Time Warner Cable Intelligent Home Reviews

I stopped service for a while and when I called to reconnect I was told they no longer offer Intelligent Home! I paid $300.00 for cameras that are useless!

THE CAMERAS don’t record ANYMORE..USELESS UNLESS YOUR PSYCIC!

Techs smarter than calling 800 numbers to reach snotty reps in retention dept if you want to cancel that’s it don’t try to keep customer now to late!! In addition if your prior Internet customer of theirs at $95 a month alone not worth it to have home security. They require their Internet but any other alarm company is able to use any Internet so use their Internet if you already have it N in contract hire out a different security company cause if you cancel Internet you lose the security and get them coming to your home on a Sunday unannounced to collect equipment. Keep your paperwork contract and know exact what u purchase or they will slap you into credit bureau. Just an outrageous company overcharged illiterate phone reps!! GO AT&T!

The screen just went off by itself

TW/Spectrum’s Intelligent Home is an unreliable system. The entire point is remote access and the ability to monitor from afar. This only works from afar when the broadband is working. If the broadband goes down or otherwise requires “rebooting” and you are unable to reboot the system, your ability to remotely monitor is disabled. My experience has been too frequently required rebooting hence unreliability. I’d rate the system as a 4+. out of 10 possible.

I am a former TWC/Spectrum Employee. When I left the company, I switched over all of my services to AT&T Fiber. The only service I kept was “Intelligent Home.”

When I called Charter to cancel the rest of my services, they told me that my “Intelligent Home” would not work on another ISP. However….when I told them it has been working just fine on AT&T’s fiber for more than 6 months, they begrudgingly told me “Yes, it will work just fine on any other ISP…..”

So, fast-forward about 1 yr. The only service I have from TWC/Charter/Spectrum is their “Intelligent Home” Security Offering…and it has performed flawlessly ever since.

Disclosure: TWC/Charter DID used to require a seperate cable-modem for the system to work properly. However, since about 2012, they no longer have this requirement. Instead of a cable-modem, they provide you with a very “locked-down” Netgear Router. As long as that router can reach the internet, you’re good to go. (Additionally, you’ve got the GSM Cellular back-up as well…)

So….in conclusion, if you can get a good deal on install, like I did, then you only need worry about the $39.99/month monitoring. Because, again, you DO NOT NEED TWC/Charter/Spectrum Internet in order for the system to work, 100%. They may TELL you that you do…..but that is incorrect info. Believe me, I know, I worked for TWC/Charter/Spectrum for over 10yrs.

Spectrum is overcharged monthly rates and I bought $250 value camera and home security system when I cancel the service not able to use it. They are saying only will work their internet modem not other providers and they are charging early termination fees $95 for intelligent home.

If I buy camera from Nest I am able to use any internet providers. Also, Motion detectors and Door sensors not work anymore, too.

When I had the alarm system installed they told me all the equipment was mine when I cancelled including the touch screen, but now are asking for the touch screen back. They need to specifiy that it is not part of the equipment package.

Also, the installation was horrible and the door chimes continued to fall off constantly after installation. I had to reinforce them on my own.

They have tried to fix a problem I have for over a year and now want to charge me to come out and fix it.

My experience with spectrum has been a nightmare.. My home intelligent system never works service techs has been to my home on several occasions to resolve issue however within a few days the system broadband is still down.. I started off with time warner cable over 15 years ago sad to say I am cancelling my services with the company . My bill is well over 200 monthly and I only have the basic cable serviceeshas gone up over monthly since spectrum has taken over. I’m done.

I’ve had the intelligent home for 3 years now, and I love it. never had a issue and when I had a battery go low on one of my sensors, they sent me a new one with all the tools necessary to do it. I didn’t even know that the battery was low. so thanks for that.

They charged our credit card for services we did not agree to. We canceled this service 2 weeks before it was to be installed. They refuse to give us back our 199.00. Every time I talk with someone they assure me the money will be returned, and then they DO NOT!!

Do not use this company!! They stole our money!!

