| reply to Pathfinder
Re: [TWC] New Modem Lease Fee NYC That's correct Pathfinder, those are added noise to the line then when we complain of bad connections they will blame it on our owned modem, so they say, its not supported  Can't win!  |
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 hobgoblinSortof AgoblinPremium
join:2001-11-25
Orchard Park, NY
kudos:8 | said by bluepoint:That's correct Pathfinder, those are added noise to the line then when we complain of bad connections they will blame it on our owned modem, so they say, its not supported Can't win!
I have been supporting customer owned modems for years. The troubleshooting is exactly the same as a leased modem. Yes on occasions modems fail but in most cases signal issues are signal issues.
Hob
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"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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| Not many will reach you when customers call the 800 #'s. Are you now saying officially TWC will support customer owned modems if problem arises? |
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hobgoblinSortof AgoblinPremium
join:2001-11-25
Orchard Park, NY
kudos:8 | said by bluepoint:Not many will reach you when customers call the 800 #'s. Are you now saying officially TWC will support customer owned modems if problem arises?
TWC has always supported customer owned modems, as I said before the troubleshooting is the same.
Clearly if the issue is with the modem that would be a warranty thing with the modem manufacturer.
I speak to many customers every day that call the WNY 800 number.
Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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1 edit | So we have to be routed to WNY 800 to get support for our owned modem? When I call for support I usually gets routed to my friends in the Philippines. That's not going to work for many. TWC have to officially support non lease modems for people to be comfortable buying their own modems. It's easy for customer support to tell us, sorry we do not support your modem.
When there is no official word from TWC, the rules can change in a hurry. You were supporting customer owned modem before but will you later on support the calls when it becomes overwhelming? |
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hobgoblinSortof AgoblinPremium
join:2001-11-25
Orchard Park, NY
kudos:8 | said by bluepoint:So we have to be routed to WNY 800 to get support for our owned modem? When I call for support I usually gets routed to my friends in the Philippines. That's not going to work for many. TWC have to officially support non lease modems for people to be comfortable buying their own modems. It's easy for customer support to tell us, sorry we do not support your modem.
If you wish to speak to me, yes you would have to call me in WNY.
TWC customers have been buying their own modems for years, I am not sure what your point is.
"When there is no official word from TWC, the rules can change in a hurry. You were supporting customer owned modem before but will you later on support the calls when it becomes overwhelming?'
What do you mean overwhelming? A modem is a modem? why would a customer owned one generate more call volume than a leased one?
Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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| Not many TWC customers buy their own modems until now. Why would they, its free(it comes with the service). If you get a call from a customer owned modem, it's not many. You do not even support customer's router, why would you now?
Just answer me yes or no.
Will TWC officially support our owned modem? |
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hobgoblinSortof AgoblinPremium
join:2001-11-25
Orchard Park, NY
kudos:8 | "Just answer me yes or no.
Will TWC officially support our owned modem?"
Define support
Hob
--
"A foolish consistency is the hobgoblin of little minds."
- Ralph Waldo Emerson
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| TWC support is asking me to define support.  Let's not play around you don't need to answer, we know.  |
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