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time_warner

Time Warner Cable

SMC security equipment

Our Score
6.7
User Score
3.6
Ratings Breakdown

Price

Basic monthly payment
$33.99

Up-Front Costs

Activation, Install & Equipment
$199

Technology & Equip.

10/10 = BEST
9

Contract Length

Total # of months
18

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
46 Years

Customer Support

Good, Bad, Limited
Limited

Number of Reviews

User reviews here on BHSC
71

In the late 1940s, entrepreneurs using simple antennas and Army-surplus coaxial cable created the country’s first cable television systems and revolutionized the way Americans watched TV. More than 60 years later, Time Warner Cable (TWC), the second largest cable provider, owns and manages advanced, well-clustered cable systems throughout the United States.

smc-sma-300x129time-warner-bbb1

Security System Overview

Time Warner uses SMC equipment and technology. SMC Networks (equipment provider) is the only vendor to service 12 of the top 14 multi-service operators (MSOs) in North America including Comcast, Time Warner Cable, and Rogers. The Time Warner home security system includes the SMC Ruby RB5701-Z touchscreen which is the central device that controls the entire home security and automation platform. The touchscreen includes ethernet, WI-FI and GSM/GPRS communication channels by default. In addition to the touchscreen, the Ruby family includes the SMCMT03-Z infrared motion sensor. The SMCMT03-Z Motion Sensor is highly sensitive to moving infrared sources. It features superior immunity to RFI, vibration, static electricity, temperature changes, and other false alarm sources.

Rank Chart Monthly Price Upfront Costs Our Score
#27
time_warner
$33.99 $199
6.7
#1
$19.99 $0
9.3
#2
$34.99 $99.95
9
#3
$24.99 $0
8.8

Potential customers are subject to soft credit checks that will qualify them for free equipment and $99 installations. Time Warner also offers discounted prices on their surveillance cameras and other technologies to sweeten the deal.

The Good

The Time Warner provides the most recent intelligent security system that offers a remote surveillance of homes throughout the day and the night. It is a I-managed cable controlled organization getting support from Kleiner Perkins Caufield & Bayers. The company has over one hundred employers who meet its customer’s demands satisfactorily hence the reason for receiving the BBB accreditation.

Time Warner has established home security and monitoring for Cox, Swisscom-Europe, Comcast and Rogers- Canada among other homes. Most recently, Time Warner opened its services in Kansas City in the bid to expand its services of ensuring security to its customers. Its service is also commonly termed as the Intelligence Home.

Time Warner makes use of technology by monitoring your home through several cameras that are connected to the internet and you can access them though the internet enabled machine, be it an I pad, a laptop, smart phone or a tablet. This can be done using any internet-linked device. At the same time, you can also control the thermostats, carbon dioxide and lighting- for example switching lights on- in your home while miles away from home.

The Bad

Few customers have complained about Time Warner’s unclear advertising and bundling packages. Time Warner offers home security for $33.99 per month; however, customers must agree to an 18-month contract as well as signing up for Time Warner internet services. Essentially the advertised $33.99 per month almost doubles when considering internet service pricing.

There are concerns consumer should be aware of. Actual Time Warner Cable home security customers have experienced difficulties with the following:

  • Customer service failing to resolve issues or help customer with concerns.
  • Problems where the system and equipment is not set up correctly and it is hard to get it fixed once improperly installed.
  • Complaints of Intelligent Home not functioning properly.

The Bottom Line

If you are an existing customer of Time Warner Cable the pressing question is, “Is it worth it to bundle the home security service into my existing contract or seek out a third-party home security provider?” It is definitely convenient to bundle the home security service from Time Warner Cable into your existing account; however, that convenience comes with a price tag. Time Warner Cable home security equipment and monitoring services are similarly priced to other professionally installed companies with similar contract lengths. If you’re looking for a professionally installed system we recommend Time Warner; however, if you’re looking for an affordable high quality home security solution we recommend self-installed, wireless home security systems from our top recommended companies that are far less expensive.

1. You Must be a Time Warner Cable Broadband Customer

(a)  You must be an existing subscriber to Time Warner Cable’s High Speed Date (or HSD) Service, at the “standard” level or higher, to receive the IntelligentHome Service.

(b)  If you stop receiving Time Warner Cable high-speed Internet service at the standard level or higher, or fail to maintain your high-speed Internet account in good standing and the service in good working order, we may suspend or terminate your IntelligentHome Service.

(c)  We will include in our calculation of your aggregate monthly data usage the data that is sent to and received from your premises in connection with the IntelligentHome Service.  As a result, if your HSD Service level has a Bandwidth Limit, data usage charges relating to the IntelligentHome Service may apply.

Why it’s important

In order to be eligible for a Time Warner home security system you must be an existing subscriber to their high speed internet service at the “standard” level or higher.  If you have internet and then cancel it while a customer of the home security section they may terminate your security agreement.  If having a home security system causes data levels to exceed your data limit then they might charge you extra.  

5. Your Responsibilities Regarding the IntelligentHome Equipment

(a) The Time Warner Cable Equipment belongs to us and must be returned to us if you cease to receive the IntelligentHome Service for any reason.

(g) Time Warner Cable will not test or inspect any fire alarm system other than a fire alarm system that we install.  You are responsible for determining whether your non-TWC fire alarm system complies with applicable building code and fire protection requirements in your area, and for ensuring that any such system is working properly.

(h) You are responsible for determining the IntelligentHome Service and Equipment that best meet your needs.  You are not relying on our skill or judgment in making this determination and we cannot accept any responsibility for your choices.

(i) You will notify us of any problems with the IntelligentHome Service and Equipment as promptly as possible.

Why it’s important

The equipment installed in a new customer’s house is leased equipment and belongs to Time Warner.  All testing on the equipment is the responsibility of the home owner.  If there is a problem with the system it is the responsibility of the home to notice the company.

7. Our Services are Not Guaranteed and Our Liability is Limited

(a) We operate the IntelligentHome Service, which is electrically powered, over our broadband network.  If, for any reason, the Equipment or any portion of our cable system is unable to carry broadband communications (for example, due to power or equipment problems) or if your home or area experiences power or equipment problems, the IntelligentHome Service may not work correctly or may not work at all.

Why it’s important

If the equipment or any part of the system is hindered by limited network or internet services the home security system my not function at full capacity.

8. You are Agreeing to Limit Your Legal Rights

(a) You waive (in other words, give up) the right to commence any proceeding against TWC if the relevant events occurred more than one year earlier. This waiver is not enforceable, and the normal statute of limitations in your area will apply, if you notified TWC in writing of the events giving rise to the proceeding within one year of their occurrence.

