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Cable customers frustrated with change

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By JEFF KORBELIK / Lincoln Journal Star

Saturday, Feb 10, 2007 - 12:07:15 am CST

Donna Adams turned on her television at 2:54 p.m. Thursday afternoon.

Unable to bring up the recorded programs on her digital video recorder (DVR), she opted to watch live TV instead.

She pushed the button on her remote and her TV responded — eight minutes later.

View Slideshow

Training Specialist Bruce Ubben (right) works with the new Navigator system one of the numerous TVs in the Time Warner Cable "war room" as Vince Incammisa from left, a QA engineer from Charlotte; Leon Hansen, a network engineering manager; and Ramon Gibbs, a support engineer from Denver, work on other issues related to the system. (Dan Eldridge)

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TWC-The Power of Poo! wrote on February 10, 2007 12:46 am:

" Isn't it sad that this is the third story run in the Journal Star bout how poorly the Time Warner Cable services have been? When is enough, enough? When is it time to cut your losses and realize that maybe the few benefits of "Navigator" aren't really worth all of this trouble? I worked at TWC when it was rolled out to employees and it sucked then, yes, but not this bad. In my experiences, upgrades to software that happen almost daily to your digital cable box never truly fix the delays or the AWFUL ugliness of the guide itself. A six pack of beer couldn't make it look any prettier. The company that strives on customer service and the "Power of You" is allowing Dish Network to look a heck of a lot more reasonable to put up with. Simply put-competition is needed--maybe then the "kinks" would be fixed a bit quicker. "

Customer wrote on February 10, 2007 1:15 am:

" It is really frusterating that we pay so much money a month for something that doesn't work very well. Our DVR is very slow & sometimes it doesn't record shows that we have programed it to record. I feel like I should be refunded part of my monthly fee from Time Warner. "

Going to switch to satelite wrote on February 10, 2007 1:37 am:

" I am so sick of this happening I AM SWITCHING TO SATELITE!! "

Nozzleman wrote on February 10, 2007 4:24 am:

" Why doesn't this suprise me from Time Warner Cable? Oh I know why because they misrepresented a product to my family and then did nothing to try and rectify the issue with my family. Typical Time Warner. "

Gary wrote on February 10, 2007 4:53 am:

" I can understand your frustration that's why I switched to a complete satellite system online system I have cable TV ethernet and phone service. I go directly to the source and cut out the middleman. Sometimes on very cloudy days I have no service but for the frustration is worth it. I use rabbit ears and cellular phone for backup plans on my laptop and seriously thinking about using a bus card from a competitive cellular service for backup for computer service. Which would be national when I am out-of-town I can still get e-mail surf the Internet and use vonage on my laptop. Check out the web sites for this. I hope this helps out the frustrations. "

Dee wrote on February 10, 2007 5:45 am:

" I tried digital cable on a promotion. First thing i noticed was the number of paid programs on my choices. Not just late at night but all the time. Second thing was that the "On Demand" worked intermitantly and for the last week has not worked at all. I know i will be canceling this serivce and am considering a change over to the dish. "

nitemare wrote on February 10, 2007 5:58 am:

" We spend $240/mo. on their terrible cable/phone/internet system also. We NEED some competition here in Lincoln. Bring in Cox or someboby. Please!!! Rate are outrageous, and the service and quality are poor. My DVR boxes will lose show, skip recordings, and also have days when they need rebooted more than once. Not to mention not being able to record "first-run" shows anymore. It records all or none. Go back to where you were!! This is NOT progress!!! "

Lafferman wrote on February 10, 2007 6:07 am:

" yeah time warner is really sucking when i'm out of my apartment and into my house in mid summer i'm switching to satillite tv it's cheaper and cosumer reports has it listed as a more reliable service for the past 6 years running. i'm tired of over paying for bad service. "

KH wrote on February 10, 2007 6:21 am:

" That is why we dropped our service and went with Windstream. Have not had a problem with them plus we are saving over $40 a month for cable, phone, and internet. "

J.R. wrote on February 10, 2007 7:01 am:

" don't buy into this garbage people.. "Scarborough said Time Warner would not have introduced the software if the company didn’t believe it was ready to go. It introduced the new guide to its employees before rolling it out to subscribers." This is no true.. We are market they found suitable for a beta test. For those of you unfamiliar with beta testing software, they know there would be problems. That's the point of the beta test. Create a group of people willing to use the new software, report problems and bugs, and put up with the inconvenience of such issues. Normally people volunteer to beta test software. This is not the case as we have no choice. Looks like something Micro$oft would do... "

AnotherDisgruntledCustomer wrote on February 10, 2007 7:02 am:

" Time Warner could get back into the good graces with the customers by offer a better refund when their product does not work like it should. $2 and $3 refunds are a little ridiculous when you pay over $100/month for cable service! Time Warner-show me that you really care about your customers and give the customers what they want-a better product or their money back! "

