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Review by Erietech See Profile

  • Location: Erie, Erie, PA, USA
  • Cost Contract price not specified.
Great speed
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Services:
Value for money:

Once we got the modem problem fixed it's been great service so far. No complaints on my side.

member for 12.1 years, 110 visits, last login: 8.6 years ago
lodged 11.1 years ago







Review by keimach See Profile

  • Location: Palmdale, Los Angeles, CA, USA
  • Cost Contract price not specified.
End result better than expected.
TW did the right thing!

My dsl modem went south. I had the service for over 12 years. They wanted $50 for a new modem. I called C.S. and they connected me to "retention". Good offer of increase in speed, free modem and a $50 credit on my phone bill. BUT, installation was a week away. Couldn't wait. Would lose money from work obtained on the net. SO, I called the rental office of my apt. complex and asked which cable co. they used. Time Warner they said. Call Joe they said. OK. Called Joe, offered 6meg download speed, 1/2 meg up. No contract, Price of $24 good for a year. Install tomorrow he said. Then install changed to day after. Hmmm. Called Joe. Sorry, It will be tomorrow even if I do the install myself he said. OK. After promising to call me back three times and not doing so. I called him and they set up a TW install for 1:00 today. Showed up. Quick install and left before I could run a speed test. HMMM. Ran speed test and got 1/2 meg down. Called C.S and got a manager after a while.

TW did a good deed! Bumped me to 10 meg down for only $34/mo incl modem. Good for a year.

Now that's service with a smile!

Called Joe and gave him "a piece of my mind!" He will not get credit for the sale and lost his commission. Serves him right.

member for 23.4 years, 143 visits, last login: 11.2 years ago
lodged 11.2 years ago


news4la
join:2009-01-05
Universal City, CA

news4la

Member

TWC In Palmdale

They are not doing you a favor. In the San Fernando Valley Standard internet is 15M/1M. That is not even Turbo. Just regular internet. You probably got Hosed real good. Ask them why you are not getting the same speed as the Valley.
keimach
join:2000-10-24
Palmdale, CA

keimach

Member

Re: TWC In Palmdale

said by news4la:

They are not doing you a favor. In the San Fernando Valley Standard internet is 15M/1M. That is not even Turbo. Just regular internet. You probably got Hosed real good. Ask them why you are not getting the same speed as the Valley.

Thanks for your comment. However, while some of the time I get
8.8 mbps, other times I average 12 mbps. Sometimes it has gone as high as 32 mbps.

It all depends on time of day/night and which site I am logged onto.

Review by ajricaud See Profile

  • Location: 91745-2638
  • Cost: $58 per month
Stable & reliable
Expensive
Better than average
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
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Value for money:

I only have the choice between TWC and Verizon (slow) DSL--FiOS is in the area but unavailable for me.
I ordered the 50 down/5 up pkg. I get 51/31 on speedtest.net--latency 5-12 depending on host site.
I got my own Docsis 3 modem, Motorola SB6141.
I initially was only getting 20/2 like my old pkg. Got sent to second or third tier tech support. He finally figured out that the original person who set up my acct. had put in the wrong modem model number. Everything is fine now.
Still hoping that FiOS will become available.

member for 22.1 years, 1959 visits, last login: 9 years ago
lodged 11.2 years ago


Review by why60loss See Profile

  • Location: Wake Forest, Wake, NC, USA
  • Cost: $99 per month
It way better than DSL
Tech support can be stupid some times
Better than DSL, but if you can get FIO's or the like do it.
Pre Sales information:
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They are the only game in town that makes it to my address for cable. It was way better than DSL at first and still is, but the fact my AT&T 3G cell phone for many month's worked better than my 10/1 plan was just no good. I had about %60 packet loss, but good luck getting them to fix it if it look's "fine" due to you having a fast PC or they hot fixing it by rebooting the modem for the 5th time that same day.

DSL was just unusable most of the time due to a very bad modem they would not replace no matter what. At lest after a week or so with calling time warner cable they replaced the modem and now I don't have any packet loss.

The last tech was good and replaced the modem with out trying to blame me for once. But most of the time they will say of kinds of just stupid stuff that I could not even make up even if I wanted to like that a AT&T H+ cell phone at 3-5 mbs avg can do more than a 10mbs cable line and that's why you can't load a web page/as fast as the 3G cell phone. How did he even come up with that one. Can he not do math or is a AT&T 3G phone tethered faster than a 10mbs cable line by a lot.

Any way it now works for the most part and it's not that bad if you can deal with all the stupid techs they seem to have. But if I could get a FIOS connection I would do it right now.

member for 11.5 years, 3274 visits, last login: a few hours ago
lodged 11.2 years ago


Review by luc1236 See Profile

  • Location: Santa Monica, Los Angeles, CA, USA
  • Cost: $79 per month
Solid connection.
Bill keeps going up + $4.95 x month if you go wireless !
Tired of Time Warner Cable Games
Pre Sales information:
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Value for money:

It started at the beginning of 2012 for about $65 with their online deal and after a year, about now the bill would have gone to over $100. This is for phone + internet no tv.