(b) Under Section 15 of the Residential Services Subscriber Agreement, each of us agrees to submit certain Disputes to the American Arbitration Association for resolution under its Commercial Arbitration Rules or, by separate mutual agreement, to another arbitration institution.  You may opt out of this arbitration provision.  If you do so, neither you nor TWC can require the other to participate in an arbitration proceeding.  To opt out, you must notify TWC in writing within 30 days of the date that you first became subject to this arbitration provision.

Why it’s important

If there is an event that requires legal attention, it must be brought against Time Warner within a year of the events occurrence.  If it is past a year the customer then waives their right to bring action against Time Warner.    

The Good

Customers of Time Warner have the option to package their internet, TV, or phone services together with a home automation package.  The automation package is called “Intelligent Home” and includes many of the best home automation features available on the market today.  From your smart phone, laptop or in-home touch screen you can arm or disarm your system, view live video from in-home cameras or even set your lights and thermostat to be just the way you like it.  Included in the Intelligent Home automation package is the following:

  • 24/7 monitoring protection
  • Easy Installation (all wireless)
  • Access on the go—arm and disarm your equipment from anywhere
  • In-home cameras—can be monitored through any internet device
  • Customizable settings through the Time Warner secure customer website
  • Temperature control remotely

If a customer already has Time Warner services then they have the option to get the Intelligent Home for $33.99/month.  Also, there is also an internet promotional that offers installation for $99 and comes with an 18 month contract.  This is currently one of the best deals on the market for home automation and one of the shortest contracts periods available.

The Bad

The biggest downside to going with the Time Warner Intelligent Home is that you have to already be a Time Warner customer and have high-speed internet through them to get the package.  Most other internet providers that bundle home security only ask that you maintain high-speed internet, however, Time Warner requires new customer to buy it through them.  This could be problematic for new customers that are already in a multiyear contract with another cable or internet provider.

The Bottom Line

If you are already a Time Warner customer and are in the market for a home automation system then Intelligent Home would be an affordable and high-quality means of having remote access to your home devices.  However, if you are not a current customer then it might be too big of a burden to switch your cable/phone/internet to Time Warner just for the home automation system.  We suggest you discuss your options further with a Time Warner representative.

Are there any inaccuracies in this review? We take accuracy very seriously and would love your feedback. Visit our Request Reconsideration page and send us your feedback today!

71 Time Warner Cable Reviews

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  1. User Score
    0
    Jay
    July 2nd, 2015 at 1:12 am
    6 people found this review helpful!

    Don’t even waste your money on time warner cable intelligent home. It is a joke doesn’t even work half of the time and when you need it most it failed miserably.

  2. User Score
    4
    K. Besig
    June 26th, 2015 at 6:21 pm
    3 people found this review helpful!

    The service was adequate and the hardware okay, other than the window and door sensors constantly falling off.
    My complaint is in regards to the sneaky bordering on false advertising tactics employed regarding the “purchased equipment and $200 rewards card”. When you initially set up your service you’re told there are three added payments required to purchase the intelligent-home equipment. When you cancel the service all you are left with are the inexpensive door and window sensors. The modem, touch screen, camera, everything you thought you were paying for goes bye-bye….shady .
    As for the $200 rewards card, nowhere is it stated plainly that you must “REGISTER” for the gift, as if someone would need to tell the company “oh hey, over here, I want $200 for free…” So after complying with all the requirements save telling them know I want $200 I was left out in the cold with only a rep telling me we’re so sorry you don’t qualify because we didn’t know yo would want free money..
    Setup and equipment is a 8+, business ethics and customer service is some negative number.

  3. User Score
    10
    Trey
    June 22nd, 2015 at 2:49 pm
    0 people found this review helpful!

    So far, everything with my system has performed as advertised and i am very happy with the purchase. My installer in Charlotte, Jay, did an excellent job and was extremely accommodating. There was another contractor in the house that day, who will be getting the exact opposite review as Jay and TWC will, that Jay was able to work with in a calm and highly professional manner even when my wife and I were at our wits-end. Jay walked us through everything that we needed to know and left us step-by-step instructions of things we needed to do on our own and get his job done in a timely manner, even with the power being out for the majority of the day. 10/10

  4. User Score
    9
    Kevin Harmon
    June 16th, 2015 at 3:24 am
    0 people found this review helpful!

    Except for the high upfront costs to purchase the equipment I have had a good experience thus far. I also will say the flexibility to customize the system is top notch. I can say there is a piece of equipment for any need and that is what I needed was a custom system. Most of them I looked at did not fit the mold I wanted to make. The monthly cost is on par with the market so no complaints there.

  5. User Score
    0
    Ag
    June 12th, 2015 at 3:48 am
    2 people found this review helpful!

    Camera is now black and white only. I paid for the more expensive night one. They didn’t bother to call me to remove security freeze. They treated me like a criminal on day on install. A contractor, not TWC employee had access to my bank account number because he was told to demand S170 from me. I was not advised. I simply saw a non employee demanding money from me on the spot. It took 30 minutes to resolve. Motion detectors do not detect motion. I was told it’s supposed to work that way. Huh? I demanded to cancel service. They said ok but I lose $400 in equipment. They said I should just be happy I’m not being charged early termination fee. They don’t provide the service, I’m out $400 and i should be happy? Techs practically live in my house. Everyone they cone over something else goes wrong. I should sue cut the $400.

  6. User Score
    2
    F. Garcia
    May 18th, 2015 at 7:12 pm
    3 people found this review helpful!

    Had Intelligent home installed on Saturday and right away had issues with the device not connecting to the network and the cellular connection. The internet in my home is pretty strong and can receive signals outside. The alarm pad was in the very next room to the internet router and it was having network connection issues? This system isn’t what I expected. Called within the 3 days to cancel because what’s the point of having home automation if I cant even connect to the alarm system from my phone? The installer even said that the cellular connection wasn’t even that strong. I think if they went with a different brand on the device, then that may eliminate some problems. they also need to lower their pricing for extra sensors. I mean $69 for one door sensor, really!?

  7. User Score
    0
    lee green
    May 14th, 2015 at 3:39 am
    4 people found this review helpful!

    if your cable line is cut by a skilled burgular, your home is a sitting Duck. with other companies a cell phone device is hidden in the home with 3-4 days of battery time if the power goes down. not so with TWC security. plus the reps are incompetent and lied about everything.going to file a complaint with BBB and Attorney General’s office. Rate O.

  8. User Score
    1
    Betsy
    May 10th, 2015 at 9:57 pm
    4 people found this review helpful!

    Display and quality of picture from camera are the only 2 things that give this system above a 0. The caveat…the picture is great when the cameras are working, which is not often. Initially the camera stopped sending a picture within the first 3 days of installation. From the September install to today when I had it removed there may have been a dozen days the system was actually online. What a waste of money for poor equipment.

