opinions on optimum online/any other co besides time warner
I really need some help here. I am completely fed-up with time warner and want to switch my services to ANY other company. Does anyone have advice for me or experience with another company? Please help me out here. Any input would be appreciated. Thanks
Comments
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You can't switch to Optimum Online as addresses are either zoned for Time Warner or Cablevision (Optimum).
I've done the DSL route, but my Time Warner is much faster. It's just too bad they totally suck ass at service -
Verizon is really the only alternative. They actually have a decent deal going now, it's $35/month for 3Mb/s service (that's the DryLoop price (for people who don't have a landline) via the internet. If you call they'll try and charge you more). The basic TimeWarner internet is now $30 for 1.5Mb/s (and $50 for the 10Mb/s service).
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(insert very loud and long scream here!). That is so frustrating!! It seems that I am stuck with Time Warner unless I move...which might become necessary to get away from their sucky service. Kidding, sort of. I can't go the dish route because I rent and I don't think my landlord, or building co-op, would agree to it. I waited four hours today for no one to show up and then called, only to be told they were here and I wasn't home. HHHHHHHHAAAAAAAAAAA! Sorry for the rant
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They've done that to me several times, and I just don't accept it. They owe you a free month of service.
I'd demand the name of the person who showed up and the time. They are notorious for missing appointments.
Escalate it until you get free service. I do this every time as it's simply not ok to waste time waiting for them to be a no show. -
Flexichick
THanks for the advice. I am definitely a girl after your own heart. After hours of back and forth phone calls that began with a rep at 4pm, then a supervisor, and finally the floor manager who just called me back, I finally got some satisfication. This latest call resulted in the manager admitting that there was no proof that anyone was actually here b/c no note was left, etc. they finally agreed to comp. my bill and (miraculously) an appointment suddenly opened up for tomorrow btwn 4-6. Persistence and a demand for action is the only thing that works with these people. now I'll just have to see if they actually show up tomorrow.
Right now I really have to be satisfied with the result I got even though I am still sssoooooo frustrated and let it go b/c I am in the midst of finals for my grad school program and really need to get back to work...Only question left is how to let this go and concentrate on the massive amount of work at hand. Haha. Anyone have a pillow that needs punching?! Kidding. Just breathe, right -
I do it every single time they screw up. I also keep a log on who I spoke with and when (it is VERY long) after hving so many problems with them.
They'll get away with whatever they can, including lying about showing up. The only way to make them feel even a little bit of the pain they caused you by waiting around is to make them pay for it each and every time.
There was period many years ago when I didn't pay cable/internet for over 4 months. Sounds good, but they screwed up four of my Saturdays waiting around for them. it got so bad, I escalated by calling to the president of TW's office. That got their attention!
Also, you can report via the DOITT, and that seems to yield action as well (although not immediately). -
Flexichick
I hope I am not being too invasive, but how did you contact the president of TW's office, and what is the DOITT? I could probably find out the info myself, but have finally written the intro. to my first of two lengthy research papers due very soon, so further research might have to wait on the backburner awhile. I have only be a customer since my most recent move in July and this is the third time they have wasted my time and energy. So frustrating. Also, I started my own "log" tonight. In retrospect I should have started it the first time it happened. My own fault, I didn't realize they were so unreliable.
Thanks so much for the input and I will definitely keep it close at hand for the future...maybe as soon as tomorrow night, but hopefully not. I just feel its important to have as much info as possible so that I (we all) can keep the pressure on the company for as long as it takes to (hopefully) get some better service and respect as paying customers. -
Unfortunately, I had a system crash and lost the first half of my (long) log, so I don't still have the number I used to reach the president, but I did get one of his assitants on the line and she actually followed up with calls, etc. until I was satisfied.
As for the DOITT, here is the link, they are the Dept. of Info Tech. and Telecom.
http://www.nyc.gov/html/doitt/html/consumer/consumer_cable_service_form.shtml
I also filed a report against them to the BBB.
Let's just say they pissed me off one too many times. They totally messed me up this time as well (I moved last week after 10 years in the same place).