The reason ? The promotions ended for my phone and internet. Sometime ago to lower the bill I got my own modem so I don't have to pay the leasing fee, but guess what ?

They now charge you $4.95 every month if you use wireless ! ! !

That charge is VERY upsetting.. You own your own modem/router and they charge you for wifi in your house using your own equipment. You are getting the same wireless you have always had before, but now you pay more. It does not matter if you use their wireless modem or yours you still have to pay.

Why ? Because they can !

Last but not least, every 6/ 12 months a promotion you had expires and you have to call and see if they are willing to extend it, but that one month that you forget your bill will go up and they know it ! It would be fair if as long as they give you the same service, you pay the same price, but no " Sorry your promotion expired last month."

What do I do now ? I switch to Verizon at least they don't charge you for wireless..." wi-fi service" , according to twc.

Of course Verizon plays similar games and after 1 year if you don't sign a contract prices will go up.

Now I don't even call the costumer service anymore to see if they extend my promotion. After about one year I just switch company on and on. The cable guy whatever is TWC or Verizon shows up and hooks me up. It is a waste of time and money if you think about it, but I sit at home and they do all the work.

I wish I did not have to play their games, but they don't give me any other choice.

If you are lucky to have an alternative provider I suggest to do the same thing I do. After they raise your bill, don't call them to warn them that you are about to go with the competition: do it !

Maybe one day someone will wake up and ask if loyal costumers add any value to their business.

member for 11.2 years, 6 visits, last login: 11.2 years ago
updated 11.2 years ago


Review by Richard78751 See Profile

  • Location: Austin, Travis, TX, USA
  • Cost: $52 per month (12 month contract)
Signing deals
Customer Service, Speed
Lack of respect derails long-term customer loyalty.
Pre Sales information:
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I was happy with my Time Warner Cable RoadRunner Basic service for two years. However, when my download speed plummeted to below 1 Mbps then failed completely, the rottenness of Time Warner Cable reared its ugly head.

During my first attempt to fix the problem, the technician was too lazy to wait until his scheduled 5-6pm time block. He called to notify that he would fix the problem from the outside around 4pm while I was at work so that he could get home - if I was still having problems I could leave him a voice mail to set up another appointment. He never returned my messages.

When I called customer service to set up a new appointment, my internet had completely failed. They could not trust my claim that the internet was failing and required that I go through the troubleshooting procedure once again over the phone. Eventually they were able to set up an appointment for 10 days in advance that I am still waiting on.

A few days ago I received a more considerate call from Time Warner advising that I go by their store and swap out my modem. But, after waiting in line for an hour over lunch to be greeted by a skeptical customer service representative indicative of a company that doesn't know how to treat their employees, I received a refurbished modem that appeared to be 5+ years old. It provides about 1.1 Mbps - 11% of the "up to 10 Mbps" slated in our service agreement.

A technician is scheduled to arrive at my house between 5 & 6pm tomorrow. Will he deliver? To be continued...

member for 11.2 years, driveby review (so far)
updated 11.2 years ago


Review by BamaCrazy See Profile

  • Location: El Paso, El Paso, TX, USA
  • Cost: $50 per month
Good When It Works
Most of the Time It Doesn't Work
Spotty at Best
Pre Sales information:
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I live in El Paso, and got this service in June. I have the 20MB Internet and Cable TV package. Twice in the last month I have had issues with the internet speeds. In the mornings and evenings I am getting less than 1 MB speeds. When the technician came out he said the colder weather was causing the issues on my street. He said they are working on it and it should improve. Days later it did improve. But 2-3 weeks later I am experiencing the same problems. The internet speed this morning and last night was around .60MBs. The difference this time is the Cable TV is also having issues. The last 3 days some channels are lagging and freezing up. But because I don't watch a lot of TV I did not know that this problem existed over a week ago. One of my recordings from 7 days ago is lagging so bad it is not even watchable. I called Friday to report my problems, but even though I have no decent internet connection or Cable TV, the still can't come out until Monday.

member for 11.2 years, 1 visits, last login: 11.2 years ago
updated 11.2 years ago


Review by (hidden by request)

  • Location: Charlotte, Mecklenburg, NC, USA
  • Cost: $65 per month (12 month contract)
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

I recently turned in my Time Warner extreme internet modem in order to
use my own. Upon doing this, they automatically bumped me down to
standard service. This was a mistake, and after an hour on the phone
with them, they restored my service, back to their 30 Mbps package.

I did multiple speed tests to verify I was getting what I paid for. I
did these tests over wireless and while hard connected. The results from
speedtest.net show 2.5- 3.5 Mbps download and 4.5-5 Mbps upload. The
test was performed 5 times wirelessly and while hard connected, for a
total of 10 times. To verify, I also tested the connection on other,
non internet provider affiliated websites. The results were similar.

I then did multiple speed tests on both Time Warner's speed test site
and AT&T's speed test site. Both of these sites, unlike the 4 non
affiliated speed test sites, showed 25-27 Mbps down and 4.5-5 Mbps
upload speeds.

