Time Warner Cable Intelligent Home

Time Warner Cable Intelligent Home

4.3

Our Score

2.6

User Score

Time Warner has rebranded as Spectrum.

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.

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 158
Review Last Updated: January 29, 2020

Real Customer Reviews

The home security reviews on our site are left by both customers organically looking to share their opinions and customers whose opinions have been solicited.

In order to ensure the legitimacy of reviews on BestHomeSecurityCompanys.com, all reviews are moderated by real people. We check each review for fraud and violation of our review guidelines. Customer reviews are unbiasedly checked and used to rank the home security companies on our site. You can read the breakdown of how we rank companies here.

158 Time Warner Cable Intelligent Home Reviews

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0

Score

Bernadette Buckley Newark, NJ

Jan 22, 2020

I actually did not have a complaint about the service while I had Intelligent home but now that Time Warner/Spectrum has decided not to continue with the home security service they are forcing customers to move to a new service. This transition was abrupt to the customers. Notice went out around December 6, 2019 to let us know that the service was getting discontinued on February 6, 2020. That's a time of about 60 days during the holidays. Bad timing. Also you can not re-use the equipment that we had with Time Warner for the new security system, including the thermostat. Customers were given a free security kit and free installation. Once you sign up you get 25% off ONE product. With the amount of money spent on the equipment and thermostat and installation. I would have hoped that Spectrum could do better by their clients than this "deal" that is being offered.

7

Score

King Kurupt

Sep 1, 2019

Compared to other firms, this is twice as expensive, the techs really didn't know what to do on install, was stood up once an they came on a day not scheduled. But with that said, cameras r top notch, app works good, contact is shorter. If your looking for a 1 bill kinda situation, they do a good enough to feel safe, real time monitoring etc, my only "con" is upfront pricing, hope they improve tho.

0

Score

Bridgette MILLER Cincinnati, OH

May 21, 2019

I been with spectrum for sometime and the quality of service they give is terrible. I have had intelligent home for almost two years I called to have my equipment serviced and had to argue with a representative just to get someone to come out and look at my I equipment and on two occasions I got stood up no one never showed and when I called to cancel my service I was put on hold for almost and hour and still have yet to get my issues resolved. This is the worst service I have ever received I will be contacting the BBB and doing a Yelp review

0

Score

Katy Buffington Mantua, OH

Nov 27, 2018

I stopped service for a while and when I called to reconnect I was told they no longer offer Intelligent Home! I paid $300.00 for cameras that are useless!

1

Score

CM

Nov 1, 2018

THE CAMERAS don't record ANYMORE..USELESS UNLESS YOUR PSYCIC!

1

Score

Maria Gonzalez

Oct 15, 2018

Techs smarter than calling 800 numbers to reach snotty reps in retention dept if you want to cancel that's it don't try to keep customer now to late!! In addition if your prior Internet customer of theirs at $95 a month alone not worth it to have home security. They require their Internet but any other alarm company is able to use any Internet so use their Internet if you already have it N in contract hire out a different security company cause if you cancel Internet you lose the security and get them coming to your home on a Sunday unannounced to collect equipment. Keep your paperwork contract and know exact what u purchase or they will slap you into credit bureau. Just an outrageous company overcharged illiterate phone reps!! GO AT&T!

5

Score

Pamela Chino, CA

Aug 26, 2018

The screen just went off by itself

4

Score

Larry Kessler Honeoye Falls, NY

May 22, 2018

TW/Spectrum's Intelligent Home is an unreliable system. The entire point is remote access and the ability to monitor from afar. This only works from afar when the broadband is working. If the broadband goes down or otherwise requires "rebooting" and you are unable to reboot the system, your ability to remotely monitor is disabled. My experience has been too frequently required rebooting hence unreliability. I'd rate the system as a 4+. out of 10 possible.

0

Score

Ram Marudhavanan Cleveland, OH

May 19, 2018

Spectrum is overcharged monthly rates and I bought $250 value camera and home security system when I cancel the service not able to use it. They are saying only will work their internet modem not other providers and they are charging early termination fees $95 for intelligent home. If I buy camera from Nest I am able to use any internet providers. Also, Motion detectors and Door sensors not work anymore, too.

3

Score

Evey Gonzalez Pomona, CA

May 16, 2018

When I had the alarm system installed they told me all the equipment was mine when I cancelled including the touch screen, but now are asking for the touch screen back. They need to specifiy that it is not part of the equipment package. Also, the installation was horrible and the door chimes continued to fall off constantly after installation. I had to reinforce them on my own.

0

Score

Al Mooresville, NC

May 3, 2018

They have tried to fix a problem I have for over a year and now want to charge me to come out and fix it.

