It's so sad and aggravating that this happens all the time. In my experience, repair people and cable techs in general, are not the brightest bulbs in the pack. Apparently, if you don't have a big neon sign on the door that says you are living at that particular residence (and God help you if you live in an apartment or condo or have gates or a doorman), cable people will never find you, and don't care enough to try any harder.

@pecan 3.14159265: I don't seem to have this problem with my cable company fortunately. The problem comes with their techs being so booked up you have to wait a week for one to show up if it's an internet problem.

Honestly, as a Time Warner customer, I've never had a problem like this. They've always been extremely helpful and friendly over the phone. On the rare occasion a tech visit is needed, I've never had problems like this. I'm not saying this shouldn't be brought up, but I see the volume of complaints against Comcast, who isn't available in Syracuse, NY, and I'm kinda thankful we have TW.

We switched to Verizon FiOS for internet and regualar Verizon phone here at work, and it works great, but Verizon's bills are confusing and never the amount they promised. We were lured in with promises of savings, instead every month we have to argue our bill down to what it was supposed to be. Every time they promise the next bill will be correct. It never is. TW's bills have always been fairly easy to read and the correct amount every time.

I love how the OP says that he can't wait for Verizon FIOS to become available. You may get a faster Internet connection but the customer service will be just as crappy.

In my building I could get doorman logs of every vendor who walked into the building. So if someone walked *IN* wearing a Comcast shirt, even if they were a resident, It would be noted on the logs by the doorman that they didn't arrive via the resident entrance from the parking garage.

@Scatter: I've actually never had to call Verizon FiOS customer service, and I had it for about two years. It's blindingly fast internet. I wish it was available where I live now. I curse Cox internet daily.

@Scatter: Sure it is a vain hope, but here's hoping that competition will make a difference.

"my On Demand channels, that my 2 kids (under 3) watch all day. "

All day? Really?

He's got bigger problems than pixelation.

@TinaBringMeTheAx: I always associate OnDemand channels with movie channels and PPV, so presuming I'm wrong... what kid-appropriate programming is available with OnDemand? That struck me as really odd as well. Why are the kids watching TV all day? Kids under 3 probably shouldn't be watching TV...

@pecan 3.14159265: TWC in NYC has kids programming on demand.

But still. All day?

This is some crappy stuf. Comcast once tried to do the same to me once after I spent 6 hours waiting for a 4 hour window and then called to reschedule due to a business meeting.

I want to say an additional remark about his kids watching that much tv ... But I don't know their situation. Some people don't have alot of choice.

@TinaBringMeTheAx:

That is exactly what I thought too.

Studies have repeatedly shown that it isn't exactly beneficial to have young kids, especially kids as young as these, to be watching t.v. so much. There's actually some weird 'wiring'/conditioning sort of thing that happens on the brain level that stunts development/growth. Something along those lines.

Just not a good idea in general.

@Kogenta: I don't have this problem, either. I have TWC and every time I've had to have a service tech come out they were on time, friendly & helpful--and their customer support has also bee top notch. Kind of scares me, though. What is their ulterior motive...

I didn't know about this $40 cancellation fee. Maybe it's only in certain areas?? I've never heard of it.

@pecan 3.14159265: Nearly every channel has OnDemand shows (Bravo, Nick, MTV, etc. etc.) and there's lots of kid stuff.

Agreed though...perhaps those kid channels breaking was some sort of sign...

@pecan 3.14159265: I checked recently, and there's a good bit of children's programs on On Demand. It may be one of those things that you naturally don't notice if it's outside of your interests. That's not to say your toddler should be watching hours of television on a daily basis. Suggested guidelines for toddlers is generally an hour per day.

If cable companies are going to charge if I miss an appointment, can I start charging when they repeatedly blow me off?

Contact their executive customer service at the number linked, leave a message if necessary. I did this two months ago after excessive service disruptions by box software updates(the box updated four times in an hour and a half during the season finale of true blood, for which i was hosting a party). A helpful gentleman called back the next day, I really just wanted the problem fixed and to know what was going on. The guy said that honestly a person had a made a mistake and started the update at the wrong time and it effected many subscribers, it should have been done at like 4am, he then proceeded to ask what he could do to make it right for me. I said what ever you can do, he asked again so I said can you credit me for the HBO service since that was what I was trying to watch he said sure and offered me credit for three months of HBO. Nice! I think I could have squeezed more out of him or asked for more knowing how it works now, but I though that was fair compensation for my inconvenience. Good luck.