Time Warner sucks, I spent almost $1000 on a system and the cameras work only intermitantly at best. And professional installation? What a joke the jerk who installed my system was rude to my wife and the cables he put in came out in the centers of my walls. A blind man could have done better. When I complained to TWC they totally blew it off.

We have had intelligent home for several years and it works just finr!Their service people and their installers were great!!
Thank you!?

We have had Time Warner Intelligent home for over three years and are fortunate enough to have not had but 1 alarm go off. Unfortunately we were out of the country at the time and did not have access to cell phone service. The alarm was set off by the motion sensor. Time Warner called us and left us a message….that we did not receive for 4 days being without cell phone service. When we returned to the states, I got the message and immediately called Time Warner. I was told since I did not respond with instructions, they reset the alarm for me. What is the urpose of having an alarm system and paying to have it monitored if they are only going to reset the system? Shouldn’t they have called the police within a couple of minutes of not hearing back from me? This doesn’t make any sense to me.

I’m having a problem with my system. I was told by customer service just to leave that part of the system unarmed until they can get out to fix it. It’ll take 24 hours for someone to call me back, just to make an appointment.
My motion detector is saying there’s motion in my hallway. I hope not. I’m home alone and I’m in bed. It’s unnerving.
Customer service says to disregard the motion detector. He’s telling me, sometimes when there’s too much motion during the day, the motion detector will continue to sense movement during the night. (Does that make any sense ?)
I live alone and I work all day. How much motion can there be that the sensor continues to tell me there’s movement in the hallway, 30 minutes after I’m in bed.
The customer service agent acted as if I was disturbing him. He didn’t like the fact I asked questions and didn’t accept his lozy answers.
I got this system for peace of mind. To help keep me safe. Now I’m told to ignore the motion sensor. How scary.

Taken from TWC’s policy. Such a waste.

4. You Must Protect TWC® Against Third Party Claims, Including from Your Insurance Company and Including Claims That We Were Negligent
Your Duty to Protect and Indemnify TWC®. The Intelligent Home Service and our Customer Agreements, including the Addendum, are intended only for your benefit and the benefit of the members of your household. If a third party (in other words, someone not subject to this agreement), which could include your insurance company, makes or brings a claim against us related to the Intelligent Home Service, the Equipment or the Software provided to you (for example, claiming that they did not work correctly or that TWC® was negligent in providing them), or based on a breach by you of the Addendum, you will protect and indemnify us against such claim. This means that you will hold TWC® harmless, defend us (at our exclusive election), release us from liability and reimburse us for any losses or damages that we incur, including reasonable attorneys’ fees and costs, as a result of such claim.
Regardless of Basis of Claim. Your responsibilities under this section of the Addendum cover any Dispute brought by any third party, including your insurance company, whether arising under contract, tort (for example, a negligence or product liability claim), violation of law or regulation or any other legal theory. However, your responsibilities do not apply to Disputes based on injuries to third parties or to their property that occur while our employees or agents were on your premises and which were caused solely and directly by those employees or agents.
EVEN IN THE EVENT OF OUR OWN NEGLIGENCE. YOUR DUTY TO PROTECT AND INDEMNIFY TWC® APPLIES EVEN IN THE CASE OF TWC®’S NEGLIGENCE. YOU WAIVE ANY RIGHTS THAT YOUR INSURANCE CARRIER OR OTHERS PURPORTING TO CLAIM THROUGH YOU MAY HAVE AGAINST TWC® (WHICH MAY BE REFERRED TO IN LEGAL DOCUMENTS AS RIGHTS OF”SUBROGATION”).
False Alarm Charges. If we are required to pay any fines, penalties or other costs as a result of a false alarm at your premises, you will reimburse us for such costs, including reasonable attorneys’ fees. If there are repeated false alarms at your premises, we may terminate your Intelligent Home Service “for cause.” If we notify you of a malfunction which results in repeated false alarms, you will disconnect the Equipment until the malfunction is repaired. This may result in an interruption to the Intelligent Home Service.