  9. User Score
    0
    Luanne
    April 29th, 2015 at 8:42 pm
    5 people found this review helpful!

    I echo others comments to $200 rebate. Was on the phone an hour as they combed thru my account trying to come up with reasons I was disqualified for rebate card. Final result no gift card and $225 to disconnect service! I feel like a fool! wonder how many others they have suckered in!

  10. User Score
    2
    Tori Stimaker
    April 26th, 2015 at 3:44 pm
    4 people found this review helpful!

    Camera system is a joke that comes with the intelligence. They don’t have any auto save features yet in Erie Pa. I have have several issues such as burglary and no recording of it. But we have camera system! Wow!!!! They are constantly buffering when theory is any motion or objects in front of them. My advice is do not buy the worst camera system on the market!!!

  11. User Score
    0
    Selena ivery
    April 21st, 2015 at 4:18 am
    4 people found this review helpful!

    very disappointed in intelligent home security system with camera cameras have delays in the picture and a glitchI am very disappointed I don’t know if I am going to return or on it is not worth what I am paying for the system vibrate system I would rate it to be probably – 0 don’t give me enough cameras for the price and then don’t give you a big enough screen for the price

  12. User Score
    8
    William Williams
    April 4th, 2015 at 5:25 pm
    5 people found this review helpful!

    Just switched companies due to increased monthly cost. Called TWC and was on the phone for one hour regarding many questions from and accurate answers. I changed my phone from ATT, paying 0 for one year. Upgraded my internet service for 0 cost. My current TWC monthly cost was reduced by $10 a month due to bundling. Fee for security was $149 to switch, free installation, no cost for 2 control panels. Did buy 3 cameras, $149 each. They work great. I will see if my next bill is accurate. $33.99 monthly for security service. Love remote features for doors opening/closing, sounds, and camera views. 2 days after order 2 servicemen showed up and worked 5 hours on the conversion. I saved $$$ by using same ADT hardware. I will be back on this site in 30 days to update everyone. After reading the reviews herein, dissatisfaction by others is with phone calls to rectify issues. I had a very well trained customer rep who was properly trained or put me on hold to get the accurate answers. I will save in 1 year over $300 on land phone, $180 on security charge (18 mts), $120 on TWI television and $? on internet upgrade. I was told the cameras are warranted for the initial 18 month term.

  13. User Score
    6
    Kia
    March 30th, 2015 at 5:11 am
    2 people found this review helpful!

    Horrible VISA giftcard Promotion; decent service! I ordered in 10/14 and was promised a $200 Visa gift card. You have to keep the service 3 months and the card comes 6 weeks later. However, I was not told that if you paid past the due date even once, it nullifies the offer. My initial bill was over $200 higher than anticipated, b/c TWC unbundled my cable/phone/internet package when signed up for Intelligent Home w/o my knowledge. They credited my bill the next month, but still wanted me to pay the extra upfront. Due to this I was disqualified. It took 2 months, 6 reps, 4 departments, 3 supervisors, numerous lies, call hand-offs, and undocumented customer service contacts to finally get a $200 credit to my account tonight. Ask to speak to a Lead in the Intelligent Home Department, ask them to file a resolution and get a tracking number, accept a credit, b/c you will not likely get a gift card. Ask for names and Employee ID’s for everyone you speak to and threaten to file a formal complaint with the FCC, BBB, NY Attorney General’s Office. They’ll offer you at least a credit. If they don’t file the complaints.

    As for the product, it’s easy to use. I like being to access it away from home and the night vision camera. Thankfully, i’ve never had to test it’s true capacity.

  14. User Score
    1
    Carolyn
    March 25th, 2015 at 1:34 am
    2 people found this review helpful!

    I am disguted with this company I have had problems with them since December my bill have been off the chain with unauthorize charges i have to call every month. I had Intelligent Home install in December and I was offer a $200 reward card if I was to keep my account current for 90 days and now they tell me after my account have been current for 90 days I don’t qualify because I was past due at the time of installation and I should have read the fine print Terms and agreement. Really?

  15. User Score
    5
    Kristine
    March 12th, 2015 at 11:37 am
    1 people found this review helpful!

    We have had them for everything for years my husband doesn’t want to deal with switching everything but I’d love to get rid of them . Issues cable- ordered pay per view spent 1.5 hours on the phone with 3 different reps and only got one rep who was able to fix it so we could watch on one tv and so our guests couldn’t enjoy the BBQ and show all at once. That’s the point of having the multiple tv’s set up to watch together etc. Still couldn’t get the high def to work with Cs agent so we accepted it when we got the show to play at all! Missed half but at least they got it working for the main event. The box records half a show or freezes leaving you to give up and use another tv till it resets. This happens too if you’re watching tv but another show is recording and it messes up then you’re just stuck until it resets . Replaced the box as Cs says it’s the only fix. Been here before with them. The alarm is convenient to change thermostat or set it from work when our daughter is home from school but the two dogs trip the sensors so at night we keep them upstairs so they don’t set them off. Plus the cameras have glitches sometimes they will just loose the image but only on one camera at a time . At first I thought someone might be trying to break in, now I’m just like cameras just acting up. No problems with the internet.

  16. User Score
    3
    Jenny
    February 19th, 2015 at 9:06 am
    4 people found this review helpful!

    Service-Seller unlear with customer about offer and many tricks.
    1- Customer will get record memory online. “Log-in and see they restore the record anytime”
    2- Will have $200 rebate when you order intelligen systems.
    3- When custome got problem, want to contact Intelligen service, hard to make it. I did online chat with customer service and be tranffer to another customer service website, after an hout chat and waiting I got a phone number ’cause, my problem not belong to their departement. (855) 892-1122
    I did call and have another phone number (800) 619-0035 with open 24/7

    All not work for me.
    They did not say clearly when talk with customer. So, customer can’t get a rebate because some “bs” reasons.
    About the cameras. I got 2 cameras. 1 front door and 1 back door. The back door good video all the time. The front door on and off by it self even internet work good (back door till work while front door off)

    So sad.

  17. User Score
    10
    Loni Gray
    February 16th, 2015 at 5:58 pm
    2 people found this review helpful!

    So very happy that I have this system. I now feel safe and sound in my new home. I can now sleep with both eyes closed

  18. User Score
    2
    Matt
    February 16th, 2015 at 7:10 am
    3 people found this review helpful!

    Too often, I run into functionality issues with this system. when I had ADT a few years back, I never had an issue. However, in just six months with TWC Intelligent Home, I have already had several. Issues include:

    -Failure to connect
    -Failure to arm/disarm
    -Router connection problems
    -Loss of broadband connection
    -Sensor Malfunction
    -Ambiguous advertised price

  19. User Score
    8
    p marshall
    February 14th, 2015 at 12:39 pm
    0 people found this review helpful!

    The history of system is a wonderful tool. The system also emails you, if you would like, when the doors are opened and/or closed. The fob is the way to go especially if you don’t want to have to rely on your phone for everything.
    Easy to use.
    BUT… make sure that you don’t change what you want during instal because the technician’s computer doesn’t talk to billing and you will be billed for the package that you were supposed to have installed, not what you did in fact have installed if you changed it during installation. I wanted video surveillance but did not have power in the area so I scrapped the idea at the time of install. Billing still hasn’t figured out that I don’t have this feature.

