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Advisory panel to review Time Warner problems

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BY DEENA WINTER/Lincoln Journal Star

Monday, Mar 05, 2007 - 11:00:45 pm CST

If Time Warner Cable customers wanted an apology for problems they’ve endured for months with their new channel guide and digital video recorder software, they got one Monday from Beth Scarborough, president of Time Warner Cable Nebraska.

“Nobody’s sleeping very well at night around Time Warner,” she said. “I do think we deserve to be called to task… and I would like to take this opportunity to personally apologize to anyone we’ve disappointed.”

Her repeated apologies were in response to legislation introduced Monday by Councilman Jonathan Cook calling for an unusual performance evaluation of Time Warner by a cable advisory board and an investigation into the problems.

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Time Warner has been under fire in Lincoln and elsewhere since it dropped its old Passport channel guide last year and switched to a company-created guide called Navigator — software that allows customers to get programming information and is the interface for video on demand and DVRs.

In addition to Lincoln, the new channel guide was rolled out early in Charlotte, N.C., Milwaukee, and Kansas City, Mo. The change affected about 46,000 digital cable subscribers in southeast Nebraska, including about 35,000 in Lincoln.

Time Warner has fielded about 5,500 complaints since August and has issued credits, such as free premium channels, to half of them.

Scarborough said a performance evaluation would be an overreaction, but that didn’t deter the City Council, which voted to proceed with a review by a vote of 4-3.

The advisory board could recommend Time Warner offer refunds or credits to customers.

Scarborough asked for more time to work out the bugs in the system, and instead suggested a more informal review. She was disturbed by allegations that the company doesn’t care about the problems.

“I assure you, nothing could be further from the truth,” she said.

People are mistaken if they think Lincoln was considered “some small backwater” that could be used as a “small beta test market.”

She said Time Warner switched to its own software so it could eventually provide customers with more features such as a “start over,” “look back” and caller ID function.

She said complaints had dropped since a recent software upgrade. But during the meeting, she heard more as Time Warner customers recounted repeated rebooting and hours without service. One called the software “Laughigator.”

“It was like going from a brand new Mercedes Benz to an old Ford,” Harley Horton said of the switch from Passport to Navigator. “It’s like going from a roadrunner to a snail.”

And yet he’s still paying full price for cable.

“They haven’t screwed that up,” he said. “They’re doing a very good job of making sure they take the money out of my account every month.”

Will Kerns, who said he tests software for companies, said customers deserve to be compensated when they pay full price for a product that’s not 100 percent effective.

“Navigator was a complete debacle from the time we got it,” he said. “It doesn’t work, period.”

And Councilman Cook hammered Time Warner for making excuses, taking advantage of customers by making them pay for an “inferior product” and raising rates in January.

“The expectations are now so low that Time Warner thinks that people should be happy if they don’t have to unplug their cable boxes twice a day,” he said. “Any competent programmer would be embarrassed to be associated with it.”

His resolution was opposed by Republicans on the council who argued that this is a private matter and that Time Warner should be given more time to work through the problems.

Reach Deena Winter at 473-2642 or dwinter@journalstar.com.


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Professional Panal? wrote on March 5, 2007 11:16 pm:
" Advisory panal to evaluate the problem, I think it is a great idea. Compensation should be awarded, not just half price HBO. Is Russ Bayer on this panal, he seems to be a professional panal member... "

 PO'd customer wrote on March 5, 2007 11:24 pm:
" Only 5,500 complaints? Probably because the rest of us got tired of holding for 45 minutes...or got tired of being told to reboot over and over again. This customer never got any premium channels! TWC says Lincoln is not some backwater town, but they sure are treating us like one. Fix your problem or get out of town!!! "

 unsatisfied customer wrote on March 5, 2007 11:50 pm:
" Time Warner is a joke. Half the time my cable box doesn't work. Switch back to Passport and give me a refund! "

 Bill wrote on March 6, 2007 7:59 am:
" Can you imagine if Alltel/Windstream were to introduce a new software and your phone was only working 85% of the time? I bought a new computer last year. There is no way on earth that Dell would say "We're not sleeping at night knowing it only works 85% and you have to reboot twice a day." I switched to DirecTV 4-5 years ago because of the poor service and high cost of TWC. TWC has called at least once every other month attempting to get me switch back, trying to scare me with 'the lost signal' during storms. I still have the very basic cable, and on a daily basis the reception is so poor, it is ridiculous. I say it is time for Cox Cable or some other Cable provider is contacted to offer their services in Lincoln. "

