 Review by JAXx 
UPDATED: 276 days ago
member for 9.6 years, 2269 visits, last login: 4 days ago
 New York,New York,NY
 Contract price not specified.
 "Tech support has become beyond terrible"
 "I'm looking for an alternative"
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Tech Support:
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Value for money:
(ratings match consensus)
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I live in the 10001 zip on NYC, in the west 20's and last week our entire building started having slowdowns and short interruptions in service. Sunday night (i'm writing this on the following thursday) our entire building (about 16 units) went offline.
Despite many calls to TW, they refused to believe it was a building problem (which would have meant immediately dispatching technicians) and instead scheduled individual appointments days in the future.
Worse, currently with TW if you report trouble you usually have to listen to a 12-19 minute interactive computer controlled troubleshooting "thing" where you are helpless, no way to bypass this and it forces you to unplug and re plug your modem and wait and wait while a cheery female tells you everything is ok, or not ok, and wait some more. Need to call back later?, get ready to go through it all over again. This is madness, forcing all customers to wait 12-19 minutes in order to get a rep on the phone regardless of your problem.
Then you get the human and their diagnostic gear is crap. They would tell me my modem was fine even though i was staring at it and it was DEAD as a doornail, then they'd say ok it was out but the building was ok, then they admitted there was a building outage just as i was about to get an appointment for the next day so they canceled the appointment but didn't fix the building. Later they said there really wasn't an outage, the last tech had "misread" the "numbers" so back to square one and a new appointment. Even though this time they saw that other modems in the building were dead they still wouldn't escalate it.
Luckily a neighbor has an appointment for this very day (wed!) and the rep told us the only thing we could do was keep this appointment and ask the tech to escalate it. The tech did escalate it but didn't understand why the rep on the phone wasn't able to. The tech refused to try and fix the building problem so later that day a new tech showed up who didn't understand why the previous tech didn't even bother going to the roof to check the signals.
The new tech, a very decent guy named Andre, actually DID HIS JOB ultimately going down the street to repair an amplifier.
It took from Sunday night to Wed late afternoon to get service restored. TW in NYC is SH*T as far as i'm concerned and our entire building is researching alternatives, possibly FIOS which is now in our neighborhood.
Note this is not a review of new service but of existing service.
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