Time Warner Cable chokes customers

Time Warner is testing throttled — severely throttled — tiered pricing for internet access, putting it at odds with its customers, with the media industry, and with the future of the internet. I’d like to discuss how they could think differently about their business and customers. What if, instead of a gatekeeper, they saw themselves as platforms or technology innovators or catalysts or enablers?

The AP reports (via PaidContent) that TW will charge subscribers in Beaumont, Texas, will be charged $29.95 a month for slow service at 768 kilobits per second and a 5-gigabyte monthly cap up to $54.90 per month for 15 megabits per second and a 40-gigabyte cap; going over will cost them $1 per gig. For scale, the AP points out, a standard def movie is about 1.5 gigabytes and a high-definition movie is 6 to 8 gigs.

So Time Warner could end up charging customers more for watching a movie than the service selling the movie, whether that is iTunes or Netflix. I’m sure that’s quite on purpose. It is TW’s FU to the net neutrality debate: If we can’t gouge both ends of the pipe, we’ll doubly gouge the one that is stuck with us.

I happen to know that cable companies were making roughly 40 percent margins on the internet access a few years ago. Since then, bandwidth costs to them have been doing down but those savings have not been passed onto customers. Meanwhile, equipment and marketing costs are being amortized. So I’m betting the margins are only getting better. Their poor-mouthing is disingenuous at best. Still, they say that 5 percent of customers take up half their bandwidth and they say that’s not fair. So some cap may be reasonable. Note also that Comcast Corp.is considering a cap of 250 gigs/month. The problem to date has been that cable companies have not told customers their caps or their recourse (witness the throttling of Dave Winer by cutting him off).

TW’s cap is unreasonable and it is nonsensical as a business strategy.

Start with the basic lesson Tom Evslin taught us about internet usage. He, as I’ve pointed out here before, is the unsung hero who made the internet explode when he offered $19.95 flat-rate, all-you-can-eat dial-up access at AT&T Worldnet. Here is his view of subscription pricing and caps. From the AP story: “‘The metered Internet has been tried and tested and rejected by the consumers overwhelmingly since the days of AOL,’ information-technology consultant George Ou told the Federal Communications Commission at a hearing on ISP practices in April.”

We the customers don’t like worrying that we’re going to go over and so we use a metered service less and resent it more. It’s just not good for TW’s relationship with customers — all customers not that 5 percent they hate — to make them all try not to use TW’s service. That is a conflict.

TW is also in a conflict with media models — and you’d think they’d understand that since they are coming out of a media company (though, believe me, having worked there, synergy is not a goal, it is treated as an evil; Warner fought TW Cable hard to try to stop them from using the Roadrunner brand). The essence of the media model is that you want your customers to consume more and more: more pageviews, more shows, more podcasts, more, more more. TW Cable is making itself the enemy of more.

So now both ends of the pipe will hate TW Cable, though TW cable won’t care because it is still a monopoly in most markets. But here comes competition from Verizon. And someday, I still hope that we’ll get mesh and mobile networks to compete with the duopolies. So the monopolistic screw-your-customer model is not a strategy for the future.

So what is a cable company to do?

For starters, it’s a hopeful sign that Comcast is working with Bittorrent to figure out how peer-to-peer can be a friend, not an enemy. Comcast is still reportedly secretly throttling P2P and certain other classes of traffic; that’s evil. But if cable companies used P2P to make their networks more efficient, that’d only be smart.

It’d also be smart if they became technology innovators bringing mesh networks to their own communities before new players bring in wireless competitors. What if I could get online anywhere in my town or my state thanks to my cable company? I’d have a deeper, more loyal relationship with them. But not if they tried to throttle my use of their service unfairly.

Next, if cable companies thought of themselves as platforms for local content creation and media, they’d increase usage and under their current business logic, that would be bad. But if they were built to take advantage of local media, it would be good. What if they encouraged and enabled churches, schools, clubs, sports teams to broadcast over their network? What if the cable company sold local advertising on that? What if they shared revenue with the locals to encourage them to do more? The cable company would explode uploads and downloads and but they would make new money on that traffic and build a stronger relationship with customers and the community. That’s a different way to think about the cost or the benefit of traffic.

