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#22
time_warner

Time Warner Cable Intelligent Home

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
6.1
User Score
2.9

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Our Score
6.1
User Score
2.9
Rank this Company

Ratings Breakdown

Price

Basic monthly payment
$39.99

Up-Front Costs

Activation, Install & Equipment
$99 - $199

Technology & Equip.

10/10 = BEST
6/10

Contract Length

Total # of months
18

Cancellation Policy

Can you cancel contract?
Fees May Apply

Time in Business

Total # of years
24

A

Customer Support

Good, Bad, Limited
Good

Number of Reviews

User reviews here on BHSC
117

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

8.1
$34.99-49.99
$99

#2

8.6
$43.49
$35

#3

7.0
$14.99
$229.96

#22
time_warner

2.9
$39.99
$99 - $199

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117 Time Warner Cable Intelligent Home Reviews

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  1. User Score
    2
    January 15th, 2017 Los Angeles, CA
    0 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
  2. User Score
    0
    January 3rd, 2017
    0 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
  3. User Score
    4
    December 31st, 2016 Creedmoor, NC
    0 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
  4. User Score
    1
    December 20th, 2016
    1 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
  5. User Score
    0
    December 13th, 2016 Clifton Park, NY
    1 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
  6. User Score
    0
    December 2nd, 2016 Monrovia, CA
    1 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
  7. User Score
    2
    November 26th, 2016 Delmar, NY
    0 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
  8. User Score
    4
    November 19th, 2016
    2 people found this review helpful!
    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.
    Read More
  9. User Score
    0
    November 19th, 2016
    0 people found this review helpful!
    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.
    Read More
  10. User Score
    2
    November 4th, 2016 Oshkosh, WI
    0 people found this review helpful!
    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.
    Read More
  11. User Score
    1
    November 2nd, 2016 Oxnard, CA
    0 people found this review helpful!
    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
    Read More
  12. User Score
    3
    November 1st, 2016
    1 people found this review helpful!
    I have been a customer of TW for many years and I have never been so disappointed with their services as I have been with the IH security system. Of course the door sensors work properly however the two cameras I had installed have failed greatly.

    I was sold the system and upon the installation I had to purchase extra devices. After a month of it not working I learned that my internet speed was the reason it did not work and I needed to increase my services. OMGSH the customer service is very poor. The young people are ill informed to the point that I filed a complaint with the attorney general’s office. I was then….listen everytime you contact TW and they change your service to correct an issue that is considered a sale and the employee gets credit for that sale. It doesnt matter if it works or not. I have been on the phone for hours and hours total trying to get the system consistent and yet I looked at the 24/7 review to find that when I was told that I really did not need the increased internet speed and it was again changed. Since then the service has not worked it stopped taping on 10/21. I called and they attempted to reschedule a tech visit again this will be the 4th visit to make corrections on the system. I cannot continue to take off of work to only have another tech take all day to fix it by changing my service again and the systems failing again.

    Cable companies should be regulated. I guess I just have to accept the fact that the money I have paid for the equipment and services and the hours I have spent on the phone are all a wash. I am sad to say that i would never recommend this product to anyone.

