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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
    1
    April 16th, 2014 Liberty Hill, TX
    1 people found this review helpful!
    do not, I repeat do not get Time Warner security system.I purchased the basic plan meaning $99.00 my contract says $99.00 rPlus 1 free camera. However Time Warner is billing me four hundred and fifty dollars. I have talked to so many people in order to fix this problem but no one seems to know what to do. Again this company is a rip off. go to Best Buy and buy your security system or called simply safe. my next step is to go to the Better Business Bureau maybe they can help.
    Read More
  2. User Score
    3
    April 2nd, 2014 Huntersville, NC
    0 people found this review helpful!
    System is now useless if it takes more than 500 pictures a day because they have just instituted a QUOTA!!!

    Instead of rewriting the photos at the end of your Que, as is the industry standard, the system just STOPS TAKING PHOTOS till the next day…

    A rep told me its not really a security system, its a life-style system!!!

    I told him the sign they gave says protected by Time Warner SECURITY…

    What a joke… Rendered a somewhat decent system into a useless and unwanted pile of crap. So sad.

    Read More
  3. User Score
    0
    March 31st, 2014 Charleston, SC
    0 people found this review helpful!
    I will never, never, never recommend this company to anyone for any reason under any circumstances! From December 2011 through today, this company has failed my family every single day with this so called “Security”. The only security I need right now is security away from this dreadful service! Never works right. You’ll get tired of calling and ultimately become so discouraged that you’ll just stop using it until the stupid contract expires. AWFUL!! Don’t go this route! Go with a company that JUST does security. This is not the way to go! Will be glad to be rid of this company and the ridiculous attachments associated with them.
    Read More
  4. User Score
    5
    March 22nd, 2014 Barstow, CA
    0 people found this review helpful!
    TWC Intelligent Home package is a good deal if already a TWC subscriber. The security system works as advertised with some minor delays within the video. The negative side is that the sells department and their tactics should be rated below the BBB standard. I felt as if I was a victim of bate and switch when I received my first month bill. Three weeks after having the system I had to have a service tech come and troubleshoot as my cameras were no longer working. My decision to keep the system will soon be tested if this continues. I’d rather pay the cancellation fee then continuing to have negative experiences with the service, More to follow…
    Read More
  5. User Score
    10
    March 18th, 2014 Palm Springs, CA
    0 people found this review helpful!
    I absolutely love my alarm and have peace of mind knowing I have it, my only problem is that when I agreed to order this it was supposed to come with a samsung tablet if I keep the alarm for 3 months, well I still have my alarm system but I never recieved my tablet which they said I would by valentines day. I wish someone would get back with us on that because I’ve been putting off getting a tablet and waiting on this one.
    Read More
  6. User Score
    8
    February 17th, 2014 Queensbury, NY
    0 people found this review helpful!
    when we order the home security system we where told 165.00 with internet,phone ,tv.we already had internet,. all we did was bundle all 4. we order 1 key fob. we where shocked when we saw this page!!! the bill changed to 255.00 a month for 3 month, i called time warrner to see and ask to speak with a manager .surprise!! no answer !!! we called back and we got lucky and we got a good phone rep and he worked with us on the total cost.so we are keeping it.thank you to the phone rep!!!
    Read More
  7. User Score
    10
    January 20th, 2014 Anaheim, CA
    0 people found this review helpful!
    Service works mostly. The #1 pet peeve is the dumbest touchscreen you could ever imagine. What a POS. Oh BTW, ask them if you can USE the system you paid for when your 18 months is up? They take back the touch screen too. Good riddance
    Read More
  8. User Score
    0
    January 13th, 2014 Walnut Cove, NC
    0 people found this review helpful!
    DO NOT BUY NOR FALL FOR THIS CRAP!!!
    I as many other have had a very VERY unplesent time with this security tablet. Its faulty !! 230 in the morning cops, firetrucks, ambulance come flying into my driveway. banging and kicking on my door. Literally through me to the ground and cuffed me in my own house. Why … they say they got a signal dispact and not knowing the emergency, all there services came. Tore my yard apart, and run over my water pipe line busting it. All in one the damages cost me 900 dollars, and they say the arent reliable to pay or take responsiblity for the faulty mistake. MY ADVICE TO ALL> AVOID THIS SCAM BY ALL MEANS. Try cpi, or edt. TWC has lost they minds think they can run something like this. AVOID THIS BY ALL MEANS> IF IT HASNT HAPPEN TO YOU YET> BELEIVE ME IT WILL AND YOU WILL BE IN MY SHOES!!!!!! “Pissed”
    Read More
  9. User Score
    1
    January 3rd, 2014 Pompano Beach, FL
    0 people found this review helpful!
    I was misled with this security package. First, the initial quotes provided by TWC salespeople were understated and misleading by a significant amount. I was quoted that the system would cost me $39 + $198 for 2 cameras.
    I was shocked when the numbers finally came in after initialization. I was charged $509.18 on my credit card.
    I questioned the cost and was misled again. This is a bait and switch scam
    Read More
  10. User Score
    3
    December 26th, 2013 Cincinnati, OH
    0 people found this review helpful!
    Misleading!