 Accountability! wrote on March 6, 2007 8:41 am:
" Why is Ken Svoboda opposed to accountability for private contractors that have lucrative contracts with the city? Gee, I wonder....maybe because he has one and doesn't want to be held accountable either. All the council wants is a review of the contract and the DVR that still doesn't work. A review is just too much to ask? What? It's time to change city hall! "

 Time Warner Subscriber wrote on March 6, 2007 10:19 am:
" You know what the kicker is? Navigator is open source, it's FREE people! We're paying for a product that they got for FREE! They raised the rates for 2007, and are selling us a product they got for free. I know it costs money to roll out Navigator, but how is a free product more expensive than a licensed product. "

 BW wrote on March 6, 2007 10:54 am:
" I'm certain the number of complaints would be much higher if Time Warner had adequate incoming phone lines and someone to answer them. I tried to call them on several occasions about my messed up services, and all I got was a busy signal. It wouldn't be so bad if it happened only once or twice, but I tried for over 10 hours one day and never got thru. How's that for service, huh?????? You can't call & complain if the phone is off the hook and nobody is there to answer! "

 Still Sour wrote on March 6, 2007 11:49 am:
" While I agree that an advisory panel is a good step, I still feel exceptionally frustrated with the unresponsive customer service which has been the norm at Time Warner ever since the switch to the Navigator system was announced. Our home has experienced the same problems that MANY other customers complained about. Frankly, I've been too frustrated to waste my time calling in every time we have a service problem - I don't have time to call in to complain every other day! The standard line of "wait til the end of the week, we have a new update coming out which "should" solve "most" of the customer problems" leaves a bad taste in my mouth. Why should I bother to wait til the end of the week to see IF the service is fixed? I've been waiting for MONTHS for this service I pay for to simply function the way it did when I contracted for it. In a previous article, someone used the example of how cell-phone service has evolved, to make the point that there are always "glitches" when change ensues. Well... speaking of glitches, when AT&T merged with Cingular almost 2 years ago.... instead of waiting to see IF the phone company would get us phones we could actually USE... we switched to a different cell provider. Where is our option to vote out Time Warner by giving our money to someone else? We would switch service in a heartbeat if there was ANY other choice. "

 Ann wrote on March 6, 2007 1:14 pm:
" I listened to the Council meeting and felt some of the people just weren't knowledgeable on the Navigator or they didn't know what system they were using. I have really had no problems. Maybe the City Council should go and see the Navigator in action by someone who knows it. "

 Still waiting!! wrote on March 6, 2007 1:15 pm:
" I have quite a few services with TW and none ever seem to work. I think they should be accountable for thier actions. Would any of them pay full price multiple times for a product that is of such poor quality? Where are we to turn as consumers? I received a call the other night and was issued a $5 credit for the problems I have had. Now I don't know what world TW lives in, but a $5 return for 15 hours of waiting on hold over the course of 4 months is just enough to get me to cancel my service. "

 oh, so funny wrote on March 6, 2007 2:50 pm:
" I cannot fathom why anyone in their right mind would actualy pay for a product being beta-tested, and then turn around and complain when it doesn't work correctly 100% of the time. If you don't like what they offer, drop the service. "

 Satellite TV Believer wrote on March 6, 2007 3:10 pm:
" I, too, had a lot of problems with TWC's DVR machine even before the navigator came out. I switched to Dish Network right before the switch and boy am I glad! Since I got Dish's service and the DVR machine, I have NEVER had any problems with it.(Not even during the blizzard we had a couple days ago!) They even have way more HD channels available. Plus I pay about half as much as I did with TWC. My advice is to stop feeding the pig and upgrade to better service like I did!! "

 No Problems wrote on March 6, 2007 3:40 pm:
" I've had absolutely no problems with my navigator. It’s worked perfectly the whole time. "

