Review by SinNombre 
UPDATED: 158 days ago
member for 5.1 years, 661 visits, last login: 5 days ago
 Charlotte,Mecklenburg,NC
 $45 per month
 about 5 days
 "Fixed my cut coax in my yard in a jiffy after I hacked into it with garden tools."
 "Extremely inconsistent speeds across the board. No intention to make customers happy."
 "Mediocre. Just about anyone else in Charlotte is going to be better."
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)
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Had TWC for years in Charlotte because it was easy and I had not tried DSL - when we lived in another part of town, the faster ATT/ Bellsouth DSL packages were not available. So I kept my internet and cable together for the sake of simplicity.
Had the 6/ 384 package for a long time which somehow became the 10/ 384 package suddenly at some point.
When we moved from our apartment to our house, scheduled TWC to come out one afternoon up until 5pm. They never showed. Went out to dinner. Called TWC on a lark at 6:30pm to find out what happened to my install. Oh, they're still coming to your house - just that we had alot of people out sick and he got behind, shoudl be there by 8pm or so. Really? Thanks for telling me now! I'm out to dinner with my family! How about a head's up, a courtesy call or something?
Rush home by 8pm. Guy shows up at 10pm. Does the outside wiring and install. It all works, but my night is ruined. Spoke to a TWC supervisor. *Not at all concerned or apologetic.* Pathetic. I get $10 back for my trouble.
Fast forward a year - ATT UVerse is coming to town soon. Call TWC to find out if they can do something about my speed. Can't offer anything faster than 10/ 384 - at all. I get ATT DSL setup for 6/ 512 kbps just to compare. Not only is the 6megs down consistent all day long, but the 512 up speed is very, very nice compared to what I had before. The 10mbps from TWC would fluctuate all day long - as low as 3mbps during the day for no reason at all. Now using ATT DSL in Charlotte - dns resolution is faster, speeds consistent all day long - etc. Very nice.
Oh, and when I hacked the coax in my backyard with garden tools by accident? The line was about 3 inches under the lawn when it's supposed to be 6 - 8 inches under, at least according to the TWC field tech who came out to look at it. He ran new cable for me to replace the old one which was buried too shallow and too close to the house in a jiffy. Then they came to bury it. I talked to the guys coming to bury the cable - asked him if he could bury it just where it lay so it's not close to the house and I don't hit it again with a shovel or something and he said yeah no problem. I went out for a couple of hours. Came back and HE HAD MOVED THE CABLE THREE FEET CLOSER TO THE HOUSE AND BURIED IT RIGHT THERE. What happened to burying it where I asked you to bury it, and where you agreed to bury it? They had to come back and do it again. Dug up my yard twice. Incompetent. A+ for being responsive, but FAIL for listening to the customer and working with them (not against them).
That's my story and sticking to it.
Followup comments:  etaadmin
join:2002-01-17
Dallas, TX
| Some people can't be pleased... quote:
Had the 6/ 384 package for a long time which somehow became the 10/ 384 package suddenly at some point.
This is something good, right? Going from 6 to 10 mbps is a good thing IMHO.
quote:
When we moved from our apartment to our house, scheduled TWC to come out one afternoon up until 5pm. They never showed. Went out to dinner. Called TWC on a lark at 6:30pm to find out what happened to my install. Oh, they're still coming to your house - just that we had alot of people out sick and he got behind, shoudl be there by 8pm or so. Really? Thanks for telling me now! I'm out to dinner with my family! How about a head's up, a courtesy call or something?
Rush home by 8pm. Guy shows up at 10pm. Does the outside wiring and install. It all works, but my night is ruined. Spoke to a TWC supervisor. *Not at all concerned or apologetic.* Pathetic. I get $10 back for my trouble.
Dude give the installers some slack, how is your night 'ruined'? Eventually they showed up and did the job and at 10pm! To me working extra hours and specially at 10pm is an asset. The installer should get the extra ten bucks you got for your whining'trouble'.
quote:
Fast forward a year - ATT UVerse is coming to town soon. Call TWC to find out if they can do something about my speed. Can't offer anything faster than 10/ 384 - at all. I get ATT DSL setup for 6/ 512 kbps just to compare. Not only is the 6megs down consistent all day long, but the 512 up speed is very, very nice compared to what I had before. The 10mbps from TWC would fluctuate all day long - as low as 3mbps during the day for no reason at all. Now using ATT DSL in Charlotte - dns resolution is faster, speeds consistent all day long - etc. Very nice.
Well what is it uverse or dsl? Uverse offers 6/1 not 6/512 so I assume you got dsl, the rest of your perception is jut that a perception.
quote:
Oh, and when I hacked the coax in my backyard with garden tools by accident?
Are you asking us... the readers of your review? Well did you cut the coaxial cable or not? Was it an accident or on purpose?
quote:
The line was about 3 inches under the lawn when it's supposed to be 6 - 8 inches under, at least according to the TWC field tech who came out to look at it. He ran new cable for me to replace the old one which was buried too shallow and too close to the house in a jiffy. Then they came to bury it. I talked to the guys coming to bury the cable - asked him if he could bury it just where it lay so it's not close to the house and I don't hit it again with a shovel or something and he said yeah no problem. I went out for a couple of hours. Came back and HE HAD MOVED THE CABLE THREE FEET CLOSER TO THE HOUSE AND BURIED IT RIGHT THERE. What happened to burying it where I asked you to bury it, and where you agreed to bury it? They had to come back and do it again. Dug up my yard twice. Incompetent. A+ for being responsive, but FAIL for listening to the customer and working with them (not against them).
You have the bad habit of going out when people are working on or installing your cable line. You should have been there ALL the time supervising the job. I would say the the supervisor was the incompetent part in this case.
What is the installer supposed to do wait until you get home two hours later to start digging the trench? 'Where it lay' is very ambiguous maybe your kids or dog moved the coax maybe you moved the coax when you grabbed the shovel that you used to 'hack' the cable 'accidentally' who knows.
You are lucky the installers listened to your unreasonable demands and digged a trench two times to please you. At the end they succeeded but they also failed. | |
|  | SinNombre
join:2004-09-16
Charlotte, NC
 ·RoadRunner Cable
| Re: Some people can't be pleased... I'll assume a little bit of sarcasm in your reply.. but just in case.
Going from 6mb to 10mb is awesome, if it's actually 10mb. Read the post. Most of the time it's less than 5mb. And it's not a 'perception' - it's based on speed tests taken over a period of weeks.
As for the installer digging the trench for the cable, we walked around the backyard together and I asked him if he could dig and bury the cable right where it had been laid down by the cable installer a couple days earlier. It was even marked with some stones I placed to hold the cable in place. He said 'yes' - I'm not supposed to believe him? I don't have to expect him to wait for me to come back and inspect his work if he did what he said he was going to do.
I don't have kids or a dog.
As for when they come out to install or fix something or how long it takes for them to get it right, I can't think of another service industry that performs as poorly. ATT installed their service when and how they said they would, and it performs as advertised. My house was built when and how I asked them to build it. When I buy something online I get what I pay for and it's delivered when it's supposed to be. But it's unreasonable to ask TWC, a utility service with billions in assets and revenue, to do what they tell me they're going to do? My dry cleaner performs better than that.
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| | | shortyd999
join:2008-10-21
Birmingham, AL | Re: Some people can't be pleased... Mistakes happen...Nothing is perfect. Electronic devices nor humans are perfect. | |
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