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Old 07-09-2015, 10:15 AM
 
945 posts, read 1,586,224 times
Reputation: 711

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Well I thought based in the upload speeds and the phone call we got telling us to go get the new modem, that I had been upgraded already. The rep on the phone stated that it will not be until the end of the month. I heard that two months ago. Yay time warner.
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Old 07-15-2015, 12:11 PM
 
46 posts, read 63,207 times
Reputation: 59
Default 100mbs

While I'm grateful for the increase from 12 to 112MBS, TWC has a LOT to learn about customer service.

I asked at least a dozen times and was told lies at least 8 times. They were "shipping the modem" but could not provide a tracking number. it did not arrive the day they said it would, etc.

They flat out lied to me. The reps must want to get you off the phone really bad and figure someone else will handle it.

I finally only got them to really ship one after I got a call that they were there to install it! I wasn't at home! The supervisor got it mailed. And I had NO RECORD of them ever setting up an appt to come and install it at my house.
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Old 07-15-2015, 04:34 PM
 
107 posts, read 114,645 times
Reputation: 64
Quote:
Originally Posted by SATXSATX View Post
While I'm grateful for the increase from 12 to 112MBS, TWC has a LOT to learn about customer service.

I asked at least a dozen times and was told lies at least 8 times. They were "shipping the modem" but could not provide a tracking number. it did not arrive the day they said it would, etc.

They flat out lied to me. The reps must want to get you off the phone really bad and figure someone else will handle it.

I finally only got them to really ship one after I got a call that they were there to install it! I wasn't at home! The supervisor got it mailed. And I had NO RECORD of them ever setting up an appt to come and install it at my house.
This was essentially my experience. They all told me when I called them back because the modem hadn't arrived on schedule that for some reason, my order had been cancelled. I also had two or three reps tell me they would personally follow up; they never did. I finally contacted them via FaceBook where I was told via PM's the issue wasn't with their modem, but with my personal router. This was a significant change because I was told by the numerous reps on the phone that TWC's modem was what was preventing the increased speeds. I still don't know which response is correct and I still don't have higher than about 12-15 MBS.
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Old 07-16-2015, 10:13 AM
 
46 posts, read 63,207 times
Reputation: 59
Quote:
Originally Posted by Tree Frog View Post
This was essentially my experience. They all told me when I called them back because the modem hadn't arrived on schedule that for some reason, my order had been cancelled. I also had two or three reps tell me they would personally follow up; they never did. I finally contacted them via FaceBook where I was told via PM's the issue wasn't with their modem, but with my personal router. This was a significant change because I was told by the numerous reps on the phone that TWC's modem was what was preventing the increased speeds. I still don't know which response is correct and I still don't have higher than about 12-15 MBS.

I got mine a couple months ago and all is well. But the experience gave me a new view on TWC.

Did you ever actually get a new modem? Did they ship it or deliver/set it up?

Last edited by SATXSATX; 07-16-2015 at 10:33 AM..
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Old 07-16-2015, 10:35 AM
 
557 posts, read 401,773 times
Reputation: 640
Why people still get their outdated modems from cable companies is beyond me.

Just buy your own, save the neverending 'rental fee' and enjoy a better experience!
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Old 07-16-2015, 12:02 PM
 
733 posts, read 868,630 times
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Quote:
Originally Posted by RadiantBaby View Post
Why people still get their outdated modems from cable companies is beyond me.

Just buy your own, save the neverending 'rental fee' and enjoy a better experience!
i was just about to post this. the people complaining about TWC mailing them a modem SHOULD have bought their own.. because who likes paying 8 bucks a month for a modem rental fee?

barring that, i know people complaining HAVE to have one day off... that they could have taken a few hours out of their oh-so-important lives to visit a TWC office and pick one up THAT DAY : smack:
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Old 07-17-2015, 06:19 AM
 
46 posts, read 63,207 times
Reputation: 59
Why should I buy a $150 modem? It's TWCs option to send me one and in 18 months it may be replaced (paid for by then too) Google fiber is coming....

I pay for their services and one of them is to send me one. Theres nothing outdated about the Ubee I finally got.

And yeah KM1174 my life IS oh-so-important, sorry about yours.
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Old 07-17-2015, 08:22 AM
 
1,175 posts, read 1,180,394 times
Reputation: 1330
Well, first of all a good modem isn't $150. Even at Best Buy you can get one for $130, you can find them cheaper if you look or are patient.
Secondly you save money buy getting your own. It would pay for itself in like 17 months, then after that you can save the $8 for a latte or lunch or whatever a month.
Third, just because Google Fiber is coming to SA, there's no guarantee it is coming to your neighborhood soon or ever.
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Old 07-17-2015, 08:53 AM
 
945 posts, read 1,586,224 times
Reputation: 711
I tested last night and got .57 down. I tested now and I'm getting 32 down. Something isn't right.
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Old 07-17-2015, 09:30 AM
 
1,175 posts, read 1,180,394 times
Reputation: 1330
Quote:
Originally Posted by blizzrd View Post
I tested last night and got .57 down. I tested now and I'm getting 32 down. Something isn't right.
It sounds like you're having some sort of signal issue if your speeds are that low. What modem do you have?
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