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TWC Consumer Input Thread - Page 3

post #61 of 685
Quote:
Originally Posted by Mhorn View Post

The biggest feature I missed in going from E* to TW as far as the program guide was the ability to customize the channels in my grid. There are channels that I have never watched and never will watch, and I wish I could exclude them when looking at the guide. Also being able to customize the organization of the channels would be nice. I understand that TW can't always group the channels in a logical fashion, because it would irritate those who have memorized the channel numbers or they belong in different tiers, but it would be nice to allow the users to customize their display of the grids.

Here in LA TWC is getting set to regroup all the channels into their perception of logical. I have some issues but overall it's better than the randomness we have now. Maybe if it works here it will roll out more?? I thought we were catching up with the rest of TWC??
post #62 of 685
Quote:
Originally Posted by DeathRay View Post

not on my TW SA SARA box.

ah yes, sorry, I just noticed. This is one of the problems with the current TWC software. Too many versions, too many differences between those versions. It needs to be one version everywhere. The fact it still isn't after all this time gives me little optimism or enthusiasm for whatever new products are announced by TWC. Will I see them? Will I see them a year after someone else? Will I ever see them? Same applies to programming.

Passport goes back to wherever you left off.
post #63 of 685
Quote:
Originally Posted by posg View Post

3) Eliminate all of the pay channel multicasts. "On Demand" more or less makes them obsolete.

or convert those channels to separate MOD servers so that I don't keep receiving timeout messages while in the middle of watching a paid movie on a busy Saturday night, because of "over demand" on the servers.

Even better, offer a widescreen MOD channel (or two) with 16:9 versions (at least) of all the movies on demand instead of just 3 or 4. If I'm going to pay the price of a DVD rental I should at least get the full picture.
post #64 of 685
Quote:
Originally Posted by VisionOn View Post

or convert those channels to separate MOD servers so that I don't keep receiving timeout messages while in the middle of watching a paid movie on a busy Saturday night, because of "over demand" on the servers.

Even better, offer a widescreen MOD channel (or two) with 16:9 versions (at least) of all the movies on demand instead of just 3 or 4. If I'm going to pay the price of a DVD rental I should at least get the full picture.

Yes, but make the widescreen on demand channels carry anamorphic widescreen. If I'm viewing a widescreen movie through a cablebox that handles widescreen video on my widescreen tv, I shouldn't have to fiddle with the tv's zoom settings in order to have it fill the tv screen.
-JMP
post #65 of 685
Actually, there is is one feature that I'd really like --

I have particular favorite channels, and when I am paging through the guide, I'd like to quickly just scan future programming on my favorite channel. Say I'm on HBO (ch. 701), highlighting a particular program and time slot, I'd like to be able to press the "B" or "C" button and have the view switch to a full screen listing starting at this particular date and time where I can arrow up and down though all of the programs (of ALL dates and times) that the guide knows about.

Something like this:

Ch. 701 - HBO-HD:
Tuesday October 9th:
11AM - The Sopranos
12PM - Entourage
1PM - The Wire
2PM - Rome
3PM - Lucky Louie
4PM - Big Love
.... etc.

Wednesday October 10th:
11AM --

... etc.

And then I'd be able to arrow up or down and click on any show that I want to record (or cancel a future recording of).

The problem now is that it takes too much scrolling through pages and pages to look at the shows on my favorite channels.

Also, I'd REALLY like to be able to hide some channels from the guide that I never watch!


Then I'd be able to click on any of the programs that I want to record.
post #66 of 685
Quote:
Originally Posted by DianaTWCSC View Post

Question 1 - Interactive Program Guide -

What do you like about guides you have experienced? What do you hate? Describe aspects or functionality that would be part of your perfect IPG?

Let me add to the chorus of wanting a more Tivo-like guide experience. I want to be able to select a show in the guide and see a list of all upcoming episodes of that show.