    Read More
  13. User Score
    2
    October 20th, 2016
    2 people found this review helpful!
    An early morning power failure caused the control to freeze so I could disarm the alarm – either by cell-phone (broadband off) or at its console-control. A call to the company, at 4 a.m. was made to ask how to disarm the system. A woman gave instructions to remove the battery from the control unit – by removing the easel stand by unscrewing tiny screws, removing the panel and unplugging the battery inside to reset the control to be able to disarm the system – which, for some reason, was not functioning anyway (it is supposed to run properly on its battery if the power fails. She said that a surge protector was needed to prevent such a problem (actually a backup power unit is needed, like one for a computer). Why, if the internal battery is supposed to maintain the alarm would I need to buy a backup power unit at about 100 dollars? And why does a customer, at 4 am. or any time, have to find a tiny screw driver and disassemble the controller – when this thing is supposed to be operate during a power failure and then change back to the line power automatically when power is restored? And why does any customer have perform such a technically challenging task that only a service tech should perform? I think the security system was not active at all. I consider the Intelligent Home electronics to be poorly designed and executed – ignoring the customer’s need for a reliable system.
    I, THEREFORE, CAN NOT/WILL NOT RECOMMEND THE I.H.. SECURITY SYSTEM AS IT IS CURRENTLY CONSTRUCTED.
    Read More
  14. User Score
    0
    October 14th, 2016
    0 people found this review helpful!
    The system was sold to us in a faulse advertisement inside Best Buy. Offering 200 dollars Visa card and 30 days trial. The company doesn’t want to acknowledge none of this. The system didn’t work at all for the first month, but we are being billed for the monthly fees.
    Read More
  15. User Score
    0
    September 30th, 2016 Waukesha, WI
    0 people found this review helpful!
    Intelligent Home service cost field technicians morale to spiral downward immediately, some of the highest ranking and honored technicians lost their job because of this product.

    Why?
    Because 90% of the customers live in the ghetto.
    Oh, that makes sense, that is where the crime is, so why did people lose their job?

    Easily explained. Only the smartest, most honored, best metric scoring techs were FORCED to install the garbage.

    These techs lived and worked in normal non crime ridden areas. Since they were deemed the most “Intelligent” they were picked to install and service this junk daily, being ripped away from their work zone, spending an entire day installing the dumb ass touch screen, camera (S) motion/smoke/door window sensor, etc… in cockroach infested child abusing marijuana smoke filled rented homes.

    Sure, once in a while they would get a job back in their “normal” locator but it was almost
    worse, because… only the paranoid non blue collar rich seen an advertisement and thought

    “Gee honey, let’s rely on the stupid cable company to secure our mansion. even though we have had 3 service calls this month for channels pixelating and the internet going out, yes dear that’s a great idea!”

    You see, these rich bastards did not want the standard package with a couple of sensors that took 6 hours to install, noooo, they wanted TRIPLE the amount of it. 6 door sensors, 4 hard wired Ethernet cameras outside, 4 motions, flood detector, etc… which took at least the entire 12 hour day and then as soon as it got below 32 degrees all P.O.S. external cameras would freeze and not work.

    This in turn caused these top of the line techs to resort to heavy drinking, knowing every day they probably had to go work in the toilet bowl zone metro ghetto. They stopped enjoying their job and some, regretfully lost their employment because they couldn’t take it anymore.

    CHARTER, thank you for eliminating this product. Your employee quality will rise again!!!!!!!

    Read More
  16. 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
  17. 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
  18. 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
  19. User Score
    9
    June 15th, 2016 Charlotte, NC
    0 people found this review helpful!
    Love the system has been great
    Read More
  20. 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

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Our Score
6.1
User Score
2.9
Rank this Company

Ratings Breakdown

Price

Basic monthly payment
$39.99

Up-Front Costs

Activation, Install & Equipment
$99 - $199

Technology & Equip.

10/10 = BEST
6/10

Contract Length

Total # of months
18

Cancellation Policy

Can you cancel contract?
Fees May Apply

Time in Business

Total # of years
24

A

Customer Support

Good, Bad, Limited
Good

Number of Reviews

User reviews here on BHSC
117
Our Score
8.0
User Score
8.1
Rank this Company

Ratings Breakdown

Price

Monthly Price
$34.99-49.99

Up-Front Costs

Activation, Install & Equipment
$99

Technology & Equip.

10/10 = BEST
10/10

Contract Length

Total # of months
12-36

Cancellation Policy

Can you cancel contract?
Fees May Apply

Time in Business

Total # of years
2007

A+

Customer Support

Good, Bad, Limited
Good

Index

Quality Index (Below 413 is good)
202

Number of Reviews

User reviews here on BHSC
307