Topic 'This is why I decided not to choose TWC as my new ISP' in forum 'Time Warner Internet Services' - dslreports.com

Re: This is why I decided not to choose TWC as my new ISP

Fri, 01 Mar 2013 16:25:35 EDT

Fleeced posted : The turbo upgrade in most places is pretty shoddy over Standard. You might as well as spend the other $10 and get extreme which is 30x5.

Re: This is why I decided not to choose TWC as my new ISP

Fri, 01 Mar 2013 15:03:41 EDT

spdickey posted : This is why.... With $10 Turbo upgrade in SoCal

[att=1]

Re: This is why I decided not to choose TWC as my new ISP

Fri, 22 Feb 2013 10:26:25 EDT

Fleeced posted : I'm in the Carolinas. Pretty solid here. Pretty sure they're not as committed to speeds as they have no real competition.

Re: This is why I decided not to choose TWC as my new ISP

Thu, 21 Feb 2013 19:56:15 EDT

Mele20 posted : Yeah...my point was that TWC has heavily and very aggressively committed to your area...TWC (as the others do) likes to cherry pick.
--
When governments fear people, there is liberty. When the people fear the government, there is tyranny. Thomas Jefferson

Re: This is why I decided not to choose TWC as my new ISP

Thu, 21 Feb 2013 19:45:56 EDT

etaadmin posted :

said by Mele20:

You are in Dallas. That explains your good experience. Location is everything with TWC.

Not really, I commute between Dallas, Corpus, Waco and the RGV in all those places I stay at places with TWI. In McAllen I stay with my Mother who has 50/5... rock solid there. In Corpus I stay with relatives 30/5 same thing.

I'm sure there is an exception to the rule but so far I haven't seen one.

Re: This is why I decided not to choose TWC as my new ISP

Thu, 21 Feb 2013 18:15:06 EDT

Mele20 posted : You are in Dallas. That explains your good experience. Location is everything with TWC.

Re: This is why I decided not to choose TWC as my new ISP

Thu, 21 Feb 2013 16:07:06 EDT

Fleeced posted :

said by etaadmin:

The only complain I have is price and the slow pace of deployment (I want 100/25 Mbps NOW!) My other choice is uverse and that is more expensive and much slower.

That's my biggest complaint, and my area is still 4 channels down one up, so we won't be getting it any time soon.

Re: This is why I decided not to choose TWC as my new ISP

Thu, 21 Feb 2013 13:55:21 EDT

etaadmin posted :

said by paulcan:

I have had TW for over 6 years now, not by choice but because they are my only option. Mikes experience with TW is typical. Their representatives are poorly trained and tend to make up stories about things they do not know.

As far as speed, they typically deliver less than 65% of the speed advertised for the plan you signed up for. I have had periods of many months when they delivered less than 10% of the advertised speeds.

I have complained to the FTC, FCC and state agencies and at most I get a telephone call from some idiot that tells me in my area, I am getting the speeds my plan delivers in the area, even though my speed in at 60% of advertised speed. In other words, lies and double talk.

In the five years (since 2007) I've been with time warner the only 'typical' pattern I've encountered is price hikes and I believe that is 'typical' for the whole industry.

The speeds I get are always above of the advertised speeds, I once had a problem and was due to a bad modem power adapter which the TW's tech promptly recognized. TW's phone reps have been very courteous, every year I call to get my bill lowered and they always give me something. Tier 2&3 techs never talked to them as my service is rock solid.

The only complain I have is price and the slow pace of deployment (I want 100/25 Mbps NOW!) My other choice is uverse and that is more expensive and much slower.

Re: This is why I decided not to choose TWC as my new ISP

Thu, 21 Feb 2013 11:45:53 EDT

Fleeced posted : I love how you use "typically" as if you have any other evidence other than anecdotal. "Typically" everyone I know gets pretty good speeds. There's the occasional problem, but most of those stem from viruses and the like.

