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Time Warner Cable Intelligent Home Reviews

Reviews of Time Warner Cable Intelligent Home from real customers
(156 verified)

Our Score
6.9
User Score
2.6

See Top Rated

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
156

Overall Score

Based on ranking criteria
6.9 /10

Protect America

Compared to industry leader
9.0 /10

This Review is maintained by Chase Sagum

Review Last Updated: January 15, 2019

  • 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.
  • Quality Technology/Equipment: Time Warner is very transparent when it comes to providing potential customers with equipment and pricing information. All packages include an in-home touchscreen panel, a motion or glass-break sensor, and two door/window sensors. Then, depending on which package you choose, you’ll get either a smart thermostat or an indoor/outdoor camera. The panel also carries a 24-hour battery backup, built-in cellular backup, wifi connectivity, and access to dozens of apps.
  • Professional Installation: All Time Warner security systems are professionally installed, so customers can be confident that their system will be set up correctly.
  • 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 and Monitoring: 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. 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.
  • Our Recommendation: Due to internet restrictions, the merger with Spectrum, and monthly costs, we recommend customers look into more affordable home security providers such as Frontpoint and ProtectAmerica.

Most Helpful Reviews From Time Warner Cable Intelligent Home Customers

  1. User Score
    0
    brenda mcduffie-sanders
    October 13th, 2017 Wilmington, NC
    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
  2. User Score
    0
    Louise
    April 28th, 2017 Monrovia, CA
    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

156 Time Warner Cable Intelligent Home Reviews

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  1. User Score
    3
    November 1st, 2016
    2 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
  2. 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
  3. 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
  4. 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
  5. User Score
    1
    August 5th, 2016 Dallas, TX
    1 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
  6. User Score
    0
    July 11th, 2016 Waco, TX
    3 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
  7. 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
  8. User Score
    9
    June 15th, 2016 Charlotte, NC
    0 people found this review helpful!
    Love the system has been great
    Read More
  9. 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
  10. 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
  11. 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
  12. 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
  13. 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
  14. 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
  15. 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
  16. 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
  17. 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
  18. 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
  19. 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
  20. 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
  21. 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
  22. 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
  23. 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
  24. 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
  25. User Score
    5
    August 19th, 2015 Palm Springs, CA
    15 people found this review helpful!
    Please, before you sign up with Time Warner for home security, realize they will charge you significantly more than what they tell you. A $19 installation fee turned out to be three monthly payments of $222 each (extra charges for equipment that they refuse to tell you about until AFTER the installation). As you can see from others who have posted here, it is standard practice for Time Warner to do this type of bait and switch. You have been warned. I hope an attorney launches a class action suit against them. A truly despicable company.
    Read More
  26. User Score
    0
    August 16th, 2015 Corona, CA
    9 people found this review helpful!
    Please save yourself frustration and go somewhere else. I wanted my system for two things only- recorded video and to lock all my doors from my phone. Turns out neither worked. First, the sales person lied- they do NOT have 24 hour monitoring. You can only record 15 seconds at a time here and there. Also, you can only link up 4 doors to your system. I have a one story with 8 doors. Again, salesperson said I would have no problem with all doors and told me to buy all 8 locks from Best Buy at $225 a piece. After I paid for installation is when I found out only 4 would work. The locks they make you buy are for Time Warner only so I am out over $2000 and they do not even work. My video cameras also only work about 50% or less of the time. So I am out a lot of money for a system that does not do even the most basic of what all other systems do. Sad I picked the wrong company for security.
    Read More
  27. User Score
    0
    August 16th, 2015 Granada Hills, CA
    11 people found this review helpful!
    I’ve had all the experiences mentioned below : lied to by sales, rep (promised free thermostat after installation fell through multiple times–will get to this later) bill increased 20% after 1 year, got the old dumb uncle treatment from customer service (dumb uncle is when no one knows how to solve your issue but they sympathize and can CERTAINLY get you to the right dept IMMEDIATELY) BUT back to the intelligent home thermostat I was promised. After a YEAR, they eventually agreed to install it free of charge. Needles to say, I was charged 125, called in, got the dumb uncle, ‘who authorized this? ‘… Classic TWC. If only my story ended there: We live in SoCal, 100 degree summer days. Last night, at 2:45AM my intelligent home thermostat turned the HEAT on in our home, unable to control it from anywhere (phone, touch pad, etc). My wife and I live with a 2 month old baby, so I freaked out. Called twc, they told me that tech support opened at 7am EST. Told him it was 85 degrees outside and there was hot air blasting throughout my home. “I feel bad for you sir”. Ripped thermostat out of the fall, heat thankfully stopped. Waited until 4am to call tech support. It is early Sunday morning, told they can have a tech out between 10 and 11 TUESDAY. It has been over 100 degrees throughout the week and we have a small baby. Told this is earliest they can come. But then, hope, I’m told that there was a broadband outage in my area and maybe rebooting my modem will help. I ask, rebooting my modem will fix the thermostat? Yes, sometimes when there is an outage ‘things can happen’. Ok, so, if I’m not home to reset my modern heat will crank indefinitely? We also have a dog and keep windows closed during day when ac runs, this is a problem… but moving on. We reset the modern and sure enough thermostat seems to be functioning properly. I am so relived at this point. Head back to bed. Ten minutes later, heat turns on again…. I call tech again…. 100% Truth

