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#24
TimeWarner-Logo

Time Warner Cable Intelligent Home

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
6.2
User Score
2.6
Our Score
6.2
User Score
2.6
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$39.99

Install & Equipment Fee

$99 - $199

Contract Length

18

Cancellation Policy

Fees May Apply

System Relocation Fee

Fees May Apply

Number of Reviews

157

This Review is maintained by Chase Sagum

Review Last Updated: July 26, 2019

Time Warner has rebranded as Spectrum.
Rank Chart
User Rating
Monthly Price
Upfront Costs
Review

#1

7.7
$19.99-42.99
$0

#2

7.1
$34.99-49.99
$69+

#3

5.1
$34.95-59.99
$199-499

#24
TimeWarner-Logo

2.6
$39.99
$99 - $199

Pros

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.

Cons

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.

Time Warner Cable Intelligent Home Reviews

Customers of Time Warner Cable Intelligent Home have more complaints than positive things to say about the company. The customers who have left reviews on Best Home Security Companys rate them an average of 2.5 out of 10. Below is a summary of complaints:

  • Poor customer service
  • Miscommunication from customer service and technicians
  • Having to use Time Warner for internet
  • Not realizing the equipment belongs to the company

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 Protect America.


About Time Warner Cable Intelligent Home

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, 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.

Are there any inaccuracies in this review? We take our accuracy very seriously and would love your feedback. Give feedback here.

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157 Time Warner Cable Intelligent Home Reviews

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  1. 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
  2. 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
  3. 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
  4. 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
  5. 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
  6. 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
  7. 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
  8. 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
  9. 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
  10. 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
  11. 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
  12. 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
  13. 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
  14. 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
  15. 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
  16. 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
  17. 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
  18. 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
  19. 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
  20. 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

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Our Score
6.2
User Score
2.6
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$39.99

Install & Equipment Fee

$99 - $199

Contract Length

18

Cancellation Policy

Fees May Apply

System Relocation Fee

Fees May Apply

Number of Reviews

157
Our Score
8.9
User Score
7.7
Rank this Company

Ratings Breakdown

Monthly Monitoring Fee

$19.99-42.99

Install & Equipment Fee

$0

Contract Length

36 Months

Cancellation Policy

Pay Balance

System Relocation Fee

Free

Number of Reviews

2,431