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No refund for disgruntled Time Warner Cable subscribers

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By ALGIS J. LAUKAITIS / Lincoln Journal Star

Friday, Jan 25, 2008 - 12:09:29 am CST

Time Warner Cable customers who were frustrated and dissatisfied with the company’s Navigator software won’t be getting a refund in the mail.

Mayor Chris Beutler and other city officials have been trying to negotiate some type of compensation for customers who experienced dark or frozen television screens and other technical problems with the Navigator channel-guide software in 2006.

The Cable Advisory Board had recommended that Time Warner  give subscribers a 35 percent rebate on their bills from the time Navigator was installed through April 30, 2007.

Story Photo

On Thursday, assistant city attorney Steve Huggenberger told the advisory board that the city did not have enough leverage to compel Time Warner to compensate its disgruntled subscribers.

“We have no legal authority,” Huggenberger said in an interview. “Empty threats — that’s all we had.”

However, he said, the company did agree to continue its current policy of handling complaints on an individual basis.

“They are interested in participating in community projects in an attempt to be a better corporate citizen,” Huggenberger told the 11-member advisory board.

Problems arose after Time  Warner dropped its popular Passport channel guide and switched to Navigator, a company-created  channel guide that allows customers to get programming information and is the interface for video-on-demand and DVRs. 

The outcome of the negotiations didn’t sit well with board members, who voiced their dissatisfaction with Time Warner’s decision not to compensate customers in a “global manner.”

 The board passed a resolution which recommends that customers who feel they have been treated unfairly contact Time Warner in writing  about their concerns or “pursue private remedies.”

Board member Donna Behlen said contacting Time Warner via telephone has been problematic and won’t work.  She said people should send e-mails or write letters.

“People have become frustrated with telephone communications,” she said.

  Board member Herb Friedman said as far as he is concerned it’s a dead issue.

“The city is not going to do anything,” he told his colleagues. “I’m not sure the board can waste any more time.”

Said board member Mary Herres: “If customers expect monetary relief, they will have to do it on their own.”

 The compensation issue was included in a list of seven recommendations compiled by the advisory board in May. Huggenberger said Time Warner agreed to five of the seven recommendations. He said the company would:

* Look into redesigning its Web site to help customers understand how complaints are handled.

* Review a cable television subscriber “bill of rights” drafted by the advisory board so consumers will know what they can expect in the way of support services and compensation for service degradation and outages.

* Forward customers complaints to the city by e-mail on a quarterly basis for a one-year trial period. 

*  Not use Lincoln as a test location for future major software releases without adequate notice. However, the company and the city still have to define some testing terms.

Time Warner did not agree to allow customers a choice in selecting Passport in lieu of Navigator because it was not technically feasible to offer both.

 City officials also did not pursue a board recommendation that would have compelled the City Council to use its subpoena authority to get information from Time Warner.

Also Thursday, the advisory board elected the following officers for 2008: chairman Arthur Zygielbaum and vice chairman Herb Friedman. Jim Johnson was re-elected secretary.

Reach Algis J. Laukaitis at 402-473-7243 or alaukaitis@journalstar.com.


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Nate wrote on January 25, 2008 12:53 am:
" Now the decision is simple. Switch to satellite. "

 JP wrote on January 25, 2008 1:17 am:
" Once again big companies screw the little guy. And the government does nothing about it. Do we have a government for the people? Or a government for their own personal goals and kickbacks? "

 HERBIELEROY wrote on January 25, 2008 3:17 am:
" Doesn't the city have a contract with Time Warner? if so, is it so one sided that only TW gets benificial treatment at the expensse of the common citizen? Where do I go to sign up with the city, I need a free ride? "

 Eric H. wrote on January 25, 2008 3:23 am:
" Completely typical of a monopoly to manipulate and push around the people of a community. The city admits to being powerless against Time Warner allowing them to sit back in there chairs and make plans to abuse the citizens of Lincoln with more "testing" and terrible service. Why doesn't the city threaten to endorse direct TV and offer property tax rebates for people who sign up, that would get some attention! "

 Catc wrote on January 25, 2008 4:22 am:
" how about a solution for those who (like myself) are sick of the time warner cable mess........call your satalite companies and tell they how crappy your service is with cable because they would love to give you a deal on a dish. I have had my audio come and go, I never get a DVR recording on channel 42 that isn't garbled, I have horizontal rolling all the time and many issues unresolved or uncompensated so I am going to look at my other options.