Constantly off broad band for no apparent reason. Emails notifying you the system is off broadband, text messages stating the same. Shouldn’t TWC remotely fix the problem? I should have been employed by TWC part time as I was always rebooting the system. Cancelled the service, looking for a better option.

TWC/Spectrum has the worst service. I had the security system for 4 years, and it was down more than it was up. Finally, after 3 months of no service, and no help I cancelled. Now I have all the security equipment that is useless. DO NOT BUY

Does not work very well first the installer told us that we had 30 days to cancel not we hold 3 days its not worth the money I had the camera outdoor everyone had to be change out they do not last one did not make it two weeks its burn out the service man said they would be sending a new its been three weeks no camera and no phone call there stuff went back to them today i had the service for just over a year go somewhere else for a home security

Customer service is abhorrent. Appointments get cancelled and made without our knowledge or consent. Speaking with customer service results in having to deal with obstacle after obstacle. Appointment that was made for three weeks ago has yet to happen. Have never been so frustrated with a company.

I dont think its very fair that you charge your valuable customers a $99 reconnect fee. The reason why i cancelled with you guys is because no would come fix my alarm. They would send people out to fix it while i was at work. Now the only reason why i want reconnect my services is because i like the price. My services have been cancelled alittle over 2 months.

Unreliable even on TWC. Has over 10 sec lag time. Only one camera records. Constantly buffering. Spectrum will not support the IH product.

These system is awful it is wifi based does not always work….I own cameras that I can not take with me to other companys. They take the monitoring screen back n they cameras are useless. It was a complete waste of money on my part. The prices are outragious you have to use Spectrums WiFi services for the system to work. They trap you completely. Thank God we were smart n left them….your better off With DVR system every 10 days the data is lost it wont store footage so you can go back n look at the features

I called to question my bill and they simply said ‘return the equipment’ then hung up.

We’ve had TWC (now Spectrum) Intelligent home for several years. It as expensive to set up and nowadays there are better options for an intelligent home system. The touch pad from Spectrum is actually quite good and easy to use with lots of information. The apps for your phone/mobile device are also easy to set up and use.

The alarm system itself is adequate. You can control the system from anywhere in the world where you have Internet connection. If someone is coming to your house, you can give them a temporary code to get in and you will be notified by text when they arrive and when they depart.

The Intelligent home thermostats are a different story. They are old and clunky. You cannot program them to turn on or off at specific times. The maximum temperature for air conditioning is 86 degrees which is too hot if you’re home …. but if your leaving for several days and want to keep the house at 90 to lower a/c costs, you’re out of luck (we live in the desert where daytime highs are often in the 110 range). Furthermore, the phone app only works occasionally when raising or lowering the temperature from a remote location (or even within the home). You’ll lower the temp from 86 to 78 when returning home, only to arrive at home and discover it never changed (even though the app says it did).

Overall, I would not get Intelligent Home from TWC/Spectrum now. Several years ago when it first came out, it was cutting edge. But they have failed to keep up with the technology.

All away around, horrible cameras and a waste of money. Here’s to all burglars…the crappy nighttime image, double image from window reflection, not weather resistant for outside eve installation, small viewing radius, and intermittent video viewing will allow you to wipe out a house with little worries of identification. I cannot even view my pet sitter or contractors come and go because of the long delay and delay in video while viewing remotely. Thank you TWC for taking my $300 for cameras and making me feel as unprotected as if I had not installed tour crappy cameras at all. Even tour Tech guys agree that they are laughable and won’t even use them in their own homes even this they’re free to them. These were purchased 18 months ago and they’ve had no upgrades.

An absolute nightmare! Stay away from them! I FINALLY get rid of this system tomorrow and this is after they were trying to add an additional month to contract. Luckily I had documentation of when installed. System is just sorry, and once I paid equipement off and expected to have a lower bill then Spectrum raised my cable, internet, and phone rate along with dropping channels from lineup and I RARELY can even get 100Mb/s download (wired or wifi) when paying for 300Mb/s. This of course sends (un)intelligent home into a spin. Cameras don’t do what they claim. All but useless. Also, you make any changes to your other Spectrum services you have to go through a special number to (un)Intelligent home and they mess things up more often than not. I can not say one good thing about Spectrum or any of their services.

