TWC Mid-Ohio/Midwest has notified their customers (when activating new modems or even calling to ask about support) that you will not receive the same level of support that you do with a rented modem. You are told that you are provided the same level of support as if you were using your own router and would not remove it when in need of support. They do a very brief troubleshooting session and then that is it if they can see your modem. Mid-Ohio/Mid-West also informs their customers that they reserve to charge a $50 truck roll fee (which has been in place since Columbus/Central Ohio merged with WOH to create Mid-Ohio) if the problem is found to be on your end and not theirs. Most of this is buried in the terms of service and AUPs. Also TWC and RoadRunner operate from TWO different policies for both. RR has their own and then TWC has their own. the RoadRunner policy also states they have an invisible cap and can enforce it without TWC as RR is the ISP.
·Time Warner Cable
Did you hear this from Tier 3 support? If so, I would be surprised. Tier 3 support normally have the tools and the skills to actually diagnose issues rather than just reboot the modem and schedule a tech visit if that doesn't work.
If you're dealing with someone that can't or won't help you, try asking for the case to be escalated, or hang up and call back.
|reply to TBBroadband |
That is 100% baloney. If the modem is on the supported list (and even if it is not) you will receive the same service as the person that shells out $4/month for a device lease. The $4 is not a warranty or service contract, and there is a BIG difference--its a device lease. That is what that extra $7 they are concocting is for.
All level 1 does anyways is minimal troubleshooting, so lets not stop the presses.
In the 10 years I had TWC I ALWAYS owned my cable modem (remember when they were free with signup guys -- REALLY , and not once EVER did they not diagnose the issue. In fact the first thing they do is pull data from the CM. Every service call ended up being some hack contractor not running the cable from the tap properly and you know Buffalo winters kill anything with metal (thankfully I have fiber now).
Of course they reserve the right to charge $50 for a truck roll, and they find out your CM is the culprit, it doesn't mean they will. But the chances of that happening are SO slim. Most of the issues are signal and maybe device firmware, which if the CM is on the supported list, they can push from the comfort of their fingertip.
Now maybe your area is some commie CMA of TWC (through acquisition), but in WNY no such issues exist.
My point is buy the cable modem, save yourself from putting money under some executives bed, and sleep well at night. No boogeyman is coming.
|reply to jimk |
You do not talk to Tier 3 support unless you put a ticket in to actually speak with them. Also they can have all the tools they want, but in the end they could have done that with routers as well. But they refused.
|reply to elefante72 |
That is not true for MidWest. The supported list only gives them the permission to update your bin file as needed an the firmware, techs will tell you this that work in the Midwest region.
Chances are in that 10 years you may have had Adelphia as well, that allowed their customers to purchase their own modems or pay a fee. TWC never charged their customers a fee until recently, which by the way is still $2.50 in the Midwest.
On another note- how would you know the practices of the MW area if you're from NY? You would not be under the same requirements as far as support unless its in the default AUP/TOS that TWC and RR use across the board.
Not entirely true.
They ALWAYS charged a fee for the modem. It just use to be a part of the price and thus was hidden in there.
This is the EXACT same thing as a below the line fee. Take things that were originally included in your X price, create a new line item for them, make up a number in profits you want to increase, add that as the charge Y all while keeping the original price the same so now you have X price + Y surcharge.