Author Topic: Did I get the run around from Time Warner Cable?  (Read 16061 times)

WhoDey

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Did I get the run around from Time Warner Cable?
« on: April 26, 2016, 06:55:52 PM »
So I finally called TWC to discontinue our TV/Phone and reduce our internet to Basic.

Of course they asked probing question that I was very ready for.  Asking what channels we watched/making international calls/what are we doing on the internet.

So once I answered the questions and she "worked on our account" she came back with the "best package" for us, which was basic cable - 25 channels - Extreme internet (which we have some sort of grandfathered account from 2012 where we are getting extreme for the price of basic) - digital phone.  This bundle costs $60 per moth

When I said we don't even need that and just basic internet she said it would "restart" our account and we would be charged at the everyday price of 59.99

Obviously it makes sense to keep the bundle if the internet alone is as much as some cable channels.

What do you all think... are they giving me the run around?

Unfortunately, we are limited on internet providers in my area of Ohio.  It is basically TWC or Dish/DirecTV

Khaetra

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Re: Did I get the run around from Time Warner Cable?
« Reply #1 on: April 26, 2016, 07:49:00 PM »
Sadly these days it is much cheaper to have a bundle than just internet, so that's not a bad price.

Daley

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Re: Did I get the run around from Time Warner Cable?
« Reply #2 on: April 26, 2016, 08:27:40 PM »
You did a bit. The bundles are typically two year contracts with discount pricing that will go up after about a year. Fortunately there's usually a 15-30 day cool-off period with any account and billing changes with contracts.

Look into Earthlink. They offer a $42/month 15Mbps service to most TWC customers with a $30/month for the first six month intro price. No "cable TV requirement", no bickering for lower prices, just nearly reasonably priced internet access.

If you're in an AT&T Uverse region, there's also Toast.net. $38/month for 6Mbps - which is plenty fast, no modem rental fees, taxes are included in that price, only a $50 install, no bait and switch pricing, and only a 12 month contract. We're with Toast ourselves on this very plan currently, and it's fine. Zero complaints. There's even a referral program if you're interested.

If you can kick Time Warner to the curb, do so. There's more out there and cheaper with better support. You won't regret leaving them.

WhoDey

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Re: Did I get the run around from Time Warner Cable?
« Reply #3 on: April 27, 2016, 05:58:16 AM »
You did a bit. The bundles are typically two year contracts with discount pricing that will go up after about a year. Fortunately there's usually a 15-30 day cool-off period with any account and billing changes with contracts.

Look into Earthlink. They offer a $42/month 15Mbps service to most TWC customers with a $30/month for the first six month intro price. No "cable TV requirement", no bickering for lower prices, just nearly reasonably priced internet access.

If you're in an AT&T Uverse region, there's also Toast.net. $38/month for 6Mbps - which is plenty fast, no modem rental fees, taxes are included in that price, only a $50 install, no bait and switch pricing, and only a 12 month contract. We're with Toast ourselves on this very plan currently, and it's fine. Zero complaints. There's even a referral program if you're interested.

If you can kick Time Warner to the curb, do so. There's more out there and cheaper with better support. You won't regret leaving them.

I.P. thank you for the detailed information.  It just felt shady on the phone when they were "working my package".  I will look into Earthlink as it looks like the AT&T U-verse internet is not available in my region.

Khaetra

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Re: Did I get the run around from Time Warner Cable?
« Reply #4 on: April 27, 2016, 06:25:23 AM »
One thing to keep in mind is that the merger between Time Warner Cable and Charter has been approved (just waiting for California to sign off on it, which they will).  Earthlink is rumored to be on the chopping block as everything get's absorbed into Charter.

Daley

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Re: Did I get the run around from Time Warner Cable?
« Reply #5 on: April 27, 2016, 07:26:51 AM »
One thing to keep in mind is that the merger between Time Warner Cable and Charter has been approved (just waiting for California to sign off on it, which they will).  Earthlink is rumored to be on the chopping block as everything get's absorbed into Charter.

It is a potential concern longer term, but hopefully by that time this will be in place and WhoDey can figure out a way to get Charter to honor the deal. If nothing else, it gives them new customer pricing leverage after the handoff.

forummm

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Re: Did I get the run around from Time Warner Cable?
« Reply #6 on: April 27, 2016, 09:14:35 AM »
It just felt shady on the phone when they were "working my package". 