What if the cable company became a host for media and content created in the community. They could charge me a reasonable rate for storage and bandwidth or, again, they could monetize my media and make us both money. Why haven’t cable companies been thinking like Amazon and now Google have to create the means to enable people to build content, services, and businesses atop their services? Because cable companies think like closed, monopolistic utilities and not platforms.

Now I look at my cable operator as the company that tells me what I can’t do, that has a bunch of rules and is always breathing down my neck to stop me from doing what I want to do, that is trying to nickel-and-dime me at every turn and charge me for things I don’t want.

What if, instead, I looked upon my cable company as a platform: a platform that helped me create content and benefit from that, a platform that connected the community better, a platform that served local businesses in new ways (beating newspapers and radio stations to the punch), a platform that kept me connected all the time, anywhere, easily? What if?

: Here’s the BBC getting internet customers to track their bandwidth and map it. The same issue is underway there as the BBC iPlayer is changing the way people watch TV and using a lot of bandwidth. The ISPs, a whining bunch, are complaining that some of the Beeb’s license fee should go to them. Maybe they, too, should look at new technical solutions that allow them to P2P the BBC’s programs.

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  • http://www.cincomsmalltalk.com/blog/blogView James Robertson

    Jeff,

    See my post:

    http://www.cincomsmalltalk.com/blog/blogView?showComments=true&printTitle=Metered_Net_-_the_MPAA_at_Work&entry=3389939043

    I think this has nothing to do with net neutrality, and everything to do with old media trying to institute a way around Apple’s (et. al.) pricing model.

  • Mike

    Real nice post Jeff.

    This is all about the active users of the internet rather than passive users of tv. Internet companies havn’t quite figured this out yet.

    You’re right though, we need that much more competition for platform services to get the change you’re talking about:

    “It’d also be smart if they became technology innovators bringing mesh networks to their own communities before new players bring in wireless competitors. What if I could get online anywhere in my town or my state thanks to my cable company? I’d have a deeper, more loyal relationship with them. But not if they tried to throttle my use of their service unfairly.”

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  • Mike

    I am confused about the concept of net neutrality-and with the comcast cap in particular.

    My take is that Comcast has the right to charge active users more-on either end of the “pipe”-just that they do it consistantly and transparently. In other words, not like cable tv where certain studios/networks get the best/only slots for viewership.

    But when I read the definitions for net neutrality- they are all over the place.

    This above blog post puts it out there that the cable companies are just stupid for being closed networks and trying to charge certain people more-but really there is not that much competition for platform providers.

    So is the answer just wait for the competition to come….or what?

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  • http://greenteeth.blog.co.uk/2008/06/02/big-new-idea-from-america-that-will-not--4258982 Ian Thorpe

    Only fools and dreamers ever believed this was not inevitable. From a background in telecommunications media I can tell you the figures you quote are crazy. There is a lot more to a broadband network than the connection to peoples’ homes. Companies invested big money and sometime there had to be a return on that investment.

    With advertising revenues stagnant and looking set to fall be ready more more service providers treading this course.

    Stop being a geek Jeff and see the web for what it always was, an idea that had failure built in.

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  • http://n/a Steve Speir

    Ian Thorpe’s comment that only “fools and dreamers” oppose Time Warner’s attempts to gauge consumers is offensive to me personally. Thank heavens we have a few fools and dreamers left in this country.

    We need to get every politician running from city council to the White House on record on this issue and start using it in forums, town hall meetings, etc. to identify those lining up with the giant telecoms and those with the average working person.

    There has never been a time that unfettered access to information has been more important. Recommend the excellent article in June 16 issue of The Nation on “Who Will Unpolug big Media?” by Robert McChjesney and John Nichols. As well as Chris Hayes’ excellent piece on Lawrence Lessig and his theories on process reform.

  • http://robertdfeinman.com/society robertdfeinman

    Verizon Fios prohibits running a web server using their domestic service. The average web server that a person would run from home probably generates a tiny amount of traffic, but there are no restrictions (yet) on downloading large files like movies.

    Apparently the idea that someone might be trying to make some money using their service is what is bothering them, rather than actual load on the network. By the way, when I found this out I asked about a business line and was told it wasn’t available at my location.

    Once again the joys of (shared) monopolies.

