Time Warner Cable, Road Runner High Speed Internet Upgraded to Turbo Service and have been Billed for Upgrade for a Year; Service Never Turned On Charlotte North Carolina

5/25/2007: Subscribed to Time Warner Cable TV services and Road Runner High Speed Internet (7 Mbps download speed)

9/17/2007: Requested upgrade to Road Runner Turbo (Additional $9.95 / month; 10 Mbps download speed)

Since I upgraded, I've consistently performed speed tests on Time Warner's website that show download speeds no faster than around 6.5 Mbps. Just being busy, I never really thought about it and just thought that was the fastest available in my area.

Then recently (11/2008), I went online to see how fast my connection was advertised and I found out that I should be getting 10 Mps download speed, as opposed to the 6.5 Mbps I had been seeing.

In calling Time Warner support, the first technician told me that I had had Road Runner Turbo and that there must be some kind of problem on my end. She then sent me to a "Level 3" technician. This technicial told me that my modem was only set up for the 7 Mbps service and that I had never received the Turbo service, despite paying for it for over a year.

After his more or less insisting that I was lying for five minutes or so, he told me that he could reset the codes there to give me the faster service, but that I would never be able to get a refund. This was because the billing department would just look at the modem with the faster codes and think that I had been receiving the faster service the entire time.

So, now I have to call back again to another department and go through this entire 45 minute process again tomorrow.

In short, Time Warner basically scammed me out of approximately $140 and I never received the service to which I subscribed. I will update this posting with any new happenings as they occur.

Greg in Charlotte
Huntersville, North Carolina
U.S.A.