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Time Warner Cable Pitching New Ad Campaign at Lost Customers
Trying to Win Back TelcoTV Defectors
by Karl Bode 04:27PM Wednesday Jan 23 2013
Time Warner Cable is preparing a new $50 million ad campaign aimed at winning back some of the customers they've lost in recent years to telco TV services like Verizon FiOS and AT&T U-Verse. According to the New York Times, the campaign takes aim at Verizon FiOS rate hikes (despite numerous hikes of the company's own), and promises users a 30 day money back guarantee if they switch back and wind up disappointed. "We, as a company, are fundamentally different and better than we were a few years ago when these upstart competitors started coming in," insists Jeffrey A. Hirsch, the chief marketing officer for residential services at Time Warner Cable.

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seamore
Premium
join:2009-11-02

FIOS wins!

"upstart" competitors??? LMFAO

Verizon is not upstart.
Beazle3

join:2008-11-25
Greenville, MI

funny

instead of spending the $50 million on their infrastructure so they would not have lost the customers in the first place.
lso1123

join:2005-03-22
London, KY

1 recommendation

Re: funny

Exactly 50 MILLION on ad campaign, should be out in the field upgrading lines and equipment and these old moto dvrs absolutely horrible.
Satch

join:2009-11-25

Re: funny

said by lso1123:

Exactly 50 MILLION on ad campaign, should be out in the field upgrading lines and equipment and these old moto dvrs absolutely horrible.

AMEN!

Satch

Dude111
An Awesome Dude
Premium
join:2003-08-04
USA
kudos:12

 

In my opinion KEEPING SARA WOULD HAVE BEEN ONE WAY TO KEEP MANY WHO DIDNT LIKE BEING FORCED TO USE THAT CRAP CALLED NAVIGATOR JUST SO THEY COULD SAVE $$$$$$!!
ke4pym
Premium
join:2004-07-24
Charlotte, NC
Reviews:
·VOIPO
·ooma
·Verizon Broadban..
·Northland Cable ..
·Time Warner Cable

1 recommendation

$50 million better spent

*On doing away with SDV.
*Fixing their POS DVR's
*Upping the bitrate so the picture quality is better
*Fixing their web sites so they run faster and are able to schedule recordings quicker.
*Not having 19 versions on 23 different channels of the same channel.

I'm sure I can think of more.

swintec
Premium,VIP
join:2003-12-19
Alfred, ME
kudos:5
Reviews:
·Time Warner Cable
·VoicePulse
·Sprint Mobile Br..
·RapidVPS

Re: $50 million better spent

said by ke4pym:

*On doing away with SDV.

SDV is great as far as what I have experienced. What dont you like about it?
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Usenet Block Accounts | Unlimited Accounts

jimk
Premium
join:2006-04-15
Raleigh, NC
Reviews:
·Time Warner Cable
·voip.ms

Re: $50 million better spent

said by swintec:

said by ke4pym:

*On doing away with SDV.

SDV is great as far as what I have experienced. What dont you like about it?

"Channel is currently unavailable"

A - Try Again

That doesn't seem to happen as much as it used to, but it still happens. Signal problems can cause this as well.

swintec
Premium,VIP
join:2003-12-19
Alfred, ME
kudos:5
Reviews:
·Time Warner Cable
·VoicePulse
·Sprint Mobile Br..
·RapidVPS

Re: $50 million better spent

said by jimk:

said by swintec:

said by ke4pym:

*On doing away with SDV.

SDV is great as far as what I have experienced. What dont you like about it?

"Channel is currently unavailable"

A - Try Again

That doesn't seem to happen as much as it used to, but it still happens. Signal problems can cause this as well.

Are you sure that is not solely a signal problem? I got that before (when SDV was first implemented here) on some channels and once we did some re-wiring and splitter reconfigurations things worked beautiful ever since.
--
Usenet Block Accounts | Unlimited Accounts

jimk
Premium
join:2006-04-15
Raleigh, NC
Reviews:
·Time Warner Cable
·voip.ms

Re: $50 million better spent

said by swintec:

Are you sure that is not solely a signal problem? I got that before (when SDV was first implemented here) on some channels and once we did some re-wiring and splitter reconfigurations things worked beautiful ever since.

