Time Warner Cable TV- OH! “IT”!!!

June 12, 2011 at 8:39 pm 14 comments

Part One https://thatwoman.wordpress.com/2011/06/09/the-i-t-non-factor-its-not-me/
Time Warner Cable

As with all sagas this one has a beginning – For many, many years I have been a cable customer in fact since it first became available- I use it for my internet and television. My phone is CenturyLink- and has been ( in all its incarnations) in the over 30 plus years we have lived here.

I am a loyal customer and even though I have had “hiccups” with service during those times- they have been fixed and we have carried on our relationship to our mutual benefit- they provide a service for which they are handsomely compensated.

However, things happen and in the case of Time Warner Cable TV in the past few weeks customers in Lorain have experienced ” freezing and pixelating” of a number of cable channels. I, too experienced the outages.

As a matter of fact the situation made the letters to the editor in the Morning Journal
“Cable TV Programs keep Freezing”

and in the Chronicle on May 4th I learned the situation had been “fixed”

Time Warner Cable TV customers who have had their fill of “freezing” channels the past few days should now be able to watch everything from “Sportscenter” to “Cake Boss” without any interruptions.

That, according to Travis Reynolds, Time Warner Cable spokesman in the company’s Akron offices, who said the problem was the result of a “technical issue that was corrected overnight with a software update.”

“As of right now, everyone should have service fully restored,” Reynolds said.

Except my channels would still pixelate and freeze intermittently, I kept waiting to see if I was “fixed” it would be fine for a couple of days and then back again to pixelating , freezing and channel loss.

Dutifully I called Time Warner and they agreed to send out a technician. They did so on May 25. A very nice chap came checked our equipment all was fine but he changed the box anyway – unfortunately it was still happening as he saw with his own eyes.

He took a list of the channels that we were having issues with and off he went.

Now call me naive call me old-fashioned – BUT

I thought Time Warner would contact me as to what they were going to do about my situation you know “follow through” I waited and waited and heard nothing so since the situation was worse I called them!
Now the bitter bit
When you call Time Warner Tech support for Cable TV they give you a person, who tells you “Unplug the box and reset”- their muppet like robotic responses to my was always the same

That is not the issue – we have already had a technician out last week- I need to let him/ them know it is still happening.

“I will set up a service call”

I don’t want a service call – I have already had a service call I need to speak to whomever is dealing with this locally


Sorry ma’am I can only set up a service call
After dealing with this for the next few days and getting nowhere

So I thought OK I will try their on-line reporting . Many emails later they were still trying to set me up with a service call and to unplug the box and reset the box……

The “muppet masters of customer service with their set patter” had turned a customer who had been with them for longer than some marriages last into a frustrated hausfrau with her bags almost packed.

I warned them , I said

“Category: Cable/Video Technical Support
Comment: I have been trying to get satisfactory service with an ongoing freezing and
pixelating- you sent a technician last Wednesday it is worse. I have had numerous calls and emails
to no avail to your customer service. Please understand this cable customer since 1993 has NOW
set up and appointment with Direct TX for Thursday at noon and unless I receive some customer
satisfaction before then I will be cancelling the cable tv portion of my service with you
Loraine Ritchey

Basically I got the same message back literally dozens of time

Dear Loraine Ritchey,

Thank you for contacting Time Warner Cable Email Support. At the end of this email, you will be
given the option of taking a brief survey.

I understand that you are experiencing freezing and pixilation issues with your cable service and
wants a satisfactory service with an ongoing issue.

I would also like to inform you that I have refreshed signals for your cable box from our end. This
should ideally resolve the issue, if this does not resolve the issue, then I request you to reset
your cable box.

1. To reset your cable box, unplug the power supply from the back of the receiver for at least 30

2. Plug the power back in and wait for at least 2 minutes (approximately) till the time returns to
the front dial before you switch on the box. This will force the receiver to reset.

I would also like to inform you that I have scheduled a technician to visit your home on 06/07/2011
between 2.00pm to 4.00pm.

Our technician will call you on the day he/she visits your home at 440-XXX-XXXX before he/she visits
your home. If we do not receive an answer or if we reach an answering machine, we will assume that
no one is home and request that you contact us by telephone to reschedule the appointment.

