dslreports logo
site
spacer

spacer
 
    ISP Rolodex Intro Local ISPs Members U-Verse FiOS FiOS Soon
spc

spacer




how-to block ads



Time Warner Cable page on DSLReports
Six Month Rating

Reviews:
bullet 3104 reviews (1816 good) (634 bad)
bullet Submit a review by email click here
bullet login for new review notification feature

Review by Rick4769 See Profile

  • Location: Buffalo,Erie,NY
  • Cost: $193 per month
Good "Always adding HD channels"
Bad "Upload Speed, customer service, digital phone, to many price increases"
Overall "Behind the times compared to others."
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

My Other Reviews

·Verizon FiOS
I was grandfathered in when Adelphia went bankrupt and TWC took over our area in WNY-Suburbs. On first day of TWC service, they immediately added 20 on demand channels to the minuscule lineup we had. Internet was greatly improved over Adelphia as far as reliability. TWC seemed to add channels but you paid for them with their constant price increases. I even opted for their digital phone plan where I bundled it with my internet and television. The digital phone was great until you had a power outage. There was no battery backup so you definitely need a cell phone.

TWC customer service was pathetic to say the least. You got 10 different answers from 10 different customers service representatives for the same problem.

Their greatest problem in customer service was not following through on what they promised. For example, their premium HD tier was to include MGM, Universal, MAV TV, Hallmark Movie channel and RFD. MAV-TV was advertised at the TWC website but never offered in the package. For two days, it popped up on TWC online TV but it was removed after I mentioned the fact in the DSL Reports TWC forum.

Internet reliability was very stable as compared to Adelphia. Good download speeds but only a paltry 5 upload speed. Price changes were constantly happening and TWC always mentioned it was the cost of programming increases. At times, I have seen local channels removed in a contract dispute and TWC had the gall to hand out antenna's-rabbit ears so you could pick up the channel in the dispute. They said this was a service to their customers. Also did the same with the Showtime channels even though you were already a subscriber. The customer always paid at the end once TWC finally negotiated a new deal.

Finally, when I heard back in February that Comcast was going to merge with TWC, I immediately dropped them for another provider. I found out I was saving over $30.00 a month with the new provider, getting better internet speeds, crisp SD and HD picture quality and a digital phone that had a battery backup.

member for 1.7 years, 447 visits, last login: a few hours ago
lodged 84 days ago

Comments:

Review by en103 See Profile

  • Location: Valencia,Los Angeles,CA
  • Cost: $124 per month
Good "Decent for the price"
Bad "TWC can have issues (not local)"
Overall "Good deal - when it works"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

I've had TWC for ~6 years now (came from DSL-Extreme due to AT&T POTS cost)

Initial install was quick/dirty and left me with many call backs due to old RG-59 cable on the STB giving channel loss. TWC did have some major issues with DNS servers a couple of years back, and major routing problems. Their TV service has also been 'gradually' killing off CATV channels to force users to pay for STBs.

CATV will be gone officially as of May 14, 2014 in my area.

Future speed will be upped to 50/5 from 22/2.5Mbps. I'll see if the price changes due to TWC/Comcast deal.

member for 3.3 years, 550 visits, last login: 1 days ago
updated 85 days ago

Comments:

Review by striker325 See Profile

  • Location: Pacoima,Los Angeles,CA
  • Cost: $15 per month
Good "Getting advertised speeds!, Low Latency!"
Overall "It's cable internet and it works"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)

I ordered the lowest package of internet service that Time Warner offers (The lite package).
Ordering process went smooth and the installation also went according to plan. (I placed the order online)

Time Warner cable supplied me a Cisco modem and they did all the process of installing it near my router.