It can be either signal or SDV related.

motorola870

join:2008-12-07
Arlington, TX
kudos:3
Could be a SDV capacity issue or signal issue or even a code malfunction in Navigator. iGuide has a bug where you lose SDV server connectivity and sometimes have to reboot the box to get it going again. I know various areas use different number of SDV QAMs the most I have seen used in any division is 24 which the North Texas (Dallas metro) system has set aside for SDV. When SDV was first deployed we had 8 SDV QAMs during the launch period where they were only switching 24 HD channels to get the system running and then it went to 11 SDV QAMs while the system was having the QAMs rearranged to make room for 16 total SDV QAMs and then on the final push another group of HD 3:1 QAMs were moved to SDV and then we went to 16 SDV QAMs and they started adding more channels at first none of the SD digital channels were moved over to SDV and for a while the only SD SDV channels we had were new adds and then in 2011 TWC did another reconfiguration where they moved a ton of SD channels to SDV and freed up 12 or QAMs for SDV and eventually VOD got another 4 QAMs out of this change as well so the North Texas TWC system is loaded:
24 SDV QAMs
8 VOD QAMs
6 DOCSIS downstreams

thanks to a 860MHz rebuild that was done from 2006-2008
AlfredNewman

join:2010-03-25
Columbus, OH
I had the same issue recently even after they added a signal booster. Turns out what had happened is the box wasn't pulling down the correct information from TWC servers so the tech hooked it up to his laptop, did something, and everything started working perfectly.
elefante72

join:2010-12-03
East Amherst, NY
Nobody knows how to service it, and the monster Cisco box take up 15 Watts of power, almost 3x what my HDHR does. I looked at the circuit board, and it looks like a barely 5 layer circa 2004 tech.

When I had my install performed, they didn't even show w/ the CC, and then once they did the "forgot" about the SDV box. Long story short I wasted many hours of my time and they never got it working.

In my region (Buffalo) ALL HD channels are on SDV except for broadcast.

So I was thinking about going back, and just getting broadcast (so no SDV) ($50/month) versus the $115 I'm paying for FIOS now (2 play). Granted it's 20/2 versus the 25/25 I have today.

Verizon will do just broadcast at $17/month, however once you factor in the internet it's almost $100, 2x of TWC cost. They are simply not in that business....

I really can't justify the extra $65 a month for the 3-4 hours of non-broadcast we watch a month. Put plainly, we just don't really watch much TV in the house, it's all internet or Netflix/Amazon. I don't have a problem paying $30 to watch a new show I like if it's on cable....
BiggA

join:2005-11-23
EARTH
SDV adds capacity. Theoretically, if they nodes are small enough, it could support an unlimited channel lineup, as there is a fraction of a QAM for each simultaneous user (and half of them are watching a network anyways).

I wish Comcast would run SDV with small nodes and go back to 2:1 HD and add every HD channel possible. I wouldn't mind an extra little box for all of that.
swarto112
Premium
join:2004-02-17
Brookfield, WI
Reviews:
·Time Warner Cable
Agreed, thats a great list to start. Ive been with TWC for two months after movng out of a FIOS market. OMG Ive been so spoiled by FIOS, it works, its fast and their staff actually tries instead of blaming others. My other option was U-verse but they dont support TiVo so that tells me their infrastructure must be even more screwed up.
BiggA

join:2005-11-23
EARTH

Re: $50 million better spent

TiVo only supports cable. U-Verse is IPTV, not cable. FIOS is cable.
kxrm

join:2002-07-18
Fort Worth, TX

Fundamentally different?

quote:
We, as a company, are fundamentally different and better than we were a few years ago when these upstart competitors started coming in,
Really? In what way are they fundamentally different?

mackey
Premium
join:2007-08-20
kudos:12

Re: Fundamentally different?

said by kxrm:

quote:
We, as a company, are fundamentally different and better than we were a few years ago when these upstart competitors started coming in,
Really? In what way are they fundamentally different?