My "typical" experience with TWC has been good, except for my current house where I'm a end of line tap, and it took them forever to get it fixed, and now we're back to trucking a long. The users here are not "typical" even though there's a lot of complainers.

So does my "typical" counter your "typical"?

What are the speeds you're paying for? What are you getting? Have you done something other than complain and get mad? Or did you troubleshoot?

Re: This is why I decided not to choose TWC as my new ISP

Thu, 21 Feb 2013 11:21:39 EDT

Snowknight26 posted :

said by paulcan:

As far as speed, they typically deliver less than 65% of the speed advertised for the plan you signed up for. I have had periods of many months when they delivered less than 10% of the advertised speeds.

Typically they deliver 95-100% of their advertised speeds.

»www.fcc.gov/measuring-broadband-···y#Chart1

Re: This is why I decided not to choose TWC as my new ISP

Thu, 21 Feb 2013 10:57:35 EDT

paulcan posted : I have had TW for over 6 years now, not by choice but because they are my only option. Mikes experience with TW is typical. Their representatives are poorly trained and tend to make up stories about things they do not know.

As far as speed, they typically deliver less than 65% of the speed advertised for the plan you signed up for. I have had periods of many months when they delivered less than 10% of the advertised speeds.

I have complained to the FTC, FCC and state agencies and at most I get a telephone call from some idiot that tells me in my area, I am getting the speeds my plan delivers in the area, even though my speed in at 60% of advertised speed. In other words, lies and double talk.

Re: This is why I decided not to choose TWC as my new ISP

Thu, 21 Feb 2013 01:03:10 EDT

Selenia posted :

said by Steve Mehs:

quote:
3. Don't even think about getting your phone ported over because that will be a nighmare and you don't want them holding your number. I went w/ 2 play.

When I switched from Verizon to Time Warner three years ago, after the tech did the install and swapped out modems, he said it will take up to 15 minutes for the number to be ported over. As he was leaving my driveway I picked up the phone and I had a dial tone. It was more like 2 minutes. While I’m sure there has been a problem or two porting numbers, Time Warner is the fifth largest phone company in the country. I doubt they’d have millions and millions of subscribers if it was a ‘nightmare’.

First time, it was smooth as you say. But the second time I made my escape from horrible Verizon(they did used to be ok in the old days of broadband, if you lived in decent proximity to the CO, lower latency than cable, but those days are long gone), it was a nightmare. Turned out the issue was not TWC, but Verizon and their billing department not doing their job. I choked it down and told TWC to give me a new number instead. Then they had me up in minutes. I use Voice over IP these days, so now I will keep the same number from now on, as I switch internet providers as circumstances require(like if I move again). Quality actually rivals a good landline on the cheap(nearly free).
--
A fool thinks they know everything.

A wise person knows enough to know they couldn't possibly know everything.

There are zealots for every OS, like every religion. They do not represent the majority of users for either.

Re: This is why I decided not to choose TWC as my new ISP

Sun, 17 Feb 2013 19:38:25 EDT

NightOwl2 posted : Thanks for posting your experience! The address is the key to special pricing, because the CSR sees the zone location. Especially in TWC NYC/NJ area. The address may also be serviceable for Verizon, Frontier, etc., meaning a discount price could be available. Customer often ask to have something "thrown in", or take this off and I'll place an order. All services have a rate code, and can't be arbitrarily created by the CRS or the manager. It already has to be in the billing system.

Re: Frustrating and maddening=confident customer??

Sun, 17 Feb 2013 19:21:13 EDT

DrDrew posted : What Selena said has also been true in SoCal for years. Frequently next day, sometimes 2-3 days out, at most 5 days out for an install or service call.

Very few of us live on an island in the middle of nowhere, so our service is quite a bit different than yours. You're the exception, not the common example in this case.
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Two is one, one is none. If it's important, back it up... Somethimes 99.999% availability isn't even good enough.

Re: Frustrating and maddening=confident customer??

