| This is why I decided not to choose TWC as my new ISP I joined only to share this chat session I had with TWC. Ignore the typos 
I asked two simple questions. 1. How much is the cost after the promotion expires. 2. Do you charge for having Wifi in the house.
Here is the chat session if you want to read it, enjoy.
Burton>
Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Burton.
Mike_>
When the contract with my current IPS expires in June I’m trying to decide between TWC and AT&T for Internet. Both offer similar speeds and pricing but I read on a forum that TWC charges you extra if you use a wireless router in your house. Is this true? I would also like to know what the cost of service would be for the Turbo 20/2Mbps option is after the 12 month promotion expires.
Burton>
Hello, Mike.
Burton>
I need to transfer you to the concern deparment, which is authorized to assist you with your issue. Please be online while I transfer you.
Mike_>
ok
Burton>Please wait, while the problem is escalated to another analyst
Rose>
Thank you for contacting Time Warner Cable Online Sales. My name is Rose, what services can I help you set up today?
Mike_>
I have a service and pricing question.
Mike_>
for Internet
Mike_>
When the contract with my current IPS expires in June I’m trying to decide between TWC and AT&T for Internet. Both offer similar speeds and pricing but I read on a forum that TWC charges you extra if you use a wireless router in your house. Is this true? I would also like to know what the cost of service would be for the Turbo 20/2Mbps option is after the 12 month promotion expires.
Rose>
I would be glad to help you with that. May I have your complete address to double check the information that you need.
Mike_>
I don't want to give my address but you service my area.
Mike_>
I just need the above information to decide between TWC and AT&T
Mike_>
It's very clear on AT&T website what the cost is after the promotion but this information is nowhere to be found on the TWC website.
Rose>
Wifi comes for free when you choose the turbo internet all you need is a modem for $3.95
Mike_>
You're not talking about Wifi hotspot are you? I have my own modem.
Rose>
I really need to get your address Mike to check all the available offer in your area as well as the prices
Mike_>
I'm very near Disneyland.
Mike_>
The fireworks shake my house.
Rose>
You must have seen Disney characters many times Mike. Please provide me your complete address so that I can provide you the exact information
Mike_>
The thing that concerns me about TWC is you appear to be so secretive about your pricing and rules where AT&T is transparent.
Mike_>
I don't like billing surprises.
Mike_>
AT&T has a data cap and they let you know it.
Rose>
I assure that we don't have billing surprises .Please visit this link for you to see all our promotional prices »order.timewarnercable.com
Mike_>
I tried that but it doesn't say how much it costs after the promotion
Rose>
You can try and see that our service is graet.To make sure that you get the best offer, we willl even give you a 30-day money back guarantee.
Rose>
Our promotional price change from time to time.Rest assure that 60 days before the promotional period ends we will notify you and inform you of the standard price as well as to let you know of the latest promo that you can take advantage of.
Rose>
Then if you do not like the pricing there is no worry because you can cancel it anytime without cancellation fee.
Mike_>
The site also says $8.50 per month for Wifi in the house. This is from the site. Home WiFi
Connect multiple devices
Set up a wireless home network and connect multiple WiFi-enabled devices to the Internet over one superfast wireless connection. Connect your computers, handhelds, scanners, printers and more - a must-have for multi-device households.
Mike_>
That is actually listed as a feature along with Wifi hotspot access and email. You see my point?
Rose>
Since you already in the link that I provided you.Please go ahead and order what ever service you want then just provide me the Order number so that I can prioritize your order.
Rose>
Yes I understand all your concern Mike,I assure that TWC offers the best deal and service.
Mike_>
This should not be this painful, AT&T it is for me. Thank you for your time.
Mike_>
Have a nice day.
Rose>
That is usually what some customers say but then when they tried our service they realize that we are better than out competitor.You can try us then if you are not satisfied I will guarantee you a Money Back.
Mike_>
I only had two simple questions. After promotion pricing is standard and readily available with every other provider on the Internet except TWC.
Rose>
Signing up now is a risk-free because of our Money Back guarantee.Shakk we go ahead and make an account for you Mike? I love to do that for you because that is how we value our customer.
Mike_>
I live in Orange County California. How much do you regularly charge southern California customers???? It's a simple question.
