Time Warner Cable Complaint - Service Interruptions and Poor Response
DALLAS, TEXAS -- Reported outage of internet 4/13/09 and was promised technician visit 4/14/09 between 2-5 pm. They requested and I gave them my cell number because I could not monitor the number on the acct. They called the account number twice and cancelled the appointment. When I had not heard from them by 4pm I called and they said appointment had been cancelled because no one answered the number I had instructed them not to call. Rescheduled for 4/15/09 between 2-5 and gave them the cell number again. Again they called the number on the account. I caught the call the second time and got a sales pitch for an extra fee of $3.99 per month to cover the fee if the technician found a problem with the wiring in the house (which the predecessor to TW Cable installed.) I refused the offer and was told that I would be charged 49.99 if the wiring was found to be at fault.
The technician came out. He checked the modem and all wiring in the house, which he said was fine. He found the problem to be the TW signal in the alley. At least 2 of my neighbors had similar complaints and they came out and were told by the tech in my presence that he had to get someone else to work on the service from the pole. Service was restored that evening but the next day, 4/16/09 the service failed again, causing loss of TV and internet signal. Again today, 4/17/09 the internet failed. Called in to report problems and was told that I would have to stay available for at least 3 hrs to have a technician check out the house in spite of the OK report from 2 days ago. I told them that I would seek an alternative from one of the phone services.
I can not devote hours of my time daily several days a week for such nonsense. Dallas needs an alternative to TW Cable. Is there a city council person willing to tackle this problem?