  • Paul Evans

    This wouldn’t be nearly as bad if cable and telcos didn’t spend more money on trying to protect their monopolies than they do on developing their infrastructure. Governments from locals to national have played along. The result has been huge profits for those monopolies and stifled innovation for the rest of us. While many places in the world forge ahead trying to figure out how to develop the internet of tomorrow, we stumble in this country because the companies that own the networks are for more interested in protecting their slice of yesterday’s internet.

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  • http://www.nevisblog.com/ Nevis1

    Love it! Love it! Love it! Here in Toledo, I use Buckeye Cable, and while it is a bit high, the service is very good and no capping. I pay $69.95 per month with 1000 kbs up, and 12,000 kbps down. In reality I often see performance above these figures. I spoke to a tier 2 buddy of mine at Buckeye, and he tells me that Buckeye pays about 12 cents per GB of usage, so they are definitley making a HUGE profit. Thanks for this post and I submitted this to StumbleUpon for you.

    Cheers!

  • Annette Cox

    I have just been through two weeks of hell with Time Warner. My house was hit by lightning taking out my cable, internet, and phone. This happened on a Sunday evening, so I arrived at the Time Warner office on Monday morning at 8 to report the problem. Working from home, I am totally dependent on these services. I tried to be nice and patient with employees I know are underpaid and undertrained, but after two weeks it is impossible. The company certainly isn’t wasting any money on infrastructure or expertise on that infrastructure. Every repairman has had a different story. One barely spoke English. “It’s a trap on the line;” “you need new wiring;” “you need a new box.” The lesson here is don’t rely on Time Warner and especially on the digital package. One bolt of lightning and your business will be ruined.

  • Levi

    I appreciate your concern, Jeff, but I don’t think you understand the whole picture here. I work very closely with an ISP in the upper midwest and also a former warez whore. I understand your position on the matter.

    The reason Time Warner, and other ISP’s, have considered this model is due to utilization. Average internet usage in the US is rising sharply, due to services like Netflix Watch Instantly and the new trends in internet video sites and video on social networks. Usage statistics report that 5% of the users account for over 50% of the traffic. I’m sure most ISP’s will see similar trends. These 5% are responsible for pushing so much traffic, it impacts or cripples the site or node they are connected to, increasing the costs associated with operating that site. Not only do they increase costs, but they also negatively impact the other 95%.

    Imagine a scenario where everyone paid a flat rate for water usage. A handful of people using a significant portion of the water pressure would leave the rest of the neighborhood without ample pressure to water lawns or even take showers. A natural response would be to charge that small amount of people more. Time Warner is simply trying to do that.

    Maybe the model they laid out isn’t the best, and I think there could be better priorities as far as money is concerned, but the options are: charge everyone more, shut off the 5%, or find some middle ground where everyone pays for their impact on the network. Internet is not a service like DirecTV. It is a utility, like water or electricity. The sooner people realize this, the sooner they will have realistic expectations.

    I guarantee all the other ISP’s in the nation are watching this trial, waiting for the results.

  • Dan

    It won’t work. When the so-called “gatekeepers” of the Web gain a control that appears tyrannical, a new service provider will give unfettered access for us die-hards. We millennials will never support this kind of bull smack. Worse comes to worse, grab a wi-fi card and head to any urban location.

    Paying for internet access is so 1990.

  • fios

    fios!

  • David Linus

    With all the recent news on what TM is doing, its no wonder why so many are jumping ship. For me, what kept me on were the LEGITIMATE newsgroups access they had to offer. With that gone now, my motivation to stay is non-existent. Luckily, I found another usenet provider, newsdemon.com that lets me access the newsgroups. Now I just have to find a reputable ISP.
    D. Linus

  • http://www.freewebs.com/oneyeopenproductions Vicki

    TWC is a monopoly and fits into the greed of our world of the powers that be.
    I spend a lot of time on the internet. I upload videos and have found a lot of online services to help me get funding for my documentary. TWC is unreal and as soon as Grande.com comes to South Austin, I am changing over to them. This is unreal and not customer oriented and a control factor of the powers that be in the world. Greed Greed Greed!

  • Ken Mitchell

    I always pay my bill on line. This time when I went to pay, I got this screen:

    Your browser is not supported at this time.