I have been very disappointed with the quality of service. First of all their 24/7 monitoring is always going off-line. Also as they note you must have their cable service. Since Spectrum has taken over the price for everything has jumped almost 50%. I decided to go with another security service and as I was taking down the sensors I discovered they were not only screwed to the wall but also glued. This resulted in some very ugly gouges in the walls. If you want home security keep looking. There are several highly rated services that would serve you better than Spectrum/Intelligent Home.

Phone app not connecting yet once again and customer service rude. No attempt to try and fix unless I was able to go unplug equipment while I am not able to at the moment. No offer of a credit for having limited to no service for a week until they take thier sweet time getting someone out to fix it.

This is the 6th time in as many months there have been issues and I will be canceling my service for a company that actually values my business and has technology that actually works.

My home carried TWC for nearly ten years and offered me a chance to upgrade service by getting security on TWC as well. I wasn’t under contract and would get a price break. However, there were $750 in hidden fees for yet another installation, and then TWC changed to Spectrum and would not honor any of the agreements, and the cable speed dropped while my bill that was promised to drop down to $125 for bundle, that tripled at $275 per month, and the speed was not being met. I was told it was the rented modem and router, and after spending several days trying to fix, a cable guy came in and changed the gear, and told me that I had extra boxes I didn’t need but am having to pay for, so asked him to take back to reduce my rate. He took the box but did not amend and I end up owing for that as well. This is an unethical company. Most the time my security camera would not work because the system was down or the router was defective, and I’m paying rent on all the gear and having to pay extra to make faster cable speed. So as TWC, now Spectrum, did not honor end to provide service, I brought all the gear back and terminated account, yet IntelligentHome hits my credit rating with false report of me owing an additional $200 for termination fee. Guys, they stole an extra $250 from me each month after stealing $175 in gear and not providing quality service. I ought to sue is what I ought to do. In all, this company has cost me a loss of $1,000 and false sense of security when system was never functional under IntelligentHome. Look elsewhere. You will have more money and better security without IntelligentHome.

Tried to get additional security with cameras; could not reacth anyone……./over a period of 3 days was transferred over and over. Today, I am trying to cancel my Intelligent Home, and have now been on hold for 14 minutes!

system was always failing and customer service was a joke. hope all of you take heart and listen to the reviews. You have been warned.

Ive had Intelligent Home for 3 years now. I have a feeling most people’s issues with it are lack of knowledge. This system works perfectly fine. No camera has EVER gone offline as far as I can tell nor has any sensor. One of the cameras are pointed at the driveway, we have a big house so we use it to see whos home, ive checked it at all hours during the day from work and night time when on vacation, never an issue. The system has a lot of customization for alerts, you can set it to tell you the basics like when an alarm is tripped or when the power goes out or for more custom occurrences, like if a certain door is opened after a certain time or if it isnt opened by a certain time. Great for knowing if kids leave in the middle of the night or if they dont come home from somewhere when planned. My only issue has been with customer service for the alarm portion. Everyone gives you a different answer and certain account changes have to be made by I.H. support, not TWC normal customer service. It was a bit bumpy in the beginning with what I as given with what I was promised, after a few rough conversations, they made it right. Its a shame to see they no longer offer new subscriptions, Ive spent 3 years talking this thing up and had a few people (who are also very happy) sign up. The only other negative I think would be the upfront cost, I spent almost $1000 on equipment and additional sensors are $69 but can be found on Amazon for $25. The door locks are another pain point, $300/ea and only from Best Buy. But like any smart shopper, I did my research before buying, I knew what I was getting into.

Note that Time Warner is now Spectrum and the relationship that Time Warner had with Intelligent Home is not promoted or offer in their current portfolio of services and products. That being said, my experience was not positive and regret having done business with them. Not trustworthy, or accommodating in any manner. Avoid this at all costs.