We will require someone over the age of 18 to allow us entry to your home.

Please let us know this should be rescheduled.

I do appreciate your patience and thank you for your understanding.

I just want to let you know that we have improved our Support page at http://www.timewarnercable.com. It
has more information and can answer many of the questions you have. I am sure you will find it to be
very helpful to get support on your issues.

If there is anything else please do let us know we will be happy to help you in any way possible.

Have a nice day!

OK let me try their on-line chat – I haven’t tried their on-line chat!

I admit by this time I was not the most patient person in the world and had in fact already set up a “dish installation “-
It started off well NOT!!!

Kevin Allen: Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Kevin. Please give me a moment while I access your account.
Kevin Allen: I understand that you want to cancel your services. am I correct?

Loraine: no I want to give TWC the option of FIXING the situation before I doKevin Allen: Okay.
Kevin Allen: Sorry.
Kevin Allen: I will refresh the signal from my end to resolve the issue.
Kevin Allen: Shall i refresh the signal?

Loraine: excuse me refresh what signal you have outages in Lorain – that much has been in the newspapers. your technician came out last Wednesday changed the bos and it is actually worse now I have been trying to get someone to come out again and fix what the didn’t fix and give me back a reliable service
Loraine: sorry that should be box

Kevin Allen: Okay.
Kevin Allen: The I will set up a service call on the account.
Kevin Allen: Shall I set up a service call

ERRRRRRRRRRRRRRRRRRRRRRRRRGGGGGGGGGGSo finally I gave up I wrote a letter to ATTENTION: Glenn A. Britt
Chairman and Chief Executive Officer
Time Warner Cable
part of which follows

RE: Poor customer service and outages Lorain Ohio.

You are having continuing problems in my vicinity http://www.morningjournal.com/articles/2011/05/04/opinion/doc4dc0cdc0cc548102864794.txt?viewmode=comments

And quite frankly you are about to lose one more subscriber –
“Time Warner Cable lost 155,000 video subscribers in the July-September quarter, compared with 64,000 a year ago.”

I have been a cable customer since the early 1990’s – this issue of freezing and pixelating is annoying to say the least. You have sent a technician to look at my personal situation they have changed the box checked the cable etc. etc. This however is not the fault as my neighbors also are receiving the same poor service and problems. Calling your representatives does no good as all they want to do is set up another appointment……………..

Glenn britt from Life. com

Ok so in the meantime a service call was set up and why did I agree to that ???? BECAUSE they CALL YOU before coming so you get to speak to a local tech as he is on his way TA DA! so when he called I said

I don’t want a service call! I just want to tell you the problem is still ongoing – check back with the chap who came and he will tell you you still have an issue. I just need to talk to a supervisor or someone in charge who can advise me as to what course of action Time Warner is taking to fix this problem

During the course of the two weeks ( this happened twice 🙂 I finally got to speak to a supervisor who said

“this is the first I am hearing of this problem”

EXCUSE ME!!! I have been tenacious to the point of annoying I have emailed, phoned written and chatted and apparently it is not getting back to the people in the organization who are actually concerned with fixing the problem. If this is the first they are hearing of this locally it isn’t because I didn’t try!

Now most people would have just switched and left a complaint which is maybe why Time Warner should address their “communication issues” both with their cable TV and “in-house”

Time Warner Cable have been ranked 5th nationwide with the worst customer service
Well it certainly is the most annoying BUT
you see this has been the first time in many years I have had an issue with the cable TV

And although for WoM I wrote about the Roadrunner Run Around a few years back that issue due to my tenacity and proclaiming IT ISN”T ME– not my computer ( another intermittent issue)

I had to laugh when one of the local supervisors when discussing my cable tv situation this week started to tell me

“you know sometimes we get some off the wall issues we had one where a “squirrel was eating the fibres in a box but only a select few leaving the others alone – took forever to figure that one out”

and I said


( it was my fibre and the chap’s up the street who were being effected by the gnawing squirrel)

I am pleased to say they have temporarily fixed my issue ( not altogether) whilst they are doing an emergency maintenance on “switches” for the area……. fingers crossed BUT Time Warner if you are listening

You need to better chain of command communication within your company and follow through……….
you see not everyone is as tenacious as I am they would just “leave”

NOTE the technicians etc that I did deal with were very good and tried to be helpful- the supervisors promised action AND YES! I did get a response due to my letter to Mr. Britt and a follow up phone call- ……..