2

Score

wanda Milwaukee, WI

May 2, 2018

My experience with spectrum has been a nightmare.. My home intelligent system never works service techs has been to my home on several occasions to resolve issue however within a few days the system broadband is still down.. I started off with time warner cable over 15 years ago sad to say I am cancelling my services with the company . My bill is well over 200 monthly and I only have the basic cable serviceeshas gone up over monthly since spectrum has taken over. I'm done.

10

Score

brent walling

Mar 30, 2018

I've had the intelligent home for 3 years now, and I love it. never had a issue and when I had a battery go low on one of my sensors, they sent me a new one with all the tools necessary to do it. I didn't even know that the battery was low. so thanks for that.

0

Score

Cynthia Schrodt

Mar 27, 2018

They charged our credit card for services we did not agree to. We canceled this service 2 weeks before it was to be installed. They refuse to give us back our 199.00. Every time I talk with someone they assure me the money will be returned, and then they DO NOT!! Do not use this company!! They stole our money!!

1

Score

Charles

Feb 23, 2018

Time Warner sucks, I spent almost $1000 on a system and the cameras work only intermitantly at best. And professional installation? What a joke the jerk who installed my system was rude to my wife and the cables he put in came out in the centers of my walls. A blind man could have done better. When I complained to TWC they totally blew it off.

8

Score

Ivan

Jan 28, 2018

We have had intelligent home for several years and it works just finr!Their service people and their installers were great!! Thank you!?

1

Score

Douglas Takach

Nov 14, 2017

We have had Time Warner Intelligent home for over three years and are fortunate enough to have not had but 1 alarm go off. Unfortunately we were out of the country at the time and did not have access to cell phone service. The alarm was set off by the motion sensor. Time Warner called us and left us a message....that we did not receive for 4 days being without cell phone service. When we returned to the states, I got the message and immediately called Time Warner. I was told since I did not respond with instructions, they reset the alarm for me. What is the urpose of having an alarm system and paying to have it monitored if they are only going to reset the system? Shouldn't they have called the police within a couple of minutes of not hearing back from me? This doesn't make any sense to me.

0

Score

Dawn Louise Larch

Nov 14, 2017

I'm having a problem with my system. I was told by customer service just to leave that part of the system unarmed until they can get out to fix it. It'll take 24 hours for someone to call me back, just to make an appointment. My motion detector is saying there's motion in my hallway. I hope not. I'm home alone and I'm in bed. It's unnerving. Customer service says to disregard the motion detector. He's telling me, sometimes when there's too much motion during the day, the motion detector will continue to sense movement during the night. (Does that make any sense ?) I live alone and I work all day. How much motion can there be that the sensor continues to tell me there's movement in the hallway, 30 minutes after I'm in bed. The customer service agent acted as if I was disturbing him. He didn't like the fact I asked questions and didn't accept his lozy answers. I got this system for peace of mind. To help keep me safe. Now I'm told to ignore the motion sensor. How scary.

1

Score

Jesse Brandt

Nov 14, 2017

Taken from TWC's policy. Such a waste. 4. You Must Protect TWC® Against Third Party Claims, Including from Your Insurance Company and Including Claims That We Were Negligent Your Duty to Protect and Indemnify TWC®. The Intelligent Home Service and our Customer Agreements, including the Addendum, are intended only for your benefit and the benefit of the members of your household. If a third party (in other words, someone not subject to this agreement), which could include your insurance company, makes or brings a claim against us related to the Intelligent Home Service, the Equipment or the Software provided to you (for example, claiming that they did not work correctly or that TWC® was negligent in providing them), or based on a breach by you of the Addendum, you will protect and indemnify us against such claim. This means that you will hold TWC® harmless, defend us (at our exclusive election), release us from liability and reimburse us for any losses or damages that we incur, including reasonable attorneys' fees and costs, as a result of such claim. Regardless of Basis of Claim. Your responsibilities under this section of the Addendum cover any Dispute brought by any third party, including your insurance company, whether arising under contract, tort (for example, a negligence or product liability claim), violation of law or regulation or any other legal theory. However, your responsibilities do not apply to Disputes based on injuries to third parties or to their property that occur while our employees or agents were on your premises and which were caused solely and directly by those employees or agents. EVEN IN THE EVENT OF OUR OWN NEGLIGENCE. YOUR DUTY TO PROTECT AND INDEMNIFY TWC® APPLIES EVEN IN THE CASE OF TWC®'S NEGLIGENCE. YOU WAIVE ANY RIGHTS THAT YOUR INSURANCE CARRIER OR OTHERS PURPORTING TO CLAIM THROUGH YOU MAY HAVE AGAINST TWC® (WHICH MAY BE REFERRED TO IN LEGAL DOCUMENTS AS RIGHTS OF"SUBROGATION"). False Alarm Charges. If we are required to pay any fines, penalties or other costs as a result of a false alarm at your premises, you will reimburse us for such costs, including reasonable attorneys' fees. If there are repeated false alarms at your premises, we may terminate your Intelligent Home Service "for cause." If we notify you of a malfunction which results in repeated false alarms, you will disconnect the Equipment until the malfunction is repaired. This may result in an interruption to the Intelligent Home Service.