Sun, 17 Feb 2013 18:30:11 EDT

Mele20 posted :

said by Selenia:

Edit: Oh and if something did go wrong with TWC, they spoke English and arranged to fix most things in the same day-couple of days. Worst wait I had for a fix was 5 days, aside of a congested node they eventually split. With Verizon, you were lucky to get someone who spoke mildly broken English and had to wait 3-6 weeks for them to come out and say your line is fine again. That is, despite your data refuting that. When it rains is the worst and we get soaking rains in the spring and fall, being on a sizable lake and all. That 2.5 mile link is across a narrow part. Just into Pittsfield, where TWC serves.

5 days maximum to get TWC to fix your problem? NO. There is a 4-6 weeks wait before anyone will even come out from TWC UNLESS your problem involves either TWC phone or TV reception. If the problem involves Internet you are considered a second class, or on neighbor islands in Hawaii, third class citizen even though you pay the same amount of money each month for INFERIOR LOWER SPEED SERVICE BECAUSE NORMAL SPEEDS ARE NOT YET AVAILABLE EXCEPT ON OAHU.

It used to be that TWC would come out within a few days, but not for the past year or so. Plus, what is worse is that even when you specify no phone call before they come out they will call you anyway and you will likely discover that a clueless sub-contractor is the one coming out and that person will do their best to NOT come out once they have you on the phone. Once upon a time, calling you before coming out was simply to make sure you were there. That is no longer the reason to call you first. The reason is to try and wiggle out of coming out even when you have waited over one month for the visit.
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When governments fear people, there is liberty. When the people fear the government, there is tyranny. Thomas Jefferson

Re: This is why I decided not to choose TWC as my new ISP

Sun, 17 Feb 2013 18:06:52 EDT

Earthlinky posted : Time Warner fully discloses all non promotional prices. I got a printed rate sheet mailed to me for non promotional pricing.

Wifi is free if you use your own router.

Just go to the website and it displays the non promotional prices.

After the 2 years is up and you threaten to cancel, you will get another promotional rate. So I don't get the big deal.

Just call up to speak to a rep at the local division and give your address. Otherwise they won't be able to correctly price out the information.

I don't like Time Warner because there is upstream and plant issues so my cablemodem service is having issues.

Re: Frustrating and maddening=confident customer??

Sun, 17 Feb 2013 14:41:47 EDT

nephipower posted : Wow, great example!

Re: This is why I decided not to choose TWC as my new ISP

Sun, 17 Feb 2013 12:42:49 EDT

anon posted : TWC customer service reps are trained to be evasive (as so many corporate slaves are). It's simple. If they tell you something that is not exactly true or correct the executives do not want to have to honor it. They are afraid you will hold them to their word.

Currently I just resolved an issue with AT&T Mobility regarding my Samsung GS2. In December they pushed out a software update that effectively made every similar GS2 (i777) worthless. Thousands of users are affected. One of the CSR's I have dealt with acknowledged (in an email) that they are aware of the problem and that a fix would come sometime but with no ETA. Yesterday, I finally spoke with a decision maker at ATT. He would not acknowledge the problem...that is until I sent him the email response from his own CSR. My new Samsung GS3 will be delivered next week, free of charge.

Re: Frustrating and maddening=confident customer??

Sun, 17 Feb 2013 01:08:49 EDT

Selenia posted :

said by bn1221:

That's ironic I am a network engineer myself and I would rate Time Warner above most ISPs. I'd rank Comcrap and Verizon DSL at the bottom.

With DSL, especially Verizon DSL, you get rotten support and subpar speeds. My office building is 6000 feet from the CO, not a slick, the CO. They won't offer anything over 3Mbit DSL. I can get 5*50D3 and I have MetroE from Time Warner.

+1 I wholeheartedly agree on almost all points, including Verizon DSL. You notice my town in my profile, right? This town is lucky enough to only be served by Verizon DSL, who don't give a rats ass about us. Crap crap crap speeds getting ever slower. Sometimes below 600 kbps(yes, kilobits) on a 3 meg line(best available). Horrible support who do the runaround best. Connection down more than a cheap $2 whore. Best of all, they don't give a reacharound. Hell, sometimes you can't even reach them through their shoddy customer service phone system.