I want the DVR to know that if I'm recording 2 other shows on Sunday night, that the HBO show that it isn't recording is the same episode that'll be rerun on Tuesday, Thursday, and Saturday nights, so there are ample opportunities to get it. (Tivo does this automatically, while my SA8300 has to be told that the repeat airings are encores rather than reruns.)

I want sports events in the guide to tell me the teams. During the baseball season, if I go to the Extra Innings package channels in the guide, every channel simply says MLB Baseball. Perhaps something a bit more descriptive would be helpful. And if I could set parental controls such that my child can't watch any game that uses a designated hitter, that would be a bonus. I don't want him exposed to such subversive concepts. (I'm kidding on that last point.)
-JMP
post #67 of 685
Quote:
Originally Posted by DianaTWCSC View Post

Question 2 - HD - NOT PROGRAMMING

Any ideas of how you want to consume your HD from a cable operator?

A DVR that functions as smoothly as a Tivo would be a big improvement. I feel like I'm always waiting around for the SA8300HD. Especially if I try to pause or backup while watching something live, the DVR gives me a grey screen for a half second while it figures out what to do. If I'm watching something live on my Tivo and hit pause, it just pauses. Even when watching recorded content, there's a notable lag between when I ask it to do something and when it does it. I probably wouldn't mind it quite so much if I hadn't gotten used to the Tivo first, but since I did, I know that it isn't impossible to build a DVR with more instant responsiveness.

eSATA support is also a real must if TWC is going to choose the capacity on our DVRs, but the use of an external drive shouldn't eliminate the ability to buffer live shows, as currently happens with the SA8300HD.

Another feature that would be useful, especially given the failure rate of the 8300, would be a way to export one's subscription lists and move them to a new DVR. I've had my SA8300HD replaced 4 times, and every single time it happens, I need to write down the list of shows then recreate all of my series subscriptions. There's got to be a better way. (Perhaps allowing the DVR to dump the data to a memory key via the USB port it has? We're not really talking about a huge amount of data, it's just annoying with the interface, especially if you're trying to recreate a subscription to a show that's on hiatus.)

What I'd really love, although it might be impractical, would be for TWC's cablecard support to improve so that those of us who are willing to pay for such a device could just get a Tivo series 3. I would go out and get one today, but I fear that it'll stop working for the channels I really want as soon as SDV comes to my area...
-JMP
post #68 of 685
Quote:
Originally Posted by posg View Post

Diane,

1) I would like the option of adjusting the gray side bars on 4:3 SD content on the SA8300 several steps from lite gray to black.

2) Dump Music Choice for XM or Sirius.

5) An "HD-only" service option.

Congrats on your move.

Diana, I like 1, 2 & 5 of his ideas. Just to go deeper into it:

I also dislike gray sidebars and many radio stations across the country have transitioned to Digital Radio and it would be nice if these signals could be routed to the STB in addition to Music Choice. Most of us already have our STB hooked up to a receiver.

I know TWC is all about innovation, now that's innovation.
post #69 of 685
Quote:
Originally Posted by DianaTWCSC View Post

Question 1 - Interactive Program Guide -

What do you like about guides you have experienced? What do you hate? Describe aspects or functionality that would be part of your perfect IPG?

Thanks for asking. My perfect ipg would take yours, add color coded shows. Add the ability to choose a custom channel list in the guide. At least add a fuction to only see the channels that you subscribe to. The rest would just be polishing the looks.

I was one of the early ones given the new navigator. I'll tell you that it is functionally solid. My wife will tell you that it looks like a joke. She doesn't care about function and it is clearly less pleasing to look at than the OSD on the SA8300hd which is our other converter. Polish the lines and borders , polish the font, maybe give us a choice of colors- and you'll have something to work with. The new way to find HD programming is a nice add on. You should really think of expanding your HD linup though. I don't think any new stations (free ones) have been added in a couple of years now.

Anyway thanks again for inviting us to comment.

P.S.

