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Time Warner Cable Begins Maxx Upgrades for Wisconsin

Phillip Dampier May 9, 2016 Broadband Speed, Consumer News 2 Comments

twc maxxTime Warner Cable Maxx upgrades are on the way for customers in several Wisconsin cities, bringing all-digital cable television service later this year in preparation of boosting broadband speeds up to 300Mbps.

The company has begun notifying customers in the Fox Cities – including Green Bay, Appleton and Oshkosh as well as in southeast Wisconsin, including Milwaukee, Kenosha, Waukesha and Racine that analog television service will be switched off in the next several months.

“Going all-digital brings the benefit of better picture and sound immediately, and will enable us to offer customers faster Internet speeds and additional services in the future,” said Jack Herbert, regional vice president of Time Warner Cable.

The transition to an all-digital network will require video customers without TWC digital equipment (customers who plug their cable line directly into the TV, VCR or similar device) to order a TWC digital adapter.

TWC will offer existing TV customers one or more digital adapters at no charge through at least October 6, 2017. To qualify, customers must order their digital adapters by January 29, 2017. After this free period, each adapter will be billed at the prevailing price, now around $3 a month. Customers can visit www.TWC.com/digitaladapter to place an order or call toll-free 1-844-841-5085 to request equipment. Digital Adapters are also available at most Time Warner Cable stores.

After the free equipment period ends, Stop the Cap! recommends customers return the digital adapters and consider purchasing an online video console such as a Roku device, which supports the Time Warner Cable lineup without recurring equipment rental charges.

Customers can expect free broadband speed upgrades after the digital conversion is complete, with faster Internet access likely available late this year or in early 2017.

Analysis: FCC, Justice Dept. Ready to Approve Charter-Time Warner Cable-Bright House Merger

charter twc bhThe Justice Department and FCC Chairman Thomas Wheeler are prepared to accept a massive $55 billion merger between Charter Communications, Time Warner Cable, and Bright House Networks, but at a cost of stringent conditions governing the creation of America’s second largest cable conglomerate.

In a joint agreement with the U.S. Department of Justice and the FCC, Charter executives have agreed to do nothing to harm online video competition or implement usage caps or usage-based billing for at least seven years. Charter will also be forced to broaden its cable service to reach at least two million additional homes, some already served by other providers, setting the stage for potential head-to-head competition between two closely-matched competitors.

The deal will directly affect 19.4 million customers of the three companies, which will eventually combine under the Charter Communications brand name and marketing philosophy — selling customers simplified television, phone, and broadband packages that reduce customer options. Little is expected to change for the rest of 2016, however, with Time Warner Cable and Bright House likely to continue operations under existing packaging and pricing until sometime in 2017. Technicians told Stop the Cap! earlier in April they were told not to acquire new outfits with the Time Warner Cable logo and branding, and the cable company is also making preparations to gradually repaint its massive fleet of vans and service vehicles with the Charter logo.

President Obama Expected To Nominate Rep. Mel Watt For Director Of The Federal Housing Finance Agency

Wheeler

Most of the concessions seemed to have originated from FCC Chairman Thomas Wheeler, who has been one of the strongest proponents of online video competition, improved broadband, and direct head-to-head competition between cable operators. The Justice Department focused its attention on challenging the cable industry’s almost-united front against online video competition. Under former CEO Glenn Britt’s leadership, Time Warner Cable was considered “the industry leader” in contract language that guaranteed it would share the lowest price negotiated by any other cable, satellite, telephone company or online video provider. Those agreements also often included clauses that restricted programmers from putting streamed programming online for non-subscribers. That explains why cord-cutters frequently run into barriers watching networks online unless they can prove they are already a pay-TV customer.

Under conditions from the Justice Department, those sections of agreements with Charter, Time Warner Cable and Bright House Networks will become invalid and unenforceable. But that doesn’t mean restrictions will disappear overnight. Comcast, Cox, Cablevision, and other cable companies also enforce similar conditions which will be unaffected by the Justice Department decision, at least for now. But the precedent has sent shudders across an industry concerned about protecting its still-profitable cable TV business, under assault from increased programming costs and a greater reluctance by consumers to tolerate annual rate increases.

analysisGene Kimmelman, chief executive of consumer interest group Public Knowledge, told the Wall Street Journal the conditions were “a clear signal to the content industry and entertainment companies that the enforcement agencies are giving them a green light to grow online video and experiment as a direct competitor to cable, and they will prevent cable from interfering.”

