Archive for Wednesday, May 2, 2012

Knology upgrade disrupts customer email, maintenance affects internet service

May 2, 2012


A Knology upgrade to internal systems disrupted some email accounts, said Rod Kutemeier, Knology general manager.

The Monday morning maintenance to the system affected an estimated “5 to 10 percent” of email users, Kutemeier said. However, no emails were lost during the disruption, and all accounts should be back to normal now, Kutemeier said Wednesday morning.

In addition, other internal router maintenance affected Knology internet connectivity last weekend. Kutemeier said most of the internet connection issues could be solved by customers resetting their routers by unplugging and re-plugging connection cords.

Customers still experiencing problems should call 841-2100 for technical support.


Lenette Hamm 5 years, 9 months ago

Sorry, but if "no emails were lost" is accurate, then where are the ones I KNOW I was supposed to receive!!???? I call BS.

Dean Manwaring 5 years, 9 months ago

I agree. I know for a fact that I haven't received emails and still am not receiving emails on webmail.

obamasocks 5 years, 9 months ago

"Internal Router Maintenance"...if its planned maintenance like this, shouldn't they notify customers they might need to restart their routers? As opposed to leaving us all wondering why our internet isn't working?

Good riddance knology.

dragonwagon2 5 years, 9 months ago

I agree, we should have been notified if this was planned maintenance. Less than impressed with Knology service for sure!

NotASquishHead 5 years, 9 months ago

Nice, especially after I just received the flyer yesterday telling us cable is going up $10 and my Internet $3. Great work. Hoping they would at least increase upload speeds.

sad_lawrencian 5 years, 9 months ago

I didn't get that flyer. Is there some way to verify the price hike?

BlackVelvet 5 years, 9 months ago

Yeah, prices go UP and service/performance goes DOWN.

skinny 5 years, 9 months ago

I didn't get that flyer either. If they do raise the rates I am switching to DirecTV,. For 29.95 I can get the same thing then use my over the air antenna to pull in 33 local HD stations. Goodbye Knology!

sad_lawrencian 5 years, 9 months ago

This comment was removed by the site staff for violation of the usage agreement.

Matthew Herbert 5 years, 9 months ago

Keep hoping NotASquish- I just dumped Knology internet for AT&T and in the process am saving myself $20/month and increasing my available bandwidth. The AT&T tech who came out even volunteered to help me set up the wireless router for free. I will never again have to give another one of my dollars to Knology. Never before was bankruptcy so deserved.

gatekeeper 5 years, 9 months ago

Are you getting cable from them also? I want to switch. After yesterday's mailing, I'm done. An additional $204/year to my bill and AT&T would save me a lot.

Curious for opinions of Uverse service.

somedude20 5 years, 9 months ago

I have AT&T 300-Uverse. For about $100 a month I get just about every movie/sports/ect channel that is around but don't just take my word for it:

Evan Ridenour 5 years, 9 months ago

Uverse is awesome. Much less expensive for comparable services than Knology. I have never had a second of downtime and my internet speeds always exceed the stated rate, not fall significantly below it as Knology always is.

Back when I was with Sunflower (and my friends tell me the quality of the services has somehow dropped even from then) my TV cable would frequently have artifacts and it wasn't surprising when service went down all together. The internet speeds would fluctuate drastically and never were even close to listed speeds, it was not uncommon for the internet to go down completely for hours. Additionally being charged ridiculous prices for a low bandwidth cap, low upload speed, effectively low download speed (because of the high variance in actual speed), excessive downtime, etc. really put the nail on the coffin of me ever using them again.

More for your money, less expensive across the board, much better internet and TV quality and reliability... not a hard choice IMO!

lawrence_citizen 5 years, 9 months ago

I switched from Knology to AT&T Uverse last year, can't wait for the 1 year contract to end so I can switch back. The first year was cheaper, but after the new subscriber discounts end the price is higher than Knology. It drops my internet connection fequently, difficulty streaming video and Netflix movies. HD picture is not as clear either. If you think Knology customer service is bad, wait until you try to navigate AT&T. What a nightmare!!

itsalwayssunnyinlarry 5 years, 9 months ago

i had to cancel my netflix because of the terrible speeds. It took like 15min for a video to load. Terrible!

xtronics 5 years, 9 months ago

Last year you switched from Sunflower - not Knology - and Knology is not at all like Sunflower - see my post below - worse than the worst ATT support horror story.

itsalwayssunnyinlarry 5 years, 9 months ago

at&t is a terrible company. I will never deal with them again. Shady business practices... can't wait for my contract to be up with them. I've had it up to here with their billing/customer service.

and the internet is very slow. LIke hard to load a youtube video, slow. it's a little higher today though.

Sarah St. John 5 years, 9 months ago

Cold comfort, I know, jack, but there is one thing I found that improved the look a little bit.... you can switch from the 3-pane mode (which appears to be the default) to a 2-pane mode. I am not in the webmail right now, but I think it was in the upper right corner somewhere. It is still a bit annoying that there isn't a "next" button or up-down arrow (as ladyoneill says) when you're in a message, so you have to go back to the inbox to get to the next message....

