Yet another Time Warner rant

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Yet another Time Warner rant

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BenYankee
rookie newb
Joined: Jul '07
Posts: 25

So I know I complain about Time Warner on this board every few months, but I've just about had it with them. Since early November, I've been suffering through evening periods of no internet service. Last week it grew worse, and for hours at a time, I've had no service. I tried to call them on Nov. 30 and was told someone might be able to come on December 4. No one showed up because the person wasn't available, and I wasn't able to get another appointment until December 11.

As the signal degraded last week, I called on Friday and was told that there was noise on the line and that their CMTS was causing the problem. They said there was an open ticket and that eventually it would be fixed. Since then, it's gotten worse and for more than half the weekend I had no Internet service. They keep saying that "the ticket is open" but can't give me a timeline for completion. It's honestly outrageous.

So I'm asking a few questions here: Has anyone else had this problem lately? I know my neighbors in my building and the one next door have, but are others suffering through this outage?

And what are my recourses? I've complained to the NYC DOITT who seem to handle these ridiculous cable monopolies, but I'm still not getting a satisfactory response. Should I complain to my City Council member? Assembly rep? Attorney general? Considering my cable bill, I've had it with this company and its terrible customer service.

Second Ave. Sagas

Blogging the subways from A to J/M/Z

# Posted 2 yrs ago
Mamacita
Stuck in the middle with you
Joined: Dec '06
Posts: 9,495

I had to call them this Sat and speak to a high level technician (not those operators that answer the cust serv line)
My service is slightly better after they changed the "channel" on my modem.

It's strange that you have been waiting so long for service. A missed appointment usually will gain you a free month credit. Are you asking to speak to a manager/supervisor? I had to do that. They had canceled my appt and I needed to schedule it again, but they were giving me a time 3 weeks away. I yelled at that TW agent for 10 minutes demanding a supervisor. Once I was transferred to someone higher up, within minutes a technician was scheduled for the next day.

Sometimes you have to get demanding, to have any results.

(\__/)
(=’.'=)
(”)_(”)

# Posted 2 yrs ago
whynot_31
Former Lurker
Joined: Mar '06
Posts: 16,089

or (better yet) subscribe to Dish.

Step 1. Call dude who mounts it and points it to the South.

Step 2. Watch TV

For better or worse, the change on Nostrand is going to make the change on Franklin look minor.

# Posted 2 yrs ago
BezierBoy
Mostly lurk at night. Mostly.
Joined: Aug '06
Posts: 67

Dish TV doesn't do internet, they just refer you to a DSL provider. I found TWC cable just fine but their internet was always going out.

I suggest high speed DSL. I like Earthlink myself. Of course I am a Cablevision customer and very happy with my cable, DVR, and internet now.

# Posted 2 yrs ago
fafner
getting it
Joined: Apr '07
Posts: 93

You should open a ticket with the NYS Public Service Comission. here.

The regulate the public utlities. Once you get a ticket number with them call TWC back and say I have opened a PSC ticket and here is the number. The PSC regulates price increases in utilities and they look at the number of complaints on a given utility when passing the vote on the increase.

# Posted 2 yrs ago
Reese718
what am I, new?
Joined: Jan '10
Posts: 6

I have had similar issue with TWC internet twice in last 3-4 years. In both cases, what final fixed the issue for us at least was when a less-lazy-than-most TWC tech climbed the pole line that runs through the backyards and replaced the cable from the pole line to our house because the DAMN squirrels had chewed it ALL TO HELL up at the pole line end. In both cases the showed us the raggedy-ass remains of the pole line end cable they replaced. In both instances about 3 years apart, after that was finally done, our service really returned to normal.

# Posted 2 yrs ago
SlopeDuder
getting it
Joined: Jan '10
Posts: 160

http://consumerist.com/2008/11/reach-time-warner-cable-executive-customer-service-2.html

# Posted 2 yrs ago
8thandPrez
Stroller Person
Joined: Sep '05
Posts: 1,274

I've gotten very, very good response by posting/complaining on TWC's Facebook page and Twitter accounts.

On Twitter, tweet TWCableHelp. You'll most likely get a near-instant reply and then a phone call from someone completely outside the call-center chain of command. They've been great.

# Posted 2 yrs ago
Piano
above average
Joined: Sep '10
Posts: 402

Stop doing this to yourself!

Cancel your service and call DirectTV. They may be able to bundle with Verizon for Internet depending on where you live. They weren't able to do that for me, but it's still cheaper to get my TV from DTV and my Internet from Verizon wireless than both from Time Warner cable. In fact, it's much cheaper AND much more reliable.

And you never have to deal with Time Warner again. I work from home and they just couldn't cut it for me. I got rid of them when my Internet and TV went out and they said no one could even look at it for a week. I'm simply not taking a week off work because Time Warner is incompetent.

Believe me, it feels sooooo good to cut it off with them.

Oh, and just wanted to point out that although - as 8th and Prez says - the customer service is good, it's not of much use if the technical service is poor or if they are so understaffed with technicians that they can't come out to see you.

# Posted 2 yrs ago
Reese718
what am I, new?
Joined: Jan '10
Posts: 6

You should open a ticket with the NYS Public Service Comission. here.

The regulate the public utlities. Once you get a ticket number with them call TWC back and say I have opened a PSC ticket and here is the number. The PSC regulates price increases in utilities and they look at the number of complaints on a given utility when passing the vote on the increase.

I tried this tack - it was total waste of time. No sooner had I opened the PSC ticket than someone from TWC called PSC and falsely told them the case had been resolved to my satisfaction and PSC closed my ticket. I found out, re-opened the ticket and TWC did the same thing again! Waste of my time.

# Posted 2 yrs ago
illig
getting it
Joined: Mar '09
Posts: 106

don't give up - keep calling and escalating every time you do

eventually they'll assign you a personal representative whose job it will be to resolve your issue

yes, i know it sounds crazy but it's true - a friend of mine in willyburg still receives monthly checkup calls from his personal TW rep to make sure his internet service is up to par

that said, my TW internet has been rock solid - their TV has been absolute shit - so i just cancelled the TV and now i'm exclusively getting my fix over the air and via Hulu/Netflix....

# Posted 2 yrs ago