Time Warner Cable - UGH!!!

[luvmy3jewels]

This is a total vent, but I'm so angry right now I need to get my frustration out!! I have DishNetwork. ..am a very happy Dish customer and plan to stay with Dish. Last week my dh came home and found someone marking the utility lines in our yard. Of course, he asked what the guy was doing and was told that they were marking the lines for our cable installation. He told the man that we did not order cable and to stop marking lines.

Today, I find out that TimeWarner went to my house, cut my satellite lines, and hooked my house up to cable. When I called them to find out what the heck was going on, they said that they had gotten an inquiry about hooking my house up (but no name was associated with my address). They also said that to get it fixed I have to call Dish and arrange Dish to come out and fix my satellite and they will pay the cost of repairs.

Why on earth would TimeWarner have hooked up a house with no name for an account (wouldn't they have run a credit check on the customer?) UGH!!! One more thing for me to have to worry about right now.

 

[The Mystery Machine]

Oh boy! I would be steaming mad. I wonder if you could file a police report or something along those lines?

You are going to need proof or something that TW did something illegal to your home, right?

I don't know what to tell you. I know my dh would call the police.

 

[DrCavin]

TW is the evil empire

 

[dislaney]

One more reason to hate Time Warner Cable. I have DirectTV now!

 

[SadieDog]

That is strange and I don't understand it either.

On a side note, I have had wonderful customer service with Time Warner. Always friendly, helpful and prompt. I have been pleasantly surprised by them b/c the old cable companies were not pleasant to deal with.

 

[luvmy3jewels]

I'm back with a little more info. The cable installer cut accross a 100' underground line that connects our satellite to our house (satellite is on an accessory building in our side yard). After I called Time Warner and got nowhere, my dh called and basically got nowhere as well. They are supposed to send a supervisor out to "verify" that the damage was done by their installer. However, they still refuse to fix it themselves and we have to go through the trouble (and expense) of having our Dish contractor come out and replace the line. Then they will reimburse us. I don't know how long it will take to get Dish out to fix it, but we will be without service until they can get to us.

To those that suggested contacting the police, believe me I am tempted, but I think that route will be more trouble than it would be worth. I'd like to think this is all a misunderstanding. Dh just told me that a couple of weeks ago, a lady was going door to door in our neighborhood trying to get people to connect to TimeWarner. He spoke with her and told her we have satellite and weren't interested. I'm assuming she was the one that turned our address in as being interested in connecting. I have to wonder if she did that so she could get a commission off of the referral. We are definitely going to bring this up with the supervisor that comes to inspect the damage.

 

[tvguy]

Normally each city has a Cable Commission, a part of the city government that overseas cable TV operations. There should be a complain process.
As far as I am concerned, Time Warner should call Dish to have it fixed, and Time Warner should be billed directly.

 

[The Mystery Machine]

Normally each city has a Cable Commission, a part of the city government that overseas cable TV operations. There should be a complain process.
As far as I am concerned, Time Warner should call Dish to have it fixed, and Time Warner should be billed directly.

Agree. Once you call DISH and tell them to come out and fix it, you are accepting responsibility for the damage and have to pay for the bill from DISH.

TM will "claim" that YOU wanted the install because afterall it is in "their" paperwork.

When we were in TX we had 10 go rounds with TW because we had "the box" in our backyard.

 

[luvmy3jewels]

Normally each city has a Cable Commission, a part of the city government that overseas cable TV operations. There should be a complain process.
As far as I am concerned, Time Warner should call Dish to have it fixed, and Time Warner should be billed directly.

Our local government does not have a Cable Commission. Time Warner does pay a franchise fee every year to them, but it is basically a rubber stamp process (TimeWarner is the only cable service available in this region.)

Dh and I both tried to tell them that they (Time Warner) were the ones that created this problem and they should fix it, but they are refusing to. Now based on your comments (and Mystery Machine's) I'm a little worried about getting stuck with the bill. I really did not want to go through the trouble of filing a police report, but I don't want to get stuck with the bill either. Maybe I need to talk to someone at the police dept about filing a report. I need to find out how much it is going to cost us to get this fixed and make some decisions.

