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Defective Cable Box

Posted Sat December 31, 2011 12:19 am, by ellen p. written to Time Warner Cable

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I have had 2 defective cable boxes installed by Time Warner...the last installer told me the company uses the cheapest boxes and 20% are defective right out of the box. I was sure this time things would work, but after returning home after Christmas, my cable is not working again. The customer support people tried to reboot the box, but finally just said, well, you can have another appointment in 8 days, sit home on Saturday once again, and get another box. There is nothing we can do. The chat people just read from a script and have no technical idea at all...and they fail even to read what you write...I said that I had already had the box rebooted this evening, and the chat person went right ahead and rebooted it again...and 10 minutes later, brightly asked, so is everything fine now? It was a total waste of time...I might as well have discussed it with my dog.

Please, I would like a functioning cable box, and would appreciate a service call that does not take another 8 days. Since October, I had had less than 6 weeks of tv service that actually works...of course, I am that fool that pays her bills. It would be nice if Time Warner would actually provide some service.


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by Bill R. Posted Tue January 3, 2012 @ 11:18 AM

Hello Bill,

I appreciate you informing me of this. Iíll do my best to get in
touch with this customer and resolve her concerns.

I wish you a Happy New Year as well!

Best Regards,

L.B.

Customer Care Supervisor
Time Warner Cable Inc. Austin TX


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by Bill R. Posted Sat December 31, 2011 @ 4:15 PM

ellen p.,

If you have not heard back and need a signal you might try what I did
until I got help.

What I did was plug from where Cable enters the room directly into the
back of the TV bypassing the cable box.

I am no expert and suggest that you consider all options before doing
this.

If you do this you will only be able to receive Basic Channels ( no
Pay Per View or Premium Channels)

BillR.

Reply

by Bill R. Posted Sat December 31, 2011 @ 10:56 AM

ellen p.,

When I upgraded with TWC to a Cable Box and Digital Phone I had some
issues until a very helpful supervisor got involved.

I just dropped him a note suggesting that he pull up your letter on
PFB.com and give you an assist if you are in his area or hand it off
to a supervisor in your area.

Stop back and let us know how this pans out.

BillR.

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by franese Posted Sat December 31, 2011 @ 9:36 AM

I had a similar problem a few years ago with Time Warner Brooklyn..one
cable box kept rebooting on its own during the night and the picture
quality was terrible. I had numerous technicians come to test and
change the box to no avail. Finally I called and spoke to a
supervisor - she looked at my records and said my complaint was legit
(she could see all the service calls I had for the same problem) and
sent a tech foreman to my home....he discovered the problem in less
than 10 minutes. The supervisor also called to follow up and gave me
a month of cable for one month for my troubles.

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