I HATE YOU TIME WARNER

At 11pm last night they flipped the switch and I said goodbye to my internet connection. And this is all they have to say about it:

We’d like to let you know that you may experience a slight service outage during those dates as we upgrade and improve the system. These upgrades are a part of our efforts to continually strive to provide the best possible speed and service.

Is 16 hours a slight service outage?

Soon you’ll experience Road Runner and Time Warner Cable’s award-winning service.

I don’t want award winning service. I want fucking consistent service. I want my connectivity NOW.

There is no action required on your part.

What about having to rearrange my entire day to make meetings and respond to my clients? That didn’t require any firedrill action on my part at all. No, it was just business as usual for me this morning – NOT.

We apologize in advance for any inconvenience this may cause.

WTF? We’re sorry for the inconvenience? I highly doubt that. I bet you don’t give a shit. There’s no status or information about the outage, or when my connectivity will be working again. In the meantime, I’m hanging out in the local internet cafe, listening to another person complain about the same effect on his business.

Is anyone else in the same boat? (And if you are, maybe you can’t read this.)

33 Replies to “I HATE YOU TIME WARNER”

  1. I’m sorry, are you paying for business class service? Don’t cry about meetings and such if you don’t. And they’re improving service in a major way – but of course, typical of LA, your normal life inconvenience has become a public meltdown.

  2. So you’re saying it’s completely acceptable for something vital to a business to just go out with no information or update on when it will go back on? How would you feel if you were a business owner and the electricity went out on a critical day? What about if the outage caused you to deliver products late?

    I’ve never had any problems with my service provider – Adelphia – before. This outage is because of a business decision between outside companies, who did not communicate the impact to me prior to the action.

    You might use your connectivity to check email and communicate, but for someone who manages a business using web applications that you must be online to use – it’s the same as shutting down the electricity.

    I guess me and the dude across the cafe from me are the only ones put out.

  3. I’m reminded of an exchange on la.general in the early 90s:

    A: Why do people put up with such lousy service from PacBell?

    B: Because some of us have had GTE.

    I’ve not been overwhelmed by how great and award-winning Time Warner’s cable internet is, but it is far and away superior to AT&T DSL.

  4. Commenters – She paid for the service and it isn’t acceptable for them to turn it off with no notice. By blogging about it she can call attention to this and try to get them to improve her service.

    Do you want consumers to shut their mouths and not try to get the service we pay for and expect these companies to communicate what’s going on by making us feel guilty that we can have internet service?

    That’s pretty lame. You must work for Time Warner.

  5. We apologize in advance for any inconvenience

    This is a pet peeve of mine. It’s the equivalent of saying “we’re sorry if you’re upset with us, but in that case you’re probably being unreasonable because we don’t foresee normal people finding any of this inconvenient.” Acknowledging that you’re actions inconvenience people is the first step to not providing horrible service.

  6. I’ve been very happy with Speakeasy… I know that doesn’t help you in this case, but just wanted to let you know of an alternative for the future.

  7. I know how you feel, it’s a major inconvenience to those of us who run a small business out of our houses. To all of you hating on this post, we’re not talking about checking our myspace account, or watching videos on youtube. We run a business from our house. We accept the fact that there will be outages, and downtime. There is this even with large companies. A short outage is one thing, being down all day is another. Comcast was notorious for doing this.

    Management doesn’t understand that when an IT/engineer says they will take the servers offline for just a couple of hours for an upgrade, that they actually mean 12 hrs. (2 hrs = 12 hrs, 4 hrs = 24hrs, etc)

  8. 16 hours isnt bad at all, sounds like a major upgrade of some sort.

    I’ve had DSL/dial-up service go out for almost days at a time.

  9. HeatherVescent,

    I completely understand your feelings. My online experience started before the Internet, yes I’m old as dirt, and to be without an Internet connection feels awful.

  10. I gotta agree with the other post, though he didn’t need to be such a dick about it. If you’re running a business that depends on an internet connection without business-class connectivity – and backup options – then you’re gambling with your livelihood.

    First, get a service provider that guarantees uptime, has 24/7 tech support and multiple redundant connections to the backbone. Yep, you’re going to pay at least a few hundred a month – and probably for less speed than you would like. But you can raise hell if something goes wrong and they can’t give you any excuses (usually – even the best providers have SOME downtime). Second, get a backup connection. It could be a cheap-o DSL line or a cellular broadband card (try Verizon or Sprint) – or just keep Road Runner. Then you’re covered for the rare instance when you’re stuck without your primary connection. Total costs, about $500 a month. Or continue to shoestring it, but realize that you may have to scramble when it happens the next time (and it will).