  20. User Score
    0
    jv
    January 24th, 2015 at 11:56 pm
    2 people found this review helpful!

    more twc garbage and awful customer service

  21. User Score
    2
    Priselah
    January 9th, 2015 at 10:23 pm
    0 people found this review helpful!

    This product will leave you feeling very insecure. Doesn’t work well. Research

  22. User Score
    1
    jane
    January 8th, 2015 at 12:25 am
    0 people found this review helpful!

    I have home alarm and camera with them, worst than ever, i didn’t know that i have 18 months contract, no one ever tell me that when i called them, and not only that we wanted to cancel, the camera that we own we can not use anywhere else and they told me that we can only use on their internet. What a waste of my $$$$. I hate Time Warner!! Please do not sign up

  23. User Score
    1
    ken hodges
    January 5th, 2015 at 11:56 pm
    2 people found this review helpful!

    very terrible and way to pricey

  24. User Score
    2
    Paul
    January 3rd, 2015 at 5:31 pm
    3 people found this review helpful!

    I was placed on hold for literally 45 minutes total time as the inept Customer Service Rep stumbled with every question I had, as if he had no idea about security systems at all (maybe it was his first day, ok).
    But after I paid hundreds of dollars for their equipment and had it installed by a technician who programmed the “door” sensors as “windows” and half the “windows” as doors, that should have been the indicator of the kind of company I was dealing with– and considering we were doing this for peace-of-mind for the safety of my young children, I was expecting a very professional, top-notch company. I was wrong.

    After the first few days, the alarm was set off. The Customer Service Agent over the phone said the motion sensors were set off– by the two small dogs we have. I told the CS Agent that I had previously had a long discussion about dogs with the Selling Agent that sold us the package, and he said small dogs were not at all a problem. The CS Agent then told me that “yes, small dogs aren’t a problem, unless they run or jump up on anything”. Basically put, small dogs are only an issue if they’re BEING DOGS. Why didn’t they mention that when they were selling me the motion sensors!!? Turns out that we can never use the motion sensors that we paid a lot of money for.

    Also, we ordered two cameras to be installed, which are cool and very smart and work decently. But it was only after the sale that we learned that the cameras DON’T RECORD. Only if you program it to capture images after an event (like a door opening)– but still, it only records ten seconds. Again: why wasn’t this mentioned in any of the brochures or by the Selling Agent??

    Eventually the internet connection became disabled on the control panel. Since it costs money to have a technician come out and take a look, and we have to take off the whole day from work because they only schedule technicians for a 4-6 hour block of time to arrive at your house, we never considered it worth it, so now we just don’t have the internet connection to the Control Panel.

    Basically put: don’t believe in their hype. If you’re going to spend this kind of money, find some other company who will be upfront with you. Let the quality of their Customer Service be the barometer.

  25. User Score
    0
    Lisa S
    December 28th, 2014 at 5:47 pm
    3 people found this review helpful!

    WORST EVER! I wish I had shopped around before getting sucked into the Time Warner trap. They promised me a $300 rebate if my account was current for 90 days. Well on my first bill there were numerous charges for sensors and other items I was told I was not going to be charged for. When I called they said the charges were, in fact, incorrect and they would credit them back (it was about $250 in incorrect charges.) They said in the meantime to just make partial payments on my bill because the credits would be showing up later.

    WELL – 90 days later when I should have received the rebate, I called because nothing had come. They said they showed my account had been PAST DUE so I was no longer eligible for the rebate!! I had been a Time Warner customer for over 8 years and had never missed a single payment – even those months I had been instructed to pay in part. Well as it turns out apparently it was those partial payments that made me ineligible – EVEN THOUGH I DID EXACTLY WHAT THEY TOLD ME TO DO! Talk about deception. After 6 customer service calls and about 7 hours on the phone later, having spoken to supervisors who agreed I should still get the rebate, still nothing has come of it and I’m now being told again that I am ineligible. I feel that I was completely lied to. We are now dumping Time Warner completely – PLEASE do not get sucked in as I did.

  26. User Score
    0
    Randy
    December 8th, 2014 at 6:16 pm
    4 people found this review helpful!

    These are the worst customer service people I have ever experienced. The bundle sales rep gave an over the phone cost which customer service could not find after I received a bill for 40% more than quoted. After many hours on the phone no resolution was made and promised call backs were not received. I only received threats of high charges if I attempt to cancel. DO NOT SIGN UP

  27. User Score
    10
    frank
    November 17th, 2014 at 10:50 pm
    4 people found this review helpful!

    There is no doubt that some of you have legitimate reasons to be upset. Reviews sometimes can be misleading though. The service is great. I’ve had my alarm system with TWC for over a year and I could not be any happier. Their internet is one of the best in SoCal so I have no problem bundling. It is really easy to install since it is mostly wireless. I truly enjoy it.

  28. User Score
    0
    Richard
    November 9th, 2014 at 5:53 am
    5 people found this review helpful!

    The worst service ever i have encountered. As of now, i am looking for somebody to fix my home alarm system coz its not working anymore and when i called them to fix their mess, they told me im no longer a customer. From the Store in Saratoga weber to customer service, they keep on giving excuses. If i were you……DO NOT USE THIS COMPANY….YOU WILL REGRET FOR THE REST OF YOUR SERVICE…..

  29. User Score
    8
    Caressa
    October 31st, 2014 at 9:40 am
    2 people found this review helpful!

    No complaints!!! The installation was great and the customer service in Oahu was outstanding. Schedules changed due to remodel several times and Oceanic was more than accommodating. Alarm has been accidentally set off 3 times and I am amazed at the quick response time and they’re on the mainland!!! Cameras are awesome and the remote on/off light capability is genius.

  30. User Score
    1
    Diane Batchelor
    October 20th, 2014 at 9:20 pm
    2 people found this review helpful!

    I can’t believe the lack of communication between departments. I returned equipment to a mall store. I have the receipt in hand with a Receipt number on it.
    Received my bill still being billed for the DVD Box $12.95. Called billing gave them the receipt number, they cannot find my receipt in the system and they cannot contact the store where I returned it. We did what we were supposed to and now they want me to take more time to copy the receipt and fax it in. Receipt number should have a purpose. If nothing else but for TWC to audit its returns. Does anyone audit to see what receipt numbers are never reported? What happens to the equipment that is never reported returned? We are not cancelling our service yet, just downgrading. We were told we will be billed for this returned equipment when we cancel our service. Guessing the receipt is one that fades with time so we won’t be able to prove anything was returned. For such a supposedly high tech your systems and customer support-SUCK, and I hate that word but it is the only way to describe your terrible, terrible system.

