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Review by retiredgrunt 
Fair warning: reviewer joined this week
lodged 1 days ago
 Clarksville,Clark,IN
 $75 per month- (12 month contract)
 about 5 days
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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What other options did you consider for broadband? Insight is a monopoly, not much of a choice unless you go with a slow DSL.
What SPEED/package did you order, at what monthly price? 10 meg for now (keeping costs down)
How was the order & install process? Ordering is easy, they want your money and would sell their mothers to make a dime. Unfortunately the install and follow on tech support call was unprofessional and amateurish. The installer was in a hurry and made 3 personal cell phone calls, worried about getting a baby sitter for a hot date I guess. He insured his lap top work on the Internet but not us. He told my wife he didn't touch other peoples computers, ok fine, at least stick around to see if she can get it going. I called tech support when I got home that night, must have been a person they found at a McDonald's, poor kid was in over his head and promptly ended the call with out caring if i had a reliable connection. Fortunately for us we know enough to configure a router and now all works fine, even the wireless stuff he said we shouldn't have.
What brand/model was the supplied equipment? An Old DVR box, had our own Arrias Cable modem from our last go round with Insight.
What good or bad experiences most struck you? Good: I got the Internet working myself. Bad: The lack of competition here, the best way to fix crappy customer service and a lackadaisical is to have a competitor that offers quality service and a genuine concern for customer satisfaction.
Comments:
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Review by (hidden by request)
(review was emailed from domain gmail.com)
lodged 35 days ago
- 43229
- $60 per month
 "Few outages, decent speed" "Frequently disabled for no reason, horrible customer service, speeds lower than advertised, high price" "Some of the worst customer service I've ever had with any company"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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My experience with them has been horrible. Speeds constantly lower
than advertised and overpriced. Also they will frequently disable
your internet without warning for no reason. To get it turned back on, the
only option they offer is one phone number, where you must leave a voice
message because they never answer this line. They may not even contact you
the same day. I'm having to post this from my smart phone because they
still have not contacted me for over 3 hours. Needless to say, I will be
getting a different provider tomorrow. Hopefully someone who still understands
what a customer is.
Comments:
 | | Um I'm calling BS on this review, dosent smell right.
While yea I've had issues with speed, never heard or nor experience the need to call some VM number to reinstate the account unless it was past due. | |
| | | | Re: Um It's what they started doing when you have a copyright complaint. | |
| | | | | Re: Um Yea but every day like he states? Makes me wonder just what kind of bootleg stuff he was P2P'ing | |
| | | | | | Re: Um Reviewer said frequently, not daily. They've done it to me without reason or warning, and it's a giant hassle, it's one of the reasons I switched to uverse. | |
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Review by Xsk8er
member for 11.3 years, 3638 visits, last login: a few hours ago
updated 53 days ago
- 43216
- $85 per month
- about 1 days
- "Called at 3pm, had installed by 5pm.."
- "Standard Pace DVR appears to have only 2 tuners."
- "overall a great deal."
| Pre Sales information:
Connection Reliability:
Tech Support:
Value for money:
(ratings above consensus)
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03/21/12:
3:00 pm:
Decided to switch to Insight after having Uverse only internet for a few years. Called up wanting only internet but sales talked me into the DVR as a special bundle said they could have a tech out same day by 8pm.
5:00 pm:
Contractor tech from Broadband Express shows up with the Standard Pace DVR and Surfboard 5101 modem.. install takes less than 30 minutes.. We chat about the the merger of Time Warner and Insight...
5:30 pm:
Tech leaves and service is up. Overall typical cable.. Kind of wish the Standard Pace DVR did more than 2 tuners but that's typical of cable.
I have Pace DVR with Digital Cable
Road Runner Standard 10 Mb / 1 Mb
Update 3/22/12:
Apparently most of overnight the modem dropped offline -- and is this morning -- the Digital Cable does not seem to be phased but internet is flaky.
Modem levels are nasty :
Downstream Value
Frequency 567000000 Hz
Signal To Noise Ratio 33.9 dB
Power Level -13.1 dBmV
Upstream Value
Channel ID 10
Frequency 32700000 Hz
Power 49.2 dBmV
Update 03/26/12:
Called Dispatch back (they had left a message while I was away over the weekend asking how my install was) informed about modem loosing sync.. She found some opening in the tech's schedule and got them back out within the hour of making the phone call!
They replaced the SB5101 with an RCA Modem and changed out the splitter and the connection at the tap.. Things have been stable since then.
