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#33
time_warner

Time Warner Cable Intelligent Home

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
6.7
User Score
3.1

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Our Score
6.7
User Score
3.1
Rank this Company

Ratings Breakdown

Price

Basic monthly payment
$39.99

Up-Front Costs

Activation, Install & Equipment
$99 - $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

NR

Customer Support

Good, Bad, Limited
Limited

Number of Reviews

User reviews here on BHSC
102

This Review is maintained by Isaac Ericksen

Review Last Updated: August 16, 2016

Expert Review Contract Details Equipment Review Video Tutorial The Bottom Line Consumer Reviews


Time Warner Cable is mostly known for its cable TV and Internet packages; however, the company now offers a range of “smart” home security packages and home automation features that are professionally installed. We like that Time Warner gives customers access to a state-of-the-art, in-home touchscreen, 24/7 monitoring, and video surveillance. A drawback you might notice with Time Warner Cable is the company’s high upfront costs.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.7
$19.99
$0

#2

8.3
$34.99
$99.95

#3

4.3
$34.99
$0

#33
time_warner

3.1
$39.99
$99 - $199

Expert Review

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 has a contract length of 18 months, which is considerably shorter than the three- to five-year contracts offered by many other companies in the industry.

State-Of-The-Art Touchscreen Panel

We appreciate Time Warner’s transparency with regard to what equipment you can add to your package, as well as pricing for individual devices. Time Warner Cable has a wide variety of great products available for you to get started with making your home secure and automated. Its packages include an in-home touchscreen, a motion or glass-break sensor, two door/window sensors, and depending on what package you choose, either a smart thermostat or an indoor/outdoor camera. Of all the devices included in Time Warner Cable’s home security package, we found the robust touchscreen panel to be the best. Not only does the in-home touchscreen have a sleek, attractive design that fits with any home, but it also carries a 24-hour battery backup, built-in cellular (backup),Wi-Fi connectivity, and access to dozens of apps.

Broadband Monitoring With Cellular Backup

The 24-hour battery backup, cellular backup, and Wi-Fi connectivity are important because your security system will still be up and running – even if your home’s electricity or internet is not. The apps that come with the in-home touchscreen provide a number of functionalities, including a digital photo frame, weather and news updates, a calculator, and more.

Indoor or Outdoor Video Surveillance

One thing that we really love about Time Warner Home Security is that they allow the customer to select whether or not they want an indoor or an outdoor security camera. This level of flexibility is rare. Most companies only provide an indoor camera with the option to purchase exterior cameras separately. The camera can be programmed to recored at specific times and can be controlled and monitored via smart phone or online.

Professional Installation

All equipment is installed by a professional, removing the burden from you. It really makes the transition painless for the consumer.

The Bad

  • Time Warner Cable Internet Required
  • Expensive Upfront Costs
  • Pricey Equipment
Time Warner Cable Internet Required

Time Warner Cable requires those who purchase its home security packages to use its internet service as well. While Time Warner requires this for security purposes, making the switch can be difficult, expensive, and largely inconvenient for non-TWC customers. We noticed that the company’s monthly monitoring service starts at $39.99 per month, which is double what some home security companies charge for comparable packages.

Expensive Upfront Costs

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. Many leading competitors don’t charge anything upfront.

To see a list of our top providers, click here.

Pricey Equipment

Time Warner Cable’s equipment is more expensive than what we have seen with other home security companies, although they did develop a touchscreen panel that is completely unique. For example, you will be paying somewhere between $20 to $40 more for window/door sensors and motion detectors with Time Warner, whereas you would pay nothing with Protect America.

Based on reviews we’ve received on our site, many customers have had problems with the cameras they ordered from Time Warner Cable. Customers reported that their cameras would either work half the time, only display black and white footage, or malfunction in weather below 32 degrees. Lastly, some customers mentioned that these cameras are not compatible with other home security systems; they will only work with Time Warner’s home security system. Cameras from other home security companies are usually compatible with multiple systems.

Click here to see what home security companies are top-rated.

Contract Details

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 IntelligenceHome.

Time Warner provides an “intelligent” security system that offers a remote surveillance of homes throughout the day and night. It is an “I-managed” cable controlled organization which receives support from Kleiner Perkins Caufield & Bayers.

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.

Time Warner Cable Intelligent Home Video Tutorial

Technology and Equipment 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.

TWC intelligent home touch screenThe 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.

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 iPad, laptop, smart phone or a tablet. This can be done using any internet-linked device. At the same time, customers can also control the thermostats, carbon dioxide and lighting. For example, customers can switch lights on in the home while miles away.

