Originally Posted by ronross
I received the upgrade letter last week and a phone call to make an installation appointment a few days later. Unfortunately because I am a Signature customer the csr was unable to mail the modem to me and I will need an appointment after all. I guess I should be glad TWC is erring on the side of caution "because Signature set ups in the home are often complex." I had to wait 10 days to get an appointment.
I had the appointment for a new modem that TWC insisted on today. They were very prompt. I had a one hour window from 2-3pm. I got a robocall at 2:05 asking me to reconfirm and the tech arrived ten minutes later. It took him about 20 minutes and several phone calls to get the line working again so maybe installing it myself would not have been a great idea.
When he was finished I did a speed test and found I was still at 100 mbps. I asked him "why?" and he told me the techs and the people they call cannot increase the speed. I would have to call customer service.
So I did while he was here. The first csr, presumably in the Signature group, transferred me to someone who turned out to be in "regular" customer service who couldn't help me. He got on the phone with the tech and after another few minutes yet another csr, back in the Signature group, told me 10024 (UWS Manhattan) wasn't scheduled to have Maxx turned on until 9/12.
At no point in the process (letter, two phone calls to set up modem replacement, tech visit, more phone calls) was I told that upgraded service would not be available immediately. OTOH I did finally get a working remote without having to go to the store but it was like pulling teeth to get it. The installer was very reluctant to go back to his truck to see if he had a remote (it is even possible he wouldn't?) but he came back with one and then reluctantly programmed it.
The whole process took about 45 minutes, most of which was spent on the phone trying to get my phone line and internet access back up along with an explanation of why the upgrade wasn't in effect.
I was told that the modem should spontaneously reboot on 9/12 and I would see the faster speeds without another phone call. We'll see.