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Review by Domane See Profile

  • Location: Los Angeles, Los Angeles, CA, USA
  • Cost: $34 per month (12 month contract)
  • Install: about 3 days
Solid conistent quality connection--friendly interactive website
Vagueness on price after the 12 month sign up promo
Oustanding in every way unless they jack up the price after promo
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Update:

The one complaint I have that has the potential to be a major problem is that all of their services offered are promotional prices and you have to more or less pay close attention to make sure you understand that. After 12 months TWC has the option of charging you their regular price for whatever service it is that you have. And those regular or retail prices aren't easy to find if you catch the promo catch. The situation is potentially worse in that their "regular" prices are substantially higher than any "promo" price. Much higher.

However TWC says words to the effects of "don't worry call us a couple of months before your promo price ends and we will give you the new or current promo price running at that time. But there is no contractual or specific promise that they will do that. The whishy washy information on that is sort of a financial issue is hanging over your head. I've yet to get a specific answer to the future and it's a very important issue that I want and need to get resolved.

Other than the pricing issue mentioned overall the service is excellent and I certainly would recommend them.

UPDATE 2: All is well except for what happens after the first 12 months. They are very vague and evasive on what you will pay after the 12 month introductory offer. Their special forum on DSLR has techs that promise over and over that they will have someone call to discuss the issue but no one ever calls. Ever. The big stall and failure to follow up and given the time period that has elapsed it appears to be a choice not to follow up. Just a string along it seems. I'm starting to explore other options. I'm not going to pay more than I'm paying now or reduce my speed plan.

They continue to fail to respond to my inquiries about my plan after their promo expires. As an otherwise good ISP TWC in Southern California they are very bad on this issue. It's inexplicable actually.

member for 10.9 years, 1189 visits, last login: 8.7 years ago
updated 10.6 years ago

ShudderUser
join:2013-05-26
Charlotte, NC

ShudderUser

Member

Promo pricing's wishy-washiness

Same issue different flavor: while I do have One Alternative for hi-speed internet (ATT Uverse) with the same "call us in # months we'll talk then!" pricing, it has a CONTRACT.

Last week after more hours than I care to admit wasted with customer, cough, support, and far worse, tech, wretch, support, at least I can leave TWC without the risk of Bad Credit for an Outstanding Contract. (I just attempted to add VoIP with ATT, and it went so poorly, I'm leaving altogether. To bait me, they said "you won't owe us this month" and although the automated attendant doesn't admit it, since my cancellation order, they've gone back to last month and I now have a Past Due balance! I'm not creative enough to make this up, I assure you.)

REMEMBER: Just because they say to call two months prior to the end of the current promo, does not mean you might not do better to call them say, on even months??? That probably didn't cheer you any but I am grateful for your thoughtful review as I begin my new life with my Only Alternative.

TWC REP
@embarqhsd.net

TWC REP

Anon

RE: PROMOS

I work for TWC. In sales. Inbound calls only (no cold calls). Many would says a 12 month promotional price is a GOOD thing. For instance, DirecTV usually has you sign a 2 year contract with a $480 early termination fee and they jack up their prices continually throughout that time period.
With TWC you have 2 options. 45 days before the promotional period is up, we send you a letter letting you know the non-promotional price. We often automatically enroll you in a 6 month "step-down" promotion which is close to the same price. BUT, and nobody takes advantage of this...IF YOU HAVE A GOOD BILLING HISTORY YOU HAVE LEVERAGE. When you get the letter, call Customer Service and (don't mess around) just ask for retention. Say, "Look, I pay my bills on time every month, what can you do for me?" I've seen accounts on their 5th-6th year of promo pricing. SECOND, we ARE willing to do contracts. We call the PLG's. Price Lock Guarantees. If you are willing to sign a contract for 2 years, you can get a GREAT price, even after your promo period. Now, if your bill is paid late every month, you won't have much leverage. And I'm not a shill for TWC. It's just a job. Boring as all heck. Just letting you know some options. You don't have to believe me. Peace!