Pricing and Packages

Time Warner Cable offers set packages and the option to customize for homeowners who do not like what the TWC packages have to offer. TWC IntelligentHome starts with basic packages and then increases value and level of security from there. Available packages include: IntelligentHome Security Package, IntelligentHome Security and Video View Package, IntelligentHome Security and Energy Package, IntelligentHome Security, Video View and Energy Package, and then an Upgrade Package.

There is only one basic monitoring package. Prices and fees change based on what equipment come with a particular package, but monitoring is all rolled into one service. Pricing breakdown for each package is as follows:


TWC Security Package

TWC Security and Video Package

Security Package: $99.99

1 in-home touchscreen

1 motion or glass break sensor

2 door/window sensors

24/7 monitoring

Advanced home management

Security and Video View Package: $149.99

1 in-home touchscreen

1 motion or glass break sensor

2 door/window sensors

Indoor/outdoor camera

Live video feed with 24/7 playback

24/7 monitoring

Advanced home management

TWC Security and Energy Package


TWC Security, Video and energy package

Security and Energy Package: $149.99

1 in-home touchscreen

1 motion or glass break sensor

2 door/window sensors

Smart thermostat

Personalized settings

24/7 monitoring

Advanced home management

Security, Video View and Energy Package $199.99

1 motion or glass break sensor

2 door/window sensors

Smart thermostat

Indoor/outdoor camera

Live security feed

Remote control

24/7 monitoring

Advanced home management


Upgrade Package $149.99
  • Upgrade existing security system
  • 1 in-home touchscreen
Contract and Cancellation

Time Warner Cable IntelligentHome requires all customers to agree to an 18-month agreement. Customers are also required to utilize TWC internet services for the security equipment to function properly.

There will be an early-termination fee for customers who decide to end the monitoring service prior to the agreement term ending.

Installation

Potential customers are subject to soft credit checks that will qualify them for free equipment and $99 installations. Existing customers can get the installation done for no charge. Time Warner also offers discounted prices on their surveillance cameras and other technologies to as part of the the deal.

The TWC IntelligentHome packages do not offer a DIY solution with their home security and automation packages, so there is no way around the professional installation fee. Customers will also have to schedule an appointment for the technician to come out and set the system up and make sure it is activated.

Monitoring


Time Warner Cable IntelligentHome packages all come with 24/7 professional monitoring for $39.99/month. All monitoring is backed-up and notifies both the homeowner and responders in the event of an emergency. In addition to providing professional monitoring, homeowners are also able to monitor their own home with remote capabilities. They can also adjust settings and control appliances and security features.

To learn more about Time Warner Cable IntelligentHome security, visit their website for more information. For more information on other home security providers, view other company profiles.

  

The Bottom Line

If you already are a customer of Time Warner Cable and want a professional installation, then we recommend you check out its home security packages. The In-Home Touchscreen will help you control all of your home security features and gives you access to a number of useful apps. The touch screen that they developed is really unique and helps the company stand out in the industry. However, Time Warner Cable’s monthly monitoring fees, upfront costs and equipment is more expensive than many other home security companies out there. We recommend you read the user reviews that have been left on our site, as well as investigate reviews for our top companies to help you make a decision.

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102 Time Warner Cable Intelligent Home Reviews

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    Sort By:

  1. User Score
    1
    August 5th, 2016 Dallas, TX
    0 people found this review helpful!
    There app doesn’t work. Doesn’t connect to camera. They are not loyal to their existing customers.
    Read More
  2. User Score
    0
    July 11th, 2016 Waco, TX
    1 people found this review helpful!
    From start to finish a total nightmare! never received separate billing like they said i would, cameras freeze up all the time. real time is off by several minutes. and when i need them to work the most they don’t! TWC puts the blame on something you have, did or didn’t do! they don’t take responsibility or try to correct the issue without placing blame on you. and because they never sent the bill i didn’t get the 200.00 visa card they promised. what joke TWC!
    Read More
  3. User Score
    1
    July 4th, 2016 Matthews, NC
    1 people found this review helpful!
    I got a monitored CO detector because I have a parrot. I am a teacher ao I was gone for most of the day. I have a gas stove and was concerned about CO. This past Saturday, my First Alert backup detector sounded, but my monitored detector did not sound. I called the fire dept and there was carbon monoxide in my apartment.
    Thank goodness for my First Alert and for me being home to hear it. I have lost all confidence in Timewarner and will be looking for another alarm company.
    Read More
  4. User Score
    9
    June 15th, 2016 Charlotte, NC
    0 people found this review helpful!
    Love the system has been great
    Read More
  5. User Score
    10
    June 10th, 2016 Beaumont, TX
    0 people found this review helpful!
    Best and awesome service done by Patrick Tech#3471. I will recommend Intelligent home to all my friends.
    Read More
  6. User Score
    0
    May 12th, 2016 Waco, TX
    5 people found this review helpful!
    I dont know where to start! Cheap equipment , lousy Customer Service, non professional techs. the list goes on and on. we had trouble from the minute of installation over four hours to install and they had to come back and reinstall because the guy didnt wire it right the first time, I cant view my cameras from work or on my phone, at least twice a day i get error messages.
    they had the nerve to charge me a service charge when it didnt work from the time they installed. I asked to cancel and they refused to reimburse me anything on the equiptment. ive had it less than two months and it still doesnt work… RUN FROM TWC INTELLEGENT HOME
    Read More
  7. User Score
    10
    May 4th, 2016 Raleigh, NC
    4 people found this review helpful!
    We have had TWC home security system now for 2 1/2 years with absolutely no problems at all. The system works flawlessly and gets regular updates….and when we accidentally set the alarm off dispatch called us in a matter of 10 seconds, our phone was ringing! We like the fact that the signal has two ways to go out, through wifi and cellular. the system also has a 24 hour backup battery. When our keychain fob batteries needed replacing TWC came out to our house and replaced them furnishing the batteries and at no additional charge to us….so I ask what more could you want and the monthly price is reasonable and well worth it!
    Read More
  8. User Score
    10
    April 22nd, 2016 Los Angeles, CA
    1 people found this review helpful!
    Exelent Service, system was exactly what I was looking for. Don’t listen to the reviews.
    Read More
  9. User Score
    5
    April 15th, 2016 Covina, CA
    5 people found this review helpful!
    I’ve had the system for about 2 years, and overall it works fine. The only thing I don’t like is the camera. It’s way too limited for the price. We can walk back and forth in front of the darn thing, and its only triggered about 1/2 the time. I was told it’s not only motion but heat sensored, so I moved it and that didn’t help. I would be more satisfied with another camera. Heck, you can buy one at a store for the same price, that could do waaay much more.
    Read More
  10. User Score
    0
    April 4th, 2016 Temecula, CA
    8 people found this review helpful!
    Please do not sign up with Time Warner Home Intelligence service! Do not believe everything they tell you over the phone because my sales agent told me nothing but false information. I got lots of surprises when the tech came to install. Do not trust this company!
    Read More
  11. User Score
    0
    April 4th, 2016 Plano, TX
    4 people found this review helpful!
    Awful customer service and product. Waste of money and time. hidden fees, worse customer service I have ever deal with. terrible attitude and no knowledge, it took me 3hrs to set up service (1st clue). NO TWC
    Read More
  12. User Score
    0
    March 23rd, 2016 Endicott, NY
    6 people found this review helpful!
    In a nutshell…absolutely TERRIBLE!..We have had technicians to our house with camera problems about 6 times in 6 months.Worst part is,vandals tore up mailboxes on our road and camera did not record.We got ripped off on our 6 camera purchase for 900 dollars & only 2 will record at a time,but of course werent told that until they were installed.That price doesnt even include the motion & door sensors that are over 100 a peice!I would not recommend this piss poor pathetic security system to my worst enemy!..thanks time warner for an epic SCREW JOB!
    Read More
  13. User Score
    1
    March 11th, 2016 Appleton, WI
    10 people found this review helpful!
    All I can say is DONT BUY TWC intelligent home. Aside from you don’t get much more than what similar system cost at 1/2 the price……just wait until you decide to cancel the service. All the equipment you purchased and installed becomes USELESS. You no longer have app controls, the DEMAND you return the display unit which is the brains of the system….oh ya, they don’t tell you that.
    Read More
  14. User Score
    10
    February 23rd, 2016 Wappingers Falls, NY