    Browser identifier: msn
    Browser version: 9.0
    Browser major version: 9
    Browser minor version: 0
    Browser engine: msie
    Browser engine version: 6.0
    Full user agent string: mozilla/4.0 (compatible; msie 6.0; windows nt 5.1; msn 9.0;msn 9.1;msn 9.6; msnbmsni; msnmen-us; msncia)
    Operating system identifier: win
    Operating system version: xp
    Is Flash installed? Yes
    Flash version: 9
    Are popups allowed for this site? Yes
    Newest version of Javascript supported by this browser? 1.3

    Supported Browsers:

    name: msie; minimum version: 6.0; maximum version: 7.0
    name: firefox; minimum version: 2.0
    name: mozilla; minimum version: 2.0
    name: safari; minimum version: 3.0

    When I called them, they told me that I should get Earthlink browser.

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  • ZeTo

    It is quite unfortunate that time warner advertisements are all lies, much like fast food photos, when the junk you get and pay for is not even close to the liar photos. time warner has piss poor service, and for tech support you’ed get better results from a monkey, do they even have a chain of command? if so then why does time warner pride themselves with bottom feeding, Leeches, Thieves, with no accountability. You people suck. VERIZON is the way to go!!!

  • ZeTo

    time warner Greed has blinded you folks foolishly to reality, are you all even aware that the shows you run, and charge what you do for movies can be viewed on hulu for free? and then you bottom-feeders are so greedy for money that you thieves are billing people for movies they did not rent from you, or viewed at all, then you bottom-feeders report your greedy lies to the credit bureau. and at the tune of $45.00 AFTER I had closed my account and returned your equiptmentand paid off what I was lead to believe was all the money I owed at the time, By the way I have the reciepts. and get this I AM A CURRENT ACCOUNT HOLDER WITH YOU people, I questioned if you folks were in the habit of allowing someone allegedly owes you money to open, or re-open an account? I will CANCEL my account with you thieves, and Verizon will be your replacement. And as for the $45.00 I do not owe you thieves a dime, and I will allow you bleed me for money I do not owe you. you people should put a better system in place to accurately, rightfully stay on top of facts, before you get your selves caught by the right Agency. I will continue to blog until every one is well informed about dishonest bottom feeding time warner.

  • ZeTo

    time warner Greed has blinded you folks foolishly to reality, are you all even aware that the shows you run, and charge what you do for movies can be viewed on hulu for free? and then you bottom-feeders are so greedy for money that you thieves are billing people for movies they did not rent from you, or viewed at all, then you bottom-feeders report your greedy lies to the credit bureau. and at the tune of $45.00 AFTER I had closed my account and returned your equiptment and paid off what I was lead to believe was all the money I owed at the time, By the way I have the reciepts. and get this I AM A CURRENT ACCOUNT HOLDER WITH YOU people, I questioned if you folks were in the habit of allowing someone allegedly owes you money to open, or re-open an account? I will CANCEL my account with you thieves, and Verizon will be your replacement. And as for the $45.00 I do not owe you thieves a dime, and I will NOT allow you people to bleed me for money I do not owe you. you people should put a better system in place to accurately, rightfully stay on top of the facts, before you get your selves caught by the right Agency. I will continue to blog until every one is well informed about dishonest bottom feeding time warner.

  • ZeTo

    time warner’s Greed has blinded them foolishly to reality, are you all even aware that the shows you run, and charge what you do for movies can be viewed on “hulu” for free? and then you bottom-feeders are so greedy for money that you thieves are billing your customers for movies they did not rent from you, or viewed at all, then you bottom-feeders report your greedy lies of dismay to the credit bureau when we do not fall for your thievery. You thieves have billed me for $45.00 AFTER I had closed my account and returned your equipment and paid off what I was lead to believe was all the money I owed at the time, By the way I have the receipts. and get this I AM A CURRENT ACCOUNT HOLDER WITH YOU people, I questioned if you clowns were in the habit of allowing someone you alleged owes you money to open, or re-open an account? I will CANCEL my CURRENT account with you thieves, and Verizon will be your replacement. And as for the $45.00 you thieves claim I owe you. You thieves are not going to get a dime, and I will NOT allow you people to bleed me for money I do not owe you. You people should put a better system in place to accurately, AND rightfully stay on top of the facts, before you get your selves caught by the right Agency. I will continue to blog until every one is well informed about you dishonest bottom feeding thieves. time warner It seems you monkeys are against accountability.