Forward Path:
Signal Acquired at 567.000 MHz
SNR: 35.1 dB
Received Signal Strength: -6.3 dBmV
Bit Error Rate: 0.000 %
Modulation: 256 QAM
Return Path:
Frequency: 23.6 MHz
Power Level: 41.9 dBmV
Channel ID: 9
Modulation: 16 QAM
Things have improved.
Have 10 Mb down / 1Mb up for Road Runner
Pace HD-DVR with Classic cable..
Comments:
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Review by jrosw
member for 8 years, 784 visits, last login: 58 days ago
updated 65 days ago
- 47170
- $90 per month
- about 14 days
- "Download is great, very little downtime"
- "Lies and false advertising"
- "Unethical business practices"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Services:
Value for money:
(ratings below consensus)
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So, after about 1.5 years with another ISP and having having them cancel my line without notice or reason, I am back with Insight.
Signed up for a package deal. I was supposed to get 10Mbps Internet, Digital Cable with over 250 channels and a DVR, and phone service for 90/month for the first year.. When the installer comes out, he brings a regular digital cable box and some mini boxes, no DVR. When I asked why and if he could update me to the correct package, he tells me I have to call Insight because he doesn't have the authority to change the package.
So I call, while the installer is still on the premises, and am told that due to my credit I have to make 3 months worth of payments and the upgraded package will be issued.
So the local representative who signed me up lied to me.
Fast forward 4 months. I have made every payment before it's even due. We call and find out when we will get the updated package and are told we have to pay $$104 MORE before we are upgraded.
So now their OFFICE lied to me.
So now I've been told three different things and not really sure what is going on.
Comments:
| | TWC welcome to the world of Time Warner Cable. | |
| | | | Re: TWC Um, TWC hasent done anything yet, they are operating this at arms length. Everything still says Insight on it, so chill on the TWC bashing bandwagon. | |
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Review by Jfeld0131
member for 66 days, 0 visits, last login: 66 days ago
updated 66 days ago
- 47715
- $125 per month
- "I can say nothing good about their cable Internet at this time."
- "Cable internet"
- "Would NOT Recommend!!!"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
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Value for money:
(ratings below consensus)
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I am very unhappy with the Internet provided by Insight! They charge customers for a service that they fail to provide. I am currently paying for 10.0 and in a recent speed test(performed while on the phone with Insight Tech Support) found out that I am only receiving 1.2mbps. Insight's Internet is a complete scam, when the technician arrived to determine why I wasn't receiving the service I am paying for he told me there is no solution available due to bottlenecking when multiple people are on at the same time. Which is completely unacceptable by my standards! I do not recommend Insight to anyone for any type of service after the "support" I received. I was also promised that a manager would be contacting me about my Internet, that never happened.
Comments:
| | MBps or Mbps? Did the speed test display in MBps or Mbps? There is a difference. Insight sold you 10 Megabits per second, which would be 1.25 MegaBytes per second. | |
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 Review by TDOG
member for 12 years, 6693 visits, last login: a few hours ago
updated 81 days ago
- Louisville,Jefferson,KY
- $119 per month
- about 7 days
- "Finally got my monthly bill lowered!!!"
- "Satisfied for now"
| Pre Sales information:
Install Co-ordination:
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Value for money:
(ratings match consensus)
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FEB 29, 2012
Internet connection is still solid
TV reliability and picture quality has also improved
Monthly cost is 43 dollars less than before I called
Phone works good
November 1 2011
Called Insight in mid October and ask if there was any way I could lower the cost of my services ( TV (classic,boxless, internet(10.0) and phone )....? They must be getting a lot of these calls , because after checking my account ,she said yes she could lower my monthly charge. So with a 25 dollar one time charge my bill went from 163.10 down to 85.36 ! I guess Insight must be losing a lot of subs to satellite and DSL. They were about to lose me as well...But I will stay for awhile now.
TDOG
Comments:
| | Insight I'm convinced its Insight internet service that is terrible. Its too bad KY only allows Insight to be the only tool in town. Hoping they will start thinking big town thinking and realize there is more then one company that offers high speed internet. | |
| | | | Re: Insight Well Insight lines the pockets of local politicians with U of L game tickets and other perks to keep other cable companies from setting up shop here !
That way they can keep dispensing crappy service and since there's no other choices, we're stuck unless we just cancel altogether ! | |
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| | Well..... When Phone is in the mix Insight seems alot more willing to deal vs if you have just tv and internet. | |
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 Review by Bamafan2277
member for 3.6 years, 816 visits, last login: 2 days ago
lodged 82 days ago
- 47130
- $160 per month
- about 2 days
- "Reliable service"
- "Price"
- "Better than Uverse"
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I have used Insight service for the last 8 years at 3 different locations. All have been good stable service and speeds as promised. The only thing I'm not crazy about is the price. $160 for all 3 services. Phone is almost double the advertised $25 due to all the taxes and "fees" they dont tell you about. I am afraid with the Time Warner take over that the prices will go higher than they are now. If they do I will drop everything but the internet and get OTA for TV service and magic jack for phone.
