Time Warner Cable’s idea of “service”
It started with two notifications we received via postal mail. First Time Warner was going to start charging us rent for an outdated cable modem. Second they were going to drop a number of cable channels, but if I acted now, I could request a digital adapter which would allow me to watch these channels on exactly one TV.
So I did some research and purchased a DOCSIS 3.0 compatible modem that can do IP V6, figuring that would future proof me for a while, and connected it up. I actually managed to get an IP address assigned, but everything I tried after that was redirected to a site saying that I needed to be “provisioned” and to call a number. Upon calling that number, I got connected with a person whose sole purpose seemed to be to upsell me to a higher plan. After I politely but firmly refused, I was transferred and placed on hold for about 30 minutes. The woman that tried to help me get connected couldn’t get it to work so she transferred me to level 3. Another 5 minutes later, a gentleman picked up and also had trouble. It took him about 30 minutes to get it to work — apparently they didn’t give him instructions on how to deal with DOCSIS 3.0 modems despite my picking one of the options on the list they provided to me. But he was pleasant and apologetic throughout, and eventually did manage to get it working.
The next day I drove 15 minutes to stand in a 20 minute line to do what amounted to a 60 second transaction: here’s a box, here’s a receipt. Thank you and goodbye.
As to the dropped channels... I dutifully filled out an online form requesting a digital adapter, and got first a confirmation and subsequently a notification that the order was “complete”... where the latter merely indicated that something would be shipping in 3-5 business days, giving me a confirmation number. That was 18 November.
The box never showed up.
Yesterday, the channels went dark, and I went online. After using Chrome to override my User Agent so that I could make use of their chat system, I waited over 20 minutes for a representative. After checking, he said that there was nothing he could do for me, and gave me a number I could call. I called that number and was told that the wait time would be more than 30 minutes. As the chat window was still open, I asked if there was anything else I could do. He said call back late in the evening when the wait times would be less. I was not happy and closed the chat window. I was then presented with a survey, in which I responded that the person was not able to solve my problem and that I was not happy.
I tweeted to TWCableHelp and got no response a DM five hours later asking me for my phone number. Before I went to bed, I sent an email. When I woke up I got a response indicating that the email had been forwarded to “our regional contacts”, who would be contacting me. They have not.
I called again, and was told that there would be a 20 to 25 minute wait time. It was closer to 30. I was told that another digital adapter had been placed on order. I asked for a confirmation number, and was told that she didn’t have one. I asked for an email, and she said that one would be sent within 48 hours. I was given a case number. And that was all she could do for me.
At this point, I have nobody I can contact, no tracking number, and no confidence that this time will turn out any different. And a number of black channels.
This process has turned a fairly complacent Time Warner customer into one that is actively seeking alternatives. In looking around, I see plenty of promo offers of more service than I have (basic cable and basic internet) for considerably less than I am currently paying. I am OK with waiting an hour or more for an answer, but I am not OK with having to be on hold for that entire time. And I’m definitely not OK with renting a separate box per device simply to get access.
So I am beginning my research: starting with looking for alternatives to cable TV. What I want is a single plan that allows me to watch whatever I want wherever I want. I am OK with upgrading my devices as long as we are talking about a purchase not a lease.
Any pointers people might leave in comments would be appreciated.