Re: [TWC] Emails from TWC - dslreports.com

Author	All Replies
lauch join:2002-09-18 Mason, OH	reply to jfirstenberg Re: [TWC] Emails from TWC I think it should be in TWC's best interest to communicate the outage in every way possible, regardless if the customer chooses to acknowledge the communication. Better to try and fail then not to try at all. I think with the addition of technology, two things should be implemented: 1. My cable box should call Time Warner when it encounters a problem to notify them 2. My box should know when there's a problem and notify me that it has notified them. I believe both of these would cut down on time for both fixing the problem and for me to be on hold.
lauch join:2002-09-18 Mason, OH	to forum · permalink · · 2009-07-07 11:11:02 ·
berealistic @verizon.net	hmm cable box calling TWC when theres a problem? What if there is no power to the box? Built in modem to cable box? Great all you need is to have a phonejack by every tv. no landline? well then just have cellphones built into cable boxes. no biggie, it should add $100 or so to cost of box which is passed along to you the consumer. what if the box dials out false alarms? what if your line is tied up cause your teenage daughter is on the phone. lets be real now. said by lauch : I think it should be in TWC's best interest to communicate the outage in every way possible, regardless if the customer chooses to acknowledge the communication. Better to try and fail then not to try at all. I think with the addition of technology, two things should be implemented: 1. My cable box should call Time Warner when it encounters a problem to notify them 2. My box should know when there's a problem and notify me that it has notified them. I believe both of these would cut down on time for both fixing the problem and for me to be on hold.
berealistic @verizon.net	to forum · permalink · 2009-07-07 11:35:20 ·
Rombus Premium join:2007-04-11 Columbus, OH	Let me attempt to clear up some misconceptions: a. jfirstenberg, what you had was not considered an "outage" to TWC. To be a true outage, it needs to affect a certain amount of people (actual numbers vary depending on division). b. There is a network status page for RR: »help.rr.com/HMSLogic/network_status.aspx Some of the entries may be dated depending on your division, but its a good place to look to see if there is an issue in more than just your house. Emailing every customer every time something happens is just not practical/possible in some cases. Even less possible is calling them c. If its truly an "outage" the CSRs should be aware. Granted, if its in the first stages of an outage, the communications may not have reached them yet. d. Most events that are "Outages" (Node outage, fiber cut, etc) are known about the moment they happen. And repairs happen as fast as possible. e. The cable boxes DO communicate back to the network, and techs are able to spot problems in nodes before it affects customers. Having the box automatically setup service calls for customers again is just not practical. How will the box know when the best time to setup a call is? Further, Alot of people have degraded service on a box, but just dont care and dont want it fixed because it "works" to them.
Rombus Premium join:2007-04-11 Columbus, OH	to forum · permalink · · 2009-07-07 14:47:22 ·


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