0

Score

brenda mcduffie-sanders Wilmington, NC

Oct 13, 2017

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.

0

Score

dewey rodgers Farmington, NY

Oct 5, 2017

TWC/Spectrum has the worst service. I had the security system for 4 years, and it was down more than it was up. Finally, after 3 months of no service, and no help I cancelled. Now I have all the security equipment that is useless. DO NOT BUY

0

Score

Norm Findlay, OH

Sep 29, 2017

Does not work very well first the installer told us that we had 30 days to cancel not we hold 3 days its not worth the money I had the camera outdoor everyone had to be change out they do not last one did not make it two weeks its burn out the service man said they would be sending a new its been three weeks no camera and no phone call there stuff went back to them today i had the service for just over a year go somewhere else for a home security

0

Score

Al

Sep 1, 2017

Customer service is abhorrent. Appointments get cancelled and made without our knowledge or consent. Speaking with customer service results in having to deal with obstacle after obstacle. Appointment that was made for three weeks ago has yet to happen. Have never been so frustrated with a company.

0

Score

Aj

Aug 17, 2017

I dont think its very fair that you charge your valuable customers a $99 reconnect fee. The reason why i cancelled with you guys is because no would come fix my alarm. They would send people out to fix it while i was at work. Now the only reason why i want reconnect my services is because i like the price. My services have been cancelled alittle over 2 months.

0

Score

Phil Malone Portsmouth, OH

Aug 15, 2017

Unreliable even on TWC. Has over 10 sec lag time. Only one camera records. Constantly buffering. Spectrum will not support the IH product.

1

Score

N/A

Jul 22, 2017

These system is awful it is wifi based does not always work....I own cameras that I can not take with me to other companys. They take the monitoring screen back n they cameras are useless. It was a complete waste of money on my part. The prices are outragious you have to use Spectrums WiFi services for the system to work. They trap you completely. Thank God we were smart n left them....your better off With DVR system every 10 days the data is lost it wont store footage so you can go back n look at the features

0

Score

Frank Rossford, OH

Jun 29, 2017

I called to question my bill and they simply said 'return the equipment' then hung up.

6

Score

Dan Adams Cathedral City, CA

Jun 28, 2017

We've had TWC (now Spectrum) Intelligent home for several years. It as expensive to set up and nowadays there are better options for an intelligent home system. The touch pad from Spectrum is actually quite good and easy to use with lots of information. The apps for your phone/mobile device are also easy to set up and use. The alarm system itself is adequate. You can control the system from anywhere in the world where you have Internet connection. If someone is coming to your house, you can give them a temporary code to get in and you will be notified by text when they arrive and when they depart. The Intelligent home thermostats are a different story. They are old and clunky. You cannot program them to turn on or off at specific times. The maximum temperature for air conditioning is 86 degrees which is too hot if you're home .... but if your leaving for several days and want to keep the house at 90 to lower a/c costs, you're out of luck (we live in the desert where daytime highs are often in the 110 range). Furthermore, the phone app only works occasionally when raising or lowering the temperature from a remote location (or even within the home). You'll lower the temp from 86 to 78 when returning home, only to arrive at home and discover it never changed (even though the app says it did). Overall, I would not get Intelligent Home from TWC/Spectrum now. Several years ago when it first came out, it was cutting edge. But they have failed to keep up with the technology.

2

Score

Rosalyn Edmonds Chicago, IL

May 27, 2017

All away around, horrible cameras and a waste of money. Here's to all burglars...the crappy nighttime image, double image from window reflection, not weather resistant for outside eve installation, small viewing radius, and intermittent video viewing will allow you to wipe out a house with little worries of identification. I cannot even view my pet sitter or contractors come and go because of the long delay and delay in video while viewing remotely. Thank you TWC for taking my $300 for cameras and making me feel as unprotected as if I had not installed tour crappy cameras at all. Even tour Tech guys agree that they are laughable and won't even use them in their own homes even this they're free to them. These were purchased 18 months ago and they've had no upgrades.

