| Time Warner Cable False Advertising - Austin/Central Texas
Time Warner Extreme Service Advertisement on 7/1/2011 for Austin | 
Time Warner Extreme Service Advertisement on 7/5/2011 for Austin |
So a tech came out and provided a new Ubee modem. Now all I can get is 20/2 here in the Austin area. When you return back to the same page attached in the screenshot and as you can see from Google's cache, is dated July 1st, Time Warner has changed the speeds customers will get with the Extreme package.
I was actually getting faster speeds with the Turbo then I am now with the capped Extreme package. My speed clearly hits a cap when it goes to 20/2 on speedtest.net.
Everyone at TW says the Extreme is supposed to be only 20/2 here in the area while the rest of the country gets 30/5 for Extreme?
Clearly, this is very, very, very poor business on TW's behalf. You cannot advertise 30/5, sell the service, charge more, and then change your advertising a few days later and say it won't be what you just purchased.
Everyone should be well aware of this. You will most likely be getting slower speeds with Extreme than Turbo and TW will charge you $10 more a month for that. |
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 ChillyCat
join:2004-09-07
Chesterland, OH
kudos:1 | Are you certain the 25/2 you tested wasn't nothing more than the
turbo'd 15/2 ????
and yeah......TW needs to explain the change to you |
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Time Warner Turbo Austin |
Now Time Warner customer reps explain we only should have got 15/1.5 (or less upstream) with Turbo and that really speaks volumes of how good their service is (ugh). Then they said that the now extra monthly fee is for going from 15/2 to 20/2. For me, I would have never upgraded. I wanted the increase in upload speed to help with Skype video/conference calls and working from home.
This is blatant false advertising on their part. That or someone made a very big mistake and TW needs to honor their service commitment for those people who signed up and paid for this prior to them changing it. |
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DampierPhillip M Dampier
join:2003-03-23
Rochester, NY | I will write this one up on Stop the Cap! Perhaps additional exposure and scrutiny will win some explanations, and preferably a speed match with most of the rest of the country. At the very least, you should be qualified to get any install fees refunded. |
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| reply to SunnysGlimps
I am having the same experience. Signed up for "Extreme" and it seems to be capped at 20/2. Advertised at 30/5. |
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 CptGeminiInside your computerPremium
join:2004-11-29
Corpus Christi, TX
kudos:6
 ·RoadRunner Cable
| said by south59 :I am having the same experience. Signed up for "Extreme" and it seems to be capped at 20/2. Advertised at 30/5.
That would be because it isnt officially rolled out in your area yet just like here, its not rolled out officially yet.
As far as speedtesting goes I recommend using a 100mb file on »www.testmy.net |
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| reply to SunnysGlimps
I refuse to believe that any company would lie or exaggerate in its advertising as we all know what a honorable and TOTALLY honest profession such as advertising/marketing, sales, among others are. 
ISP's can be especially aggravating in dubious claims and support.  |
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| reply to SunnysGlimps
I'm pretty sure this was just a mistake/miscommunication made somewhere.
You would be better off posting your concerns in the Time Warner Direct forum, OP. There's actual Time Warner Cable employees who can assist you there. |
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 juilinsandarTexas GoonerPremium
join:2000-07-17
San Benito, TX
·RoadRunner Cable
 ·AT&T DSL Service
| reply to SunnysGlimps
TWC left themselves a loophole by not guaranteeing the speeds. They say in that notice that customers can get "up to" 30mbps download speed and "up to" 5mbps upload speed. That doesn't sound like a guarantee to me.
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An appeaser is one who feeds a crocodile, hoping it will eat him last. - Sir Winston Churchill |
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DannyZGentoo FanboyPremium
join:2003-01-29 | that's a terrible excuse. they do not have the ability to offer the advertised speed whatsoever.
it would be like advertising up to 1 tb download. I'd bet you would consider that false advertising...
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Out the 10BaseT, through the modem, down the co-ax, over the fiber, across the backhaul, past the edge router, off the network...nothing but net |
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Reviews:
·Time Warner Cable
| said by DannyZ:that's a terrible excuse. they do not have the ability to offer the advertised speed whatsoever.
it would be like advertising up to 1 tb download. I'd bet you would consider that false advertising...
the reason there is so much confusion is the fact that extreme was originally set 20/2 for extreme until DOCSIS3.0 took effect which is slowly being rolled out over the entire Austin Metro it does take awhile because they have to do each hub one at a time and there are multiple hubs for austin alone and each surronding city has its own hub. Here in North Texas Arlington alone has 7 hubs while Dallas proper has more than that there around 50-60 Hubs in North Texas just for example of how they break down areas. Also 30/5 won't be released until the DOCSIS 3.0 rollout is done.