Comments:
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 Review by OSUGoose
member for 4.4 years, 1588 visits, last login: a few hours ago
lodged 82 days ago
- Columbus,Franklin,OH
- $200 per month
- "There used to be a good thing, not any longer"
- "Don't care to lose you"
- "Avoid!"
| Pre Sales information:
Install Co-ordination:
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(ratings below consensus)
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We now have all 3 services with them. The company can't promise to send their own tech's to install, even when there are notes printed on the work order, you'll still get a contractor that will half ass install it then want to scope out your house by going to every box to test on demand when in reality he's seeing what you have to break in later. Were stuck with Insight as WOW won't un-blacklist our house address. Insight does not care about 30+ year customers, when we moved here 7 years ago (across town) they were the first people we called, since 2010 service quality has gone down while prices and fees go up. DO NOT USE IF YOU CAN AVOID THEM.
Comments:
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Review by smashcraft
member for 340 days, 28 visits, last login: 81 days ago
updated 111 days ago
- Louisville,Jefferson,KY
- $160 per month
- about 220 days
- "Crystal clear Phone 2.0 service and fast internet, even during peak times"
- "Price"
- "Rock-solid connection, prices are expensive, especially if you un-bundle TV service"
| Pre Sales information:
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(ratings match consensus)
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Switched from AT&T UVerse...price was getting too high and I found myself having to call every month to fix my uverse bill. I went with Multi-Room DVR Digital Cable, Insight Phone and 10meg internet. Connection is rock solid, even during peak internet times (8-1am). With Uverse, I had a lot of feedback and static on the telephone (voip) line. With Insight, no feedback, crystal clear connection. Seems to have a lot more telephone features than with Uverse Voip. Multi-Room DVR works great...no problems as of yet.
Originally I was going to do the Internet and Phone through Insight for 43.00, but the tech said he was unable to install it with Uverse Cable running to the house as they were using the coax cable lines. Opted to go ahead with the Multi-Room DVR....so far it was a good choice.
Equipment includes a ARRIS Touchstone Cable/Voip modem and Pace Digital DVRs.
Install went off without any hitches. Only thing that confused me was that the installer cut the main underground AT&T (Bellsouth) line that was coming in to the NID. I doubt that I ever will, but if I have to go back to AT&T, they will have to re-run and bury a new drop. Insight did have to run a new drop as the previous cable line was dead.
All-in-all, I am happy with all services and the install at this time. Will be updating in the future.
6/23/2011
Service is still working great. Only issue I am having is that during Tornado Warnings or other storm related warnings, the DVR will freeze, read EAS, but no message will come up. It does take away your regular programming (i/e when you are watching the weather during the severe storms), but the DVR does come back up in a few minutes. During the Tornados last night, all three services stayed rock solid. I did not experience any outages or loss of telephone, tv or internet.
9/24/2011
Service is still rock solid. I am having a small issue with my Insight Phone. It is crackling in the background some, only when I call other people, not on inbound calls. I think I have isolated the problem to the equipment and not my inside wiring. A technician is coming out next week to take a look at the issue. Outside of that, all other services are working great. I'm still pretty pleased with switching from Uverse, though, I am a little worried about the acquisition from Time Warner Cable. I've heard mixed reviews on the company, so only time will tell. Only other small issue is sometimes the Multi Room DVR is somewhat buggy, but it is nothing I cannot live with.
11/23/2011
Still not having any problems with my service. Insight resolved my issues with the crackling telephone static, and actually, after a couple of service calls, the issues resolved itself. I think it had something to do with their network as other people with Insight Phone were having the same problem.
Internet speeds are still rock solid during peak times.
Multi-room DVR can be buggy at times, but I am not having many problems at all. I restart the control unit once a week, and that seems to resolve any issues I am having. The only issue is that from time to time, the picture can be choppy after I resume playing or FF through a program. I still find it is worth having the multi-room DVR and would suggest other people get the service if they are interested in trying it out.
My bill is still the same, about $160.00 after taxes for internet, phone and multi-room DVR with two TVs hooked up and almost any channel I could ask for.
I am still waiting to hear any news on the Time Warner Cable acquisition. Hopefully if anything changes it will be prices for the better, but only time will tell.
I still recommend Insight over any other carrier in Louisville.