  31. User Score
    8
    Jacqueline Simpson
    October 19th, 2014 at 8:01 pm
    1 people found this review helpful!

    I have had TWC Security and have always been satisfied, but there was an incident yesterday, Oct. 18, that was wrong. My Grandson accidentally set off my alarm. He put in the code, but was having trouble remembering the word to use. By the time he said

  32. User Score
    0
    tim
    October 16th, 2014 at 1:21 pm
    3 people found this review helpful!

    I spent an hour and half trying to lower my bill. Was told they would give me a great deal. They lowered it by $4.00 dollars. I wasted 90 mins for $4.00.Waste of time.The service stinks. Service out more than on. Worse than dial up.Dont waste your money.

  33. User Score
    0
    geoffrey
    October 7th, 2014 at 1:48 pm
    1 people found this review helpful!

    Time warner installed an intelligent home system with smart phone controls. It has been an absolute fiasco. They had to come out three times to install and system was not installed according to what was ordered. They unplugged a freezer to install their system and ruined about $200 of food. Then they left all of windows in my house on the first floor unlocked after “testing” the windows. So my windows were all unlocked for a full week with small children in the house. Last but not least they installed a thermostat that is supposed to be controlled by their system, but it didn’t work. My family went without needed heat and we had to stay in a hotel. I put 4 calls in to their so called technical support for assistance and still have not received service or even a call back to let us know what is going on. And that is after being on the phone for over 4 hours with them. NICE. In summary, Time Warner intellegent home customer service is unacceptable on any level and once it is installed it is impossible to get serviced. I would choose ADT or another system if I had to do it over. This is the most unorganized company I have ever had to deal with.

  34. User Score
    1
    Teronda McNeil-Hewitt
    October 3rd, 2014 at 2:59 pm
    0 people found this review helpful!

    I have had four service calls because the service is not working properly. 1) My system says network lost which means nothing is getting to the monitoring center. 2) Because the network is lost I can arm the system just to scare off burglars but it takes me 10 minutes to disarm when I enter the home meaning the alarm is blaring. 3) The service disconnects in storms which is why I have had to have four service calls 4) Technicians have no idea how to fix the problem and are rude. 5) I should have stayed with ADT. I was intrigued by the cameras and ability to monitor online. This is a wasted product and I am filing suit to get out of this ridiculous 18 month contract because it has never worked properly.

  35. User Score
    1
    Christopher farricker
    October 1st, 2014 at 8:57 pm
    0 people found this review helpful!

    Aweful. Had police at house 11 pm guns drawn second day of service… Scam… Nothing done to fix problem especially with billing. Returned equipment.

  36. User Score
    5
    Gerard Roy
    September 30th, 2014 at 2:59 pm
    0 people found this review helpful!

    The system is fine for monitoring, controlling lights and thermostat but the security center has failed to call when the alarm has gone off. Also inconsistency with the app on android vs apple. The android does not allow you to pinch or resize the image and the apple version does? What gives?, get a better programmer. Also HUGE issue: The cameras are IPv6 so if you don’t have experience in how to set up with a IPv6 network (if you cancel your contract), you pretty much bought equipment you cant use and they don’t let you keep the joke of a touchpad.

  37. User Score
    0
    Matt K.
    September 29th, 2014 at 1:41 pm
    0 people found this review helpful!

    I would not recommend Time Warner Intelligent Home to anyone considering home security mainly due to the poor or non-existent customer service, dishonesty of the sales associate who sign you up for the service, and finally the shoddy equipment which is behind the times.

    To start, the sales associate who sells you your “package” will tell you anything to get “the sale”. You will never hear from that person again. When it is time for the terms of your arrangement to be fulfilled, the rep you happen to be talking to, will have no knowledge of the deal because they don’t see any notes on the system. Sometimes these reps will lie to you about things they will do for you. It is best you record and date any conversation you have with anyone from time warner for proof.

    By the way, the various reps have some creative first names that I’m sure they make up. Case in point: I spoke to a rep named “My” (she even spelled it) who promised to send an e-mail addressing my concerns regarding the price I was originally quoted to her manager but which has yet to be satisfied.

    My personal issue with Time Warner:
    I signed up for a custom package while comparing the various security companies. I decided to check out time warner because a friend recommended them and they had one of the shortest contract times (18 months). To get my business the sales rep promised me a decent package deal which would be billed to me with my monthly bill (time warner does not give you “free equipment” with a longer contract time). It didn’t take long for the nonsense to start. My first bill was nearly $1,000. Nowhere near the price the rep promised. The employee who was supposed to install the system came many hours late despite giving themselves a 12 to 4 PM window. I believe he finally showed up at 6 PM. I signed up in late April 2014. As of today, September 29th 2014, the package price I’ve been promised has still not been fulfilled despite to my many calls to time warner Intelligent home. I also have not received my $300 rebate Visa card I was promised at sign up because I pay EXACTLY what I’m supposed to and as a result my bill appears to be past due with the inflated package deal time warner still has not rectified.

    Recently, (on 8/28/14 and 9/8/14) I spoke to a rep named “Rudy” who states he sent an urgent email to the regional manager for all of New York State, “Erin” who is the only individual with the authority to approve credits to an account. Now “Erin” is a very interesting person if he even exist. Apparently he is the regional manager for intelligent home covering New York State with the power to issue credits to accounts, but he is never at work. Many reps I have spoken to since June 2014 have mentioned an “Erin” who is away on leave, was working from home, then he finally came back to the office in late August 2014 but he never seems to be at his desk, they always “just miss him”. The various reps always assure may they send their emails to “Erin” with high importance regarding credits due to my account. They even leave him sticky notes on his desk. But since April 2014, my issue has still not be resolved. I would love to have a job like “Erin”. No accountability, show up when you want, not answer e-mails, work from home….

    This is simply amazing. All the people without jobs in America, and this person in charge of NY for time warner intelligent home simply cannot or will not do his job. Hey, it’s good work if you can find it.

    Sorry for the rant, but in summation:
    While Time Warner Intelligent Home boast one of the shortest contract periods, the equipment and service is behind the times, the various departments do not communicate or pretend not to, and the customer service is atrocious. The sales reps will lie without consequence because the service reps you will speak to later will say, they don’t see it on the system, etc. Record all conversations with all reps for proof. Also ask them their names. Make sure you are in a state where at least one party consent makes it legal to record conversations (Like NY state). Look elsewhere for service. You’ve been warned.