When I have an appointment between say 12-4, if they aren't there by 2, I start calling and demand that they call the dispatcher to get a name and time frame when the person is going to show up. I insist, telling them they have a long and horrible track record of not showing up. They made the mistake of calling me last time and letting the dispatch # show up, so I called them directly and put the heat on, and sure enough, the guy showed up shortly thereafter. -
here's the link for corporate officers:
http://www.timewarner.com/corp/management/executives_by_business/time_warner_cable/index.html
I ended up with Barry Rosenblum's office (sorry, not CEO), and this is where I got the best results.
Stay calm, use names and dates of people you spoke with, etc. and you'll get better results -
Flexichick
You rock! Thanks for the help. Much appreciated. I'll post with an update tomorrow night. Seriously though, thank you for all the info!! -
No problem. Just the words "Time Warner" can get my blood pressure up. It makes me happy when people demand better service, especially as they have a monopoly on cable in our area.
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Flexichick
i couldn't agree with you more. I hope that everyone else who reads this link remembers it the next time they have a problem with TW. It takes an army to make a difference (or something like that). If everyone burned by TW service would really stand up and complain to the powers that be maybe, repeat maybe, we could make a difference and make them listen.
As far as I am concerned, don't waste my time and I won't be bothered with yours. But, continue to waste my time and I will continue to pressure your company to fix the problem...no matter whose job may be at stake. Just the way I feel. -
So.....how did it go?
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Haha. To put it nicely it didn't. A manager finally called me around 6pm last night (was supposed to call in am to confirm) and said that they had tried, but the week is just so busy and they couldn't possibly fit in until Saturday. The nerve of these people. I quickly stopped her rambling excuses. I calmly explained that I was not at all satisfied with the result, but they had wasted a total of eight hours of my time the day before and that I had just finally sat down work on my final presentation and paper for class and that I was not going to waste another breathe just to get all upset again, and then not be able to do my work again. She tried to persist, but I was very firm. I had a lot of work to do and was not going to let that co. bother me again. She assured me how sorry she was and said she'd call me to check back on Saturday. Funny. We'll see. They better not waste four more hours of my time beccause then I will be forced to follow your advice about contacting those above them. Sorry for the long, rambling response, but TW really gets under my skin!!!
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They now owe you TWO free months of service.
Are you keeping that log? -
I am keeping the log, although I think it is definitely time to transfer it from the back of the bill to its own defined TW sucks notepad. I' pretty sure that I'll be needing it. Possibly as soon as Saturday...
Do you really think I should/could push for another free month? I mean they have wasted a lot of my time and energy, and cost me hours and $ that I can never get back. I was just so drained yesterday that I couldn't deal, but I am rejuvenated now! Fight the just fight, right?!
By the way, thanks for all the support. Keep it coming -
absolutely....fight for another month. They promised you another appointment, you stayed home and they didn't show.
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Flexichick wrote: I do it every single time they screw up. I also keep a log on who I spoke with and when (it is VERY long) after having so many problems with them.
What great advice! I'm taking it. I just started my log now. I spent about 3 hours trying to get through to them due to busy signals, waiting on hold and speaking to the tech just to get an appointment 8 days from now where I do not expect them to show up.
We will call this our week without TV. -
Well, they messed up my service when I was moving from one house to another over Thanksgiving. I had no phone, no cable and no internet....I was calling it my "pilgrim-style" Thanksgiving!
I open my Outlook under their contact info and start every conversation with "May I have your agent ID so I can update my log?....since TW has such a bad track record of servicing my account, I note every conversation I have". That also sets them on notice a bit (doesn't always help) that if the screw up I'll know who to point the finger at. -
Ugh. Well at least I have internet ... for now.
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Funny because I have begun any recent conversations with "I need to speak to a manager" although, in truth, they have been the ones calling me most often lately. I wholeheartedly agree with Flexichick, start your log now. When I moved to the slope in july we waited three weeks for service to be installed and that included two "missed" appointments. I hate this co. (and I am a preschool/kind. teacher who hates nothing and no one). I just hope everyone who reads this info and has bad experiences with TW will band together and make our complaints heard. I'm still waiting on my latest attempt this Sat (10-2 uh-huh) and promise to fill everyone in after that.
