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#26
TimeWarner-Logo

Time Warner Cable Intelligent Home

Biggest Customer Gripe: Bad Customer Service (read reviews)

Our Score
6.1
User Score
2.6
Our Score
6.1
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

#26
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
    1
    October 1st, 2014 Bangor, ME
    0 people found this review helpful!
    Aweful. Had police at house 11 pm guns drawn second day of service… Scam… Nothing done to fix problem especially with billing. Returned equipment.
    Read More
  2. User Score
    5
    September 30th, 2014 Anaheim, CA
    0 people found this review helpful!
    The system is fine for monitoring, controlling lights and thermostat but the security center has failed to call when the alarm has gone off. Also inconsistency with the app on android vs apple. The android does not allow you to pinch or resize the image and the apple version does? What gives?, get a better programmer. Also HUGE issue: The cameras are IPv6 so if you don’t have experience in how to set up with a IPv6 network (if you cancel your contract), you pretty much bought equipment you cant use and they don’t let you keep the joke of a touchpad.
    Read More
  3. User Score
    0
    September 29th, 2014 New York, NY
    1 people found this review helpful!
    I would not recommend Time Warner Intelligent Home to anyone considering home security mainly due to the poor or non-existent customer service, dishonesty of the sales associate who sign you up for the service, and finally the shoddy equipment which is behind the times.

    To start, the sales associate who sells you your “package” will tell you anything to get “the sale”. You will never hear from that person again. When it is time for the terms of your arrangement to be fulfilled, the rep you happen to be talking to, will have no knowledge of the deal because they don’t see any notes on the system. Sometimes these reps will lie to you about things they will do for you. It is best you record and date any conversation you have with anyone from time warner for proof.

    By the way, the various reps have some creative first names that I’m sure they make up. Case in point: I spoke to a rep named “My” (she even spelled it) who promised to send an e-mail addressing my concerns regarding the price I was originally quoted to her manager but which has yet to be satisfied.

    My personal issue with Time Warner:
    I signed up for a custom package while comparing the various security companies. I decided to check out time warner because a friend recommended them and they had one of the shortest contract times (18 months). To get my business the sales rep promised me a decent package deal which would be billed to me with my monthly bill (time warner does not give you “free equipment” with a longer contract time). It didn’t take long for the nonsense to start. My first bill was nearly $1,000. Nowhere near the price the rep promised. The employee who was supposed to install the system came many hours late despite giving themselves a 12 to 4 PM window. I believe he finally showed up at 6 PM. I signed up in late April 2014. As of today, September 29th 2014, the package price I’ve been promised has still not been fulfilled despite to my many calls to time warner Intelligent home. I also have not received my $300 rebate Visa card I was promised at sign up because I pay EXACTLY what I’m supposed to and as a result my bill appears to be past due with the inflated package deal time warner still has not rectified.

    Recently, (on 8/28/14 and 9/8/14) I spoke to a rep named “Rudy” who states he sent an urgent email to the regional manager for all of New York State, “Erin” who is the only individual with the authority to approve credits to an account. Now “Erin” is a very interesting person if he even exist. Apparently he is the regional manager for intelligent home covering New York State with the power to issue credits to accounts, but he is never at work. Many reps I have spoken to since June 2014 have mentioned an “Erin” who is away on leave, was working from home, then he finally came back to the office in late August 2014 but he never seems to be at his desk, they always “just miss him”. The various reps always assure may they send their emails to “Erin” with high importance regarding credits due to my account. They even leave him sticky notes on his desk. But since April 2014, my issue has still not be resolved. I would love to have a job like “Erin”. No accountability, show up when you want, not answer e-mails, work from home….

    This is simply amazing. All the people without jobs in America, and this person in charge of NY for time warner intelligent home simply cannot or will not do his job. Hey, it’s good work if you can find it.

    Sorry for the rant, but in summation:
    While Time Warner Intelligent Home boast one of the shortest contract periods, the equipment and service is behind the times, the various departments do not communicate or pretend not to, and the customer service is atrocious. The sales reps will lie without consequence because the service reps you will speak to later will say, they don’t see it on the system, etc. Record all conversations with all reps for proof. Also ask them their names. Make sure you are in a state where at least one party consent makes it legal to record conversations (Like NY state). Look elsewhere for service. You’ve been warned.