TJ wrote on February 10, 2007 7:09 am:

" All we need is competition to wake up Time Warner. "

Doug wrote on February 10, 2007 7:11 am:

" But....But....But those folks on the TV ads are Really Happy with the service They get. Really, though, that's effective advertising to scam 46,000 local subscribers. Rates right up there with weight-loss ads! "

Susan wrote on February 10, 2007 7:26 am:

" Time Warner Lincoln really needs to restore the Passport software - which worked GREAT - and go back to beta testing until this inferior product has all of the bugs worked out. This is a cable TV service - they are inconveniencing subscribers just so someone can get caller ID on their TV set??????? How stupid is that? I used to love my DVR and the convenience it provided. I could pick and choose my television programming based on the excellent descriptions that included a description of the program, guest stars, and actors and directors in each film. The biggest loss in service is the lack of a keyword search so I could search for topics or actors. This is gone, rendering the DVR useless for me. While I haven't gone as far as dropping the service entirely, I have cut $50 in premium service from my bill. Does money talk to Time Warner? I don't know. This has got to be the biggest snafu they have ever orchestrated in the Lincoln market. And they don't seem to be in any hurry to fix it. "

Try Something Else wrote on February 10, 2007 7:46 am:

" I was like everyone else with Time Warner when they rolled out this "upgrade". I could never make it work. Then I talked to the people at Windstream when I went in there to pay my phone bill, and found out that I could save OVER $50 A MONTH by switching to them. So I did, and haven't had any issues since. I now use Windstream for my phone, digital TV, and internet (and by the way, I have 6MB internet service. Try to match that Time Warner!!!) If you're tired of higher rates and lower service go check out Windstream. These guys have done it right!!! "

Jim L. wrote on February 10, 2007 8:05 am:

" OH YES!!!! Passport "SUCKS" and I have told them so. I have had nothing but problems and 2 DVR boxes later I still have problems. It either records a minute or two or it will record all of a show. Seems to be a bad game to see if you get what you want or not. I have been told by the tech people on the phone that Time Werner had to change to comply with FCC and I been told by service people at my house thats not the case. I'm with many other folks that pay over $100.00 monthly to play these silly games with Time Werner and I'm very tired of it. We need city fathers to wake up and find some computition for this TV Giant and then maybe just maybe they will get their act together and realise who is paying their bill's. Oh my sorry, I forgot the city fathers aren't much better. They cater to the big dollars and are affraid to replace them. And with the programing that a person gets (mostly all infomershels) on saturday or all sports and no local news or weather this is seriously sad and a rip off. I say we NEED COMPUTITION IN THIS TOWN BADLY. "

Navigator Hater wrote on February 10, 2007 8:07 am:

" I haven't talked to anyone who has liked the new system. Go back to the old one and when the next system comes out try it. "

Jim L. wrote on February 10, 2007 8:17 am:

" OH forgot to say, a week ago when my DVR went out I was told I couldn't get any service at my home till Monday after the weekend and that the window of time was going to be sometime between 800am and 100pm when they would come out, that's sad. I'm retired and my time is worth something I just wonder what people that work do to get service. Do they take time off work without pay or what? Then I was offered 3 months of a premimum channel for my inconvenience which I thought was stupid as I didn't have a box to watch this free service until the following week. Wonder if I paid my bill like Time Werner give's me service if I would continue to have this sad service. "

JB wrote on February 10, 2007 8:18 am:

" I have used DirecTV since we moved out of Lincoln, and I love it. Down time is non-existent (less than when I had cable), and I pay a lot less. Time Warner has to make up money for AOL's decline, so they pass it on to Cable subscribers. When is Lincoln going to wake up and allow competition in cable suppliers? "

Duffy wrote on February 10, 2007 8:21 am:

" Wake up Lincoln City Council!! We need more competition for our cable providers (Time Warner) as well as our movie entertainment industry (Douglas) before things will get better. Without competition - these providers will continue to suck us dry with their rate increases while continuing to provide poor service. "

JB wrote on February 10, 2007 8:22 am:

" Their is great way for you to know when it's time to reboot your box (by unplugging the box completely) and prevent some (and only some) of the headaches. Just look at the Time Warner logo in the bottom left hand corner of the guide screen. When it changes from a logo into a bunch of colored lines,stacked on top of each other, you know you'd better cold boot the box quick! Or else! The only thing that keeps me with Time Warner now- is Road Runner(internet). Please, Time Warner, give us back our Passport. And City Council members, how about a little pressure on Time Warner. We all should be entitled to some huge discounts/refunds, or free service while we are being their guinea pigs. "

Kay wrote on February 10, 2007 8:26 am:

" Okay everybody...let's all calm down. I agree that we need some competition for Time Warner. Lincoln has said that for years. But regardless of weather or not we are a test community, let's at least try to give them a chance to work out all the bugs. It is new and different, and change of any kind can be stressful. It has been frustrating when it works slowly, or the guide isn't available, believe me. But I have had satellite TV, and let me tell you, that was no picnic either. The one thing Time Warner has going for it...customer service. Any time I have called with a modem issue, or trouble with the cable, they have either helped me fixed it on the phone right then and there, or they get someone out to me right away. With satellite, you PAY for that! We had satellite for less than two years and paid to get out of our contract to go back to Time Warner. Also, some of the new features (like caller id on the television) are great. Do what the guy in the article said...call when you have problems so that they can get everything squared away, and that will improve service and support for everyone. "

nitemare wrote on February 10, 2007 8:26 am:

" I hope the people at Time/Warner read these comments. And I hope it would be someone that truly gives a damn! Why can't they realize there are a lot of disgruntled comsumers out here? Maybe drop out cable rates to half until they quit using us for guinnea pigs. Wait... Don't most get paid for testing? Time/Warner... Where's my check? "

Vic Timm of Time Warner wrote on February 10, 2007 8:31 am:

" "Frustrated"? How about hijacked and held up? The problem here is that apparently Time Warner let Larry the Cable Guy design this thing.... Remember people: Nebraska plays USC this fall. The ability to watch that game rests in the hands of the good folks at Time Warner for a lot of us....you seen anything that makes you think you could confidently plan a Big Red party and KNOW that you could watch the game? Even though its 8 months away? I only mention that because...well if you have Time Warner digital you know why. All the lip service about "Thanks for your patience" means nothing. Nothing. Lets see some rate reductions and rebates if you're serious. Otherwise, find the intestinal fortitude to step up and say, "We'll just keep on screwing you over, and there's nothing you can do about it. Thanks!" Where's the Public Service Commission in all this? Are they dead? I'd like to send a card, if thats the case. Otherwise maybe they should sort of do their job. Just a thought.If its not too much trouble. It could be they're trying to get their news about the situation from Time Warner Cable and....and... Our state got picked because we're big enough to be a test market, but small enough to not be too troublesome to Time Warner when things went bad. They knew it wouldn't work. If they DIDN'T know it wouldn't work, then they're too stupid to be running a cable network. And they're not stupid. If Time Warner has to live with half rates until this thing gets resolved, I wonder if the flurry of activity in the "war room" wouldn't pick up the pace just a little. Money is all they understand, and we need assistance from government in this case. Or, more classes for Larry the Cable Guy at Milford. One or the other. "

angela wrote on February 10, 2007 8:34 am:

" what i dont understand is why we are paying so much for such a lousy service. in markets such as austin, texas and new york city costumers are paying between $100-$130 a month for the same three services we are paying $200+ a month for and thiers works! time warner rips us off and doesnt care cause they dont have to. it stinks. "

Joe wrote on February 10, 2007 8:35 am:

" I was just wondering if anybody else has their digital phone service and has had the same problem as me with their line being busy and nobody can get through even with call waiting? "

Glad I don't have TWC now. wrote on February 10, 2007 8:48 am:

" Dish Network offers a DVR that can be recorded and viewed on two different tv's with one receiver. Dish has it's advantages and disadvantages just like anything else, but it still sounds better than TWC. "

Brian wrote on February 10, 2007 8:49 am:

" The solution is simple: DirecTV. I've had it for 6 years and wouldn't change for anything. "

WCG wrote on February 10, 2007 8:56 am:

" Why would you spend more than $100 a month to watch television? Pick up a book, why don't you? Talk to friends and family. Take up a hobby. You can get the local stations free with rabbit-ears, if you want the news and weather - and even an occasional tv show or two. But there's lots better ways to spend your life. If you can't stand the thought of missing your favorite tv show, you've got big problems! "

thanks for the article wrote on February 10, 2007 9:08 am:

" this is the most frustrating and annoying "downgrade ever". TW used lincoln as a test market because TW knows we have no other cable providers in this town. if they would have done this in a place where there were alternatives they would have lost half their customers by now. "

JT wrote on February 10, 2007 9:12 am:

" Time Warner, I understand the need for a new system. But there is no way that you thought this system was ready to roll out to the public. It is absolutely terrible. The fact that you are charging us full price to be guinea pigs in your little experiment is really frustrating. Bring in Comcast, or Cox, or someone that has their act together. "

Jason wrote on February 10, 2007 9:14 am:

" How long until Qwest makes it to Lincoln? "

New Satellite Customer wrote on February 10, 2007 9:15 am:

" My husband calculated that over the past 4 years we had given Time Warner over $10,000. When they made the switch several hours were spent on the phone with Time Warner explaing frustration, confusion and overall dissatisfaction with the "upgrade" to Navigator. We were offered a free movie network for 3 months. Unsatisfactory. Given the off chance we wanted to record something it wouldn't work anyway, our box only worked a quarter of the time. We wonder if Time Warner has heard "if it ain't broke, don't fix it". We fixed it, we switched to satellite and haven't had a problem since. For anyone out there as frustrated as we were, we highly suggest the switch, it's a quarter of the cost and we get all the same stations. The only way I would go back is if Time Warner had some incredible deal where the service was completely free, and even then I'd hesitate. "

RD wrote on February 10, 2007 9:21 am:

" I TOTALLY agree with everything everyone has said. Bad service, no response to emails, Navigator is a joke and the digital box has delays when on the HD tier. If Scarborough thinks she is fooling anyone, she needs to wake up. In addition, the HD choices are terrible. Why two channels of ABC? Why Universal that is nothing but repeats? Where is ESPN2 and a host of channels like History and National Geographic that are broadcasting in HD? Bad, bad customer relations, and they boast about all the money they give to the community. Whose cash is that??? "

RBD wrote on February 10, 2007 9:30 am:

" I ended up canceling my service after the upgrade due to nothing but problems and disapointment in the way the new Navigator worked. Sounds like Time Warner was just looking for a way to keep more of the money they already gouge us for thier service. I paid over $100/mth for service that I was getting in the last city I lived in for $89/mth. "

AJ wrote on February 10, 2007 9:31 am:

" I don't know about anyone else but I am tired of ordering the UFC fights and getting crappy sound and I heard one time people could not even access it to their tvs. We complained about the fight from a week ago and got it free 20 off our cable bill and 20 off our road runner for 3 months. I say everyone with a problem should just call and complain everytime. It's pretty bad we have to go to omaha to watch the fight that airs correctly with no ordering problems. WE NEED COX CABLE HERE! "

Bigmike wrote on February 10, 2007 9:31 am:

" This is a no-brainer. Time Warner does not want to pay a third party loyalities for their software. So, instead we get this incredibly worthless piece of crap called Navigator. They need to revert back to Paasport, before they lose 70 percent of their customers. Me being one of them. "

TWC stinks wrote on February 10, 2007 9:35 am:

" The article echoes the same events that have happened in our house with the box. I am so frustrated with TWC and they simply don't care. Why would they? They don't have any competition other than satelite in this town. They don't give you the channels you want (i.e. ESPNU the NFL Network) and they charge you more than Cox Cable in Omaha for the privlege of having their non-working system. I wish the Mayoral candidates would address this issue. "

Pay more wrote on February 10, 2007 9:36 am:

" Don't forget the rate increase we just got. Time Warner really doesn't care because they don't have to. Pretty much like Windstream, they have a monopoly. We are stuck. "

st wrote on February 10, 2007 9:37 am:

" Just say it Time Warner "Navigator has far, far, far less features, functionality and asthetic quality, but it's also much, much cheaper for us to license and operate thus pushing up our profit margin. Of course, this reduction in our cost to serve you wil be directly passed on to you, the consumer, in the form of a 20% increase in our service rates...." "

TiVo Customer wrote on February 10, 2007 9:52 am:

" Anyone with a DVR should look into getting a TiVo. I've owned one for four years and have had zero problems. TiVo has more features and has always worked better than TWC's DVR. TiVo has a new HD DVR model that you can even put a cable card into it. This lets you get digital cable and HBO services from TWC without the Navigator softwear. For anyone fed up with TWC's DVR service should look into TiVo. TiVo rocks! Just ask anyone who has one. "

JJ wrote on February 10, 2007 9:53 am:

" I had cable sometime ago and the billing was really terrible and and I kept getting further behind when I paid it on time and when I asked them about it they would tell me that I was current and didn't know why I was behind and when the next bill came it was a disconnect notice and I got tired of it and switched to satelite and what I was paying for basic cable was cheaper with satelite and I had more channels than I did with cable. I never had any major problems with satelite or open air antennas and cable just didn't give the quality I was looking for and I want to know why there are no other cable companies here in Lincoln when Omaha has two cable companies there but not Lincoln????? Cox cable and Qwest cable..... "

Sean1 wrote on February 10, 2007 10:03 am:

" If I could put a sattelite receiver up on my apartment building I'd already be there. I got great reception and all the premium channels for half of what TW charges me. Right now I've got 100 channels of garbage, three of which are shopping channels that I just got charged four dollars more a month for. If a channel become popular they move it to the "digital tier" to try to force you to switch for a higher rate. The Feds need to regulate these guys. "

Jim wrote on February 10, 2007 10:08 am:

" The 'guide' for this new system is way worse than the old one. I really didn't have any complaints with the way it was set up through passport, but now I think it just sucks. The screen color, the delays, is there even info available. The 'info' butten is worse too. Less information about programs and it disappears after a few seconds. Pay more money for worse service. "

iconoclast wrote on February 10, 2007 10:10 am:

" J. R. below has got this exactly right. And I want to repeat the fact that the line about not introducing it if they didn't believe it was ready to go is a bald-faced LIE. These people aren't fools and any fool could tell it wasn't ready. We a unpaid, non-volunteer guinea pigs. Personally, I'm guessing it will never work. The "play" in the remote is outrageous, and there are buttons that used to work and still don't. "

Colt Roberts wrote on February 10, 2007 10:22 am:

" Do you really think Scarborough cares? She is in the catbird seat because she knows how to put a positive spin on a rotten situation. Talk to her for five minutes and you're ready to pay twice as much as you are now. When Time Warner has a monopoly what do they care? "

ramod wrote on February 10, 2007 10:23 am:

" The Digital Navigator is improving on an ongoing basis and will become the preferred platform for cable customers across the country. It's important to note that the move to the new navigator is partially prompted by the President's change to daylight savings time. And for those Dish and DirectTV viewers out there, hopefully it won't rain when you're trying to watch Tiger Woods sink that winning putt. "

James wrote on February 10, 2007 10:24 am:

" Once again, I find it sad that people get so worked up about cable TV. And $100-$250 a month for services? Wow. How about getting off the couch and go outside? "

Go Satellite! wrote on February 10, 2007 10:27 am:

" I have had Satellite for several years now and only twice, have I not had services - one of which was the night of the tornadoes in Hallam. The hard drive on my DVR has crashed once, but after contactaing tech support, I received a new DVR the very next day. I am a VERY satisfied Dish Network Customer. I have heard only bad things from my friends and family who have TW. My suggestion to all of you. Document your problems - write down EACH specific time you have a problem with your TW service and then present that list to Time Warner and demand a refund or the ability to cancel your contract. If they are not performing to what is stated in their contract by providing you with the services you are paying for, you should be able to cancel that contract. If they fight you on it, then get other customers together and hire a joint attorney. Time to teach TW a lesson on service! "

ENOUGH IS ENOUGH wrote on February 10, 2007 10:29 am:

" How much complaining is necessary for TWC to realize this is a BAD product?! How many other businesses in Lincoln would force a faulty design onto its cutomers and then say pay us for it. Seriously, they've had their chance with this piece of junk, revert back to old system or at least prorate our bills for when this thing isn't working! When your phone, cable, internet service cost a fifth of your house payment, IT SHOULD WORK PROPERLY!!!!! "

brandon wrote on February 10, 2007 10:35 am:

" Two things here.....one Time Warner is full of B.S. The guide is not fixed. You still can't see what shows are new or repeat (it works sometimes). It will delete shows off the DVR randomly, if it records something at all. And the other is why has it taken the LJS this long to report on this? And it's a poor report at that. They should be roasting Time Warner and not allowing them to make pathetic excuses. The bottom line is Time Warner can get away with ripping of people becuase there is no other cable company. They know it and the LJS should call them on it. "

need competition! wrote on February 10, 2007 10:44 am:

" I'd just like them to implement the speed upgrade on RR that they've been promising since last summer. First it was going to be Fall 2006, then "first of the year 2007". Still nothing...they need to stop treating us like second-class citizens just because they don't have competition. (In all of the cities where they do have competition, they're offering 7MBit or even 10MBit downloads for the SAME price we're paying here.) "

Bill wrote on February 10, 2007 10:48 am:

" I used to live in Lincoln and would give anything to have Time Warner Cable. I have Charter in Waverly now. The picture us horrible (klkn is literally unwatchable). It takes 2 to 3 weeks to get a service technician for anything.Internet service is unreliable. If you want a Husker game on PPV you have to go the cable office to pick up a filter then install the filter on your back yard cable box. And oh yes, I have had cable laying on top of my sod for almost 2 years now. Despite 8 service on site service calls, it still is not buried. As far as DVRs go, we cant even get them here. What you have in Lincoln may not be perfect buts it beats at least one other company. "

JE wrote on February 10, 2007 10:51 am:

" It took innumerable phone calls, months of time, and digging up my yard twice, before I had reasonably reliable Internet service from Time Warner. Now they took a cable TV service that was only fair to begin with, and made it downright lousy. Scarborough's vague comments don't even hint that Navigator will ever be as good as Passport (not that it was great), just that it will eventually support some features they can charge extra for. All the while, rates have only gone up and up. I can't believe they had the nerve to call the other day and ask to be my phone service provider, too! When pigs can fly! "

AJ wrote on February 10, 2007 11:07 am:

" Get a DISH! It's cheaper, faster, better quality, and the customer service isn't awful like TW. The reliability is actually BETTER than TW. It doesn't cut out when the wind blows or the snow falls like TW did to me. Until there is another cable service in Lincoln, I will NEVER pay TW another penny. "

Satisfied wrote on February 10, 2007 11:08 am:

" Hmm...our Navigator is working fine. Although I miss the few "grace" seconds when rewinding or fast forwarding, I have no complaints about the new system. And the caller id on my screen is rocking my world...very handy when it's my mother-in-law calling!!! Anyway, we must just be lucky that we haven't experienced any of the issues that others are referring to. And no, I have no affiliation with TWC. "

Kelly wrote on February 10, 2007 11:15 am:

" When I complained, I was told another week...how many weeks should I have to pay for service that isn't working?? We need compitition. The service is very expensive. I have had service reps yelling at me in the past over their own mistakes...what service oriented company does this when there is available compitition. get somone else like Cox here in Lincoln!!!!!! "

TV Watcher wrote on February 10, 2007 11:18 am:

" Cable does have competition - - its called Satellite TV. Dish Network or DirecTV are both great options. The arrogance and unacceptably poor customer service by Time Warner should convince all cable users to switch. Don't be scared by those folks who say the satellite picture goes out whenever it gets cloudy. I've been a dish network subscriber for 10 years (originally driven away by Time Warners poor customer service)and yes, you will lose your signal 2 or 3 times a year, but its never for more than 5 minutes. A minor inconvenience. Satellite offers far more channels, and much better customer service. "

ted wrote on February 10, 2007 11:22 am:

" Why don't they drop navigator and return to the previous system. It worked much better. "

MP wrote on February 10, 2007 11:25 am:

" When you introduce a new product it has to work BETTER than the previous product or no one will buy a new one. We have been forced to accept an inferior product so TWC doesn't have to pay Passport for their superior system. Funny they didn't pass this savings on. I don't care if in ten years Navigator can walk the dog and start the coffee. What matters is that today it cannot perform it primary function, record a TV program. Yes, we need a large rebate to compensate us for being their test market for an inferiour product and their employees that tested it told them it wasn't working and they just went ahead with it. "

TG wrote on February 10, 2007 11:31 am:

" Time Warner has failed with this project. Ms. Scarborough needs to wake up and take some leadership responsibility for this disaster. Quit hiding behind "testing" and the "war room". Also, why is cable service in Omaha so much cheaper? My family in Omaha pays about $30 less per month for cable/internet to their entire house. Its sad that the cost for service to my apartment is one of the highest in the region. "

Ryan wrote on February 10, 2007 11:35 am:

" I have an idea... Stop letting television dictate your lives. Go outside. Read a book. Meet a new friend. I can guarantee you won't be disappointed with the technology. This is pathetic. "

Kevin wrote on February 10, 2007 11:52 am:

" Oh no my cable doesn't work. You mean I have to pay for this "overpriced service"? I agree with all the people that say get out and do something other than being on the couch watching the tube. I have a new DVR with a high def tv and I love mine. Never in 5 months have I had a problem and my picture is awesome. Quit complaining and TWC will get the kinks out of all your cable problems and you will be able to sit and watch your freaking tv all day long like you do now. Pathetic. "

Pull the Plug! Are you with me? wrote on February 10, 2007 11:53 am:

" I am going to suggest something that has been a LONG time coming. All the complaining we are doing will do nothing if people don't speak with their wallets. I realize I am not helping by trying to be patient. Let's stage a boycott of Time Warner beginning Friday, March 30. If Time Warner has not fixed the problems with the new system to work BETTER than the old passport system by Friday, March 30, pull the plug and turn in your boxes. This should give them enough time to resolve the issues with the new system and time for subscribers to find alternative providers. If you are not committed to this or a similar solution, then consider yourself as part of the problem. "

Kearney Resident - Schroeder wrote on February 10, 2007 12:23 pm:

" Lincoln subscribers are complaining about price and service. You haven't experienced anything until you move to central NE and deal with Charter. We are still in the stone age and paying full price for lowsy service. As for competition, it would be expensive for another provider to pull in the area. And Dish.....well enough said. Terrible. Quit complaining. You have options. Read a book if not happy, go to a movie. Spend time with your family for a change. TV is not a necessity, it is a luxury. "

Dennis_Fremont wrote on February 10, 2007 12:25 pm:

" Yes it's a pain in the back side but We all want more channels better service and more for our buck. I feel it's a small price to pay for progress. Someone has to be first to try something new. Call Time Warner and tell them what's happening so they can improve the system don't just complain! "

Megan wrote on February 10, 2007 12:26 pm:

" GOOD LUCK trying to contact them via e-mail, we have sent NUMEROUS emails in the past and have NEVER received a reply! Oh, did everyone else notice in their letter that came out recently that they said it was a beta product? We're all guinea pigs (for paying $150 to those crooks a month, I do NOT want to be a guinea pig for a useless product). I'm so sick of having to reboot this piece of crap everyday. And sometimes it's soooooo slow, you push Guide, and it doesn't pop up, so you push it again... and again.... and 5 minutes later, there it is! I've never been so frustrated with a company's customer service in my life. If they want me to keep paying $150 a month, they need to make my money worth it. Right now, what they have offered me, is no where close to being worth ANY of my money. "