Earlier this year when testing Time Warner with speedtest.net I received
impressive results. The results floated between 20 Mbps up to 70 Mbps on
occasion, but never below 20. This is something new, so make of it what
you will.

Summary: Time Warner and AT&T speed tests give much higher results
(falsely?) versus speedtest.net and speakeasy.com.

(review was emailed from domain isoc.net)
lodged 11.2 years ago

cby9
Premium Member
join:2012-01-28
Ithaca, NY

cby9

Premium Member

TimeWarner service "mistake"?

I had a very similar experience with TimeWarner in Upstate New York: purchased my own modem, and during the switch had my Extreme service downgraded to Standard, and only after multiple. protracted telephone sessions was it restored to 30MB/sec down, 5 MB/sec up.
RamsteinUSA
join:2007-02-15
Scio, OR

RamsteinUSA

Member

Re: TimeWarner service "mistake"?

maybe that explains wny my service went down in speed... I was getting faster speeds with turbo package a couple years ago, I then turned in my old Motorola and bought a Netear with docsis 3, for a while it was very fast, then it went down a lot in speed..

I was getting about 25 mbs down/ 2 mbs up..
then it went to about 15 mbs down / 2 up about 1 year ago...
what's the point of paying for turbo if the only difference is the upload speed? the non-turbo upload speed is about 1 mbs up.. where i get 2 mbs up... otherwise 15 mbs down for turbo is that same for standard tier...

and I talked to them on the phone and told them I pay for turbo and don't get faster download speeds... they were not at al concerned and said they are working on boosting speeds.. totally vague answer at best...


Review by elefante72 See Profile

  • Location: East Amherst, Erie, NY, USA
  • Cost: $94 per month
  • Install: about 5 days
It connected internet
Thats all they could get working
The Bestbuy 3-play signup was a nightmare
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

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.

member for 13.3 years, 1861 visits, last login: 1.8 years ago
updated 11.2 years ago


Dupek
@comcast.net

Dupek

Anon

Upload to Mozy

In the Seattle area we have Comcast Cable with a speed of 25/8 as you wrote it but only get a sustained avg upload of about 2.1 over any 10 min. I get 8 Mbit bursts but if uploading more than a few small files I stay just about 2.

Like you, we stream Netflix and even watching 15-20 movies per month and Skype 20 min- 2 hours per day AND normal Internet activity I've only ever managed to reach 115 GB of Comcast's 250 GB monthly limit and that was a month I uploaded a lot through mozy. My avg outside that is about 50

neumannu47
Premium Member
join:2002-08-14
USA

neumannu47

Premium Member

It's Hard To Feel Your Pain

Guys, how would you like to have THIS upload speed? And I'm paying for TURBO. 512K is Turbo in Raleigh, NC. I'm not kidding.

elefante72
join:2010-12-03
East Amherst, NY

elefante72

Member

Update on FIOS

Well I called Verizon and they made me an offer I couldn't refuse.

$104 + tax -> FIOS ultimate TV (250+ chan), 25/25 Internet, FIOS Dig phone, 1 HD box, 1 Multiroom DVR 1 year, NO Contract

My wife will be happy for having cable for first time in 2 years (i could care less), however 25/25 is my siren song. Looking forward to the install in 2 weeks.

8 years w/ Adelphia/TWC and they actually raised my bill $3 when I called to ask them if they had any similar packages. We have docsis 3 here, but man its expensive and it is capped at 5Mbit uploads - CRAP. The rep was from Rochester (close to me) and she said that the people downstate get the better deals, which is essentially admitting that TWC uses discriminatory pricing, which pi$$ed me off even more. So I know my peeps in NYC don't have FIOS on their doorstep but I do, so that seems even more arrogant and foolish.

Jokingly TWC sent me a package about signature home which is from what I can gather a few DVRs, wideband (50/5), and phone w/ some features, and customer service that installs without you having to be there all day for the economy price of $199.

It was sort of funny because part of the marketing pitch is "priority reservations made according to your schedule" meaning that for the other 99% of the people is that tough luck we will get there when we want. Paramount in customer service.

On my block only myself and my next door neighbor still have TWC (all the rest have FIOS) and in 2 weeks it will be one. I told my neighbor the deal I got and they couldn't believe it but maybe I can pitch the block as TWC free in 2011. I guess thats why my link never has any issues

Seriously I don't dislike TWC, however their CS didn't even try to keep me after being a customer for 8 years. If that's the relationship they want to have with their customers, they are going to keep hemorrhaging customers until they start feeling it. I mean I know they love content, but without nobody to pipe it too,,, thats a problem.

Review by felixml See Profile

  • Location: Sherman Oaks, Los Angeles, CA, USA
  • Cost: $42 per month
Just increased speed to 15MB from 10MB as promised
started billing for Modem
Good quality service, good tech support, need higher speed, next level extra $20

worth it, no real alternatives.
DSL is an awfully old tech, slow
UVerse part of AT&T, thx, but no thx

member for 21.1 years, 2071 visits, last login: 339 days ago
lodged 11.2 years ago