They hiked their rates to be more inline with other providers and to "provide better value."

/M

vangoatee
Pool's Closed
Premium
join:2001-02-06
Newark, OH

1 recommendation

Too expensive

How about LOWERING YOUR PRICES?
en103

join:2011-05-02

Re: Too expensive

I'll agree with that one.
If they have to ... offer a 'ESPN free' service to save money (put it in a tier)
silbaco
Premium
join:2009-08-03
USA

Re: Too expensive

Doesn't ESPN hinge on some other channels? There are some rules that force providers to include ESPN on higher tiers.
MURICA

join:2013-01-03

Re: Too expensive

ESPN hinges on the Disney Channels and ABC Family. That's it.

I'll live without that crap if it means my bill can be reduced by $10 every month.

AMDUSER
Premium
join:2003-05-28
Earth,
kudos:1
Reviews:
·AT&T U-Verse
·Time Warner Cable
I'll agree with that as well.. I got rid of their phone and internet services when they wouldn't come down... except $7.
I figured out if I went with Dish or Direct TV I would probably save about $10-$20 per month. [Even with the box rental fees!]

They probably should put the sports in a sports tier where those who want it can pay for it.
georgeglass5

join:2010-06-07
New York, NY
Think you'd have better luck, trying to take a dead zebra carcass from a group of lionesses.

IowaCowboy
Iowa native
Premium
join:2010-10-16
Springfield, MA
Reviews:
·Verizon Broadban..
·Comcast

I would welcome Time Warner into my home

I wish Comcast would sell their systems in Western Mass to Time Warner. My grandma has Time Warner and while they might not have the latest technology, they have better support. My grandma lives in Biddeford and their call center is 20 minutes away in Portland. And they have a local support number instead of a national number.

The reps also have TV sets at their desks so they can tell if its an issue with network programming or the cable signal. I know because I've called to troubleshoot grandma's TV. Try getting that level of support from Comcast, they are a nightmare to deal with where you ask two different employees the same question and you get two different answers. I wish I would have known when the franchising agreement for Comcast in our area was up for renewal because I would have liked to have gone to the hearings and demanded language that required that they maintain a local direct dial number with a local call center located in Springfield along with minimum standards for customer service. Other jurisdictions have this requirement.
patt2k

join:2009-01-16
kudos:1
Reviews:
·Verizon FiOS

1 edit

1 recommendation

lol

I switched from TWC , to fios the first day it was avaliable at my place , the day I called Time Warner the rep for at leas 10 minutes tried to offer me deals and so on.. I was on 30/5 plan provisioned for 50/5 without paying extra so that was 60$ , with Verizon I pay 84.99 no contract and already got the 100$ gift card for 75/35 +TV 210 channels I believie and the net is (which in reality is 84/39).

After all that time I got about 4-5 letters from time warner telling me to come back for them, I think it was TV+Turbo internet (20/2) for 99.99$ not sure.

There is no way I am coming back to them...

ocjosh

@clearwire-wmx.net

Re: lol

I just contacted Verizon, your deal is too good to be true that has 75/5 with TV 210 and $100 gift card. They won't do it.

I guess having to stay with clear 4g for $30 old plan no speed limit cap and direct tv. It's lucky I have 11-15 down and 1 up with home modem.

loli
Premium
join:2002-08-26
South Richmond Hill, NY

No thanks

After switching to Verizon Fios, I'm saving 35 dollars on my package and instead of 10/1 internet I now have 35/35 which I absolutely just love. Even after the discounts are gone in another year, still end up paying less than with TWC and with better service.