I wasn't aware they provided that service.

NoStacheOhio

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Re: Did I get the run around from Time Warner Cable?
« Reply #7 on: April 27, 2016, 09:46:24 AM »
Luckily we have two or three providers (depending on your specific part of town). Unfortunately, the only way to get a decent price is to switch providers every year or two.

ooeei

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Re: Did I get the run around from Time Warner Cable?
« Reply #8 on: April 27, 2016, 09:59:46 AM »
Be careful, the base price of the bundle may be less, but that's before "fees"

You'll probably have ~$10 worth of equipment/taxes/miscellaneous fees for that cable that you aren't using.  I made that mistake with ATT last year, never again. 

Daley

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Re: Did I get the run around from Time Warner Cable?
« Reply #9 on: April 27, 2016, 10:42:40 AM »
Unfortunately, the only way to get a decent price is to switch providers every year or two.

Not necessarily true. There are ISPs available that can provide third party connectivity over some wired networks that don't do this cockamamie bait and switch dance and just charge a flat fee. For Ohio especially, look into the previously mentioned Toast.net. They offer reasonably priced internet in AT&T Uverse areas now, as does DSLExtreme under the TrueStream offering (though Toast is the better deal). There's also WOW! Cable availability in parts of Columbus and Cleveland, and they have reasonably priced, no-nonsense internet packages as well.

Further, depending on Earthlink's longer-term survivability under the TWC-Charter merger, they may still be able to offer internet access at cheaper rates in TWC/Charter regions as well as their offerings in Comcast territory.

As for Verizon areas, as much as they're abandoning their copper PSTN network, you can still get dry loop DSL through providers like DSLExtreme.

The point is, there are frequently no BS options available, you just need to know where to look.

NoStacheOhio

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Re: Did I get the run around from Time Warner Cable?
« Reply #10 on: April 27, 2016, 12:11:30 PM »
Not necessarily true. There are ISPs available that can provide third party connectivity over some wired networks that don't do this cockamamie bait and switch dance and just charge a flat fee. For Ohio especially, look into the previously mentioned Toast.net. They offer reasonably priced internet in AT&T Uverse areas now, as does DSLExtreme under the TrueStream offering (though Toast is the better deal). There's also WOW! Cable availability in parts of Columbus and Cleveland, and they have reasonably priced, no-nonsense internet packages as well.

UVerse isn't in our specific area (it's ridiculously segmented).

Sadly, WOW isn't as no-nonsense as they'd like you to think.

We just switched from WOW to TWC because we wanted to add phone and they wanted $87/mo because we weren't "new subscribers." My wife had an absurd conversation with their rep in which he mansplained how business works. Eventually, I called back and got them to come down, but TWC was offering 50Mbit vs. WOW's 30 at the same price, and we had already scheduled the install.

For the record, I despise TWC.

Edit: now that I think of it, our old apartment is literally across the street, and we had UVerse there. We checked when we went through this latest round of shenanigans, and it's not available at our house.
« Last Edit: April 27, 2016, 12:18:45 PM by NoStacheOhio »

WhoDey

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Re: Did I get the run around from Time Warner Cable?
« Reply #11 on: April 27, 2016, 12:16:02 PM »
It just felt shady on the phone when they were "working my package". 

I wasn't aware they provided that service.

Might be why they are so expensive:O

Daley

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Re: Did I get the run around from Time Warner Cable?
« Reply #12 on: April 27, 2016, 01:45:41 PM »
We just switched from WOW to TWC because we wanted to add phone and they wanted $87/mo because we weren't "new subscribers." My wife had an absurd conversation with their rep in which he mansplained how business works. Eventually, I called back and got them to come down, but TWC was offering 50Mbit vs. WOW's 30 at the same price, and we had already scheduled the install.

That was your mistake, you do not order phone service from your ISP. There's plenty of easy to use, solid options under $10/month in the VoIP market, which is why it (and ISPs) are covered extensively in the guide - it's not just something that covers affordable mobile providers. You could have stayed with WOW and their cheap internet pricing and just picked up something like VOIPo or PhonePower that only would have tacked on around $8-10/month after taxes for what would effectively be unlimited monthly calling with e911 support.