And I'm glad to hear I can switch to another color...? Because just looking at all that red is raising my blood pressure.

Laura Wilson 5 years, 9 months ago

I agree with jackbinkelman; the new webmail is horrible. Instead of a simple up/down arrow key to move through messages, you have to go back to the inbox and then open the next message! The worst, though, is that links aren't links! You have to cut and paste it into a new tab or window. How incredibly clunky.

Oh, but you can choose from three pretty colors! lolNOT

I've heard both great things and horror stories about AT&T Uverse tech support but I'm getting closer and closer to switching. I just love my sunflower email name too much--the second they do away with that and we have to go to wowway or whatever it is, I'm out of here.

FlintlockRifle 5 years, 9 months ago

Sorry there Mr. Knology not all e/mails are back, been on the phone every day and night, still not fixed, How you going to compancate your customers. Last even I called and talked to who ever said my ticket was still open, and they were working on it, hethen asked if I was sure I was a customer of your company???, I asked him where he was located and he said South Dakota.-- ATT LOKING BETTER EACH DAY--

Joe Berns 5 years, 9 months ago

I've never been compancated for an issue like this before. Come to think of it, I don't think I've ever heard of someone being compancated for any outages or emails lost. If you can think of someone who has been compancated, or even have an idea of what it means to be compancated, please let me know. I feel like I'm missing out on something here.

Yours in compancation,


kuguardgrl13 5 years, 9 months ago

My home internet has been out since Monday afternoon. FIX IT!!!! Of course getting it through my apartment complex I have to complain to my office because Knology doesn't know that I exist as an individual user. Definitely getting U-Verse when I move.

PennyBrite 5 years, 9 months ago

I haven't received all of my email yet. I know of some my family sent me that I never received. Makes me wonder how many others I didn't receive. I won't ever know.

Someone tell me what are other RELIABLE email options...........I need some choices.

obamasocks 5 years, 9 months ago

gmail. I don't know why people mess with any local provider anyways for mail accounts....there is very little guarantee you'll be able to keep your email more than a couple of years. Pick a big-dog like gmail or microsucks, they'll more reliable, more compatible on different devices, and stick around much longer.

PennyBrite 5 years, 9 months ago

have you had gmail a long time? is it reliable? reliability is all I am concerned with right now. I cannot take a chance of this happening again for reasons I won't go in to here.

Evan Ridenour 5 years, 9 months ago

It is far more reliable than Sunflower -> Knology -> WOW email. I think it has had only two downtimes, ever. I'd recommend Gmail or the free Microsoft mail.

Danielle Brunin 5 years, 9 months ago

I've had gmail for years and never had an issue that I can think of.

JackMcKee 5 years, 9 months ago

How do I submit a "Sound Off"? I still can't access the internet!!!!

brunette_beauty07 5 years, 9 months ago

this was no routine maintenance this was a plan in the making for several months unbeknownst to the public. the fact they're trying to cover their asses makes them look less credible everyday. you might wanna ask them how well they treat their employees. all i have to say is..BURN IN HELL KNOLOGY..

volleydad 5 years, 9 months ago

Whew - glad I jumped to Uverse. If mentioned price hikes are correct, I'm coming out even better on the deal.

Before installation, I wired all the cable, network and telephone lines to a central 'structured media center', and the actual installation took all of 30 minutes - the gateway/DVR 'walk-through' with the installer took longer. Have had very little to complain about - internet upload/download speeds right on the mark for the plan purchased, better picture and reliability. Very pleased with their service so far.

xtronics 5 years, 9 months ago

I singed up with Sunflower because I was told they had better support than ATT's U-verse service. That is no longer true.

There was no notice letter - no email - no phone call warning that they were going to cut our service agreement back.

I've been on the phone from Monday on - I have had a static IP that we pay extra for and they still dropped port 25 (SMPT - what we use for email ) and refused to turn it back on - even temporarily while we sort it out. They finally said the only way they would turn it back on was for us to become a business customer. I had no choice but to agree to their shake-down - in spite of the fact that it doubles the cost.

Sad - but the story didn't stop there - it has been another day and it still isn't on even after agreeing to their shake-down. They have now blocked our email Mon - wed -- so far. I have logged hours and hours on the phone.

IMO Knology has ruined what was once a great company - Sunflower - I suggest that people don't confuse the two.

xtronics 5 years, 9 months ago

BTW - ATT will open port 25 per customer request if you have a static IP - and now they are the cheaper deal...

cummingshawk 5 years, 9 months ago

I received the flyer announcing the price changes. Huh? The rates are carefully broken down into no category I recognize. Looks like I'll have to call the South Dakota help desk to have them explain my new monthly cable rate, and with my billing cycle change from the 1st to the 20th how the old and new month's rates will be prorated. I may talk seriously to one of the ATT rovers trying to sell me U-verse.

FlintHawk 5 years, 9 months ago

We've had intermittent trouble accessing some Internet sites and email since Friday night —totally inconsistent in what sites we could access on what day. Sometimes it was any Google-connected site, sometimes other sites — each day brought a new problem. Starting Sunday, we were consistently unable to access or download email to the computer. Strangely, the LJW has been inaccessible since late Saturday night.

