I'm a Time Warner Inbound Rep: ask me anything

[Hokiefyd]

Nick, thanks for offering to answer questions.

In our area (NC), TWC has started to require customers to pay a lease on their digital cable modems. I think it's $3.95/month. This only applies to customers who only have broadband; customers who have both broadband and digital phone are not charged the lease. The explanation as I understand it is that one can buy the broadband modem on the open market, but the modem that supplies broadband and digital phone service cannot be purchased on the open market. We have both broadband and digital phone, so we are not paying the lease.

Is there a rule or law that prohibits TWC from requiring a lease payment if the device isn't also available on the open market? I think the very same Motorola cable modem that broadband users have is available from Best Buy for something like 80 bucks. So I guess after 20 months of paying the lease, you could have bought the modem.

Just wonderin' what this lease charge is all about I guess.

 

[Nick R]

Originally Posted By: rjundi
The 15/1 Mpbs is miserable for work(upload) at our vacation house with internet only no TV. Anything better available on the upload side?


Well the entire northeast is now DOCSIS 3 serviceable, so if you are TWC serviceable, you can get up to 50/5. If you are looking for upload, Extreme is 30/5 for $20 more than Standard HSD.

 

[Nick R]

Originally Posted By: GearheadTool
Is Time Warner or the competition (COMCAST) hiring in Boston, MA? (Sorry, bro.. you got my dream job!)



If you are willing to commute to Albany NY we are still hiring for ISR positions.

 

[Nick R]

Originally Posted By: bullwinkle
In your area, has TW (or do they plan to) installed much FIOS cable in residential areas? With Google apparently testing a FIOS system in Kansas City, are there any plans to try to compete??


This goes back to what I was saying earlier regarding cutting analog channels to increase internet speeds. I'm sure in the KC market they will do something. For now, the way the system works is thusly-

You start with the internet, or the satellite dish which recives the programming from the broadcaster. On the side of the TV, it basically goes straight to the Head End. The HSD and VoIP stuff connects to the internet or phone network on one side, and on the other is the CMTS (Cable Modem Termination System) which is what handles the traffic. Both systems go to a combiner in the Head End unit.

From the head end, it's referred to as the Fiber Plant, that goes most of the way to your house. Then you have the Fiber Node, starting here, to your house is referred to as the cable plant. That consists of the node, which usually serves between 25-500 homes. From the node to your house is coaxial cable. Analog TV services are carried on RF frequencies, and HSD and VoIP are carried along DOCSIS channels.

All TWC CMTS in the northeast were recently upgraded to DOCSIS 3.0. Standard was just bumped to 15/1. There is nothing official yet, but I would guess that everything else would be bumped up to match the new standard speed. No idea if/when that would happen at all. But I would be surprised if it didn't.

The only technical difference between Cable and Fiber is that Verizon runs the fiber all the way to the house, and you have basically your own personal "node", as opposed to a large node for a neighborhood. FIOS Still uses the Coax lines in the house, it's all about where the Fiber plant ends, that seperates the two. But remember, we still provide analog TV service, hence why there are fewer DOCSIS channels available, also we have to ensure that the node and CMTS won't get overloaded. It's a balancing act.

Google fiber operates on the same principle as FIOS, but I'm not sure if they use Coax or what in the house, it might be a proprietary connection/modem. Honestly don't know, but I don't think they use DOCSIS/NYROC

 

[Nick R]

Originally Posted By: Hokiefyd
Nick, thanks for offering to answer questions.

In our area (NC), TWC has started to require customers to pay a lease on their digital cable modems. I think it's $3.95/month. This only applies to customers who only have broadband; customers who have both broadband and digital phone are not charged the lease. The explanation as I understand it is that one can buy the broadband modem on the open market, but the modem that supplies broadband and digital phone service cannot be purchased on the open market. We have both broadband and digital phone, so we are not paying the lease.

Is there a rule or law that prohibits TWC from requiring a lease payment if the device isn't also available on the open market? I think the very same Motorola cable modem that broadband users have is available from Best Buy for something like 80 bucks. So I guess after 20 months of paying the lease, you could have bought the modem.

Just wonderin' what this lease charge is all about I guess.