  38. User Score
    10
    Jami
    September 27th, 2014 at 9:09 pm
    2 people found this review helpful!

    I have had nothing but praise for this system. I shopped around and found it had more bang for my buck. Once I had an issue with one of my exterior cameras, they came within 48 hours and replaced it for free. No big deal. Also, the have been very reliable at calling me if the alarm has been tripped.. And I LOVE the phone ap! I can view cameras from my phone and even set the alarm from it when I was away on vacation. Highly recommended.

  39. User Score
    0
    Winfred Morgan
    September 17th, 2014 at 3:02 pm
    0 people found this review helpful!

    What a mistake it has been to sign up for this service. Just like TWC services, this one is nothing to write home about.
    I am just patiently waiting for the 18 months contract to be over to get rid of this nightmare…

  40. User Score
    0
    Denise Bradley
    September 2nd, 2014 at 8:04 pm
    0 people found this review helpful!

    This service is not reliable. There were many instances where the camera lost connection, and would have to reboot. Customer Service is non-responsive. It took me 1 hour, 45 minutes and 7 call transfers to have the service cancelled. After it was cancelled, and the equipment picked up in person by a company representative, they sent me a bill for the picked up equipment!!!

  41. User Score
    0
    Jose Villa
    August 27th, 2014 at 1:18 am
    0 people found this review helpful!

    The worst customer service ever plus the system is garbage. Got a bill from the local police department saying they were dispatched for an alarm but the problem is there was no alarm because i was home. I had all the information stored in the portal and they still failed to admit there were at fault.

  42. User Score
    1
    Cindy
    August 26th, 2014 at 5:59 pm
    0 people found this review helpful!

    Should have read the reviews! Installed Intelligent Home (IH) on late may, worked flawlessly for 2 weeks then troubles keep happening, TWC techs have been in my house 1-2x/week for the past 10 weeks. from late evening to weekends!
    Their mobile App keep losing signal (i have an iphone) to the main touchscreen so I’m not able to armed/disarmed/see camera views. So many techs have tried different solution, from changing CAT cable, changing router, modem box, the last one was swapping the tablet. It worked for 10 days then it’s dead again last night. Reported them to BBB and still working with TWC. Lost so many times and hours calling 800#, waiting for techs appointments and aggravation.
    So far I’ve paid $800+ fpr equipments, I believe I paid for “aggravations” instead of “piece of minds” as what we should have paid for when buying/subscribing for security system.

  43. User Score
    0
    Robert C
    August 19th, 2014 at 12:49 am
    0 people found this review helpful!

    All of the previous reviews sum it up for me as well. Bait and switch. Scam. Terrible customer service. No supervisors. Any of the single reasons above should be enough reason to look away from Intelligent Home, but l was lucky enough to be troubled with all of the above. An absolute nightmare to deal with and now they surprise me with a $200 cancellation fee that wasn’t noted when I purchased OR cancelled the service. Just showed up on my bill to my surprise. For the umpteenth week in a row, spent over an hour trying to get a supervisor and the 5th sales agent finally told me a supervisor was no longer on the floor. Go figure, huh?

  44. User Score
    1
    Rene Hall
    August 12th, 2014 at 11:00 am
    0 people found this review helpful!

    I have had the WORST experience with these people. No one knows what the other is doing, can’t do anything without going through Intelligent Home..just crazy. They claim that you sign up get package and get visa gift card. This doesn’t happen…. They jack up the bill to hundreds of dollars, for months, fix some but your still left with HUGE bills and since the bill is jacked you don’t get refund. I would not recommend this AT ALL! It’s truly not worth the headache. You might as well let someone break into your house and steal everything you have got because essentially this is what TWC is doing……

  45. User Score
    9
    John D
    August 9th, 2014 at 3:39 am
    0 people found this review helpful!

    I’ve had the IntelligentHome system for about a year now and works flawlessly. Had a sensor battery replaced when I called it in. That’s about it. The IntelligentHome customer service dept is separate from the other services so when I called, there was a 2 minute wait. That was it. Happy with camera images and getting alerts to my phone when I’m travelling. Good system for the $$’s

  46. User Score
    8
    Mike
    July 26th, 2014 at 6:07 pm
    3 people found this review helpful!

    I guess I`m in a good area. Signed on to TWC signature service years ago and the intelligent home about 6 mths ago. They did a system takeover and added our storage sheds and installed multiple cameras.
    Everything worked right away and they had one small glitch with a sensor not showing up. They were supposed to come out one day but missed the appointment and came out next day and fixed issue. They gave us some free monitoring over the screw-up and have been happy since. No issues with alarm or TWC services working and billing issues have been next to nill in over 20 years with them so far in total. Guess I`m a lucky one after reading these reviews.

  47. User Score
    1
    Angel
    July 16th, 2014 at 5:19 am
    1 people found this review helpful!

    Time Warner alarm system is good for nothing… My food burned and caused all the smoke detectors going off and big noise throughout the house, I had to open all doors and windows. It took 10-15 minutes for the smoke to clear and the smoke detectors to stop beeping. Time Warner never showed up or sent for help. when I called after 38 minutes being on hold a very rude rep took my call and put me on hold. After 27 minutes wait I just gave up and hung up . How can you fight Time Warner the giant corporate beast??? I am UNDER CONTRACT. I have no other choice. I am safeguarding my home through cameras they put in until my contract is up and and I am free to go….

  48. User Score
    10
    Julia
    July 10th, 2014 at 4:22 am
    2 people found this review helpful!

    I really like my service. The security support and strive is much better than any other company I have used. I still cannot figure out the thermostat control, but overall I am very happy. I have Internet, TV, Phone and now intelligent home. I am always happy with TWC service, installers, and support.

  49. User Score
    0
    Shawn Rolof
    June 25th, 2014 at 5:28 pm
    0 people found this review helpful!

    My Intelligent Home is so dumb my stuff doesn’t work right if I have it plug in my internet gets slow I wish I never got suckered in this I wanted a piece of mind but I really don’t feel safe now Please FIX your Intelligent Home

  50. User Score
    0
    Rosemary
    June 12th, 2014 at 6:35 pm
    0 people found this review helpful!

    Time Warner Cable is in my opinion the worst in the country. Customer service is nonexistent. Have been on the phone every month because bill is NEVER right.Have them for 7 months because only cable allowed in Wake Robin Apts. Just got bill again instead of 130. It is 275. 66.99 for internet Was told no internet for 14.99 Now have been on phone for 3 hours trying to get it cancelled because of intelligent home . Do not sign anything with this company.

