[TriLUG] OT: Time Warner Biz Class Mayhem

[Brian]

On 2/25/2014 9:31 AM, Bill Farrow wrote:
> TWCBC (business class)
> is much better in terms of customer service and response times.

It's a relative measure, and it's gradually degrading.  I've had TWCBC 
at my home for 4 years or so; early on, a call to customer service went 
right to a nearby human being who could roll a truck the same day if 
necessary.  These days, a computer answers and asks if I am "able to 
connect to the internet," then offers to connect me to "someone who can 
help me with my modem."  Then it's to an offshore call-center (if the 
accents are a reliable indicator).  To the call-center's credit, they do 
seem reasonably competent; when I tell them "I'm seeing 30% packet 
loss," they know what I mean and can run relevant tests to corroborate 
my claims.  But then it's next week before a truck can arrive...

I wonder how the Comcast merger will affect things.  I can't imagine 
it'll be positive.
~B