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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
    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
  2. 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
  3. 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
  4. 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
  5. 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
  6. 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
  7. 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
  8. 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.
    Read More
  9. 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
    Read More
  10. 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.
    Read More
  11. 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.
    Read More
  12. 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!?
    Read More
  13. 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.
    Read More
  14. 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.
    Read More
  15. 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!
    Read More
  16. 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!!!
    Read More
  17. 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
  18. 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
  19. 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.

    Read More
  20. 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

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Real Customer Reviews

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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

2,432