Time Warner Cable - Legacy → Service Transfer Bollixed Up!

This started so simply...

Called in mid-August to set up the following:

1. Turn off service at old residence on 1 Sep.
2. Turn on service at new residence on 2 Sep. (first date available)

Simple. Uncomplicated. To the point. Did I mention simple? Anyway, here's where the wheels start falling off...

18 Aug - Services go dead at my house. I call to see what's going on. Rep says, "we got an order to transfer service..." Sigh. Inform the rep of the proper schedule, and he proceeds to get my services restarted.

25 Aug - I call rep to insure that transfer is still on schedule. Rep confirms that both the termination at the old address and the install at the new address are set.

31 Aug - After hearing from a client of mine who had an install scheduled for 31 Aug who had his order "cancelled" on him and eventually rescheduled for two weeks later, I call rep to confirm, once again, that both actions are still scheduled. Rep confirms termination/new install.

1 Sep - Services termed at old address per schedule.

2 Sep - After what I perceived as an installer no-show (appointment was between 8-12), I call to locate installer. Rep (Chad) states that install appointment was cancelled on 18 Aug. I ask Chad how the order could be cancelled, yet have the appointment still visible as of 31 Aug. Chad says he must start order over in order to schedule install. After sufficient incentives were offered, I proceed with new order. New install appointment set for 11 Sep. Transferred to Carlos, who terms billing on the old account as of 1 Sep.

Any TW types that can explain how this got screwed up in the first place (both Chad and Carlos seemed incredulous that it was even possible given the scenario), please enlighten me.

Well, the only thing that comes to my mind is the good ol' saying "Sh*t Happens", sounds like they dropped the ball on that one.
It's amazing how that works, the things in life you try to micro-manage (to avoid mishaps), are what end up coming back to bite you in the butt...
Sorry to hear about it though, hope they "Hooked You Up" (no pun intended) with those incentives
Steve

Clearly on the 18th, when your service was terminated incorrectly, the service order to start at your new address was terminated when your service was resestablished at your old address.

Sounds like a total fubar to me, but like the other poster says, chit happens.

I would inquire about a credit for your missed install/fubared setup.

It'll be good to get back online and resume folding - we'll see come the 11th...

I got a credit, got a service upgrade, and a month free once it is reinstalled...