Time Warner Cable Complaint - Chat Customer Service is Terrible
Below is a word for word exchange with TWC customer service. Issue still not resolved. Moving it 1 month and will not renew with them
David Smith: Thank you for contacting Time Warner Cable. At the end
of our chat you will be given the option of taking a brief survey. My
name is David. Please give me a moment while I access your account.
David Smith: Are you recording the show?
Jumpper_: I am on a chanel. start watching
Jumpper_: then press the pause button
Jumpper_: get up get something to eat, what ever.
Jumpper_: come back and start watching
Jumpper_: at the end of the hour
Jumpper_: the show I am watching is not over
Jumpper_: at that time, it jumps to live TV
Jumpper_: I miss the end of the show
David Smith: You are just pausing the show.
David Smith: So for you to view from the time you have paused it,
you should be recording it.
Jumpper_: for a few min 10 to 15....
David Smith: I will explain it to you in a better way.
David Smith: Have you scheduled the show which you have paused it?
Jumpper_: no, I press guide, look for a show, hay looks like
something worth watching.
David Smith: When you pause anything on the TV, only the screen is
paused not the show.
Jumpper_: My Old DVR did not care how long I paused the show.
David Smith: If you want to pause a show, it should be recording in
the back ground so that you can play it from where you have paused it.
Jumpper_: I could come back and start watching the show where I left off
Jumpper_: and I could watch the show ALL the way to the end.
Jumpper_: that is the problem, at the bottom of every hour, anything
that was time shifted with a pause, gets lost and goes to live TV
David Smith: Yes. The show should be recording in the back ground
so that you can play it from where you have paused it.
Jumpper_: It does that. where the probem comes in is that at the end
of the actual hour, It just jumps back to LIVE TV on that chanel
Jumpper_: I miss what ever time it was paused at the end of the show
Jumpper_: does this make sense?
David Smith: You cannot pause and play it from where you have left
it unless it was set for recording.
Jumpper_: 8:00(---watch TV----Pause for 10
min------watch----watch----*9:00* live TV
Jumpper_: The ----watch 10 min---)
Jumpper_: end of the show
Jumpper_: gets lost
Jumpper_: I watch 50 min of the show
Jumpper_: and the last 10 min of the show goes into thin air
David Smith: Have you set the show for recording?
David Smith: Do you see the Start Over option on the TV?
Jumpper_: some shows
Jumpper_: have the start over option but not all
David Smith: If that option is there, you will be able to get from
Jumpper_: not all shows have the start over option and by the time I
loose the end of the show, there is no more start over, the show is
David Smith: In that case, have you set the show for recording
Jumpper_: No I do not set the show for recording
Jumpper_: I should be able to pause a show
Jumpper_: and then watch it to its conclusion.
David Smith: Please set the show for recording.
David Smith: You will then be able to watch from beginning.
Jumpper_: My previous DVR's never did this
Jumpper_: I don't want to watch from the beginning.
Jumpper_: I want to watch the END of the show
Jumpper_: I have already watched the beginning
Jumpper_: I want the DVR to let me watch the whole show
Jumpper_: What should happen 8:00 CSI (----watch----8:10 Pause TV
8:20 Press play-----watch-------9:00--watch last 10 min of CSI)
Jumpper_: What happens 8:00 CSI (----watch----8:10 Pause TV 8:20
Press play-----watch-------9:00 Last 10 min of CSI goes away) Start
watching the next TV show LIVE at 9:00
Jumpper_: Anything? or should I switch to AT&T U-verse or Dish to get
a DVR that worsk right?
David Smith: In that case, please contactour customer service
department at 816-358-8833 or 800-531-2453
that is equipped to process your request.
David Smith: Is there anything else that I can help you with today?
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