I was wondering when someone was going to ask about the modem lease fees, as I deal with this on a daily basis. This isn't just something in the carolinas, it's something that's new for the northeast as well. The best I can explain it, is that if you have HSD and HSD+Phone with our modem, you are paying the modem lease fee of $3.95. The official reason is that we have to replace modems, because people don't return them/they get broken, and also used to help maintain the Cable and Fiber plants.

Now, you can purchase your own HSD only modem. You can't purchase an EMTA (HSD+ Telephony Modem). Or if you can, you can't use it for telephony services. BUT, if you buy your own modem for Internet, and keep our modem for telephony, you don't have to pay the modem lease fee, even if you still have the modem.

Long story short, if you are using our modem for internet, you will be paying the modem lease fee. If you have our modem for phone, but your own for HSD, you won't.

I don't understand it either, but I hope this answers your question

EDIT: If you aren't being charged a modem lease fee, it's a fluke. If you have HSD on our modem, the code for the lease fee should be on your account. I handle about 50/50 for northeast and carolinas calls so I deal with carolinas market stuff all day.

 

[whip]

When I had TW, and had problems, I was redirected or was told the problem was in my house. I went 2 weeks without cable trying to get them to fix it. I lived in a duplex, and my neighbors cable was also out. Is it company policy to continually ignore the customer and delay making repairs, or was it an isolated incident? I switched to satellite because of the terrible customer service.

 

[Hokiefyd]

Thanks for the answer.

Originally Posted By: Nick R
EDIT: If you aren't being charged a modem lease fee, it's a fluke. If you have HSD on our modem, the code for the lease fee should be on your account. I handle about 50/50 for northeast and carolinas calls so I deal with carolinas market stuff all day.


The way it was told to us, you will only pay the fee if you have a broadband only modem (HSD?). If you have a dual modem, for broadband and telephone, you will not pay the fee.

Maybe it is a fluke. Our neighbor (who has broadband only) had the fee applied to his bill this month. We have not seen the fee yet.

 

[Nick R]

Originally Posted By: Hokiefyd
Thanks for the answer.

Originally Posted By: Nick R
EDIT: If you aren't being charged a modem lease fee, it's a fluke. If you have HSD on our modem, the code for the lease fee should be on your account. I handle about 50/50 for northeast and carolinas calls so I deal with carolinas market stuff all day.


The way it was told to us, you will only pay the fee if you have a broadband only modem (HSD?). If you have a dual modem, for broadband and telephone, you will not pay the fee.

Maybe it is a fluke. Our neighbor (who has broadband only) had the fee applied to his bill this month. We have not seen the fee yet.


HSD = High speed data. It's shorthand for Internet Service. Interesting that you haven't seen it yet.

 

[97tbird]

We have digital home phone and 15/1 'turbo' (goes up to 20 at times) from TWC.
why does the internet cut off for a few seconds every time the answering machine comes on or when we answer a call on the home phone?

 

[Pop_Rivit]

How much money am I saving by not having cable/satellite television every month? How many fees and taxes are tacked on to the average users monthly bill?

And speaking of monthly bills, how much does the average user spend per month to park in front of a television and complain about nothing being on? $40? $50? How much more money can someone make if they spend their TV time being productive?

Or how much will the average TV watchers health improve if they do physical activities rather than sit around watching mindless TV? Has a study every been done regarding the obesity level of avid television watchers versus non-television watchers (in other words, the more TV one watches the fatter one becomes)?

You said "anything".

 

[JHZR2]

HA! Couldnt have said it better myself. Sometimes Rivit's condescending manner really is just the truth...

 

[Nick R]

Originally Posted By: 97tbird
We have digital home phone and 15/1 'turbo' (goes up to 20 at times) from TWC.
why does the internet cut off for a few seconds every time the answering machine comes on or when we answer a call on the home phone?


That's a weird one that I haven't heard of before. What model modem do you have?


Originally Posted By: Pop_Rivit
How much money am I saving by not having cable/satellite television every month? How many fees and taxes are tacked on to the average users monthly bill?

And speaking of monthly bills, how much does the average user spend per month to park in front of a television and complain about nothing being on? $40? $50? How much more money can someone make if they spend their TV time being productive?

