Helen of Marlowe's Blog

Looking for Time-Warner Service

Posted in "North Carolina" by helenofmarlowe on June 9, 2014

Sometimes I think I would vote for any politician, even a teaparty regressive, if they promise to pass a law requiring all businesses to have real people answering telephones.  It would help the economy, provide more jobs, and probably get votes from all except corporate persons.

   My Time Warner cable service has been spotty for years.

   Our internet connection is dropped at least once most days, several times some days. Sometimes for a couple of minutes, sometimes for a half hour or more.

   Years ago – 15 years? – we discovered one problem, after countless tech support people came out to the house and found nothing wrong. Seems when the service was installed, someone mismatched the connectors. So that it was building heat, getting too hot, cutting off, cooling down, getting too hot again …

   That went on for almost a year before one of the technicians discovered it. After that, I wrote a letter to Time-Warner telling them I want six months refund because it took them at least that long to discover that their incorrect installation was causing the constant outages. A woman responded with much sympathy saying they’d give me a one-month credit, but it never happened. Wish I could find that letter, but looking for it seems as pointless as calling their service number.

   And we continued to have outages, so they came out and dug a new cable. Not sure why. That was maybe five years ago. We still have outages.

   So occasionally I actually try to call the customer service number, but I never get to a real person and I don’t get to tech support.

   On Saturday, I thought I’d watch Michelle Obama speak at Maya Angelou’s funeral. Caught a few minutes of it, then the cable went out for about 25 minutes.

   This morning, I thought I would be clever, and instead of punching the number that I want technical support, I punched that I want to buy new services. I thought, yeah, they’ll have that one staffed. And I was right. A pleasant real-live human answered immediately. I told her that I don’t really want to buy new service, I just want to reach technical support, and asked if she can connect me to tech support. She said she can give me a number to call. I asked, can you give me a phone number that someone will answer? Well, no. She gave me the number I’ve been using. Said that’s all she can do.

   So here’s how it goes.

   After pressing one for English, I go through recursive steps of asking what I want. Do you hate speaking to a robot as much as I do? I keep repeating that I want to talk to technical service. The robot says, we are not showing any outages in your area. And then the robot thanks me and assures me that I’m important, and that their mission is to provide good services, and then disconnects.

   AT&T is available here, but I’m told by people who know more than I do that DSL is much slower than cable.  At least in USA — not in Europe.  Also, it’s a nuisance to have to change our email addresses.

   The AT&T web page tells me their highest speed is “Up to 6.0 Mbps” That’s pretty slow, even if we ignore the problem that “up to” could mean three.

   I’m pretty sure Time-Warner has a monopoly in my city. You want cable, you get it from Time-Warner.  So I’ll go back to watching the bird feeder in the back yard, or maybe the one in the front.  Always reliable entertainment there.

   Now, if I can find a snail-mail address to corporate offices, I’ll print this blog and mail it to Time-Warner.

   At least it will add fifty cents to the USPS revenue.

%d bloggers like this: