Created By:	LindaNelson	Last Reply:	LindaNelson
Priority Level:	[High]	Status:	[Open]
Created:	10 years ago	Last Updated:	10 years ago
Department:	Customer Service	Replies:	0

End of August 2014, I finally threw in the towel and called Time Warner about the poor service. The inference throughout the conversation was that it was not their problem to deal with. So, considering we have not changed any equipment or our configuration, I kept track of the outages.

8/27/14 - 9:20AM - hard booted the system
8/27/14 - 10:21PM - rebooted the router
9/8/14 - 5:22AM - hard booted the system
9/12/14 - 4:57AM - hard booted the system (3 times); 1 hour and 14 minutes before it was working again
9/24/14 - 2:20AM - hard booted
9/28/14 - 6:31PM - hard booted
9/28/14 - 6:52PM - hard booted
10/3/14 - 11:27AM - local phone call dropped in mindstream
10/3/14 - 12:20PM - hard booted
10/8/14 - 1:10PM - dropped call in midstream
10/8/14 - 5:27PM - dropped call in midstream
10/8/14 - 6:10PM - hard booted
10/10/14 - 6:43AM - hard booted
10/13/14 - 9:34AM - dropped local call in midstream; hard booted the system to get the Internet back up - outage until 10:21AM

1) Time Warner told me to document this online - easier said than done when your Internet is not working; try finding the appropriate place to report this online once you do get the Internet back up!

2) I can expect an occasional dropped call with a cell phone, but a hard line phone line? Really? That is unacceptable.

3) Who has an hour every few days to completely reboot the system over and over again until you can get Internet access again? It is NOT my equipment, my computer or anything we are doing - it is Time Warner's lines and equipment.

This is a residence and I manage a nonprofit rescue from my home office. I can be right in the middle of a very important phone call and it disconnects.

This is just poor, poor, unacceptable service and we have a bundled product - cable, phone and Internet. We are changing our service plan... we do not get what we pay for.

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