    Bottom line: I am utterly stupified by TWC and intelligent home. We are canceling everything besides internet. Don’t care what it costs or my sunken costs. This is simply a fraud.

    Read More
  28. User Score
    0
    August 11th, 2015 El Paso, TX
    5 people found this review helpful!
    I had my services installed a month ago. The tech was kind and tried to be helpful but he left out very important details on how to work the system. We didn’t get a users manual to go with the keypad but were able to find one online and after exploring through the keypad we found out how to use certain features on it. The equipment worked fine when the tech left but within a few days we had trouble with the motion sensor not doing its job. After that we started having trouble with the entire system which would not go off when we accidentally went through a door with a sensor on it while the alarm was activated. The sensors are falling off the door and wall, the camera has a 10 second delay which the tech said that’s the way it should be. It goes offline sometimes which is tied into my TWC internet. They only give you a 3 (business) days courtesy period to cancel without an Early Termination Fee. I understand that the monthly service cost is more affordable than ADT or Sonitrol but remember you get what you pay for. When I tried calling in to cancel all 10 reps I was transferred to were rude and gave me a hard time and threatened me with fee after fee- Early Termination Fee, Equipment Pick Up Fee, Plus you still have to pay for some of the equipment which not even they want to take back so you have to keep it for $149.99 (2 door sensors, a camera and motion sensor). I wish I would have listed to the reviews before signing up for their Intellegent Home Security service. TWC should not be in the Home Security Business at all. This is making me reconsider using any of their services at all now.
    Read More
  29. User Score
    0
    August 10th, 2015 Rockingham, NC
    2 people found this review helpful!
    DO NOT waste your time or money dealing with TWC with any of their services. We have had the most trouble particularly with this SO CALLED security service. We could have already been robbed several times due to the delay in response because of equipment malfunctions. This is be far the worst company to do business with and they will nickel and dime you to death. The FREE installation includes 3 sensors and a table top key pad that still to this day does not work properly. AVOID these lying crooks.
    Read More
  30. User Score
    0
    August 7th, 2015 Wilmington, NC
    2 people found this review helpful!
    So, my Family is required by my Wife’s employer to to maintain a home security system for her home office. Although we get discounts from our home insurance company to use one of their approved providers; we decided to go with Time Warner’s Intelligent Home system in order to stream line the bills we submit for reimbursement. That and the $200 gift card once our security system hardware was paid off. Needless to see we overlooked some small print and our first bill was two day late. Low and behold no gift card, oh and guess what I added a bunch of extra extremely overpriced sensors on a contract that I’m going to now have to pay early termination fees.
    Read More
  31. User Score
    0
    July 31st, 2015 Plano, TX
    4 people found this review helpful!
    The worst customer service in the industry! You have to tell your story to several layers and still never get a supervisor! Long hold times with ABSOLUTELY no resolution. I’m changing providers tomorrow
    Read More
  32. User Score
    0
    July 30th, 2015 San Antonio, TX
    3 people found this review helpful!
    VERY DISAPPOINTING with misleading information.
    I had set up an appointment to have home security set up in my sons apartment.
    Upon calling to get information, I was informed my son would qualify for a $200. VISA card rebate. In order to qualify for this rebate, he would need to complete a questionnaire online 2 months after the installation of the home security.
    It has been 2 months and I have called TWC to inquire and was informed otherwise. I have been informed my son was suppose to contact TWC 30 days after the installation.
    I have been trying to explain the situation but no one seems to care. TWC says I need to deal with Home security and home security says I need to deal with TWC. I got no where.
    It’s all misleading and is just false advertisement to have you set up home security.
    They provide you the wrong information and when you inquire on your rebate, you’re informed you dont qualify. They just don’t want to give the $200 rebate as they advertise.
    I have made an agreement with my son that I would help him pay for his home security and we have paid on time. If I had it my way, I would terminate the contract and go elsewhere even if I had to pay a little more a month. It’s horrible that a large company like TWC does not listen to their client but instead I have is excuses and pass my call around.
    Read More
  33. User Score
    0
    July 21st, 2015 Durham, NC
    4 people found this review helpful!
    Recently I got a letter indicating a rate hike. The latter is filled with so much utter nonsense, stating that some promotion, which I was not aware of, is ending and that they are still providing me service at this new rate, as if they were giving me a great deal!
