Review by jimk
Good "Reasonable download speeds"
- Location: Raleigh,Wake,NC
- Cost: $110 per month (24 month contract)
- Install: about 1 days
Bad "Poor overall reliability, DVR service is a joke"
Overall "Customer service and support keeps going downhill"
|Pre Sales information:|
Value for money:
(ratings match consensus)
Finally had enough... signal issues came back, and I don't want to deal with the merger issues (or the high probability of further neglect of the network during the merger process). Service has been disconnected.
Support for business class service is now just as bad as residential.
Downgrading connection reliability. While it isn't terrible, there are occasional times where Internet service experiences packet loss, and sometimes even loss of sync. TV service also experiences picture pixelation and audio drop outs when this is happening. A lead technician has verified that this is not an in home issue, but so far the network maintenance team hasn't done anything about it.
Communication between departments needs serious work, especially when a customer has intermittent or uncommon issues.
Also downgrading services due to a lack of DOCSIS 3 upstream channel bonding, and very slow progress on improving the software on the cable boxes.
Dropping support score and connection reliability. If you have an issue, expect to get the run-around until you give up or it fixes itself. It's even more annoying when you know what the problem is and they won't do anything about it
---End of update---
Time Warner Cable Internet has improved over the years. Speeds have seen consistent improvement, and slowdowns at peak usage times have mostly gone away. DOCSIS 3 has made a big difference. Reliability has never been a major issue (but nothing is perfect and this service is no exception).
Recently, TWC introduced a modem rental fee. They do allow customers to provide their own modem, but they have a very short list of modems they allow, and some of those are hard to find, which makes them more expensive than they should be. This is more of an issue for customers who require a DOCSIS 3 modem. Hopefully this will be resolved soon. There's really no good reason for the list of approved modems to be so short. The most ridiculous part is that TWC has a much wider variety of modems from multiple vendors that they provide for rental.
---update---: They have now added several new modems to the approved device list. Some of these retail for under $100 and are easier to find through trusted online stores, as well as through local retailers. ---end update---
Tech support is not good unless you can get escalated to Tier 3. Some reps are good at escalating the case when they can't fix an issue, but others are more stubborn. Tier 3 is very good though... they know what is going on and have been able to save me from wasting my time waiting for a service call when the issue was somewhere else in TWC's network.
Internet speeds aren't a strong point with Time Warner Cable, but they aren't too bad either. TWC isn't as aggressive as other cable companies at upgrading speeds. Right now, the fastest residential offering in the Raleigh/Durham NC market is 30 Mbps down / 5 Mbps up. This isn't bad. It is better than AT&T U-verse in Raleigh and much better than Frontier DSL in Durham. However, other cable companies in other markets do offer faster speeds. On the up side, TWC has no caps for Internet usage at this time, but I imagine it is just a matter of time, especially if they continue to lose video subscribers.
I don't use their "Digital Phone" (VoIP) service, but I know many people that do and they have no complaints. They have an especially attractive international plan available.
The rest of this review is regarding the TV service:
The Cable TV service needs improvement. Their custom OCAP software for their cable boxes ("The Guide" formerly "Navigator") is unreliable and missing features that were available 5 years ago on other cable and satellite providers. Issues include slow cable box response and occasional hangs, missed recordings, a very poor search interface, a remote DVR manager for smartphones and PCs that often can't communicate with the cable box, and numerous other annoying issues.
The previous software they used in this market (Passport) was better. For markets that used to run on the old SARA software, the current software could probably be considered an improvement over what they had. TWC's custom software has been in use for several years now, and it simply should be a lot further along than it is at this time.
In addition, there are still occasional issues with Switched Digital Video (SDV) channels not working. They are most likely capacity issues. It happens a lot less than it used to.
As more TV content becomes available online, it will become harder and harder to justify paying for the TV service, especially if it continues to have some of the issues I have described here.
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updated 247 days ago