Time Warner Service

[Fizzle1979]

Question, if you have service with them. Do you feel that if your service goes out you should be issued a credit? For example, if a car hits a pole and your cable/road runner goes out. Do you think you should be issued a credit?

[sgip2000]

Yes!

[J_Snow]

Generally, yes-and if you ask them for one they generally will give it to you for outages that are their fault. Someone hitting a pole isn't their fault. Even though you aren't getting their service, they are still providing it.

[rmuse00]

I would say that would depend on situation and how long I was without and the loss.

We are running an on-line home business and AT & T promised we'd be up and running in a couple of days. They came out but found line trouble and could not get us hooked up to either cable or phone service. We waited as they escalated it up 3 departments. After 10 days and zillions of calls to AT&T repair, 2nd level, etc departments, we got a bill for $165.00 but NO cable, no phone. We lost more than that since we had no access to run our business! We decided to go with Comcast business and were up and running in 2 days! We cancelled AT & T and disputed the bill, they got nothing, zilch. We argued that they had initially told us there would be NO problem, based on our location, in getting us up and running in a couple of days!

When we had our bookstore and we operated our on-line business from there, we were also told that we were in a so called "parked" situation our connection was trying to find a space through which to connect, again they promised and did not deliver. DH was able to get 3 months credit when he said he can send them documentation on how much business we lost due to their not delivering!

Just my thoughts.

[Fizzle1979]

Ok pole issue aside. If your road runner went out, you called, they couldn't fix it over the phone and said they would send a tech out. Five hours after the phone call the service automatically fixes itself. The tech comes out and says its working you are good to go.

#1 Should you be issued a credit for the five hours it was out, then back up even though they did not notify you it was back up.

or

#2 Be issued a credit for the five days they said it was going to be out.

I am about to start a battle with TW and I wanted some other opinions.

[CleverCynic]

Good luck is all I have to say.

3 months ago I incurred a $40 ppv charge for some huge wrestling event. I couldn't name a wrestler since Hulk Hogan.

Called, they said no problem since I've never complained or disputed, it disappeared immediately after the call and I paid my full balance online. Next month they call and leave an automated message that my bill is overdue and subject to disconnection. I check online and it's an outstanding balance for around the $40 that had reappeared. 3 calls, escalations, promise of a callback and NO RECORD of my ever having spoken to someone the first time, they agree to remove it again. Again it disappears and I pay the balance in full.

Yesterday I check my bill and there's an outstanding balance again for $40 unpaid. I'm just weary and haven't made my call yet. I just hope there is SOME record of at least the last round.

[sgip2000]

You could do like that lady did to Comcast and smash their phone with a hammer.

[MasterP_Nice]

I *always* call for a service credit to my account no matter how long the outage is. It could be 10 minutes, but I'll still call em up.

Comcast has always given me one. Usually it's only a couple of dollars, but if that happens 3-4 times a month, then that's 10% off my monthly bill. One time my cable was out for a week... that made a huge difference in my bill.

Definitely do it! You're entitled to it!

[Fizzle1979]

I *always* call for a service credit to my account no matter how long the outage is. It could be 10 minutes, but I'll still call em up.

Comcast has always given me one. Usually it's only a couple of dollars, but if that happens 3-4 times a month, then that's 10% off my monthly bill. One time my cable was out for a week... that made a huge difference in my bill.

Definitely do it! You're entitled to it!

I'm glad to see someone thinks like me. I just wrote a letter to the below people.

Office of the Corporate Secretary

Time Warner Inc.

One Time Warner Center

New York, NY 10019

212-484-8000 Phone

212-489-6183 Fax

Sent via Certified Mail Return Receipt Requested

Attention: Jeffery L. Bewkes

CC: Richard D. Parsons Time Warner Inc. One Time Warner Center New York, NY 10019 Sent via USPS regular mail and I welcome your response also as the Chairman of the Board.

CC: LOCAL OFFICE

Sent via USPS regular mail.

CC: The Corporation Trust Company 1209 Orange Street, Wilmington, DE 19801

Sent via USPS regular mail.

CC: Office of the AG Consumer Protection Division PO Box 12548 Austin, TX 78711-2548

Sent via USPS regular mail.

[Fizzle1979]

TW did not respond to my local BBB complaint within the time frame the BBB allows. The BBB is giving them a second chance.

[isislc]

Hey, I'll give ya something funny to think about. Did you hear how we got those freakish tornadoes here in SE Wisconsin? Well one of the homeowners whose house was totalled called TW to let them know that her house was destroyed and to please discontinue service till she can find someplace new to live. The CSR responded with, well you know we can't close your account till you pay $475 to replaced the cable box and the remote! lmao

She was like "what?" I want to talk to your supervisor. The supervisor said the same thing. She would have to pay the $475 to pay for the destroyed box and remote control.

