Time Warner Pushes Caps With Customer Education

Time Warner is still on the bandwidth cap crusade and believes that customer education is what is needed to convince customers to see it their way.

 Time Warner identified Rochester, New York as a hot spot for customer dissatisfaction and negative media coverage. Their remedy for this, send customer service representatives to homes for one on one "education".

Stopthecap.com reader Corrine in Rochester writes;

    Hi, Phil. A very nice TWC “Residential Account Specialist” stopped at my house this evening. She said she was visiting the customers in her area to make sure everything is ok with their service. She obviously had a printout of what we subscribe to from TWC and took notes of my feedback. Yes, TW is attempting to overcome the bad publicity. I indicated that I am sure she is familiar with Stop the Cap! and knows that it isn’t the local TW employees that there is a problem with — the comments all indicate that the service is great. The problem is with TW management and tiered service.

    She admitted that there has been a lot of negative publicity.  The only “propaganda” that she provided was that people don’t understand that it is only the 14% high-end users who are downloading two or three movies a day who would be affected.  I said that although I don’t download movies, I will soon be retired and on a fixed income.  However, when I am home, my computer is up all the time.  With all of that on-line time, I have no idea how many GB I use.  Of course her response was that it would not effect me — even on RR Lite.

    I asked for and received the representative’s card, which includes her cell phone number and e-mail address.  As all TWC representatives I have had contact with, whether on the telephone or as service representatives, she is a very personable lady.

Other Time Warner tactics which defy logic include the proposed increase of their turbo package to 20Mbits/sec but incredibly the cap would still be in place. All this means to the customer is that they can reach their download limit faster and then be required to pay for any overages. Time Warner has also shelved DOCSIS 3.0 implementation while the controversy continues.

Time Warner has been repeatedly asked to present evidence bandwidth caps are warranted due to increased costs for providing their internet service. But, according to an article in the New York Times , costs are going down while ISP's are charging more. Comcast told investors that the hardware to provide 50-megabits-per-second service costs less than it had been paying for the equipment for 6 megabits per second. Meanwhile, in other markets like Japan where there is increased competition customers can purchase 160 Mbits/s service for $60 a month.

Congress is considering legislation that encourages more competition in areas where a particular ISP holds a monopoly. Said legislation would also provide stringent guidelines to prevent unfair service premiums due to lack of competition.

Via:  various
acarzt 5 years ago

I'd like one of these representatives to come to my house to educate me :-| We'll see who gets educated. I'm not worried about my internet being capped... That's not my problem.. My problem is that in order for me to get the High DL speeds that I already have, I will have to pay more because it also comes with the higher cap. Otherwise I have to settle with the slower service. And I may not download TONS of content on a daily basis, but I do download some rather large files from time to time and I would like them to download as fast as possible.

TWC, as i've been saying all along is full of crap claiming it is costing them too much to handles all this bandwidth. They just want more money and think that everyone is gullible enough to just beleive whatever they tell us without someone actually investigating! If they are having so much trouble, they shouldn't have sold these high bandwidth speeds in the first place.

Seawerst 5 years ago

I'm happy for you the Congress is considering legislation. I'm from Montréal, Canada and here are three examples of our best service:

10 Mbps , 100GB limit for 65$/month

30 Mbps, 70 GB limit for 65$/month

Or a best one ;)

50 Mbps, 100 GB limit for 80$/month

$1.50 per additional gigabyte used

If we do some math: 50 Mbps will take a little over 4h15 to burst the limit, 4h15 of download that has to be schedule over the month. It’s pathetic.

acarzt 5 years ago

Yea, you would easily hit that limit if you were downloading over 100GBs of content lol... But just browsing the web you're not gonna hit your limit. If you load a page that has 1MB worth of information, you're only gonna use 1MB of that 100GB regardless of which speed you have. 100GB limit is actualy pretty big. It takes me awhile to accumulate 100GB of crap. And that's with me downloading episodes of Anime I watch, and I just downloaded UT3 which was like 4GBs... Browsing the web is just a drop in the bucket of that 100GBs.

3vi1 5 years ago

If I install Steam and all my current legally purchased games on a new computer, I will be downloading 53.3GB of data.

I could see a person upgrading two computers clean when Win7 comes out and easily pulling 100GB in a day.

bob_on_the_cob 5 years ago

Yeah I have 55GBs of Steam games installed(thats not all of them). The day the Win 7 RC comes out I will be downloading that 4ishGB file and installing it on 2 computers and reinstaling Steam and games. I usually back up my Steam folder and just move it over, but if I didn't know how to do that then bam one day my limit is over.

Most any HD movie on Itunes is well over 3GBs. I mean you really can't get buy on this.



Here is the real "Customer Education" they are trying to hide. Internet doesn't cost them that much at all.

AMDZFan 5 years ago

Well, I agree with removing the "legal monopolies".

If they companies are complaining about how difficult it is to service certain people, obviously that means that other companies should come in and pick up the slack. That's what happens in a free-market economy anyway.

Say "bye bye" to the free ride, Time Warner :)

Kiristo 5 years ago

Aye, they need some competition. I was on an island in the Azores a few years ago where there was only one internet company so it was pretty expensive. They did have an unlimited option, but it was like 120 euro and only 8Mb/s. I pay about the same in Italy for 20Mb/s unlimited. Still a hell of a lot more than I want to pay, but what are u going to do? I would surely never get a capped bandwidth, I've hit the rapidshare 10GB cap a day a few times...

Anonymous 5 years ago

Whats so incredibly infuriating is that Time Warner is employing tactics in various efforts to try to target select people to be on their side. They pick people that will side with them to go talk to. They are not going to try and sell their crap to a 20 year old subscriber. They pick Aunt Betsy and the over 50 year old customers. And I am sure their lobbyists are working overtime.

It all boils down to the fact Time Warner does not want to lose their pay tv package tiers viewing audience to services like Netflix or Hulu. When you think of it in a legal sense it amounts to a pure case of racketeering.

wolfpac 5 years ago

All caused by the fact that there is a lack of competition in the US. My place offers only one cable Internet which is essentially monopoly. Put a very competitive cable company in place and you will see lower prices and better quality and service. The problem is most US people don't realize that Cable Internet is a monopoly business (do not confuse Cable with DSL) and it is hurting the consumers.

The government can't stop them because of this so called free capitalism. You let the greed runs and you end up with Enron and AGI. Without fierce competitions companies just do whatever they want, this is why some companies try price-fixing to rid of competitions.

I am very upset about the cable Internet providers. You can't imagine how frustrating I feel when my ping to US servers are higher than people from Europe. It's just plain wrong!

My professor of Networking once said US providers have a long way to learn from their European and Asian counterparts. It is just plain true. It's costs more in US and lag behind in performance.

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