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TWC is an eclectic company and that fact is well illustrated by the opposing reviews in this Forum.
Most of the time it is a dinosaur whose head does not know where its tail is or what it is doing. Then scattered in the miasma you can stumble upon a few pearls as I have done over the years of fighting this corporate beast.
A couple of years ago I found a very professional and competent executive in the Raleigh local office. He helped me settle matters for two years and the transaction was running on silk with automated bank payments. Then the contract expired and the beast came back again for blood or I should say cash.
I did not contact the excellent executive again because it could have had a negative feedback from higher up and he was too good to deserve that. [I know how it works – been there, done that]
I went to battle on my own again and I discovered two very good customer service persons. The first one, Sabrina, was knowledgeable and she really tried to help but she could not do much with the built-in constraints. If she could not help me, it was not for her lack of trying.
Later, I called a second time and I had an exceptional CSR responding. Jason dissected all his corporate options to try and find me a better deal but he could not improve on the situation. I rarely came across such good will, pleasant manners and patience.
My purpose in writing is to show that the Den (TWC) harbor a few pearls in customer service and if only it allowed them a little more freedom of action the company would be in much better shape commercially.
Had TWC for a while now. Was great in the beginning, extremely fast speeds. Lately the outages become more frequent and last longer. I had a similar problem with the horrible Centurylink company, in which they were overloading customers on a single line. This caused the problem that one guy here described where 5pm, everyday, ppl get off work, get out of school, and hop online so NO ONE gets a good speed. Bad practices however I don't think this is the case right now for TWC.
3 stars as it stands as a 7-month customer. Service is below par and frequent outages. Majority of my subscription term has been great, but these outages are becoming much too common. Been shopping around(currently in outage) and not enough options in the area.
This company actually has the reputation among Geneseo college students as the WORST INTERNET SERVICE PROVIDER.
For the past year and a half, I have had 4 routers replaced in my apartment, had an outside company come (epproach) and install Tru Wifi, and have had the most abysmal internet connectivity I have ever experienced.
One would think that TWC would have fixed this issue after, lets say, a few months. No, nothing has been done. After 4 routers and another company coming in to fix the issue, nothing has been fixed. In fact, my internet has gotten worse as each month passes.
To ad to this humorous experience, their customer support is of no help. When I call and explain my situation, they tell me each time that they will get their manager to spearhead the issue and get things moving, and that they will call me in 24 hours. I haven't gotten one single call back from them; I have been doing the calling.
It is apparent TWC does not care about its customers, because I am not the only one in Geneseo that complains about this. Other apartments are dealing with similar situations, and nothing is being done.
This service is below industry standards, and its awful that TWC can get away with things like this.