Community Chat

[CouponQueen]

We have Time Warner Cable for phone, internet and cable.

Have been having phone issue..internet and cable work fine.

I call last night on my cell phone...OMG I had already tried everything under the sun with the lines, wires, etc..

I had called to make sure they had no outages in the area..or the modem was fine etc..I had a couple questions..as they hooked it up...When I asked my question the Tech Support Girl (sounded very young and American..clear English )..told me "sorry I had to try and google that I am not very tech savvy.." I did say.."wow, calling Tech Support and being told they are not very tech savvy doesn't leave me very warm and fuzzy.."

Oh I just type all the questions in ....Okie Dokie..well it didn't work as somebody is coming out today between 1-2..I had to go to the HEAD Boss in the Region..Cause get this..if the Repair Man cannot make contact to the home and say they are on their way..they will cancel the work order..Umm the phone isn't working..how do we do that..use a cell..No my husband is disabled, he is home with the HOUSE LANDLINE all day..he has no need for a cell..this went on ...leave your cell..NO I am on the road commuting all over..in/out court, houses etc..I need my cell..Well borrow one..ARE YOU SERIOUS???

Finally I said I wanted her Boss....I am making myself very clear..if they do not show up and cancel this work order..they can make a appointment and come and take all your stuff back..as I have been on the fence on keeping this company...they keep calling torying to hook up with me on packages..I am not threatening, I am not looking for a deal right now, I am telling FACTS..I wnat my phone repaired..I do not want to be told to borrow a phone..or wahtever!! Now please I would like to speak to YOUR boss..he wasn't in..I want the highest boss ON DUTY...I waited and he got on the line- Regional Boss ..He was very nice..

I explained the situation and told him..why can't the work order go out with a note that there is no phone in the house..so please KNOCK ON THE DOOR..IMAGINE THAT!! He said I just did that ma'm no issue. I said really why is the NON SAVVY Tech Support girl telling me over and over it will be canceled..if they can't call..what did you do before cells? He didn't reply..

Now to see if they show up LOL..

[terrier3]

I worked for TWC for 16 years.

They are in the midst of being sold and are doing everything on the cheap, including laying off long time employees (with pensions and 401ks) and hiring newbies.

You are lucky you reached an American CSR...they have outsourced a lot of call center work overseas.

[Lipstickdiva]

TWC's CS, no matter the department, is a complete disaster. The right hand doesn't know what the left is doing.

We were having modem/internet issues at our house. They'd send someone who would change a few things around and claim it was fixed...same issues. Someone else would come, undo what the first tech did and claim it was fixed...same issues. We had techs out probably 4 times before a supervisor finally showed up and got the issue fixed.

I am very lucky that a very good friend of mine is a supervisor with TWC so when I have a problem, I call her. She either points me in the right direction or handles the issue for us. From the time we signed up for cable she has told me not to ever, every contact CS because they don't know what they are doing. She was right.

[Toppers]

For a long time in my area, they were the only kind of service you could have, but that has changed.

AT & T has moved in to the area. It has taken time, but now people are able to have that service in some areas, for their TV.

[MomOf4]

In my opinion, TWC is one of the worst companies on the planet!!!

[terrier3]

On 2/5/2015 MomOf4 said:

In my opinion, TWC is one of the worst companies on the planet!!!

When I started there (17 years ago!), I was so proud to work for the company.

Five years ago, they spun off the cable business, to prepare it to sell.

Like everything else, quality went down dramatically.

When the deal goes through this Spring...and they are bought by Comcast (voted the WORST company in America!)..the CEO will make 80 million dollars - he's been there one year now...and my old boss will make 12 million.

[Lion]

I feel your pain, CQ. I hope the tech shows up and gets everything fixed.

I've had the same problem LipstickDiva mentioned above. Repeated "fixes" to fixes and assurances that it wouldn't happen again.

The last tech finally gave me the phone # directly to the local TWC tech office and told me to use that if my problem recurred. It seems to be happening again so I'm glad I now have the that contact number.

[Lion]

I've heard bad stories about AT&T, too. Plus, they don't offer the channels I like for the same price. I'd have to pay more with them.

So, I'm hesitant to go through changing companies along with all the rewiring that AT&T would have to do.

[MomOf4]

On 2/5/2015 terrier3 said:

On 2/5/2015 MomOf4 said:

In my opinion, TWC is one of the worst companies on the planet!!!

When I started there (17 years ago!), I was so proud to work for the company.

Five years ago, they spun off the cable business, to prepare it to sell.

Like everything else, quality went down dramatically.

When the deal goes through this Spring...and they are bought by Comcast (voted the WORST company in America!)..the CEO will make 80 million dollars - he's been there one year now...and my old boss will make 12 million.

Gosh Terrier, thanks for the explanation. You're right about TWC being such a different company than they were many years ago.

Those salaries really are obscene! Not only has the quality gone down but the bill has gone up.

[terrier3]

My favorite fix (it works more times than not) - just disconnect the cable at the back - let it sit for a few minutes, reconnect and it will re-boot.

Cable companies are doing so many upgrades now, the systems often need rebooting.