"Here is the entirety of the question: 40M per channel, 6141 has 8 channels down, 4 up, 6183 has 16 down, 4 up. Both of these should EASILY be able to do even the 300 ultimate plans but you list the 6141 stopping at 100m. Even the 6121 should easily be able to do the 100M plan"

Transfer after transfer... No one has a clue... Then they closed the window on me following the transcription on the bottom. Thank goodness I was copying and pasting into here as I went along.
OK, So TWC is upgrading their internet service. Nice. However, My Motorola SB6141 modem which can handle 40M per channel and is an 8 channel down and 4 channel up modem, isn't capable of their higher tier services. To do that you HAVE to have the SB6183 (16/4). Their services only go up to 300M down and 20M up... so I'm failing to see the issues here...


Let's go over the transcripts shall we?

user has entered room

analyst Kim has entered room

Kim: Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Kim and I would be happy to help you.

user has left room

Kim: Hello.

Kim: I have read your query.

Christopher_: weird, it said you left the room

Kim: Sorry to hear that.

Kim: I am with you.

Kim: I will be glad to guide you to the appropriate support to get this information.

Christopher_: well that was my question in a nutshell

Kim: It seems that this issue needs to be escalated to our Internet Chat Support team. I will transfer you to that support group. Do you have any further questions before I transfer you?

Kim: Yes, I have read it.

Christopher_: that's it, trying to repair for the upcoming change.

Christopher_: Hope that fixes the ping and microblocking problems also..

Kim: Yes, it will.

Kim:
Please be online while I transfer your chat to the right Department.

Christopher_: k

Kim: Please do not close the chat window.

Kim: Again, my name is Kim. Thank you for chatting with Time Warner Cable. We value you as a customer and are here to assist you 24 hours a day, 7 days a week. If you would like to take a brief survey, please wait for the chat session to end and the survey will load in this same window.





Kim: Please wait, while the problem is escalated to another analyst

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Ryan Edwards: Hello! Thank you for choosing Internet Technical Chat Support. My name is Ryan, I would be happy to help you.

Christopher_: Can you see the original question?

Ryan Edwards: Please give me two minutes to go through previous conversation.

Ryan Edwards: Thank you for your time and patience.

Ryan Edwards: I have check that you want to know about the SB6141 is compatible with TWC new upgrade or not, right?

Christopher_: According to your PDF, it's not...

Christopher_: I'm just looking for an explanation why

Ryan Edwards: Okay.

Christopher_: It should be capable of wall over 300M down and 100M up

Ryan Edwards: Allow me couple of minutes to check the details.

Christopher_: well*

Ryan Edwards: Thank you for your time and patience.

Ryan Edwards: I have check that as the SB6141 is compatible Up to Ultimate 100

Christopher_: Ya, but it should be easily up to the others also

Ryan Edwards: That is the only reason it's not available in the list.

Christopher_: The 6121 should be up to the 100 plan even

Christopher_: what is the reason?

Ryan Edwards: No Christopher, SB6121 is Non-Compliant means it is compatible with the highest speeds.

Christopher_: Highest speeds yes

Christopher_: But it is capable of handling 160M down and up so why is it not on the 100/10 plan?

Christopher_: And the 6141, that I have, is not on the 200/20 plan when it is easily capable of 320M down and 160M up

Ryan Edwards: I can understand your concern Christopher but SB6141 is compatible upto 100 and SB6121 is compatible for 300 plan.

Christopher_: The 6141 is an 8 channel down, 4 channel up modem. it is capable of 40M per channel.

Christopher_: The 6183 is a 16channel down, still only 4 channel up modem...

Christopher_: Also still only 40M per channel

Christopher_: Also still only 40M per channel

Ryan Edwards: The chat support you reached deals with internet/email questions. I will be glad to direct you to the correct department. If the chat is disconnected or there is no response, please
Do not hesitate to contact local office number.Thank you for your patience.

Ryan Edwards: Please stay online while I transfer this chat.

Ryan Edwards: The chat support you reached deals with internet/email questions. I will be glad to direct you to the correct department. If the chat is disconnected or there is no response, please
Do not hesitate to contact local office number.Thank you for your patience.

Ryan Edwards: Please stay online while I transfer this chat.

Ryan Edwards: Please wait, while the problem is escalated to another analyst

Ryan Edwards: Please wait, while the problem is escalated to another analyst

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Dave: Thank you for contacting Time Warner Cable. Home of the Best Triple Play Offer. My Name is Dave, How may I help you today? And can I have your complete address and callback number just in case we get disconnected?

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Dave: Thank you for contacting Time Warner Cable. Home of the Best Triple Play Offer. My Name is Dave, How may I help you today? And can I have your complete address and callback number just in case we get disconnected?

Christopher_: 5127516403

Christopher_: I just want to know why the service isn't going up to capable standards is all. And everyone just reads off the PDFs the information I already know...

Christopher_: 40M per channel, 6141 has 8 channels down, 4 up, 6183 has 16 down, 4 up. Both of these should EASILY be able to do even the 300 ultimate plans but you list the 6141 stopping at 100m. Even the 6121 should easily be able to do the 100M plan...

Dave: I read the previous conversation is this technical concern?

Dave: This is sales department.

Christopher_: this is the 3rd time I've been bounced around...

Christopher_: Along with reading off the PDFs, I don't think some of the people know what they are doing

Dave: Sorry for the inconvenience. Let me connect you to the right department ok. Please stay on the line.

Dave: Please wait, while the problem is escalated to another analyst

analyst Lamar has entered room

Lamar: Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Lamar and I would be happy to help you.

