Time Warner Cable internet
About a week ago I ordered a "wideband" internet upgrade from TWC. Yesterday, at two minutes before the end of the three-hour window they gave me for installation, the installer arrived. It took about half an hour of back and forth between the installer (who is not a TWC employee) and a TWC level 3 tech to get the new 30 mbps modem up and running. It is blistering fast, between 2 to 3 times faster than my previous download speeds, and at least 10 times faster on uploads.
The upgrade costs $20 per month over the regular Roadrunner service, plus a $20 installation fee.
At my request, the installer also swapped out my cable box, without charge. He was very pleasant and quite competent.
All of the phone, cable and satellite companies take a lot of grief from unhappy customers, so I thought I'd express my satisfaction (at least momentarily).
Comments
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Wow. I'm truly surprised.
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Even a broken clock is right twice a day.
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and i'd like to express how annoyed i am that my cable is out. again. and right during the playoffs. customer service on the phone says its my box (which i had to switch out just a couple of months ago), while customer service online says its an outage in the area.
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!@#$ still drills new holes to my cheese of a building now every time someone moves out and in.
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my twc internet connection has gone out twice since the first of the month, and it stayed out for about 36 hours each time. both times i called customer service and spoke to multiple people who told me the problem was either my modem or the outside line (both of which seem unlikely culprits, as the connection spontaneously restored itself with no adjustments to either) and offered me the earliest available service appointment--ONE WEEK from the date of my call. i work from home and can't do anything without a working internet connection, so if this keeps up there is a good chance that time warner's sucktasticness could cost me my job. at the very least, they will force me to buy a new laptop so i can work at the coffee shop up the street when i can't get anything done at home. no fios on my block yet, but i can't wait to drop these f*&#ers.
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I recently did the exact same upgrade. The appointment was horrible and the tech didn't even show up with the right equipment and told it wasn't problem, I can just reschedule, after waiting 5 hours for him (yes he was really late). I demanded that they get it done that day no matter where he had to go to get the modem ended up waiting 7 or 8 total hours to get everything done. However, I don't think we paid for the new modem-it was a free swap from the basic to the 30/5 one.
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I'd be very surprised if you do not get billed eventually for the higher service level. The modem should indeed be the same price you were paying each month for the old one, but there should be a charge for the wideband speeds.
Of course, I ain't gonna snitch on you, so if they screw up and forget to charge you, godspeed! (I'll just be jealous, is all!)
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brokechick said:
my twc internet connection has gone out twice since the first of the month, and it stayed out for about 36 hours each time. both times i called customer service and spoke to multiple people who told me the problem was either my modem or the outside line (both of which seem unlikely culprits, as the connection spontaneously restored itself with no adjustments to either) and offered me the earliest available service appointment--ONE WEEK from the date of my call. i work from home and can't do anything without a working internet connection, so if this keeps up there is a good chance that time warner's sucktasticness could cost me my job. at the very least, they will force me to buy a new laptop so i can work at the coffee shop up the street when i can't get anything done at home. no fios on my block yet, but i can't wait to drop these f*&#ers.I used to get sporadic outages dozens of times a day anywhere from 1 minute to half an hour. It took 9 months and 5 different tech appointments (and countless hours of telephone calls with various levels of support) to finally get a guy that would bother changing the line to the pole which finally fixed the problem. All the previous ones would just do a line test and tell me "Everything looks OK to me. BYE!" and run out the door like they saw a ghost when I asked if it might be the line outside. I even wasted a bunch of money installing a Verizon landline because I was going to switch to Verizon DSL it was so bad and didn't think it was going to get fixed when my "last straw" appointment guy showed up and finally fixed the damn thing.
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I have wideband and find it great
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I'm curious: how did you get the 50 mbps speed? I just upgraded and I now get 30 mbps.
I don't know that I need anything faster, but I am nevertheless jealous.
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Never mind... I just called TWC and learned that the 50 mbps speed is an extra $50 per month, rather than the extra $20 per month I'm paying.
I don't need it that much!
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Booklaw, I thought you were saying you paid for the upgraded service *and* for the modem (some companies do charge separate fees for equipment), but the modem was free.
I still hate TWC.
Our bills are so screwed up. We end up having a tech here pretty frequently because each visit never fully fixes the problems. If the tech doesn't show up during the appointment, they are legally required to give you credit for X time of whatever service was in need of repair (cable, internet, phone) but you usually have to tell them you know this and demand it. Instead of subtracting the bits they have been adding the adjusted amounts onto the normal monthly bill!! So, monthly bill + one month of cable (which is already included in first bill). It has been very hard to get this fixed.
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Report them to the Public Service Commission. They cover cable providers in NY state.
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No, I said "The upgrade costs $20 per month over the regular Roadrunner service, plus a $20 installation fee."
The installation fee is a one-time payment. It is not for rental or purchase of the modem, but rather, I assume, to defray TWC's cost in sending a freelance installer to my home.
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We definitely did not pay an installation fee but I guess the cost of my time was kind of high (11-2 appointment slot but he didn't arrive until around 5 and didn't finish until maybe 7, or something along those lines). I did check the bill and we weren't charged for installation, just the new service, which is something like $15-17 before taxes/fees hike it up to around $20.
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I'll have to see what they charge me on my next bill.
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booklaw.. mine came with a package..they gave me the signiture package which includes the phone internet and tv service with 2 whole house DVRs and 2 play backs boxes for $99. Their customer service is fantastic with the signature. They gave me a separate service number which goes directly to a live person. The appointment windows are only 2 hours and they call 30 mins before they arrive. My internet was out one time and a tech came 15 minutes after I called...I almost fainted when the bell rang.
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Fowler, is that $99 your monthly service rate for all of that??? Our bill is currently at around $200/month with internet (with $20 upgrade) and cable tv with one dvr, one non-dvr box, HBO/Showtime and no phone!
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Sorry I meant $199! For all that and sports package, hbo cinemax starz
and showtime -
Fowler, are you guaranteed that rate for any length of time? Or might it go up next month?
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they tried to jack it up once but i told them i would cancel everything and just get basic.....they locked in the price for 2 years
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Fowler.. you are smart. I like smart people. I want to meet you. Bravo!
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SlopeDuder said:
I used to get sporadic outages dozens of times a day anywhere from 1 minute to half an hour. It took 9 months and 5 different tech appointments (and countless hours of telephone calls with various levels of support) to finally get a guy that would bother changing the line to the pole which finally fixed the problem. All the previous ones would just do a line test and tell me "Everything looks OK to me. BYE!" and run out the door like they saw a ghost when I asked if it might be the line outside. I even wasted a bunch of money installing a Verizon landline because I was going to switch to Verizon DSL it was so bad and didn't think it was going to get fixed when my "last straw" appointment guy showed up and finally fixed the damn thing.I had the same problem, except that they never managed to fix it, and I really did move to DSL. My DSL connection is really slow (and expensive), but it doesn't drop off several times a day like TWC did or just die entirely for weeks at a time.
On the plus side, if you call TWC and tell them you want to cancel they'll knock $10 or so off your bill ($48 down to $37 for me).
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