Of greater interest to consumers are the deal conditions proposed by Chairman Wheeler. As Stop the Cap! reported almost a year ago, sources told us the FCC would “get serious” about data caps if companies like Comcast imposed them on customers nationwide. At the moment, Comcast is testing caps affecting just under 15% of their total customer base, already generating thousands of customer complaints with the FCC in response. Although Charter promised three years of cap-free service, Wheeler and his staff obviously felt it was important to send a message that they agree with cap opponents that data caps are more about preventing competition than technical need. By making long term data cap prohibition a core part of a settlement agreement with Charter, Wheeler sends a strong message to Comcast that the FCC isn’t drinking cable industry Kool Aid about the rationale for usage caps and usage billing.

Some consumer groups worry Charter has overextended itself in debt over-acquiring other cable companies.

Some consumer groups worry Charter has overextended itself in debt over-acquiring other cable companies.

“New Charter will not be permitted to charge usage-based prices or impose data caps,” Wheeler said in a statement. “Second, New Charter will be prohibited from charging interconnection fees, including to online video providers, which deliver large volumes of internet traffic to broadband customers. Additionally, the Department of Justice’s settlement with Charter both outlaws video programming terms that could harm online video distributors (OVDs) and protects OVDs from retaliation– an outcome fully supported by the order I have circulated today. All three seven-year conditions will help consumers by benefitting OVD competition. The cumulative impact of these conditions will be to provide additional protection for new forms of video programming services offered over the Internet. Thus, we continue our close working relationship with the Department of Justice on this review.”

Wheeler is also intent on proving there is a viable market for cable operators overbuilding into new territories. To prove that point, Wheeler has gotten an agreement that Charter will introduce service to one million new customers where it will intrude on another operator’s service area and directly compete with it. The other provider has to already offer service at 25Mbps or greater. That could mean Charter competing directly with a cable company like Comcast or building service into an area already served by Verizon FiOS, AT&T U-verse, or another provider offering something beyond traditional DSL.

Copps

Copps

Another million customers just outside of areas served by the three cable companies may also finally get service, as Charter will be compelled to wire at least another million homes for cable service for the first time.

Despite the conditions, many consumer groups and former public officials remain unhappy the merger won approval.

“Creating broadband monopoly markets raises consumer costs, kills competition, and points a gun at the heart of the news and information that democracy depends upon,” said Michael Copps, a former Democratic commissioner at the FCC and a special adviser to the Common Cause public interest group. “FCC approval of this unnecessary merger would be an abandonment of its public interest responsibilities.”

“There’s nothing about this massive merger that serves the public interest. There’s nothing about it that helps make the market for cable TV and Internet services more affordable and competitive for Americans,” said Craig Aaron, president and CEO of Free Press. “Customers of the newly merged entity will be socked with higher prices as Charter attempts to pay off the nearly $27 billion debt load it took on to finance this deal. The wasted expense of this merger is staggering. For the money Charter spent to make this happen it could have built new competitive broadband options for tens of millions of people. Now these billions of dollars will do little more than line the pockets of Time Warner Cable’s shareholders and executives. CEO Rob Marcus will walk away with a $100 million golden parachute.”

Wheeler’s draft order is likely to receive a final vote in the coming days before the Commission. The only remaining holdout is California’s telecom regulator, which is expected to reach a decision by May 10.

Time Warner Cable Tests “Skinny Bundles” of Major Networks, HBO, Showtime for $10/Mo

Phillip Dampier April 18, 2016 Competition, Consumer News, Online Video 5 Comments

20 CHANNELWhile cable operators continue to deny cord cutting is real, their marketing departments think otherwise and are responding with slimmed down cable TV packages showcasing premium movie channels at a non-premium price.