A very unsatisfied cable customer. "

 Simple Solution wrote on January 25, 2008 4:56 am:
" All it would take is a little competition instead of a monopoly on cable providers. Yes there are the satellite providers but in my experience they are just as bad. "

 Not Surprised wrote on January 25, 2008 6:49 am:
" Isn't there anyway to bring another cable company into Lincoln to provide competition for Time Warner? They're a joke. They don't answer the phone and don't correct any of the problems, but why should they, your only other choice is satellite. They've provided such GOOD service that they recently raised the rates again. They should be booted out of town! "

 Not Surprised wrote on January 25, 2008 6:51 am:
" Why would this surpise anyone that company the size of Time Warner pay anyhting back for thier mess up. Now if a customer was late paying a bill reguadless of reason, their servise would be shut off in a heart beat. I believe Time Warner should have just agreed to give every one of their customers a free months service, ate the mistake and it would have made them look so much more responsible to thier customer issues. "

 Disappointed wrote on January 25, 2008 6:59 am:
" What a farce. So what Time Warner is doing is rewarding the people that called and complained every time their cable was having trouble. I myself, knew Time Warner was having issues and was working through them so I didn't call because I knew they were well aware of the problem. Now I don't get "rewarded" with my patience and understanding, but I get slapped in the face by Time Warner. I guess this proves that it DOES pay to call and complain and whine whenever something is a little out of kilter, even when it is something simple like your cable television service. Way to go Time Warner. Way to screw over your good customers! "

 See ya TW wrote on January 25, 2008 7:01 am:
" See ya Time Warner. That was the last straw. I'm going dish, they take care of their customers. I'm actually quite happy about this, gives me just one more excuse to leave. I hope TW is satisfied with their decision. "

 Jared wrote on January 25, 2008 7:07 am:
" I think the solution is to remove the monopoly Time Warner has on the Lincoln market. "

 Dump cable wrote on January 25, 2008 7:22 am:
" I'm not saying that directv or dish network are everyone's solution but it certainly is better than Time Warner. I put up with them too long and now I've been a subscriber to directv for awhile. There are a few small issues with directv but it's nothing like cable's problems with service. "

 No kidding? wrote on January 25, 2008 7:22 am:
" Wow, I'm so shocked Time Warner isn't offering refunds on their terrible service. The only thing shocking about this is that people still subscribe to Time Warner. I switched and I'm completely happy with the new provider. "

 John Holmes wrote on January 25, 2008 7:23 am:
" Thank you Time Warner for being so compassionate toward your overpaying customers.

Ok, Everyone, time to flood TWC's email. I sent them one this morning. Got nothing to lose. "

 JMK wrote on January 25, 2008 7:28 am:
" but time warner was happy to raise my bill by over $5 for a few crappy channels that I will never watch. When the contract is up, the city should refuse to renew it until they do something for us. There are other cable companies that would be willing to come in here. "

 JR wrote on January 25, 2008 7:32 am:
" Dish Network !! get your Dish Network !!

I love how Lincoln assists setting up a monopoly then does nothing about it when they rape and pillage and make millions doing so.

The city is not powerless. Remove the monopoly. What's wrong with competition.




"

 Laura wrote on January 25, 2008 7:42 am:
" I dropped TWC a long time ago. Too expensive and poor customer service. I've had Dish for almost 4 years now and I am SO glad. "

 Mark wrote on January 25, 2008 7:47 am:
" Here's my answer to your joke of a service Time Warner. I called and ordered my satelite sevice to be installed next week. I will be taking my hd and digital box back to Time Warner this weekend. I'v had it with them. I have waited almost a year to see if I would be compensated for the continues re-boots (two this week alone) and problems. Not anymore. C ya time warner. Thanks for nothing. "

 thoughts about satellite... wrote on January 25, 2008 7:55 am:
" Just curious if any of you use satellite and what your experience has been. We still have to reboot our box often, and I have such a bad taste in my mouth about Time Warner that I would love to switch to something else; however, I've been hesitant because I don't want to switch one problem for another. Anyone willing to share their experiences with satellite?

PS - PLEASE bring another cable company to this city! "

 shocker wrote on January 25, 2008 8:00 am:
" I really thought that a classy company like TIME WARNER would refund their customers for a crappy product that their customers didn't want or know about. It does work better than it id at first but it's still not as good as it was. "

 BB wrote on January 25, 2008 8:07 am:
" I have had both Dish network and Direct TV at different times over the last 10+ years. NOTHING BETTER! Everyone who is still on TW should canncel TODAY. Maybe the city doesn't have the leverage but the consumer does!!! "

 Mike wrote on January 25, 2008 8:19 am:
" Ok, since TWC has decided not to give us a refund maybe they can focus there efforts into making Navigator work, because it still doesnt. The city council doesnt care anymore because their elections are over. "

 TW Monopoly wrote on January 25, 2008 8:23 am:
" Why is it the same package is cheaper in other cities? A friend in KC has digital everything, all the whistles and bells, internet etc. from TW. I have straight cable, internet and phone and pay $35/month more. Oh and TW, remember I have free long distance so why after 8 months are you still charging for LD calls even tho your computer people say I am coded for FREE LD. I have spoke with 10 people, promises of call backs--NOTHING, ZILCH. So it is not only the navigator they are having problems with. Cox in Omaha is way cheaper and cell service too! This is typical Lincoln--no competition. No wonder Lincoln is falling apart and you can't afford to live here. "

