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unknvoip
RIP goose
Premium
join:2006-07-25
Rochester, NY
kudos:1
Reviews:
·ViaTalk
reply to igeneralzod

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

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....



motorola870

join:2008-12-07
Arlington, TX
kudos:3

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


elefante72

join:2010-12-03
East Amherst, NY
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.


15444104
Premium
join:2012-06-11
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.


elefante72

join:2010-12-03
East Amherst, NY

1 recommendation

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.


15444104
Premium
join:2012-06-11

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.


NightOwl2

join:2012-03-19
reply to elefante72

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

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.


NightOwl2

join:2012-03-19
reply to 15444104

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.


15444104
Premium
join:2012-06-11

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.



mackey
Premium
join:2007-08-20
kudos:10

said by 15444104:

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


Cheese
Premium
join:2003-10-26
Naples, FL
kudos:1

1 recommendation

reply to 15444104

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


15444104
Premium
join:2012-06-11
reply to mackey

said by mackey:

said by 15444104:

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.


djrobx
Premium
join:2000-05-31
Valencia, CA
kudos:2
Reviews:
·Time Warner Cable
·VOIPO

said by 15444104:

said by mackey:

said by 15444104:

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.
--
AT&T U-Hearse - RIP Unlimited Internet 1995-2011
Rethink Billable.


TWCisScum

@sbcglobal.net

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...


Mele20
Premium
join:2001-06-05
Hilo, HI
kudos:5

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.
--
When governments fear people, there is liberty. When the people fear the government, there is tyranny. Thomas Jefferson



Cheese
Premium
join:2003-10-26
Naples, FL
kudos:1

This isn't about Oceanic TW



sivran
Opera ex-pat
Premium
join:2003-09-15
Irving, TX
kudos:1
reply to TWCisScum

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.


Steve Mehs
Gun Control Is Using A Steady Hand
Premium
join:2005-07-16
kudos:1
reply to elefante72

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

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’.
--
Dale Jr, Riding Daddys Coattails Since February 18, 2001!
Expand your moderator at work

bn1221

join:2009-04-29
Cortland, NY
Reviews:
·TowerStream

1 recommendation

reply to TWCisScum

Re: Frustrating and maddening=confident customer??

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.



Selenia
I love Debian
Premium
join:2006-09-22
Fort Smith, AR
kudos:2

3 edits

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.

nephipower

join:2012-02-20
San Antonio, TX

Wow, great example!


Mele20
Premium
join:2001-06-05
Hilo, HI
kudos:5
reply to Selenia

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.
--
When governments fear people, there is liberty. When the people fear the government, there is tyranny. Thomas Jefferson


DrDrew
That others may surf
Premium
join:2009-01-28
SoCal
kudos:15

1 edit

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.
--
Two is one, one is none. If it's important, back it up... Somethimes 99.999% availability isn't even good enough.



Selenia
I love Debian
Premium
join:2006-09-22
Fort Smith, AR
kudos:2
reply to Steve Mehs

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

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.