Thursday, April 08, 2010


TIME-WARNER has been a constant pain. If it's not Internet trouble, it's TV. I sit awaiting another tech visit as I write this. We don't get many of the HD channels for which we pay. They never got it right. Some channels work, some don't. Come back again and others will and others won't. From what I read, we are not alone at all.

We use their Cisco Tuning Adaptor into a TiVo HD3 with a multi stream cable card. After driving to their depot, getting a number, receiving the box, driving back, it didn't work. They imprisoned me in the home again - a tech finally arrived and said I needed a new tuning adaptor, and that he didn't have any. Back to the store. Back home. Replug. Still didn't work.

The latest example of their 'service' was an 8AM to 8PM home imprisonment on Tuesday, when I finally became fed up with the channels not working. The tech arrived at 8:40PM without a call. He then declared the problem was at the street, but that, as a service provider, was unauthorized to fix it. He said his supervisor would have to also check on what HE found and then start a work order. They say the work was done yesterday. Last night there was no change to the missing channels. Today I called again. Again they will send a tech and I must be home, only this time from 3 to 5PM. At least the window is smaller.

We have had numerous tech visits. At their behest I have had THREE routers. The last time they wanted me to do this again but I refused. The tech then found out it wasn't the router (was it ever?), replaced the modem they supply, ran new cable to the street, and dropped the signal level.

Reading through posts on forums we are not alone. It seems even if you get a span of time with proper service, after a month or so, something happens and you lose the stability.

When you call you get a machine. If you can get a person they speak poor English until you somehow convince them to escalate it up the chain. There are long periods after "I'll connect you," where the music on hold repeats every 45 seconds or so. Then they announce the call may be recorded for quality assurance. I'll bet MY calls are used to train people in how to handle an irate customer. Handle, yes. Help, no.

1 comment:

carolyn said...


Our little town of Salisbury, NC ran their own fiber optic lines. Once it's all up and running, we will be saying so long to TWC. At least when I pay a monthly bill for cable and internet the profit will go in the cities' coffers....