Terrible customer service and Technical support! We have had internet, phone and cable service w/ Time Warner Cable since our move-in (Dec.09) and have nothing but problems since! The major problem is the wireless router/service, it is NOT consistent and never works. We have their wireless router (which has been replaced at least 3X over the last year) and as I mentioned it does not provide wireless service consistently.
I have called in complaints over and over again over the last year. Still sitting w/ the same problem-dropped and/or no connection. More recently (of which I have been documenting) – I had router and phone problems again. A service call was placed and responded to by a newby tech- the problem still remains- dropped and/or no connection.
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I have contacted the supervisory group and have spoken to at least 3, maybe 4 different local supervisor. Each have assured me that my business was important and they would take care of this situation. I was told that a senior tech. would come to my home and repair and/or note the issue-Again this was told to me on 4/5-4/7- NOTHING happened- no calls no tech, nothing! I contacted a supervisor AGAIN on 4/11 and again was told that the problem would be resolved and a senior tech would arrive at my home between 9-11am on 4/12.
This morning a tech did arrive but it WAS NOT a senior tech! Bottom line is that each time my problem is reported, the techs perform the same trouble shooting tests and/or diagnostics. Each blame the prior tech w/ comments such as “not enough power, we need to change router, etc” Even to the more recent comment of “well i don’t know, but let’s revert back to our old system, I will give you TWO routers.
One for the phone and one for the wireless (netgear) because the batteries in our current routers are what causes the problems!” This is border line ridiculous and UNACCEPTABLE. Right now a tech is outside doing the EXACT same things that the other techs have done in the past, ignoring what I am saying!!!! Why can’t this be resolved?
Why can’t TWC be up front and say that we don’t know what the problem is because our routers stink – and we will let you out of your lame contract so that you can pursue other, more efficient options! TWC is just a horrible company and if I could figure out how to escalate this I would. My family have been unable to work efficiently in this home. We pay over $200/mo for service and this is what we should expect?!
We live in Waxhaw NC, 7615 Westmont Way-I have lost work days waiting for TWC to come and fix this problem! I don’t know what else I can do at this point? Any suggestions? More recent tick#(provided by supervisors) are #5879207 and #5919706
