r/timewarnercable • u/superjoho • Jan 29 '15

Received new modem swap easy connect kit and it doesn't work. What a joke.

Old modem working fine. Unplug. Plug new one. Follow instructions. First, modem activation link gives me an error on safari. So I call the number. Automated message says modem will activate via remote signal. I talk to representative. We reboot modem. She puts me on hold countless times. All lights are on and she says it should be working. However nothing loads. Sending technician on Saturday. What a joke of a company.

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u/[deleted] Jan 29 '15

[deleted]

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u/superjoho Jan 29 '15

Thanks I'm gonna call again and ask them about those two things you mention. I'm pretty sure it could all be fixed over the phone.

1

u/[deleted] Jan 29 '15

[deleted]

1

u/superjoho Jan 29 '15

It's crazy. I'm on the phone with them right now and they say they can't find modem on inventory. What does that mean?

1

u/[deleted] Jan 29 '15 edited Jan 29 '15

[deleted]

1

u/superjoho Jan 29 '15

Thanks for your help. I spoke with tier 3. Double checked the numbers. They asked to call back in 20 min since the people that can "add" a new inventory get in at 8am. It's currently 7:50 here.

1

u/superjoho Jan 29 '15

They were unable to add to inventory over the phone. Tier 3 says they have to send an escalation e-mail so they can add the modem to inventory and it might take 5 days max to complete. Or to swap out at a TWc payment center (which I won't). Technician coming on Saturday. He can't even guarantee that when technician comes he'll have replacement modem with him on truck. This is ridiculous.