Update: I recently upgraded from their basic 1 Mbps service to their everyday low price internet plan that offers faster download speed ( up to 2 Mbps). I also ended up getting my own modem because TWC decided to raise the price of the modem lease from 2.99 to 5.99 a month which i believe is a lot for a basic non WiFi modem. I am glad that they let you use your own modem and for that they get points.



member for 5 years, 391 visits, last login: 53 days ago
updated 85 days ago

Comments:

Review by Smandy See Profile

  • Location: New York,New York,NY
  • Cost: $55 per month (12 month contract)
Good "Nothing at all"
Bad "Abysmally slow, horrible, awful support"
Overall "I'd trade one of my fingers for ability to use a different ISP"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)

I have tried for about a month now to resolve a long standing issue involving ping times as high as 10 seconds, which has been ongoing for about 3 months.

I have talked to L1, L2, L3 support, ADSS (Advance Digital Sytems Service, a department that most people don't even know exists), escalations, Customer Relations, posted on their Facebook page, posted on twitter, and even emailed the CTO.

I have been logging ping times every 5 seconds for the last month, so I can prove the problem exists, and the support people were still skeptical.

Finally, after bombing their social media and email accounts, I got some attention, but only after the most recent social media/internet activity.

They have sent out 2 technicians, 2 foreman, run new cable, and still the problem persists. I have never in my life seen such a broken system. I am an electrical engineer who builds internet products for a living. If I can't even convince them that there is a problem that needs to be fixed, then the typical user doesn't have a prayer.

member for 86 days, 39 visits, last login: 44 days ago
lodged 86 days ago

Comments:

swintec
Premium,VIP
join:2003-12-19
Alfred, ME
kudos:5

10 seconds?

Ping times to what is 10 seconds?
Smandy
Premium
join:2014-06-02
New York, NY

Re: 10 seconds?

First hop from router.

swintec
Premium,VIP
join:2003-12-19
Alfred, ME
kudos:5
Reviews:
·Time Warner Cable
·VoicePulse
·Sprint Mobile Br..
·RapidVPS

Re: 10 seconds?

Can you post an example traceroute showing the issue? Maybe even better, post in the TW forum here as I am sure many would like to see that behavior.
--
Usenet Block Accounts | Unlimited Accounts
etaadmin

join:2002-01-17
Dallas, TX
kudos:1

1 recommendation

Logging every 5 seconds?

Logging pings every 5 seconds? Has it ever occurred to you that your logging is what is causing your latency?

I'd love to know how are you logging the pings and therefore the latency.

BTW an electronic engineer here.
Smandy
Premium
join:2014-06-02
New York, NY
Reviews:
·Time Warner Cable

Re: Logging every 5 seconds?

The ICMP packet is 64 bytes. If 64 bytes every 5 seconds brings the network to its knees, that is a problem in and of itself.

I have a NAS box that is directly connected to the router, which is running a timestamped ping using the `ping`utility in conjuction with `date`. It's a freebsd box running FreeNAS.

Here is a slightly redacted traceroute:
1 XXXXXXXX (xxx.xxx.xx.x) 0.566 ms 0.423 ms 0.344 ms
2 * cpe-68-173-48-1.nyc.res.rr.com (68.173.48.1) 3994.900 ms 50.201 ms
3 gig-0-3-0-12-nycmnyb-rtr02.nyc.rr.com (24.29.139.182) 22.659 ms 22.038 ms *
4 agg56.nyclnyrg01r.nyc.rr.com (184.152.112.109) 1775.546 ms 36.364 ms 23.6 87 ms
5 107.14.19.24 (107.14.19.24) 23.741 ms 25.623 ms 24.585 ms
6 ae-4-0.cr0.dca20.tbone.rr.com (66.109.6.28) 32.340 ms 31.707 ms 31.376 ms
7 * 107.14.17.178 (107.14.17.178) 863.724 ms *
8 ae-2-0.pr0.dca10.tbone.rr.com (66.109.6.169) 496.533 ms
107.14.19.133 (107.14.19.133) 30.867 ms *
9 66.109.9.66 (66.109.9.66) 31.969 ms 32.072 ms 33.864 ms
10 209.85.252.46 (209.85.252.46) 29.827 ms
209.85.252.80 (209.85.252.80) 50.720 ms *
11 * * 72.14.236.148 (72.14.236.148) 2134.186 ms
12 72.14.239.92 (72.14.239.92) 30.304 ms
209.85.249.10 (209.85.249.10) 30.516 ms
72.14.239.92 (72.14.239.92) 49.562 ms
13 72.14.236.207 (72.14.236.207) 31.194 ms 31.497 ms
209.85.252.251 (209.85.252.251) 29.640 ms
14 72.14.237.254 (72.14.237.254) 30.260 ms * 30.244 ms
15 * lga15s35-in-f0.1e100.net (173.194.43.32) 3518.250 ms 31.594 ms

