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Are You Satisfied With Time Warner?

The company says they 'regret any inconvenience' caused by last week's outage.

When Time Warner cut a deal with Madison Square Garden to restore Knicks games to local sets, .

But a reported neighborhood-wide outage in Wednesday in Northeast Queens seems to have renewed some ill will against the company. Patch Blogger David R. Yale , and here's an excerpt of a letter from a Patch reader who says she's experiencing other issues:

You may be interested to know that TW also had a "mini" failure [on] Thursday, Feb. 23.  At about 8:30p.m. I was watching Ch 23 and the screen went blank.  I tried Ch 115, that was also blank.  I checked a few other channels at random, and they were OK.  I called TW and the automated operator advised there was technical difficulties in my service area.  About an hour later service was restored. 

Over the past several months I have had numerous problems with service... I have two cable boxes, one was replaced once and one replaced about three times.  I was experiencing delays in going from channel to channel, frozen channels, i.e., could not move from one channel to another, no sound, and what I was told were pixels on the screen.

Here's a sample of TW sense of humor:  I had TW DVR service installed and knew from friends that there was a booklet available with instructions on how to get full use of the service.  The technician did not have one available and suggested I call the office.  I called three times in a month and did not receive it.  Then, one day I received a large brown  envelope from TW.  I opened it thinking I had my instruction booklet, wrong! it was a laminated card with instructions on how to connect your DVR to your TV.  Well duh, what did I pay TW $40 for?  I finally gave up and photocopied my friend's booklet.

A spokesperson from Time Warner did not respond to the reader's complaints, but had this explanation for Wednesday's outage;

“At approximately 5:50 pm on February 22, faulty Con Edison power lines burned through Time Warner Cable fiber lines near the intersection of Parsons Blvd. and 45th Ave., causing an isolated service outage that affected some of our customers. Time Warner Cable responded immediately and sent repair crews to the scene, but could not gain immediate access as Con Ed’s repair of power lines took precedence.

Once we gained access, we repaired the damaged fiber line and service was restored at approximately 6:30 am the following morning. We regret any inconvenience this isolated incident caused to our customers.”

David R. Yale February 26, 2012 at 02:45 PM
Time Warner's typical corporate-speak does not explain why they do not have a smart network with redundant capacity that is able to reroute traffic around problems. I'm willing to bet five bucks they won't address that question. And another point, Time-Warner is either sloppy or doesn't know Queens geography. Parsons Blvd. does not cross 45th Street anywhere in this borough. The intersection in question is Parsons Blvd. and 45th Avenue. Time-Warner is supposed to be able to work with exacting technical specs. Does an error like this give you any confidence in their ability to do so?
Geri February 26, 2012 at 03:32 PM
I left Time Warner two months ago and switched to Verizon Fios. So far so good. Saved money too.
Phil Konigsberg February 26, 2012 at 04:03 PM
Last night I had a recurring issue with TWC (I only subscribe to their cable TV service) regarding their On Demand feature. I had put off calling their customer service phone # previously because of the long hold time in the cue I usually experience when I call TWC. But last night I was fed up with the lack of service we were receiving from TWC lately (and their MSG debacle) so I decided to call. Besides, we really wanted to see a program we missed earlier in the week. To my surprise there was no wait to speak to the TWC CSR and while resolving the On Demand issue I asked the CSR to advise me about the credit that was being issued to our account due to the widespread outage TWC customers experienced last Wednesday and Thursday. I was advised that since I am reporting the service disruption to him then he would issue me a two day credit on our account. I thanked him but questioned why was I not automatically credited for the time our cable service was not operating? I advised him that TWC knew of the numerous neighborhoods that were affected including all of our neighbors who subscribe to TWC and a credit should have been automatically given to the subscriber's account. I was advised that TWC will only credit a subscriber's account if they individually call them to report the problem from last Wednesday and Thursday. How preposterous is that? Anyway, for those who experienced the service outage and want the deserved credit you can call them at 718-358-0900.
Lori Gross February 26, 2012 at 07:37 PM
To your point about faulty Queens geography, David, TW Spokesman Eric Mangan said his reference to 45th Street was a typo. He asked us to fix it in the post, which we have.
Michael Feiner February 26, 2012 at 09:22 PM
Time Warner HD channels occasionally freeze up on me. I'd switch to something cheaper but I find NY1 very useful. That problem with the MSG Network blackout was ridiculous!
David February 27, 2012 at 04:15 AM
We switched 3 years ago to Direct TV and couldn't be happier. Almost no interruptions in that time. After 5 years and 4, yes 4, boxes, we ditched TW. Smartest thing we ever did.
barbara langone February 27, 2012 at 06:36 PM
Michael, Do you have a Samsung cable box? After changing my cable box three times for various problems as described on pg 1 of this Patch, one of the techs advised me that the Samsung box (which I had) was not compatible with all TV's and that was my problem. Barbara Langone
Sue February 27, 2012 at 09:48 PM
The only reasons we've stuck with Time Warner is for NY1 news and because the DVR system is better for our needs. We've had numerous problems with them over the years such as service interruptions for minor weather issues, programs that freeze and the sound not working. The customer service reps. are very nice but the problems keep coming back. Sue
Mike Klubok February 29, 2012 at 02:34 PM
I like NY1 News as it is very good. However once Fios is available in my building I intend to switch. I have heard from those who switched to Fios that the service is so much better. After seeing it at their homes, I am convinced of it.

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