TWC to start white-glove Signature Home service

[scott]

It's supposedly white-glove customer service that revolves around specially trained techs. It's for the company's high-end customers (the ones who spend a lot of many).

But he said a key part of the service revolves around specially trained installation technicians, who provide a more personalized, high-touch experience for new customers. "You can create clues about that when they arrive -- and it's not because they wear white booties," Howe said.

The installation component of SignatureHome is designed to fix a concern of new cable customers: the perception that installers don't know what services they ordered. "We will have the installer go through the home and put Post-It notes on where things will go," Howe said. "They will say, ‘Hey, you said Emily's room will get a DVR, too.'"

Added Howe, "It's not enough to give you a guarantee that if we mess up you get the first month free. That's old."

According to Time Warner Cable's June 2010 trademark filing for the term, SignatureHome may have a "TV Everywhere" element to it. The application covers "downloadable television programs... delivered via a telecommunications network, including using broadband devices and wireless devices," among other things including home and network-based digital video recorders.

But one of the more interesting parts of the article is unrelated to that:

Time Warner Cable expects to introduce a new video package within the next 60 days geared to low-income households. Howe noted that over the past year, some consumers who switched to cable during the 2009 digital TV transition are going back to over the air.

A middle-ground between the basic $10 or so package and the digital package perhaps?

www.multichannel.com/article/459121-OnScreen_Media_Summit_Time_Warner_Cable_To_Debut_SignatureHome_Package_Next_Month.php

[BenJF3]

Signature Home is currently available in Charlotte - this should bring you an advanced Triple Play with Whole Home DVR, Digital Phone and 50Mbps Roadrunner with concierge service. I'm really waiting on the whole home DVR and hopefully a better version of Navigator!

www.timewarnercable.com/East/learn/signaturehome.ashx

[Skaggs]

Announcing “Signature Home” from Time Warner Cable
By:Jeff Simmermon
December 8, 2010

TWC Untangled

I’ve worked with computers for years, which means that whenever I go home I am seen as free tech support for my extended family. It doesn’t matter what the problem actually is, my folks think I’ll be able to fix it. Now that I use computers all day and work at a cable company, I think my parents think I can shoot a blue laser out of my finger and just network the whole house.

They’ve got a bunch of old lines, some of which have been gnawed on by squirrels, and no Internet in the downstairs part of the house. They don’t know if it’s a computer virus or a line problem or what down there, so they just sort of use the upstairs computer and have been waiting patiently for direction from somebody. Unfortunately they are not in our footprint.

They don’t need my help. They need Signature Home — the new bundle from Time Warner Cable.

Signature Home offers all of our coolest, newest technological services like Whole House DVR, our latest Wideband Internet service, Look Back, and Wireless Home Networking. But the best thing about the package is this:

It comes with dedicated service agents who manage the setup, phone care, online chat, and home networking for you. You get 24-hour personalized quality customer care, and access to a Personal Solutions adviser anytime by phone. That’s any time — 24 hour access to a team of people that can get your problems solved. Admittedly, you don’t get the same guy at 9 AM that you get at 4AM. But you do have a dedicated (and small) support team that knows you and your family’s needs.

From our press release:

In addition to combining customers’ most-valued features, SignatureHome™ caters to a growing residential market segment that places a premium on personalized service, installation and care. SignatureHome™ customers are assigned a specially trained team of SignatureService agents, including both Personal Solutions Advisors (PSA) and Connections Specialists. PSAs, who can be reached via a dedicated SignatureHome™ phone line or priority online chat, will field all SignatureHome™ customer inquiries, work with customers to customize their connectivity needs, and schedule a convenient reservation with a Connections Specialist.

The Connections Specialist will be available to spend the necessary* time to ensure that seamless connectivity is achieved and the customer receives an unparalleled, in-home service experience. For instance, a Connections Specialist is just as concerned with cleanliness as she or he is with connectivity. All Connections Specialists will arrive with a kit that includes a DustBuster for cleaning up dust on wires and sawdust from drilling, as well as shoe covers to further maintain the cleanliness of customer homes.

That’s magnificent. Just magnificent.

I mean, sure, I’d be excited to get Whole House DVR, Wideband, Remote DVR Manager, Look Back, Start OVer, Voice Zone on PC, Wireless Home Networking, Digital Home Phone and Caller ID on my TV/PC. But a dedicated support team that makes it all work together and answers the phone around the clock?

