sean126 wrote:
Satch wrote:I agree with Agent,
You can also open up a support ticket by sending a PM to @TWC_ForumsHelp with your name, phone number, and account #. Please mention your speed test problems and refer the TWC agent who assists with your PM to this thread's URL.
A tech needs to be dispatched to your residence for signal and drop-line tests and he can take a meter reading, replace lines/wiring, set up signal monitoring. The problem should than be pinged to your residence so that TWC/Charter can begin studying the issue.
Satch
I've got a tech coming friday. How could sending a support ticket to "TWC forums help" aid in resolving the issue if the tech can't or don't know how to solve it? I'm not seeing how that would help. Could you elaborate please?
That's great you have a tech coming on Friday! Let us know what happens,
Sending a PM to TWC tech forums help, as well as to the TWC DSL Reports Secure Forum (both are read by the same people) can help sometimes over calling because the agents and the customer can reply to each other until the issue is resolved where an on-going communication contact can occur. You can also request at the forums for an on-going unresolved issue to be bumped say from Tier 2 to Tier 3.
When calling customer care, a lot of times you have to repeat yourself and your problem over and over again when transferred from agent to agent, although I have had pretty good phone support here in Wisconsin. Sometimes over the phone, information can be lost or incorrectly given. The on-line forums I think give the user and agent a better record of what was said.
Hopefully on Friday this gets fixed. Keep us posted!
Satch