In October TWC told us to purchase a new cable modem of a type they specified. We did this. Ever since our old modem was disabled and our new modem enabled, our internet service has been unacceptably poor. Screens regularly take 1 minute to change. Hours on the phone and in online chats with TWC service people have been a total waste. We repeatedly requested transcripts of the online chats to be emailed to us for reference, which is an option offered on the TWC website, but none has ever arrived. The online people and the phone people cannot access each others' service records so as we have called/chatted with different individuals, we have to describe the problem over and over again and they instruct us to take the same diagnostic steps over and over again, and the problem is never dealt with. The customer service people are patient and courteous but they do not have the resources or, in many cases, the expertise, to address the problem. We are tired of this.
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