    Such nonsense letters are an insult to its customers. They will be better off stating simply that they are increasing the rates due to increased costs associated with whatever the heck they are doing! Next time I get a letter filled with the nonsense they are sending I will switch the service! I might do it even sooner!!!
    Read More
  34. User Score
    0
    July 20th, 2015 Dayton, OH
    4 people found this review helpful!
    Terrible! Rarely worked. Was bundled with service when I moved, and when I cancelled because it was terrible, charged an early termination fee, which I was not informed about, nor would I get it if I knew there was one. Then TWC disconnected my service because of it, and the bill wasn’t even due yet. Paid it anyway. AND TWC charged my credit card twice.
    Read More
  35. User Score
    2
    July 19th, 2015 New York, NY
    4 people found this review helpful!
    Awful customer service and product. Waste of money and time.
    Read More
  36. User Score
    0
    July 2nd, 2015 Albany, NY
    13 people found this review helpful!
    Don’t even waste your money on time warner cable intelligent home. It is a joke doesn’t even work half of the time and when you need it most it failed miserably.
    Read More
  37. User Score
    4
    June 26th, 2015 Cypress, CA
    15 people found this review helpful!
    The service was adequate and the hardware okay, other than the window and door sensors constantly falling off.
    My complaint is in regards to the sneaky bordering on false advertising tactics employed regarding the “purchased equipment and $200 rewards card”. When you initially set up your service you’re told there are three added payments required to purchase the intelligent-home equipment. When you cancel the service all you are left with are the inexpensive door and window sensors. The modem, touch screen, camera, everything you thought you were paying for goes bye-bye….shady .
    As for the $200 rewards card, nowhere is it stated plainly that you must “REGISTER” for the gift, as if someone would need to tell the company “oh hey, over here, I want $200 for free…” So after complying with all the requirements save telling them know I want $200 I was left out in the cold with only a rep telling me we’re so sorry you don’t qualify because we didn’t know yo would want free money..
    Setup and equipment is a 8+, business ethics and customer service is some negative number.
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  38. User Score
    10
    June 22nd, 2015 Charlotte, NC
    4 people found this review helpful!
    So far, everything with my system has performed as advertised and i am very happy with the purchase. My installer in Charlotte, Jay, did an excellent job and was extremely accommodating. There was another contractor in the house that day, who will be getting the exact opposite review as Jay and TWC will, that Jay was able to work with in a calm and highly professional manner even when my wife and I were at our wits-end. Jay walked us through everything that we needed to know and left us step-by-step instructions of things we needed to do on our own and get his job done in a timely manner, even with the power being out for the majority of the day. 10/10
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  39. User Score
    9
    June 16th, 2015 Englewood, OH
    1 people found this review helpful!
    Except for the high upfront costs to purchase the equipment I have had a good experience thus far. I also will say the flexibility to customize the system is top notch. I can say there is a piece of equipment for any need and that is what I needed was a custom system. Most of them I looked at did not fit the mold I wanted to make. The monthly cost is on par with the market so no complaints there.
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  40. User Score
    0
    June 12th, 2015 Rochester, NY
    8 people found this review helpful!
    Camera is now black and white only. I paid for the more expensive night one. They didn’t bother to call me to remove security freeze. They treated me like a criminal on day on install. A contractor, not TWC employee had access to my bank account number because he was told to demand S170 from me. I was not advised. I simply saw a non employee demanding money from me on the spot. It took 30 minutes to resolve. Motion detectors do not detect motion. I was told it’s supposed to work that way. Huh? I demanded to cancel service. They said ok but I lose $400 in equipment. They said I should just be happy I’m not being charged early termination fee. They don’t provide the service, I’m out $400 and i should be happy? Techs practically live in my house. Everyone they cone over something else goes wrong. I should sue cut the $400.
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  41. User Score
    2
    May 18th, 2015 Riverside, CA
    8 people found this review helpful!
    Had Intelligent home installed on Saturday and right away had issues with the device not connecting to the network and the cellular connection. The internet in my home is pretty strong and can receive signals outside. The alarm pad was in the very next room to the internet router and it was having network connection issues? This system isn’t what I expected. Called within the 3 days to cancel because what’s the point of having home automation if I cant even connect to the alarm system from my phone? The installer even said that the cellular connection wasn’t even that strong. I think if they went with a different brand on the device, then that may eliminate some problems. they also need to lower their pricing for extra sensors. I mean $69 for one door sensor, really!?