It's just really strange that TimeWarner was hooking us up and didn't even have our names in their system for an account. Somebody has goofed this situation up!!

 

[sayhello]

Normally each city has a Cable Commission, a part of the city government that overseas cable TV operations. There should be a complain process.
As far as I am concerned, Time Warner should call Dish to have it fixed, and Time Warner should be billed directly.

I totally agree with this. It was Time Warner's mistake, and they should have to take care of getting it repaired. I would contact DISH, tell them what's going on, and ask if there is some way they can deal directly with Time Warner to get it fixed. While you might have to initiate the call to DISH to get it taken care of, no money should have to come out of your pocket at any point.

Sayhello

 

[The Mystery Machine]

Just from your posting they are #1 claiming that someone wanted an install in your home and #2 are refusing to fix it.

Maybe you can get a quote from DISH for the repair and have TW cut you a check for the repair SO you can repair it?

Maybe you can call DISH and they can file charges against TM for damaging their equipment?

I don't know what angle you can use. Good Luck!

 

[dis-happy]

Get busy and file a complaint with your state's attorney general's office. That will get some attention.

Also, if damage was done, it might be a good idea to get that police report on file. Keep copious notes of whom you talked to, who the installer was, when they came, take photos, etc.

There is no way TW should have/could have done an installation without your name and ssn being on an account file. I had a big fight them a couple of years ago when all of a sudden a modem installation made an appearance at my house. There are about 3 layers of security you have to go through to even call and get information re. your own account. They had no explanation how someone could order something for my account---they said it was done on-line. The whole thing left a very bad taste in my mouth and it made me wonder if my ssn on file with them had been compromised.

I hate TWC. Maybe I should switch to Dish.

 

[HonnyDipp]

I'd call my local news and radio station and report this. Make it known that TW came onto YOUR property, and started working. Normally when an appointment is made, they are supposed to knock on your door to let you know they have arrived. They are supposed to go over the work order before they touch anything. They are not supposed to just start working. This whole thing seems really dirty to me. I'm sorry you guys are going through this! This shouldn't be on your shoulders. This was their mistake, they should contact DISH and fix it themselves.

 

[dismom2005]

Wow, that is crazy! I can't believe they did that.

 

[cm8]

This is a total vent, but I'm so angry right now I need to get my frustration out!! I have DishNetwork. ..am a very happy Dish customer and plan to stay with Dish. Last week my dh came home and found someone marking the utility lines in our yard. Of course, he asked what the guy was doing and was told that they were marking the lines for our cable installation. He told the man that we did not order cable and to stop marking lines.

Today, I find out that TimeWarner went to my house, cut my satellite lines, and hooked my house up to cable. When I called them to find out what the heck was going on, they said that they had gotten an inquiry about hooking my house up (but no name was associated with my address). They also said that to get it fixed I have to call Dish and arrange Dish to come out and fix my satellite and they will pay the cost of repairs.

Why on earth would TimeWarner have hooked up a house with no name for an account (wouldn't they have run a credit check on the customer?) UGH!!! One more thing for me to have to worry about right now.

They are required to fix any damaged caused by their negligence. I would file a police report immediately and call their corporate offices. Knology did that to us and they had someone on it right away once my husband got busy getting the corporate information and contacted other people. They wanted us to have DTV come out and repair what they broke. DTV wanted to charge us a service call fee plus custom installation to re run the lines the way we had it. Knology paid and we received an apology from the corporate office along with a gift card


I hope that you get your issue resolved ASAP. Please let dish know what is going on and suspend your services so you won't be charged while this is going on. Also, I would inquire as to how TW is going to compensate you for your inconveniences and prevent the same from happening in the future.

 

[undertheradar]

Go to the local TW office and demand service! They should resolve the issue just as quickly as they were able to create it.

 

[eab]

You should file a complaint with the Public Utilities Commission for your state. I work for a phone company and if anyone files a complaint with the PUCO in our state we have to answer within a certain amount of days. Your local television news should have a segment where they go to bat for people who have no luck with dealing with a company.