Review by elefante72
Good "It connected internet"
- Location: East Amherst,Erie,NY
- Cost: $94 per month
- Install: about 5 days
Bad "Thats all they could get working"
Overall "The Bestbuy 3-play signup was a nightmare"
|Pre Sales information:|
Value for money:
(ratings match consensus)
Update December 2012
Well, two happy years w/ FIOS and verizon wanted to jack my bill 35%, and I wasn't happy. So I see the BB $99 3-play w/ xbox & $150 gift card. This is where the fun began. Go into BB, they have absolutely no idea how to sign up, and all I really need is a cablecard (huge issue). They couldn't figure out how to add it.
OK. 1 hour wasted
Then you have to call TWC 800 number to actually set up appointment. TWC rep had no idea how to provision the cablecard and I wanted updated 20/2 (meaning give more money). I was going to do 30, however they wanted to charge me $50 to install wifi which I didn't need, so they lose that and I go for 20/2. This whole process takes another hour. (The 3 play package is 15/1)
I see my confirmation email, no cablecard. I get a bad feeling so I cancel the entire install, and I decide to port my Verizon FIOS phone to anveo over VOIP so that switching providers is easier just in case it's a problem. I simply don't trust TWC from prior bad acts.
So I call TWC up again and sign up for cable/20/2 and ONLY a cablecard. This takes an hour, and they tell me no installs for 2 weeks. Well my FIOS is busted in 2 weeks. So they tell me this package is $110, while online it's $90.
So I go online (I'm waiting a hour again so I have time) and see the package at $90 and install in 2 days. I sign up online in 5 minutes while the other guy is still struggling to figure it out and tell me $110 is the best deal.
Install day: No lines need to be run because they were already there prior to my 2-year FIOS hiatus. Installer shows up, and tells me they have no cablecard, and will I accept a HD box? I say no and go away. I see the order and on it says digital cable and cablecard. They ruminate, and 1 hour later they show up w/ a 3 year old cablecard and that is where the fun begins. Took another 1.5 hours to get the CC activated.
OK. So 2 hours after they leave, CC unpairs, so another 1 hour on the phone to get reactivated. Then I tell them I can only see the clearQAM and analog channels on the list. They say they will check. This call another hour.
Call back after they say all channels are there, I get phone treed to Internet, and then to cablecard after 40 minutes of bouncing back and forth. CC tech gets on, they check, and then she asks me about my SDV box. WTF, no SDV box.
So now she tells me I need to go to TWC office and pick up one to get essentially all the hidef digital channels. I plug in this monstrosity from Cisco (like waferboard circa 1985) which takes up 11 watts, plug it in...and of course it was never provisioned.
At this point, I'm done. I call up TWC, cancel service and return items back to the office.
So I go back to Verizon and show them my TWC bill, they immediately lower the price ($10 more than TWC), but it works. In fact once my CC was de-provisioned (when you put TWC CC in there it looses activation), I went on the web and told it to re-activate and 15 minutes later it was running. Oh, with Verizon there is a menu item to choose cablecard, so you don't have to wait 20 minutes to talk to a level1 to wait another 20 minutes to talk to a level 2.
The moral of the story is that Time Warner's systems are so out of sync and their field people aren't trained on cablecard that the customer experience is just horrendous.
So yes I will pay the $10/month more for much faster internet (now 50/25) and the much more knowledgeable Verizon staff.
It's too bad the product isn't that bad (other than SDV box needed), but man the customer experience and field training are sub-par at best.
TW has been great to me and the speed and reliability have been great. In a few instances link would drop (due to inadequate terminations outside) - hey its buffalo, and was fixed in a few days. My kids use netflix streaming all the time, and TW hasn't complained so I have no idea how much bandwidth I'm using, however it must be a few hundred gig.
The link is 15/2, and it gets it (especially since FIOS has been here). My biggest prob is that I use cloud storage (mozy), and upload needs to speed up. Every 2GB home movie I upload takes hours.
TW has this turbo package (docsis 3 methinks), but its $100/month. So its a no brainer to go to FIOS at 25/25 for $70.
I sort of hate Verizon (they have never lost an opportunity to screw me out of $), but there is no contract, and I'm not bundling so my loss is limited there.
So thank you TWC, you have been great but you have lost the competitive edge.
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updated 354 days ago