Or how much will the average TV watchers health improve if they do physical activities rather than sit around watching mindless TV? Has a study every been done regarding the obesity level of avid television watchers versus non-television watchers (in other words, the more TV one watches the fatter one becomes)?

You said "anything".


I forgot that not working/doing something 24/7 is some kind of cardinal sin.

Also I guess if you use full price digital cable with 1 non-DVR box, you could say around $75-$80/mo depending on location.

 

[The_Jeff]

I work in a TV station and our standard def channel (of ourselves) was out. When they "fixed" it, they smooshed our full 16:9 into a 4:3, and when we air 4:3 material it's a square box.

Time Warner won't give us an engineering contact, so we have to call the same phone number that civilians call into. I've initially been told there were no problems then suddenly that "Escalation is aware and working on it."

What's up with the double speak?

 

[Nick R]

Originally Posted By: eljefino
I work in a TV station and our standard def channel (of ourselves) was out. When they "fixed" it, they smooshed our full 16:9 into a 4:3, and when we air 4:3 material it's a square box.

Time Warner won't give us an engineering contact, so we have to call the same phone number that civilians call into. I've initially been told there were no problems then suddenly that "Escalation is aware and working on it."

What's up with the double speak?

That's a good question, and again one that as a residential sales rep I don't have the answer to D:

 

[Toy4x4]

I'm on the other side of the country and use a different carrier (Cox), but thought I'd ask anyway.

I read an article recently about the cost/spec comparison of phone/internet/TV around the world and where we, the US, rank.
IIRC, we came in 19th. We pay WAY more and receive LESS than 18 other countries, some of which you'd never consider being ahead of us in public tech services. This is costing the US money by being behind. When are the big companies going to stop treating us like cash piñatas and be competitive with the world instead of being just a few dollars off from each other at a high price?

 

[antiqueshell]

Originally Posted By: Pop_Rivit
How much money am I saving by not having cable/satellite television every month? How many fees and taxes are tacked on to the average users monthly bill?

And speaking of monthly bills, how much does the average user spend per month to park in front of a television and complain about nothing being on? $40? $50? How much more money can someone make if they spend their TV time being productive?

Or how much will the average TV watchers health improve if they do physical activities rather than sit around watching mindless TV? Has a study every been done regarding the obesity level of avid television watchers versus non-television watchers (in other words, the more TV one watches the fatter one becomes)?

You said "anything".


Have you been watching the Mark Dice videos about Black Friday over on YouTube? LOL


I agree you speak the TRUTH.

 

[The_Jeff]

It strikes me as ineffective, spectrum wise, to use most of the cable for "push" video service.

I think it'd be awesome to offload some of that to DBS satellite in a strategic partnership of some sort, where the magical "cable box" also supports some satellite. Marketing will have to spin this without admitting defeat. One challenge would be local weather and ad inserts. With DVR technology it's not hard to insert individualized ads in peoples' stuff... one will just have to be cunning in doing it without offending them.

I will congratulate cable companies on figuring out the "last mile" conundrum better than anyone else, phone/FIOS/fiber/DSL etc.

 

[Hokiefyd]

Originally Posted By: Pop_Rivit
Or how much will the average TV watchers health improve if they do physical activities rather than sit around watching mindless TV? Has a study every been done regarding the obesity level of avid television watchers versus non-television watchers (in other words, the more TV one watches the fatter one becomes)?


One can probably say the same thing about surfing the internet, and posting thousands of messages on a bulletin board about oil.

We're all blessed to have some down time to ourselves, and we're lucky to be able to spend it how we choose.

 

[Propflux01]

Originally Posted By: Hokiefyd


One can probably say the same thing about surfing the internet, and posting thousands of messages on a bulletin board about oil.


Hey! You calling me fat?

 

[RTexasF]

Quote:
Maybe it is a fluke. Our neighbor (who has broadband only) had the fee applied to his bill this month. We have not seen the fee yet.


We were notified in advance about the modem fee. I bought a used modem from ebay for $25 total and turned in the TW one. Sure enough they charged us anyway for the darn thing but a phone call corrected it. Point is check your bill even if you have your own modem!