I did post my comments on your website, and I actually recieve a phone call asking more about my comments. Very cool that you guys care.
post #70 of 685
Quote:
Originally Posted by davehancock View Post

Mark, while I agree with you regarding the need to keep things at full resolution I wonder if TW in your area has really resorted to rate shaping (beyond what they normally receive). Lots of stations have been adding subchannels & I suspect that if TW is receiving these stations OTA that what you are seeing is the reduction in PQ taking place there. One key is how many channels are they putting on a single QAM channel. If they are putting 2 (plus a couple of SD channels) they are not doing anything to limit bit rate. If they have put 3 HD channels there (or a lot more SD channels) then they are.

SDV is pretty independent of rate shaping (grooming). Hopefully, the use of SDV will minimize the need for grooming - but they certainly could use grooming AND SDV.

Dave, thx for trying to help. I get my HD via TWC, OTA, and E*. I'm fully aware of the implications of OTA multicasting, DSS recompression, and rate shaping (I also used to be an ISF calibrator...like you). I've tracked TWC's rate shaping (their latest breakdown seems to be 3 1080i per QAM256 or 2 720p + 4 480i per QAM256 here). I just want confirmation that SDV means the end of rate shaping (in theory, both could be employed simultaneously).

Cable Rate Shaping (QAM256)
post #71 of 685
Quote:
Originally Posted by joe221 View Post

Here in LA TWC is getting set to regroup all the channels into their perception of logical. I have some issues but overall it's better than the randomness we have now. Maybe if it works here it will roll out more?? I thought we were catching up with the rest of TWC??

After the upgrades coming up, TWC LA will be ahead of most all other areas. One of the reasons the channel guide is changing is because of the comcast and adelphia acquisitions. The Motorola STBs don't support 4 digit channel numbers like the SAs do
post #72 of 685
Hi Diana, thanks for posting here! I'll respond to your questions then pass along my comments.

Question 1: Programming Guide. This is a very open question so I'll narrow it to the 2 issues I have with the current one:
a) Page+ on the Remote is below Page-, yet the top button (-) pages down and the bottom button up... confusing.

b) If you use the remote's arrows (in SD, not HD) to pass over channels every 5th press puts you over an ad - show me ads if you must (though I'd like that gone frankly), but please don't put them in my way when I'm trying to move to a channel, that's enough to get me to stop using the Guide altogether. For the time being I've done just that - tv.yahoo.com/grid on my cell phone does a much better job for me. I use the Favorite Channels feature so I only have the 30 or so channels I actually watch listed.

c) That Favorite Channels functionality would be a good idea.

d) Speed of the Guide would help - if the box were smart enough to download and cache the page or 2 above and below the page you're on so they appear instantly, it would make the guide more useful. Speedy scrolling from channel 2 to say 80 would help too - I leave implementing that well to you, though if you'd like comments that specific just ask, I'm a UI Developer by trade.

Question 2: HD implementation (not programming):
Put it all in the clear - nothing scrambled. I've recently learned that when my service switches over from Adelphia channels to TWC, I'll lose Discovery HD so I can no longer pick it up "in the clear" on my QAM tuner on my PC. That's really disappointing. If I'm paying for it, I want it in the clear.

And now my comments:
I'll leave the long list of stories of confusion by TWC employees aside for now, but I must say, you've got to improve the knowledge of TWC employees there - it's making a real mess. I recommend putting together a short 5 or 10 question quiz and passing it on to a few people from each group in the company - some of the cable installers, some of the Customer Service Reps, some of the people at the Office of the President... . Ask things like:
"Is Analog Cable available via TWC?"
"List actions the customer may take to disconnect their cable:"
"List all HD channels on TWC:"
"What TWC phone number can a customer with a cell phone whose area code is outside Southern California call with questions or problems with service?"

Note to them this one will be graded to understand how well information has spread in TWC (answer: poorly), not to evaluate them. Then try to better inform everyone in the problem areas you identify, and possibly quiz again to see how it went.