  • Aloha Jonny

    This is ridiculous! its is becoming more inexpensive to provide service faster and bigger so, to charge more is flat out unethical for being a positive business in society to benefit us all! This will kill online programs that use average consumer CPU cycles for calculating things that are for all of humanity! this will make us all just like we were with newsprint limited! The haves will be again be seperated from the have nots! I hate the bandwidth cap and tier billing is ridiculous we should have stopped them with cell phones but its too late for that so lets just make sure we don’t do this twice with out home services! free the net!
    concerned internet guy

  • The Agent

    First thing, i don´t even know why i read this on my day off, like if i don´t hear enough complains every day, as far as i know you can actually open a commercial account with TWC it is a special department, if you decide to run a website you will affect your neighbors, who will experience slow internet, or interruptions in the service that is for sure, i think commercial accounts have no extra charge, i have seen a couple of them some are even cheaper but of course whenever i got a customer that starts babbling about things that i don´t care i just focus on what is important, if you want to get a better deal for your internet just call to the right department, don´t call tech support to ask about your statement call billing, don´t call cust care for offers call sales, don´t call sales because your service is not working, call tech support, also check your computer, don´t expect help to install your router, if you got one good for you but if it does not work then you need to call your router manufacturer or the store. Be nice with the other person in the line he/she is the person that will help you… or not, don´t ask for a supervisor unless you are certain that.. a) the agent was giving you a bad attitude, b) you got a really BIIIIIIG issue and the agent is been stubborn. or you are make a fool of yourself. a sup is not going to give you a better appointment why? because he does not has one, plane and simple, unless someone cancel. PFFF stop asking…. where are you located, come on!!! my own stupid neighbor ask me that, too bad i can´t reveal my location or i would have smack him. Don´t treath with…. i will cancel…. if you are going to, then call and say… i want to cancel my acc. Don´t expect to get an app for the same day if you are calling at 5 pm. I am more convince everyday that you get what you deserve. If your internet comes and goes often, i am talking about 3 times during the last week, call, that is not normal you can reset your modem but why wait until your modem does not work at all. And provide important information, i was doing this, when this happen bla bla bla, but seriously it feels so good when you can help someone that has been nice. Be sure your computer works… seriously i got a cust that request me help to access her internet, what would you think…. i can´t access my internet, my other computer can connect but this one does not let me, it is asking me for a password. what do you think could be mmm ok the internet password, no? then the wep key, no? then mayyyybe the mac address would be strange but who knows, could work, let´s make a try, no, and so on, and on, she setup the pass and forgot it . however she only refer to “my mail” and “my internet” until i got a hintch checking the notes she had call 3 times during the day ok, reboot your computer, here we go, click on my documents…. I can´t i am stuck in the same screen asking me for my password… is that a blue screen? yes
    are you able to access windows? no, that is the password i am asking you.
    place here any though you would have. even after i inform her that was a computer issue and she needs to contact her comp tech or manufacturer she call 3 times after that!!!! with the same thing until i place a huuuuge note with *********** to make it obvious******* on the notebook because she knew the prob was the comp. well in anycase a smart customer will get the better deals, and the better connection if TWC is that is great if it is not too bad get a diff provider we also get customers from different providers that got tired of them, oh finally an outage NEVER last over 24 hours only hurracaine dolly and another 2 events have been that big. I am not going to reveal all the politics and all you can get you would be shocked make some research if you are well informed i will guarantee you… a) techs will go to your app on time, b) you will get a better deal, c) you are going to love your internet, no matter wich provider you got.

  • joshua

    I have had Time Warner Cable since the end of January and have had the most horrible service I think I could ever have. I have had to take my cable boxes back to the local office multiple times and have had 2 service calls to my residence. Everytime I take my boxes back, my cable works fine for about 2 weeks, but shortly later I start missing channels. After each service call I have been told that my cable lines are fine and that it is the box. I can not understand why it has to come to me writing this letter to get some help on this matter. Not only do I feel like I’m already paying too much for service, I’m not happy at all with the service I’m paying for. The only reason I stay with Time Warner is because they are the only service provider that services my town home. I feel that I have been treated unfairly and I don’t plan on stopping my complaints until something has been done to repair my service COMPLETELY! I will post this message on every blog, website, customer review site that I can find.

