Wednesday night away from home, I checked my Roadrunner email via their webmail site with no problems. It has never been my favorite thing, and recent changes haven't improved it much, but it does at least allow me to see if I have messages.
Usually.
Thursday morning, I once again went to the webmail site and attempted to log in again. A not so pleasant red message informed me that my password and username did not match. I thought I must have mistyped, as I know that password very well and would never confuse it with any other. So I typed it again. And again. And a fourth time. The red message persisted.
So, I clicked the "Forgot my password" link AKA the "Password Reset Tool", even though I knew I had not, in fact, forgotten anything of the kind. Two new links open before me. I click the first and am informed that I cannot access that service, since it is only for Roadrunner customers who are currently using Roadrunner to access the internet. So, I tried the second link. I am informed I need my modem ID. Since the modem was 850 miles away, that, too, would be a little difficult.
I have been on hold with TWC before and I know how long that can take, so I wanted to avoid that, if possible. I first tried the automated "helper" which is basically a program that reads keywords in whatever you type and directs you to the appropriate FAQ. Utterly worthless if you know how to search a FAQ and had already read it, as I had. So I tried their "Live Chat", which is a real person, but with nearly as many canned responses as the bot. Their chief function, as I am to learn, seems to be to take all the customer's information and then state that they cannot assist and the customer should instead contact the "Concern Line" with a ticket number. The concern line being TWC's main number.
Usually.
Thursday morning, I once again went to the webmail site and attempted to log in again. A not so pleasant red message informed me that my password and username did not match. I thought I must have mistyped, as I know that password very well and would never confuse it with any other. So I typed it again. And again. And a fourth time. The red message persisted.
So, I clicked the "Forgot my password" link AKA the "Password Reset Tool", even though I knew I had not, in fact, forgotten anything of the kind. Two new links open before me. I click the first and am informed that I cannot access that service, since it is only for Roadrunner customers who are currently using Roadrunner to access the internet. So, I tried the second link. I am informed I need my modem ID. Since the modem was 850 miles away, that, too, would be a little difficult.
I have been on hold with TWC before and I know how long that can take, so I wanted to avoid that, if possible. I first tried the automated "helper" which is basically a program that reads keywords in whatever you type and directs you to the appropriate FAQ. Utterly worthless if you know how to search a FAQ and had already read it, as I had. So I tried their "Live Chat", which is a real person, but with nearly as many canned responses as the bot. Their chief function, as I am to learn, seems to be to take all the customer's information and then state that they cannot assist and the customer should instead contact the "Concern Line" with a ticket number. The concern line being TWC's main number.
Comments
anne r
(Guest)
(Guest)
08/05/2009
I have two computers and whenever (daily) I need to switch computers on the internet I have to call and have Time Warner reset the modem and whenever I have to do that it is a living hell to accomplish. Every time (and specifically the last two nights) I call in I get cut off repeatedly, tonight it was NINE TIMES and every time I call back I am getting more and more angry and then I have to go through their voice prompts and then whoever finally answers I have to tell them my name, my phone number, my address, my last four of my social and my email address, at which time I start to tell them what I need and I am very upset and then (after announcing that THEY VALUE ME AS A CUSTOMER) they proceed to lecture me on not being upset and being POLITE to them when I would be perfectly POLITE if they quit cutting me off. So tonight after nine calls and nearly losing my mind I got lectured by KEN twice about how I should be polite and no one bothers TO VALUE ME
AS A CUSTOMER.
You call in
Great review, I get to try their service real soon, I hope it goes better :) Sheri
thanks for this info!
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