My name is Reuven Hayun. After nearly 15 years with AT&T, I decided to give Time Warner Cable (TWC) a chance. I logged to their website and solicited Internet Home Phone service. A mistake I will never make again. I had an installation appointment scheduled to Saturday, August 27. The technician did show up on time and spent many hours. At one point, when he was done: THE SERVICE WAS DEAD ON ARRIVAL! The technician claimed that its beyond his scope as the problem has to do with a general “outage”. I live in Tarzana, California and personally, I had NEVER experienced an “outage”. I told the technician that if that is the case, to re-install the AT&T line and to reverse everything he did. The technician said that if he will do so, I will “loose the phone number” (the same number I had since 1996). He also mentioned that “technicians are working on the problem and the service will be up and running in few hours”. I called TWC number at 855-889-4113 while the technician was at my house and they repeated his information. Patiently I waited few hours, days and now weeks (still down as of 9/8)!!! I called TWC on Wednesday on the following week and had the rep begging me not to cancel “I understand how you feel”, “This is not our standards”, “This never happen” etc. Thus promising me a free week, then two weeks of free service in order to avoid a cancellation. I called gain and got another technician dispatched 1 ½ week after on Monday (September 5). When I explained the technician the case and the fact that the wiring that was done initially looks like a mess in my living room, asking to relocate the modem, the technician said that he will be back on Thursday (September 8) to finish the job. He did nothing to see that the service at least working and waited again. On Thursday September 8th, yet another ultra-sensitive technician had arrived. I asked the technician to see about the malfunction (NO INTERNET OR PHONE STILL) as well as on the re-location of the modem. The technician was very combative: “Don’t need to get hard-time from you”, “I am TWC technician, not a contractor”, “you can have me look at the problem or cancel, I do not mind”. I mentioned to the technician that as far as I am concern, they are all TWC (outsourced or in-house) and I have been down for nearly 2 weeks. After the crappy showdown this fake cowboy had demonstrated and the fact I have been experiencing “Dead on Arrival” service, I asked him to disconnect his equipment and leave. Acting tough, regardless of his company’s crappy reputation, he reply now that “Let me check if I can pick the equipment up or you will need to call TWC”. Needless to say that he did not take the equipment back rather sending me to yet another wild-goose-chase with the TWC gang. All in all hours of wasted time, aggravation, and loss of work (to accommodate their appointment), I am migrating back to AT&T.
My conclusion: do not touch twc even if they give you a free furnished living room and 100” tv and the service is free for 25 years! Don’t do it, twc is the worst company i ever dealt with (and never will again).
Reuven Hayun.
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