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  42. User Score
    0
    May 14th, 2015 Chillicothe, OH
    10 people found this review helpful!
    if your cable line is cut by a skilled burgular, your home is a sitting Duck. with other companies a cell phone device is hidden in the home with 3-4 days of battery time if the power goes down. not so with TWC security. plus the reps are incompetent and lied about everything.going to file a complaint with BBB and Attorney General’s office. Rate O.
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  43. User Score
    1
    May 10th, 2015 Lima, OH
    10 people found this review helpful!
    Display and quality of picture from camera are the only 2 things that give this system above a 0. The caveat…the picture is great when the cameras are working, which is not often. Initially the camera stopped sending a picture within the first 3 days of installation. From the September install to today when I had it removed there may have been a dozen days the system was actually online. What a waste of money for poor equipment.
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  44. User Score
    0
    April 29th, 2015 Waxhaw, NC
    9 people found this review helpful!
    I echo others comments to $200 rebate. Was on the phone an hour as they combed thru my account trying to come up with reasons I was disqualified for rebate card. Final result no gift card and $225 to disconnect service! I feel like a fool! wonder how many others they have suckered in!
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  45. User Score
    2
    April 26th, 2015 Erie, PA
    6 people found this review helpful!
    Camera system is a joke that comes with the intelligence. They don’t have any auto save features yet in Erie Pa. I have have several issues such as burglary and no recording of it. But we have camera system! Wow!!!! They are constantly buffering when theory is any motion or objects in front of them. My advice is do not buy the worst camera system on the market!!!
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  46. User Score
    0
    April 21st, 2015 Rochester, NY
    6 people found this review helpful!
    very disappointed in intelligent home security system with camera cameras have delays in the picture and a glitchI am very disappointed I don’t know if I am going to return or on it is not worth what I am paying for the system vibrate system I would rate it to be probably – 0 don’t give me enough cameras for the price and then don’t give you a big enough screen for the price
    Read More
  47. User Score
    8
    April 4th, 2015 Niles, OH
    6 people found this review helpful!
    Just switched companies due to increased monthly cost. Called TWC and was on the phone for one hour regarding many questions from and accurate answers. I changed my phone from ATT, paying 0 for one year. Upgraded my internet service for 0 cost. My current TWC monthly cost was reduced by $10 a month due to bundling. Fee for security was $149 to switch, free installation, no cost for 2 control panels. Did buy 3 cameras, $149 each. They work great. I will see if my next bill is accurate. $33.99 monthly for security service. Love remote features for doors opening/closing, sounds, and camera views. 2 days after order 2 servicemen showed up and worked 5 hours on the conversion. I saved $$$ by using same ADT hardware. I will be back on this site in 30 days to update everyone. After reading the reviews herein, dissatisfaction by others is with phone calls to rectify issues. I had a very well trained customer rep who was properly trained or put me on hold to get the accurate answers. I will save in 1 year over $300 on land phone, $180 on security charge (18 mts), $120 on TWI television and $? on internet upgrade. I was told the cameras are warranted for the initial 18 month term.
    Read More
  48. User Score
    6
    March 30th, 2015 Greensboro, NC
    6 people found this review helpful!
    Horrible VISA giftcard Promotion; decent service! I ordered in 10/14 and was promised a $200 Visa gift card. You have to keep the service 3 months and the card comes 6 weeks later. However, I was not told that if you paid past the due date even once, it nullifies the offer. My initial bill was over $200 higher than anticipated, b/c TWC unbundled my cable/phone/internet package when signed up for Intelligent Home w/o my knowledge. They credited my bill the next month, but still wanted me to pay the extra upfront. Due to this I was disqualified. It took 2 months, 6 reps, 4 departments, 3 supervisors, numerous lies, call hand-offs, and undocumented customer service contacts to finally get a $200 credit to my account tonight. Ask to speak to a Lead in the Intelligent Home Department, ask them to file a resolution and get a tracking number, accept a credit, b/c you will not likely get a gift card. Ask for names and Employee ID’s for everyone you speak to and threaten to file a formal complaint with the FCC, BBB, NY Attorney General’s Office. They’ll offer you at least a credit. If they don’t file the complaints.