1/20/2012
Bill is still 160.00 for internet, phone and cable. I'm not having any problems with the service, everything is still rock solid. I'm very pleased with Insight, and have recommended their services over anyone else in the city. I have been doing some shopping around on price to see if i can get my bill lower than 160.00, and it appears that I can, but that would be through satellite cable services that I feel are not as reliable as a hardline connection.
Overall, I am still pleased, and will wait to see what the Time Warner Merger has to offer. Word on the street is that it might be coming in March. My biggest fear would be them raising prices, but we will see what happens.
1/31/2012
I decided to drop the cable portion of my television service this weekend. I went ahead and went with DirecTV for a cheaper price. Insight decided to raise the price on my Internet and Phone bundle, but I had to pay a one time 25.00 fee for them to re-bundle the services, both of which are still slightly higher than what I was previously paying for the services. I was pretty happy with Insight cable service, but I am trying to do budget cutting and this seemed to be the most logical decision. I'll update this post after I get my bill with the two services. Hopefully, I am saving money. I did drop close to 92.00 out of my bill by making this decision, so we'll see how this pans out. Insight's customer service though this was not very good at the central office side in person, but when I called the Insight office via telephone, they were pretty friendly and willing to work with me.
Comments:
| | Going to miss Insight! It's a real shame insight is selling out to Time Warner.
I love the service I have received from Insight.
My internet is always on and the customer service is fantastic.
From the reviews I have read about Time Warner's RoadRunner service, they appear to be less than excellent.
In particular, Time Warner customer service seems to be useless.
Insight's reward for doing everything right is to be bought by a "discount" company without the discount price.
It will be like Wal*Mart without the cheap price. This really stinks.
I am going to enjoy my always-on internet and excellent customer service (which I never need) while it lasts because it's going to end once Time Warner takes over. | |
| | | | Re: Going to miss Insight! I'm on TWC and RR and have had GREAT service. Customer service when I've called (which has been a few times) were extremely helpful. So all the bad reviews of TWC are not all that they appear. I guess it depends on where you are. | |
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 Review by aciddrink
member for 11.7 years, 1055 visits, last login: a few hours ago
updated 112 days ago
- Lexington,Fayette,KY
- $55 per month
- (month by month)
- about 2 days
- "Some areas of Lexington are reliable"
- "They won't initiate maintenance ticket unless numerous people complain"
- "There's a lot of 'red tape'. Techs often see the issue, but cant fix it because it's not their job"
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
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Value for money:
(ratings match consensus)
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I live in south Lexington area. At my previous residence, I had insight for over a year with no issues at all. In December I moved to a new residence not far away from the original, and my connection began to suffer. Coincidentally, the insight forums at BBR have numerous people complaining that their connections started suffering around December, so I am hesitant to say there's any difference between here and my old location.
My connection problems began with slow download speeds and high ping rates, but only during prime time hours (between 6pm and midnight). As time goes on, it has been getting progressively worse, now I get slow speeds intermittently between the hours of 8am and 2am the next day. If I get on before work at 6am, the connection is usually stable enough to watch a YouTube video or something along those lines. PC gaming and Netflix is still out of the question though.
I have called customer service countless times about the issue. Most of the time I talk to somebody that is fairly uneducated about technology and runs me through the canned checklist (reset modem, unhook router, etc etc). Once I do all these, I inform them that my speeds are still slow, in which case they tell me that the signal to the modem is good so they cannot see why there would be an issue. Since December, 5 technicians have been out to my apartment, 4 of them walked around outside then came back in and said they 'fixed' the problem but never told me what it was.
Finally the 5th tech spent over 2 hours here testing various things, replacing modems, etc. This tech saw first hand the speed and connection problems, and told me it *has* to be something on Insight's side, but that a ticket cannot be escalated to higher tier maintenance unless I go door to door and convince my elderly neighbors to call and complain all on the same day. The tech was actually quite helpful, and tried to make phone calls to get the ticket escalated himself, but he ran into red tape and restrictions.
Furthermore (and fairly unrelated), he informed me that one of the main hubs in Lexington (on Richmond Rd) was mistakenly installed in an area that floods during winter months. As a result during the winter, excessive amounts of traffic must be routed through the other hubs, it is only in the summer months that the bad hub can be utilized.
Long story short, Insight is doing a very bad job in Lexington right now. I wonder if it has any relation to Time Warner Cable's announcement to buy them out. Lets hope when TWC comes in, they fix all the damage.
Below are a few speed tests I've taken over the past 2 days at different servers around me:
Attachments:
Comments:
| | Informative Review I have an unfounded loathing for KY and this seals the deal. I will refuse to go to this state ever as a result of this review. KY, you just lost yourself a customer! | |
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