As I was paying my bills this evening, I learned Time Warner Cable recently raised my Internet package about 10-15 extra dollars per month. I was originally paying around $55 / mo. for a mediocre 30Mbs Down / 3Mbs Up internet package.
First, I will never understand why my Internet bill from my ISP is NEVER constant. One month it's $54. The next month it's $56. Then, it jumps to $67. The only thing I was able to discover after a long online-chat session with a TWC customer service representative was that my "year-long $20 discount promotion had expired". I then called Austin's local TWC customer service number, and was put on hold for about 35 mins waiting to speak with an "Account Specialist". I finally gave up, and was later emailed by another TWC representative, telling me once again, the promotional price I had been paying for the last 365 days of service was no longer available. (Although they failed to mention WHAT, exactly, that promotional price was).
Regardless, we had a fun back-n-forth email conversation that I wish to share:
From: Dinah Date: Monday, April 15th - 9:04pm To: Ty Root Subject: Re: Transfer Fee / Increased Bill
Hi Mr. Root,
In your question’s on your transfer fee you were charged $19.99 for the transfer for a tech to come out and install your services.
There was $19.59 in charges that were transferred from you old account to the new account.
Your old account didn’t stop billing until 03/12, which should of stopped on 03/01 when your other account was connected.
I have put credits on your acct for the services from 03/01 thru 03/12. This should take about 3 days to show on your new account.
If you have any other questions you can e-mail me back or call customer service.
From: Ty Root Date: Monday, April 15th - 9:26pm To: Dinah Subject: Re: Transfer Fee / Increased Bill
I would also like to address why I am seeing a price-hike on my over all service, which jumped $10 from January to February. I understand from what your customer service rep told me, that I was under a 12 month promotion. If my bill cannot return to the $55 / mo. I was paying for 30Mbs service, I will have no choice but to cancel. With Google Fiber incoming, I would expect Time Warner Cable to put up more of a fight to retain it's "loyal" customers. However, that does not appear to be the case. I've already ran several tracerts and routing calls to your servers, and it appears TWC is funneling much of my streaming video traffic (YouTube especially) through TWC proxy servers that result in me seeing bottle neck speeds, and slow downs. THIS IS COMPLETELY UNACCEPTABLE. I will not pay $65 / mo. for this. Please address these issues, or I will be forced to cancel my service.
Monday, April 15th - 10:33pm
Re: Transfer Fee / Increased Bill
I am sorry but the promotion price you had ended and is no longer available.
To get below the $65 price I would have to downgrade your system to 20Mbs.
The price for standard going rate is $49.99 you currently are paying $34.99, $20 for the extreme, and $3.95 for the modem rental fee.
You use to pay $53.94 before taxes now you are at $58.94. The best I can do is I adjust the rental fee on the modem for 6 months you have a $3 discount. Which makes your bill $55.94 before tax. This is the best I can do at this time. With Taxes you are looking at $58.84.
From: Ty Root Date: Monday, April 15th - 11:32pm To: Dinah Subject: Re: Transfer Fee / Increased Bill
Do what you can. I will take whatever I can get. But I just want you to know, with Google Fiber just being announced in Austin last week, you are slowly losing the faith of your current customers.
It's only a matter of time until they realize that a much better service is coming. And trust me I will be at the forefront of the fight letting people know that Google Fiber is a much better BANG for the buck.
I may have no choice but to wait a full year til it finally arrives, but God knows when Google Fiber becomes available you will most likely lose me as a customer. If not much sooner.
Paying over $60 / mo. for 30 Mbs down and 3MBs up is ridiculous.
Not to mention I have calculated and run my own tracerts, and you are clearly running YouTube traffic through your own proxy servers. The fact you throttle or funnel traffic to your own servers prevents me from getting the highest performance I am paying for. As a result, my YouTube traffic continues to be slow, throttled and/ or bottlenecked. That is completely unacceptable for the money I am paying TWC.
So do not be alarmed when people start jumping ship at the first opportunity. Funneling, throttling, & bottlenecking video-streaming traffic is completely unacceptable.
I hope TWC takes a serious look at how it treats its customers and how it provides it services. Your future depends on it.
Sent from my iPhone
I have no problem with Dinah. I imagine most TWC cable employees possess very little power to influence or change a business model that is clearly antiquated and designed to leach more and more money from its customers. And there isn't much I can do. AT&T U-Verse offers slower speeds, for a higher price, and Grande Communications does not offer service in my area. To be honest, I could live with the price-hike if Time Warner Cable wasn't dampening my service.
Still.....all this tells me is Google Fiber can't get here soon enough.