- Report: #1045883
Report - Rebuttal - Arbitrate
Complaint Review: Time Warner Cablevision
Time Warner Cablevision2 Industrial Drive, Internet United States of America
Time Warner Cablevision We have the following services thru Time Warner Cable; Television, Internet and Telephone Internet, New York
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The problems we are having with the box is that it will show that there are shows taping and when we go back to watch that show it will either NOT be on the list like it was when it was taping, or jump from the beginning of the show and jump to the end of the show and we have restarted the show in the hopes that it will allow us to watch the show in which we had recorded, sometimes it will let us watch but more often than not it will not. There have been times when we start to watch the show and get to the middle of the show and it will then jump to the end and we cant watch it at that point.
There are times when we are watching live television and the screen will go black without any warning. Again there are times when we shut all the equipment off for a few minutes and then turn it back on we can watch our shows but then there are times when we are unable to watch either live or taped show for hours and hours. The DVR box often freezes making it impossible to watch television and when we contact TWC we are told to reboot the box which by the time we call for tech support we have done everything that they are gonna tell us to do.
We have called TWC many many times in regards to these problems and on 4 different occasions had TWC techs come out to our home and either the problems have stopped for a day or so and since the box does not become completely useless the techs will walk in and see that the box is working correctly and I will tell the techs of all the different problems regarding this matter and I have been told that the box is working fine now and that it is "normal" to have to put up with this nonsense. Of course when the techs are sent out to our house my day is tied up for many hours because they cannot tell us an exact time.
The other day the DVR box started having its normal problems again because it would let us watch television either live or taped shows and the picture would completely cut out and for hours we were not able to watch what we pay for each month. An appointment was set up for a tech to come out to my home today 4/24/13 between the hours of 12pm-2pm and when the agent asked me for a number that they should use in order for the tech to call and allow me to know that he was on his way.
I gave him my cell phone number 845-542-1034 and not to use our home phone number as I do not use that number. Today I was home from 7am-3:30 pm. Approximately 1:30 pm I was looking at the incoming phone numbers that came in on our land line I noticed that I had 2 phone calls from TWC and they were at 11:48 am and 12:08pm and right before the TWC number there was a cell phone number so I hit the redial button for that number and it was a TWC tech and I know that because that is how he answered his phone I believe his number was Trevor and he said his name and Time Warner Cable he said after his name.
I confirmed with him that he indeed was a tech and he said yes, I told him that he called my house earlier and his response was that he did not call my number I informed him that he in fact did call my house and I know he did since when I seen his number I hit redial and hence he answered. He asked me my address and he still denied that it was he that called. I am not sure if he all of a sudden remembered the address but he told me that I would not have to reschedule.
I called the office and told the agent that I wanted to speak with a supervisor and after arguing with 2 different agents I finally got a supervisor and I told her what I have been going through with the whole situation. She said the tech said that he called MY land line number and left a message I told her he is a liar because can NOT leave a message on my land line number and that I told the agent yesterday when she asked me what was the best number for the tech to call me on and I gave her my cell phone number.
The supervisor claimed that the number was not on my account when in fact I have had TWC call that number in the past and never have had a problem. The supervisor then tells me that I can reschedule the appointment for tomorrow for the same time frame and I told her that I have sat home ALL day today waiting for this tech whom is the fifth tech that has been sent out to MY house to TRY and fix this problem. She said that she will contact the tech and if he wants to he may call me back but I have to be available which means I have to stay home for the remainder of the day until 7pm.
When I told her that I wanted her name she told me her name was Shine. I asked her what was her supervisors' name and she told me that she is the only supervisor. After insisting on speaking with one and waiting for 2 days in total did I finally get a supervisor on the phone and she basically did nothing to remedy the problem.
This is just the latest of the problems that I have had with this company and I am tired of paying over $200 a month and not have the ability to use the services we pay for month to month
This report was posted on Ripoff Report on 04/24/2013 12:36 PM and is a permanent record located here: http://www.ripoffreport.com/r/Time-Warner-Cablevision/internet/Time-Warner-Cablevision-We-have-the-following-services-thru-Time-Warner-Cable-Television-1045883. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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