One thing I do when I am waiting for my oil company's tech (they visit at least once a year for the furnace's yearly checkup) is to call halfway through the arrival window just to be sure all is ok. Just to let them know I at home in my house.

And I bet his apartment complex has security cameras. Check those logs and see if he's seen visiting the front desk so that the doorman can call the OP. Even ask the doorman if he recalls seeing a TWC tech come in. My guess is the guy never showed up.

Colour me "not surprised" about TWC service, or lack thereof. They're always giving us huge windows and then showing up late, or calling 3 hours early and asking to come then (and getting mighty pissed off if I say I'm not ready...so now I just wait all damned day).

The last guy who came to repair their once-again-broken equipment also reeked of cigarette smoke (which isn't uncommon either) and started spouting off about all of those mean gamers and internet-TV-watchers who are forcing "good folks like you" to pay more. Since I'd been pretty active in the fight against TWC's attempts to cap us here in Austin, I had a lot of information to shoot back at him and that freaked him out.

A previous guy noted my Canadian flag on the wall and took it upon himself to snark Canada's health care system. That debate didn't go well for that guy either.

In other words, they've all been dinks here too. And Cox in Las Vegas was worse.

I suspect a lazy tech who didn't want to work past 5 or 6 so he claimed no one was home. The faster they can GPS these guys' heads the better.

If you have a problem with your cable company, contact your state public service commission.

As opposed to regular folks, your cable company will respond very promptly to complaints forwarded by your PSC.

@Kogenta: I haven't had that problem either. I had TWC in NYC and one time the repair guy showed up early when I was a couple blocks away running errands. He called my cell and then waiting while I walked back to my apartment to let him in.

Don't assume the driver/tech is at fault. It could be that the address has been logged by the dispatcher or the person who took the call. This has happened to me a few times and fortunately it was straightened out or at least I wasn't billed for a trip charge for what was their mistake. Hapless tech goes to an address and nobody's home or drives around trying to find an address that doesn't exist.

This is why I love my smei-local cable co. I've rarely had a problem with the CS they provide and even when I do, they provide some sort of compensation for it. I think these large regional/national co's have lost touch with the average customer and need a refresher in what CS actually is.

@twophrasebark:
This usually only works if the problem is with cable television. Cable franchise authorities can't regulate internet service, so if internet is the only problem the local govt. won't be much help.

@TheObserver: TV stupid watching does not make you! You're a moran!

They didn't show for me either. Then I was told "the date was moved to another two weeks", which was mind boggling to me...to reschedule my appointment without telling me. I complained as far up the chain of command that I could and was told straight up "Too bad. If you don't like it you can find another provider".

Of course, the joke is that Time Warner is the ONLY provider in my neighborhood. Thus, why monopolies are bad.

@Manchego: That is a very common thing they offer. I had a problem once but since I do not have nor want any premium channels it was not such a useful offer and they said they could not offer anything else.

I will note, there is also a webpage where, at least in NYC, one can leave a complaint to regulators about TWC. They will call you back. I am not sure they will do anything about it but it could effect TWC if the same complaint is lodged many times.

@Esquire99: In this case it was a problem with the television though. For New York state (I assumed the OP is in NY as he has a doorman though that may be an incorrect assumption) a complaint can be filed with the public service commission at the following website - [www3.dps.state.ny.us] - hope that helps.

@RPHP: The website to file a complaint against a cable provider for NY is [www3.dps.state.ny.us] .

I put it in some other posts but I want everyone to be aware of this. Definitely try Exec customer support. For New York though if you have a complaint about any cable provider you can go to the below website and file a complaint with the state public service commission. They set rates for the cable companies and an increase in complaints certainly does not help them.

[www3.dps.state.ny.us]

If they charge him $40 then why shouldn't he be able to charge them for cancellation of appt too? How does a consumer go about reporting debts like this to a credit bureau?

I've never had a problem with TWC while living in NYC but when Fios becomes readily available the streets will flow with blood of the non believers. TWC is toast..

It seems like a lot of the cable company complaints are due to lazy techs. What happened to taking pride in your work?

You have a job, do it and do that job well.

Send *them* a bill for $40 per hour times four hours for you waiting for nothing. I wonder if the tech just drove by, said, "Screw it" and went to the local pub for a beer, then marked "no one home" on the work order.

@TinaBringMeTheAx: Back when I was 3, I wouldn't have cared if there was pixilation. Course back then it was snow and I hadn't yet graduated to the point of being the remote control.

Kids these days...

I'm the director of digital communications here at Time Warner Cable. And I'm really sorry to see this post -- if I were Ed/Michael (name's unclear in the original post), I'd be pretty frustrated, too.