    As for the product, it’s easy to use. I like being to access it away from home and the night vision camera. Thankfully, i’ve never had to test it’s true capacity.

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  49. User Score
    1
    March 25th, 2015 Richardson, TX
    4 people found this review helpful!
    I am disguted with this company I have had problems with them since December my bill have been off the chain with unauthorize charges i have to call every month. I had Intelligent Home install in December and I was offer a $200 reward card if I was to keep my account current for 90 days and now they tell me after my account have been current for 90 days I don’t qualify because I was past due at the time of installation and I should have read the fine print Terms and agreement. Really?
    Read More
  50. User Score
    5
    March 12th, 2015 Lawndale, CA
    2 people found this review helpful!
    We have had them for everything for years my husband doesn’t want to deal with switching everything but I’d love to get rid of them . Issues cable- ordered pay per view spent 1.5 hours on the phone with 3 different reps and only got one rep who was able to fix it so we could watch on one tv and so our guests couldn’t enjoy the BBQ and show all at once. That’s the point of having the multiple tv’s set up to watch together etc. Still couldn’t get the high def to work with Cs agent so we accepted it when we got the show to play at all! Missed half but at least they got it working for the main event. The box records half a show or freezes leaving you to give up and use another tv till it resets. This happens too if you’re watching tv but another show is recording and it messes up then you’re just stuck until it resets . Replaced the box as Cs says it’s the only fix. Been here before with them. The alarm is convenient to change thermostat or set it from work when our daughter is home from school but the two dogs trip the sensors so at night we keep them upstairs so they don’t set them off. Plus the cameras have glitches sometimes they will just loose the image but only on one camera at a time . At first I thought someone might be trying to break in, now I’m just like cameras just acting up. No problems with the internet.
    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
156

Overall Score

Based on ranking criteria
6.9 /10

Protect America

Compared to industry leader
9.0 /10
Our Score
9.0
User Score
7.8
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
2,314

Overall Score

Based on ranking criteria
9.0 /10