Kent Smith

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      1 comment  ·  Other topics  ·  Flag idea as inappropriate…  ·  Admin →
      Kent Smith commented  · 

      Here is a recent dialog I had with TWC in Kansas City....
      This same type of monopolistic technical support has happened in the past.
      The point is that TWC appears to train (or under train) their support personnel to restrict customer product selections more than current law allows:

      User CUSTOMER has entered room

      Analyst has entered room

      Analyst Anna has entered room

      Analyst has left room

      Anna>
      Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Anna and I would be happy to help you.

      Anna>
      Thank you for your patience.

      Anna>
      Good Evening.

      Anna>
      How may I assist you today?

      CUSTOMER>
      I am trying to fix a problem on the HD TV

      Anna>
      Okay.

      CUSTOMER>
      We recently have a TWC tech out and he used a channel to display the technical info of our system....

      Anna>
      Okay.

      CUSTOMER>
      The QAM64 info etc....what channel shows this tech data?

      Anna>
      I would request you to please elaborate

      CUSTOMER>
      Several years ago, I specifically recall viewing the technicalnetwork data and configuration for our installation....It was available on a specific channel...I wish to see that same configuration data. Thanks

      Anna>
      Please allow me a couple of minutes while I check that for you

      Anna>
      Thank you for waiting.

      Anna>
      We will need a technician visit for this as the settings cannot be done remotely

      CUSTOMER>
      I am not asking to change settings, I simply want a record of the technical configuration...I may need this to make informed purchases of equipment in my home....Are you saying that the technical configuration data is not available to customers?

      Anna>
      In this case, I will have to transfer your chat to our escalation team. Please stay connected while I transfer your chat.

      Anna>
      Is there anything else that I can help you with before transferring your chat ?

      CUSTOMER>
      No you did fine, thanks for the escalation...

      Anna>
      You are welcome.

      Anna>
      It was a pleasure assisting you.

      Anna>
      Again, my name is Anna . Thank you for chatting with Time Warner Cable. We value you as a customer and are here to assist you 24 hours a day, 7 days a week.

      Anna>
      Please do not close this chat, Our escalation team will join you shortly.

      Analyst has entered room

      Anna>Please wait, while the problem is escalated to another analyst

      Analyst Erin M. has entered room

      Analyst has left room

      Analyst Anna has left room

      Erin M.>
      Thank you for contacting Time Warner Cable, my name is Erin. Please allow me a moment to review your previous chat, and access your account.

      Erin M.>
      Thank you for your patience, unfortunately because the method for obtaining this information also enables changes to the settings on the box required for the correct functionality of the box, we do not make this information available to customers. If you have specific questions regarding auxiliary equipment I would be happy to provide any relevant information

      CUSTOMER>
      Ok....what is the list of technical configuration data that is available to a TWC tech when they visit. I am considering purchase of equipment (like the ethernet tuner available from silicon dust) that depends on the technical settings avaiable and required settings. http://www.silicondust.com/

      Erin M.>
      All auxiliary devices like Roku, HomeRun, FanTV, and smartTV/BluRay players should be routed to the TV, not through the cable box

      CUSTOMER>
      At one time, twc was included in the list of supported providers....For some reason, TWC is no longer included. I believe there were problems with the TWC cable card implementation that SiliconDust could not resolve....I believe the cable card setup requires direct interoperation with the cable box.

      Erin M.>
      The only auxiliary equipment we would be able to support would be FanTV, we do not support any other devices.

      Erin M.>
      Those devices can be routed directly to your TV, but cannot be ran through the cable box.

      CUSTOMER>
      What about cable card devices like the products I have identified at SiliconDust?

      Erin M.>
      Our cable cards are for use with TWC adaptors or TiVo devices only

      CUSTOMER>
      I was under the impression that law required cable providers to allow and interoperate with technically compliant hardware for customer home installations?

      Erin M.>
      We do not guarantee compatibility with untested equipment. You can try using this device, however we are not guaranteeing that the cable card will work with this unauthorized devices.

      Erin M.>
      Was there anything else I could assist you with today?

      CUSTOMER>
      No, that does it...

      Erin M.>
      Thank you for contacting Time Warner Cable Tier 3 chat, and have a great day!

      Kent Smith supported this idea  · 

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