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Original Comment My parents have used Time Warner as their telephone/cable and iternet provider for the past several years in NC. <br /> Following my Dad's death in February,2013 my 82 year old mother purchased a cottage in a retirement community just down the road.<br /> I contacted Time Warner to request her service be transferred to the new address. I specifically requested this so that she could keep the phone number she'd had for the past 23 years. I was very glad to know that, indeed , she could. <br /> We agreed on installation date/time and were told that she needed to be there and return the old box. She waited from 1 p.m. - 5:30 p.m. <br /> When I tried to reach her, of course, I couldn't as her phone was not installed. I frantically called around to neighbors, Time Warner very coldly stated that the installer was running late and had I phoned the police!!!!! Eventually the movers called assuring me she was safe and at the cottage awaiting the installer.<br /> The installer showed up at 7 p.m. but needed to go get &quot;some stuff&quot; for the installation. Needless to say, my elderly mother was frightened,exhausted and told the man she was going home so he needn't come back to her new place that night.<br /> I drove down from VA ( 4 hours!!!!) to help her. We went to the Time Warner office on Pennsylvania Ave in Southern Pines where I waited in line for 30 minutes.....they would send an installer later that day. Sorry for your trouble, $20 credit,ect. Big Deal!!<br /> The installer came and went. Mission accomplished albeit she was unable to keep her old number as promised. Another let down in a long chain of negative events. <br /> I went back home feeling she was safe, phone installed in case of emergency. Upon arriving home I called to let her know I was home. Guess what? Her phone did not work!!!!!!!!!!!!!!! <br /> I called Time Warner,got disconnected. Called again and reached a tech who told me the line was not scheduled to be operational until the following day. WHAT!!!!!!!!?????? AFter an hour on the phone he was able to access the line. I called my mom to let her know.....<br /> I am taking the time to share this nightmare experience because I feel that you are obligated to your customers to provide reliable service. <br /> I spent over 9 hours on the phone, drove 8 hours and spent hours in complete panic and frustration due to the lack of responsibility on the part of Time Warner Cable.<br /> I feel at the very least an apology from corporate headquarters is due addition to compensation for my time, gas, and the extreme worry/fear/anxiety you have so blatantly caused during a time that is already stressful.<br /> My calls were all logged and recorded.<br /> I look forward to hearing from you in the near future.<br /> <br /> Sincerely,<br /> Susan Brooks

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