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.”

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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