Sorry to hear you were having problems. If you are still having trouble we would suggest you contact the
Intelligent Home support group directly at 1-855-632-6060
If you would prefer to contact the Social Media Customer Care group they may be contacted a number of ways:
DSL Reports: https://secure.dslreports.com/forum/timewarnerdirect
Thank you for participating in the Forums.
Have a good rest of the day!