At times this caused interference and even outages for some individuals impacting everything from internet, phone and other data related services. This was occurring particularly strongly in certain locations, including the ’01 tier of units. BUT, it was at times infecting several tiers. Since Monday RCN has had technicians on site, and since Wednesday an engineering team has been working to isolate the source or sources.
As they conduct work like this, they warned residents may be impacted by random outages. This unfortunately is the only way they have any hope of isolating where the noise is coming from. They took some temporary measures they hoped might filter some of the noise from impacting the whole building. The success of these measures was inconsistent and varied greatly depending on the location, source, strength and timing of occurrences of the ‘noise’ problems.
Since that time, RCN believes they isolated and addressed most of the problems. They found equipment and wiring problems in a particular unit appeared to be generating the bulk of the noise issue. There was indeed interference coming from a particular unit, and in particular the power cord on a device which was compromised. THIS WAS NOT INTENTIONAL. Thankfully, no one appeared to be trying to hack the line or do something inappropriate or capricious.
If you experience service problems or outages, the best call to make first is to RCN directly – 1-800-746-4726 (aka 1-800-Ring-RCN). While, they may not be able to address it immediately, and they may want to set up a visit to your unit, the information goes in their database. If certain units call, about certain problems, in certain locations, it will automatically escalate the matter and if there is a systemic problem, they may be able to determine that sooner than our staff.
After you’ve called RCN, you are welcome to alert our team as well. 773-769-3250 or firstname.lastname@example.org. Depending on the types of calls and locations, we too may be able to determine there is a more widespread issue and escalate it to our building representative. However, if you have not already called RCN, be prepared for our team to ask you to. We want your cable and internet to work smoothly, but, we also want to address all the other issues that come to our attention. RCN is directly responsible to address outages and service concerns related to the cable and internet service.
We appreciate everyone’s patience while this problem was addressed. Particularly those of you experiencing internet and phone outages.