 Service and Competition wrote on March 6, 2007 3:58 pm:
" In any situation where consumers do not feel they are getting what they paid for they take their business elsewhere. However, this situation is different. The Navigator has resulted in lower quality service, but TWC increased our cable rates in January. The problem is the consumer cannot take his business elsewhere. If you want digital cable you have to get it from TWC because there is no competition. All the comments saying just "drop the service" are irrelevant. This is NOT a discussion about whether or not we should pay for cable when we are unhappy with the service. This is a discussion about the poor quality of service TWC is providing, and what role the lack of competition plays in that. I am willing to bet that TWC would have lost thousands of customers if there was another provider in town. TWC never explained that this was a beta test beforehand. That information came out after they downloaded the Navigator. It would have been nice if the customers could have chosen whether or not they wanted to participate in the test. "

 oh, so funny wrote on March 6, 2007 4:38 pm:
" but you do have a choice, and there is competition. no one needs digital cable to survive or to even be entertained. if you're that unhappy...drop the digital tier. you need to look no farther than direct-tv and dish network for competition, and don't say they aren't because i see plenty of ads (on my hassle free extended basic service) that try to steer the consumer away from satelite tv. if the competition wasn't there, tw wouldn't spend money and fill air time with these comercials. "

 Not True wrote on March 6, 2007 4:40 pm:
" The navigator is just software installed on your cable box that provides an interface. It does not block your digital signal. In other words, even if VOD or the navigator is slow to respond, you can still receive your cable channels. The digital cable service is fine. My navigator can lock up all it wants or display information not available as I can still tune channels and watch TV. Fact is that the cable service if just fine. Just reboot your box or put up with with the guide not working for a while. Lincoln does not need cable competition. I said it before and I'll say it again, companies do not play nice together and no Lincolnite wants to be stuck in the middle of competing cable companies. Just trying to share the infrastructure alone would be a nightmare rising the cost for providers trying to maintain their network. This cost will be passed onto the customer. I know cable prices seem high, but there is so much more to it than a software release to a cable box. There is one phone company, one electric company, one gas company, one water company and one cable company. There is a reason for that. If you feel another cable company should be in town, then we should get another gas company along with the rest of ultilities. I for one feel I should not put up with the electical outage in Lincoln today. LES could have prevented that with better provided service. I don't know let's say by a back up line. This Time Warner thing is being blown way out of perspective. "

 You people get a life!!! wrote on March 6, 2007 6:17 pm:
" You people do understand that its a guide????? And I heard people want more credit than what they're paying for the service. I've always thought if you don't like something go to something different (dish). Yes it sucks to have to wait until their done perfecting it, but I'm sure TWC doesn't want to lose anymore customers. And this is to Councilman Cook... since when to government try to tell private business how to run their business????? Hey Jon I don't like the cheese they use on cheeseburgers at Burger King can you make them use government cheese?? And before you ppl say well they have to have certain standards because they have a agreement with the city. The way it sounds its so TWC maintains FCC regulations and some sort of public service like LCCTV and GOAC. "

 Once again... wrote on March 6, 2007 8:29 pm:
" YES people there are alternatives. I will never understand those of you who continue to pay for poor service. You're allowing them to continue to rip you off - if you drop them they will get the hint and change their ways! "

 Former Cable customer now with Dish Network wrote on March 6, 2007 8:57 pm:
" Cable once touted that they were the Pinnacle of at home programing. They took a big step backwards with their new Navigator. It look like they went back in time with how it functions, or doesn't function. I'm glad that Lincoln has some competition from companies like Dish Network. Cheaper, better navigator, better service, better reception, hey wait, that's what cable was suppost to be or what they advertise. Leave TWC and get a Dish. "

 Steve wrote on March 6, 2007 9:02 pm:
" Let me get this straight. I should continue to pay for service that has declined over the past 6 months and be happy about this. The cable deceived the subscibers of Lincoln and now needs to be held accountable. This problem would not be in front of the city Council if it would have replaced the navigator until the passport was fit for public use. The president of Time Warner said yesterday that after the last set of updates the software is at 85 percent and she felt they needed 90 days to get it to 100 percent. That will 10 month of sub standard service given to you by Time Warner. "

 Roger wrote on March 7, 2007 7:57 am:
" Hey if you don't like time werner unsubscribe it is as simple as that. Go to another provider, you will find like I did that it is even worse. Get off time werners back, just because Cook thinks he is some kind of God and can dictate what happens in commerce, he is just a little pebble in a guite a bit bigger pond or should I say ocean The city council was wrong on giving this the thumbs up. The members that voted for this review should all be voted off the council. I certainly hope that the person running against Cook gets elected "