[Freak]

Hey, I'll give ya something funny to think about. Did you hear how we got those freakish tornadoes here in SE Wisconsin? Well one of the homeowners whose house was totalled called TW to let them know that her house was destroyed and to please discontinue service till she can find someplace new to live. The CSR responded with, well you know we can't close your account till you pay $475 to replaced the cable box and the remote! lmao

She was like "what?" I want to talk to your supervisor. The supervisor said the same thing. She would have to pay the $475 to pay for the destroyed box and remote control.

Amazing, just absolutely amazing.

[JMVandals]

Time Warner took over for adelphia several months ago in my location. I have been unimpressed with them so far. The credits for common outages have been few and far between (maybe i'm just not pushy enough over the phone).

They have been rude and my internet speed has suffered since the switch. Not sure why but i'm blindly convinced it has something to do with Time Warner (which dropped the AOL brand name).

Damn you Ted Turner!!

[WickeDay]

Always call, record the time you call, and the name/badge or employee id # or location the person is in.

[Fizzle1979]

Well I got my recent bill, they did credit me the proper amounts on two of the three credits. But I havent still yet to get a written response from TW.

I was talking a friend about my problem who works for a silimar company. He said that in most cases, the provider is going to not do anything until the consumer makes a big stir about it...like filing a bbb or ag complaint. Then all the provider has to do it issue credits and the bbb and ag is off their butts. Once credit is issued, the bbb and ag doesn't care anymore. I thought it was interesteing. He said he wished more people filed complaints.

[CleverCynic]

Hey, I'll give ya something funny to think about. Did you hear how we got those freakish tornadoes here in SE Wisconsin? Well one of the homeowners whose house was totalled called TW to let them know that her house was destroyed and to please discontinue service till she can find someplace new to live. The CSR responded with, well you know we can't close your account till you pay $475 to replaced the cable box and the remote! lmao

She was like "what?" I want to talk to your supervisor. The supervisor said the same thing. She would have to pay the $475 to pay for the destroyed box and remote control.

I guffawed at that too for a second... but upon further thought, I don't see how it could be any other way. It is rented equipment. If it was a couch the rental place wouldn't say ok we'll write it off. They should offer insurance though for a nominal fee.

[Fizzle1979]

So after having service for both cable internet and cable tv for six months, the special had expired and the price went up. So I called TW and cancelled the cable tv service on 01/14/08. The rep tells me the technican will be out 01/16/08 to disconnect cable tv. Well 01/16/08 comes and I find a tag on my door that says they missed me but I need to call to reschedule an appointment. I'm confused by this because to me, the cable guy doesnt need access to my apt to disconnect cable nor did I have a cable box or remotes to return. So I tried to log online, of course no internet. So I call TW up and ask them what the deal is with the note on my door and why does my internet no longer work. I spend the next several days demanding credit for services not recieved. I am assured that since TW bills in advance for cable services, my next bill will show a credit for services not received along with the credit for services I prepaid for cable TV. We last night I get home, check the mail and sure enough, I'm billed for cable tv again this month. My internet is down again. I call TW back up, during this time the internet comes back on again. I request to speak with the senior most supervisor on duty and I refused to talk to anyone else about my account. Finally after being transferred to voicemails four different times I get Juan. Juan tells me it was a mistake that I was billed and that he will credit my account. He also tells me that when the technian came out on 01/16/08, they mistakenly disconnected my internet along with cable tv.

I can't believe TW is incompetent. I'm about to call my local TW office and speak to the same lady again.

[merkurfan]

Hey, I'll give ya something funny to think about. Did you hear how we got those freakish tornadoes here in SE Wisconsin? Well one of the homeowners whose house was totalled called TW to let them know that her house was destroyed and to please discontinue service till she can find someplace new to live. The CSR responded with, well you know we can't close your account till you pay $475 to replaced the cable box and the remote! lmao

She was like "what?" I want to talk to your supervisor. The supervisor said the same thing. She would have to pay the $475 to pay for the destroyed box and remote control.

Hate to say it, but she does owe them for the box. It's rented equiptment and as such, belongs to the cable company. However, they should have a heart and tell her they will suspend service until the insurance company pays out the claim (be sure to have them include the cost of the box, and the stupid remote in her claim)..

I would call them back and ask them to suspend service. They might not be able to close out the account until the box issue is settled, but they should be able to stop the billing.

And, as they are cleaning up what is left of the house, if the box should happen to be found return it. the never said anything about it's condition, just that it is returned.