Time Warner Cable
Internet Problems

I moved into a new apartment in October.instead of transferring my existing service with Time Warner Cable, I was told by a rep I had to completely close out my account, return everything, and then start a new account to take advantage of the special offer TWC had with the complex. This was inconvenient and expensive. Since I moved in, I have had constant Internet failures and they have had to sent a tech out FOUR TIMES in less than four months. Each time, my Internet mysteriously stops working, I spend an hour on the phone trying to get through to a live person, am instructed to try and reset the modem which I have already done, and then told they will have to send a tech out as my modem is mysteriously offline, and my network has disappeared. Each time a tech has come out, they give me a different reason for the problem. Most recently, a tech came out on January 1 and told me my whole modem had "blown up" and was completely dead and he had no idea why that happened. On January 7, the Internet stopped working again. After spending the customary hour on the phone with TWC customer service on January 8, I was told again they would have to send a tech out AGAIN. I was told someone could come out on Friday the 9th. I explained to the person I could not take any more time off work to deal with this. The rep then asked if they could send someone Friday afternoon. I became agitated and told the rep that I was an attorney and had to be in court for a hearing on Friday and could not be available that day, after giving him a piece of my mind about my constant internet problems which I know he could care less about. He told me he would send someone out on Saturday the 10th from 10-12. On Friday morning, my phone started ringing over and over&the same number each time. When I was finally able to excuse myself to answer it, it was a tech from TWC asking me if I was at my apartment, that I had a service appointment. I explained to the tech that the appointment was supposed to be Saturday, not Friday, as I had gone into great deal explaining to the person I talked to on the phone. I have no doubt that the person I spoke with deliberately misscheduled the appointment because I was hostile at the end of the call. So friday I call to complain which is no easy task. After being transferred several times, I was again transferred to the tech department to complain. I told my story and was offered a month of free Internet. As I attempted to finish talking, the rep hung up on me. I also believe this was deliberate, as had it been an accident, the person obviously had my number and could have called back. I called TWC back again and was transferred to a different person. He assured me that I would have a month of free Internet. Well, I guess something is better than nothing. But after all the work I've missed, time I've wasted on the phone, and dealing with these people who obviously fear no repurcussions for their actions, I think I deserve more like 5 years of free Internet. We'll see how long it stays working this time. Unfortunately, because TWC has a monopoly on my area they are the only internet service provider I can use. This is what happens when a company can circumvent competition!

Company: Time Warner Cable
Country: USA

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