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#21
time_warner

Time Warner Cable Intelligent Home

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
6.9
User Score
2.6

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Our Score
6.9
User Score
2.6
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
142

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

8.2
$19.99-$42.99
$0

#2

7.5
$34.99
$99

#3

5.7
$34.95-49.95
$99

#21
time_warner

2.6
$39.99
$99 - $199

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142 Time Warner Cable Intelligent Home Reviews

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  1. User Score
    1
    November 14th, 2017
    0 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
  2. User Score
    0
    November 13th, 2017
    0 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
  3. User Score
    1
    November 13th, 2017
    0 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
  4. User Score
    0
    October 13th, 2017 Wilmington, NC
    0 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
  5. User Score
    0
    October 5th, 2017 Farmington, NY
    0 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
  6. User Score
    0
    September 28th, 2017 Findlay, OH
    1 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
  7. User Score
    0
    August 31st, 2017
    2 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
  8. User Score
    0
    August 16th, 2017
    3 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
  9. User Score
    0
    August 14th, 2017 Portsmouth, OH
    2 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
  10. User Score
    1
    July 22nd, 2017
    1 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
  11. User Score
    0
    June 29th, 2017 Rossford, OH
    2 people found this review helpful!
    I called to question my bill and they simply said ‘return the equipment’ then hung up.
    Read More
  12. User Score
    6
    June 27th, 2017 Cathedral City, CA
    1 people found this review helpful!
    We’ve had TWC (now Spectrum) Intelligent home for several years. It as expensive to set up and nowadays there are better options for an intelligent home system. The touch pad from Spectrum is actually quite good and easy to use with lots of information. The apps for your phone/mobile device are also easy to set up and use.

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

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

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

    Read More
  13. 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
  14. User Score
    0
    May 26th, 2017 Laredo, TX
    1 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
  15. User Score
    2
    May 26th, 2017
    2 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
  16. 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
  17. User Score
    0
    April 28th, 2017 Monrovia, CA
    4 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
  18. User Score
    0
    April 15th, 2017 Dallas, TX
    3 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
  19. User Score
    3
    March 25th, 2017
    3 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
  20. User Score
    10
    March 8th, 2017 Cleveland, OH
    2 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

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Our Score
6.9
User Score
2.6
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
142
Our Score
9.0
User Score
8.2
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
2,057