Rookie

Spectrum Terrible/ TWC Enhanced DVR

[ Edited ]

I was happy with my service with TWC for the last year.  Had Gold package HBO/STARZ/CIN  - whole house enhanced DVR/Internet and Phone all for a fair price. 

 

I just got a notice saying my bill was going to go up so I called to see if they could do anything ie. save some money.  Long story short but was told yes just need to move you to Spectrum.  We are doing this to all the TWC customers... nothing changes, you will receive same services and products just a new account.  

 

Switch me to Spectrum plan and save money, keep services.  Never once did anyone make mention of losing services, Phone, Whole House Enhanced DVR (Despite having a Cisco 6 tuner DVR box) service when making the switch and not being able to switch back to a TWC account after I discovered this.   Low and behold I try to access my DVR and my shows are all gone... can't record anything.  I call... whoops looks like whoever switched you didn't add DVR back into your account.  Ok they add it back but now the rate I was quoted goes up (to more than I was paying for TWC!)...  DVR back on and shows come back.... go to record something... whoops can't record as only 1 show can be recorded at once (2 tuner limit)! 

 

Call back... whoops you lost the enhanced DVR when you switched... sorry no one told you and no you can't switch back... oh and your bill now is actually even more...  Seriously?  So now I lose Whole House Enhanced DVR and Phone Service and pay more than i was with TWC that included both of those services?  Yes... and Sorry is all i got. 

 

So after being on the phone today with "rentention" I was told basically and rudely that Spectrum would be happy to just cancel my service!  Never before had a customer service experience that rude before and that was the retention department after the very nice billing women said she understood my frustration but couldn't help me.   They even flat out said you can't get any promo pricing for Spectrum because you were an existing customer... I was an existing TWC customer... the least they could have done was offer the promo pricing for yanking me over from TWC without my full knowledge. 

 

Ohio requires 3 day right of recission for this crap!!! I am still within my 3 days Spectrum... I rescind the contract to swith to your complete (edited) services...  please please switch me back to TWC and turn my enhanced 6 tuner DVR back on for a fair price!  Thanks 

7 REPLIES
Trusted Helper

Re: Spectrum Terrible/ TWC Enhanced DVR


lawdog1 wrote:

I was happy with my service with TWC for the last year.  Had Gold package HBO/STARZ/CIN  - whole house enhanced DVR/Internet and Phone all for a fair price. 

 

I just got a notice saying my bill was going to go up so I called to see if they could do anything ie. save some money.  Long story short but was told yes just need to move you to Spectrum.  We are doing this to all the TWC customers... nothing changes, you will receive same services and products just a new account.  

 

Switch me to Spectrum plan and save money, keep services.  Never once did anyone make mention of losing services, Phone, Whole House Enhanced DVR (Despite having a Cisco 6 tuner DVR box) service when making the switch and not being able to switch back to a TWC account after I discovered this.   Low and behold I try to access my DVR and my shows are all gone... can't record anything.  I call... whoops looks like whoever switched you didn't add DVR back into your account.  Ok they add it back but now the rate I was quoted goes up (to more than I was paying for TWC!)...  DVR back on and shows come back.... go to record something... whoops can't record as only 1 show can be recorded at once (2 tuner limit)! 

 

Call back... whoops you lost the enhanced DVR when you switched... sorry no one told you and no you can't switch back... oh and your bill now is actually even more...  Seriously?  So now I lose Whole House Enhanced DVR and Phone Service and pay more than i was with TWC that included both of those services?  Yes... and Sorry is all i got. 

 

So after being on the phone today with "rentention" I was told basically and rudely that Spectrum would be happy to just cancel my service!  Never before had a customer service experience that rude before and that was the retention department after the very nice billing women said she understood my frustration but couldn't help me.   They even flat out said you can't get any promo pricing for Spectrum because you were an existing customer... I was an existing TWC customer... the least they could have done was offer the promo pricing for yanking me over from TWC without my full knowledge. 

 

Ohio requires 3 day right of recission for this crap!!! I am still within my 3 days Spectrum... I rescind the contract to swith to your complete (edited) services...  please please switch me back to TWC and turn my enhanced 6 tuner DVR back on for a fair price!  Thanks 


Simply put,

 

These Spectrum sales people need to stop forcing legacy TWC customers trying to force them to switch, without telling them what services may be lost in the transition.  They have no right to force people off of their grandfathered TWC accounts.  The customer should be making that decision based on when he/she calls to discuss options.  The phone CSR reps do not have the training to understand what services may be lost.  These options need to be made VERY CLEARLY to customers before changes are made.  In this customers' case, this was not done.

