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Question about Time Warner cable
This is actually for Mama Lupo, but given the current situation, she's not able to ask herself.
For the last several weeks, (more like a month, now that I think about it...) The internet at mom's house has been on the blink. It'll stop working for hours at a time, come back up for a few minutes, and then go down again. Spotty is the polite way to describe it. Now, Mom, sister and stepdad aren't stupid, they know the basics. Turn off the modem/router, or reset it, etc. Plus, they've called multiple times over the course of the last several weeks. Each of them has made multiple calls. Each time, they're told that the connection is fine, so it MUST be something they're doing, or it's their equipment. Time Warner hasn't even offered to send a tech out. Ok, scratch that, they offered, for a small service fee to have someone come out and demonstrate how to use the equipment, despite the fact that every troubleshooting step they walk mom through results in the exact outcome that should happen proving everything is working perfectly.
Sadly, they can't switch providers because the area they built their house in, only Time Warner goes out that far. They had AT&T for the longest time with no problems, and sister even pointed that out one time that she called. Mama even at one point started tracking throughout the day how long the internet would go in and out. It read out for 4-5 hours, up for 2 minutes, down for 45 minutes, up for 30 seconds, etc. (No exaggerations on the times, folks...). When she called today and again was told that it wasn't Time Warner's fault, she asked why she was paying for service she wasn't receiving, and if there was any compensation for the fact that they've been without service for so long. She was told that apparently Time Warner doesn't consider it a true outage unless there's 24 consecutive hours without service. Those 2 minutes they had internet today? wiped out the time and started the clock over for tracking 24 hours.
Mama's upset, and is getting sick of talking to the people she's been talking to. I told her to start going up the chain, and keep her documentation on hand. If nothing else a tech needs to go out, to see that their equipment isn't borked, it's running just fine.
I guess my question is this: Mom's escalating, and I'm trying to help her put together an argument that will hopefully get results. I've read the how to complain correctly thread, but I'm wondering if any of you fantabulous folks have had dealings with/worked for/had anything to do with Time Warner and similar situations and how to go about getting it resolved? I told mom if she wants, I'll call for her (done it before, I get better results for some reason...), and as we both have Thursday off, I may call then, giving me a couple days to get my ducks in a row, so to speak.
so. Help? For mommy?? Please?
For the last several weeks, (more like a month, now that I think about it...) The internet at mom's house has been on the blink. It'll stop working for hours at a time, come back up for a few minutes, and then go down again. Spotty is the polite way to describe it. Now, Mom, sister and stepdad aren't stupid, they know the basics. Turn off the modem/router, or reset it, etc. Plus, they've called multiple times over the course of the last several weeks. Each of them has made multiple calls. Each time, they're told that the connection is fine, so it MUST be something they're doing, or it's their equipment. Time Warner hasn't even offered to send a tech out. Ok, scratch that, they offered, for a small service fee to have someone come out and demonstrate how to use the equipment, despite the fact that every troubleshooting step they walk mom through results in the exact outcome that should happen proving everything is working perfectly.
Sadly, they can't switch providers because the area they built their house in, only Time Warner goes out that far. They had AT&T for the longest time with no problems, and sister even pointed that out one time that she called. Mama even at one point started tracking throughout the day how long the internet would go in and out. It read out for 4-5 hours, up for 2 minutes, down for 45 minutes, up for 30 seconds, etc. (No exaggerations on the times, folks...). When she called today and again was told that it wasn't Time Warner's fault, she asked why she was paying for service she wasn't receiving, and if there was any compensation for the fact that they've been without service for so long. She was told that apparently Time Warner doesn't consider it a true outage unless there's 24 consecutive hours without service. Those 2 minutes they had internet today? wiped out the time and started the clock over for tracking 24 hours.
Mama's upset, and is getting sick of talking to the people she's been talking to. I told her to start going up the chain, and keep her documentation on hand. If nothing else a tech needs to go out, to see that their equipment isn't borked, it's running just fine.
I guess my question is this: Mom's escalating, and I'm trying to help her put together an argument that will hopefully get results. I've read the how to complain correctly thread, but I'm wondering if any of you fantabulous folks have had dealings with/worked for/had anything to do with Time Warner and similar situations and how to go about getting it resolved? I told mom if she wants, I'll call for her (done it before, I get better results for some reason...), and as we both have Thursday off, I may call then, giving me a couple days to get my ducks in a row, so to speak.
so. Help? For mommy?? Please?
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