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Review by (hidden by request)
Posted: 20 days ago
(review was emailed from domain cisco.com)
 Plano,Collin,TX
 $150 per month (12 month contract)
 "Good service when everything is working"
 "Good luck getting fast support when things go bad, even if you are paying for it"
 "Overall good. But, not great. Better than AT&T. But, not better that Verizon FIOS."
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There is a saying in customer support that you don't know how good your
service is until you have a problem. Well... I'm paying about $150 a
month for the 3 way package (HSI 10MB, phone and Digital TV). I have
extended service protection, as I tend to work from home and *need*
these services. A few weeks ago, there was some construction in my
alley. Someone cut my cable line. I called Time Warner. They could
not come out for an entire week to fix this. They never refunded me for
my down time, nor did they much care than I had no 911 service for an
entire week. I had previously given Time Warner a great review. They
are fast, but expensive. I was OK with it. However, if something goes
wrong, good luck. Service is hit or miss. My only alternative is AT&T,
which still think 768k is high speed internet. So, I'm stuck with
Cable. Wish that Verizon would come out to my area (just 1 mile north
or their zone), and start providing competition. I would gladly switch
to FIOS for internet.
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Review by ja0570 
UPDATED: 29 days ago
member for 29 days, 1 visits, last login: 22 days ago
Cedar Park,Williamson,TX
$59 per month (36 month contract)
 about 7 days
"WithTurbo and am getting 22.7 Mbps down and 1.7 Mbps upload!!"
"Getting the service schedule had some snags"
"Works awesome for true video conferencing and VoIP, even over VPN"
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OVERVIEW
I have had TimeWarner (San Diego, CA) for over 10+ years and it was extremely reliable, which is why I went with Time Warner (Austin, TX). I have to say that I was happy with the Standard RoadRunner internet - but this Turbo is sweetly fast! I can Skype, Video Conference, VPN, and download files all at the same time without having any glitches!!! You can check out the SpeedTest results »www.speedtest.net/result/303158958.png yourself.
INFO ON PACKAGE DEAL
Ordered the bundled HD package for $129.95 a month, which includes Turbo cable, Digital phone, and digital cable. Added a HD DVR for $10 a month.
ISSUE RESOLUTION
Shortly after they left after installing (several hours later) I did have a cable modem problem...I called them...and they came out within a couple of hours and replaced it without any grief. I went directly through the sub-contractor to resolve the issue.
SETUP
I tried to go through the online to setup the appointment. But, for some reason, things just did not work out as they lost the information. I called the phone number and got things settled pretty quickly.
SERVICE
I would say that I had some trouble with getting the service appointment setup. Once setup though it was pretty smooth. It took them 2 days to respond to the online service request...and when I missed the phone call and called them back and left numerous voice messages...noone ever called me back. So, if you use them, don't hang up on them (accidentally or otherwise).
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 Review by guypd
UPDATED: 30 days ago
member for 113 days, 159 visits, last login: a few hours ago
Silver Springs,Wyoming,NY
$100 per month
about 7 days
"If you have a problem, they are quick to fix it"
"The DVR will freeze up every so often, then you have to reset it"
"Not too bad of a dea for the money"
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This is supposed to be for Time Warner Cable. For some reason, it was moved to this category and I don't know how to get it removed.
We can record two different programs with the DVR at the same time and watch something that is already recorded. Or we can watch the cable that is going straight into the TV.
You can't do any of that with any of the satellite services. We can also do Video OnDemand, which is cheaper than renting a movie and they almost always have movies as soon as they are available for rent or to buy at the store.
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Review by scrayen
UPDATED: 33 days ago
member for 49 days, 2 visits, last login: 42 days ago
Arlington,Tarrant,TX
$134 per month
"Only good when it's working"
"Extremely bad support and response time for problems(3 + weeks)"
"Stay away"
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I put up with their bad servce in the past but no more. Time Warner has extremely bad service.
INTERNET: Our cable modem would reset itself in the middle of doing business on EBAY and we lost connection anywhere from a few minutes to hours at a time. The only way to get Internet back was to wait for all the lights on the cable moden to come on and reboot our home computers again and again. We had to put up with this for more than a week.
