Time Warner Cable representative speaks on - WDRB 41 Louisville News

Time Warner Cable representative speaks on customer service complaints

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LOUISVILLE, Ky. (WDRB) -- "It's been really frustrating because I go to school online and I work from home so my Internet is my life," said Dorothy Bruner about Time Warner Cable.  

Nearly 18 months after Time Warner Cable took over Insight Communications, Bruner says she's paying $10 more a month for less quality service in her Louisville home.  "I'm tired of it running slow, tired of losing my phone calls," said Bruner, "and I'm tired of my cable channels being distorted or cutting out completely."

With hundreds of people echoing those complaints, Tuesday Time Warner sent a spokesman to Louisville to answer them.  "The vast majority of customers are satisfied with our service. The vast majority of customers are happy with what they are seeing," said Time Warner spokesperson Mike Pedelty.  "If there are individuals who are not, we want to hear from them and get their problems fixed."

Nonetheless, Time-Warner's competition is trying to capitalize on the complaints. AT&T U-Verse launched in the market four years ago.

Hank Mangeot of AT&T U-verse says, "I can tell you we are staffing up to keep up with the demand and bringing in technicians from other communities on a temp basis, and we're hiring permanent positions to expand the workforce locally.  So we're installing fast as we can and the load just keeps coming."

But U-Verse's Internet-based cable is still not an option in many neighborhoods.  Pedelty claims Time Warner is making improvements in the market:  "We're implementing more fiber into this area. We're doing node splits which essentially reduces congestion on the Internet."

The question is will these improvements come in time to keep customers like Dorothy Bruner around.

"I've just had enough of it," she says.

Copyright 2013 WDRB News.  All rights reserved.

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