  51. User Score
    0
    Rita
    May 19th, 2014 at 8:02 pm
    0 people found this review helpful!

    This is the worst system and company I have ever had to deal with. Installed 10 days ago and still not fully working. Three techs have been out and each time they leave – the system is worse than before. Billing is higher than promised. Not able to speak to a supervisor. Everyone is reading from a script. I totally agree with all the other 0 ratings. I have lost more hours at work that I can count. This is an unbelievably poor process and I am so very disappointed.

  52. User Score
    0
    Tiffany
    May 2nd, 2014 at 8:21 pm
    0 people found this review helpful!

    I had Intelligent Home installed in January, and bought the bundle which included the Samsung Tablet. We have never received the tablet after multiple phone calls and they told us they would send out the verification code through the mail and never have. Multiple technicians have come out to fix the Intelligent Home system to only have the system fail again. The routers have been restarted multiple times to only have more problems and every time the router is restarted we lose connection to another camera. We called to cancel the service and to be reimbursed for the installation and the equipment and the representative was extremely rude and interrupted us multiple times when we were trying to rectify this problem. They wouldn’t let us speak to their supervisor and we continually get transferred to different departments and have to explain the situation again, to only get transferred again. I WOULD NOT recommend this system to ANYONE. This is the WORST experience I have ever had and I feel bad for those who do not realize what they are getting into.

  53. User Score
    0
    Stan
    April 25th, 2014 at 6:48 pm
    0 people found this review helpful!

    I called to set up the Intelligent home and they scheduled me for a specific date. I then get a call from the dispatcher with a different date. They changed the date of our install without even notifying us. That was a poor start so I canceled. A poor start is just a signal as to what is to come.

  54. User Score
    8
    Sally
    April 22nd, 2014 at 10:45 pm
    2 people found this review helpful!

    I purchased a basic system from a local electronic store, and after countless hours of trying to get it working, I gave up and gave it away. Recently, I purchased the TWC Intelligenthome system, and eventhough it’s initially pricy, they divide it up over three monthy payments which was great. It took the techinician all day to install, but he did a great job and made certain that we were happy before he left. He even made sure that we gained access to the website and we downloaded the ap on my phone, which is a great tool, I’ve used it several times already. There is only one issue I have, and that is the camera is fixed and cannot scan the area. If they were to add this type of equipment, I will buy it and then be happy.

  55. User Score
    1
    marie
    April 16th, 2014 at 11:26 pm
    1 people found this review helpful!

    do not, I repeat do not get Time Warner security system.I purchased the basic plan meaning $99.00 my contract says $99.00 rPlus 1 free camera. However Time Warner is billing me four hundred and fifty dollars. I have talked to so many people in order to fix this problem but no one seems to know what to do. Again this company is a rip off. go to Best Buy and buy your security system or called simply safe. my next step is to go to the Better Business Bureau maybe they can help.

  56. User Score
    3
    Mike L
    April 2nd, 2014 at 2:19 am
    0 people found this review helpful!

    System is now useless if it takes more than 500 pictures a day because they have just instituted a QUOTA!!!

    Instead of rewriting the photos at the end of your Que, as is the industry standard, the system just STOPS TAKING PHOTOS till the next day…

    A rep told me its not really a security system, its a life-style system!!!

    I told him the sign they gave says protected by Time Warner SECURITY…

    What a joke… Rendered a somewhat decent system into a useless and unwanted pile of crap. So sad.

  57. User Score
    0
    Michelle Lewis
    March 31st, 2014 at 2:32 pm
    0 people found this review helpful!

    I will never, never, never recommend this company to anyone for any reason under any circumstances! From December 2011 through today, this company has failed my family every single day with this so called “Security”. The only security I need right now is security away from this dreadful service! Never works right. You’ll get tired of calling and ultimately become so discouraged that you’ll just stop using it until the stupid contract expires. AWFUL!! Don’t go this route! Go with a company that JUST does security. This is not the way to go! Will be glad to be rid of this company and the ridiculous attachments associated with them.

  58. User Score
    5
    James
    March 22nd, 2014 at 8:07 pm
    0 people found this review helpful!

    TWC Intelligent Home package is a good deal if already a TWC subscriber. The security system works as advertised with some minor delays within the video. The negative side is that the sells department and their tactics should be rated below the BBB standard. I felt as if I was a victim of bate and switch when I received my first month bill. Three weeks after having the system I had to have a service tech come and troubleshoot as my cameras were no longer working. My decision to keep the system will soon be tested if this continues. I’d rather pay the cancellation fee then continuing to have negative experiences with the service, More to follow…

  59. User Score
    10
    c keller
    March 18th, 2014 at 7:15 pm
    0 people found this review helpful!

    I absolutely love my alarm and have peace of mind knowing I have it, my only problem is that when I agreed to order this it was supposed to come with a samsung tablet if I keep the alarm for 3 months, well I still have my alarm system but I never recieved my tablet which they said I would by valentines day. I wish someone would get back with us on that because I’ve been putting off getting a tablet and waiting on this one.

  60. User Score
    8
    rob
    February 17th, 2014 at 4:13 pm
    0 people found this review helpful!

    when we order the home security system we where told 165.00 with internet,phone ,tv.we already had internet,. all we did was bundle all 4. we order 1 key fob. we where shocked when we saw this page!!! the bill changed to 255.00 a month for 3 month, i called time warrner to see and ask to speak with a manager .surprise!! no answer !!! we called back and we got lucky and we got a good phone rep and he worked with us on the total cost.so we are keeping it.thank you to the phone rep!!!

  61. User Score
    10
    Jerry Roy
    January 20th, 2014 at 9:48 pm
    0 people found this review helpful!

    Service works mostly. The #1 pet peeve is the dumbest touchscreen you could ever imagine. What a POS. Oh BTW, ask them if you can USE the system you paid for when your 18 months is up? They take back the touch screen too. Good riddance

  62. User Score
    0
    YP
    January 13th, 2014 at 11:12 pm
    0 people found this review helpful!

    DO NOT BUY NOR FALL FOR THIS CRAP!!!
    I as many other have had a very VERY unplesent time with this security tablet. Its faulty !! 230 in the morning cops, firetrucks, ambulance come flying into my driveway. banging and kicking on my door. Literally through me to the ground and cuffed me in my own house. Why … they say they got a signal dispact and not knowing the emergency, all there services came. Tore my yard apart, and run over my water pipe line busting it. All in one the damages cost me 900 dollars, and they say the arent reliable to pay or take responsiblity for the faulty mistake. MY ADVICE TO ALL> AVOID THIS SCAM BY ALL MEANS. Try cpi, or edt. TWC has lost they minds think they can run something like this. AVOID THIS BY ALL MEANS> IF IT HASNT HAPPEN TO YOU YET> BELEIVE ME IT WILL AND YOU WILL BE IN MY SHOES!!!!!! “Pissed”

  63. User Score
    1
    Richard
    January 3rd, 2014 at 2:39 pm
    0 people found this review helpful!

    I was misled with this security package. First, the initial quotes provided by TWC salespeople were understated and misleading by a significant amount. I was quoted that the system would cost me $39 + $198 for 2 cameras.
    I was shocked when the numbers finally came in after initialization. I was charged $509.18 on my credit card.
    I questioned the cost and was misled again. This is a bait and switch scam

  64. User Score
    3
    George
    December 26th, 2013 at 8:04 pm
    0 people found this review helpful!

    Misleading!

