Time Werner Cable and Internet Horrible Internet Service Louisville Kentucky

I am having MASSIVE packet loss between the same three hours. 9pm -12pm every night... I called Time Werner Cable and I asked what can be done about it and on multiple calls I was told I would have to have a tech come out and look.

Every time I ask if they will be able to come out @ 9-12pm and hang out to see the issues whn they are happening and they said their techs only work until 7pm. I said, "Then how am I going to get assistance with this?" The rep told me to call to have a tech come out three times in 1 month or the case will not be looked at seriously...If I do not do this they will not have someone look at my case as its an issue.

THIS IS HORRIBLE CUSTOMER SERIVCE!! I was given A LOT of excuses about what could be the issue, then the rep just stated they hear this A LOT and TWC has yet to do anything about it.

The Rep even admitted their is another company in this town that gives better serivce. I will not mention them in this statement as I have already moved to that service provider and they are 100% better.

The Rep stated,TWC managers slipped up in a meeting and said, "The customers are trying to get cheaper service, they need to be tested to see if they are cheating our system!!" The rep was really nice but very unprofessional!!

The representative also stated the NOC (Network Operations Center) usually does nothing about situations like this as they are not concerned about on house.

I have to ask.. How can a company stay in business when they are not concerned about each and ever customer on an individual basis?