Time Warner Internet Service

My modem has the same problem. I think I will have to switch to DSL if this keeps up.

same here! i have been very disappointed with time warner's road runner service for the past few months now. at least once a week my internet connection will drop out for at least a half an hour. everytime i call to report the outage (and i know it's some kind of outage because i'm never the only modem down) i get caught in time warner's customer service vortex. after repeating my account info and internet problems to at least 3 different customer service support agents, i finally get transferred to 'tier 3' support. by this time i've managed to make & eat lunch, grow 36 minutes older, and my internet connection has returned and there is nothing the 'tier 3' support agent can do since everything is working. my latest outage lasted 3 days! dsl is looking better & better!

I don't have as frequent problems as you but, it does go out often and for no apparent reason. Their tech support staff always blame it on me or my modem or my router and then when the technician comes out he invariably tells me that its because they are working on the Head End in Rhinebeck. The field service technicians are always nice and they tell you the truth.

When the system does go down it helps to have as many people call them and complain as possible ! So to anyone who reads this if your cable system goes down call them ASAP and they will react more quickly.

And if your not sure whether you have an isolated problem or not call me or Sean and we will tell you if we're out as well, which is a sure indicator of a widespread problem.

Fred Shequine 914-456-5360

I'll chime in to say that Time Warner truly stinks. Not only have I had miserable service in the past 2 months, I've had miserable customer service. On Friday, June 23 we were out for 6 hours, same on Sunday the 25th. Monday we were out for 2 hours and had very spotty service Tuesday and Wednesday.

I called each time and there was a "system" outage recording. I still talked to a customer service rep to log my complaint and get credit (ranging from $2 to $16 - with no rhyme or reason). When I spoke to someone Wednesday evening, they said there was no record of the outages! I asked them to have a supervisor or manager call me the next day because I wanted some answers. Surprise, no one called. We've also called in the past and asked to be promoted to the next level of support and been transferred to an answering machine.

We've gotten advice to call the Public Service Commission and lodge a complaint. Think I will have to try that... and DSL.

I can't take it anymore! They are not fixing the problem and it's just getting worse. I suggest we all complain to the Public Service Commision (PSC). Here is a link to the on-line complaint form.

M

I think we should all do something en mass! Perhaps we should all write letters discribing our individual experiences and we should send them together with a cover letter. If 50 or 60 individuals write, and these letters are recieved at the same time, I think this might have an effect. Is it possible to have a place on this site to write letters and then have the web master help us to print them up? Or perhaps we should put an envelope in a central spot- perhaps the library or the post office or even someone's home, where people could drop off letters.......

I would be willing to do some door knocking to get others on board........

Any other suggestions?

Carolyn Marks Blackwood

I have had numerous conversations with TWC about getting cable on Pells Road. They are the worst to deal with. They never respond when they say they will. At this point even if it was offered I wouldn't deal with them. I think we as a town should get another carrier in this area.