    While being a long-term TWC customer, I was misled with this security package. First, the initial quotes provided by TWC sales people were understated and misleading by a significant amount. I was shocked when the numbers finally came in after initialization. We questioned the cost and were misled again.

    Second, the installation was one of the worst I have ever had; the technician (?) didn’t have a working drill, not enough fasteners, left cables hanging two feet from the basement ceiling, wasn’t going to caulk outside, and had difficulty trying to figure out how to do the wiring. I let him use my electric drill, step ladder, provided wire fasteners and ended up moving some of the wiring so it looked more professional.

    I would have expected such work from someone who showed up in an ummarked pickup truck in my driveway.

  65. User Score
    10
    Gini
    November 26th, 2013 at 8:21 pm
    0 people found this review helpful!

    We are 100% satisfied with this system and love the ease of use from the touch pad, wireless pad in the bedroom and phone app. The package bundle with what we already had makes our monthly bills less and we got faster internet modem and an additional box for another TV. There was a problem in the beginning because our wireless system was on the same zigby channel. The guys came out again, figured it all out (a new problem for them) and got the channel changed so it works smoothy now. Installers were great and informed. This system is new to our area (we are rural) but I would highly recommend!!

  66. User Score
    4
    Beth
    November 14th, 2013 at 4:55 pm
    0 people found this review helpful!

    We’ve had nothing but problems with our system. Would NOT recommend. We had issues immediately after install and I couldn’t get anyone to come out. When they finally did come they found the touchscreen was in fact faulty and replaced it. We have connectivity issues regularly; can’t always arm/disarm or check cameras from phone ap. Right now the thermostats are malfunctioning, requiring yet another service call. It’s been a headache.

  67. User Score
    10
    Shane
    October 26th, 2013 at 3:02 am
    1 people found this review helpful!

    GREAT SYSTEM!! I was with ADT, it was the worst system I have ever had. TWC came out and installed the new system. I have had it a month now and have had no issues with it. The cameras are great and easy to see on your phone. The auto light are great.. The Web site to set you personal settings is easy to work and you can do anything on it as far as setting up times and dates for your alarm system to set or lights to automatically come on and off. This is a great system and would tell anybody to go with TWC.. You will be happy with all its function and personal settings…

  68. User Score
    10
    amanda seneca
    October 20th, 2013 at 10:42 pm
    0 people found this review helpful!

    i love the package i got but i still cant get how to set my alarm from my cell phhone for when im away from my house

  69. User Score
    1
    Fran Kibelbek
    September 24th, 2013 at 8:13 pm
    0 people found this review helpful!

    The service is a scam. In order to get the $33.99 per month, you are required to have TWC internet. The issue is that I have had techs out on multiple occassions and they are unable to get the internet working at my home. Once connected, I am put back to a sign on screen that requires me to go through opening a TWC email account and “accept” a myriad of terms that I do not agree with. TWC will not help. I am more than willing to pay the $33.99 per month, but I refuse to pay a $1 more for an ISP that doesn’t work. There appears to be no amicable solution.

  70. User Score
    9
    BillB
    August 24th, 2013 at 2:32 am
    2 people found this review helpful!

    I had signed a contract with Protect America (see separate review) that was going to cost me over $700 in upfront equipment costs and $53.99/month when I spoke with someone using TWC. His experience and the difference in the monthly cost led me to send back the Protect America equipment package unopened and to cancel that contract. TWC’s installation was free, and the tech(s) spent almost 5 hours here setting things up for the best possible coverage. I really appreciated their on-site evaluation and suggestions for placement of sensors, smoke detectors and cameras. They explained and tested everything before leaving. While the upfront cost for equipment wasn’t cheap, neither was the package from Protect America, and PA didn’t include equipment that was as sophisticated as the TWC gear. I was also able to spread the payment of the equipment out over three months. The fact that the contract for TWC is only 18 months and the monthly fee is a flat $33.99 (if you have any other cable service from them) made this a no-brainer. My system has an iPhone app for complete control and internet access from anywhere.because it is broadband based with cellular backup. PA’s system was going to be just cellular. I’ve been impressed with the monitoring service so far, and their customer support has answered any questions I’ve had. I’m not sure why the raters only gave TWC a 6.1, but I’d rate it a lot higher. (See my review of PA.)

  71. User Score
    9
    Mark
    May 24th, 2013 at 5:06 pm
    1 people found this review helpful!

    18 month contract when I signed up.
    No Charge installation, you just buy the equipment you want or are looking for. various packages include different equipment at a discount. I purchased the lowest then added a few things to it- the sales person even threw in a free lamp controller. So far I’ve had it for over a month and love it! I have camera’s, and can control and view everything through phone app or web while away. and the monthly fee doesn’t go up as you add things (ie remote control or cams) which was the biggest plus for me. Monitoring is via broadband with cellular back-up. I’ve tested both with very good response time from the monitoring center. The ability to monitor all goings on at home has been perfect and better than expected. I always know when anyone comes or goes. Highly recommended and the touch screen is awesome!
    Going to order an additional camera (which they will install at No Charge) in the next few weeks.

Our Score
6.7
User Score
3.6
Rank this Company
Ratings Breakdown

Price

Basic monthly payment
$33.99

Up-Front Costs

Activation, Install & Equipment
$199

Technology & Equip.

10/10 = BEST
9

Contract Length

Total # of months
18

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
46 Years

A-

Customer Support

Good, Bad, Limited
Limited

Number of Reviews

User reviews here on BHSC
71

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Review Last Updated: April 21, 2015

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Real Reviews (yes they're real)

With so many home security companies out there, and a lack of sites willing to bring you the HONEST breakdowns of each company, what source can you turn to for the real information you can trust?

We are dedicated to bringing the truth out, and rank home security companies as they should be. Through our investigation, and experience with each company, we rank each company, and bring you our honest, unbiased opinion. We also include authentic user reviews by past customers of each company that are moderated and verified.

Like many sites, we are compensated through affiliate relationships with each company we review, however all of our rankings are based on our 9-Point Ranking Criteria.

All reviews are subject to moderation and approval. Any reviews that may resemble false information, or competitors of another company will need to be verified by our staff before being approved and published. We reserve the right to approve or deny any reviews left on this site.