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Household Finances

Time Warner Cable

10 years ago

On the subject of Time Warner Cable......

A mysterious monthly charge showed up on the bill. When I called they said it was a modem service charge. What? I've had this modem for 4 years - w/o any service or modem service charge.

Customer service said they sent mail notification they were going to charge everyone with a modem this new charge. Yet, I receive everything in the mail I'm supposed to - but never got their notification.

Coincidently (or not) this new charge appeared after I made a call to TWC inquiring about router options. I did not authorize any router.

The first customer service agent said she'd reverse the charge, but wasn't authorized to do so. So, she transferred the call to a supervisor who insisted that the 'modem service charge' was something everyone is getting charged for and the fee cannot be reversed.

Anybody have any experience with TWC?

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Comments (6)

eccentric
10 years ago
Not TWC - I live in Canada. But we have had to pay monthly for our modem ever since we received it several years ago. It can be bought outright - no doubt that will be the next thing forced on us. Currently we rent it - so if there is a problem it is replaced (much like a rental hot water heater) unless it can be repaired. If there is an issue with our cable though we absolutely cannot have ANYTHING plugged into the modem such as a VCR etc. or we would incur a major service charge. We are always being hit with increases/new charges - yet never receive anything telling us so - of course they always say we did.
emma
10 years ago
I don't have TW but when we got our first modem, we opted to buy one instead of renting. I don't like monthly payments on things like that, you end up paying more than it cost in the long run.

I would be a little unhappy to have them start charging when there was no charge before. I would be buying one outright or finding a different server.
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I'm so very glad I haven't had to deal with TW or Bright House or whatever it is these days. I had a similar event years ago. After dealing with Miss CSR on 3 separate occasions I asked for and got a supervisor (who BTW, was as nasty as Miss CSR) Finally I asked if she really thought that getting the $5.98 for a movie supposedly ordered on my account was that important compared to the hundreds of dollars that would be lost when I and my family and friends canceled our accounts and go to satellite.. I paid my account in full including the movie charge that wasn't mine and canceled my account then and there. Most of the family and many friends did also and we exist happily with Sat. TV. We haven't had a problem with our Sat. Network yet. It is a matter of who will do better for your money and not cheat you or steal from you. Funny thing is I often get a mailer from TW or BH with a free hook up offer and free service for a month or 3 and a $50.00-$75.00 payment in cash for my Sat. Receiver. LOL Now why would I want to take that offer? Think about how it is made up of money stolen from other people just like me who paid a bill that wasn't really theirs. CT
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Elmer J Fudd
10 years ago
The easiest solution is to buy your own modem instead of renting one from them.

Latest and greatest version (Docsis 3.0) - $70

One generation old but still functional (Docsis 2.0) - Maybe $50

Either of the above used instead of new - less.

If the current device is an integrated modem and router - add $35 for a basic router.

Check with Time Warner which models of which brands are compatible with their system. You'll find that most models of well-known brands will be suitable. .
jannie
10 years ago
You can buy used modems and boxes and even remotes on Ebay. Make sure the seller checks to make sure they work. You could also return it for a refund. My DH has several "extra"' TV satellite boxes and remotes.
socks
10 years ago
Thanks for starting this thread. I'm paying $ 4.99/mo for the modem. We've probably paid for a couple purchased modems by now. TW says on their site (under the internet tab) there is a list of appropriate modems that can be purchased. Users just have to return the one being rented from TW.
emma
10 years ago
I was told they don't support all modems and they gave me a list of the ones they supported.

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