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Review by blackice See Profile

  • Location: Pittsfield, Berkshire, MA, USA
  • Cost: $129 per month (12 month contract)
  • No Cap
DOCSIS 3, customer support was polite and patient.
Expensive(who isn't), leased equipment can be unreliable.
Service is good, customer support is nice, equipment has problems though.
Pre Sales information:
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I've been with TWC for a little more than a decade now, and the service has had its ups and downs, but it is pretty reliable and satisfactory at this point. I recently re-negotiated my triple-play service plan and managed to upgrade to extreme internet (30mbps download / 5mbps upload) while saving about $60 per month on my bill at the same time. Customer support was very polite, and patient, and solved any problems I had in a less than 15min phone call. Renegotiating my package took longer of course, but as long as you are patient and willing to negotiate, it can pay off.

The service equipment provided has had problems over the years. The Arris modem provided by TWC would reset randomly, and drop internet connect for a min or two sometimes. I called support about it, and had a technician sent out to take a look at it. He preformed some repairs on the cable lines outside of my house, but the issues still persisted. I decided to purchase my own Motorola Surfboard modem, and that solved the problem, and took $8 off my monthly bill at the same time.

The cable box provided can be slow at times. Slow to switch channels, using the guide etc. I did exchange the cable box for a new one at my local TWC office 2 years ago, and it worked perfect for about 3 months before performance issues arised again. Fortunately we don't watch too much TV in my household anymore, and when we do it's only a few channels. So the problem isn't really worth my time.

Overall the only problems I have with the service is the cable box issues, and the rate hikes. But you'll have rate hikes just about any where you go. (if you even CAN go anywhere else) So it isn't really worth complaining about, as it has already been a thousand times. I would recommend Time Warner to anyone looking for a premium internet or TV service, as it can get quite expensive as cable packages always do. However, with TWC's current offers like "Everyday Low Price" internet, it can be affordable to some new customers.

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