  11. I’m at 36+ hours out now. And so are at least 60 other people according to TW “customer service” last night. They’re considering escalating the problem – but suggested that maybe a gardner disconnected the cable. WTF? It’s not a gardner, it’s their lousy migration plan.

    I’m not going to argue with you holier than thou commenters, but if I had $500 to spend on internet connectivity for my business, I sure as hell would not be running it out of my home office. Obviously I’m living in a different paradigm.

    And this isn’t the first outage I’ve ever experienced either, it’s just a very poorly executed one.

  12. I think most of the people who have this “live with it” attitude only use the internet to post comments on blogs. For the rest of us who actually work, this kind of thing is crippling. Whatever were paying, it’s inexcusable for service to go down for more than an hour or two.

  13. Outages suck and the companies responsible suck even more. But griping about such a minor inconvenience (I also work from home doing web based service) is really just grownup whining. ATT screwed up my DSL order for 3 weeks, which messed up my work to no end, and they suck forever, but come on, ranting about it with “I want my connectivity NOW”, you’re just a brat that needs perspective. If your online access is so precious, pay for redundancy, get dial up, cable, dsl, or mobile broadband, if it really is business, you can put it on your taxes. Otherwise, your just a run of the mill spoiled child.

  14. Time Warner sucks and 36 hrs without connectivity is pretty ridiculous. But I also agree with posters like “Someone” who say this sounds like a whole lot of whining. I get the sentiment, but as much as I like reading Blogging.la, so many of the posts are whining/ranting about little things: Oh, someone parked wrong! They’re blocking my space! Some homeless man is rooting through my trash! Construction down the street started at 7am instead of 8am and woke me up! Or how about the random street closures: Oh, I heard a bunch of sirens and a street I passed is closed—anyone know why? Hey, I saw smoke from the freeway, anyone know what it is?

    It’s a little much.

  15. ok, just to update everyone on the hatred. It’s almost 10am and the network just came back up. It was out sometime Thursday evening and all through the weekend – that’s more that’s about 84 hours with no service – and blaming the gardner for the outage. I guess they got the gardner to fix the cable.

  16. I am having problems with my time warner boradband service too. Almost every time I turn on the computer the service is down. Then I turn off my computer, restart the modem and it works. I am also using a wireless router (linksys). Could this be the problem?

  17. I’m having problems too. The actual transition downtime wasn’t too bad…. just a few hours. But, since then I’ve had all sorts of intermittent connectivity problems. On 12/13 I had no connectivity for a few hours in the morning. Almost every other day I have intermittent outages, especially with name service. Today, I can get to most (but not all … including some rr.com sites) sites via HTTP, but I cannot ssh or use YM. It’s been over three hours, and over an hour on hold. Seems there is a class action suit against TW.

    http://www.multichannel.com/article/CA6396739.html

  18. I pay for TW/Adelphia premier home package. $60 a month. Ever since the switch my bandwidth is shit and latency is horrible. If you have the urge to do something DONT BOTHER! You can just expect to be on hold for 2 hours, get bumped around to all the Tiers, and eventually one of the Tears doesn’t pickup for a couple more hours.

  19. I am dealing with the Hellish time warner company as well.
    I dont think its whining at all to complain about this. When you pay for a service you shouldnt have to wonder if you are going to get it! They are horrible.
    They took on 8 million customers during this buy out! They have overstepped their reach and we the consumer have to pay for it.
    I work from home, where business can be greatly affected by an outtage and it has, so far 8 times today!

  20. it would help if you had read the end agreement that stated that you are not allowed to use residencial service for home buisnesses……. see now if you had read that you would see that you could get your service cut off for that…. so if you had any brains then you would have read that and then maybe you wouldnt be whinning so much….. you sound like a bunch of little 2 year olds who have nothing better to do then sit there and whine about nothing…….. there outages and there is nothing you can do about them……….. deal with it…………. your grown adults so deal with it like an adult instead of whinning about it!

  21. it would help if you had read the end agreement that stated that you are not allowed to use residencial service for home buisnesses……. see now if you had read that you would see that you could get your service cut off for that…. so if you had any brains then you would have read that and then maybe you wouldnt be whinning so much….. you sound like a bunch of little 2 year olds who have nothing better to do then sit there and whine about nothing…….. there outages and there is nothing you can do about them……….. deal with it…………. your grown adults so deal with it like an adult instead of whinning about it!