 Satellite Install Scheduled.... wrote on January 25, 2008 8:24 am:
" I called to switch from TWC before this article ever ran and the article just confirms that I made the right decision. When I called to schedule the install, I was scheduled within a week, and someone answered my call within a couple minutes, when has that ever happened with TWC, its always on hold FOREVER and someone on the line saying we'll be out there next month! "

 No Cable wrote on January 25, 2008 8:28 am:
" www.dishnetwork.com
www.directtv.com "

 Mrs. B wrote on January 25, 2008 8:31 am:
" Once again, TWC is screwing us over and taking all our money for a service that works 50% of the time. We're still having problems w/ our box and phone call after phone call, nothing gets done. They keep sending their techs out, but nothing is resolved. We've been through about 6 boxes already. The last tech that came said we must have bad luck and "not to play the lottery" "

 Really? wrote on January 25, 2008 8:32 am:
" Huggenberger said "the city did not have enough leverage". Really? How about inviting competition into the city instead of giving Time-Warner a monopoly? "

 Price Con wrote on January 25, 2008 8:37 am:
" I became fed up with TWC because of the pricing structure where it appears cheaper to get premium movie channels than if you didnt have them. They made up a price that is higher (for not having the premium channels) just to lure everyone into buying the movie packages. It would be like selling a 12 pack of pop for 1,000 dollars and saying you could get a 24 pack for 15 dollars. Even though the 15 dollars is an outrageous price, it appears to be the best deal (thus forcing a higher price that everyone will pay) "

 to thoughts about satellite wrote on January 25, 2008 8:43 am:
" I've had Dish for 2.5 years. Occasionally have reception problems in heavy rainstorms, but generally they don't last long and aren't very frequent (maybe 2-4 a year). I've had the same receiver the entire time, and never had a problem with it. Get 200 some odd channels, locals included, for about $57 a month. "

 Ryan wrote on January 25, 2008 8:45 am:
" I have an idea: STOP WATCHING SO MUCH TELEVISION! Play a game with your family, join a gym, go to a museum, play in the snow, or, you know READ. All of those options are a lot cheaper and you'd be a lot happier too. "

 TWCSucks wrote on January 25, 2008 8:46 am:
" Switch to DISH Network. You won't regret it.

The city tells you to write to TWC about your complaints. That won't do anything. Instead why not write to your city government and express an interest in allowing another cable company to enter Lincoln. Competition is a good thing for the consumer. "

 the dude wrote on January 25, 2008 8:49 am:
" why do we even have an cable advisory board if it has no teeth? Oh and you folks w/ TWC high speed internet just wait - the company is testing out charging on a per download amount in other cities - TWC's motto is just like Gordon Gekko's "Greed is Good" "

 Nicole wrote on January 25, 2008 8:55 am:
" Lighten up People. It's just cable-here's an idea read a book. play a board game, spend time with your families "

 wow wrote on January 25, 2008 8:57 am:
" I am surprised that TW is doing NOTHING to compensate their customers who had such problems with their service, considering this wasn't a one time outage issue, but a daily inconvenience for many. As for the satellite companies, we had satellite and hated it. Any time there was a storm of any kind, service was out, and when we needed service on our box, there was a $75 charge just to have them come out and look at it. The only way to truly solve this problem is to bring in competition. TW response wouldn't be quite so callous if there was another local cable company to keep them on their toes. "

 Not too happy! wrote on January 25, 2008 9:00 am:
" Well i recently moved from lincoln, and i can tell you that when i did have service through TWC, it SUCKED!!! I would call with an issue and they wanted me to fix it, even though i had no clue as to what i was doing.... The "fix it" never worked. Then the repair person would come, and they were rude...all of the time. I had satellite but was not happy with that either... The solution~ GET COX FROM OMAHA TO OPERATE IN LINCOLN... my friend has cox cable and is very satisfied with it...And its cheaper than TWC. I think TWC should compensate the overpaying customers for something... Come on people 49.99 for internet? DONT THINK SO.. All TWC is good for is sucking people out of their money for service that is not good "

 Happy Cable Cust wrote on January 25, 2008 9:01 am:
" Time Warner creditted me very fairly and seem to have the problem fixed. Do the bloggers here have digital cable and if so, have you received any credit? Time Warner is very fair. When I dealt with dish it was a gigantic headache that wound up costing more than cable. "

 Tony wrote on January 25, 2008 9:04 am:
" Just switch to satellite and you will love it! "

 Cut the Cable wrote on January 25, 2008 9:09 am:
" It is time to cut the cable and dump TW. Goodbye. "

 Competition! wrote on January 25, 2008 9:11 am:
" If Lincoln wants to grow up like Omaha, it has to recruit and allow competition.

