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#20
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Time Warner Cable Intelligent Home

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
6.9
User Score
2.7

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Our Score
6.9
User Score
2.7
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
152

This Review is maintained by Chase Sagum

Review Last Updated: June 28, 2018

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 on 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, tend to malfunction in sub-freezing temperatures, 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

7.9
$19.99-$42.99
$0

#2

7.2
$34.99
$99

#3

3.3
29.99-59.95
$99

#20
TimeWarner-Logo

2.7
$39.99
$99 - $199

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152 Time Warner Cable Intelligent Home Reviews

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  1. User Score
    4
    May 22nd, 2018 Honeoye Falls, NY
    0 people found this review helpful!
    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.
    Read More
  2. User Score
    9
    May 20th, 2018
    0 people found this review helpful!
    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.

    Read More
  3. User Score
    0
    May 19th, 2018 Cleveland, OH
    0 people found this review helpful!
    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.

    Read More
  4. User Score
    3
    May 16th, 2018 Pomona, CA
    0 people found this review helpful!
    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.

    Read More
  5. User Score
    0
    May 3rd, 2018 Mooresville, NC
    2 people found this review helpful!
    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.
    Read More
  6. User Score
    2
    May 2nd, 2018 Milwaukee, WI
    2 people found this review helpful!
    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.
    Read More
  7. User Score
    10
    March 29th, 2018
    1 people found this review helpful!
    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.
    Read More
  8. User Score
    0
    March 26th, 2018
    3 people found this review helpful!
    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!!

    Read More
  9. User Score
    1
    February 23rd, 2018
    2 people found this review helpful!
    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.
    Read More
  10. User Score
    8
    January 28th, 2018
    0 people found this review helpful!
    We have had intelligent home for several years and it works just finr!Their service people and their installers were great!!
    Thank you!?
    Read More
  11. User Score
    1
    November 14th, 2017
    5 people found this review helpful!
    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.
    Read More
  12. User Score
    0
    November 13th, 2017
    2 people found this review helpful!
    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.
    Read More
  13. User Score
    1
    November 13th, 2017
    2 people found this review helpful!
    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.

    Read More
  14. User Score
    0
    October 13th, 2017 Wilmington, NC
    1 people found this review helpful!
    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.
    Read More
  15. User Score
    0
    October 5th, 2017 Farmington, NY
    3 people found this review helpful!
    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
    Read More
  16. User Score
    0
    September 28th, 2017 Findlay, OH
    3 people found this review helpful!
    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
    Read More
  17. User Score
    0
    August 31st, 2017
    3 people found this review helpful!
    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.
    Read More
  18. User Score
    0
    August 16th, 2017
    4 people found this review helpful!
    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.
    Read More
  19. User Score
    0
    August 14th, 2017 Portsmouth, OH
    3 people found this review helpful!
    Unreliable even on TWC. Has over 10 sec lag time. Only one camera records. Constantly buffering. Spectrum will not support the IH product.
    Read More
  20. User Score
    1
    July 22nd, 2017
    2 people found this review helpful!
    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
    Read More

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Our Score
6.9
User Score
2.7
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
152
Our Score
9.0
User Score
7.9
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
2,238