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Time Warner Cable Support Ticket - Terrible Service!

Time Warner Cable Support Ticket

Terrible Service! - Road Runner High Speed Internet

Created By: RaleighAttorney's Picture RaleighAttorney Last Reply: RaleighAttorney's Picture RaleighAttorney
Priority Level: [High] Status: [Open]
Created: 10 years ago Last Updated: 10 years ago
Department: N/A Replies: 0
Product: Road Runner High Speed Internet

I have had constant Internet problems since I moved into my new apartment in October 2008. The Internet mysteriously stops working and my network disappears. This has happened at least 5 times and 4 of the times it has necessitated sending a tech support person to my residence. I have had multiple problems calling Time Warner Cable . One time, every time someone tried to transfer me to tech support, the phone automatically hung up on me. Convenient. Most recently, I had to have a tech person come out at 10 am on New Years Day. My whole modem, which I am sure was recently replaced, completely stopped working altogether. He replaced it again, reset my network, and assured me I should have no more problems. On January 7, the Internet stopped working again. I finally had time to call on January 8 and spent the customary hour on the phone trying to get through the electronic menu and being told how to reset my modem which I am an expert at doing by now. I was transferred multiple times. The last person I spoke with said my modem was offline and they would have to send tech support out. He asked could they send someone on Friday January 9. I said no, that I had already taken too much time off work and could not be available. He asked if they could send someone out in the afternoon. I said no, and became agitated, explained that I was an attorney and had to be in court that day and could not be at home. He said he would schedule it for Saturday between 10-12. On Friday morning, my phone started blowing up, the same number calling over and over and over but not leaving a message. When I was finally able to excuse myself to answer the phone, it was a tech who asked me why I was not at my apartment, that I had a service call scheduled for that day. I assured him I did not, and explained to him it was supposed to be scheduled for Saturday. I have no doubt the person I spoke with on Thursday DELIBERATELY misscheduled the apponintment because I became agitated during the end of the call. I called Time Warner Cable after this to complain, which was no easy task. When I was finally transferred to the "right person" I explained my continued problem and what had most recently happened. He offered me one month of free Internet. I thanked him, and continued to finish my story, stating that the tech people were always friendly and courteous but each person had given me a different explanation of the problem and HE HUNG UP ON ME WHILE I WAS TALKING!!!!! I also know this must have been DELIBERATE because he obviously had my phone number and could have called me back if it was an accident! I finally called back again, and got a different rep, and was told that I had been credited for one month of service. I am an attorney and I depend on Internet to be able to remote into my work computer and communicate with my clients! It is very inconvenient to continually be without it, have this disruption in my life, and have to take time off from work! In less than 4 months TWC has had to send a tech out FOUR times! I wish someone would figure out the damn problem and learn how to treat people with decency and respect. Your employees clearly do not fear repurcussions as they misschedule appointments ON PURPOSE and after an extremely agitating ordeal and HANG UP on people trying to communicate their customer service issues!!! I am very dissatisfied and do not believe one month of free Internet is sufficient to compensate me, as it doesn't even work half the time anyways! Dissatisfied customer Heather Williams,Raleigh NC


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