Review by fearnotaco  - Location: San Marcos,Hays,TX
- Cost: $76 per month
Good "When it works, it works."
Bad "They do not stand by their word. "
Overall "If you have better service available take it. Do not go with TWC."
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
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Value for money:
(ratings match consensus)
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This is my last time speaking with TWC. You be the judge if you want to deal with this kind of "service".
At 7pm 9/23 we called to report an internet outage. We were not at home and got a technician dispatch for 9/25 and told to call back if we were able to when at home to attempt to get the issue resolved.
At 7:30p we called back, spoke with a technician that stated it was an outage and a technician was dispatched to the field to repair the issue. We were told to call back between 9 and 10 pm CST on 9/23 to check on the ETA as it should be resolved prior to then.
At 7:45p we called back requesting the outage ticket number and was told the outage ticket number was 369253 and confirmed there was indeed an outage.
At 8:30p we called back checking if there was a true ETA and was told there was not but a technician was dispatched to the field. We requested a supervisor to attempt to find out more information on an ETA as the service is integral to our work and our phone line was completely dead (no dial tone) and we could not call out in case of an emergency.
At 9:30p after being on hold for 45 minutes a supervisor told us that there was not an outage, the issue would not be fixed tonight as previously stated, and that we would have to wait. We were also told that if only we had spoken to this supervisor at 9:00pm he could have gotten a technician out, but because it was too late to call dispatch there was nothing he could do at that time. When we advised the supervisor that we had spent over 2.5 hours attempting to get it resolved so therefore we were well within the time frame to have a technician out, and it was not our fault they caused us to sit on hold for such a long period of time to conveniently make it too late to honor what they previously promised three times they would do. He then hung up on us.
At 10p we called back in, spoke with removed for this review who told as at that time she would do her best to contact dispatch and she would be back in touch within 15-20 minutes. We never received her phone call.
At 11:30p we called back and got to a supervisor named removed for this review who also stated she would call dispatch and placed us on hold for over 45 minutes until the call was dropped. She never called back.
At 1:26a we called again, spoke to a Tier 1 technician that got us to removed for this review. Who then told us that there was nothing he could do, and hung up in the middle of our sentence. He never called back.
At around 3a we called again, spoke with removed for this review and requested a supervisor. removed for this review placed the call on mute for 25 minutes, then dropped us into a hold queue for 20 minutes. We were transferred back to removed for this review. removed for this review insisted I had hung the phone up, and that he wouldn't call back due to this. I was in the middle of a sentence and had previously explained all of my frustrations including that I would not hang the phone up until the issue was resolved. He insisted the call had hung up still. He also went on to tell us it was not an outage. This was "misinformation". He went on to confirm from what another tech had saw and said that since 75% of people were up in the area, and because the 25% down meant 8 people were down, this was not a concern for Time Warner. This was too little people down for Time Warner to dispatch a technician to fix the issue. removed for this review had told us dispatch was closed at 9p, so both Katya and Ginger lied when stating they were speaking with dispatch. After a 2 hour long phone call Scott promised that he would set it up to attempt to get a field tech in as early as possible. He also stated he would make sure to let the AM supervisor know they need to call us back regardless if they could make the appointment early or not.
We never received a call back. We called at 1:26p expressing frustrations about how there was again no call made as promised. We were told that since the Tier 1 I am currently speaking to was not the one that promised anything, that they couldn't do anything about that. They refused to accept responsibility for their own company.
At 6:02p I called back because the technician was not here at the 5-6p time frame. When I finally got through the technician had showed up and this is what transpired.
The field technician told us it was indeed an outage. He showed us the downed cable in the parking lot that was ripped off the pole, just laying there. He proceeded to tell us he could not fix this as this is an issue that he needs to call in. He also proceeded to tell us that since Time Warner failed to call this an outage, as it was actually an outage, and did not set the priority, that the whole ordeal would take longer. He proceeded to tell us these types of issues are supposed to be taken care of IMMEDIATELY with a tech dispatched to the field. That is should have been taken care of on my first phone call since the phone lines down are one of their top priorities. During this time our apartment complex was outside, telling TWC what had happened.
They had told us at 6:45p a garbage truck had ripped down TWC's lines because their lines were too slack. This has been an ongoing issue, that they said TWC refused to address. I was also told that the other residents that were outside did not have service. They called this in immediately too. TWC told one of them that they do not take care of their own lines, and hung up on them. The garbage utility driver also reported this the moment it happened.
The field tech did call the issue in immediately and they have now placed a band aid on the line for right now until they can fix the issue in full.
I called TWC back to address this frustration, and the only thing they could offer was telling me that they are not responsible, and credited the account for $7 a month for 6 months. I left it at this completely defeated.
I feel that this entire ordeal is absolutely unacceptable for a company such as this one. I feel that the run around and lies I have been told from this company are insulting, and the fact that they continue to believe it is within their right to cause so many headaches for the service in which I pay for.
Fair warning: reviewer joined this month
updated 11 days ago
Comments:
 | | TWC -_- So TWC had downed lines and they're complete utterly useless? Seems like you need patience calling every 15 minutes does not help a thing when the work alone hanging new lines takes longer than 15 minutes. Also dispatching someone to a certain location sometimes takes longer. Good luck. | |
|  | | | Re: TWC -_- Yeah! Hanging new lines takes at least a day if the damage is severe. It could have blown out the electronics on the line as well so replacing ALL that and installing and testing everything TAKES TIME! Stuff happens that is out of the Cable Company control. Don't blame your cable company for downed lines caused by IDIOT drivers! | |
| | | n4aof
join:2011-10-13
Louisville, KY | Re: TWC -_- So, according to you two, it is the customer's fault that TWC _refused_ to admit there was any outage, that TWC _refused_ to even try to fix the problem in a timely manner, that TWC _lied_ to the customer repeatedly, that TWC hung up on the customer repeatedly, and that TWC never did provide decent customer service?
I guess we know who you two work for | |
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| | EXTREMELY Unreliable I pay for TWC Extreme, which is 30mbps down, 5mbps up. The service here is extremely unreliable even though I live in a very big city. Lately I haven't seen a reliable connection for more than 5 minutes without the speed dropping to 1mbps/5mbps for sometimes up to 30 minutes and even after, it still fluctuates constantly.
It's really aggravating considering I'm forced to pay this bad company well over the national average per megabit, yet I rarely see the speeds they promise. Forget trying to talk to a tech that knows anything, you'd be lucky to get passed reception, who just parrots the same crap over and over again. Even when I can get a hold of someone in that company that actually knows what they're talking about, they're no help whatsoever.
Even worse is that if you don't want to spend an upwards of $300 for a modem, you have to use their overpriced rentals which are either DoA or malfunction within a week... If you go that route, forget setting your own WiFi settings or any settings at all in the router. You're not allowed access unless you pay more. Work for a company that requires you to VPN in? Forget it. VPN passthrough is disabled by default and they won't enable it.
In my opinion, TWC is a bad company, with bad service and ethics and should be avoided if at all possible. If you're lucky, you live in a city where TWC doesn't have an exclusivity contract.
The ONLY upside to TWC is there are no bandwidth caps. Really, that is literally the only good thing about TWC's internet service. | |
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