  22. it would help if you had read the end agreement that stated that you are not allowed to use residencial service for home buisnesses……. see now if you had read that you would see that you could get your service cut off for that…. so if you had any brains then you would have read that and then maybe you wouldnt be whinning so much….. you sound like a bunch of little 2 year olds who have nothing better to do then sit there and whine about nothing…….. there outages and there is nothing you can do about them……….. deal with it…………. your grown adults so deal with it like an adult instead of whinning about it!

  23. Ok, now it’s time to put my comments in. first of all Time Warner will credit you for the days you have lost your service, yet when Time Warner tells you how much the credit is you wanna bitch and moan because it doesn’t add up to the amount you’ve lost on your business transactions. So why don’t you just post your account information here so Time Warner can have a business class representative get in touch with you. Or if you choose to pay for residential service stop Bithcing to Time Warner about how much business you have lost. And if your business requires connection all the time then get a secondary connection, in either situation you end up paying for a business class connection, you just don’t get the speed that business class would give you because YOU’RE TOO FUCKING CHEAP to purchase the real thing, instead you wanna BITCH about Warner only gives you credit for the actual price of what you are paying for. The reason why you say that other people who aren’t whining about it only use it for my space and to check email is because that is exactly what they are paying for. They are not trying to make money as a business while paying a residential rate. Yes it is true that even for the people who only use it for residential reasons it can still be annoying, yet at least Time Warner doesn’t have to hear them bitch about how much business they are losing.

  24. Hey Caitlin, What would help more is if you READ that you have posted the same response multiple times, DOLT!

    I work from home LESS than the average residential browser so don’t get your panties in a wad over semantics!

    If you are paying for something and the company doesn’t deliver then it’s fraud. It’s not whining, it’s a blog.

    And Angela, Is this how you spend your time, answering people when you have NOTHING redeeming to add? Poor you. For your info, Time Warner’s business setup is down TOO! You are the typical, borderline – illiterate slag which can’t communicate without profanity. I’m assuming your response will offer no more. Whether it’s myspace or my ebay or my PART-TIME business, when you are paying for something, you should receive it.

    Idiots.

  25. ok Michelle for you information whether it is PART-TIME buisness or full time buisness dosnt mater…. you are not allowed to use residential accounts for buisness…….. and i hope that they nail you for it……… and just so that you know i am a timewarner employee and i will do everything in my power to have your account terminated and i hope you get black balled for this………. your pathetic……. and guess what……. the buisness class set up is not down so give it a rest and quit being so cheap and upgrade if you dont like it……. just because you dont want to follow the rules and regulations of the agreement between you and timewarner dosnt give you the right to bitch about it to every one else….. give it a rest…. no one wants to hear you whinning…. you sound like my 2 year old neice…….. i mean my god my 6 yr old daughter wasnt whinning as much as you when she was 2…. give it up and stop talking about shit you know nothing about!!!!!!!!!!!!!!

  26. @Caitlin… Since you work for TWC, instead of being stupid on a blog, why don’t you make sure your company DELIVERS (starting with emails would be nice, then answering support tickets would be also of importance)??
    BTW… I am convinced you REALLY work for TWC: you have the perfect attitude for that! If you are not working for them: I heard they need a few hundred support techs with an attitude…

  27. i am part of the tech support
    and just so you know,
    there are mail delays with any company
    not just TWC
    get over it and grow up
    just because you some stuck up rich bitch
    dosnt mean anyone whants to hear what you have to say

  28. Wow, if Caitlin is a Time Warner employee (and judging from her spelling, grammar, and attitude it sure looks like it) it explains a lot.

    Caitlin, Time Warner is paid to provide service, not bad attitude. If you don’t like it, you should quit and get a job at the DMV. You have the perfect attitude for that.

  29. I never thought I’d say this, since my experience with them has been awful… but thank God I use ATT DSL.

    Oh, BTW, I am a business owner. I have business service. I have several locations, ALL with business service… which means several different accounts as ATT doesn’t service some of my other areas. Among them all, I like Verizon the best (or rather, hate them the least).

    Caitlin, if you truly are a TW employee, you’d maybe want to cool your jets… and read the TW employee manual, or at least make very sure HR doesn’t really care about how you invoke the corporate name publicly. Are you an official spokesperson for TW? If not, and these nasty posts can be traced back to you, maybe getting your resume in order would be a good idea. If you are, well… the same would apply. Regardless of TW’s culpability or lack of same, your ugly rants in the company name stink. Have a nice day…

  30. Michelle, just because I used profanity to talk about you actions doe not make me a slag. You are the pathetic one. Like I said before, you can get credit for the days your service is interrupted, yet because you run a PART-TIME business, this wouldn’t be acceptable to you, now would it?

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