  • Ed Abel

    Another Time Warner mess…. What is the story with these large companies and there interest in Customer CARE! Once again Time Warner fails and they think it is my responsibility to once again stay home waiting for them to show up to fix there issues… Not once was anyone who I spoke to empathetic with the situation. Cable works fine till 4pm, just in time for the JETS… Living room filled with friends and BAM!!! I cant get the main channels… We all know the routine… Dial the number, Press 1, Press 2, Press 3 then hold for 10 minutes cause they are busy with all their unhappy customers… Then complete security clearance, not even, how am I doing…. Finally we get to my problem, and it is ,…. oh, so sorry, we will have to send out a technician to bring you another “Card”… I am like are you kidding me… The card just breaks… Just doesn’t happen like that…

    So, I ask for a supervisor… They will call you back… 1.5 hours later I get a supervisor… Who could give a rats xxxxx as to the situation. He was Just a Droid… just another useless person in the system unable to make a decision to make a customer happy… I don’t think these large companies understand any longer what does Customer service mean… The problem is that FIOS from Verizon will probably not be any better… So we are just left to deal with this and pay the bill… HOW FRUSTRATING!!!

  • http://www.islate.org ipad

    The cable companies don’t have the right to throttle or charge customers what every they want. Cable companies have been given a monopoly by local governments so that means that they need to be controlled, they’ve been getting away with robbery for way to long.

  • Patricia Ramirez

    I received a letter from Brad Wakely on 2/24/10
    Dear P Ramirez.
    At the end of 2009, Time Warner Cable underwent a conversion of our billing system. An important aspect of this conversion was the assignment of a new account number to our customers.
    Our records indicate you are still using your old account number from our former billing system that is no longer valid.
    To avoid a possible misapplied payment and interruption of service, we are asking you to inform your financial institution as well as your electronic bill pay system, such as a Bank Bill-Pay service, of your new account number.
    Any delays could result in LATE FEES OR DELINQUENT CHARGES TO YOUR ACCOUNT!
    Please note that this does not affect our customers using PayXpress and if you would like to switch to a PayXxpress account, you can register online at timewarnercable.com/payxpress Note: you will need to have a copy of your current statement handy for your Time Warner Cable Account number and Customer Code.
    If you have any questions, please contact our customer service Department at 210-244-0500.
    Thanks for being a Time Warner Cable Customer.
    Sincerely,
    Brad Wakely
    Vice President/General Manager South Texas.

    ——————————————————————

    I called because I pay my bill in ADVANCE EVERY MONTH.
    I spoke with a rep who was an idiot!
    I called to speak with Brad Wakely who was busy.
    An admin assistant called me back to appologize because I should have never received this letter. I said at this point all I want is for this “Brad” to call me back and explain why he would put his signature to such a stupid letter.
    Brad Wakely called and actually defended his letter, saying that most Time Warner Customers are just not getting the account numbers changed on their end. I said that I am insulted that you would lump me in with most people. I told him that people like him leave a bad taste in one’s mouth and that he should go back to Texas Tech and get a Customer Service degree because his Customer Service is in the toilet. This man is a Vice President and he can’t even understand his own letter, and then he is going to insult me? I pay in advance. I use PayXpress! This stupid letter does not even apply to me.
    Hey Brad, I am still waiting on my apology from you, but this time you can do it face to face to someone like me!
    And the slap in the face is that I am paying in advance and correctly but I might have to pay late fees?
    The stupidity of Brad Wakely is for a better word, stupid.

