Alright, so we made the switch from TimeWarner to U-Verse, and then back to TimeWarner.
Be prepared for a story...Cliffnotes at the bottom.
All the plans below are with the basic home phone plans w/ medium-advanced internet.
With just myself on the U-Verse on the router to test it out, and the rest of the family were still using the TimeWarner service.
By myself, it was great; constant speeds above 15mbps, but never hit 18 (had the 18/1.5 plan).
Upload was 1.2, which was nice, but I rarely upload anything.
The few days that I made everyone use the U-Verse service, it was still pretty nice and speedy.
Though, it would lag every now and then, and their DNS seemed to be a bit slower compared to TimeWarner, but switched to Google's public DNS and things were a bit better, webpages started loading a bit quicker.
We were very ready to switch over to U-Verse, service was alright, the few things that we were hesitant about:
-Housecalls were very pricey, unless the issue was 100% their fault [anything outside of the household, on their property was free], but anything within our household, including their own wiring they installed in the attic, if that failed, we'd be charged a $50 for it JUST to be checked out.
-Caps! This was probably the biggest thing, between five constant devices on all day, and a few on and off here and there, 250GB would've gone by quickly. I called up techsupport about 2 weeks in to discover we'd already used 125GB, and if we were to continue, we would've hit ~200 or so.. Their cap is 250GB, then $25 for every extra 50GB.
The differences for us, was either a 250GB cap w/ pricey housecalls, OR, excellent customer service [techs, and level2 tech support] but with a bit more money for a less 'advertised' speed. Though, with TimeWarner we always end up getting above the advertised speed, so we don't complain.
I decided to give TimeWarner one last chance.
Gave CS a call, got ahold of a woman who was adamant about helping us get another promotion on top of the $10 promotion we had ($52 to $42) as she agreed that we'd been with them for a long time (since '05). Put me on hold to speak with the supervisor.
Them not having a hold 'song', I didn't even know she had accidently hung up on me.
She called back, and was very, very, very, VERY, apologetic (hey, if I had a customer on the line who said they had just installed U-Verse, and wanted to cancel service but wanted to see at a last promotional price to stick around and hung up on them, I'd be pretty scared too!) and after speaking to her supervisor, got us down to $29.99 (our original promotional price, about 1-2 years ago.) and that our bill would be updated during the 9:00PM refresh that night.
This hit the spot for us, and I thanked her a ton.
Calling back, maybe, a day later to ask about the length of said promotional pricing and whatnot, I received the retention department (I pressed for customer service, oh well, I figured it was updated and noted in the account).
Boy, what a bunch of d-bags.
These guys (in Culver City) are seriously... I can't even find the right word.
After asking the rep (Nellie? Nelli? Nelly?) about the promotional price, she began telling me that she had believed I had fostered up a nice little story in hopes of getting a better deal. How she doesn't even know how they are able to apply new promotional prices at CS level, and how they do not even have a $29.99 deal/price. I began from step one, how we'd been with them for quite a while, and that we'd have this price plenty of times, and that I have logs on my phone saying we had spoke the day before. I told her I was interested in removing TW service if I was unable to reach a new promotional price with TW, and end up with U-Verse.
Here comes another rant, she began 'lecturing' me on how U-Verse was far inferior to TW, and began throwing out false numbers about prices, 'small text' and actual details. She had even said the housecall would be $120 as opposed to the $50 I had told her [The $50 was even on U-Verse's website, somewhere. I cannot find it anymore]. Here came the yelling. She repeated how the 10/1 is a guaranteed speed, U-Verse wasn't. How TW had better CS than U-Verse (what?), and a bunch of other stuff I didn't even end up listening to. I told her, that her script was incorrect, that she please research into this a bit more before trashing other companies on different pricing, and that I immediately be upped to her manager/supervisor. She muttered 'like you'd know', seeming like she'd just transfer me to her buddy across the cubicle from her.. I don't even know.
The manager I spoke to calmly talked to me (which I am thankful for, by this time I had a headache dealing with all this crap), and told me that the $29.99 pricing would be incorrect.