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Christopher_: Hi, I'm only looking for a simple answer to a simple question...

Christopher_: Hi, I'm only looking for a simple answer to a simple question...

Lamar: Hello.

Lamar: One moment as I review your last chat conversation.

Christopher_: (why is it double posting? and no that isn't the question)

Lamar: I am sorry you are transferred to Incorrect department.I will be glad to guide you with the right support, as they are equipped with the tools to assist you.

Lamar: I will transfer your chat to the appropriate department.

Lamar: Please wait, while the problem is escalated to another analyst

analyst Carter has entered room

Carter: Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Carter and I would be happy to help you.

Christopher_: Transfer #4

analyst Carter has entered room

Carter: Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Carter and I would be happy to help you.

Christopher_: Transfer #4

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Christopher_: Here is the entirety of the question:40M per channel, 6141 has 8 channels down, 4 up, 6183 has 16 down, 4 up. Both of these should EASILY be able to do even the 300 ultimate plans but you list the 6141 stopping at 100m. Even the 6121 should easily be able to do the 100M plan

Carter: Hello!

Carter: Thank you for your patience.

Carter: One moment please while I look over the transcript from the chat session you had with the previous agent.

Carter: Are you facing slow browsing issue?

Christopher_: wow

Christopher_: No, I'm trying to get information on the upcoming update

Christopher_: Here is the entirety of the question:40M per channel, 6141 has 8 channels down, 4 up, 6183 has 16 down, 4 up. Both of these should EASILY be able to do even the 300 ultimate plans but you list the 6141 stopping at 100m. Even the 6121 should easily be able to do the 100M plan

Carter: Please give me a moment.

Carter: Thank you for waiting. I appreciate your patience.

Christopher_: yup

Carter: You have received a notification about the speed increase, right?

Christopher_: yes, obviously, that's why I'm curious about the limit in hardware

Carter: I understand that.

Carter: I have checked your account details and see that, you have Extreme and your own Docsis 3.0 modem on your account.

Christopher_: The SB6141, 8 channel down, 4 channel up model. Yes

Carter: Extreme has the regular speed of 30x5 and new speed will be 200x20.

Christopher_: Extreme never hits 30/5 but yes

Carter: One of the risks associated with purchasing your own modem is that it may become obsolete and/or unable to support new features or speeds that may be introduced in the future.

Christopher_: THAT is what this question is all about. This modem is capable of 40M per channel which is 320M download and 160M upload combined..

Carter: Leasing a modem from TWC ensures that you have the appropriate equipment to take advantage of your Internet service level.

Carter: It also provides you with 24/7 support, free trouble calls and required replacements and upgrades.

Christopher_: Stop trying to sell me something and give me a simple answer

Christopher_: And no it doesn't, it provides you with 'We will get to it sometime next week' answer..

Christopher_: Plus, at $10/month, you can pay for your own modem in just a few months.

Christopher_: My question is EXTREMELY simple; Why the limit? It seems you can only do ~ 5M up per channel, that seems obvious by the 4 channel of all the modems and the 20M up limit

Christopher_: What's going on with the down?

Carter: I will give you the details of all the plans with new speeds.

Carter: ELP current speed 2 X 1 and new speed is 3 x 1.

Carter: Basic old 3x1 new 10x1.

Carter: Standard old 15x1 new 50x5.

Carter: Turbo old 20x2 new 100x10.

Christopher_: I know the basic details of the plans and the speeds they offer. I want to know the technical issues with how much download speed per channel is TWC/Comcast limiting the system to, to why rated modems aren't working to their capabilities... You are giving me what they choose to up speeds to.

Carter: Extreme old 30x5 new 200x20.

Carter: Ultimate old 50x5 new 300X20 .

Christopher_: yes... all of that information was on:

Christopher_: http://www.timewarnercable.com/content/dam/residential/images/Enjoy/speed-increase/speed-plan-chart-2014.jpg

Carter: Just to confirm, currently you are not getting the upload speed of 5 mbps, right?

Christopher_: Never have. The BEST I ever see is 3 and change

Christopher_: Not to mention horrible ping rates when the network traffic is doing ANYTHING at all, and macro-blocking on the TV.

Christopher_: Even the TWC repair guy here said the 'node' on Brandi circle is the problem but they can't get anyone to fix it cause 'they' don't see the problem even though HE can show it to them over and over.

Christopher_: Even the TWC repair guy here said the 'node' on Brandi circle is the problem but they can't get anyone to fix it cause 'they' don't see the problem even though HE can show it to them over and over.

Christopher_: but that's not actually the reason I'm on today. I just want to know what is the limit of the download per channel of the 'new' system... And why it's so limited.

Christopher_: but that's not actually the reason I'm on today. I just want to know what is the limit of the download per channel of the 'new' system... And why it's so limited.

Christopher_: And what's with the double-postings again?

Christopher_: Nevermind on that, I just would love an answer to my simple question.

Carter: You will need to contact our local office for further details about the speeds and limits.

Christopher_: You could even lie and say 'Due to limitations on the trunk line, we're forced to limit the per-channel speeds on download to 20M per channel...'

Christopher_: You could even lie and say 'Due to limitations on the trunk line, we're forced to limit the per-channel speeds on download to 20M per channel...'

Carter: I will share their numbers with you.

Carter: The number is 1-800-418-8848 or 800-244-0500. Our office is open Monday-Saturday: 7AM- 9PM and Sunday closed.


According to Otto from the following phone call I sent. The SB6141 should be just fine after much conversations and checking with management, etc.