News and Tribune

Business/Money

July 31, 2013

Transition from Insight to Time Warner rocky for some

Customers still reporting problems after service switch

> SOUTHERN INDIANA — The transition from Insight to Time Warner happened more than a month ago, but some Southern Indiana residents are still complaining of spotty service and difficulties making phone calls.

While watching cable TV and making phone calls may be down the list of necessities, for some it can be much more important than a minor frustration. Some local residents say they are still experiencing issues since the switch from Insight  Communications Co. services to Time Warner Cable services.

New Albany resident Patricia Washington said because of health issues she uses a life alert system, which is tied to her telephone line. But when the phones are down, the life alert button that hangs around her neck and can be pressed in case of an emergency blinks and does not connect to the telephone.

“My machine is totally not working,” she said.

While Washington admitted she would have an occasional issue with Insight, she would call and have a customer service crew come out and repair the issue. She said she has called Time Warner several times when the problems pop up, but a technician has yet to visit her home to help with the issues she is having.

And she is getting frustrated having to call repeatedly when the life line system is blinking to notify her there is an issue with the phone connection.

“I’m at the point that I don’t know what to do,” Washington said. “This is just really annoying and I’d hate to call another phone company just to have a phone. They broke something that wasn’t broken. I would like to see improvement on service. Usually, when one company buys another company you get an improvement. Right now, I don’t feel like it’s better,” she said.

SO YOU KNOW

• Customers can visit http://www.twcwelcome.com or call 1-866-857-7024 if the have any questions or concerns. A list of frequently asked questions about service or the transition is also available at the website listed above

 

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