Time Warner Complaint - Digital Cable - Digital cable and Internet access
IDYLLWILD, CALIFORNIA -- I have two homes in which I have subscribed to Time Warner for digital Television and Internet access. As a customer for years in my first home I have had no problems and still do not. However, in my second home, I have nothing but problems.
From the first day of installation, my cable has worked only part time, not working approximately 6 to 8 hours per day at various times. My internet access speeds vary tremendously as the quality of signal varies, and at times access is not there at all, or just drops out. This also creates problems with my VOIP phone service.
After numerous visits by Time Warner techs, I was told that where I live digital access is not available as the system is out-dated and is scheduled for an up-grade some time next year. Complaints via e-mail to Time Warner Cust. Ops. has proven to be time wasted as on one hand they say they can fix my problems, and on the other hand, they admit they do not have digital access where I live. I have repeatedly asked why then am I paying the premium price for digital access and cable when it is non-existent where I live? I have asked many times for some sort of discount and all I get is scheduled for yet another visit by their techs who then tell me the same thing each time; "This system is out-dated and not capable of providing digital anything" "Time Warner is aware of this and this area is scheduled for a system up-grade in the future" "There is nothing I can do to repair your problem".
I will add paste a few pages below of the e-mails I have sent and the replies I have received from Time Warner. You will either be amazed or amused at the inept handling of my problems by Time Warner.
(The following has had names, addresses, etc. removed)
(this is after several e-mails and visits by Time Warner Techs)( most recent at the top)
It seems to me that you have again done no more than try to placate me. You apologize for the issues and say that you are going to assist me to resolve these problems. Now I ask you, what do you expect me to repair on your system? With or without your assistance?
You have stated that my problem has been "escalated." Does this mean that it has finally been passed on to a supervisor as I have requested?
If the best possible level of service is your goal as you have stated, then you have already achieved the best possible with this out-dated system. Again, I am paying for premium service and not receiving it. This brings us back to several e-mails ago whereupon I request a discount on my subscription as I am not getting what you claim is "premium service."
Again, I ask that this be passed on to a supervisor for his or her immediate attention.
Date: Sat, 22 Dec 2007 14:10:43 -0800
Dear (name removed),
Thank you for your e-mail inquiry. I apologize for the issues you have been having with your services and I can certainly assist you to resolve this issue. We apologize in regards to any inconvenience that you may have had due to this matter. Time Warner Cable is committed to providing you with the highest quality of service, so your feedback is very important to us.The information you have provided will be escalated so that we can continue to offer the best possible level of service and support. I have also included our customer assistance group address for you to direct any legal manners to. We thank you for your ongoing support and patience with this issue.
I am including our previous correspondence to show our history with this on-going problem.
As per your last response to our problem, your technician has just left our home and the problem was handled in exactly the same manner as before, "this system is not intended for digital equipment. It will be up-graded at a future time."
Evidently, as you sit in an office in Los Angeles, you are not familiar with Idyllwild and the system serving this area. This is not a Fiber Optic system. It is the old wire on the poles system. Your technicians have told me that until such a time as the system is upgraded, this problem will not be repairable. By your own response to my e-mail, you have stated that the system is scheduled for an up-grade in the first quarter of 2008. Therefore, you are aware of this situation and are in denial.
As I have stated in my previous complaints, I am paying for premium service and getting somewhat less than my moneys worth. I have suggested that we receive a discount for our service until such a time as system has been up-graded, and your response was to schedule another visit by your technicians and telling me that this time it would be repaired. Again, this has not happened.
I am not the only customer in this area with this complaint. Anyone living here and subscribing to your service has the same problems as I have. I would imagine that they are as annoyed at this on-going problem as I.
Your immediate attention to this problem will be appreciated. I sincerly hope that your response this time will not be to suggest another visit by yet another technician that will tell me exactly what I already know, "there is nothing I can do."
Thank you for your time,
(my name removed)
> Dear (name removed),
> Thank you for you e-mail. We are more than happy to assist you with your
> question regarding your service, At this time we can schedule another
> technician to go and look for the problem, Your appointment is on the
> 12/22/07 between 9-12, Technician will go and fix the problem, Just
> let you know technician will attempt to call you 3 times before he get
> to your house to be sure someone over 18 years old in the house.
> We do apologize for any inconvenience regarding this issue
> If you have any further questions, Please do not hesitate to contact us
> back by calling us at the number that listed below or reply to this
> Thank you for choosing Time Warner Cable,
> My response
> Assuming that you can read, the problem was not fixed! How can I make
> this any clearer?
> Your technician said that there is nothing that he can do because the
> system is not intended to be used for digital use. You have stated that
> also, although in a different manner by telling me that the system is
> scheduled for an update in the first quarter of 2008.
> If you still cannot understand this, then please pass it on to your
> Dear (name removed)
> Thank you for your e-mail. We are sorry to hear that you have had
> problems with your premium channels. We will be more than happy to
> assist you with this issue.
> We do see that a trouble call was performed to correct the issue and
> that you were credited for the time between when the issue was reported
> and the time it was corrected. Unfortunately, we can only provide credit
> for the time that the issue was reported to be out. If you experience
> problems in the future, please contact us as soon as you experience
> them. That way, we will have the exact dates of when the issue occurs
> for your service and be able to apply the correct credits.
> If you have any further questions, please respond to this email or call
> our customer service office where agents are available 24 hours a day, 7
> days a week to assist you.
> Ask us how we can save you money with the new All The Best package!
> My response
> Thank you for the credit for the four days between the date I
> reported this incident and the date the problem was not fixed.
> As this problem has existed from the first day of installation,
> why haven't you addressed the remaining time we have not received
> value for our money. We pay for premium service and instead have
> received substandard service.
> If you would refer to our account, you will find that we also
> have the premium service at (address removed) in Bloomington and
> have not experienced problems such as this.
> A it stands, you are expecting me to pay for premium service
> while receiving substandard service at my Iyllwild home, and paying for
> and getting premium service at my Blomington home. Do you see
> anything wrong with this picture?
> I don't think that this is a fair deal at all. Surely there must
> be some sort of discount available for situations such as this?
> Thank you for your time,
TW cable response
> Thank you for your reply. There are system upgrades scheduled for the
> Idyllwild area to allow serviceability for Digital Phone in the first
> quarter of 2008. It is, however, not possible to guarantee that your
> residence will be included in this maintenance work, particularly if it
> is located in a rural area. I apologize for any inconvenience this may
> I have applied a credit to your account for your cable services from the
> time the issue was reported, 12/11/2007, to the date of the most recent
> trouble call, 12/15/2007, which came to a total of $7.51.
> If you have any further questions, please do not hesitate to reply to
> this message, or contact us at the number listed below. Our telephone
> representatives are available 24 hours a day, 7 days a week. Thank you
> for contacting Time Warner Cable; have a nice day!
> Thank you for your inquiry. To provide the billing information you
> requested, we need you to verify the billing name on the account,
> service address, account number, as well as the last four digits of the
> social security number provided on your account. If you are unable to
> provide this information, please contact our 24 hour customer care
> center at 1-888-892-2253 for further assistance. Once again we thank you
> for choosing Time Warner Cable and have a wonderful day!
>My response to a previous e-mail
> From the day of installation of your cable service we have not had a
> single day without some sort of outage, We have had your technicians out
> on two occasions and have been told the same thing by both technicians.
> "This is an ongoing problem in this area due to outdated system
> components. This system was not designed for digital access. Time Warner
> is aware of this and at some point in the future it will be corrected"
> Now I ask you, why should I be paying for something I am not receiving?
> What do you propose to correct this situation?