Rose>
Thank you for providing me your address Mike.Also please provide me the zip code this will make me easier to look for the standard price that you want.
Rose>
House number as well please.
Mike_>
Now I would worry about tech support and customer support if it’s this hard to get simple pricing information. That's all I need to see from TWC to know this would be a mistake.
Rose>
As much as I want to provide you the price after promo I really do because price change from time to time
Rose>
Mike I understand your concern I assure you that there is nothing to worry about because I assure the before the promotional ends there there will be another promotional price for the existing customer that you can take advantage
Rose>
2 months before the promo end we will notify you.Again there is no contract so you can cancel it anytime
Mike_>
Unbelievable, I'm putting this on DSLREPORTS.COM |
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 Badger3kWe Don't Need No Stinkin BadgersPremium
join:2001-09-27
Franklin, OH | Not sure what you mean by "having Wifi in the house". Are you talking about using TimeWarner's device for wifi or your own? And they probably don't know what the price will be after the promo.
I guess I'm not totally understanding what you are trying to point out from this chat log.
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Team Discovery: Project Hope |
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etaadmin
join:2002-01-17
Dallas, TX
kudos:1 | reply to igeneralzod
Just one question, who are you Burton, Mike_ or Rose? |
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 unknvoipRIP goosePremium
join:2006-07-25
Rochester, NY
kudos:1 | He is Mike. Burton was the first TWC CSR that transferred him to Rose. |
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 banditws6Shrinking Time and DistancePremium
join:2001-08-18
Frisco, TX
 ·RoadRunner Cable
| reply to igeneralzod
The thing is, you'd want to ask what the regular rate for the service is now, because there is no reason they should not be able to tell you that. Understand that no one can know for sure what the regular rate will be a year from now when your promo expires, but knowing what the current regular rate is will help you plan and budget for the future.
You can use this knowledge to predict whether it is reasonable to expect that you'll stay on your current service after a year, or whether you'll be looking for a tier downgrade or a new provider entirely. This can help you shop around in advance if necessary and have a solution lined up in order to help make a seamless transition.
Frankly, it boggles my mind how many people seem to think that asking for the regular rate is unreasonable.
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"The counsel of fools is all the more dangerous the more of them there are." -Ólafr Höskuldsson |
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unknvoipRIP goosePremium
join:2006-07-25
Rochester, NY
kudos:1 Reviews:
 ·ViaTalk
| reply to igeneralzod
Perhaps if you asked what the non-promo price for the package you are interested in is now, they might be able to answer that question for you.
Like Badger, I am confused about the wireless router question. Here they don't charge if you use your own wireless router in your home network.
Edit: I see Bandit beat me to the punch while I was writing.... |
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| 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  |
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Reviews:
·Time Warner Cable
 ·Verizon FiOS
·voip.ms
| reply to unknvoip
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. |
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Reviews:
 ·DIRECTV
| reply to motorola870
Frustrating and maddening=confident customer?? 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. |
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Reviews:
·Time Warner Cable
·Verizon FiOS
·voip.ms
| 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. |
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| 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. |
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 swintecPremium,VIP
join:2003-12-19
Alfred, ME
kudos:4
 ·RapidVPS
 ·Sprint Mobile Br..
·VoicePulse
·RoadRunner Cable
| reply to igeneralzod
Re: This is why I decided not to choose TWC as my new ISP 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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Usenet Block Accounts | Unlimited Accounts |
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| reply to elefante72
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. |
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| reply to horseathalt7
Re: Frustrating and maddening=confident customer?? 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. |
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Reviews:
·DIRECTV
| 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. |
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| reply to swintec
Re: This is why I decided not to choose TWC as my new ISP 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 |
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| reply to horseathalt7
Re: Frustrating and maddening=confident customer?? 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 |
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 CheesePremium
join:2003-10-26
Naples, FL
kudos:1 | reply to horseathalt7
If he really was interested in the service, he would supply the needed information to look up his area  |
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Reviews:
·DIRECTV
| reply to mackey
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. |
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Reviews:
 ·Frontier Communi..
| reply to igeneralzod
Re: This is why I decided not to choose TWC as my new ISP 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. |
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