OK, to my point. Desperate to get away from them and get my old, decent(not perfect, but good) TWC service back. Found an old friend who lives across the lake and was willing to host a modem in my name at that address. The modem is then wirelessly backhauled via a couple K worth of antennas, masts, and APs across the lake to a large directional antenna at the edge of my property(link = about 2.5 miles, mostly over water), which then beams the connection to my main router in my house, which connects to the main network. A vpn over cellular allows diagnostic contact to all components, if wireless link should be lost(has yet to be). Also allows me to test connection from local to the modem to determine if TWC or the backhaul is the issue. It has always been TWC. As I said, they are not perfect, but they give a decent service that is generally a pleasant experience to use. I use their standard 15/1 package and have been very happy. Only real issue a had was a bad Ubee modem. I swapped it out for an Arris and all has been rock solid. See what I invested just to flee back to TWC from Verizon?

People should be happy to at least have that choice without having to have my knowledge about networks and wireless links lol. Sure, they can always be better, like broadband in this country, period. I learned to appreciate what I had from TWC, let alone the fiber at work and such. You end up learning a reliable service is every bit as important as a fast service, even for home use.

Edit: Oh and if something did go wrong with TWC, they spoke English and arranged to fix most things in the same day-couple of days. Worst wait I had for a fix was 5 days, aside of a congested node they eventually split. With Verizon, you were lucky to get someone who spoke mildly broken English and had to wait 3-6 weeks for them to come out and say your line is fine again. That is, despite your data refuting that. When it rains is the worst and we get soaking rains in the spring and fall, being on a sizable lake and all. That 2.5 mile link is across a narrow part. Just into Pittsfield, where TWC serves.
--
A fool thinks they know everything.

A wise person knows enough to know they couldn't possibly know everything.

There are zealots for every OS, like every religion. They do not represent the majority of users for either.

Re: Frustrating and maddening=confident customer??

Sat, 16 Feb 2013 20:44:01 EDT

bn1221 posted : That's ironic I am a network engineer myself and I would rate Time Warner above most ISPs. I'd rank Comcrap and Verizon DSL at the bottom.

With DSL, especially Verizon DSL, you get rotten support and subpar speeds. My office building is 6000 feet from the CO, not a slick, the CO. They won't offer anything over 3Mbit DSL. I can get 5*50D3 and I have MetroE from Time Warner.

Re: This is why I decided not to choose TWC as my new ISP

Tue, 12 Feb 2013 22:09:16 EDT

Selenia posted : They offer you a cheap router or modem router combo( Residential gateway). I just use my own wifi equipment which is more flexible and don't get hit for that 10 dollars a month for cheap ass stuff. The regular prices of Time Warner Cable vary by region, but their price versus speed is very competitive in my area, not saying much but they are the better choice over Verizon.

Re: This is why I decided not to choose TWC as my new ISP

Tue, 12 Feb 2013 10:44:00 EDT

F100 posted : igeneralzod is not alone in this. I had a similar experience recently with Chat and phone support. They didn't want to tell the "current" non-promotional price for any of the internet tiers in North Carolina. They have taken that information off their website and apparently are not legally required to post this information for my market. I know this because files a complaint with the NC Attorney General's office which oversees the state cable franchise agreements. TWC responded to my complaint like they are required to do. They sent me the paper copy of the full price sheet of service prices. It's a shame that I had to go this route just to get information about current service prices. Yes the price will go up after a promotional period ends but at lest you know what the prices are now. I'll see if I can scan and post the price list for my market in case it helps others.