You should also ask you Senators to support the public utilities to allow transmission of cable/internet signals on the public lines. That would drive competition big time!

By the way, TWC, where is the NFL Network? "

 SCW wrote on January 25, 2008 9:12 am:
" Stop throwing your money away and just buy an antenna. I get 7 High Def stations over the air for free. Add those to my $60 satellite bill, and compare that to TWC's monthly charge for digital cable. Which would you rather pay? My satellite service is far superior to TWC. Haven't had cable since 1999 and definitely don't miss it. My satellite charge is still less than what I was paying for cable 10 years ago. Wake up Lincoln! "

 LincolnMan wrote on January 25, 2008 9:24 am:
" I switched to Dish Network and was a little bit hesitant at first, but I would not go back even if it were cheaper or TWC had competition. I have not been disappointed with Dish Network at all. It's been about 1 1/2 years and I can't complain at all. Make the switch!!! "

 Really? wrote on January 25, 2008 9:26 am:
" I called in to TW about my complaints and they gave me credit. All you people who want a sweeping refund need to get up off your behinds and just give them a call. If you are unhappy with your service, let them know, they will make it right. Heaven forbid you have to actually take matters into your own hands. The Government isn't going to feed you forever people, time to take care of yourselves.

And one more thing...our nation was founded on the principles that Government and private business are to be kept separate. Don't ask them to take over public businesses unless you are willing to hand over EVERY business to them. Government controlled cable company? Sounds like Communist China to me. Think about it. "

 Mom of 6 wrote on January 25, 2008 9:31 am:
" Mary Herres said "If customers expect monetary relief, they will have to do it on their own.” Now, I have plain old plug into my TV cable so I have not had to experience everyones frustrations but what I believe Mary is telling you is "Class Action Lawsuit"--someone needs to find an attorney and get the ball rolling. I know we are a country of "sue happiness" but I really think this is a pretty good case-it's not frivolous to be compensated for services you paid for and didn't receive.
"

 Mike wrote on January 25, 2008 9:35 am:
" I've had DISH for about two years now. I love it. No complaints at all. "

 Ellie wrote on January 25, 2008 9:38 am:
" my family has had Dish Network for about six years now and we love it. It is much better than the cable service we had prior to subscribing. When we've called customer service, they've been polite and helpful; when our dish was struck by lightning and took out two receivers, everything, including the wiring, was replaced three days later (the delay was due to the fact it was Thanksgiving); when one of the smart cards failed in a receiver, a new one was sent out overnight UPS within hours of our call to Dish Network.

Are there drawbacks? Certainly. In a very heavy rain or snowfall, the signal can't reach the satellite so there's no TV then but it has to be pretty heavy for that to happen. Although inconvenient when it does happen, it's never been a hugh problem for us and we watch a lot of TV. In the interest of full disclosure, I'll also tell you that after the lightning strike and replacement of our system, Dish told us they wouldn't replace any more of our equipment or wiring unless we signed up for the insurance they offered. It's $1.99 a month and covers everything, no matter how many receivers you have (we are up to four now). I am certainly more satisfied with Dish then I ever was with cable. "

 grayhairedfreak wrote on January 25, 2008 9:40 am:
"
I have DirecTV because I live on an acreage and can't get cable. I have been satisfied overall. However, one big thing to remember is that the basic monthly rate for satellite only includes service to one TV. Each additional set is about $5 a month per set. You will also pay extra for local network channels, DVR and hi def channels.

Not trying to sway you one way or the other, just have a very good idea of all your costs before you commit. Also, you do NOT have to be hooked up to a phone line unless you are doing pay-per-view. "

 Tired of the games wrote on January 25, 2008 9:41 am:
" Just allow COX cable to come to town and then see what happens with Time Warner. "

 L wrote on January 25, 2008 9:41 am:
" I dont think switching to satellite is the solution... I've heard bad things about them also. I have learned from past experience with TWC that if you call and complain, they will often times give you 6-months free for a movie channel like HBO or Showtime. It doesnt work everytime, but it's worth a shot if you have something to complain about. "

 Hello wrote on January 25, 2008 9:44 am:
" Maybe if some of you would do some research you would find that there is no contract with the city!!! Please quit complaining about your crappy service and find a new provider. And by the way the only way Lincoln will ever get a new cable provider is if the new provider wants to come in and pay for it, and as it sits no other company wants to come to Lincoln right now. Maybe you should all start writing letters to other cable company's and encourage them to come in and lay ground in Lincoln. I thought this was all done by now. "

 dish user wrote on January 25, 2008 9:52 am:
" We've had Dish Network for several years and with the execption of losing our connection for a short time during extreme weather, we've never had a complaint. "

 Bad Karma, TW wrote on January 25, 2008 9:56 am:
" The BIG mistake is treating this issue like a non-issue. If you want to be in buisness, you have to treat the customer better. This is going to come back to haunt TW. They may have saved a couple bucks by not issueing rebates only to lose a multi million dollar contract in the not far off future. "