That’s like having a magic blue laser that shoots out of your finger.

[Skaggs]

The Press Release:

Time Warner Cable Rolls Out SignatureHome™ Nationwide
In Latest Residential Offering, Time Warner Cable Pioneers Premium, Tailored Service Alongside Its Most Comprehensive Technical Package to Date

12.08.2010

Time Warner Cable today unveils its new SignatureHome™ offering, delivering the most comprehensive triple play service connecting in-home entertainment, information and technology. Along with the company’s most robust digital cable package, fastest Internet service and digital home phone product, the package features conveniences such as Whole House DVR, Remote DVR Manager, Wireless Home Networking for up to 14 devices, and VoiceZone on PC, which allows retrieval of voice messages online.

In addition to combining customers’ most-valued features, SignatureHome™ caters to a growing residential market segment that places a premium on personalized service, installation and care. SignatureHome™ customers are assigned a specially trained team of SignatureService agents, including both Personal Solutions Advisors (PSA) and Connections Specialists. PSAs, who can be reached via a dedicated SignatureHome™ phone line or priority online chat, will field all SignatureHome™ customer inquiries, work with customers to customize their connectivity needs, and schedule a convenient reservation with a Connections Specialist.

The Connections Specialist will be available to spend the necessary* time to ensure that seamless connectivity is achieved and the customer receives an unparalleled, in-home service experience. For instance, a Connections Specialist is just as concerned with cleanliness as she or he is with connectivity. All Connections Specialists will arrive with a kit that includes shoe covers to further maintain the cleanliness of customer homes.

“We have listened to what our customers want and are responding to their needs with a tailored selection of offerings that feature the best of the best in both technology and service,” said Glenn Britt, CEO of Time Warner Cable, the second-largest cable operator. “We believe that SignatureHome™ will give our customers a distinct experience, enabling them seamless control over multiple technical aspects of their home while ensuring each lifestyle is given the attention and service it deserves.”

SignatureHome™ was test-marketed in Charlotte, N.C., during Q3 2010. The test revealed the most-valued technical features and customer service needs that drive preference among this market segment. To support the company’s marketing efforts in the national rollout of SignatureHome™, the brand is hosting a national press event in New York City on Dec. 8 and 9, where members of the media can experience SignatureHome™ firsthand by entering a room-by-room immersion of key features, led by one of Time Warner Cable’s specially trained PSAs.
The SignatureHome™ Difference: Added Value and Enhanced Experience

SignatureHome™ includes the following features in its premier, all-inclusive offering:

• Signature Service – SignatureHome™ service begins with a call to one of our PSAs, who will ensure a Connections Specialist is then deployed to the customer’s home in a timely manner. Connections Specialists will install all services and equipment and then assess additional connectivity issues and solutions based on individual homes and customer lifestyles.

• Whole House DVR – allows customers to record up to four channels at one time, enables them to record a TV show and play it back in any room in the house, and provides the capacity to store up to 150 hours of HD content.

• Wideband* – the fastest residential High Speed Online (HSO) tier offered by Time Warner Cable with download speeds of up to 50 Mbps and upload speeds of up to 5 Mbps, or the fastest tier offered by Time Warner Cable in the area.

• Remote DVR Manager – a Web-based program that lets customers manage their in-home DVR set-top box from anywhere, through an Internet-connected PC, Mac or mobile phone.

• Look Back – allows customers the ability to watch prime time shows up to 72 hours later, even if they are not previously recorded on a DVR, to ensure customers never miss their favorite shows.

• Start Over – enables customers to restart a show already in progress, even if it was not previously recorded on a DVR.

• VoiceZone on PC – enables customers to access and manage voice messages and phone settings online.

• Wireless Home Networking – allows customers to connect wirelessly to the Internet through a special wireless router so that customers can access the Internet from almost anywhere in the home.

• Digital Home Phone with Unlimited Nationwide Calling – an easy-to-use, reliable service that enables customers to call anyone, anytime in the United States, Canada and Puerto Rico, and includes popular features at a value price point.

• Caller ID on TV/PC – enables customers to instantly see who is calling them at home.

Availability of SignatureHome™
Time Warner Cable’s SignatureHome™ offering is being rolled out nationwide in December in areas that have the capability to launch Whole House DVR.

*Connections Specialists dedicate a three-hour window to resolving SignatureHome™ customer issues and connecting their home.

*Wideband only available in select markets. Check local Time Warner Cable office for availability.

