Review by Jim K 
UPDATED: 1.6 years ago
member for 7.5 years, 957 visits, last login: 141 days ago
 Columbus,Franklin,OH
 $112 per month (12 month contract)
 "Local Time Warner office for customer service"
 "Billing, low volume, gross incompetence"
 "Thunbs down"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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A continuing nightmare – the term "nightmare" was used by the local Time Warner office support for the condition of my account/billing. Time Warner has never failed to over-bill me. Rather than the triple-play I signed up for, including Digital Phone, I was billed individually for a total of $189 rather than $109. After installation, my phone had low volume. I then bought new phones but the volume remains low, as verified by the tech. Neither the techs, or customer service, has a clue and the problem remains after 5 truck rolls. On the 5th tech visit it was decided to change the modem. At that time, rather than a simple change, my then current account was shut down – losing my email accounts and a new account (mistakenly) opened. No one to this day can tell me why it happened. And of course another over-billing was received.
My neighbor, out of frustration, recently cancelled all services from Time Warner. I would cancel immediately, but with extensive travel I can't take the chance of leaving the family without service, or risk difficulties with a new provider, since I'm not there.
Update, 2 April 08: When it seemed impossible for Time Warner to be more incompetent/annoying they prove that it is possible. My bill, as usual, wasn’t correct, my service has been down for 4 days, and here is the TW response: When I called Customer Service to report the outage I was instead transferred to “Collections”, even though my incorrect bill was paid in full. So if TW makes their usual over-billing intentional “mistakes” you may not be able to get to tech support, you will be sent to “Collections”. There is little cable competition in my area so TW can apparently get away with this farce – until better options are available.
Update, 3 April 08: Here is my take on the latest nefarious TW actions: TW incorrectly determined that my bill was in arrears and shut down my triple play service to basic TV only – no phone and no internet. Cutting off the phone is a safety issue and I may report them to the state. When I called service, I was transferred to Collections. After informing Collections that my bill was current, the next day all services mysteriously returned (today), even though a service appointment had been made. Has anyone else experienced having their phone and internet disabled?
Followup comments:  lahdidah
join:2007-11-16
North Canton, OH
| Road Runner woefully awful "I would cancel immediately, but with extensive travel I can't take the chance of leaving the family without service, or risk difficulties with a new provider, since I'm not there."
Then you are indeed fortunate, since that is exactly the problem that I had--connection being dropped and being unable to reconnect without calling support--and TW solution was always turning off the modem, disconnecting cable, waiting, reconnecting cable, turning on modem, etc. etc. Except why did that only work when I called them? I quickly became tired of doing that 3-4-5 or more times a day/evening and requested some additional help, and that's when *my* nightmare began. I must have had some kind of "code" on my account because I couldn't get past Tier 1 support, having my call disconnected every time I was supposed to be transferred somewhere else, being kept on hold for extreme lengths of time, and techs not saving the call record (yeah, I wrote down the troubleshooting reference number) or not recording what they did. Took a couple of days for my patience to run out and disconnect and have someone return all the equipment for me (someone nicer than me) and discontinue internet service. ATT isn't perfect, but they haven't required a contract since my last one ran out. They aren't great by any means, but they still beat dialup, although today I'm beginning to wonder about that also.  | |
|  | Jim K
join:2002-05-02
Columbus, OH | Re: Road Runner woefully awful "I must have had some kind of "code" on my account because I couldn't get past Tier 1 support..." I've had that experience also, and continue to be overbilled. | |
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