TWC_pricelist_NC.pdf

Re: This is why I decided not to choose TWC as my new ISP

Sun, 10 Feb 2013 11:01:30 EDT

anon posted :

said by cmatties:

said by TWCisScum :

JUST DO THE DSL OR UVERSE THING if you want your freedom. Eventually the TWC SlumLords will die off and we can all forget about them and enjoy the internet the way is was meant to be...

thats so funny. att has caps and time warner does not. also uverse is one of those stupid ideals to save money and then charge the customer even more for crap service.

you get worse service from att then you do twc

I will comment using this post ..

at&t Uverse has been hitting on me big time to switch, the door to door people seem confused when I tell them I will not switch even though their PROMO price is less than I am paying TWC for TV and Internet and they will not/can't tell me what the regular price will be.

I guess a lot complaining about Internet cost were not around in the late 1990's early 2000 when we got 1/10 (YES 10%) of the speed we get now for 150% TO 200% of the current price.

How does this sound:
768Kb/sec x 384kb for $30/mo.
1.5Mb/sec x 768Kb for up to $70/mo depending on your area(and in some cases included 5 static addresses).

These were DSL prices and "usually" required you to have regular wired phone service too.

I have had TWC for Internet since about 2002 and have had NO issues.

Re: This is why I decided not to choose TWC as my new ISP

Sat, 09 Feb 2013 12:25:51 EDT

cmatties posted :

said by TWCisScum :

JUST DO THE DSL OR UVERSE THING if you want your freedom. Eventually the TWC SlumLords will die off and we can all forget about them and enjoy the internet the way is was meant to be...

Re: This is why I decided not to choose TWC as my new ISP

Sat, 09 Feb 2013 11:25:23 EDT

Steve Mehs posted :

quote:
3. Don't even think about getting your phone ported over because that will be a nighmare and you don't want them holding your number. I went w/ 2 play.

Re: Frustrating and maddening=confident customer??

Sat, 09 Feb 2013 11:04:09 EDT

sivran posted :

said by TWCisScum :

With DSL you dont' get any blocked ports either and TWC and any other CABLE Internet provider WILL BLOCK YOUR PORTS and also will drop your account if you setup any kind of a server. JUST DO THE DSL OR UVERSE THING if you want your freedom.

Baloney.
--
Think Outside the Fox.

Re: Frustrating and maddening=confident customer??

Sat, 09 Feb 2013 08:57:55 EDT

Cheese posted : This isn't about Oceanic TW :uhh:

Re: Frustrating and maddening=confident customer??

Sat, 09 Feb 2013 08:45:17 EDT

Mele20 posted : Geez....I get pissed off at Oceanic TWC but I don't think they are "scum". Scum is Microsoft not any of the ISPs.

As for Oceanic's customer service some of the CSRs are new, or lazy or simply poorly trained but they are not third world! Some are excellent. The problem as I see it is that it has become increasing difficult to reach tier 3 and they are excellent IF you can reach them. Forcing users to first deal with NHD in the Philippines, on an always bad connection, is torture and that should not be and never was, until recently, the only way to reach tier 3. If you are a power user it is a total waste of time to be forced to deal with NHD first. NHD has VERY POORLY TRAINED TECHS WITH HEAVY ACCENTS. But that is not true for Oceanic TWC CSRs and tier 3 techs. They are local folks here in Hawaii and some are very dedicated and strive always to do their best while others are slackers, mediocre, lazy maybe but not "scum".

What could possible be wrong with TWC blocking dangerous ports? I'm glad they do! I recall when they did not and I welcomed them doing it...all the ISPs do it..so why are you singling out TWC?

As for TWC being worse than DSL....I don't get that at all. DSL is extremely limited in the speed that it can provide and many folks, like myself, cannot get DSL at even the weakest speed as we live in cities but are too far even in cities from the CO. I would prefer a superior provider...but I don't think that exists. They are all mediocre to downright crappy...you should not single out one cable ISP...not a single one is better than another...or worse. Iit is a very sad state of affairs we have regarding broadband in the USA.
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When governments fear people, there is liberty. When the people fear the government, there is tyranny. Thomas Jefferson

Re: Frustrating and maddening=confident customer??

