I have begun to wonder if there is anyone home at Time Warner Cable that possesses both system knowledge and common sense.
The issue is simple: after experiencing an area-wide power outage, the High Definition Time Warner Cable box refused to reset – all of the channels carried “One Moment Please” messages Or on other channels some pictures were heavily pixilated in colorful displays of digital noise and nonsense.
The cheaper non-HD boxes had no such problems which indicated it was box problem.
Customer service was called and they asked the normal questions:
- Do you have a surge protector? Yes.
- Did you power the box on and off? Yes.
- Did you unplug the box for at least 30-seconds? Yes.
- And then had me repeat the sequence while on the line. OK
Since nothing seemed to be working, they arranged a service call for two days later.
The next day, being away from home for a few hours, I received a message on my telephone answering machine…
“About your upcoming service appointment. To continue in English, press one. Para Espanol, a prima dos.”
“Hello. This is Time Warner cable calling for <name> about your upcoming service appointment. To continue in English, press one. Para Espanol, a prima dos.” (pause)
Returning the call to Time Warner Repair Center using the number from the answering machine’s numeric message display …
“Thank you for calling Time Warner Cable Repair Center. Please enter the six-digit code that was left on your answering device. If you do not know the six-digit code code, please press the pound key.”
After pressing the pound key (#), the message continues:
“The six-digit code you entered is invalid, please enter the six-digit code that was left on your answering device. If you do not know the six-digit code, please press the pound key.”
After pressing the pound key (#) a second time, the message continues:
“please check the number and try again later. Thank you. (pause) Goodbye.”
The system then system then disconnects.
Sheer genius! An automated example of “Catch-22” guaranteed to tee-off the subscriber who is paying ever increasing amounts for rather increasingly shoddy service.
As I said, Time Warner Cable: Stupid Is As Stupid Does!