 Matt Poulsen wrote on January 25, 2008 9:57 am:
" Does this surprise anyone?? Ime Warner is probably the worst "service" company I've ever done business with. The service was horrible and our "high speed" internet was practically operating at dial up speeds. When I complained about it I was told they can't "guarantee high speed!!" Huh...I wonder if they would have a problem if I told them I can't guarantee I'll pay my bill. I recently moved to Omaha and Cox is so so much better its not even comparable. The city of Lincoln needs to look into this and quit allowing Time Warner to take advantage of its monopolistic role in the city. All I know is that if still lived in Lincoln I would be switching to satellite. "

 Whywait wrote on January 25, 2008 10:01 am:
" Been a Directv customer for 10 years. Have never regreted switching. The quality is twice as good. "

 JT wrote on January 25, 2008 10:06 am:
" Congrats Time Warner. You got a free beta test for you terrible Navigator. You guys really know how to treat your customers. "

 Harrison wrote on January 25, 2008 10:08 am:
" So what are we to do? I have been with Dish & Direct TV, niether of which are any better. My Roadrunner service is becoming terrible now. In February 2009 all TV will have to be digital. I guess I am stuck with terrible service until the city pulls its head out of the dark place. "

 Dano wrote on January 25, 2008 10:09 am:
" Not a surprise at all. Why would a monoply want to make a customer base happier. The city wants to do something about, get a competitor company like COX or COMCAST in here and see how things change. "

 longtimeTWCust wrote on January 25, 2008 10:15 am:
" While I think TW should have compensated customers, I just wanted to say something positive: I've had TW sevice for many years, including digital for a couple of months last summer and never had a problem that their techs didn't resolve quickly.Maybe the next time their contract comes up with the city comes up for renewal it should be revised to include giving the city the power to take more punitive actions if someting like this occurs again. "

 sumdumguy wrote on January 25, 2008 10:16 am:
" I've had direct tv, and actually switched back to TW. This was before the new Navigator was "rolled out". I was never happy w/ the dish, because the customer service war horrific! However, TW is now just as bad. I fell helpless. "

 Dak wrote on January 25, 2008 10:26 am:
" I am shocked, SHOCKED I tell you that this happened.

Actually, no I'm not. I knew it would result in this way.

Consider the choices that the Lincoln market has for TV. Theres standard broadcast, Time-Warner and the Dish Network. Lincoln seriously needs another cable option, and we need it soon. "

 SE Lincoln wrote on January 25, 2008 10:33 am:
" Not feeling we should have to beg Time Warner for a refund for the rotten service experienced, we switched to Dish last summer and couldn't be happier. Great service, better programming and cheaper. Enthusiastically recommend it! "

 dave wrote on January 25, 2008 10:39 am:
" For everyone complaining about a monopoly and that Lincoln needs to have two companies........well you really need to get out more. Every city has ONE cable company. I can't tell you why, but thats just the way it works. One city = one cable company - everywhere, not just Lincoln. I wouldn't mind seeing Time Warner replaced by Cox or Comcast, but you will never see two in one city. "

 Hit Them Where It Hurts! wrote on January 25, 2008 10:40 am:
" Has anyone thought about a class action lawsuit?
Perhaps an attorney in town should get this going. I know several people who would participate! "

 Sean wrote on January 25, 2008 10:40 am:
" It's a good thing that I switch to satellite. I do not have to put up with the Time-Warner problem. More people should switch and maybe the city will get the clue. Get two are three cable companies in not one. I think the Federal Government has a anti-monopoly laws on the books. "

 Adam wrote on January 25, 2008 10:45 am:
" Time Warner Cable paid for the physical cabling to cover the city, this did not come out of your tax dollars. This is a huge infrastructure than cannot easily be duplicated/replaced which is why there will not be another cable company in Lincoln, or any other major city for that matter. Omaha is COX exclusive. I don't see why everyone is complaining so much, there has always been another option (satellite) so stop whining and just get Dish and put up with fuzzy signals when its cloudy. "

 Jack wrote on January 25, 2008 10:50 am:
" Dumb Time/Warner and move to Windstream/Dish Network. 1000x better. "

 Danny wrote on January 25, 2008 10:51 am:
" I get these mailings all the time about how TW is better than my satellite provider, and how I should switch to them. Basic cable for $55 when a good sum of the channels you get, you could get yourself for free with an antannae? That is absurd! I'm not sure why I'd ever go TW. I had a problem with my Directv bill this last month, I called, guess what, they took care of the problem immediately. They actually trust & value their customers. Oh, and all those satellite bashers that say you get on again off again service with a dish, that's crap, I've lost my service maybe 5 times in 6 years, for only about 15 minutes each time. I'd say TW ought to quit spreading rumors about other companies track record, and take care of their own. Taking care of disatisfied customers would have been a good start. TW had the chance to make it right. Guess what, they just gave all TW customers the finger! I feel really bad for you guys that are on TW now, I really do. "

 wwhhhaaaaa.....!!!! wrote on January 25, 2008 10:52 am:
" what a bunch of cry-babies. it's frick'n tv. get over it. if the service was soooo horrible, why did you all continue to pay a premium for digital service (a service in beta testing at that)? why didn't you drop the digital tier and go with extended basic. or better yet get off your duffs and do something creative with your time/family. i've had service techs at our house chasing a surge through our neighborhood at 10pm in the rain, so don't tell me they lack customer service. "

