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Review by Pegasus See Profile

  • Location: Hilton, Monroe, NY, USA
  • Cost: $179 per month (12 month contract)
  • Install: about 7 days
Internet is stable. all premiums.
Signature home support isnt a thing anymore. video quality. technicians.
Cut the cord
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Signed up for signature home on 7/14/2013, Installed on 7/21/2013

Ordering was pretty smooth. spoke with a very nice woman who was easy to understand and pleasant & excited about what she was selling.

Installation was quick & painless. Tech sat down with my family & myself before installing anything to go over all the services and to make sure it suited all of our needs. after that all the cable outlets were tested & the tech was shown where all the equipment was to be placed.

For cable boxes i was given 2 Cisco 8742HDC.

For data & phone i kept the dual modem set up i already had, Arris for data & Technicolor for the home phone.

The only real complaint i have about signature home thus far are:

1. should include one client box included in the 199.99 price.

2. The call center for signature home is iffy. its hit or miss. Its not a terrible, the agents are never rude or unhelpful but sometimes it feels like the agents are in training & they are nervous.

Things i rave about:

1. No stupid fee's for paying over the phone, or paying by check over the phone.

3. Im never on hold when i call

4. The appointment times are fantastic. no waiting around for a tech.

5. The field techs. only the best of the best tech's do signature home appointments. this is really great. in the past before signature home ive had some very rude lousy techs.

Overall its just nice to have a cable company kiss my keister, even if its just a peck.

July 2014 Update.

Not much of anything has change service wise. Only changes have been with support. the signature home call center in NC is excellent now. No more using *67 to block my number when calling to get regular support. Its flip flopped. regular support is horrendous now it seems.

April 2015 Update.

Service is still phenomenal & my area now has 8x4 so there aren't even rare congestion problems anymore. At peak times of day im getting 55/4ish. Off peak i have tested as high as 70/5.

the signature home support center in NC is still doing great so happy with that aspect.

The recent (relatively speaking) DVR overhauls and the apparent cloud based functions have finally sped up the boxes. Before the boxes weren't all that bad if you kept on top of deleting content and doing NVRAM clearing. but now you can neglect those duties somewhat and still have a less painful experience.

June 2016 Update.

Out of extreme frustration with the fact that signature home did not have the enhanced dvr available & getting the run around about it i have been making monthly calls to support to ask when it would be available to start a trend in the system. Today my diligence payed off.

Made my usual call, asked about enhanced DVR and the agent told me it was indeed within the last two weeks available for signature home! but.. ive been told that before.. »[TV] Rant: Enhanced DVR Hell!

but this time the agent seemed extremely knowledgeable and uncovered many other things wrong with my account previous agents had created.. Like activating internet on both my MTA's (i run a dual modem setup for phone and internet)

this time i trusted her.. she also informed me they revamped signature home to include all premium movie & sports channels included in the 199.99 price!!! ..and this time while on the phone i checked the channels and they worked!!!!

As far as the equipment goes i let her know i would prefer to pick up the equipment today instead of waiting for an install. She unlike many other agents gave me absolutely NO BS about that because i already had the MOCA network & filters with the previous whole home setup installed, she simply said "we prefer to have it installed by techs because signature home is a white glove experience.. but if you like we can set up a call back so i can activate and make sure your equipment is working".. WHICH SHE DID ON TIME!!!

about 1 hour after that call another person checking work orders called me to stray me away from picking up the equipment and telling me the installation was mandatory by a tech and i quote "more than screwing in a coaxial cable" and she demanded i set up a tech visit.. which i did to appease her and just went to the cable office anyways to pick up the equipment.. and what do you know. it was actually just in fact..screwing in a coaxial cable..

the walk in center was also misinformed about the availability of the enhanced DVR on signature home and did not believe it was available until looking into my account.. and they still weren't sure about how to process the box swap because the system was giving them a hard time about setting up the equipment on my account without a tech visit/Truck roll. I had to promise the rep at the store i wouldn't complain about them if i got home and it wouldn't work LOL. The Brockport cable office IMO is one of the best I've always had good experiences there.

in conclusion everything is working great, i don't even know where to start with all these movie channels and i cant believe how good the enhanced dvr works. its so fast its ridiculous!

information person to person, Department to department on the availability of the enhanced dvr on signature home is still iffy but if you have patience and push thru it you can get it! im sure within the coming months all the wrinkles will be ironed out on this.

August 2017 update

Since moving to pavilion NY in October ive had numerous issues with upload speeds and video service. SDV channels will not work, picture breakup and no on demand. the upload problems were attributed to a bad trunk line in the mobile home park and was fixed. Upload problems were resolved and the internet has been rock solid. however video service issues have still not been resolved.

multiple box swaps and a complete home rewiring TWICE and issues still persist. I call to set up yet ANOTHER tech visit or get in touch with someone who would recognize the problem may be beyond the home and i was ran through the offshore support hell. (signature home used to have its own on shore center) agents refused to truck roll. connect me with a supervisor and i was even hung up on by a supervisor.

the last straw for me was after calling back after being hung up on by the supervisor.. and the agent telling me the issues i have were because i was on legacy twc pricing and once i switch to a spectrum pricing plan the issues would resolve because and i quote "spectrum pricing is up to date and uses the best fiber optic wires"

so that was it. my next call was to business class to go to internet only. i honestly loved signature and didn't mind paying the premium as long as it worked and i could talk to a decent agent when i ran into something i needed help with.



member for 16.2 years, 1126 visits, last login: 6 years ago
updated 6.6 years ago


OpTiC
Premium Member
join:2014-03-08
West Covina, CA

OpTiC

Premium Member

179.99 ???

Wait I thought SH was 199.99 without premiums. Did you get the same discount as
mckenna797?

Pegasus
Premium Member
join:2008-01-04
united state

Pegasus

Premium Member

Re: 179.99 ???

I wasn't able to see any mention of discounts in Mckenna797's review so i don't know what discount your mentioning but yes i have a few discounts on my account.
Ive had TWC since they took over Greater Rochester Cable Many MANY moons ago so i called to inquire about a loyalty discount and was informed that was only for NYC residents, because of RCN and FiOS overbuild i assume. The agent i was speaking too pulled other discounts out of her hat to give me something so that's where the 179.99 comes from.

OpTiC
Premium Member
join:2014-03-08
West Covina, CA

OpTiC

Premium Member

Re: 179.99 ???

said by Pegasus:

I wasn't able to see any mention of discounts in Mckenna797's review so i don't know what discount your mentioning but yes i have a few discounts on my account.
Ive had TWC since they took over Greater Rochester Cable Many MANY moons ago so i called to inquire about a loyalty discount and was informed that was only for NYC residents, because of RCN and FiOS overbuild i assume. The agent i was speaking too pulled other discounts out of her hat to give me something so that's where the 179.99 comes from.

Does TWC have a loyalty discount in LA?

Pegasus
Premium Member
join:2008-01-04
united state

Pegasus

Premium Member

Re: 179.99 ???

I wouldn't have any idea.. LA is on the other side of the country from me. The only people that would be able to answer that definitively is support.