You also don't really need more than about 3Mbps unless you're paid substantially to move around large amounts of ones and zeroes. Their $30 8Mbps service is overkill.
« Last Edit: April 27, 2016, 01:49:55 PM by I.P. Daley »

zolotiyeruki

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Re: Did I get the run around from Time Warner Cable?
« Reply #13 on: April 27, 2016, 02:59:25 PM »
Unfortunately, the only way to get a decent price is to switch providers every year or two.
...

As for Verizon areas, as much as they're abandoning their copper PSTN network, you can still get dry loop DSL through providers like DSLExtreme.

The point is, there are frequently no BS options available, you just need to know where to look.
It looks like DSL Extreme might be available for us--we're in an AT&T service area, but no Uverse for our neighborhood.  Until about a year ago, we had AT&T DSL for a reasonable price, just hopping from one promotion to another.  AT&T stopped letting customers do that, so we hopped to Comcast.  Our one-year promo with Comcast is now expiring, and (surprise!) they eliminated the promo-hopping at the same time AT&T did, so we *were* planning on hopping back to AT&T.  Except that AT&T has no promotions, and only offer 3Mbps for $50+/mo.

Daley

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Re: Did I get the run around from Time Warner Cable?
« Reply #14 on: April 27, 2016, 05:34:22 PM »
It looks like DSL Extreme might be available for us--we're in an AT&T service area, but no Uverse for our neighborhood.  Until about a year ago, we had AT&T DSL for a reasonable price, just hopping from one promotion to another.  AT&T stopped letting customers do that, so we hopped to Comcast.  Our one-year promo with Comcast is now expiring, and (surprise!) they eliminated the promo-hopping at the same time AT&T did, so we *were* planning on hopping back to AT&T.  Except that AT&T has no promotions, and only offer 3Mbps for $50+/mo.

Yeah, DSLExtreme does do standard AT&T ADSL dry loop now as well (I think they started around the same time they got Uverse VDSL resale access), and I honestly keep forgetting about that. They just don't offer the ADSL packages without contract pricing.

WhoDey

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Re: Did I get the run around from Time Warner Cable?
« Reply #15 on: April 27, 2016, 06:55:09 PM »
Well I called TWC again today and told them I was leaving for earthlink and ended up getting internet only 30mbps for $29.99 for a year!  I'm sure it will go up then, but I will re-visit at that point!

We're now saving $126 per month on our TWC bill per month!

Peony

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Re: Did I get the run around from Time Warner Cable?
« Reply #16 on: April 27, 2016, 07:17:14 PM »
I also have TWC internet only for $29.99. I think the key is, you have to tell them you are leaving. Their customer-retention people are the one who are actually empowered to make a deal. In my case, there were no other options I could threaten to move to, but I said I was thinking I'd just use the library for my internet service. They offered me the $29.99. Unfortunately under their their crappy business model, these deals are "promotions" that you have to renew, so you have to have that unpleasant conversation again in 12 months' time.

zolotiyeruki

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Re: Did I get the run around from Time Warner Cable?
« Reply #17 on: April 28, 2016, 05:39:34 AM »
I also have TWC internet only for $29.99. I think the key is, you have to tell them you are leaving. Their customer-retention people are the one who are actually empowered to make a deal. In my case, there were no other options I could threaten to move to, but I said I was thinking I'd just use the library for my internet service. They offered me the $29.99. Unfortunately under their their crappy business model, these deals are "promotions" that you have to renew, so you have to have that unpleasant conversation again in 12 months' time.
Just to follow up on my previous comment--this is also correct with Comcast.  With AT&T, I just had to call and ask for the new promotion, and they gave it to me.  With Comcast, I had to actually request the cancellation.  Only then did they offer a new promotion.  It wasn't an unpleasant experience, either--the CSR I spoke to was quite pleasant to work with. 

(So I ended up not signing up with DSL Extreme--Comcast ended up cheaper($20 vs $35+) and faster(10Mbps vs 3))

NoStacheOhio

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Re: Did I get the run around from Time Warner Cable?
« Reply #18 on: April 28, 2016, 05:56:42 AM »
We just switched from WOW to TWC because we wanted to add phone and they wanted $87/mo because we weren't "new subscribers." My wife had an absurd conversation with their rep in which he mansplained how business works. Eventually, I called back and got them to come down, but TWC was offering 50Mbit vs. WOW's 30 at the same price, and we had already scheduled the install.

