Time Warner Cable
No Internet, Cable and Phone Service - CABLE, PHONE, INTERNET

On March 20 we had lighting strike our condo. As of that day we still do not have Internet, Cable or Phone service. I contacted TWC Customer Service requesting service. Job#674832 was assigned.
March 21-David (Tech) with TWC arrived, after finding that the main cables in attic was smoked and DCOM would be responsible to replace. I provided a contact Phone# since the home phone was out.
3/23- called TWC Customer Service for update. No the Job#674832 was cancelled... I asked WHY? CS Rep stated a call was made to home phone * phone still dead, it said nuber has been disconnected. I said of course it's out of order lighting struck it, Internet and Cable March 20.

3/23-Called again-CS Rep. Said i will assign another Job#704762. Someone will contact you to set up appointment. NO CALL.
3/26- Called again CS Rep. Said Job#704762 still open, no appointment date.
NO CALL
4/2- Called again CS Rep. Stated, a called was made on 3/27. I asked, what number was called he said phone number linked to your TWC account, I said OMG how many times do i have to tell you people the number linked to our account has not worked *since March 20. Job#9090578 was cancelled! The CS Rep (Cesar) said you are correct they should have contacted you via number noted. He assigned another Job#9192347 stating that someone would be calling withing two hours to set service appointment. Also, he noted that credit to be given for time service has been out. NO ONE CALLED.
4/6-Called again... CS Rep. Said we will have to send a Tech out, i said a tech has already been to asess the problem. I was so frustrated that i gave in for (second) Tech to come to home.
4/9- Tech... Nate *he deserves a superior award* listened to situation. He said let me contact a Supervisor, he did Supervisor said that is unacceptable they have been without Cable, Internet and Phone service since March 20.
Nate asked what contact number was on the account. Come to find out a number was transpossed. Supervisor assigned Job#704762 for DCOM. He said i would have to contact TWC CS and give this number to them, stating that it was to go to DCOM. They will contact you within the next couple days. NO CALL
4/16- Called again, CS said job still open. I hung up very disgussed!
We gave it a rest just couldn't call again and hear the same crap.
4/27-Called again... CS Rep Tera, i said please let me speak to a Supervisor. She asked me to explain problem-i did and ashame but i broke down this has been a terrible situation! Tera, asked Eric (Supervisor) to speak with me. He said Ms. Jones i do apologizes but i'm in Sales please let me transfer you to the Austin CS so they can try to clear this up and get someone out.
Connected to Herb, explaining the issue from beginning again, he asked if i would hold allowing him to contact a Supervisor, I agreed.in a few minutes Herb returned to line stating his supervisor had sent an e-mail to a person at DCOM trying to get a date. He said i can call you back when we hear from them, I said i have heard that so many times Herb said Ms. Jones i will follow up with you between 1:00pm-2:05 today with an update. I truly didn't think he or anyone would call because no one has since March 20.
Herb called around 1:30pm to say they were still waiting to hear from DCOM.
Also TWC Accounts Receivable wants payment on our account which hasn't worked since March 20. Guess payment for none service is the way business is conducted.

Just in case someone might need contact number (that works)

512-965-7306 (Cell)
Kathy A Jones
Austin, TX 78753

Note: Thanks to our neighbor that has AT&T U-Verse allowing us to use her Wi-Fi or we wouldn't have been able to conduct our work.

Company: Time Warner Cable
Country: USA

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