I am so sick of Time Warner and not only their service, but their so-called "customer service reps" that I am ready to scream!!!
First, since Mystro replaced Passport as our guide, it has been horrible. It doesn't give enough information and takes forever to look up show dates and times on other dates.
Even worse, every few days I use the guide, and especially when I hit B button to search for shows, it will announce it is loading data, then freeze up and shut down the box and tv, which will then reboot itself, but that takes time. I have reported this to Time Warner and the first few calls I allowed them to have me reboot to show them that this wouldn't work and it didn't. They also insist on sending a technician no matter what your problem, even when you know it doesn't require one (and I'm an engineer so I know my problem is a software issue that a tech visit will not help). Just because they would not proceed further unless I saw one technician and give me another box (another thing they insist on doing no matter what), I let them come on Feb. 2 and got a new box, full knowing that my guide freezing problem would not go away, but could use this as proof that I didn't need another box and therefore another technician to waste my time. Well, I was right. The Mystro guide continued to crash my system every couple of days and every time I reported it to a customer rep (always asking for a supervisor, but they always seem to be busy, and when you insist, the rep puts you on hold and no supervisor ever picks up. Once I waited for 40 minutes!!! The Level One reps are the worst and the only solutions they know are to reboot and send a tech and they sometimes insist no matter what you say! One must get very insistent with them and then a few of them have hung up on me or threatened to!!! This is inexcusable!!! One of them said a word I did not understand because he was from another country, and i asked him to repeat it a few times, I still did not understand his pronunciation, so finally he got angry at me and said he was going to have to end the call! What nerve these people have and they shouldn't be working anywhere with these attitudes!
Everytime I called I insisted that my call be reported to IT as a software issue that needed to be fixed by their IT engineers and only on ONE occasion was my call actually reported that way. Only one call actually reported the problem as the guide shutting my system down, all the others wrote whatever they wanted.
I know IT must fix this because two years ago I had a similar problem, but the thing that froze my system and shut it down was a daily intrusion of the Emergency Broadcast Test (which should only be every month) and it would stay on for 15 minutes and not allow you to change stations, reduce the volume nor turn off the tv! I kept reporting this and every time they wanted me to reboot and send a tech. Every tech said he couldn't fix it and a foreman was called and he couldn't either, so it was a IT issue!!! After 5 boxes, and no solution I REFUSED any more techs and I guess enough other people finally had this problem, because IT finally got on the case and fixed it. Certainly no box or tech did!
Now this new issue with the guide is happening and they're doing the same thing. The reps are insulting and liars! One rep tonight insisted on sending me one, and when I said the issue was IT related, told me he was going to send me an IT person to fix it!!! What a lie! I was furious.
Time Warner is filled with incompetent idiots who call themselves customer service (unless you're lucky enough to get a Tier 3 or Level 2 person) and if you ask the person you get what level they are, they will lie and tell you there are no levels (there ARE), or ask you "What are you looking for?" so when you answer they can lie and tell you that's what they are. What a joke!
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