Sat, 09 Feb 2013 07:51:22 EDT

anon posted : I am a 25 year Network Engineer and I will tell you TWC is the absolute bottom of the barrel and even the scum calls them scum. I watche dmy Mother deal with them for 2 years while she battled cancer and they always gave her the run around. Their Cust service is blow sub par like third world cust svc is better than their best cust svc. Save yourself the heartache and anguish. Decide against TWC even in the what if scenarion. They are just simply not even worht thinking about. Tha guy who told of them billing him AFTER HE CANCELED is absolutely on point. TWC is probaly THE MOST CROOKED provider that ever was. I have labled them "The SlumLords" of the internet. On top of that they are not even close in the quality and advantage you get with DSL AT&T and Verizon DSL are the best I have seen by far. With DSL you dont' get any blocked ports either and TWC and any other CABLE Internet provider WILL BLOCK YOUR PORTS and also will drop your account if you setup any kind of a server. JUST DO THE DSL OR UVERSE THING if you want your freedom. Eventually the TWC SlumLords will die off and we can all forget about them and enjoy the internet the way is was meant to be...

Re: This is why I decided not to choose TWC as my new ISP

Sat, 09 Feb 2013 04:24:03 EDT

Mele20 posted : Did you check Orange RR's webpage for standard pricing? Hawaii's Regional Data Center is at Orange RR and I don't think our polices are much different. Oceanic TWC has the CURRENT prices on their website.

Nothing is mentioned about wireless router charge on the Oceanic price page but the standard modem issued for DOCSIS 3 plans (20/2, 30/5 and 50/5) is the Motorola Surfboard 6141 which has no builtin wireless router. If one wants to RENT a modem with wireless router built in then there is an additional $10 a month charge for a less than desirable Surfboard modem with wireless router built in. Most use their own router and the excellent Surfboard 6141 rented or purchased. For the Standard plan at 15/1 on Oahu and 10/1 on the neighbor islands you are issued a variety of DOCSIS 2 modems, or you can buy your own. You use your own router as I don't think any of the DOCSIS 2 modems used here have builtin routers.

The prices are right up front on Oceanic's webpage. What is NOT upfront is the special package deals. There is no deal at all currently ...according to the web page. But if you watch TV you will be bombarded with the special deals.
--
When governments fear people, there is liberty. When the people fear the government, there is tyranny. Thomas Jefferson

Re: Frustrating and maddening=confident customer??

Fri, 08 Feb 2013 23:34:21 EDT

djrobx posted :

said by horseathalt7:

said by mackey:

said by horseathalt7:

I would have to the CSR to have the corporate offices get back to me by phone if they are interested in my business.

The OP refused to even give them an address to look up his exact rates and promotions. I highly doubt he would give them his phone number...

/M

The OP stated that he was near Disneyland. All they had to do is type in that zip code, very easy.

It was clear from that chat that in any case the CSR would NOT reveal the everyday, regular price, no matter where the OP lived.

So many excuses.

I dislike TW's secrecy of non-promotional pricing as much as you do, but that's not a good reason to take things out on some poor woman working in support. She didn't make the rules.

AT&T plays the same games with "extended promotional" pricing. They are upfront about what regular pricing is, but the end result is the same shit - you need to call every year and threaten to cancel (or really cancel, and ping-pong between ISPs) if you want a good deal.
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AT&T U-Hearse - RIP Unlimited Internet 1995-2011
Rethink Billable.

Re: This is why I decided not to choose TWC as my new ISP

Fri, 08 Feb 2013 23:22:06 EDT

motorola870 posted :

said by MrBungle87:

No sympathy for Crime Warner here. Though it was stupid for the OP to not give the rep his address, that doesn't change the fact that TW is highly secretive about their non-promotional rates. Why, you ask? BECAUSE THEY'RE EXPENSIVE. $29.95 for Internet will attract more customers than $54.95 (which is our standard rate for Turbo or whatever they call it now). It's typical TW bullshit. Non-competitive except when forced to be, shady billing, secretive pricing, etc. No real surprises here.

well I actually asked what would be the cost right now if I was not a promotional price and was told that my extreme internet would be $84.99 but if you had TV added to the internet package it would be $5 cheaper.