This week, Time Warner Cable began offering a $10 add-on video package of over-the-air major network stations for new customers in Manhattan signing up for 50/5Mbps broadband service ($39.95 a month alone on a one year promotion in TWC Maxx markets). Oh did we forget to mention that $10 also includes both HBO and Showtime — the same networks Time Warner sells to everyone else for about $16.95 a month each?

At $10 a month, the package is a steal if you are still interested in local live/linear TV and movie channels. XFINITY Stream for Comcast is comparable, but Comcast extracts $15.99 a month for almost the same thing.

Time Warner Cable is obviously targeting disinterested Millennials that might otherwise skip television or consider the $20 Sling TV package instead.

But the cable company is downplaying the package and its price.

Time Warner Cable CEO Rob Marcus likes to remind investors at least 80 percent of Time Warner customers still subscribe to the big 200+ channel cable TV package, and Time Warner has hardly been a pioneer of “skinny bundles” that cut down the TV package to just the essentials.

Despite those assertions, the number of Americans willing to drop cable television continues to increase… and fast. Convergence Consulting notes the industry lost 283,000 video customers in 2014 and 1.1 million in 2015 — a four-fold increase. Convergence estimated at least another 1.1 million will cut the cable TV cord this year in what could become “the new normal.”

Video consumers are turning instead to on-demand, online viewing, which can provide commercial-free and binge viewing opportunities. Both Millennials and Generation X viewers are trending towards shows, not channels and networks, and many would never know (and fewer still care) what channel they were watching without the identity bug perpetually attached to the lower right of the screen.

Eventually, cable television service will likely occupy a part of a fat IP-pipe free-for-all, where viewers can still watch linear programming if they wish, but are more likely going to customize a much more personal viewing experience online instead.

Time Warner Cable Quotes One of Our Readers $31,885 to Install Service

Phillip Dampier April 12, 2016 Consumer News, Data Caps, Public Policy & Gov't, Video 3 Comments

twcGreenStop the Cap! reader Geoff W. lives in Liberty Township, Ohio — 35 miles east of Columbus, the state capital. But he might as well live in Cuba, because High Speed Internet is a digital pipe dream for him and his immediate neighbors. Despite living just a few houses away from other Time Warner Cable customers, the cable giant has quoted him $31,885 to install broadband service at his home.

A Time Warner Cable representative told Geoff the thirty grand plus would cover installing 531 feet of overhead cable, 1,800 feet of underground coaxial cable, and three pole permits.

“It’s time to consider High Speed Internet access a utility,” Geoff said.

Who Actually Does Qualify for Time Warner’s $300 Rebate Card?

Phillip Dampier April 12, 2016 Consumer News, Video 4 Comments
Three years after we first covered this story, getting Time Warner to honor your rebate request is still like pulling teeth.

Three years after we first covered this story, getting Time Warner to honor your rebate request is still like pulling teeth.

One of the most frequent complaints we hear about Time Warner Cable is the company’s unwillingness to honor its rebate offers.

In the last five years, Stop the Cap! has received at least 50 complaints from consumers who were told they qualified for $200-300 in rebates, only to never receive them. A story from Raleigh’s WTVD-TV this week illustrates the problem has not gone away.

Alex Dydula was convinced to give up 15 years of satellite television to sign up with Time Warner Cable. The company’s ongoing $300 Visa card rebate offer sweetened the deal.

Except he never got the gift card, just a Time Warner Cable runaround:

“You qualify for a $300 Visa card, all you have to do is wait for the redemption code to come in the mail,” Alex said he was told by a rep.

Alex says he followed the instructions that the rep gave him in order to get the $300.00 Visa card.

“We waited for the redemption code, it never came,” Alex said.

With no redemption code, Alex went online and did an online chat with a TWC rep and through the chat was informed how to register for the reward. Alex also called Visa.

“‘Yeah you qualify, you should get this. I’ll take care of it for you,'” he said.

Alex kept waiting.

“Only to get a call back from the Visa rewards folks to say ‘you don’t qualify. You don’t have the right package, the wrong codes are in the system. I don’t care, I can’t do anything,'” he said he was told by a rep who handles the reward program.