    1 people found this review helpful!
    This is used at a property in upstate NY that we rent out to vacationers. This system has literally saved our place from burning down (renters left something on stove and left…caught fire…notified fire dept at first sign of smoke); also TWICE from frozen pipes (text notifications that our thermostat dropped below our set temp/broken heat) so we could fix the issue before a major problem occurred. We’ve had no problems with outdoor security camera in spite of truly freezing weather conditions). We are thrilled with this service.
    Read More
  15. User Score
    0
    January 8th, 2016 Camillus, NY
    10 people found this review helpful!
    I missed your robo call for my input with my latest FIASCO with my security system. So, here goes: you owe me more than just a stupid comment of – “we wanted to check on you”. WHAT? REALLY? Someone in a supervisor capacity should have called me and said: 1) we’re sorry; 2) we screwed up; 3) we didn’t mean to scare the **** out of you; and 4) we will pay your next month bill. Is that so hard? Someone better call me today. Otherwise, I’ll be looking for a new security system company. You do not treat LONG TERM customers (as in over 20 years) very well.
    Read More
  16. User Score
    0
    January 7th, 2016 Indio, CA
    8 people found this review helpful!
    The system just does not work. When you try to set or turn off the alarm remotely you just get a message “Unfortunately your home device appears to have an issue connecting to the server, so this function is unavailable”. The cameras don’t work half the time. You get a message “Communications Failure”.
    Some times you can’t even set the alarm from home as you will get a message that a door or window is open when it is really closed. The system is a joke!
    Read More
  17. User Score
    0
    December 2nd, 2015 New Britain, CT
    11 people found this review helpful!
    Customer service is hit or miss. I’ve had absolutely great reps and a very rude confrontational rep multiple times. The cameras have very low resolution and the outdoor cameras are not made to work below 32 degrees…so if you live in the upper half of the country, forget it.
    Read More
  18. User Score
    0
    November 7th, 2015 Charlotte, NC
    7 people found this review helpful!
    Absolutely one of the worst companies I’ve ever had to deal with in my whole entire life. Your communist. Every time I Holland the customer service is extremely slow to answer put me on hold forever extremely rude and extremely hostile. Multiple outages with the Internet and the cable. Over one year and two months technicians Amenta my house over seven times cannot resolve the issues with the Internet being sluggish and the cable. Upon discontinuing service they informed me they cannot this continue until they get more money and more money and more money once his monies paid they say I have to walk the equipment into the office. Upon trying to walk the equipment into a physical office there is 31 people in front of me . Never never never use this company whatever it takes never ever use Time Warner cable I complete and total nightmare it was easier to get a divorce then it was the disconnect from Time Warner cable and North Carolina takes 12 months for that.
    Read More
  19. User Score
    0
    October 13th, 2015 Willard, NC
    8 people found this review helpful!
    I am highly upset about having security with them all together! please read all reviews as for most of them thats bad happened to me! I spent $350 total for 3 cameras, 2 sensors, and 1 motion detector…
    Just as I was moving i found out that TWC does not service my area…. well lets say they refuse to serve my area according to a previous TWC installer that now works with another company due to TWC scams… Now I am stuck with 3 cameras etc that is NOT COMPATIBLE with any other network out there other than TWC! BEFORE signing up with these people I made sure it was clear that they where compatible with any other company other than TWC! and as for 5 of the reps that I have spoken to over customer service they all have stated the same answer with my same question. and NO they are NOT! compatible with any company for security and now I have lost $350! save your money and time and go somewhere ELSE! P.S…if you want the playback feature you have to pay for it monthly! otherwise you don’t have playback… and they only give you a 3day grace period to figure out if you like the system or not…. on the 4th day your mor than likely mad at the results….
    Read More
  20. User Score
    0
    August 22nd, 2015 Pacoima, CA
    7 people found this review helpful!
    Suppose to have cable installed today. Installer arrived in time and ran 20 feet of cable inside to outside house. Said he had to go get straps and would be back in 45 minutes. The old trick of starting job then finishing later in the day? Didn’t work with me! 3 hours later still waiting so I called customer support to cancel and complain. TW is as bad as most say!
    Read More

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Our Score
6.7
User Score
3.1
Rank this Company

Ratings Breakdown

Price

Basic monthly payment
$39.99

Up-Front Costs

Activation, Install & Equipment
$99 - $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

NR

Customer Support

Good, Bad, Limited
Limited

Number of Reviews

User reviews here on BHSC
102
Our Score
9.4
User Score
8.7
Rank this Company

Ratings Breakdown

Price

Monthly Price (Copper package)
$19.99

Up-Front Costs

Activation, Install & Equipment
$0

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
36

Cancellation Policy

Can you cancel contract?
Pay balance

Monitoring

Response Time
Fast

Time in Business

Total # of years
22 Years

A

Customer Support

Good, Bad, Limited
Good

SDM Rank

Top 100 Company Rank
15

Index

Quality Index (Below 413 is good)
77

Number of Reviews

User reviews here on BHSC
1,212