 Sue F. wrote on January 25, 2008 11:00 am:
" We have had nothing but good luck with our Dish. The 2 times in 5 years that we had to contact their customer service they were helpful and friendly. "

 TG wrote on January 25, 2008 11:03 am:
" After much hesitation, I made the switch to Dish Network. I cannot begin to tell you how much happier I am with the service. More channels and cheaper prices.....and I don't have to watch those TWC commercials every 5 minutes!!! I will NEVER go back to cable! "

 satellite customer wrote on January 25, 2008 11:08 am:
" We live by Hickman and have Dish Network. I'm not going to hide the fact I've had a couple of run ins with dish but both times it was over a couple of extreme circumstances that 99% of customers never will. One they handled after I refused to budge and the other I just ate as a learning experience. We have not had our satellite down yet this winter with weather. The last time was for about 30 minutes during an extreme downpour. I believe this is in part to how well your dish is adjusted and where it is located on your house to get the best reception you can. The picture is better, channel options are better and we don't have to be ginny pigs. I've had dish network and direct tv and the DVR system on dish is much better. You can watch DVR events from 2 different tv's instead of having to have 2 DVR's and recording the programs on both boxes. Time Warner seldom budges because the don't have to. "

 Shadow wrote on January 25, 2008 11:12 am:
" there was also a story not too long ago about TWC starting to charge more for people that use more bandwidth on their internet service. they are going to "test" it out in texas. They say that people that download movies in high def drive the usage up too far. more comanies are switching to hardware you can purchase that uses the internet to download hd movies. Apple just announced a service last week. Netflix is another that is looking at selling such hardware. because the market is switching and the ISP's are left out of everything, they had to try and find a way to make money off these services. anyone remember the recent story of comcast shutting off internet service to thousands of customers because they had a "high bandwidth usage"? nowhere in my contracts for my internet service have i seen any provision that states i can use the service but only until i reach so much data transfer.

Finally, TWC is a monopoly but a regulated one. anyojne that is not happy with their service should not only call TWC but the FCC as well since their services are regulated by them. "

 husker wrote on January 25, 2008 11:14 am:
" The Dish Network does not carry Foxsports net for those who want to watch the Husker football games. Get Directv it is better. "

 service at no charge wrote on January 25, 2008 11:21 am:
" to those saying they paid $75 service charge for cable, you are lying. There is no charge for service calls by TWC. to those saying we have a city contract with TWC, you are wrong as well. I really wish people would have some idea of what they are talking about before they open their mouths. "

 thanks wrote on January 25, 2008 11:55 am:
" I just wanted to thank everyone that has posted comments about their experiences with satellite television. I've considered switching since this all began but have been reluctant; however, after reading so many positive comments, I think it's time to make a switch. Surely, it can't be worse than TW?!

Before the Navigator testing began, our family was the biggest DVR/TW fans around. We told all our friends how great the DVR/TW was and wondered how we use to live without it. I can't remember having any problems prior to the switch. However, when they switched to Navigator it all changed! Even now, after all these months, we continue to have to reboot our box often and sometimes there is such a delay from the remote that it's basically useless. I do have to say every customer service rep I've ever talked to at TW has been extremely pleasant; however, I'm afraid I may not have been by the time I finally got through to talk with them.

Also, I'm so frustrated by the folks who ridicule customers for complaining and suggest reading a book, etc. - it has nothing to do with how we spend our time. My family does a lot together. I'm a teacher and read books constantly. I do watch tv, too. I watch a lot of news channels because I like to know what's going on in the world. My husband watches a lot of sports channels. These are not awful things and we have a right to do them, or for that matter to watch tv all day and all night. However, I do resent shelling out a lot of money each month for a product that doesn't work correctly. No one should have to put up with this regardless of whether the product is for recreation or a necessity! "

 Brad wrote on January 25, 2008 12:11 pm:
" Competition...all you need is competition.