That was your mistake, you do not order phone service from your ISP. There's plenty of easy to use, solid options under $10/month in the VoIP market, which is why it (and ISPs) are covered extensively in the guide - it's not just something that covers affordable mobile providers. You could have stayed with WOW and their cheap internet pricing and just picked up something like VOIPo or PhonePower that only would have tacked on around $8-10/month after taxes for what would effectively be unlimited monthly calling with e911 support.

You also don't really need more than about 3Mbps unless you're paid substantially to move around large amounts of ones and zeroes. Their $30 8Mbps service is overkill.

Believe it or not, I'm not stupid. My wife wants to do call center stuff, and they require a land line or cable. AT&T wanted something crazy for a basic landline, so the $10/mo add-on with TWC was the best option. They also require minimum 15 down.

I'm not saying it's a GOOD deal, just the best one we could get.

WhoDey

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Re: Did I get the run around from Time Warner Cable?
« Reply #19 on: April 28, 2016, 06:25:33 AM »
I also have TWC internet only for $29.99. I think the key is, you have to tell them you are leaving. Their customer-retention people are the one who are actually empowered to make a deal. In my case, there were no other options I could threaten to move to, but I said I was thinking I'd just use the library for my internet service. They offered me the $29.99. Unfortunately under their their crappy business model, these deals are "promotions" that you have to renew, so you have to have that unpleasant conversation again in 12 months' time.

Yes, the lady I was speaking with was actually very pleasant and advised that we would need to have the conversation again in 12 months.  While that is unfortunate the savings of $120 per month is well worth it.  Another step in Mustachian step forward!

Now to attack our Cell phone bill...

Daley

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Re: Did I get the run around from Time Warner Cable?
« Reply #20 on: April 28, 2016, 08:06:58 AM »
Believe it or not, I'm not stupid. My wife wants to do call center stuff, and they require a land line or cable. AT&T wanted something crazy for a basic landline, so the $10/mo add-on with TWC was the best option. They also require minimum 15 down.

Never stated that you're stupid, but you are dangerously underinformed.

From my standpoint, it looks like WOW was actually trying to do you a kindness by offering you a service package that actually fit the needs of your wife by virtue of needing to go with a business line if she's doing call center work, only she did the same thing you are - getting offended instead of listening. WOW's residential phone service has an undisclosed volume abuse termination clause that their business phone service does not. Odds are, AT&T was doing business line call volume pricing as well.

Now, VOIPo does small business lines for the same price as residential, and VOIPo's hard cap is 5,000 minutes a month. The only technical difference between TWC and VOIPo is literally a UPS battery that you attach to the modem/router/ATA for uptime versus being built-in from the ISP as they're both VoIP. Heck, even AT&T's service is VoIP now from at least the CLEC. If you're in Uverse territory, it's VoIP from your home's router. When it's set up right, they wouldn't even know the difference. If anything, unless you're paying big bucks for business service from TWC for your wife's call center stuff, your residential phone line is hard capped to only 1,000 minutes a month (sixteen hours and 40 minutes) - one-fifth of the call time for considerably more money and hassle. And you know how I know you're not paying for their business service? Because you got the residential discount of 50Mbps internet for $40/month plus $10/month for a phone line.

Odds are, your wife's employer has that requirement because they need you to have business call center minutes available. If 5,000 minutes a month aren't enough through most flat-rate VoIP providers, you're going to have to drop some real coin to keep your phone service (and likely internet service given the speed requirements and data loads likely needed) from being terminated.

Now, you can either continue to be offended, or you can actually listen to a voice of far greater experience trying to help keep you out of trouble. Your choice, friend.



Now to attack our Cell phone bill...

Good thing there's an entire guide (more current and complete) for that. :)
« Last Edit: April 28, 2016, 08:19:50 AM by I.P. Daley »

NoStacheOhio

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Re: Did I get the run around from Time Warner Cable?
« Reply #21 on: April 28, 2016, 08:43:39 AM »
Believe it or not, I'm not stupid. My wife wants to do call center stuff, and they require a land line or cable. AT&T wanted something crazy for a basic landline, so the $10/mo add-on with TWC was the best option. They also require minimum 15 down.

