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Member review of Time Warner VOIP


more information on the company
Ad-hoc Time Warner VOIP Forum
Time Warner Cable TV/Voice
VOIP Forum

Reviews:
read 57 reviews (35 positive) (10 negative)
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Six Month Rating

Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:


$45 per month avg ($14 to $150)

Review by pitroad01 See Profile
UPDATED: 79 days ago
member for 2.2 years, 542 visits, last login: a few hours ago


Raleigh,Wake,NC
$14 per month (24 month contract)
about 4 days
"Call Quality; Reliability"
"20 to 35 minute hold times to speak to anyone"
"Excellent VOIP but terrible customer service"
Web-site:
Ease of Installation:
Call Quality:
Reliability:
Tech Support:
Value for money:
(ratings match consensus)

    My Other Reviews·RoadRunner Cable
    I recently added digital phone service to qualify for the 'Price Lock Guarantee' promotion of $119 per year for 2 years. I had TW digital phone several years ago and thought the service was excellent but switched to Vonage and then SunRocket because of the cost. When SunRocket bellied up I decided to go cell phone only and have been that way since. With this PLG promotion I am paying only $12 + taxes extra a month for the phone service so I figured I'd give it a try. Here is my experience .....

    Installation : disappointed in the quality of the installer as it turns out he was a plug and play type at best. He could not figure out the user ID / password for the cable modem and just gave up. It was apparent he was not very experienced at digital phone installation. When he left I googled and located the user id and password for my cable modem and saw where my downstream and upstream power levels were not adequate (thanks to the dsl forum). I called and scheduled for a technician to come out a few days later. He was able to make changes and bring the levels up to where they should have been.

    Customer Service : I have had to contact customer service on several occasions since this new service was installed. I had problems accessing the digital phone web site and my on-screen caller ID was not activated from their end (had to call for each one of my TV's separately). On each occasion I have had wait times of between 20 and 35 minutes to speak to someone. This is just not acceptable in my book. You sell me a service but don't want to adequately staff your help desk. Out of desperation I even tried their on-line 'Chat' help. What a joke that was. I feel sure I was 'Chatting' with someone in India (their terminology was exactly like that of all the other outsourced help desks ... the only difference was I was reading instead of listening). This was a total waste of time and I even had to load some activeX crap to get it to work.

    Bottom Line: I have 2 months to opt out before it would cost me to terminate the PLG package. As much as I like the quality of the digital phone service at this rate it really scares me what will happen if I experience problems in the future. My Cable TV and RoadRunner service have been rock solid for years and maybe the bundled package will stay that way. Glad I have a while to let my disappointment and anger subside before I have to make a finial decision.

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