Please ask TWCdude for more information about this topic because he can help with questions about the extreme and wideband tier information. |
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Reviews:
·RoadRunner Cable
| reply to SunnysGlimps
The facts are:
1) your Turbo was not as fast as you thought it was.
2) Extreme is actually 30/5. However until the D3 rollout is complete in a given area, they are holding it to 20/2 for technical reasons only. This is a temporary situation and will fix itself as the rollouts complete.
3) Like in every big company offering complex services, not many people really understand what's going on, and you will often get mixed/incomplete/incorrect information from the vendor. You should do your research and ask questions here, rather than fuming about "false advertising" etc. |
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DrDrew
join:2009-01-28
Apple Valley, CA
kudos:5 | reply to SunnysGlimps
Your screenshot shows the generic Texas info page for wideband, not the Austin specific page.
The Austin specific page says "Austin" in the upper right corner, not "Texas". |
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Reviews:
·RoadRunner Cable
| said by DrDrew:Your screenshot shows the generic Texas info page for wideband, not the Austin specific page.
The Austin specific page says "Austin" in the upper right corner, not "Texas".
Good call! I tried localizing to my Austin zipcode and, bingo, the pages describing Extreme do in fact say 20mbps download, not 30.
So, no false advertising here. Move along. Nothing to see.
As I said, it will be upped to 30/5 for Extreme as they finish the D3 rollout. Until then, you can order Wideband 50/5 if you wish. |
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Fin745
join:2011-07-01
San Antonio, TX | It's always said 30/5, I remember checking it more then once when it was said Wideband was launching here(And I did have it set to both san antonio and my zip code.)
TWC DID change it to 20/2. |
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| reply to Fin745
Re: Time Warner Cable False Advertising - Austin/Central Texas Yeah, Central Texas customers received an email announcing the service. Once you clicked the link in that email and then the FAQ link on their website, you got that page.
DrDrew - It is the same page. The URL is the same for both screenshots. Naturally Google's webcrawler is not logged into Time Warner's website so that's why Google's Cache does not show Austin in the top right, like mine. If you paste "http://www.timewarnercable.com/texas/learn/hso/wideband-internet/widebandfaq.html" in Google and then click on "Cached", you will see the false advertising that was sent to all customers.
Whether it says "Austin" or "Texas" in the top left is a dynamic portion of the page based on whether you are logged into their site.
Not only that, but of course TW's uninformed people said it was 30/5 service and why shouldn't they, that's the normal service standard across the country.
That's besides the point though. The point is that TW should spell out on their site when the service will be complete and what a customer should expect now and in the foreseeable future what speeds will be. All this ambiguity and changing speeds just looks absolutely horrible for the company. So only in South/Central Texas, Extreme service is 20/2 while the rest of the country is 30/5? From a public relations and marketing standpoint, that is absolutely a nightmare and clearly marketing wasn't informed that the service standards would be sub-standard until "unknown date" in the Central Texas region.
It is a big mistake on TW's behalf. Am I shocked? No, of course not. |
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Reviews:
·RoadRunner Cable
| Sounds like TWC did have it wrong and are trying to correct it on the web site and are also trying to get the right information out to the CSRs and sales people.
I would guess that they were initially told about the rated speed of 30/5 for Extreme and only later found out that that was going to be phased in per area from 20/2 due to technical issues. So sales, support, and the website people are catching up to the technical truth. *sigh* typical big company stuff. |
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| reply to SunnysGlimps
said by SunnysGlimps:So only in South/Central Texas, Extreme service is 20/2 while the rest of the country is 30/5? From a public relations and marketing standpoint, that is absolutely a nightmare and clearly marketing wasn't informed that the service standards would be sub-standard until "unknown date" in the Central Texas region.
It is a big mistake on TW's behalf. Am I shocked? No, of course not.
Wow, that's really bad when they advertise one thing and give another thing. But don't feel bad, NYC's Extreme Service is 20/1 Mbps, that's why Turbo's upload is jailed @.768 Mbps and Standard's @.512 Mbps.  |
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| Yeah, exactly right.
said by bluepoint:Wow, that's really bad when they advertise one thing and give another thing. But don't feel bad, NYC's Extreme Service is 20/1 Mbps, that's why Turbo's upload is jailed @.768 Mbps and Standard's @.512 Mbps.
At least that makes me feel better.  |
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