Time Warner Complaint - Maximum Ineptness - Internet Access
LOS ANGELES, CALIFORNIA -- I had a legacy account - Adelphia - that offered a static IP address w/residential service. I need VPN to connect to my main office from my home office. Time Warner doesn't offer static IP w/residential service - only commercial. Yesterday morning, all went dead. The cable light went flashing and all net access stopped. I had an appointment and, since there have been a handful of hours long outages before, I left and came back about 4 hrs later. Still no access. Called them. They told me the reason that I had been cut off is that I hadn't responded to 2 letters they sent and 2 phone calls they'd made. Total lies! They never called or mailed - why didn't they email? They have my address. Anyway, of course, commercial costs more. When I agreed to the appointment (a tech had to come to my house), she TURNED MY SERVICE BACK ON! Just like that, Time Warner giveth and Time Warner taketh away. The guy shows up, pulls my old cable modem, installs a new modem/router combo, tells me I'm on my own with my Netgear router, and hits the road. My office tech co-worker helps me get the router changed to reflect the new Gateway IP, DNS stuff, and subnet mask info, but can't get the VPN to work. He thinks it has to do with the TW router needing something set (bridge mode?). He can't get into it, though, so I have to call TW.
Get this: They don't support the hardware they installed! I asked why they took my hw in the first place (I've asked everybody at TW I've spoke to), and she didn't know (same answer as the others). I asked if she could send the tech back and have my original modem reinstalled. Ready? "Sure, no problem." BUT not, again, ready? Until tomorrow some time. So, 2 days I've been messed with and it never had to happen.
If they'd just have called and said "sorry, you are going to be charged $25 more next month primarily just because we feel like it", I still would have gone off on them, but at least I would still have my service in place. Please, competition for TW!