By the way Flexichick, I am back in full swing and agree that they owe me another month. It is not about getting free service, but about being respected as a customer (forced or not). I'll keep you posted. -
filmlover44
Did you just move or are you just in need of some technical assistance. Not that I think you'll get better service either way, but was just wondering. I hope it doesn't turn into your month without service as I experienced (three weeks to be precise). Sorry you are going without, but also glad to know bad service is not just reserved for me. Keep us updated and don't forget about the log, as Flexichick so knowingly recommended...mine seems to grow almost by the minute. Kidding, well sort of. -
littlegal wrote: filmlover44
My Cable has just stopped working.
Did you just move or are you just in need of some technical assistance. Not that I think you'll get better service either way, but was just wondering. I hope it doesn't turn into your month without service as I experienced (three weeks to be precise). Sorry you are going without, but also glad to know bad service is not just reserved for me. Keep us updated and don't forget about the log, as Flexichick so knowingly recommended...mine seems to grow almost by the minute. Kidding, well sort of.
I've been in my apartment for a YEAR! I don't even like to think about how hard it was to get my cable installed. First, nobody showed up. Then they did. I was told when I signed up that they would hook "basic" no-box cable up to my two small bedroom TV's while they were there. The guy came and when my son asked if the tv's were hooked up, he told my son that he had done it. He actually LIED to my son. I came home, called them and they told me that there was no way he would have done it, that there was an extra charge and that I had to request it beforehand. Made another appointment. Then I found out that I had no HBO, called them, they fixed it and in the process, apparently cancelled my appointment. Another day of my life lost. Called back (in tears at this point) and they came and installed everything for free.
I'm a little wiser now, and with Flexi's advice I ought to do fine. -
My issue is resolved, but I did get a response from DOITT:
Thank you for your recent letter regarding your request for cable service with Time Warner Cable of New York City.
We have forwarded your letter to the attention of Mr. Michael Davis, Director of Public Affairs for Time Warner Cable of New York City, and we have requested that the company keep you informed as to its progress in providing you with cable service.
This office will monitor the updates you receive from the company to determine that reasonable progress has occurred. In the interim, we suggest that you contact Time Warner Cable Real Estate Department or Ms.
Kim Mitchell of our office if you have any questions regarding the progress of your request.
Sincerely,
Peter J. Schwab
Director, Consumer Service Dept.
File #BQB-363213207-RS -
What does that message really even mean? It seems a bit vague.
Dahdahdahdah. My appointment with TW suck*** has been confirmed for tomorrow btwn 10-2. Any bets on whether they show or not?! Just more time that I have to sit here and wait, so we'll see. BTW, Flexichick if they are not here by 11:30 I will start calling unrelentlessly. I'll update tomorrow pm.
Wish me luck please b/c I cannot stand the thought of dealing with more issues. -
If they aren't there by 11:30 and you start calling - insist that they call dispatch and the get name of the technician and where you are in the queue (how many jobs there are before your job).
Tell them that you've had 2 missed appointments and that your next call will be to ______________ (insert TW Corporate, DOITT, BBB, "Shame on You", other media) if it happens again.
I'm so sick of them and their crap, wasting my time calling and waiting for people who don't show, getting all wound up, etc. -
more ammunition:
http://www.timewarnercable.com/nynj/customer/questionsandresolutions.html
http://www.lieffcabraser.com/time-warner-cable.htm
http://consumerist.com/consumer/complaints/time-warner-cable-lies-and-says-they-showed-up-at-your-house-when-they-really-didnt-259130.php
https://www.coopamerica.org/programs/rs/profile.cfm?id=345 -
I had massive problems with TWC when I moved here and following Flexi's example, I figured out the email addresses of the big wigs over there and just bombarded them with complaints. I just looked up who their CEO and VPs were (I think I used Hoover's to get this info) and then took a stab at what their email format might be (i.e., john.smith@, jsmith@, etc.). I got a call within hours and the issue was resolved quickly. I had to do the same thing with Gateway. I'll never buy another Gateway, but unfortunately, I think I'm stuck with TWC.
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They showed up!! Amazingly at 9:55am. Of course, he came in with the wrong supplies and, at first, said he didn't have the stuff I needed b/c not what I ordered. What?? When I pushed he finally went out to the truck (with me following to make sure he didn't just take off) and brought the right stuff in. BTW I did get two free months. Hopefully won't need to deal with TW for a while...just hoping everything keeps working. I will be saving all the contact info in my TW log though just in case.
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Did anyone else experience a 12-hour internet and TV outage? Gotta love Time Warner!
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