Never stated that you're stupid, but you are dangerously underinformed.

From my standpoint, it looks like WOW was actually trying to do you a kindness by offering you a service package that actually fit the needs of your wife by virtue of needing to go with a business line if she's doing call center work, only she did the same thing you are - getting offended instead of listening. WOW's residential phone service has an undisclosed volume abuse termination clause that their business phone service does not. Odds are, AT&T was doing business line call volume pricing as well.

Now, VOIPo does small business lines for the same price as residential, and VOIPo's hard cap is 5,000 minutes a month. The only technical difference between TWC and VOIPo is literally a UPS battery that you attach to the modem/router/ATA for uptime versus being built-in from the ISP as they're both VoIP. Heck, even AT&T's service is VoIP now from at least the CLEC. If you're in Uverse territory, it's VoIP from your home's router. When it's set up right, they wouldn't even know the difference. If anything, unless you're paying big bucks for business service from TWC for your wife's call center stuff, your residential phone line is hard capped to only 1,000 minutes a month (sixteen hours and 40 minutes) - one-fifth of the call time for considerably more money and hassle. And you know how I know you're not paying for their business service? Because you got the residential discount of 50Mbps internet for $40/month plus $10/month for a phone line.

Odds are, your wife's employer has that requirement because they need you to have business call center minutes available. If 5,000 minutes a month aren't enough through most flat-rate VoIP providers, you're going to have to drop some real coin to keep your phone service (and likely internet service given the speed requirements and data loads likely needed) from being terminated.

Now, you can either continue to be offended, or you can actually listen to a voice of far greater experience trying to help keep you out of trouble. Your choice, friend.

How am I dangerously uninformed because WOW wanted $30/month more than TWC for the exact same service (and slower internet), and those two were my only options? Quit being condescending and I'll consider not being offended.

I looked into all of the available options.

As I've already said at least twice, we don't have UVerse on our side of the street.

Edit: the only reference to 1,000 minute limit is with regard to international calling.
« Last Edit: April 28, 2016, 08:48:43 AM by NoStacheOhio »

Daley

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Re: Did I get the run around from Time Warner Cable?
« Reply #22 on: April 28, 2016, 09:14:47 AM »
How am I dangerously uninformed because WOW wanted $30/month more than TWC for the exact same service (and slower internet), and those two were my only options? Quit being condescending and I'll consider not being offended.

Okay, learn the hard way. Have fun with that.

Guses

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Re: Did I get the run around from Time Warner Cable?
« Reply #23 on: April 28, 2016, 09:54:18 AM »
Geez, all those options are confusing.

If only there was some sort of place where all that information was collated and annotated in a way that was easy for me to understand... A sort of guide if you will.

Oh well... A man can dream.

Metta

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Re: Did I get the run around from Time Warner Cable?
« Reply #24 on: April 28, 2016, 06:02:31 PM »
You did a bit. The bundles are typically two year contracts with discount pricing that will go up after about a year. Fortunately there's usually a 15-30 day cool-off period with any account and billing changes with contracts.

Look into Earthlink. They offer a $42/month 15Mbps service to most TWC customers with a $30/month for the first six month intro price. No "cable TV requirement", no bickering for lower prices, just nearly reasonably priced internet access.

If you're in an AT&T Uverse region, there's also Toast.net. $38/month for 6Mbps - which is plenty fast, no modem rental fees, taxes are included in that price, only a $50 install, no bait and switch pricing, and only a 12 month contract. We're with Toast ourselves on this very plan currently, and it's fine. Zero complaints. There's even a referral program if you're interested.

If you can kick Time Warner to the curb, do so. There's more out there and cheaper with better support. You won't regret leaving them.

Toast looks great! Do you have a referral code you want me to use?

ardrum

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Re: Did I get the run around from Time Warner Cable?
« Reply #25 on: April 29, 2016, 09:16:17 AM »
I have TWC, just internet, for $43 and change per month.  No cable/phone.  I am moving soon, and if anything I may try a slower internet plan since I doubt I would get much, if any degradation in noticeable performance.