needsomehelp

join:2014-02-07
Canada

Re: Logging every 5 seconds?

said by Smandy:

2 * cpe-68-173-48-1.nyc.res.rr.com (68.173.48.1) 3994.900 ms 50.201 ms

I pinged that address from Canada, 31ms
Looks like the issue is coming from congestion on your local network...
Try removing the router, put your computer in safe mode (or equivalent), then run and post trace route again
etaadmin

join:2002-01-17
Dallas, TX
kudos:1
No it won't bring the network to it's knees but some routers may consider your constant pings as an attack (smurf) and delay or drop the ICMP packets. Whats wrong with using 3 or 5 pings every five minutes like MRTG? Other thing to consider ICMP packets are not considered a priority.

Besides if you don't see anything positive in TWC ('Good Nothing at all') whats keeping you from switching to Verizon FiOS?

swintec
Premium,VIP
join:2003-12-19
Alfred, ME
kudos:5
Reviews:
·Time Warner Cable
·VoicePulse
·Sprint Mobile Br..
·RapidVPS
said by etaadmin:

Logging pings every 5 seconds? Has it ever occurred to you that your logging is what is causing your latency?

I'd love to know how are you logging the pings and therefore the latency.

BTW an electronic engineer here.

Agreed. Something just does not add up.

Are page loads 10+ seconds? Outside of running ping tests, would you ever notice a problem with your line if you didnt run them?

Did you ever consider that maybe pings are being filtered / prioritized due to the frequency you are running them?
--
Usenet Block Accounts | Unlimited Accounts

swintec
Premium,VIP
join:2003-12-19
Alfred, ME
kudos:5
Reviews:
·Time Warner Cable
·VoicePulse
·Sprint Mobile Br..
·RapidVPS
The high ping times also do not carry through to the rest of the trace either. If it did that would indeed indicate a problem somewhere.
--
Usenet Block Accounts | Unlimited Accounts
ITGeeks

join:2014-04-20
Cleveland, OH

ADSS?

Define ADSS- as someone who works closely with TWC and on a national level with all departments including their President's office in NY- this department isn't even such as one. And as far as the CTO- is that for your region or the national level? Emailing national CTO won't help you as you will be redirected back to your region.
soja

join:2014-01-21
Waterloo, NY

MTR

Have you considered running a MTR?

»winmtr.net/download-winmtr/

This will show you if your local gateway is just responding to ICMP requests slow, or if the high latency is carrying through to more hops.

Review by mja1980 See Profile

  • Location: Richardson,Dallas,TX
  • Cost: $80 per month
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)

Great Value. I bought my own Sb6141 as the all in one Arris wasn't up to snuff. I Have had this service since it was Comcast. Well over advertised speeds 95 percent of the time.

member for 1.3 years, 64 visits, last login: a few hours ago
lodged 91 days ago

Comments:






Review by drgonzo See Profile

  • Location: Lenexa,Johnson,KS
  • Cost: $61 per month
  • Install: about 3 days
Good "Fast professional install. Better than advertised speeds. Happy customer!"
Bad "Cut out a bunch of old coax that I was going to use without asking"
Overall "Good price, no contract or caps, better than advertised speeds. TWC is getting it, at least in my market!"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Services:
Value for money:
(ratings above consensus)

Went online to order service due to U-Verse raising my rates over $75 a month on the same day my contract ended with them. Looked at all the competitors in my area - I have three providers to choose from. Decided to cut the 'TV Cable' as we don't use it enough and just stick with internet. They had no install dates that worked for me so I engaged their chat assistance and was able to sign up for service there. I signed up for the 30m package which was 54.99 + 5.99 modem rental. The chat person was able to get me an install on Saturday morning - hooray!