TELEPHONE: The person on the other end would start saying "Hello, Hello are you still there" because they suddenly could not hear us talking. We could hear them but they could not hear us It sometimes would go dead. Sometimes it came back. Most the time we had to just hang up and call again and again. Lousy performance from Time Warner. We have been putting up with this for 3 weeks so far with no end in sight. It is still not fixed.
SERVICE: We called Time Warner and they gave us an appointment about 2 1/2 weeks in the future. They said that was the soonest possible appointment and would not budge. Then they did not show up and claimed I cancelled it. (Retaliation for my complaints) When the guy finally showed up he did some things and the Internet is okay so far. But the telephone problem is still there. I called again and now they gave me another appointment this time for 11 days in the future on top of the 3 weeks.
They also seem to have a policy of letting customers vent. Now, how bad are they if they have enough angry customers to warrant training like that.
The technicians have a problem understanding that not all problems show up immediately. They tried some things and when the problems don't show up in 2 minutes they want to end the call. I finally persuaded one person to hang on and the telephone problem showed up after about 6 minutes.
HOW I FEEL: They are sweet and eager to get your business but it goes downhill from there. I feel like Time Warned has rotten service and should be avoided. You can get lousy service anywhere so why pick them?
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Review by billerly
UPDATED: 39 days ago
member for 1.2 years, 0 visits, last login: 1.2 years ago
Hampton,Hampton City,VA
$85 per month (month by month)
"Works fine 10% of the time"
"Terribe the Rest"
"This is the worst I have ever used"
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The advertise 5 meg, and I can get close to that on their server. BUT!!!
anywhere else is VERY slow, and is slower than a DSL line in my home.
5 calls to customer service have not helped.
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Review by dfmfixxxer
UPDATED: 40 days ago
member for 245 days, 88 visits, last login: 11 days ago
Cleveland,Cuyahoga,OH
Contract price not specified.
"not much...tech support can be good"
"don't seem to be able to fix anything. Won't add another node, even tho it is saturated."
"I'd go to another if I could. Too far for DSL and no other cable available."
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Ran several line quality test on this site over several days to point out the failings of TW. Didn't seem to help. Really hard to find someone able to do anything. During the day, speeds and downloads are fine (right around 6.4 meg down) with low pings. After about 6:30 or 7 pm, speeds go to around .5 and ping goes upwards of 500.
Seems to be a consistant problem with vl3492.mpd01.jfk05.atlas.cogentco.com, but they can't seem to communicate the problem.
UPDATE: They seem to be slowly getting rid of the old Adelphia routers and problems. Still sluggish from 7 to 10 pm Mon-Fri, but not as bad.
Followup comments:  iansltx
join:2007-02-19
Fredericksburg, TX | That's not TW Telecom Incorrect review category. TW Telecom is stuff like high-end fiber. For consumer stuff, the correct selection is RoadRunner. Just thought I'd point that out for ya before some troll comes and beats you over the head with it. | |
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Review by Wakanska
UPDATED: 53 days ago
member for 62 days, 2 visits, last login: 61 days ago
Hawthorne,Los Angeles,CA
$98 per month
"Service visits on time, professional"
"Not able to resolve latency problems and service interruptions this month"
"I had a commercial server account, but they are as good as canceled!"
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I was told that I would be getting a high-speed package, able to run five servers at 7 mg / second download and 1 mg / second upload. I was given five static IP addresses, which I never actually put into service, but normal high speed internet service was great and very reliable until this month, when all hell broke loose. Coincidentally, I suppose, I read somewhere that TW was to begin 'peering' bandwidth, beginning early June, 2008, and I was suddenly out of service for over two days.
I did have a technician out and he reset modem, after which service came back up. I also reset modem once myself, and service came back up, but this is not a modem problem.. subsequent attempts to reset, power-down, etc. have failed to produce any effect, and service routinely slows to a crawl or is completely absent, generally between the hours of 10-11 PM and 8-9 AM. I cannot do any work online after hours, and this effectively shortens my workday and severely compromises my productivity in the many diverse responsibilities I have.