    Read More
  4. User Score
    10
    September 27th, 2014 Beverly Hills, CA
    3 people found this review helpful!
    I have had nothing but praise for this system. I shopped around and found it had more bang for my buck. Once I had an issue with one of my exterior cameras, they came within 48 hours and replaced it for free. No big deal. Also, the have been very reliable at calling me if the alarm has been tripped.. And I LOVE the phone ap! I can view cameras from my phone and even set the alarm from it when I was away on vacation. Highly recommended.
    Read More
  5. User Score
    0
    September 17th, 2014 Durham, NC
    0 people found this review helpful!
    What a mistake it has been to sign up for this service. Just like TWC services, this one is nothing to write home about.
    I am just patiently waiting for the 18 months contract to be over to get rid of this nightmare…
    Read More
  6. User Score
    0
    September 2nd, 2014 Naples, FL
    1 people found this review helpful!
    This service is not reliable. There were many instances where the camera lost connection, and would have to reboot. Customer Service is non-responsive. It took me 1 hour, 45 minutes and 7 call transfers to have the service cancelled. After it was cancelled, and the equipment picked up in person by a company representative, they sent me a bill for the picked up equipment!!!
    Read More
  7. User Score
    0
    August 27th, 2014 Los Angeles, CA
    0 people found this review helpful!
    The worst customer service ever plus the system is garbage. Got a bill from the local police department saying they were dispatched for an alarm but the problem is there was no alarm because i was home. I had all the information stored in the portal and they still failed to admit there were at fault.
    Read More
  8. User Score
    1
    August 26th, 2014 Hilliard, OH
    1 people found this review helpful!
    Should have read the reviews! Installed Intelligent Home (IH) on late may, worked flawlessly for 2 weeks then troubles keep happening, TWC techs have been in my house 1-2x/week for the past 10 weeks. from late evening to weekends!
    Their mobile App keep losing signal (i have an iphone) to the main touchscreen so I’m not able to armed/disarmed/see camera views. So many techs have tried different solution, from changing CAT cable, changing router, modem box, the last one was swapping the tablet. It worked for 10 days then it’s dead again last night. Reported them to BBB and still working with TWC. Lost so many times and hours calling 800#, waiting for techs appointments and aggravation.
    So far I’ve paid $800+ fpr equipments, I believe I paid for “aggravations” instead of “piece of minds” as what we should have paid for when buying/subscribing for security system.
    Read More
  9. User Score
    0
    August 19th, 2014 Riverside, CA
    1 people found this review helpful!
    All of the previous reviews sum it up for me as well. Bait and switch. Scam. Terrible customer service. No supervisors. Any of the single reasons above should be enough reason to look away from Intelligent Home, but l was lucky enough to be troubled with all of the above. An absolute nightmare to deal with and now they surprise me with a $200 cancellation fee that wasn’t noted when I purchased OR cancelled the service. Just showed up on my bill to my surprise. For the umpteenth week in a row, spent over an hour trying to get a supervisor and the 5th sales agent finally told me a supervisor was no longer on the floor. Go figure, huh?
    Read More
  10. User Score
    1
    August 12th, 2014 Havelock, NC
    1 people found this review helpful!
    I have had the WORST experience with these people. No one knows what the other is doing, can’t do anything without going through Intelligent Home..just crazy. They claim that you sign up get package and get visa gift card. This doesn’t happen…. They jack up the bill to hundreds of dollars, for months, fix some but your still left with HUGE bills and since the bill is jacked you don’t get refund. I would not recommend this AT ALL! It’s truly not worth the headache. You might as well let someone break into your house and steal everything you have got because essentially this is what TWC is doing……
    Read More
  11. User Score
    9
    August 9th, 2014 Burnt Hills, NY
    1 people found this review helpful!
    I’ve had the IntelligentHome system for about a year now and works flawlessly. Had a sensor battery replaced when I called it in. That’s about it. The IntelligentHome customer service dept is separate from the other services so when I called, there was a 2 minute wait. That was it. Happy with camera images and getting alerts to my phone when I’m travelling. Good system for the $$’s
    Read More
  12. User Score
    8
    July 26th, 2014 Raleigh, NC
    4 people found this review helpful!
    I guess I`m in a good area. Signed on to TWC signature service years ago and the intelligent home about 6 mths ago. They did a system takeover and added our storage sheds and installed multiple cameras.
    Everything worked right away and they had one small glitch with a sensor not showing up. They were supposed to come out one day but missed the appointment and came out next day and fixed issue. They gave us some free monitoring over the screw-up and have been happy since. No issues with alarm or TWC services working and billing issues have been next to nill in over 20 years with them so far in total. Guess I`m a lucky one after reading these reviews.
