Re: Quality of Service of TWC phone svc??

John Olore

@rr.com

Re: Quality of Service of TWC phone svc??

We switched to Time Warner's digital phone service, packaged with digital cable and Road Runner, at the end of November, 2003. Since then, we have had nothing but trouble: poor call quality, loss of phone and Internet for hours at a time, and absolutely abysmal "customer care."

At first, they insisted it was my router (I knew better). After a week of complaining, I finally reached a Level III tech, who was able to pin our troubles to high noise levels at our node. He credited our account for our troubles, and the issue seemed to be resolved in a day or two.

In mid-January, the problems returned. Further calls to Time Warner proved fruitless. E-mails were ignored. A tech was scheduled to come to our house to check our lines (which had already been done in December), and he showed up seventy minutes early, when no one was at home!

Finally, I got a response last week--after filing complaints with the FCC and the Better Business Bureau. For four days, I received apologetic phone calls, contrite e-mails, and impromptu visits from technicians, all of whom promised the problem was being fixed. I was told that they found an amplifier that had taken on quite a bit of moisture.

Late Friday evening, I received one last e-mail from the Director of Operations, assuring me the problem was fixed. I replied that we had experienced no problems for about 36 hours, and I thanked him for his efforts. The next morning, we lost phone and Internet completely for two solid hours, and spotty service the remainder of the day.

Yesterday, after a four-hour outage, I called Time Warner to cancel ALL our services. When I finally got through to someone, I lost the connection! I promptly contacted our local newspaper, along with the newsrooms of all three local television stations.

Today, I will be writing a letter to the Board of Time Warner. In addition, I will be contacting the Attorney General of Maine, along with our lawyer.

I have never experienced so much incompetence in my entire life (and I worked in commercial radio for 23 years), and I will be willing to do whatever is necessary to tell the masses what a mess Time Warner has created by rolling out digital phone service before it was ready.

permalink · 2004-02-10 08:26:26 · Print ·


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