Omaha has two cable companies and their average price for bundled service is $100, Lincolnites pay $150 or more for TWC, that rarely works. I guess Lincolnites just have more money to throw away on basic services. "

 Reading comp. 101 wrote on January 25, 2008 12:20 pm:
" The one or two comments about $75 for a service charge were referring to the satellite companys. Maybe reading comprehension skills are needed before accuseing people of lying. "

 In case you hadn't noticed yet, wrote on January 25, 2008 12:25 pm:
" The cost of digital cable has gone up. Cox, please come to Lincoln! "

 B wrote on January 25, 2008 12:29 pm:
" Shame on Time Warner. Don't they know that the best path to being a good corporate citizen is by providing excellent customer service? This is going to be a fatal mistake for Time Warner in Lincoln, Ne. "

 Switch or Shut it wrote on January 25, 2008 12:37 pm:
" Don't you know most cities only have one cable company. Lincoln is not the only one. Alot of big cities only have one. Just switch to dish or be quiet about it. Seriously.... "

 Brett wrote on January 25, 2008 12:38 pm:
" I returned the old analog remote control years ago that we were getting charged $.10 for each month with the box when we got the newer cable boxes.

I noticed a few months later we were still being charged for it. The phone rep agreed we had returned it with the box and shouldn't be getting charged. I said I wanted it off my future bills and for a refund of the overcharges.

She said, "It's JUST a dime. Just pay it." Needless to say I flipped out on her.

We complained numerous times as well about the new software months ago. They took so many features AWAY that the older software had that it was ridiculous. Hire a GOOD software company to write the code that includes all the old features plus new ones. Don't just eliminate tons of features.

I've asked repeatedly for a partial refund of whatever I could get and they repeatedly say they'll see what they can do. Refunded so far: $0 "

 frustrated too wrote on January 25, 2008 12:43 pm:
" You know, we dont pay much for cable, lol, so whats the big deal when it dosent work right? I only pay 150. a month for my cable and internet. My cable picture is crappy and my internet is slow but I dont deserve anything for having to put up with a picture that might as well be coming right off an antenna connection. "

 Navigator is still NOT FIXED!!! wrote on January 25, 2008 12:59 pm:
" I think the city did all it could and I apperciate their attempt.

The biggest Joke of the whole thing is that the Navigator still does NOT work. I am not as concerned about not getting my deserved beta dollars, but rather just want the DVR to work!! Why does my box lock up for 1 min everytime I add a recording? Why do shows disapear from my recording list? Why is it so complicated to change a recording from TNT to TNT HD (for exmample).... Sigh, why bother. Once their are more over the air HD choices in Lincoln I am leaving TW.

Lincoln Beware: TW is also going to test charging thier customers on internet usage rather than a flat monthly fee. Hopefully Lincoln will not be part of this test after the Navigator debacle. "

 Duh wrote on January 25, 2008 1:15 pm:
" Could it be maybe b/c TWC only cares about looking out for it's shareholders, and not it's customers? Like every other big company, it's never about the customer, only make the stock more valuable. TWC is no different, they do the minimum to get by, just so long as it cuts costs. "

 Becky wrote on January 25, 2008 1:27 pm:
" I'm seeing lots of comments that says Time Warner is not compensating customers for problems, that is not true if you call in with a legitimate concern they are in fact giving compensation.And why isn't anyone complaining that the Gas and Electric companies in Lincoln have no competition.And they raise their rates on a regular basis. "

 CC wrote on January 25, 2008 1:36 pm:
" If the City wants to help, open up the market to another cable provider. They don't have to give refunds, but give the people a chance to choose another provider! With competition, this would be less likely to happen again!!! "

 I have wrote on January 25, 2008 1:38 pm:
" Dish satellite. I live where there is no cable. I have two receivers with HD. I have 110 channels. I pay 44.95 for dish with hd. Each receiver is 5 dollars. I also have my local channels but don't pay for them. I have had this for almost 5 years with only one ten minute off the air time. It has been through severe thunderstorms and ice storms. Two weeks ago during a tornado outbreak about 35 miles away and us with high winds, I watched the weather at 3 a.m. with no downtime. I always knew I was getting the shaft when on cable in lincoln. The cable where I live is 35 dollars w/o the movie channels. Also on dish I get fox sports, both espn+ 1 alt., 3 nfl, and 3 other sports channels+ hockey channel and tennis. So I watch all the football I can take. I get one midwest football channel that carries most of the big 12. The cable co in lincoln had told me that satellite goes off the air when cloudy, what a lie. This is so much better than cable I can't believe it. Now, if everyone wants to stay status quo go ahead and keep subscribing to cable with the hopes it gets better, I will keep my satellite and smile. "

 KrissyK wrote on January 25, 2008 1:45 pm:
" I don't understand why 'everyone' seems to think that the city should do something about this. And don't call up the poor customer service people who have NOTHING to do with this situation and verbally abuse them, PLEASE. "