This is, in fact, one for the Time Warner Cable Executive Customer Service line. It's at a new number now, though: 212-364-8300, X2. You can also e-mail them at twc.cotp@twcable.com. And if there's anything I can do to help, feel free to write me directly at jeff.simmermon@twcable.com.

Thanks, and we're sorry for all the inconvenience.

I know it doesn't help much if you watch HBO and the like alot, but I have actually found that most of the shows that *I* watch are the network stations. We have basic cable for the first time (it was included with the rent at our new place), and with that, you don't have to worry about any equipment other than the coax cable. Also for "just in case", have a set of newish rabbit ears (the UHF antennae part). If your tv is relatively new, you can get the digital channels just fine. And if you like shows on some of the other channels, see what their availability on Hulu is.

I have never liked the cable companies. If there are any alternatives, I avoid them like the plague.

@TinaBringMeTheAx:
I'd give him the benefit of the doubt that he was exaggerating when he said they watch it all day. I certainly hope he was, anyway.

I am guessing the tech never showed up b/c he didn't want to work, then he lied about it.

TWC is a piece of work. The guy who came to install our cable talked about drinking the entire time and about how much he loves beer bloody Mary's. Very professional.

@Scatter: I haven't needed an on-site service call from Fios in the 3 years I've had it, but the few times I called support they were friendly and helpful. Not to mention the one time I called for an internet connection issue, the call center was actually in my metro area.

Back in 2001 in NYC when I moved to my second apartment, the first 2 times TWC was supposed to show up they just didn't. The C.S. reps at least didn't lie - they basically said "oops, soory. He never went to your house." but couldn't reschedule me for sooner than 3 weeks each time. The last time they did lie and say he'd been to my building and I wasn't there. I argued and argued and eventually the rep said "Yes, he was at your building. According to his notes, your front door is glass." That clinched it. The front door was solid metal - he was obviously somewhere else (if not just goofing off) and when I pointed that out, they did agree it sounded like he'd just not come again. I ended up getting 3 free months' service (which was the guarantee at the time for every time they didn't show up you got a month's free service) and I also at that point refused to pay the set-up fee and they said okay. I always call at least a half-hour before the window is up, call again at a minute past the window, and at 15 past is when I start arguing. But yes, all cable companies are like this - not just TWC so having another option won't help.

What ON EARTH is the OP doing letting his "2 kids (under 3) watch On Demand channels all day"?

I'm having trouble with AT&T right now...I'm not looking forward to having someone come out if I need because I have to take off work. These kinds of shenanigans are hard on people who work by the hour.

I had a similar problem once with a company to deliver medical equipment. We had the doctor's appointment around 11 AM, and the doctor called it in right away. I called them as well around 1 PM, and they confirmed that they would deliver it before 6 PM. It was summer and our front door was open as well. Of course, we were home all day and it never arrived.

The next morning, I called the company and they said that the driver reported coming to the house, ringing the doorbell, to find no one home. I called the company and called shenanigans. The customer rep assured me that I must not have been home. After assuring them that not only were we home but the front door was open the whole time, I asked WHAT TIME they claimed to have attemped delivery. They said 9 AM. That was perfect! I then told them that the doctors appointment wasn't even until 11 AM, so unless they has some actual psychic working for them, that was impossible. Then verified that the order didn't come in until noon or so, so they had proof that the delivery person was lying. So, they promised delivery again that day.

And of course, it didn't come again (despite a few calls during the day). This time, the excuse was that we had a growling dog. We don't have a dog, and nor do any of our neighbors.

So, the sad part is that we needed the medical equipment, so I drove to the warehouse myself and got the equipment.

@pecan 3.14159265: Because the TV is being used as a babysitter?

For me, the issue was always the tech going to the wrong building. And my building was clearly marked with numbers on the door, visible from the street.

@pecan 3.14159265: i had UPS not ring the doorbell because "it didn't look like anyone was home" (ignore the fact that my car was parked on the street)
I was sitting at my desk, saw the truck pull up, decided i was going to finish whatever i was working on (wasn't sure if they needed a signature, would wait for the doorbell to go see)
When i heard the truck drive away, i decided to go se what they left... just a "you were not home, we need a signature, we'll come back tomorrow" post-it

@gStein: oh, forgot the end of that story - called the local UPS distro center to complain, and was told that "sometimes drivers won't bring a package to the door if it doesn't look like anyone is home"

@TinaBringMeTheAx: You are not alone - I thought it was odd, too. At that age ours got an hour, max, and that was sitting with an adult to talk to them about it. Grief, how I hate Teletubbies!