    Read More
  13. User Score
    1
    July 16th, 2014 Encino, CA
    1 people found this review helpful!
    Time Warner alarm system is good for nothing… My food burned and caused all the smoke detectors going off and big noise throughout the house, I had to open all doors and windows. It took 10-15 minutes for the smoke to clear and the smoke detectors to stop beeping. Time Warner never showed up or sent for help. when I called after 38 minutes being on hold a very rude rep took my call and put me on hold. After 27 minutes wait I just gave up and hung up . How can you fight Time Warner the giant corporate beast??? I am UNDER CONTRACT. I have no other choice. I am safeguarding my home through cameras they put in until my contract is up and and I am free to go….
    Read More
  14. User Score
    10
    July 10th, 2014 Chatsworth, CA
    2 people found this review helpful!
    I really like my service. The security support and strive is much better than any other company I have used. I still cannot figure out the thermostat control, but overall I am very happy. I have Internet, TV, Phone and now intelligent home. I am always happy with TWC service, installers, and support.
    Read More
  15. User Score
    0
    June 25th, 2014 Wilmington, NC
    0 people found this review helpful!
    My Intelligent Home is so dumb my stuff doesn’t work right if I have it plug in my internet gets slow I wish I never got suckered in this I wanted a piece of mind but I really don’t feel safe now Please FIX your Intelligent Home
    Read More
  16. User Score
    0
    June 12th, 2014 Columbus, OH
    0 people found this review helpful!
    Time Warner Cable is in my opinion the worst in the country. Customer service is nonexistent. Have been on the phone every month because bill is NEVER right.Have them for 7 months because only cable allowed in Wake Robin Apts. Just got bill again instead of 130. It is 275. 66.99 for internet Was told no internet for 14.99 Now have been on phone for 3 hours trying to get it cancelled because of intelligent home . Do not sign anything with this company.
    Read More
  17. User Score
    0
    May 19th, 2014 New Windsor, NY
    1 people found this review helpful!
    This is the worst system and company I have ever had to deal with. Installed 10 days ago and still not fully working. Three techs have been out and each time they leave – the system is worse than before. Billing is higher than promised. Not able to speak to a supervisor. Everyone is reading from a script. I totally agree with all the other 0 ratings. I have lost more hours at work that I can count. This is an unbelievably poor process and I am so very disappointed.
    Read More
  18. User Score
    0
    May 2nd, 2014 Whittier, NC
    0 people found this review helpful!
    I had Intelligent Home installed in January, and bought the bundle which included the Samsung Tablet. We have never received the tablet after multiple phone calls and they told us they would send out the verification code through the mail and never have. Multiple technicians have come out to fix the Intelligent Home system to only have the system fail again. The routers have been restarted multiple times to only have more problems and every time the router is restarted we lose connection to another camera. We called to cancel the service and to be reimbursed for the installation and the equipment and the representative was extremely rude and interrupted us multiple times when we were trying to rectify this problem. They wouldn’t let us speak to their supervisor and we continually get transferred to different departments and have to explain the situation again, to only get transferred again. I WOULD NOT recommend this system to ANYONE. This is the WORST experience I have ever had and I feel bad for those who do not realize what they are getting into.
    Read More
  19. User Score
    0
    April 25th, 2014 Raleigh, NC
    0 people found this review helpful!
    I called to set up the Intelligent home and they scheduled me for a specific date. I then get a call from the dispatcher with a different date. They changed the date of our install without even notifying us. That was a poor start so I canceled. A poor start is just a signal as to what is to come.
    Read More
  20. User Score
    8
    April 22nd, 2014 Lancaster, CA
    2 people found this review helpful!
    I purchased a basic system from a local electronic store, and after countless hours of trying to get it working, I gave up and gave it away. Recently, I purchased the TWC Intelligenthome system, and eventhough it’s initially pricy, they divide it up over three monthy payments which was great. It took the techinician all day to install, but he did a great job and made certain that we were happy before he left. He even made sure that we gained access to the website and we downloaded the ap on my phone, which is a great tool, I’ve used it several times already. There is only one issue I have, and that is the camera is fixed and cannot scan the area. If they were to add this type of equipment, I will buy it and then be happy.
    Read More

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Real Customer Reviews

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Our Score
6.1
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

2,441