Alright, that's fine. Let's do one thing, I asked him to check my account to check for past calls. He notes that I did in fact call in the day before, and the notes in that call were signed off by the supervisor, but he was unable to view such notes. I had a feeling this was a bowl of poo, so I asked him to review the recordings, and that I would gladly hold while he did so; afterall, they were there for customer satisfaction, right? He puts me on hold. About 7 minutes later, he returns and says that he is unable to access such recordings. (Uhm... okay.) I asked for his name, past rep's name, department name, number, and the head corporate's number, and notified him that I would be filing a complaint. Whether it may be for him, or the girl before me, I would file one. Grudgingly replied with info, and noted that there was only one retention department, in Culver City. Gave me corporate's number, and I did end up filing a complaint, a few days ago, just for representative misconduct.
Anyways, to continue this unnecessary life-story, I say "Thank you, good bye", and call maybe two, three days later, and get retention again. I asked to be transferred directly to Customer Care, and was directed right away. Talked to the supervisor there (didn't even bother with Level1 at this point), and asked her what the balance on the bill was. Sure enough, $29.99 for one year. (Finally, took all of one minute). Asked her to view notes, and when that bill had been updated, and it was updated two-three days ago, the night right after I hung up with the apologetic-lady. Also noted notes had been entered the same time. At this point, I'm in a good mood, and I quit while I was ahead.
Maybe ten minutes later, I get the realization (hey, why don't I switch into TimeWarner's phone&internet plan, it's bound to be cheaper!
Talked to a very pleasant guy, very courteous and all, and was very patient as I spoke it over with the family.
After putting him on hold, frequently, and asking questions here and there, I might as well give him the commission and order right then, as opposed to thinking about it and then calling again and possibly dealing with a lunatic.
He asked for the home phone number's account number from our phone provider, and as I was giving it to him, my phone died.
Great, now I feel bad!
I decided to wait maybe an hour for him to call back, and on the 30 minute mark, his call came in.
This time, I was apologetic to him!
Anyways, we ordered TimeWarner's basic phone package (I was told basic was unlimited outgoing and incoming calls to Canada, US, Puerto Rico, Guam, and a few other places... weird) plus the 'Standard' internet, which was 10/1.
All together, it would be $54.98, $30 for internet, $25 for phone.
Perfect, $10 cheaper than AT&T U-Verse, and $20 cheaper than our deal before U-Verse.
TimeWarner guys come out Monday morning, and after forgetting to write a note for my brother to provide the tech with our details, my brother ended up doing basic things, and having our phone base station moved to his room. (Worst room, thickest walls on planet earth, no reception in half of the house, great).
Called TimeWarner as soon as I got home, scheduled up another appointment, and have a guy coming out tomorrow (scheduled on Monday).
Also called prior to the appointment to find out why our home phones were showing up as restricted, tech on the line was very friendly, patient, and helped us out right away, and answered any questions I had.
Overall, I am VERY pleased with TimeWarner, and will be sticking with them afterall...
Who knows, maybe another 7 years?
TimeWarner has 10/1, but realistically, many of my neighbors are using AT&T Triple-Pak for TV, Internet, Phone so that gets them off our TW cable, or they are just too elderly to use the internet hard, so we get a lot of bandwidth.
Checking as of now, I am getting a solid 28.3/.65 speeds on SpeedTest, averaged out between five consecutive tests.
And we're paying for 10/1... Pretty sweet!Cliffnotes:
-Switched to U-Verse to test it out, phone and internet.
-Called TimeWarner for one last chance to come back into the equation, they matched it.
-Unhappy experience with retention on second call to verify.
-TimeWarner rep comes out and does his thing.
-TimeWarner rep coming back out, to 'activate' wall sockets for our telephone lines.
-Faster speeds, and lets us use our own router.
-Cancelling U-Verse for a full refund as we are within the 30day grace period aka, trial period.
Overall, it wasn't much of a performance issue.
It's hard to compared TW w/ U-Verse as TW can be a bit tricky.
Very, very often we will get speed well above 15mbps (never hit 50 yet!), but also frequently will get speed of around 5mbps when the internet is getting hounded.
TW also seems to have a better CS, their Level2 is incredibly friendly. However, retention dept. is a handful.
Same goes for AT&T.