Brenda McDuffie constant issues with being offline no broadband promised $200 gift card but I didn’t receive it. Loop hole I was penalized for being late on Internet bill prior to upgrading to phone cable and intelligent home. I will be downgrading to Internet only. Kicking everything else to the curb. In the market searching for other security systems providers forget cable…there are cheaper options. These clowns have the nerve to send certified letters when you are late but mind you they bill 1 month ahead. I have had it after being called 900 on a Saturday morning to collect a debt when the product quality is poor.

Someone broke into my vehicle parked in the driveway. When I went to retrieve the footage from my monitors I was advised that I only have Live monitoring only. Very dissatisfied.

Please do not buy this system. Super slow and poor quality you will only be able to see what ever you need to see if the target does not move for 10 seconds on average. I called time Warner and their answer was that that is best their system can do. This is pretty sad considering we live in 2017 and $35 wifi camera will give you HD quality and speed and you can buy them pretty much anywhere without paying monthly.
I am truly disappointed and will never recommend this system to anyone.

6 cameras at 150. each. Needed video image for intentional overnight damage to vehicle…the cameras were “offline.” Cameras had not been recording for two months! I was told to check online status frequently. After the first incident, eggs were thrown onto my neighbors car parked within range of my camera…embarrassing to have to tell my neighbor that the camera was once again offline. Agin I was told to check for online now status daily. Really??
Went to bed one night after checking and confirming online status, by morning someone had intentionally moved things around on my porch (by now the neighborhood must know that my cameras are not reliable) I knew that I would catch it on 24/7 but no, it went offline at 2:am.
I hate TWC, their solution…” Cancel the service” sure REFUND me something.

Awful security system. Constant equipment failure.. I pretty much have someone at my house once a month to fix failed sensors .Customer service is not great..They call you from the same number that an alarm is in progress call comes from If there is a problem with the equipment. Several times I have left work meetings because home security is calling, and I think that my house was being robbed. Only to find that once again they were letting me know that I have a failed sensor. The sensors should not fail as often as they do. Save your money and time and invest in a real home security system.

when this system was installed, I was promised a $200 credit, which I never received. They did not install the thermostat, so I had to hire an electrician, and at the end of the lease, they insisted that I return all of the equipment, although they specifically told me in person that all the equipment was mine to keep. Shame on them for scamming an older lady, breaking promises, and illegal marketing.

So after 18 months of monitoring, I was told I could cancel and still have my equipment, but was never told I will not have the key pad, which is key, the system is no good without the keypad. Why pay over $800 for a system that is no good to you without the key pad. Beware! Go with CPI or ADT but not time warner. Their system is no good if you try to leave to another carried, it can only be monitored with time warner internet and they will take the key pad.

I had Them install a security system along with 2 cameras back in March ’16. I’ve had 3 service techs out because cameras would just stop recording. They came out & replaced some equipment, while out there the service tech said this equipment is junk & they no longer install it. Had someone attempt to break into my truck which was in perfect view of camera & when I went to look at video, guess what???? It stopped recording 8 days prior. I’ve made 3 phone calls to terminate service & they won’t waive termination fee. All I hear is that I’m responsible to honor the contract & I keep telling them that they also need to honor it by supplying functional equipment. I will be contacting attorney general & NY Public Service Commission

Have been a customer of twc security for almost 20 years when they had legacy hard wired systems with sales man that came to your door. Boy have times changed when intelligent home security took over . The most unreliable security and customer service is not much better. I invested over 2000 in equipment and cameras to have an issue at my house where I was robbed and the aystem malfunctioned. Beware of twc intelligent home as they need to just focus on cable and call it a day. Very unsatisfied customer !!!’nn

Avoid ordering Intelligent Home Security as it is contracted to the worst Internet Service Provider, Time Warner Cable now Spectrum. My family had a previous bundle of $85 for Internet, cable and phone but when baited to upgrade with Intelligent Home, was told the 4 bundle service would cost $120 for next two years. That deal was never honored and I was forced to pay DOUBLE that instantly but told all the while the quirk in billing would be researched and repaid with credit. Not the case. I was fed that line for six months as TWC Intelligent Home drained my bank an extra thousand…. four hundred for installation I was told previously was free along with an extra $130 per month. This was apparently due to Intelligent Home needing high speed Internet the premium package I was paying on was failing due to junk outdated devices that cut speed down and force user to invest in an additional ‘power booster’ that turns out was never needed when installers are coached to not feed Intelligent Home directly into modem but cause lag for additional need to rent booster, tacking on an extra $10 per month for obsolete and unneeded equipment which too also results in below standard speed.