Stop the Cap! has reported on Time Warner’s rebate offers since 2013, and the company has done little to address the concerns of customers who felt cheated out of the rebate for reasons that seem to shift with the desert sands:

  • You are ineligible
  • The promotion is over
  • The agent wasn’t authorized to offer us the promotion
  • There is no record of the offer
Just a sample of Time Warner's terms and conditions.

Just a sample of Time Warner’s terms and conditions.

The rules for Time Warner’s rebate programs are byzantine and missing even one of them, or negotiating certain discounts or service credits that cut the cost of your package can invalidate the offer. But the only way you find out is after your submission is rejected and the rebate program has ended.

  1. Time Warner Cable customers qualified for a rebate must first wait for a “rebate redemption code” to arrive, typically two weeks after installing or upgrading service. But most customers complaining about rebate problems report they never received the code. You may be able to find it from Time Warner’s rebate website.
  2. With code in hand, customers are qualified to register for the reward on the company’s rebate website. But since Time Warner requires the rebate to be submitted within 30 days of installation, that two-week wait for a “redemption code” may leave customers with as little as 14 days to register.
  3. Customers are then required to maintain and pay on time for cable service for at least three months. Even one late payment can invalidate the rebate.
  4. After 90 days of service and on time payments, the company will start processing the rebate application, which takes an extra 1-2 months.
  5. The rebate card should arrive in your mailbox within 14 days after mailing.

300 rewardThis year, promotions vary depending on your location and the conditions under which you were offered a rebate. We have learned there are rebate programs for “win-back” promotions that convince customers not to switch to another provider, but only under certain conditions. It is easy for customers to apply for the wrong rebate. For example, a current customer will not qualify if they fill out a rebate form intended for customers just signing up for the first time. Other rebate offers apply only in selected geographic areas.

For instance, a $300 rebate offer targeting broadband-only customers who agree to buy a Triple Play bundle of services at $89 or higher is only valid if they are in California, New York City, the Hudson Valley or New Jersey.

If you are not disqualified already, there are many other ways to run afoul of the offer:

  • Existing customers with any level of video service are not eligible;
  • You must prove you had/have video service with another provider or you are not eligible;
  • Online only video services are not eligible;
  • Customers who don’t maintain fully paid-up service for at least 90 days are not eligible;
  • Customers who don’t register for the rebate within 30 days of installation are not eligible;
  • Customer names and addresses must exactly match with both the old provider and Time Warner or you are not eligible;
  • Customers complain more than 60 days after of the end of the promotion about missing rebate cards or eligibility problems will not be considered.

If you do not use the card quickly, service fees kick in after five months, except the terms and conditions note that some cards may be pre-activated as much as two months before they were mailed, giving you only 90 days to spend the money before a $2.50 monthly service fee begins. Replacement fees also apply if the card fails to work, is lost or stolen. We recommend immediately using the card at a grocery store for a few weeks or buy something like Amazon gift cards, which do not expire and carry no service fees. The longer you leave the card lying around, the higher the chance you will forget about it or find it depleted by arbitrary service fees.

A very active thread on Time Warner Cable’s discussion forum features more than five pages of complaints about missing rebates.

If you are affected by a missing or rejected rebate, the easiest way to resolve it is to ask Time Warner Cable to convert it into a $300 service credit instead. The alternative is waiting as Time Warner officials tell the third-party rebate processor to override a rebate rejection, which can cause delays lasting weeks. Getting $300 off your cable bill is much easier and faster. You can appeal directly to the Office of the President of Time Warner Cable by filling out this contact form or filing a complaint against your nearest Time Warner Cable office with the Better Business Bureau. Your goal is to speak to a senior customer specialist authorized to grant your $300 credit request. Either method should work.

[flv]http://www.phillipdampier.com/video/WTVD Raleigh NC Time Warner Cable deal gives Raleigh man the runaround 4-8-16.flv[/flv]

An “I-Team” reporter for WTVD-TV helps a Raleigh man get the $300 rebate he was originally promised by Time Warner Cable. (2:08)

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