Re: This is why I decided not to choose TWC as my new ISP

Fri, 08 Feb 2013 23:17:11 EDT

sivran posted : Turbo's 54.95?

Shit. Standard's 52.95 here.

Re: This is why I decided not to choose TWC as my new ISP

Fri, 08 Feb 2013 22:54:46 EDT

hobgoblin posted : Didnt we just have a thread like this?

Hob

Re: This is why I decided not to choose TWC as my new ISP

Fri, 08 Feb 2013 21:37:48 EDT

MrBungle87 posted : No sympathy for Crime Warner here. Though it was stupid for the OP to not give the rep his address, that doesn't change the fact that TW is highly secretive about their non-promotional rates. Why, you ask? BECAUSE THEY'RE EXPENSIVE. $29.95 for Internet will attract more customers than $54.95 (which is our standard rate for Turbo or whatever they call it now). It's typical TW bullshit. Non-competitive except when forced to be, shady billing, secretive pricing, etc. No real surprises here.

Re: Frustrating and maddening=confident customer??

Fri, 08 Feb 2013 20:29:08 EDT

horseathalt7 posted :

said by mackey:

said by horseathalt7:

I would have to the CSR to have the corporate offices get back to me by phone if they are interested in my business.

The OP refused to even give them an address to look up his exact rates and promotions. I highly doubt he would give them his phone number...

/M

Re: Frustrating and maddening=confident customer??

Fri, 08 Feb 2013 20:15:32 EDT

Cheese posted : If he really was interested in the service, he would supply the needed information to look up his area :uhh:

Re: Frustrating and maddening=confident customer??

Fri, 08 Feb 2013 19:07:55 EDT

mackey posted :

said by horseathalt7:

I would have to the CSR to have the corporate offices get back to me by phone if they are interested in my business.

The OP refused to even give them an address to look up his exact rates and promotions. I highly doubt he would give them his phone number...

/M

Re: This is why I decided not to choose TWC as my new ISP

Fri, 08 Feb 2013 19:05:03 EDT

mackey posted :

said by swintec:

Time Warner always had the rate sheets right on their website...this showed current non-promo pricing.

HAD being the key word here. They pulled it off a few months ago.

/M

Re: Frustrating and maddening=confident customer??

Fri, 08 Feb 2013 18:56:49 EDT

horseathalt7 posted : So what if prices are raised twice per year, the OP simply requested to know what the price would be AFTER the promo. The CSR should have simply stated that the current regular price at this time is
$XX.xx and of course is subject to change if a rate increase occurs.

Like others have said even if the reg price given is a few bucks off after the promo expires it gives the consumer some idea of how to budget in the future.

When I ask a company what their regular rate is I expect an answer not some deceptive snow job! Which it appears the OP got.
I'm not blaming the CSR because my guess is that they are trained NOT to answer this by top management.

I would have to the CSR to have the corporate offices get back to me by phone if they are interested in my business.

Re: Frustrating and maddening=confident customer??

Fri, 08 Feb 2013 17:09:39 EDT

NightOwl2 posted : Prices raise every year with most providers - sometimes twice a year. How could a rep give the regular price that will be in effect after 12 months? And prices do vary by address - for instance, Staten Island often had promos only available there. Hudson Valley/Bergen/Queens are all TWC NY but not always standard rates.

Re: This is why I decided not to choose TWC as my new ISP

Fri, 08 Feb 2013 17:04:31 EDT

NightOwl2 posted : You had one or more poor reps. The install and all other prices are part of a confirmation close, and to be disclosed. Agents at my former office were fired for essentially false sales when that info was not given. I asked the customer if he or she wanted wireless on or wireless off, (two different codes). Generally the package was put together with a rented modem just in case the customer didn't have time to purchase one.

