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elefante72

join:2010-12-03
East Amherst, NY
reply to unknvoip

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

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.

NightOwl2

join:2012-03-19
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.

Happydude32
Premium
join:2005-07-16
kudos:1
reply to elefante72
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!


Selenia
Gentoo Convert
Premium
join:2006-09-22
Fort Smith, AR
kudos:2
said by Happydude32:

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.