Posted by DR.K


on 6/12/15 at 6:43AM

We went to exchange our modem for a new one at the Rotterdam, NY office. First off, the individual who set this up prior to our visit did not let us know that we needed to bring back both the old modem and the router. Then person who gave us the new modem provided us with the wrong cable for the phone and printed copy of directions that contained inaccurate information about number of lights that would be lit when the modem was connected. After spending a good 30 minutes, I had to contact the office because the SSID number on the bottom of the modem was not displayng itself on our computers so we could connect with the wifi. To further confuse matters it also had the wrong SSID code listed even though the number on the modem matched that of the paper. Had to spend 1 and half hours on the phone so a tech assistant could establish the correct SSID connection for the wifi. Then had to speak to another person to connect our phone, she too needed the new SSID number. For what customers pay time warner for monthly fees, the time it took to rectify the situation was ridiculous. I am not happy with the cost and the time it took to problem solve. Although the actual people were quite helpful and nice, the problem remains that the company itself has some major issues with tracking local SSID numbers and modems. I am also very unhappy that a person cannot call the local office and speak to a manager about these concerns. I think it may be time to change providers. I