I am a Time Warner Employee and foolishly took their services despite all the customers I met who were complaining. I am new to the company and did not know things were this bad.
9/24 Tech late.
9/24 Install tech Miguel installed services Internet and phone not working. Tech said he would rewire the house and install new equipment tomorrow. Job Number 749318
9/25 Tech arrived and installed new equipment.internet very slow and fluctuates. Cable TV works. Phone not working. Tech said the problem is the Tap and that he will have someone come and look at it.
9/26 Tech (Miguel) promised to return and finish the install at 6:00 PM. 7:00 PM no word from tech and the bedroom cable TV, phone and Internet is not working so I called customer service. I was told that I was getting free service and why am I complaining. I told them a free service is still suppose to work. I asked for manager. I was told I was not authorized to speak to a manager. Customer service agent tried resetting my modem. This did not work.
9/27 called Miguel. He said the problem was the TAP and there was nothing he could do about it. I called the help desk and they were rude and told me to talk to my supervisor.
9/28 Phone and Internet still down. Called Miguel. He told me there was nothing he could do and that I needed to call the help desk and ask for a supervisor. Customer service said rudely I was getting a free account and asked me who was my manager. I told her who my manager was and asked for her manager. She would not give me her name or the name of the manager. I offered to pay for the account if that would get someone to fix it. She implied that she was going to report me to my manager and said paying for the account will not escalate the issue. She said it would be October 3rd before they would send someone out to look at it. I told her that was not acceptable and asked her what was the escalation process. She said as an employee I should know the escalation process. She told me my only recourse was to talk to my supervisor. I talked to my supervisor and got nowhere
9/29 Service down for several hours. Came up and Internet speed very slow. Cannot access most web pages. Called Miguel and told him that he need to put in a ticket because they would not let me speak to a supervisor. He said he would put in the ticket today.
10/01 Phone and Internet down at 12:01
10/01 9:50pm phone and Internet still down
10/02 2007 10:30 AM phone and Internet down. Called Swat. They scheduled a line tech to come out.
Line techs came out and did something and services started working. They told my wife that they THINK they have fixed the problem.
10/10 9:00 PM phone and Internet out. Cannot record on DVR. TV signal bad. Called SWAT and got a massive run around.
10/11 Phone and Internet signal dropped to nothing. Called Swat got nowhere
10/13 5:30AM Internet and phone went down. Still down at 6:45 AM
10/17 Speeds fluctuating wildly (verified on www.speakeasy.com.
12:35 AM Download 245kbps Upload 808kbps
12:50 AM Download 111kbps Upload 812kbps
01:13 AM Download 30kbps Upload 757kbps
Called Customer Service and spoke to Chris. He opened ticket 50808182 and transferred me to Ramona. Ramona was extremely rude told me she had spoken to me before and that I had a choice to make. I asked her what choice was that and she said to go get another service. She said her extension was XXXX she opened ticket 115754
10/17 10/24 Service goes out every single night. Sometimes it will come back on around 3:00 AM most time not until sometime during the day.
10/24 it has been a month and the phone and Internet still goes out every single night and all through the day. Tonight we lost all services including cable TV.
10/25 6:20 PM phone and Internet dropped. Called Swat and spoke with Elizabeth. She claimed that tech called my cell phone and no answer. I check my cell phone and there was no messages or missed calls. I told her tech was lying. There had been no calls on my phone and no message from the tech. She rescheduled and gave me confirmation number 106536. She said tech had called the non-working phone rather than my cell and she the phone did not work he cancelled the ticket.
Then Elizabeth called me and said a tech would call and the tech called while she was on the phone with me but hung up before I could get it. Then cancelled to ticket. I called SWAT again and asked for Elizabeth and was told there was not way possible for her to be located had to start over with another agent who said the tech called and no answer so he cancelled the ticket. She sent an email to her supervisor. She said someone would call me and that she would call me herself. I told her if she calls me we would have the same problem all over again. She assured me we would not.
10/25 around 8:00 PM the tech shows up. He ran a diagnostic and tells me that he cannot fix the problem because it is in the lines. This is what I had been telling TWC for a month now. I told the tech I know that but TWC refuses to send a line tech and when they do the line tech does not show up. He said that his boss would handle it personally. I asked him his bosses name and he said XXXXXX but claimed he did not know his bosss phone number. He said the problem would be fixed tomorrow.
10/26 Phone and Internet worked from around 8:00 AM and dropped at 9:15 AM.
10/26 6:37 PM: returned home at around 6:15PM and got on the Internet. Phone and Internet dropped while I was in the middle of an important matter. Called SWAT and was told NO MAINT WAS SCHEDULED TODAY. I was told that it is scheduled for the 1st of November, however that does not mean they will be out by then. Maintenance has until the 1st of November to schedule a repair and it can be out as far as the 13th of November. I feel this is total madness and asked why are they refusing to repair the problem. I called my supervisor and he said come in Monday and do a customer resolution form.
This is no way to treat an employee and no one cares. I have exhausted all efforts to resolve this issue and now the only choice I have is to find a reputable company who will actually render the services promised. I am greatly disappointed in Time Warner. I no longer have the heart to sell their services, as I do not want anyone else to experience this madness.
This company will rip off its customers and employees. Do business with them at your own risk
Frustrated
DeSoto, Texas
U.S.A.
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