 Michael wrote on March 7, 2007 9:20 am:
" from the article....People are mistaken if they think Lincoln was considered “some small backwater” that could be used as a “small beta test market.”.... Um, I got a letter from TWC saying that "Lincoln was in fact a beta market" right in it. And now she's saying that's a mistake to think that??? Beta testers ALWAYS get products at a reduced rate, if not free. AND they volunteer for it! Neither was the case here. What a joke! I'm switching to dish. "

 Gene Hogan wrote on March 7, 2007 10:48 am:
" Time Warner has a franchise agreement with the city. It's OK for the city to be involved. "

 Dish is awful wrote on March 7, 2007 11:15 am:
" I am surprised at the number of people saying drop cable and go with a Dish. I used both DirecTV and DISH Network and the service was awful. Bad reception, broken dishes, no local channels, poor customer service, etc... When I moved to Lincoln I went with the Time Warner HD DVR box. I have an HDTV so it was either that or back to the Dish. I was extremely impressed with TW, until the Navigator came along. Now we are stuck with this junk. Why didn't TW just leave the Passport guide on until they created a guide that was 100% ready and had all the same features? I am not opposed to change, but I hate paying more money for less service. We pay some of the highest cable rates in the country! A little competition might bring down the rates and up the quality of service. I know I would take my dollars elsewhere if I could. Dish doesn't count as competition for cable. That is like saying dial-up is competition for broadband. Each one will get you to the internet but if you wanted broadband you wouldn't settle for dial-up. I want cable, so i won't settle for dish. It feels like I don’t have a choice but to keep getting ripped off by TW. I suppose I could cancel my service and let my HDTV become and expensive living room decoration. "

 Need Competition wrote on March 7, 2007 12:46 pm:
" I am surprised at the number of people saying drop cable and go with a Dish. I used both DirecTV and DISH Network and the service was awful. Bad reception, broken dishes, no local channels, poor customer service, etc... When I moved to Lincoln I went with the Time Warner HD DVR box. I have an HDTV so it was either that or back to the Dish. I was extremely impressed with TW, until the Navigator came along. Now we are stuck with this junk. Why didn't TW just leave the Passport guide on until they created a guide that was 100% ready and had all the same features? I am not opposed to change, but I hate paying more money for less service. We pay some of the highest cable rates in the country! A little competition might bring down the rates and up the quality of service. I know I would take my dollars elsewhere if I could. Dish doesn't count as competition for cable. That is like saying dial-up is competition for broadband. Each one will get you to the internet but if you wanted broadband you wouldn't settle for dial-up. I want cable, so I won't settle for dish. It feels like I don’t have a choice but to keep getting ripped off by TW. I suppose I could cancel my service and let my HDTV become and expensive living room decoration. "

 E wrote on March 7, 2007 1:30 pm:
" Well if BETA testers always get free products, then why didn't Lincoln. I know, it's because BETA testers don't always get if for free. Time Warner can say they thought the new Navigator was ready for production and nothing can be done about. Nothing will be done about it so no need to play the name game. Call it a BETA test or call it a rollover. Either way, it's not going to matter and really is not that big of a deal. Go find something more important to do. "

 It's the DVR wrote on March 8, 2007 11:21 am:
" The (few) people who report no problems with their Navigator probably use standard digital cable and not the DVR. The standard cable box does work just fine for me most of the time. It's the DVR, which can be thought of as a cable box plus VCR combo, that gives me all the problems. When the wife gets home from a long day at work and finds that one of her soaps didn't get recorded by the DVR, it's not a happy night for any of us. Not only is she not in the living room quietly enjoying TV, but she is in my face not letting me enjoy my evening. "

 It's only fair wrote on March 8, 2007 12:02 pm:
" We were watching a movie on Cinemax, the picture stuttered a few times, and then the screen went blank for at least a minute, it wouldn't listen to any remote control commands, and the cable box rebooted. What a way to kill the mood of a good movie. A similar thing happened when watching Cars at the at the SouthPointe mall. No, the theatre didn't reboot, but something happened with the film and we were left in the dark for a few minutes while they re-threaded the projector. You bet they refunded our money, and more, by giving everyone in the theatre a free pair of movie passes to come back and use anytime. Should Time Warner compensate their customers who have similar problems? Yes. Should they refund more than the cost of the movie I watched? I think they should. Should the government step in and require it? No, generally not. However I do support the "investigation" because the problems with TWC have been going on for more than 6 months. Things have gotten slightly better in the last few weeks since Cook got involved, so maybe it is helping. "

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