0

Score

Tyler in Texas Laredo, TX

May 26, 2017

An absolute nightmare! Stay away from them! I FINALLY get rid of this system tomorrow and this is after they were trying to add an additional month to contract. Luckily I had documentation of when installed. System is just sorry, and once I paid equipement off and expected to have a lower bill then Spectrum raised my cable, internet, and phone rate along with dropping channels from lineup and I RARELY can even get 100Mb/s download (wired or wifi) when paying for 300Mb/s. This of course sends (un)intelligent home into a spin. Cameras don't do what they claim. All but useless. Also, you make any changes to your other Spectrum services you have to go through a special number to (un)Intelligent home and they mess things up more often than not. I can not say one good thing about Spectrum or any of their services.

2

Score

Melvin Rice

May 26, 2017

I have been very disappointed with the quality of service. First of all their 24/7 monitoring is always going off-line. Also as they note you must have their cable service. Since Spectrum has taken over the price for everything has jumped almost 50%. I decided to go with another security service and as I was taking down the sensors I discovered they were not only screwed to the wall but also glued. This resulted in some very ugly gouges in the walls. If you want home security keep looking. There are several highly rated services that would serve you better than Spectrum/Intelligent Home.

1

Score

Bob San Diego, CA

May 20, 2017

Phone app not connecting yet once again and customer service rude. No attempt to try and fix unless I was able to go unplug equipment while I am not able to at the moment. No offer of a credit for having limited to no service for a week until they take thier sweet time getting someone out to fix it. This is the 6th time in as many months there have been issues and I will be canceling my service for a company that actually values my business and has technology that actually works.

0

Score

Louise Monrovia, CA

Apr 28, 2017

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.

0

Score

Pam Overstreet Dallas, TX

Apr 15, 2017

Tried to get additional security with cameras; could not reacth anyone......./over a period of 3 days was transferred over and over. Today, I am trying to cancel my Intelligent Home, and have now been on hold for 14 minutes!

3

Score

Mike

Mar 25, 2017

system was always failing and customer service was a joke. hope all of you take heart and listen to the reviews. You have been warned.

10

Score

Matthew Fultz Cleveland, OH

Mar 9, 2017

Ive had Intelligent Home for 3 years now. I have a feeling most people's issues with it are lack of knowledge. This system works perfectly fine. No camera has EVER gone offline as far as I can tell nor has any sensor. One of the cameras are pointed at the driveway, we have a big house so we use it to see whos home, ive checked it at all hours during the day from work and night time when on vacation, never an issue. The system has a lot of customization for alerts, you can set it to tell you the basics like when an alarm is tripped or when the power goes out or for more custom occurrences, like if a certain door is opened after a certain time or if it isnt opened by a certain time. Great for knowing if kids leave in the middle of the night or if they dont come home from somewhere when planned. My only issue has been with customer service for the alarm portion. Everyone gives you a different answer and certain account changes have to be made by I.H. support, not TWC normal customer service. It was a bit bumpy in the beginning with what I as given with what I was promised, after a few rough conversations, they made it right. Its a shame to see they no longer offer new subscriptions, Ive spent 3 years talking this thing up and had a few people (who are also very happy) sign up. The only other negative I think would be the upfront cost, I spent almost $1000 on equipment and additional sensors are $69 but can be found on Amazon for $25. The door locks are another pain point, $300/ea and only from Best Buy. But like any smart shopper, I did my research before buying, I knew what I was getting into.

1

Score

Daniel D.B. Moreno

Mar 7, 2017

Note that Time Warner is now Spectrum and the relationship that Time Warner had with Intelligent Home is not promoted or offer in their current portfolio of services and products. That being said, my experience was not positive and regret having done business with them. Not trustworthy, or accommodating in any manner. Avoid this at all costs.

0

Score

Brenda McDuffie

Feb 8, 2017

Brenda McDuffie constant issues with being offline no broadband promised $200 gift card but I didn't receive it. Loop hole I was penalized for being late on Internet bill prior to upgrading to phone cable and intelligent home. I will be downgrading to Internet only. Kicking everything else to the curb. In the market searching for other security systems providers forget cable...there are cheaper options. These clowns have the nerve to send certified letters when you are late but mind you they bill 1 month ahead. I have had it after being called 900 on a Saturday morning to collect a debt when the product quality is poor.

1

Score

Letitia Milwaukee, WI

Jan 27, 2017

Someone broke into my vehicle parked in the driveway. When I went to retrieve the footage from my monitors I was advised that I only have Live monitoring only. Very dissatisfied.

0

Score

srdjan sudar Cleveland, OH

Jan 25, 2017

Please do not buy this system. Super slow and poor quality you will only be able to see what ever you need to see if the target does not move for 10 seconds on average. I called time Warner and their answer was that that is best their system can do. This is pretty sad considering we live in 2017 and $35 wifi camera will give you HD quality and speed and you can buy them pretty much anywhere without paying monthly. I am truly disappointed and will never recommend this system to anyone.