A skilled rep would be able to port the phone number, and reiterate to the customer to NOT cancel the number, TWC works with the existing provider to synchronize.

Unfortunately, sales and commissions usually mean more than quality work.

Re: This is why I decided not to choose TWC as my new ISP

Fri, 08 Feb 2013 16:48:42 EDT

swintec posted : The fine print tells you what the price would be after your promo. It says it will be the retail rate in affect at that time...no one knows what that is.

Time Warner always had the rate sheets right on their website...this showed current non-promo pricing.
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Re: Frustrating and maddening=confident customer??

Fri, 08 Feb 2013 16:43:27 EDT

horseathalt7 posted : The real issue was that they were NOT willing to reveal the everyday REGULAR price AFTER the promotional period expired. That is a simple answer.

Re: Frustrating and maddening=confident customer??

Fri, 08 Feb 2013 16:37:50 EDT

elefante72 posted : BTW,

The reason they need an address is because promos vary according to competition, plain and simple. Verizon won't give out info either. On Verizon, if I type my address it says I'm a Customer, and won't give me promo pricing, unless I use my neighbor (who is on TW). I use that pricing against them when I renegotiated. You can just go to the webpage, type in a neighbors address and the promo pricing will come up. If you search, they will also show you rack rates (price after promo), but nobody pays those anyways.

TW is no better or worse than the rest. Their service is subpar just like every other semi-monopoly, but they are trying harder than when I ditched them 2 years ago.

HTH.

Frustrating and maddening=confident customer??

Fri, 08 Feb 2013 16:11:54 EDT

horseathalt7 posted : That exchange was pathetic and hilarious at the same time.

I mean honestly does the executive manglement really think that it makes a potential customer any more willing to purchase their service when they stonewall on such a basic question so many times.
This isn't the decision of the CSR it is the plan that the brass tacks hatch and perpetuate on potential customers.

I'm no fan of ATT but beating around the bush with folks you are trying to sell product to almost never succeeds anymore.

I would have done the same thing that the OP did.

What a sham.

Re: This is why I decided not to choose TWC as my new ISP

Fri, 08 Feb 2013 16:11:28 EDT

elefante72 posted : I just went through the same he$$ when I tried to move from FIOS to TW. There are a number of omissions that TW DOES not disclose until you get to install time:

1. The Wifi ROUTER comes free with the D3 speeds (30 or higher) however they wanted to charge me $50 to install it. I told them I didn't want the router (i have my own D3) but they couldn't do the bundle of 30 without mandatory wifi router (or so they said). So I went with the 20/2 package with normal router. If you want a wifi router on a d2 speed (20 or less) THEN they charge the $9 modem fee, but you can just get a regular D2 modem for $4.

2. For any promo, you must take their modem. I let them hook it up, made the tech to the swap while he was there and dropped of the modem the next day. I could have then called up and went to 30/5 for another $10 after doing this, however I never made it.

3. Don't even think about getting your phone ported over because that will be a nighmare and you don't want them holding your number. I went w/ 2 play.

3. If you cancel, even though Time Warner easily whisks away your money in an instant, after I cancelled the next day (they botched my TV install bigtime), they conveniently told me it would be 6-8 weeks and they would send out a paper check even though this would simply be a credit card charge back and take 2 seconds.

4. Even after I cancelled they went ahead and took out another $90 bucks from my account the next month after I cancelled because they said that even though I was cancelled LEGALLY they still hadn't sent the guy to cap the line, and until they do that my account is active. Go figure. So if you EVER cancel, make sure you change your credit card info ASAP otherwise they will nix you again.

5. I won't get into specifics but they couldn't even get my cablecard/SDV working and for $10 in savings I said forget it, and just went back to FIOS.

Re: This is why I decided not to choose TWC as my new ISP

Fri, 08 Feb 2013 16:06:38 EDT

motorola870 posted : I recently was told the the regular price of extreme is now $84.99 but can be had for $79.99 if you have TV :)