Post by UsualNoise on Dec 12, 2013 17:54:40 GMT -5
Little activity around here lately, so I thought I'd post another confusing experience with TWC.
I have two CableCards on my account, no set-top boxes. Last month I started getting charged $2.35 for "Digital Programming Guide" (just "The Guide" this month). This seemed odd to me since I don't have the guide available on a cable box.
Spent FOREVER on the phone, first with a low-level clueless person, then a specialist, who ultimately determined that this guide charge is required for anyone with Digital Cable, regardless of whether you have a box or not. I complained that since according to their own website "The Guide requires a digital TV Set-Top Box" it is ridiculous to charge a customer for said guide when they can't possibly access it.
In fairness to the 'specialist', she spent a loooong time looking for a way around this charge since she agreed it didn't make sense. I would be fine if the charge was included in the digital TV rate itself, but the fact that it is listed separately (similar to DVR / remote fees) really annoyed me since it would seem removable for CableCard users.
Ultimately, the rep agreed to credit my account for a year's worth of fees ($29), which was great, but still doesn't address the underlying problem. Unsurprisingly, another head-scratcher from Time Warner.
I have two CableCards on my account, no set-top boxes. Last month I started getting charged $2.35 for "Digital Programming Guide" (just "The Guide" this month). This seemed odd to me since I don't have the guide available on a cable box.
Spent FOREVER on the phone, first with a low-level clueless person, then a specialist, who ultimately determined that this guide charge is required for anyone with Digital Cable, regardless of whether you have a box or not. I complained that since according to their own website "The Guide requires a digital TV Set-Top Box" it is ridiculous to charge a customer for said guide when they can't possibly access it.
In fairness to the 'specialist', she spent a loooong time looking for a way around this charge since she agreed it didn't make sense. I would be fine if the charge was included in the digital TV rate itself, but the fact that it is listed separately (similar to DVR / remote fees) really annoyed me since it would seem removable for CableCard users.
Ultimately, the rep agreed to credit my account for a year's worth of fees ($29), which was great, but still doesn't address the underlying problem. Unsurprisingly, another head-scratcher from Time Warner.