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  • studiosteve

    Well…..This is why everyone hates Time Warner. I posted an ad on Craigslist and a Time Warner employee responded. These are his words sent from his TW email account..” guys like you fuck it up for the rest of us who actually PAY for our cable…don’t be an ass…do it right and pay your fee every month like the rest of us do!!!” Then he goes on to say “Ohhh well cant say I didn’t try to warn you…lol once a felon always a felon I guess…bet you’re a welfare cheater too hmmmmm food stamps fpr cash and all that??? Or do you just whore yourself out on the street corner for nasty old guys who want dick???? If you actually have one that is….” All this from his work email mail account. After I cut and pasted every name from the Executive Management Team and informed him that I was going to forward every email to each and every person on that list, this is what I got “Actually I know when im beat..what can I say..you win”. And when I CC him in on a few emails that I had forwarded I got this “Ok I have apologized what more do you want I will be lucky to make it through the day…” and “Again I apologize you have won…I am gone thanks” Then I replied “maybe I should forward these emails too? Look, next time you decide to mess with someone you don’t know maybe you will think about it! I only started CC you in on half of the emails that I forward to every Time Warner Executive Management person. THINK DUDE!!!!! Your work email!!!! and I’m the dumb ass? who’s the ass now? Have a great day! or not!” and got this in response “I do appologise..you are right” All this on company time. maybe this is why Time Warner Customer Service is so bad! They are all on Craigslist answering ad’s on company time.
    And This is why I hate Time Warner!!!!!
    After I forward this to every Executive Manager do you think I got a response. Not a one!!!!!! They don’t care!

  • Steve

    TIME WARNER CABLE ABSOLUTELY SUCK’S, SUCK’S, BEYOND BELIEF. GOOD LUCK IF YOU HAVE A PROBLEM AND WANT TO TALK TO A LIVE VOICE / REPRESENTATIVE TO FIND OUT WHEN THE PROBLEM WILL BE RESOLVED.

    AIN’T NO WAY, NO HOW……. THIS COMPANY IS A FUCKING DISASTER BEYOND MY WILDEST DREAMS.

    IT WILL BE A MATTER OF TIME BEFORE THEY COLLAPSE FOR SHITTY SERVICE……….. FUCK YOU, TIME WARNER!!!!!

  • Paul Siegel

    Dealing with Time-Warner is exactly like the saying about boat owners it’s a great day when you get it – but the greatest day when you get rid of it.
    Words T-W never heard of – SERVICE – FOLLOW-UP – CUSTOMER (we don’t) CARE.

  • john fullagar

    TWC bundled services may save money but DO NOT, REPEAT, DO NOT add your phone to the service because: 1. when your cable goes out, which happens to me once a month if not more often, you have no phone service, no internet, no dial up, no TV. And when your phone is finally working, and you need a number and call 411 to get it…wait till you get the bill for the 411 call. $4.00!!!!! UNBELIEVABLE!!

  • Robert Phillips

    So, you guys think you have trouble with TWC? I have 9 different accounts with them and have had multiple problems. Fortunately, I have been able to get a live person on the phone, however, in hindsight – perhaps it was a monkey, as suggested earlier in the blog. My most recent experience was when I was forced to close one of my nine businesses by a state government. When I initially set up my contract with TWC I asked the agent how I would get out of my contract if my business closed and was told that if my business closed that I would not have to pay. Two weeks after closing the business I notified all the utilities for the business and everything went smoothly until I got to TWC – I hit a brick wall. I offered to pay the lady I spoke with what I owed and she declined. She refused to let me pay the balance because she wanted me to go through an act of congress to prove that I had closed the business. So, consequently, all of the utilities got paid except TWC. They alienate me at every turn and for that reason I will try to de-ass my other eight account as soon as possible.

  • http://hirad72o.insanejournal.com/data/rss Hilario Dusenbury

    Hey, these who can shoot me an email. I take heed to that BE is making some huge adjustments to their operation and as a fellow BE blogmaster I used to be curious to know for those have heard something about it.

  • http://www.youtube.com/ucrdave Unhappy David

    I have TWC and I’m a heavy user. Yesterday I downloaded a couple music albums equaling about 800 megs. Today I tried to load two web pages – YouTube and Google search site. It took 2 minutes for the pages to load. I had a download speed of 0.8K I cant do ANYTHING with that. Even DIALUP was faster back in the day. I called TWC and we went through the usual routine, direct connection to modem, go to TW website (only to see I have faster speeds than my area can handle by 3Mbps to 13Mbps than is EVEN POSSIBLE) and then tell them a tech came out and said its slower than what the company’s website tells us, then WAM!!! I have fast internet again. This lasts for about 2 weeks with resetting the modem every couple of days or weeks then call the company to un throttle our cable. I’ve been doing this for over a year. I’ve even lost money on Ebay due to TWC throttling me while BIDDING!!!! I want TWC to perish off the face of this earth or change! Either one will happen I’m sure of it.

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