did briefly consider going back to sunflower/knology. thank goodness today knocked that idea out of my mind.

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Oldsoul 2 years, 10 months ago

I was worried I wouldn't be able to sign in for my telecommuting job Thursday afternoon and managed to track down an 800 number in case I need to phone my boss across the globe. Luckily all necessary sites were back online by mid-afternoon. My connections were so slow earlier I used system restore. Had hoped to listen to an internet radio show from the west coast at noon but missed it due to the connectivity issue.

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Oldsoul 2 years, 10 months ago

I was worried I wouldn't be able to sign in for my telecommuting job Thursday afternoon and managed to track down an 800 number in case I need to phone my boss across the globe. Luckily all necessary sites were back online by mid-afternoon. My connections were so slow earlier I used system restore. Had hoped to listen to an internet radio show from the west coast at noon but missed it due to the connectivity issue.

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Oldsoul 2 years, 10 months ago

I was worried I wouldn't be able to sign in for my telecommuting job Thursday afternoon and managed to track down an 800 number in case I need to phone my boss across the globe. Luckily all necessary sites were back online by mid-afternoon. My connections were so slow earlier I used system restore. Had hoped to listen to an internet radio show from the west coast at noon but missed it due to the connectivity issue.

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Oldsoul 2 years, 10 months ago

I was worried I wouldn't be able to sign in for my telecommuting job Thursday afternoon and managed to track down an 800 number in case I need to phone my boss across the globe. Luckily all necessary sites were back online by mid-afternoon. My connections were so slow earlier I used system restore. Had hoped to listen to an internet radio show from the west coast at noon but missed it due to the connectivity issue.

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Kendall Simmons 2 years, 10 months ago

Do you not realize that System Restore has nothing whatsoever to do with "restoring" your Internet connection?

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Pete_Schweti 2 years, 10 months ago

"My connections were so slow earlier I used system restore. "

What?

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ljwhirled 2 years, 10 months ago

I ran out of gas, so I re-built the engine.

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EastCoaster 2 years, 10 months ago

I'm laughing about the people complaining about the customer service. I used to work for that Dept with SFBB. Where was the community when it was announced there were going to be layoffs? As the customer you guys had the power to keep the jobs here in town. But you were all crickets. Now you get just what you deserve. When you have a good thing going locally you need to stand up and protect it rather then sit back with a wait and see approach. If you all would be willing to do without TV and Internet and landline for a week, you call could have canceled service and bet your behind that publicly traded company would have kept the local customer service department. But nobody stood in solidarity with their neighbors did they? Now your problems are handled by people in SD and GA by people who don't know you as a neighbor.

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ljwhirled 2 years, 10 months ago

The City or County could have bought it. They could have turned it into a Co-op.

Lots of cities run their own fiber networks: http://www.wilsonnc.org/living/fiberopticnetwork/

There were plenty of options. Sunflower didn't even contact the city to let them know about the sale. The commissioners found out about it from a news report.

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Kendall Simmons 2 years, 10 months ago

Like it or not, the truth is that all we could have actually bet our behinds would happen was that we would have been "without TV and Internet and landline for a week".

And why would this even cross our minds to do???

I mean, were you and your colleagues writing letters to the editor encouraging your neighbors to do this? Were you and your colleagues posting to local forums encouraging your neighbors to do this?

If not, then why are you blaming us for being "crickets"???

Sadly, based on your post, you sound like the kind of customer service representative that the rest of us complain about.

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ljwhirled 2 years, 10 months ago

You guys over at Sunflower were so vocal when the other local ISP was looking for resources! oh, I forgot, you took the issue to the Kansas Corporation Commission and tried to make sure they couldn't compete.

Too bad they don't have jobs for you now. Boo, hoo.

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bevandrex 2 years, 10 months ago

Being laid off after Knology bought Sunflower was one of the best things to happen to me. I have a much better job where I work for a company I can really get behind. Rather than working for $9.50 an hour for a company I had zero confidience in. When we found out Knology was buying the company EVERYONE in Customer Service knew that we were going to be the first ones cut, and after seeing the huge amount of complaints online from existing Knology clients, I wasn't too upset about being laid off. I heard from just about everyone I knew in the community, saying they were outraged by Knology dropping all of the Customer Service people in Lawrence. I appreciated the community being vocal about their concerns and disappointment in the World Company's decision to sell Sunflower. No one could have raised a big enough stink to make the greedy Simon's family keep us on. If you have Knology, please switch to another provider if you can. They have one of the most horrible reputations with their customers all over the nation and they could care less about the Lawrence community.

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Chris Lempa 2 years, 10 months ago

I can't stomach ATT, so I am stuck with Knology. It's pretty sad.

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sad_lawrencian 2 years, 10 months ago

This just in: Knology is changing their name to GNAWLOGY. Why? Because they can.

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