Tech came out at 8:30am +/- and proceeded to clean up some of the coax wiring that the previous owner left behind. However, I had coax run and terminated to the box outside for each room in the house (x7) and he proceeded to cut the ends off of all of those and then sealed the box back up. So, if I ever decided to put an antenna up or re-subscribe for internet, I am a bit hosed unless I want to replace all of the coax ends or have the tech do it. Ugh. Whatever. He did an extremely clean job with the wiring - I was completely impressed by his professionalism! He ran a new line to my office which is where I wanted the CPE and it was a fairly long run.

Service came online using an Arris dg860 and initial speed tests have been running around 57-57m this entire week - to be clear, I have used countless speed tests and they are all consistent with this speed. Keep in mind, I signed up for the 30m package. Downloads and such are consistent with these findings.

So far I am very pleased with the service. Much better than subscribed or advertised fees. No peak slow downs or drops anytime. Very professional and quick installation. No contract, competitive rates, no data caps. I am very happy at this time. Lets see how it goes!

member for 11.8 years, 338 visits, last login: 36 days ago
updated 98 days ago

Comments:

drgonzo
Buy the ticket, take the ride
Premium
join:2002-10-28
Kansas City
Reviews:
·Time Warner Cable

Value for money

I was hesitant to rate value for money so high but here is why I did it.

I am getting nearly 60m service for the price of 30m service. The price for that is higher than I like but its better than the contract and close to same price for 18m service that ATT UVerse wanted and its better than the 2 year contract Surewest/Everest/CCI wanted me to sign. I am waiting for Google Fiber to finally hit my neighborhood this year, so I didn't want to be tied into a contract.

Also, and very important here...NO CAP! So, all of those factors make the 61 or so a month totally worth it! I guess value for money is in the eye of the bill payer???

DataRiker
Premium
join:2002-05-19
00000

Re: Value for money

Time Warner has done a complete 180 in the KC metro since Google started eating away large swaths of customers.

I have Time Warner at my house and I am getting fantastic service, which ironically I thank Google for.

I have already signed up for Google though, Time Warner can't touch 1000 / 1000 mbit/s for only 5 more dollars.

Review by LadyL See Profile

  • Location: Lorain,Lorain,OH
  • Cost: $6437 per month
Overall "reliable"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

Service is ok for what I need.
Nothing new,other than the price increase...which is getting ridiculous !

member for 11.9 years, 5612 visits, last login: a few minutes ago
updated 100 days ago

Comments:






Review by OvrQualified See Profile

  • Location: Winter Park,Orange,FL
  • Business customer Business customer
  • Cost: $80 per month
  • Install: about 3 days
Good "Speedy, fairly reliable, good customer service experience"
Bad "When it's down, it's DOWN; support coordination could be better"
Overall "Good value, great service, but call your local offices if you have problems"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

I ordered residential RoadRunner from Bright House (formerly Time Warner) a several months ago. As I recall, the install was quick, and both technicians were very professional (one came to run the cable, the other brought the cable modem and tested the lines).I've had a fairly constant 2000/384 kbps service, and found the service to be reliable. The supplied Toshiba PCX1100 works great and I don't experience slowdowns at any time during the day. The modem is hooked into my Nortel Contivity 1010 gateway and RR supplies DHCP to the gateway.The service has only been down thrice--once due to a downed pole (drunk driver) the other was due to a blown on-pole amplifier (the one in my backyard), and the most recent outage was due to having my tap disconnected accidentally. I've found that the national helpdesk was of no help and only when I called the local customer service number did I receive competent, up-to-date information (after I had them understand that I was technically oriented--I do networks for a living--they skipped all of the usual steps and went straight to checking connectivity to my modem). A service call was required for the second incident--the technician came the same day and changed the on-pole amplifier--he was on time and very courteous as well.All in all, I've found RoadRunner in Winter Park to be a reliable, enjoyable, and speedy way to get online...I love it!

