Exactly. When mine is down, it is all the way
down.
I'm not so sure that's the right presumption. Their online chat
support only works on IE. IE only works on Windows. This could mean
two things. They overlooked users of every other operating system.
OR, and I think perhaps much more likely, those users don't need helpdesk style
support.
Given that only Windows users need "help" using their cable
modem, I think it only fitting that they not waste money making such support
available to people who will never need it. Indeed, the far more
perplexing oversight is how Time Warner thought it would be a bright idea to
offer support for your Internet connection, OVER THE INTERNET.