[BenJF3]

Signature Home is going to be a bust until the allow breaking up of services.

Get SignatureHome™ Today
For just $199.99 a month, you get all the essentials, plus:

* No-fee priority installation for a limited time and personalized help, 24/7
* Digital TV with Whole House DVR with up to 150 hours for HD storage or 400 hours of SD storage
* Wideband Internet that lets you Powertask™
* Wireless home networking that connects
your devices
* Digital Home Phone with Voicemail to Email and Caller ID on PC and TV

Chat online, have us call you or call us at 1-866-TWC-7323.

Calls are made 8 AM to 11 PM (Eastern), Monday through Friday, and 10 AM to 6 PM Saturday.

**Customers who reside in areas where Wideband Internet is not available will receive Broadband Internet, which provides up to 15 Mbps download speed.

Offer includes Digital TV with Whole House DVR service on two TVs, Wideband Internet and Digital Home Phone Unlimited Nationwide. Retail rate in effect at the time will apply after promotional period. To receive all services, Digital TV and lease of a Digital set-top box are required. Some services are not available to CableCARD™ customers. Not all equipment supports all services. An HDTV set and an HD digital converter are required to receive HD programming. Actual number of recording hours’ capacity may vary. Actual speeds may vary. Digital TV and Digital Home Phone required for Caller ID on TV. Caller ID on PC requires installation of AOL Instant Messenger (AIM) on the user’s computer. Additional charges apply for taxes, fees, Directory Assistance, Operator Services and International calls. Customer must register with MyServices to receive Advanced Digital Home Phone and Remote DVR features. Offer may not be combined with any other offer. Residential use only. Some restrictions apply. All services may not be available in all areas. Subject to change without notice. ©2010 Time Warner Cable, Inc. All Rights Reserved. Time Warner Cable and the Time Warner Cable logo are trademarks of Time Warner Inc. Used under license. All other trademarks are property of their respective owners.

Basically, you ain't getting much more if Wideband is unavailable. I called to try and add Whole Home DVR because I want an 8642 for my theater room and a 4642 for my bedroom client so I can stream shows there. No dice. It's get the whole package or nothing. I mainly want to change because Navigator has been a nightmare since the 4.0 update hit my current boxes.

[Skaggs]

More info on Signature Home:

www.timewarnercable.com/signaturehomeevent

[BenJF3]

So is anyone going to step up to the $200+ package?

[mattbanks]

I pay over $200 a month already (Cable with all Premiums, 1 HD DVR, 2x HD boxes), Regular internet (not Turbo) and Phone (no voicemail), but I don't see a reason to switch over. The only thing I would want is Whole House DVR, but I hear you need a DVR box wherever you want to watch anyway. I'm sure it would make my bill go up overall, so I'll pass.

[BenJF3]

You don't need a DVR box to watch content off another DVR. You can use a 4642HDC set top as a client on the MoCa network. However, Time Warner seems to be dictating the terms of what you can and can't have in the package, so they may not offer the client set top to you.

I called to set up an appointment for Whole DVR and was told that I can't have it without getting the whole Signature Package, so I passed as well. (See Above)

[BenJF3]

Well, the time came where TWC started offering Whole Home as a separate option, but the price made it a better deal to just move into a Signature Home package, which I did. Anyone else here have Sig Home? Right now, I'm pleased other than a few options that could be better and the modem drop outs.

That is the biggest issue known - wideband modem drop outs. What modem do they issue in Albany? We get a uBee gateway here. Is anyone else experiencing issues?

[BenJF3]

UPDATE: Looking at dropping the service. IT has been a complete nightmare. I'm wondering if anyone else has it and has similar issues? I won't get into all of them here, but a quick check on the dedicated thread I started www.avsforum.com/avs-vb/showthread.php?t=1337568 will give you all of the problems I've had since the "upgrade"

[UsualNoise]

Ouch, sorry to read about all your issues.

That's partly why I'm so controlling about my internet chain ... I want to use the router, hubs, and cables that I choose and keep the TWC equipment to a bare minimum (modem only). I allowed a tech to install a splitter / amplifier when our phone service went in, but I was fully prepared to remove it if the quality of any of my many RG-6 connections experienced reduced quality (I've made my own RG-6 quad shield coax cables for the past 6 years or so). Fortunately he knew what he was doing and it has worked fine.

Anyway, I'll just say I hope you achieve a resolution to your problems soon. I know I'd be super-annoyed by the internet issues you've experienced.