Updated 31 August, 2004.

Hurricane Charley came and left and it took Bright House a full 17 days to restore cable service to our area. I really only have one complaint about the whole thing: they didn't keep their customers or the media abreast of the restoration efforts (like the 4 major utilities did). At any rate, they helped me set up a free dial-up connection in the meantime and they're going to credit my account for the 17 days, so it was all good.

Updated 9 November, 2005.

Well, another year has come and gone, and my RR connection continues to serve me well. The connection is stable, and I'm averaging 4800/256. No real problems cropped up this year--short of a tap accidentally getting disconnected (and getting subsequently credited for the outage of my cable--customer service was apologetic and helpful to resolve it).

Updated 2 December, 2006.

My RoadRunner connection continues to provide quick, reliable broadband service. This year, the speed was upped to an average of 7900/512. One service note: my original Toshiba PCX1100 cable modem bit the dust by power cycling every 20 minutes and was replaced next day by a Bright House tech with a new Terayon TJ715. Local customer service continues to be responsive and helpful. No real complaints here. National service desk on the other hand...well, that's a different ballgame altogether. I prefer not to call them.

Updated 18 May, 2014.

Bright House continues to provide fast, reliable service with minimal downtime, I switched to business class last year and continue to be pleased with speeds and service.

member for 12.5 years, 5021 visits, last login: a few minutes ago
updated 100 days ago

Comments:

Review by CaliNine See Profile

  • Location: Los Angeles,Los Angeles,CA
  • Cost: $71 per month
  • Install: about 3 days
Good "The speeds are stable but my internet drops 2-3 a day."
Bad "The router and technical support."
Overall "Great price for the speeds you get."

My Other Reviews

·AT&T U-Verse
Switched back to time warner, the speeds are good, really stable at peak times but my internet drops 2-3 times a day and I have to reset both my modem and router which is annoying. Other than that Time Warner is the only company who offers 100mbps+ in my area for a good price. Also the modem they provide is horrible I'd suggest buying one yourself.

member for 107 days, 159 visits, last login: a few hours ago
updated 102 days ago

Comments:






Review by WhatNow See Profile

  • Location: Laurinburg,Scotland,NC
  • Cost: $155 per month
Good "Has been reliable. The only service was a few calls to reset the cable box."
Bad "I had the 3 play until they wanted to charge a monthy fee for the modem."
Overall "Only choice I have for internet. Service has gotten pricey. "
Connection Reliability:
Tech Support:
Value for money:
(ratings match consensus)

TWC is the only choice I have for internet. Sometimes I think the node is overloaded occasionally but it may be the sites I am streaming. Only one time in 7 years have I felt the help rep was feeding me a line. The other three or four times the techs were very professional. Normally a cable box reset fixed the problem never had a truck roll.

When TWC decided to charge the monthly fee I bought my own modem and dropped the VoIP. That saved me about $40/mo. I seldom made any calls and most of the calls I got were sales calls. In the end I saved a lot of money. The price keeps going up on the TV / internet and if I could get OTA I would cut the cord. Live too far from all but one TV tower for OTA. I use the Primetime on Demand often to catch after 10 o clock shows.

member for 5.3 years, 790 visits, last login: 1 days ago
lodged 109 days ago

Comments:

DocsisCat
Premium
join:2013-10-10
Princeton, TX

... OTA ...

Pardon, ... what does OTA stand for? If it's, "Over the Air", what is that, please?
macbookguy

join:2008-02-08

Re: ... OTA ...

said by DocsisCat:

Pardon, ... what does OTA stand for? If it's, "Over the Air", what is that, please?

When it comes to broadcasting, OTA does mean Over the Air. That means free signals being broadcast from a station that you can pick up with an antenna.