As a clue to why I picked those questions, I was erroneously informed that Analog isn't available via TWC (it is) and that disconnecting my cable box ends my service. It doesn't, of course. I wanted to suggest to this high-ranking employee that a power outtage or cable box crash would inadvertently disconnect cable service for that customer if that were true - but chose to quietly let them believe whatever they wanted. You however should not let them do that ;o)

As for the phone number problem, I've received 10 answers to this question. All of them are incorrect and get me hung up on by a recording, except one which redirects me erroneously to Charter Cable. I wonder how many potential customers are being sent away because of this.
post #73 of 685
Crashdumy you have Navigator.What recording options are on it compared to sara and passport.Is manual recording still available?Looks aside how would you compare it to sara & passport.Are there any new features on Navigator that sara lacks?Thanks for any imput.
post #74 of 685
Quote:
Originally Posted by jmp_nyc View Post

Yes, but make the widescreen on demand channels carry anamorphic widescreen. If I'm viewing a widescreen movie through a cablebox that handles widescreen video on my widescreen tv, I shouldn't have to fiddle with the tv's zoom settings in order to have it fill the tv screen.
-JMP

that would be a perfect world, but ...

I'd see it as an improvement if 100% of movies were offered in widescreen not whatever TW feels like showing that week. It's totally inconsistent.
post #75 of 685
Does the new Mystro Navigator have both title and keyword search?I noticed on the Nebraska TWC site it states it has keyboard serch if you know the title.Does it also let you enter keywords.For example if i enter John Wayne will it show me all John Wayne movies available.If i enter London will it show me all shows that are about London.Both passprt and Tivo have this feature.To be equal to them Navigator must also have it.But does it?
post #76 of 685
Quote:
Originally Posted by DianaTWCSC View Post

Question 1 - Interactive Program Guide -

What do you like about guides you have experienced? What do you hate? Describe aspects or functionality that would be part of your perfect IPG?

1) Id like the ability to determine what channels appear in the guide so I can remove stuff Im not interested in seeing ever.

2) Id also like a 'favorites' guide to be able to directly see whats on my favorite channels.

3) Id like an 'HD' indicator on the program in the guide to indicate HD programming.
post #77 of 685
Quote:
Originally Posted by Crazywoody View Post

Crashdumy you have Navigator.What recording options are on it compared to sara and passport.Is manual recording still available?Looks aside how would you compare it to sara & passport.Are there any new features on Navigator that sara lacks?Thanks for any imput.

They didn't update my DVR box yet. They told me maybe a month, could be a year for all I know. So I can't offer better or worse for the DVR functions.

Overall I say its a small step down from passport. A huge step down in appearance (which hopefully is being worked on). A small side step forward in menu access. It depends on how much you liked the old menus. If you weren't partial to them then you'll probably like the new layout. It seem to me that they are making the menus more similar to the on demand menus. If you used the theme in the IPG then you might like this better because they make it easier to find SPORTS, HDTV, NEWS and WEATHER. Easier to find ON Demand programming. They give you easy options for FREE, PREMIUM, and MOVIES on demand.

I can tell you that it has an alphabetical list of programs under "find" (not search anymore) and a keyboard input for title. I'll try keyword and let you know if it works beyond titles (when I get home tonight).

As I'm beginnig to understand that I was one of not so many who were given the Navigator, I don't mind answering questions. Its kind of hard to describe it perfectly but I'll try. Threads like this one should offer us a lot of encouragement that our concerns will be taken seriously. I have a new respect for Time Warner lately.
post #78 of 685
I have two issues:

1) I wish that the guide data updated more frequently, especiall in regards to sporting events. Some games are postponed and rescheduled for the next day and it is difficult to schedule a recording because a 4 hour block may involve 6+ shows that are being pre-empted, and if do you schedule to record all 6+ shows, then the guide maybe updated only a few minutes before gametime and the scheduled recording is then lost.