Oh yeah, this is with a DVR and an extra HD box which I didn't have with TWC.

bobm

@rr.com

tw idiots

They let an entire community of 3500 homes leave their service instead of letting the HOA off the hook for unoccupied homes that are in foreclosure. I know they lost 100's of customers to Fios and Satellite. What marketing idiots. The cost per customer to retrieve them after their 1-2 years on another service is huge.

bhan261

join:2001-02-12
New York, NY

I guess they don't care

When I switched from TW to FiOS, I dropped the TW box off at 23rd Street in Manhattan. The only person there who questioned why I was cancelling TW was the guy at the front door handing out the numbers for the wait queue! I've never heard a word from TW...no calls, no letters...asking me to come back. I guess they really don't miss me!

chip89
Premium
join:2012-07-05
Independence, OH

saw one this morning

I saw one of these Ads this morning even know there's no Fios where I live.
tmc8080

join:2004-04-24
Brooklyn, NY
Reviews:
·ooma
·Optimum Online
·Verizon FiOS

put up $$ or shut up..

compen$ate customers if they are dissatisfied with the service.. there are food companies and consumer products which will buy the competition's product for the consumer if they are not happy with their product..

let's see them spend money on fios if their piddly little cable service sucks.. nobody's switching because they want to try something new.. the brands are & QOS are already established.. to win new customers you offer them better price, better service or both..

better yet, offer apples to apples services for video, phone and internet... virtually no cableco offers anywhere near the pseudo symmetrical services Verizon does..

rrm

@clearwire-wmx.net

re twc

Moved to clear since twc will rather loose a customer then lower its price. Had the promotional 29.99 for 12 months and should of been going to 34.99 for the 10/1 speed. That did not happen. Went to 52.99 since they raise prices in the meantime and would not budge.

Hockeypuckz

@comcast.net

LMAO I love twc - not!!

What they dont tell you is the following:

1) If you cancel how long till you get a refund back

2) If you have to setup automatic payments for this promo (i bet you do...)

3) Will TWC not charge your autopay once you cancel? (Sadly when I worked at TWC 40% of the calls a day would be people who were double and triple charged because when they cancelled the person forgot to cancel the auto pay. Keep in mind a request for your refund can take up to 4+ weeks)

4) They are putting price hikes on some channel teirs to cover the cost of new content (IE the sports pack)

TWC has perfected the con job to a new level as they lose customers for refurbished equipment, constant outsourcing, etc.

Yes... keep in mind almost 70% of customer support is outsourced, 95% + tech support is outsourced...

About the only in house staff they keep is for the Signature Home line because if your dumb enough to pay that much you can cover the bill for a person in the states...

cbcalhoun
Premium
join:2000-09-04
Newark, OH

Dumb pricing games!!!

Keep playing your dumb pricing games Time Warner and you will lose all your customers. Not smart, very frustrating for the end customer who will leave your services...

mking128

join:2005-08-10
College Point, NY
kudos:1
Reviews:
·Verizon FiOS

Ha Ha, not a chance

Memo to TWC: lower your box rental fees first and bundled prices as a package, then we will see about the true cost of these "deals" - oh, yes, don't forget to match speed tiers like Fios.

I looked up & down our city block, there's hardly any TWC wires running from the overhead poles to the row of houses - they've been clipped, Fios is here & you want to compete & win us back.

Paying at least $55/mo less now than a year ago when we're on TWC, and we get an extra HD box, upgraded multi-room DVR and free SD box for life. And, no rental for the Fios equipment/BBU or modem/router - now, you can keep those old RCA dumb modems & forgetabout on charging monthly fees to lease those POS.
15444104
Premium
join:2012-06-11

Yeah WASTE 50 MILLION $ on an ad campaign! LOL

SPEND 50 MILLION DOLLARS ON A STUPID AD CAMPAIGN

when there are 50 million better ways to spend that money.
Like lowering their prices. Hiring better CSRs. Investing in better infrastructure. Replacing worn out and outdated end user equipment....

What a bunch of clowns. No wonder this industry has the IRE of the consumers.

cork1958
Cork
Premium
join:2000-02-26

I knew it!

I knew I wouldn't be able to post anything original to this topic that hasn't already been said with as much stupidity as there is in that one paragraph article!

How much schooling do you have to take to be as ignorant as the CEO's or anybody involved in running a company now a days? Can there possibly be that many morons in the world that make it that high up in the business world?
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The Firefox alternative.
»www.mozilla.org/projects/seamonkey/

FLATLINE

join:2007-02-27
Buffalo, NY

Makes no sense

Take All that money for advertising trying to convince people your good and invest it into the actual network and show people how good you are.