An Open letter to Time Warner Cable

This morning though was the last straw for me. I awoke early to try and catch up on work, only to find out that my internet connection was out. No problem, I rebooted my cable modem. I cycled through the modem and router. I connected the computer directly to the modem. I did everything that your techs have told me to do in the past, and still nothing. The modem just sat there and slowly blinked it’s way through all of it’s lights, one by one. My first call to your customer service ended poorly. The entire time your rep kept telling me it was Comcast service I had and that even though they couldn’t access the modem, there was nothing they could say or do really as there was no outage reported in the system. I scheduled a technician to come out on Sunday morning as that was the earliest time available. Sunday! it’s only Tuesday now! Yet you tell me there’s no problem in the area even though I can normally get a technician out here within two days, not five or more! The next call an hour later wasn’t much more helpful. At least this guy could tell me that they could see the modem on the system but that they still couldn’t ping it. So much for me working from home and getting anything done. Finally the modem stopped all it’s blinking and google would load every once in a while. So I called your customer support back to see if they had found any problems or if they could tell me more about what is going on. I still couldn’t get an answer, although this rep now told me that I had only about a 30% success rate with delivering packets. At least he admitted that there was a problem in the area because there were so many technician appointments scheduled. He actually sounded a little surprised when he say how many there were. However, I was told that I shouldn’t worry as there was a strong chance that when a technician fixed the issue at one of my neighbor’s houses that it would more than likely fix itself on my side as well. Please, don’t patronize me.

Somehow the internet has once more figured out how to correct itself on it’s own. Maybe you’ve done something on your end which has fixed my problem (although you’ll never admit it). Maybe the little internet gremlins have left to go pester someone else (a more likely story in your eyes). I don’t know and I really don’t care at this point. All I know is that now I can deliver my little letter here out to the public domain so that maybe one day you’ll read it.

Sincerely,
A most disgruntled, high-paying, long term customer