1b) It would be great if there was a better connect between when a sporting event actually ended and what is shown on the guide data. In a perfect world you would not have to record an extra hour just in case a game goes to overtime. Also, ESPN on college football staturdays does not have programming that begins and ends exactly on time. It's programming is bumped depending on if a previously broadcasted game ends early or late. So for example, if I want to record "College Gameday Final" then I also have to record the episode of Sportscenter before and the episode of Sportscenter after.

2) Audio. I wish that TW could fix the problem with the difference in volume between digital/analog channels and the HD channels. Everyone who watches TV at my house has commented on this. Furthermore, I wish all audio on the HD channels was 5.1 sound, or was upconverted (for lack of a better term) to 5.1 sound. I have a digital audio receiver that makes a "click" noise everytime the audio output changes so I am keenly aware of how different HD channels vary in their audio output, both during their programs and commercials.
post #79 of 685
USCsuperfan, I agree with you on suggestion 1 but disagree on 2. 2 is a case of solving a problem in the wrong place - you need to fix your speaker system. Consider getting a Harmony remote (~$50) and setting up a macro that mutes and unmutes the sound when changing channels. It's better for protecting your speaker system anyway. Or - get a better receiver that does this automatically.

I prefer the input to be distinct so that my system can react to the different kind of input - you can have your speakers act differently for stereo or genuine 5.1 that way. And for anyone with a DVR, faking all stereo to 5.1 sound would cause recorded stereo programs to take up a lot of unnecessary space.
post #80 of 685
Quote:
Originally Posted by SoopahMan View Post

USCsuperfan, I agree with you on suggestion 1 but disagree on 2. 2 is a case of solving a problem in the wrong place - you need to fix your speaker system. Consider getting a Harmony remote (~$50) and setting up a macro that mutes and unmutes the sound when changing channels. It's better for protecting your speaker system anyway. Or - get a better receiver that does this automatically.

I prefer the input to be distinct so that my system can react to the different kind of input - you can have your speakers act differently for stereo or genuine 5.1 that way. And for anyone with a DVR, faking all stereo to 5.1 sound would cause recorded stereo programs to take up a lot of unnecessary space.

If I didn't have a receiver the problem would still be there for the TV speakers. So everyone who wants HD should have to buy an expenisve remote then? IMO, the volume of the audio output should not have to be an end-user problem to fix.

Furthermore, while DVR space is at a premium, I would still like all HD programming in 5.1 sound.
post #81 of 685
Quote:
Originally Posted by DianaTWCSC View Post

Question 1 - Interactive Program Guide -

What do you like about guides you have experienced? What do you hate? Describe aspects or functionality that would be part of your perfect IPG?

I would like to see every time that show is coming on again in the future.
post #82 of 685
Quote:
Originally Posted by DianaTWCSC View Post

Question 2 - HD - NOT PROGRAMMING

Any ideas of how you want to consume your HD from a cable operator?

As much as possible, and make sure they do not compress the bandwidth.
post #83 of 685
Quote:
Originally Posted by USCsuperfan View Post

If I didn't have a receiver the problem would still be there for the TV speakers. So everyone who wants HD should have to buy an expenisve remote then? IMO, the volume of the audio output should not have to be an end-user problem to fix.

No, you would have to buy a receiver that doesn't click when you change from 5.1 to stereo. My speakers for example do not click when changing channels (regardless of 5.1 or stereo). The problem is with your receiver, not the signal, so you're trying to solve this problem in the wrong place. You specifically can avoid replacing your receiver (expensive) by using a remote (cheap). Or, you can buy a better receiver (can be expensive).

Quote:
Originally Posted by USCsuperfan View Post

Furthermore, while DVR space is at a premium, I would still like all HD programming in 5.1 sound.