I also had my own VOIP service (MagicJack) which relied on the DSL to work, and this was so often down that I had to get a cell phone to use in the home.
Things have gotten a bit better this last week, but it is clear that I am not getting what I am paying for, so I am bailing on TW and going to ATT. I will not have any static IP addresses, but I wasn't using them, anyway.. I kept TW for the reliable service, which now no longer exists. Definitely not worth the $99 per month I was paying TW. ATT offers an 'elite' DSL internet-only service for $39, and free wi-fi at company Starbucks locations, so I'll go with that.
Vote with your wallet, folks!
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Review by tasmithe
UPDATED: 63 days ago
member for 5.9 years, 1384 visits, last login: a few hours ago
Graham,Alamance,NC
$170 per month
about 4 days
"Great internet, phone service"
"Lacking in HD programming"
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Love TWC for phone and Road Runner.
Their HD programming is lacking some key channels (USA HD, SCI-FI HD, MGM HD, Smithsonian HD). Going with Dish for TV on 6/8/2008.
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Review by looseminds
UPDATED: 78 days ago
member for 79 days, 7 visits, last login: 58 days ago
Portsmouth,Scioto,OH
$35 per month
about 15 days
"none yet"
"BAD BAD BAD CUSTOMER SERVICE HORROR story here"
"get it in the portsmouth ohio area only as a last resort!!!! BEWARE"
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This is the worst experience i have ever had getting any kind of service installed. The bottom line I feel is Time warner has such a large customer base they could care less for good customer service. It was m y impression they really didn't care if I used them or not.
My first scheduled appointment was a no show by the tech.
My first call to time warner got me bounced around a few times and finally a new customer service number was given to me. Then I was told my install was rescheduled from that wed to the following Monday. I was giving no reason for the reschedule.
I called back about 20 minutes later and was told it wasn't rescheduled and that i was not home and my phone number was no good (keep in mind i was talking to them on the phone duh).. I had no service tag left on my door and I and my mother were home for the appointment getting up at 7 am for the install.
after burning up an hour on the phone i am told my install will now be the following Monday.
Guess what happens next.. You got it another no show on Monday and again i was told on the phone that I had canceled the order. When i called back a second time after cooling down from aggravation I was told that I again had canceled the install and it was re scheduled for the following Fri. I demanded several times to talk to a manger or supervisor and every time I was basically left on hold until I had to hang up. All said and done this day i had well over an hour trying to talk to someone who could help me. Only to get my cell phone minutes burned up and no satisfaction...
Now Wed comes along and an unexpected Installer showed up. after a few hours 3 service trucks and a supervisor on site I got connected only to loose my service less then 20 minutes. It came back on for about 20 minutes and was off again for nine hours until I spent another 50 minutes and three transfers with tech support to get it back on again. ONLY for it to run two hours and be down for the remainder of the eve..
Oh and my connection speed is only about half of what I was told to expect
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Review by danmiller3
UPDATED: 92 days ago
member for 2.6 years, 109 visits, last login: 18 days ago
Chagrin Falls,Geauga,OH
$140 per month
about 3 days
"Competitive pricing, fast installation"
"Using contractors for installs, limited HD channels, horrible guide/DVR interface"
"For the price, you can't really do better, but they need to modernize their experience"
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We switched from Dish Network due to Dish's significantly higher price point. Dish had a far superior DVR/guide interface, but we are hoping TWC upgrades to their new interface soon in our neighborhood. The installer showed up over four and a half hours late, with no notification and was a contractor that I am quite certain TWC never would have wanted representing them. The install went relatively smoothly although we have to have them back out due to signal strength issues impacting the HD channels. The guide is in horrible need of modernizing. You can't do a season pass for new shows only and there is no search function. The channel lineup is good and the organization of the channels is logical. The HD picture is very good. Our total price includes 15MBps Roadrunner and Digital Voice.
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Time Warner Telecom
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Wrong Company
