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#21
time_warner

Time Warner Cable Intelligent Home

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
7.0
User Score
2.8

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Our Score
7.0
User Score
2.8
Rank this Company

Ratings Breakdown

Price

Basic monthly payment
$39.99

Up-Front Costs

Activation, Install & Equipment
$99 - $199

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
18

Cancellation Policy

Can you cancel contract?
Fees May Apply

Moving Policy

Can you move with system?
Fees May Apply

Number of Reviews

User reviews here on BHSC
130

This Review is maintained by Chase Sagum

Review Last Updated: January 4, 2017

Time Warner Cable is a well-known cable TV and internet provider that also offers a range of smart home security and automation packages. Time Warner gives customers access to professional installations, state-of-the-art touchscreen panels, 24/7 monitoring, and video surveillance. However, these features come at a price—the upfront cost of a Time Warner home security system is relatively high compared to what other companies in the industry typically charge.

The Good

  • Shorter contract lengths
  • State-of-the-art touchscreen panel
  • Broadband monitoring with cellular backup
  • Indoor or outdoor video surveillance
  • Professional installation
Shorter Contract Lengths

Time Warner Cable’s contract length for home security systems is 18 months, which is considerably shorter than the three to five-year contracts required by many other companies in the industry.

State-of-the-Art Touchscreen Panel

Time Warner is very transparent when it comes to providing potential customers with equipment and pricing information. All packages include an in-home touchscreen panel, a motion or glass-break sensor, and two door/window sensors. Then, depending in which package you choose, you’ll get either a smart thermostat or an indoor/outdoor camera. The component that really stands out in this mix is the touchscreen panel, which has a sleek, attractive design that will look great in any home. The panel also carries a 24-hour battery backup, built-in cellular backup, wifi connectivity, and access to dozens of apps.

Broadband Monitoring With Cellular Backup

As mentioned above, Time Warner’s touchscreen panel carries 24-hour battery backup, cellular backup, and wifi connectivity. This means that even if your home’s electricity or internet is down, you can have peace of mind knowing that your security system is still up and running.

Indoor or Outdoor Video Surveillance

Many home security companies only provide an indoor camera with standard packages and offer the option to purchase exterior cameras separately. However, Time Warner provides its customer with a rare level of flexibility by allowing them to select whether they would like an indoor or an outdoor security camera with their package. The camera may be programmed to record at specific times and can be controlled and monitored online or via smartphone.

Professional Installation

All Time Warner security systems are professionally installed, so customers can be confident that their system will be set up correctly.

The Bad

  • Time Warner internet required
  • High upfront costs
  • Expensive monthly monitoring
  • Mixed camera reviews
Time Warner Internet Required

In order to use Time Warner’s home security services, customers must utilize the company’s internet services as well. This can be a difficult, expensive, and inconvenient switch for those who are not currently customers of Time Warner.

High Upfront Costs

Time Warner’s equipment is pretty pricey. Upfront costs start at $99.99 for the Basic Security package, $149.99 for the Security & Video package, and $199.99 for the Security, Video & Energy package. If you’d like to purchase additional window/door sensors, you’ll be paying $20 to $40 each.

Expensive Monthly Monitoring

Time Warner’s monthly monitoring rates are on the more expensive side as well. Monitoring prices start $39.99 per month, which is double what some competing home security companies charge for comparable packages.

Mixed Camera Reviews

According to reviews we’ve received, some customers have had problems with their Time Warner security cameras. Reported issues include cameras that do not work all of the time, display only black and white footage, malfunction in temperatures below 32 degrees, and are not compatible with other home security systems.

The Bottom Line

Time Warner Cable’s home security service offers some great features, including professional installations, short contract lengths, indoor and outdoor surveillance, and state-of-the-art equipment. However, upfront costs are high and monthly monitoring rates are expensive in comparison to many other top companies in the industry. Additionally, Time Warner home security customers must also use Time Warner internet, a requirement that can be costly and inconvenient for those who are not currently doing business with the company.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.4
$19.99-$42.99
$0

#2

8.0
$34.99
$99

#3

6.2
$34.95-49.95
$99

#21
time_warner

2.8
$39.99
$99 - $199

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130 Time Warner Cable Intelligent Home Reviews

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  1. User Score
    2
    May 27th, 2017 Chicago, IL
    1 people found this review helpful!
    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.
    Read More
  2. User Score
    0
    May 26th, 2017 Laredo, TX
    0 people found this review helpful!
    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.
    Read More
  3. User Score
    2
    May 26th, 2017
    0 people found this review helpful!
    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.
    Read More
  4. User Score
    1
    May 19th, 2017 San Diego, CA
    0 people found this review helpful!
    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.

    Read More
  5. User Score
    0
    April 28th, 2017 Monrovia, CA
    2 people found this review helpful!
    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.
    Read More
  6. User Score
    0
    April 15th, 2017 Dallas, TX
    2 people found this review helpful!
    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!
    Read More
  7. User Score
    3
    March 25th, 2017
    2 people found this review helpful!
    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.
    Read More
  8. User Score
    10
    March 8th, 2017 Cleveland, OH
    1 people found this review helpful!
    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.
    Read More
  9. User Score
    1
    March 7th, 2017
    5 people found this review helpful!
    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.
    Read More
  10. User Score
    0
    February 7th, 2017
    1 people found this review helpful!
    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.
    Read More
  11. User Score
    1
    January 27th, 2017 Milwaukee, WI
    2 people found this review helpful!
    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.
    Read More
  12. User Score
    0
    January 25th, 2017 Cleveland, OH
    2 people found this review helpful!
    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.
    Read More
  13. User Score
    0
    January 19th, 2017
    2 people found this review helpful!
    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.
    Read More
  14. User Score
    2
    January 15th, 2017 Los Angeles, CA
    2 people found this review helpful!
    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.
    Read More
  15. User Score
    0
    January 3rd, 2017
    2 people found this review helpful!
    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.
    Read More
  16. User Score
    4
    December 31st, 2016 Creedmoor, NC
    3 people found this review helpful!
    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.
    Read More
  17. User Score
    1
    December 20th, 2016
    2 people found this review helpful!
    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
    Read More
  18. User Score
    0
    December 13th, 2016 Clifton Park, NY
    3 people found this review helpful!
    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
    Read More
  19. User Score
    0
    December 2nd, 2016 Monrovia, CA
    3 people found this review helpful!
    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.

    Read More
  20. User Score
    2
    November 26th, 2016 Delmar, NY
    1 people found this review helpful!
    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
    Read More

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Our Score
7.0
User Score
2.8
Rank this Company

Ratings Breakdown

Price

Basic monthly payment
$39.99

Up-Front Costs

Activation, Install & Equipment
$99 - $199

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
18

Cancellation Policy

Can you cancel contract?
Fees May Apply

Moving Policy

Can you move with system?
Fees May Apply

Number of Reviews

User reviews here on BHSC
130
Our Score
9.0
User Score
8.4
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99-$42.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

5/5 = BEST
5/5

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay Balance

Moving Policy

Can you move with system?
Free

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
1,946