Me too - if the original programming was recorded in 5.1. If it's not, upconverting it adds no value, it simply reduces your options for playing it, and wastes hard drive space recording it. It's important to understand that upconverting from stereo to 5.1 simply fakes the back channels and center channel - you don't get things that happened behind the camera playing on the back speakers. "Upconverting to 5.1" is a little misleading; "Faking 5.1" is a more accurate term.
post #84 of 685
I know the "click" was mentioned, but I believe the main request was that audio "volume" levels be closer across the board, like it is with analog channels. I can go from FOX (low) to CBS (high) and get blown out of the room, especially if I have my volume set pretty high for FOX in the first place, just ask the neighbors. Conversely, if I go from CBS to FOX, I have to reach for the remote to turn the volume up. The station can also go from SD commercials to HD programming and the volume levels vary a lot more than on the analog channel.

This has been a complaint since almost day one and I've seen technical reasons behind it, but no solution. At least one station here (NBC) is using a piece of equipment to smooth out the commercial differences, but that doesn't help from one channel to the next.
post #85 of 685
Quote:
Originally Posted by crashdumy View Post

I can tell you that it has an alphabetical list of programs under "find" (not search anymore) and a keyboard input for title. I'll try keyword and let you know if it works beyond titles (when I get home tonight).

crazywoody -
Sorry, I tried for ya. Unfortunately my "find" is working. Maybe I found my first bug in the Navigator. When you go to find, it loads a list of everything in the program guide and displays it alphabetically. This takes 10-15 seconds. Then there are 3 options on the horizontal selector along the bottom - title, category, rating. The best I can tell you is that those are there. When I tried tonight it would not load a list. With no programs in the list I could not search for anything not even title. Maybe I can update soon.

Who searches for a program by rating anyway?
post #86 of 685
Quote:
Originally Posted by SoopahMan View Post

... The problem is with your receiver, ...

Using the SA8300HD with an AVR, I don't any problem with clicking or volume disparities. On the other hand, if these problems that some people have can be fixed by having the cable box provide DD 5.1 output for all channels, as an option, that would obviously be a useful feature.

Quote:


Me too - if the original programming was recorded in 5.1. If it's not, upconverting it adds no value, it simply reduces your options for playing it, and wastes hard drive space recording it. It's important to understand that upconverting from stereo to 5.1 simply fakes the back channels and center channel - you don't get things that happened behind the camera playing on the back speakers. "Upconverting to 5.1" is a little misleading; "Faking 5.1" is a more accurate term.

If upconverting fixes the clicking, it does add value. If it's made an option, it does not reduce options. I don't see any reason for recording an upconverted signal on the hard drive, so there is no need to waste hard drive space. And Dolby stereo does record information about which sounds are to come from the center and side surrounds.
post #87 of 685
Good point Greg and that's a good solution. The original question was about how the HD signal should come down the pipe - and that's not how the 5.1/stereo issue should be solved. But solving it as an option on the box is a good option to have, if Time Warner can control that.
post #88 of 685
Some great ideas being put forward here.

I'm out in SoCal and like Joe, transitioning from Adelphia. TW seems to be handling the whole transition thing pretty well, but I'm frankly confused as to the TV side of things:

1) Transition website (twcusoon.com) states that I can retain my current Adelphia selection and pricing package. Literature received in the mail today (which incidentally, was dated September 17 with a return address about 15 miles from here!) states that "The following packages will no longer be offered" and goes on to list the various Adelphia packages like bronze, silver etc., the inference being that I have to switch to a TW package. Which is correct?

2) Channel lineup online shows either Adelphia tier structure or TW tier structure, depending on whether I choose when I first got cable service as before or after September 18, 2006. Literature received today (see above) only shows the channels listed by their Adelphia "tiers". Again, what's the story?

3) Why no info on DVR equipment rental costs anywhere? All it says is "equipment extra". I don't have any DVRs at the moment, but would possibly be interested in 2 if I had the facts on costs to hand.

4) Do "transitionees" (if that isnt a word, it ought to be!) qualify for any TW new customer discounts? Reports on some forums indicate that this is the case.

