I have been unable to get even the services hooked up. I scheduled services almost two weeks ago for today, 2/2/2011, and was given a 4 hour window of 1-5 pm. I am remodeling my home and had ordered new tv's and did everything possible to make sure the tv's arrived on time for the installation. I cancelled my entire day to make sure that I would be home for the installation. At approximately 2:36 pm, while my phone is charging on the other side of my home, the phone rings. I rush to my phone was unable to reach it before the call went to voicemail. No voicemail message was left. I call the number back, get no answer, and am sent to a Sprint PCS voicemail box. I do not leave a message since it’s a standard greeting and I have no idea who I’m calling.
I call Time Warner’s “local” San Antonio number that I was given the night I ordered the install. The customer service rep indicates to me that, according to the notes on my account, the technician arrived at my house, called several times, left a note on the door, called dispatch and told them no one was home and left. I am appalled because I know this is not true. I have been home waiting for the cable guy to install my services since before 8 am. It is now 6:30 pm. I have spoken to customer service at least 5 times and have spoken to 2 different supervisors. Since 3 pm I have been guaranteed each and every time I call customer service that the technician will be here at any moment.
I am very disappointed with Time Warner Cable. I know for a fact that the technician found my house (one of the customer service reps provided me with a description of my house and asked if it was correct). Even though the tech found my house, he did not get out of his vehicle and knock or ring the door bell. I was here all day. I had no television on, no radio, no noise period because I really needed this install today, and I wanted to make absolutely sure I would hear the installer’s arrival. I had one call that I missed and called right back, with no answer when I called back.
I think he found my house, made the one call, didn’t answer when I returned the call and calls dispatch and tells them he called more than once, knocked, and asked to be sent to the next house. It’s a little chilly and he did not feel like doing a 3 outlet new installation with an internet and phone installation. I hope this is not how Time Warner treats all the customers that order the biggest package they have with the fastest internet and all the movie channels.
I will update this review if-and-when I get my services installed. At this point I’m thinking perhaps I made a bad decision by deciding to go with Time Warner Cable.