 Review by MisterMarcus 
Posted: 1.7 years ago
member for 7.1 years, 1119 visits, last login: 2 days ago
 San Diego,San Diego,CA
 $102 per month
 "Nearly $75/month cheaper than Cox for comparable services."
 "TWC's implementation methods and hardware seem prehistoric."
 "I like TWC so far, but they really need to work on their hardware setup."
| Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)
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Okay.
So I used to be a Cox customer, had them for years....nearly 10 years going, and was satisfied with them, even if I felt they were overpriced by far. My job notified me that we would be moving to a new building in a different part of the city, and farther away from my residence. I also needed some extra features that my apartment complex couldn't provide anyway, so I decided to relocate this month.
3/29
I did some research, determined that for some odd reason Cox does not service the "rich" parts of San Diego, those being Poway, Rancho Bernardo, Rancho Penasquitos, Mira Mesa, Miramar, La Jolla, Scripps Ranch, Carmel Mountain. Thus I was forced to go with Time Warner. I already had a beef with TWC due to me applying for a job with them some years ago and them never responding, but whatever. I browsed their website and selected the package that seemed to suit me, called the "Intro" package, priced at about $120 for cable, internet, and phone (even though I don't really need phone service I like to have the land line to ease the cost to my cellphone, plus it's better quality). Placed my order online, scheduled for 4/15. Got an email 5 minutes later saying my address was not serviceable, even though the website said it was and the apartment said TWC is the only cable provider. Err?
3/30
Called TWC to find out what was going on. Spoke to a very nice girl who confirmed quite solidly that my address was indeed serviceable and didn't know why I got the email. Um...yeah. Then she tells me that she can offer me the same package for $102 for the first year as a promo deal. (Side note. She did NOT tell me about the $30 installation fee, which I'm going to assume is a partial payment. More on that later). I accept the deal. Turns out that the HDTV service is included (Cox charges a monthly fee for access to HDTV channels), and the HD-DVR is no more than the regular DVR box (Cox charges nearly $10 a month for an HD-DVR vs. $5 for the standard DVR). So I go ahead and upgrade; might as well enjoy the service. Scheduled for 4/15.
4/15
The appointment is scheduled for 12:30-2pm. This joker shows up at 1:30pm (this is a pet peeve of mine. Show up as EARLY as possible, the whole timeframe should be reserved for ME, especially since I had to wait around for him). Everything seems to be functioning fine, I didn't have my TV to test yet.
4/16
I note that the joker forgot to install the battery in their modem. Called TWC, they're issuing ANOTHER tech out to install the battery. Unfortunately, since I work, they have to wait until the next Saturday.
4/21
Same joker is out to install the battery; he doesn't look too happy to have been ordered to come back. Installs the battery and leaves. An hour later I notice that the modem is not sync'ing properly. I tried everything under the sun and it's just not working. Called TWC again, the guy tweaked something on his side and had me powercycle. BOOM - works. He said "sometimes the codes change on their own". Sounds like their system needs fixing.
So no, it didn't take TOO long, but here are the issues I noted (and I work as an auditor, so I can easily identify issues):
- Website not properly detecting address eligibility, then issuing denials without a process to have a rep review the file first - could be misleading and cause potential customers to look elsewhere
- TWC using a VoIP gateway modem to power telephone means the phone service is not only subject to outage, it's subject to the residence' power supply. In the event of a power outage, the customer would be without phone service. Cox's phone is provisioned directly through the copper pairs, activating phone jacks like normal, with an external battery backup that provides sustained service in the event of an area outage.
- Poor disclosure of fees/costs. I was never informed of the installation fee. I knew there would be one due to my past personal experience as well as experience working with Cox, but it was not once disclosed to me. I didn't know what it was until I saw my first bill.
- The tech set up the modem on the bypass A/C port on the HD-DVR. Why would you do this? It goes against everything documented about cable modems, especially VoIP ones. They should always be set up on a sufficiently rated surge protector; a lightning strike could come through the power outlet AND the cable line, causing double the damage.
- Tech showed up as late as possible in the install window. Doubtful that traffic had anything to do with it; it was a Sunday. He was just lazy, and it gave me a poor impression.
Now for the good things:
- The picture quality on TWC is a LOT better than Cox's picture quality, even on SD channels. There is a lot less artifacts and noise in the picture and the HD channels are much sharper with no distortion or image breakup.
- The cable box sync's instantly. Cox's box took upwards of 10 minutes sometimes. Very annoying. TWC's doesn't seem to have this problem even though it's the exact same Scientific Atlanta box.
- The interactive guide on the TWC box seems a LOT more up to date than Cox. It's cleaner, faster and more efficient at handling show recordings. I can start a show, stop it, come back three days later and it remembers the exact position. It's also easier to find series and schedule them than on Cox's.
- Free movies! Sure they're crappy, but it's the principle of the thing.
- The internet is smooth with little issue. 5/384 I think, consistent, no hiccups except for when the modem gave out. Dynamic IP that never changes (you know how that is).
- The tech support seems to be on top of issues. I've never had a problem with the "sir, please powercycle your modem and call us back" that Cox likes to do. I tell them what's wrong, they tell me to do something, then they do something, and it's fixed.
- MUCH cheaper than Cox. They don't charge extra for HD service, don't charge extra for DVR boxes vs. regular boxes, and are priced very fairly. Strange, since again, they seem to be only in the "rich" areas.
In short I'm happy so far. Time will tell, and I really don't like the VoIP modem approach. But that's because I prefer less visible hardware where possible.
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