 Grundle wrote on January 25, 2008 1:48 pm:
" I love the judgmental minority who automatically assume that, just because someone watches TV, they're not spending any time with their families, or being active, or expanding their intellect. It never even occurs to them that maybe, just maybe, they already do those things, and still have time left over for a little television! I love watching shows on NatGeo, Discovery, and the History Channel because I love to learn. The bottom line is that these people are paying for a service, and not getting their money's worth. Would you expect the same judgmental comments if you had overpriced and unreliable electrical service?! "Geez, quit complaining about the electricity and light a candle! Cook over an open fire! Who cares if it's 3 below outside!!!" Here's an idea, instead of spending your time reading this blog only to insult and belittle those people who are only seeking a fair deal from TWC, why don't you step away from the keyboard and read a book, or work out, or play a game with your family. After all, even though I don't know anything about you, it's totally fair to assume you're doing those things already...right? "

 technomom wrote on January 25, 2008 1:54 pm:
" Lets not even go into the reboots! .... In 2006 I called in to ask why the "INFO" was so brief in the new system. Movies are often listed wih little or no detail. There have been a couple of times where the info provided did not identify the shows plot. The cust service rep said they were trying to get the system started and that meant limited info while they worked out the "bugs" but they would be adding more detailed info. I wasn't offered any compensation then and I am upset that this board of fat cats will continue to steal profits from our community. Hello Dish! "

 Theresa wrote on January 25, 2008 2:02 pm:
" You know what tickles me? "...in an attempt to be a better CORPORATE CITIZEN." Someone should tell them they are not a citizen, but their CUSTOMERS are... "

 fix it! wrote on January 25, 2008 2:07 pm:
" I wouldn't have such a sour taste in my mouth about not getting a refund if the Navigator system actually worked. Unfortunatley, we continue to have problems. Down right pathetic! "

 bb wrote on January 25, 2008 2:19 pm:
" Why exactly do we need the cable advisory board for then?! "

 JT wrote on January 25, 2008 2:26 pm:
" Why don't you guys get together and file a class action suit against them? I bet the case would be settled. "

 well becky wrote on January 25, 2008 2:57 pm:
" I'm not complaining that the gas and electric companies are raising my rates simply because when I turn on the gas or flip a light switch the service that I pay for WORKS. TW can't make that claim now can they. I have had dish network for 6 years now. I'm very satisfied with the quality of service I get from them. By the way dish does have the fox sports channels so that bit of info is incorrect. It's time to make the switch people. "

 NOT PAYING THEM wrote on January 25, 2008 3:15 pm:
" Time Warner tried to tell me that I needed to pay them $700 b/c an ex-room mate didn't pay not my problem then they told me that I was going to be sent to collections when the bill was not even in my name. Now I go through Windstream for everything and I love them they are flexiable and VERY friendly every time I have a question.

People change to a different service and let time warner know how we really feel!! ;D "

 What? wrote on January 25, 2008 3:23 pm:
" For crying out loud. You people complain so much about something as insignificant as cable television. If people got this up in arms about real issues, maybe the world wouldn't be so messed up. Here's an idea... try going without cable altogether. Television is a waste of time and you people will always be tools to Time Warner or a dish company. Of course they can keep a monopoly in Lincoln, because cable service is not a necessity and hardly worth challenging. "

 Its Too Bad that.. wrote on January 25, 2008 3:54 pm:
" This blog is being flooded by Dish Salespeople. I can tell by the spelling. I was very happy with the credit I got from TWC for the navigator. Works fine now. I also see complaints here about the Road Runner high speed internet. Have you ever had DSL? It isnt even close. Road Runner blows dsl away..check your computer dude. "

 Dan wrote on January 25, 2008 3:56 pm:
" Please get some competition, maybe then companies won't get away with treating their customers like dirt when theres an alterntive "

 West O wrote on January 25, 2008 4:18 pm:
" In Omaha, west of I-680 there is competition between Cox & Qwest, as well as Dish. An interesting thing happened. If you just want basic, no nonsense cable, 79 channels, Qwest has it for $35 a month or less. Cox is more expensive but you get more channels.
Anyway, vote with your wallet. Its capitalism. You dont have to have cable tv or even a dish. Get an antenna. "

 To Becky wrote on January 25, 2008 5:08 pm:
" Let me assure you that there have been plenty of complaints on LJS about the gas and electric companies raising their rates and not having competition. But you'll find those complaints in articles about the gas/electric company, not in an article about cable.

As for TWC, let's get a class action suit rolling. "

 C wrote on January 25, 2008 5:09 pm:
" I recently dropped TWC and then got a bill for $660 because they said I failed to return my modem and converter box, even though I had a dated receipt from when I returned it. All I can say to those of you dropping service now is make sure you save that receipt, its another way they can try to screw you. "

 Nate wrote on January 25, 2008 7:54 pm:
" I don't have digital cable, but I called TW and canceled my cable TV service today because of how they are treating fellow customers. "

 ron wrote on January 25, 2008 7:58 pm:
" I guess Time Warner and Windstream must run this state. Why do we even have a public service commission or this so called advisory board? Every time these 2 companies take advantage of the citizens of this state the government looks the other way. People write letters, call the PSC and n