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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: September 23, 2016

Expert Review FAQs Company Video Contract Details Equipment Overview Consumer Reviews


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.

Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

8.6
$19.99 - $42.99
$0

#2

8.4
$34.99
$99.95

#3

4.2
$34.99
$0

#33
time_warner

3.1
$39.99
$99 - $199

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. For further details on Time Warner’s security equipment and packages, check out the Equipment Overview section below.

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.

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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.

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FAQs

All questions and answers in this FAQ section have been taken directly from Time Warner Cable’s website. For any additional questions, we recommend visiting the Time Warner website or calling the company directly.

What equipment is included with Time Warner Cable IntelligentHome?

The basic equipment in every Time Warner Cable IntelligentHome package includes:

  • 1 touchscreen
  • 2 wireless door/window sensors
  • 1 wireless motion detector
  • Yard sign and window decals

Additional peripherals, which can be purchased as add-ons or may be part of a larger package, include:

  • Additional wireless door/window sensors
  • Additional motion detectors
  • Key fob
  • Wireless smoke detector
  • Wireless keypad (for second entrance)
  • Wireless video camera (day or night)
  • Thermostat
  • Lamp module
  • Glass break detector
  • Carbon monoxide detectors (where available)
  • Flood detectors (where available)
  • Light switch module (coming soon)

Who provides the professional monitoring of Time Warner Cable IntelligentHome?

24/7 monitoring is provided by Time Warner Cable’s Five Diamond-Rated Emergency Response Center. The ERC currently monitors and dispatches emergency personnel to tens of thousands of homes across the country.

Can IntelligentHome be used for businesses?

At this time, IntelligentHome is only available to residential customers.


Company Video

 


Contract Details

Time Warner requires its home security customers to sign into an 18-month agreement. In addition, customers must utilize Time Warner internet services in order for the security equipment to function properly. Customers who choose to cancel monitoring service prior to the end of the agreement term will be charged an early termination fee. Below are excerpts from Time Warner’s home security contract, along with our breakdown of each section. Note: in contract excerpts, “we” is referring to Time Warner.

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 the company’s high speed internet service at the “standard” level or higher.  If you have Time Warner internet and then cancel it while a customer of Time Warner home security, the company may terminate your security agreement.  If having a home security system causes data levels to exceed your data limit, Time Warner 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 home security equipment installed in a customer’s house is property of Time Warner and must be returned to the company if service is cancelled. Customers are responsible to test the equipment to make sure that it works. If there is a problem with the system, it is the customer’s responsibility to notify 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 service, the home security system may 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 a situation that requires legal attention, it must be brought against Time Warner within a year of its occurrence. After a year has passed, the customer’s right to bring action against Time Warner is lost.


Equipment Overview

Time Warner uses equipment and technology from SMC Networks, which is the only vendor to service 12 of the top 14 multi-service operators in North America, including Comcast, Time Warner Cable, and Rogers.

TWC intelligent home touch screenTime Warner home security systems include the SMC Ruby RB5701-Z touchscreen, which is the central device that controls the entire home security and automation platform. The touchscreen includes ethernet, wifi, and GSM/GPRS communication channels by default. In addition to the touchscreen, the Ruby family includes the SMCMT03-Z infrared motion sensor, which is highly sensitive to moving infrared sources. It also features superior immunity to RFI, vibration, static electricity, temperature changes, and other false alarm sources.

If Time Warner customers choose to have cameras installed in their home, they can access the footage in real time via any internet-connected device, including laptops, smartphones, and tablets.  Customers can also control the thermostats, carbon dioxide monitors, and lighting remotely. For example, customers have the ability to switch their kitchen lights on from miles away using their smartphone.

Pricing and Packages

Time Warner Cable offers set equipment packages which customers then have the option to customize in order to best fit their needs. Security packages start at a basic level and then increase from there. Available packages include IntelligentHome Security; IntelligentHome Security and Video View; IntelligentHome Security and Energy; and IntelligentHome Security, Video View, and Energy. Customers have the ability to upgrade any package. Pricing breakdowns for each package are 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


Installation

All Time Warner home security system installations are performed professionally and cost $99. Customers will need to schedule a time for a Time Warner technician to come to their home and set up the system.

 

Monitoring


All Time Warner Cable IntelligentHome packages come with 24/7 professional monitoring. Pricing varies based on equipment package, but rates start at $39.99 per month. With professional monitoring, a Time Warner representative will notify both the homeowner and proper authorities in the event of an emergency. In addition to having their system monitored by a professional, homeowners also have the ability to monitor and adjust settings on their system themselves via laptop, smartphone, or tablet.

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102 Time Warner Cable Intelligent Home Reviews

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  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
8.6
Rank this Company

Ratings Breakdown

Price

Monthly Price Range
$19.99 - $42.99

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
1,246