I had been having issues with the digital phone service, as always, with TWC. When FINALLY they decided to do something about it and sent a technicial to swap out my old modem for a new one since the phone service is connected to the modem. Sure no problem, but after the technicial left the internet wasnt working. I had to spend 5 hours on the phone with time warner just to gt this resolved. MANY times I had to call back MYSELF since they kept transferring me from one department to another over and over again and dropping the transfer each time. And whenever I was being transferred I would have to wait about a half hour for someone to finally pick up. Each time going through the same process over and over again, telling the rep on the phone I have a service ticket number, then being transferred to the wrong department after waiting up to 40 minutes just to hear someone say "Oh this is the wrong department, let me transfer you back" and waiting another 40 minutes to hear this same nonsense again. Eventually I got to a rep who looked at the problem and said, "I dont know why they transferred you so much. Its a very simple fix", and to his credit tried to fix it. Before they cut me off. Again. And thus started another 2 hrs of trying to navigate back to their tier 3 department and an extremely helpful rep named Gary who understood all the trouble i was going through and was able to fix it, but not before taking down my number and in case he needed to call me back as he said is the protocol and the other reps should have been following. He did something called a warm transfer which made the other rep pick up right away, not sure why no one else did that before. The next rep who was supposed to be in the codes for my wifi. Had no idea what to do and transferred me again back to tier 3... After another 20mins when someone from tier 3 picked up he said the rep who transferred me here didnt do anything correctly and he eventually did everything himself. Later on i got a call back from Gary who made sure that everything was okay. I'm just waiting for verizon or comcast to have services available in my area so that I can switch from TWC and will NEVER recommend them to anyone. If necessary I will even move to somewhere else where another provider is available so I dont have to deal with TWC
0 comments