Entry filed under: a Cow -elle opinion, Brit take, Corporate responsibility, hell is other people. Tags: , , .

THE ‘I T’ non factor- “ITs” NOT ME!!! A Home in Veterans Park- a city up for rent!

14 Comments Add your own

  • 1. Paula Tobias  |  June 12, 2011 at 11:22 pm

    How many times have we all been in this position?

    I have found that Corporate America (oh yes and Government too) have a problem with Service.

    They have trouble with justifying how it affects the Bottom Line.

    Can you put a price on Service?
    How do you measure?

    For every customer they lose that comes out and says something, how many more just quietly take their business elsewhere?

  • 2. Peter Potamus  |  June 12, 2011 at 11:40 pm

    I remember when AOL would blame their service problems of getting disconnected (“bumped”) on the customer AS OPPOSED TO the real reason of AOL customer base outstripping their capacity to service those customers.

    Juno had a funny radio commercial mocking AOL when they started “bumping” restaurant diners before they had finished their meals.

    Millions were paid by customers who took in their computers for diagnostics that were not needed

  • 3. dave c  |  June 13, 2011 at 5:35 am

    same thing is happening in Amherst.
    I started my battles with TW cable last November and in May i gave up and cancelled all but the basic cable channels.

    the service tech who paid me a visit told me that TW knows there is a major problem in the major lines and they are not willing to spend the $$ to fix it.

    It has been a maddening nightmare

  • 4. Loraine Ritchey  |  June 13, 2011 at 10:25 am

    I was told they have major issies and basic cable without the box doesn’t have the analog to Hd problems all the frequencys coming into and being sorted in the “box” … I know that the TV that received basic cable in my house without a box did not have the problem on the channels that I was having freezing andf pixelating happening…. yet I am paying extra to watch that –

    Two of my immediate family have switched over to a dish service ( but as I said until now I haven’t had any real issue exevept everything is pretty much repeat television and as for BBC well they might just as well be the SCiFY channels with Star treck, the X files and Chef Ramsey mainstay 2005 another rant……

  • 5. Lisa  |  June 14, 2011 at 12:52 am

    Of course TW isn’t going to spend what it takes to fix it – sometimes sole sourcing isn’t all it’s cracked up to be. Bring some REAL competition into town and I’ll bet they start singing a different tune.

    PBS carries better BBC programming than what you’ll find on the cable version anyway.

  • 6. Grammy  |  June 14, 2011 at 2:43 am

    Live where I’m at and laugh. Can’t get TW around here and this is the corporate headquarters. Go figure.

  • 7. Channels 123 Blog  |  June 17, 2011 at 12:30 pm

    Cable Channels Freezing…

    […] ffices, who said the problem was the result of a “technical issue that was cor […]…

  • […] we have Time Warner Cable – https://thatwoman.wordpress.com/2011/06/12/time-warner-cable-tv-oh-it/ my problem is somewhat fixed although freezing and pixelating is still happening intermittently […]

  • 9. Monica  |  July 21, 2011 at 1:08 am

    So glad I googled this issue. They keep telling us the signal strength is too strong. I’ve had two service calls, numerous resets, and way too much frustration. Here we are with pixelating pictures and channels that say they’re currently unavailable. Why am I paying out the nose for this junk?

  • 10. Loraine Ritchey  |  July 21, 2011 at 2:08 am

    Monica I am not sure where you live but if you are local here they still have major problems I would write a strong letter to the CEO as I did it at least got me a temp fix … but I know my neighbors are still experiencing issues

  • […] Let me remind you this is the same spiel you gave me and others in June 2011 https://thatwoman.wordpress.com/2011/06/12/time-warner-cable-tv-oh-it/ […]

  • […] and for that simple fix – I had to wait complain – write letters from MAY 4th 2011 https://thatwoman.wordpress.com/2011/06/12/time-warner-cable-tv-oh-it/ until it was finally fixed DECEMBER 28th […]

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June 2011

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