I am intending to sue to get my money back if Spectrum Time Warner Cable does not reimburse me the $1,000 it stole from me. I have done everything possible to communicate problems with service to Customer relations but after spending five hours (5 HOURS!) on phone with a dozen dropped calls after holds and switch arounds, I ended it with Spectrum TWC Intelligent Home as there is no accountability on their part but lots of guaranteed run arounds. This company is only looking for suckers to punch their banks. Don’t let them abuse you.

We have new services and security with local Mom and Pop companies now. We pay a tiny bit more but ultimately save money and have guaranteed working service whereas with TWC Spectrum Intelligent Home had nothing but defect and failure.

Camera fails constantly. You are forced to reboot all the time or system failure. Thus the point of it securing your home when away is an issue

Alarm is decent. Have not had any real problems with it. The cameras on the other hand are not. The cameras themselves are basic. Dont move at all. They are color and have night vision. The network they are on for recording is garbage. The equipment they install in your home fails regularly. I have to check weekly to ensure they are recording. I did. Ot do that for the first 3-4 months and they had not recorded anything. Thankfully, I had not been broken into. If you have this system, dont waste your money on the cameras. Go get a camera system with a dvr from a walmart. It will work better than this.

I have had Time warner home intelligence for the past 24 months and disconnected on the spot after calling customer service this morning with an issues. The customer service provided Time warner is lack luster. We just had our windows replaced so I called to set up an appointment to have them come out and check the sensors after the window install. I was greeted on the phone with a customer service representative that I could not hear. I ask for the individual to adjust their microphone, he sounded far away, to hear better. I was shocked that the way the customer service representative answered, “dose this fit your needs”. Now that I could hear, the conversation began with me explaining my windows were replaced, the window installers recommended that the alarm company come out and check the sensors, and please set up a dispatch. It took 10 minutes for the customer service rep to understand what I wanted to accomplished. All through the conversation his main word was “COOL” after each sentence. No sure if he was high or just had a limited vocabulary. The service representative stated that it will be 19.95 per window for the technical to come out and install sensors since this is out of scope for time warner. I didn’t remember anything about asking for sensors to be installed. He did end his sentence asking if this was “COOL”. I requested to be escalated to a manager, the service rep stated “COOL”. Then transferred me to a department that labeled them selfs as “leadership” department. I asked the individual three times if he was a manager, twice he stated hw was assigned to the leadership department. Finally on the third attempt he stated he is not a manager, he is part of the leadership department who handles my type of call. He also stated that managers never take phone call from customers. That was it. If a company does not take customer service seriously, and mangers do not have time to speak with their customer, then I believe they do not need my business. I stated to disconnect my service now. The “leadership” customer service rep had difficulty understanding this concept. Finally he disconnect. I do not recommend time warner for alarms systems. Customer service has always been spotty and not very helpful. The service it self has been good but not worth the headaches of the customer service department. Their are other company’s with great customer service philosophy and excellent service. Time Warner is not that company. As in the words in the Time Warner Customer Service Rep this ain’t a “COOL” service.

Changed from my dead husband’s name to mine and I am still waiting for them to connect service. I will be waiting 10 days. Nothing is going to be changed at all but they said they have to come to the house. I feel this is unacceptable.

Camera is just for looks, I’m an employee for the company and I was unaware that this video system does not record. It’s only to monitor to see who’s at your front door. Or around your home. Some advice is get your own setup at home and don’t dump your money on this wannabe security company. It pays my bills and I’m good at my job other than that I don’t shove things that are unnecessary. I’ll be switching my surveillance services soon