5) Questions and Requests for info submitted via the twcusoon site get an auto-acknowledge and generally nothing else.

Don't get me wrong, this is not a shot at TW. I've been impressed by the efforts they're going to to make this work smoothly. And it IS a massive task. However, there's no excuse for lack of or conflicting information.
post #89 of 685
Quote:
Originally Posted by SoopahMan View Post



Question 2: HD implementation (not programming):
Put it all in the clear - nothing scrambled. I've recently learned that when my service switches over from Adelphia channels to TWC, I'll lose Discovery HD so I can no longer pick it up "in the clear" on my QAM tuner on my PC. That's really disappointing. If I'm paying for it, I want it in the clear.

And now my comments:
I'll leave the long list of stories of confusion by TWC employees aside for now, but I must say, you've got to improve the knowledge of TWC employees there - it's making a real mess. I recommend putting together a short 5 or 10 question quiz and passing it on to a few people from each group in the company - some of the cable installers, some of the Customer Service Reps, some of the people at the Office of the President... . Ask things like:
"Is Analog Cable available via TWC?"
"List actions the customer may take to disconnect their cable:"
"List all HD channels on TWC:"
"What TWC phone number can a customer with a cell phone whose area code is outside Southern California call with questions or problems with service?"

Note to them this one will be graded to understand how well information has spread in TWC (answer: poorly), not to evaluate them. Then try to better inform everyone in the problem areas you identify, and possibly quiz again to see how it went.

As a clue to why I picked those questions, I was erroneously informed that Analog isn't available via TWC (it is) and that disconnecting my cable box ends my service. It doesn't, of course. I wanted to suggest to this high-ranking employee that a power outtage or cable box crash would inadvertently disconnect cable service for that customer if that were true - but chose to quietly let them believe whatever they wanted. You however should not let them do that ;o)

As for the phone number problem, I've received 10 answers to this question. All of them are incorrect and get me hung up on by a recording, except one which redirects me erroneously to Charter Cable. I wonder how many potential customers are being sent away because of this.


Diana,
Thanks so much for creating this thread. The TWC email response "form letters" really are a waste of time for useful communication.

1. More HD Channels with full Bandwidth. Here in the Raleigh NC area the infrastructure is fiber so I would hope bandwidth issues would not be a huge issue. Other providers now have almost 30 HD channels. TWC is far behind.

2. Agree on more technical training and or experience for support staff. They need to understand HDMI, IEEE1394, SATA etc. so that they can adequately address issues with these interfaces, the TWC STB and the Display/TV. Establish some/better testing of these interfaces with Displays/TVs. Build a database of common problems and fixes, that could be accessed via the Web by your customer base.

3. Clairfy your billing. Most people have no chance of ever clearly understanding it, especially when they make equipment or service changes. Support does a better job, but at times it takes them a while to understand how to resolve billing issues.

4. Improve the Guide. Make it faster designed for 16:9. Improve the search. Add menu driven options instead of a text based only search. Example, Menu ==> Search ==> Category ==> Sports ==> Football ==> Results returned. Filters that could limit by Date, Team etc would also be great.

Thanks again for taking the time to solicit our input!
post #90 of 685
Quote:
Originally Posted by justpassinthru View Post

3. Clairfy your billing. Most people have no chance of ever clearly understanding it, especially when they make equipment or service changes. Support does a better job, but at times it takes them a while to understand how to resolve billing issues.

I agree 100%. I have been accused on multiple occasions as being a TWC apologist, which perhaps I am, but the billing is atrocious. I have had problems getting overbilled, getting conflicting information, and just trying to understand the billing is a nightmare. There always seems to be an undisclosed charge whenever services are changed and added. And it's obvious that level one customer support doesn't understand it.

Example: Getting charged for "Premium On Demand" when Digipic 2000 is subscribed to. The billing system shouldn't even allow it, or a least force the CSR to override a warning.
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