At least once a day we've unplugged the modem, etc. etc. etc. I've called Knology tech support at least twice. Last night the tech said "The problem's not on our end." She gave me new information for my email client; we made the changes (both POP and SMTP) and downloaded email. Great!! Uh, no.

This morning, we had no email again and many web sites were inaccessible, incl. LJW.

Called tech support and was lucky to get honest and knowledgeable help. He said Knology started making changes in their network, servers and email on Friday, and it "hasn't gone exactly as planned." He changed the email POP and SMTP info (again) and my DNS IP and router numbers.

Everything works fine now. BUT. Apparently Knology will be making more changes (and almost certainly won't notify customers). I think our Internet is going to be troubled for weeks. I also don't believe the 5-10% figure. From what I've heard around town this week, I think the number of customers affected was much, much higher. I totally agree that the timing of their rate increase notice is hilarious. They need a new PR department, for sure.

J 5 years, 9 months ago

In the last couple of weeks I've had webmail problems, email problems, and then yesterday, no internet at all. I believe that a credit to customers would only be fair, considering that the services we were paying for were not available. For those who work from home this is especially frustrating, and Knology will need to make things right if they want to keep their customers.

bshm 5 years, 9 months ago

Knology, and Rod Kutemeier, are complete jokes. I got rid of them for TV service a few months ago in favor of DirecTV and couldn't be happier. However, my work uses Knology for email services and as of right now I have lost ALL of my emails from Monday that I never received in the first place due to the "disruption."

irvan moore 5 years, 9 months ago

i like it when you call and they say your satisfaction is important to them

Ron Holzwarth 5 years, 9 months ago

(Insert obscene joke here.)

Oh, that was great, honey. I hope it was as good for you as it was for me!

Rick Aldrich 5 years, 9 months ago

KNOLOGY is a JOKE!!!!!! ordered my Direct TV last night. I've had pixelating issues on a daily basis since last July. I've wasted so much of my off time letting installers and supervisors try this and try that with no positive results. but i continue to receive a monthly full amount bill. i just hope for all you knology users that WOW! will take care of you better than the current wantabe cable company.

lionheart72661 5 years, 9 months ago

Yeah! then they change our billing cycle and really jacks with us! Really starting to get annoyed with them.

tir 5 years, 9 months ago

Well, I found a Cox ad in my Sunday paper, which I thought was odd, since I thought it was not available here. BUT according to their website, Cox IS available in Lawrence! See here:

Has anybody here had any experience with their service? I don't want to risk switching to U-verse because I can't get their tv in my area, just internet, and there are a lot of people who say their service sucks. But if Cox is really available, and reliable, I would be open to giving them a try. The Knology rate increase coupled with the recent eff-ups are making me an unhappy customer.

tir 5 years, 9 months ago

Well, scrap that. That website is completely incorrect. Cox has no service here. Too bad. We need more competition.

50YearResident 5 years, 9 months ago

My email works fine, but It doesn;t keep me logged in.
when I leave and return I have to sign in again. Is there a fix fir that?

5thStPhoggers 5 years, 9 months ago

I think it's time to climb up on the roof and put up an old school antenna. The way this "company" is being bought and sold, I can't imagine things getting any better. Service is pretty much trial and error. The last time(s) they came out they replaced the NID(?) but the problems persisted. After 2 or 3 more trips, during which they pretty much checked or replaced everything, they replaced the NID again. Turns out these are not being manufactured anymore and when they replace one, oftentimes it ends up back in the truck and then on somebody else's house. Aging equipment, poor service, bad connections. All this and a rate increase too. What more could we ask for?

Ron Holzwarth 5 years, 9 months ago

What more could we ask for?

(This comment has been removed for violation of the user agreement.)

50YearResident 5 years, 9 months ago

For you people that have lost internet service, have you tried unplugging your internet box (not the cable box) and wireless converter for 20 seconds and pluggung them back in? Then after about 2 min it will return to normal on service. I have to do it after every power outage even when it only blinks off.

for you

FlintHawk 5 years, 9 months ago

Same here. You have to call Knology and get the new DNS #s for your computer to know where to go. We must be part of the alleged 5%

Mel Wedermyer 5 years, 9 months ago

I hate the increase of $10 when I already pay them $170 a month and don't have any premium channels, just phone, internet and cable. Talk about over priced. In a down economy you should be lowering the price not raising it. Then on top of it, the outage.

50YearResident 5 years, 9 months ago

Wow! My first house payment was $87 mo. and TV channels were free with a antena. I even used rabbit ears for several years. How times have changed.

FlintHawk 5 years, 9 months ago

Totally agree. Decided yesterday to drop Knology's landline phone service and just use our cells. Will also drop back down to Bronze cable. Their Internet bandwith pricing is so screwed that we'll have to stick with Silver:

Basic is 3 GB. Really? says that 60-some percent of Lawrence customers use 6 GB a month — that means, like us, they have to go with the next step of 50 GB or buy 20 GB extra or pay the overage costs. If over 50% of customers use 6 GB/month, why isn't there a 10 GB option? $$$$$$$$$

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