 

In contrast, the legacy TWC reps were wonderful, and always told customers what services would be gained or lost.  Why are these negative experiences happening to so many customers?

 

Satch

Expert

Re: Spectrum Terrible/ TWC Enhanced DVR

[ Edited ]

register a complaint with the Ohio Cable TV association.

WWW.OCTA.org

 Ohio Cable Telecommunications Association
172 E. State Street, Suite 302 Columbus, Ohio 43215
Phone: (614) 461-4014 Fax: (614) 461-9326

Seasoned Contributor

Re: Spectrum Terrible/ TWC Enhanced DVR


In contrast, the legacy TWC reps were wonderful, and always told customers what services would be gained or lost.  Why are these negative experiences happening to so many customers?

 

Satch


Everbody ought to recognize by now, with all the similar complaints in these forums,  it is a planned response instigated by Charter Corporate. 

Observer

Re: Spectrum Terrible/ TWC Enhanced DVR

There is no difference between "Legacy TWC reps" and Charter sales reps. Same building. Same people. Same software.
Seasoned Contributor

Re: Spectrum Terrible/ TWC Enhanced DVR

[ Edited ]

RJGill84 wrote:
There is no difference between "Legacy TWC reps" and Charter sales reps. Same building. Same people. Same software.

I posed that question many, many times to employees at previous TWC locations and I advise all should find out who exactly they are dealing with. To date not one identified themselves as formerly working for TWC. All identified themselves as hired by Charter Cable not TWC or Spectrum. In fact to pull off the higher rates Charter corporate is pushing you practically have to clean house which is a typical corporate move to cut costs and increase profits.  Furthermore watchdog groups had reported to Congress that Charter did not have the technical expertise to run a system as efficiently as the former TWC and Brighthouse employees. That’s why I was expecting to see quite a few technical problems reported in these forums after the merger. Good employees don’t suddenly turn bad or inept. Bad just goes further bad.

Highlighted
Rookie

Re: Spectrum Terrible/ TWC Enhanced DVR

Such a frustrating experience.  I went to register a complaint but can't seem to find out where... just send a letter/email?  Not sure what good it will do.  

 

My recourse seems to be just cancelling and going back to DirecTv.  I can deal with occasional outages as they have fantastic customer service (at least 2 years ago they did)... always offered promo upgrade pricing and really really wanted to make you happy.  Spectrum would rather lose you than budge an inch on issues they are at fault for. 

 

I agree with the lack of training... they have no clue what is going on and the fact that TWC legacy accounts are getting mauled when they are switched over. Or they have full knowledge and are just acting clueless about it.  Not sure which it is... but it is completely deceptive. Shame on them!

Trusted Helper

Re: Spectrum Terrible/ TWC Enhanced DVR


lawdog1 wrote:

Such a frustrating experience.  I went to register a complaint but can't seem to find out where... just send a letter/email?  Not sure what good it will do.  

 

My recourse seems to be just cancelling and going back to DirecTv.  I can deal with occasional outages as they have fantastic customer service (at least 2 years ago they did)... always offered promo upgrade pricing and really really wanted to make you happy.  Spectrum would rather lose you than budge an inch on issues they are at fault for. 

 

I agree with the lack of training... they have no clue what is going on and the fact that TWC legacy accounts are getting mauled when they are switched over. Or they have full knowledge and are just acting clueless about it.  Not sure which it is... but it is completely deceptive. Shame on them!


For me,

I am still on a legacy TWC plan.  Some people have said forget calling trying to lower your rate.  They have had better luck going to a Spectrum Store.  They are allowing you in most markets now to keep your six-tuner boxes from TWC if you switch.  So progress there.  There is no Whole House DVR from Spectrum so you will lose that service if you had it and change over.

 

There is some good news.  Spectrum has a 3-DVR deal for $19.95 a month.  Some markets now have World Boxes.  These boxes are four-tuner DVR's, that will bring back Whole House DVR.  Maybe they do now.  I got to ask my source.  No clock on the World Boxes.  Everything runs of the server, but I understand that Direct TV receivers have no clocks either.

 

I would go to a Spectrum office and try to get a deal.

 

Satch