CS wrote on February 10, 2007 12:43 pm:

" There are a lot of us that DO read books and go outside, etc. I rely on cable to bring me a substitute to what passes for local news. Ive been to other states and other countries and need to know about more than the local soup/pancake feed or the state of irrigation for the 100th straight time. I like the conveniences of having all my services on one bill, but im calculating the differences of going to vonage or packet8, buying my own box, and using satellite. My work takes me to other states on a regular basis and the technology industry exists outside of NE so I feel that for my work and relaxation from it my cable service is a necessity for me to stay informed and to relax. If Time Warner can't get their head out they are in for a rude awakening when several customers leave. "

James Maldegen wrote on February 10, 2007 12:46 pm:

" I am impress with the problems people have with their cable I have read on this article. The best solution or alternative is so simple, ask your cable company to go TiVo; or buy by yourself a standalone TiVo plug it in and bay-bay problems. Believe me is so nice to navigate with a TiVo remote and features. Comcast has done great by including TiVo services in their next generation boxes. Cox and Cablevision will also include it. Why not TWC? is for customers' satisfaction. $12 to $19 service is nothing comapred to the entertaiment you get from a TiVo. A cell phone service cost an average $45 per month and not much fun. "

Aaaargh!! wrote on February 10, 2007 12:49 pm:

" I am glad to read these comments. I thought it was just me. My TIVO hasn't worked correctly since the "downgrade". Granted it is not a TWC product but still...When I called TWC about it they just told me that they don't support any product but their own. Well, it's not my TIVO it's the new system. Also, those "on demand" services. Half of them don't have data so you can't access them anyway. Why am I paying for this s**t? Because my choices are limited and I am used to the way it used to be. I'm hoping this is rectified soon or I will have to have everything TWC owns removed from my home and opt for Windstream. "

ET wrote on February 10, 2007 12:50 pm:

" Wow. If you're paying over $200/month for your 'entertainment', you've got other issues. Good Lord, people, pull the plug and go outside, or something. Can any of you even remember where the front door of your house is? "

Comm UnSense wrote on February 10, 2007 12:53 pm:

" I live in a small town outside of Lincoln. Galaxy Cablevision covers our area as well as most small towns in eastern Nebraska. We have digital TV and internet service for $85 per month. No issues. Service is great. We have lots of new housing and we would welcome anyone to move to our little burg on South 68th. "

I'm with ya wrote on February 10, 2007 1:05 pm:

" I'm with ya pull the plug. I gave TWC a chance this past year, but I have had enough. I am going back to DirectTV. Besides they are launching 2 new satelites this year, along with some others, they should have over 120 HD channels, compared to the 15 I get now. No doubt, when more come online, TWC will be there with their hand out for more money, but not from me anymore.I've has it with this upgrade that in fact was a HUGE downgrade. C YA TWC!!! "

Bheer N Ose wrote on February 10, 2007 1:11 pm:

" I had a few service techs come work on my internet and one of them laughed at the way the last guy hooked it up, TWC sucks, plain and simple, and for those of you telling all of us complainers to "go outside" "read a book" etc....thats not the point, we are getting robbed of a service that we are overpaying for, regardless of our choices to use our time, we should get what we pay for and expect decent service, we get neither "

jb wrote on February 10, 2007 1:22 pm:

" Alright now, let's not be childish. We are all a little frustrated at this point, but I've talked to customer service reps at Time Warner, and they have been nothing but helpful. From my understanding, the old system was no longer supporting a guide, so they had to switch services. I think it is unfair that we are taking it out on the local office. We have a agree that they do a lot for our community. TW has personally donated money to a charity close to my heart. On the same token, satellite is not local and does not employ people from our community, along with helping out with it. Does anyone remember what happened in Halem with the tornado? Satellite made them pay for thier damaged dishes! As far as competition goes....we live in Lincoln, NE. Not a huge area for competition. And you always have the option of satellite, but who really wants that? I would rather be patient and keep my cable. "

ConsumersKnowBest wrote on February 10, 2007 1:57 pm:

" Lucky for consumers, all cable companies monopolies on digital set top boxes expires in July 2007! If Time Warner doesn't have it's act straightened before then we can all get digital boxes with the software we want, not what they think we want. FCC link: http://hraunfoss.fcc.gov/edocs_public/attachmatch/DOC-257519A1.pdf "

I'm in wrote on February 10, 2007 2:01 pm:

" Count me in "pull the Plug" The dish may look ugly but it cant be any worse service. Have you ever called TWC and ask for your bill to be explained? wow, its a real treat. "

JL wrote on February 10, 2007 2:03 pm:

" The folks that suggest that we get off the couch and go outside are missing the point. We have a DVR so that we have the flexibility to do just that. We can watch TV whenever we chose and are no longer tied to the TV schedule. We have had a HD DVR for two years. We liked the DVR under the Passport system. Very few problems. We have lots of problems now (shows not recording, time delays when pressing the remote, new shows not always being identified, etc.). We are seriously considering other alternatives. If Time Warner was serious about taking take of us, they would either revert back to the Passport system OR give us a discount for beta testing a buggy product. "

Brandon wrote on February 10, 2007 2:03 pm:

" As a former resident of Kansas City, I had Time Warner Cable and was paying a similar price as I am now for Cable TV with a DVR and Road Runner (about $120). Then some competition came to town (Everest Cable) who could provide similar services for about $70 (after spending millions to put in their own infrastructure), guess what happened. Time Warner prices dropped to about $70 a month for the same services I was paying nearly $120. Now I understand this is how a free market economy works, however if these companies can make a profit charging about 60% less than they are now, why can't the city work out a better contract than we have now? I'm not a fan of satellite because I have always liked the Time Warner product even though their customer service and prices have been awful, but now it seems they have brought their product down to the same level as their customer service, so I may just have to give satellite a try… "

TWC (The Worthless Company) wrote on February 10, 2007 2:05 pm:

" Is there any way possible that the residents of this city can force a competitor to come into this market? I think that everyone should start contacting the Mayor and City Council to make sure it gets done, and not just talked about. LET YOUR ACTIONS SPEAK LOUDER THAN YOUR WORDS!!! I dont see why a city this size should be stuck like it is with TWC. Hopefully if competition comes along, it will leave them with enough customers to count on 2 hands. FINALLY, PLEASE ADD ESPNU & NFL NETWORK, BECAUSE YOU ALREADY HAVE ENOUGH OF OUR MONEY, YOU DONT NEED ANY MORE!!!!!!!!!!!!!!!!!!!!!!!!!! "

If it wasn't for RoadRunner Internet wrote on February 10, 2007 2:24 pm:

" I'd try to switch as soon as possible. (I can't get DSL, something to do with the phone lines). I don't go outside when its super cold out. Its Winter, not Spring. I want to watch something, but I can't even see what the program is because my box is reporting "data not available". The program is ON, but there is no data about the program. I can't see what the episode or the movie is about. That's my biggest complaint. I can't even see what's going to be on in the next week. On Monday Feb 5th, I wanted to see a preview of what would be aired on Sunday the 11th. I tried my best to see 6 days in advance, but instead of seeing the programming, it kept placing me back one day, one day, then back to the original day OR seeing Tuesday's programming. The old navigation system (Passport?) was a lot easier to use. My sister has COX Cable (in Omaha) and I wish we could have COX here in Lincoln. Maybe Time Warner would wake up and smell the switchers if another "Regular" Cable (not Satellite) company came to town. "

Steve wrote on February 10, 2007 2:47 pm:

" This is very ironic. I was just talking about this very issue with the city attorney. Give him a call and let him know how you feel. You also need to let your city council member know how you feel. I've talked with TW customer reps until I'm blue in the face and nothing has changed. I've even been told by customer service that this is not a beta test environment prior to us receiving a letter telling us differently. I'm sorry that everyone is having troubles with this product, but I'm glad to hear it's not just us. As for Scarorough comments that - it wasn't our intention to deceive - that's just a flat out LIE. From what I'm told about bringing in competition, Lincoln is waiting with open arms, but I have a feeling that infrastructure is tied up in the contract with TW. "

Here's an idea! wrote on February 10, 2007 2:48 pm:

" How many people below have had a technician come out your home and have a technican look at your connections? That worked for me! I had a bad connection that prevented a strong signal to my box. 421-0300 !!! TECH CALLS ARE FREE! Give it a try! "

Joe wrote on February 10, 2007 2:50 pm:

" TWC cant get NFL Network due to the fact Direct TV owns the rights to it. "

TWC fired wrote on February 10, 2007 3:04 pm:

" The downgrade to Navigator was the last straw for me. I changed to Dish Network last week and LOVE IT. More channels, better quality, more options, better picture, reliable DVR and CHEEPER! I should have switched years ago. "

russ wrote on February 10, 2007 3:41 pm:

" Wow. I was thinking of switching to TWC from Dish Network. Not anymore. I get 180+ channels, and locals, for $60. Plus when I get an HDTV, I can add 25 HD channels for I believe $10. The DVR works good too. Outages aren't that common. In 2 years, I can only remember 3 instances, none of which lasted more than 10 minutes. "

Wow wrote on February 10, 2007 3:42 pm:

" OK - I'm shocked people are paying so much for this service. You people must be rich! "

programmer for 20+ years wrote on

Cable customers frustrated with change

By JEFF KORBELIK / Lincoln Journal Star

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