    While being a long-term TWC customer, I was misled with this security package. First, the initial quotes provided by TWC sales people were understated and misleading by a significant amount. I was shocked when the numbers finally came in after initialization. We questioned the cost and were misled again.

    Second, the installation was one of the worst I have ever had; the technician (?) didn’t have a working drill, not enough fasteners, left cables hanging two feet from the basement ceiling, wasn’t going to caulk outside, and had difficulty trying to figure out how to do the wiring. I let him use my electric drill, step ladder, provided wire fasteners and ended up moving some of the wiring so it looked more professional.

    I would have expected such work from someone who showed up in an ummarked pickup truck in my driveway.

    Read More
  11. User Score
    10
    November 26th, 2013 Northwood, OH
    0 people found this review helpful!
    We are 100% satisfied with this system and love the ease of use from the touch pad, wireless pad in the bedroom and phone app. The package bundle with what we already had makes our monthly bills less and we got faster internet modem and an additional box for another TV. There was a problem in the beginning because our wireless system was on the same zigby channel. The guys came out again, figured it all out (a new problem for them) and got the channel changed so it works smoothy now. Installers were great and informed. This system is new to our area (we are rural) but I would highly recommend!!
    Read More
  12. User Score
    4
    November 14th, 2013 Round Rock, TX
    0 people found this review helpful!
    We’ve had nothing but problems with our system. Would NOT recommend. We had issues immediately after install and I couldn’t get anyone to come out. When they finally did come they found the touchscreen was in fact faulty and replaced it. We have connectivity issues regularly; can’t always arm/disarm or check cameras from phone ap. Right now the thermostats are malfunctioning, requiring yet another service call. It’s been a headache.
    Read More
  13. User Score
    10
    October 26th, 2013 Charlotte, NC
    1 people found this review helpful!
    GREAT SYSTEM!! I was with ADT, it was the worst system I have ever had. TWC came out and installed the new system. I have had it a month now and have had no issues with it. The cameras are great and easy to see on your phone. The auto light are great.. The Web site to set you personal settings is easy to work and you can do anything on it as far as setting up times and dates for your alarm system to set or lights to automatically come on and off. This is a great system and would tell anybody to go with TWC.. You will be happy with all its function and personal settings…
    Read More
  14. User Score
    10
    October 20th, 2013
    0 people found this review helpful!
    i love the package i got but i still cant get how to set my alarm from my cell phhone for when im away from my house
    Read More
  15. User Score
    1
    September 24th, 2013 Charlotte, NC
    0 people found this review helpful!
    The service is a scam. In order to get the $33.99 per month, you are required to have TWC internet. The issue is that I have had techs out on multiple occassions and they are unable to get the internet working at my home. Once connected, I am put back to a sign on screen that requires me to go through opening a TWC email account and “accept” a myriad of terms that I do not agree with. TWC will not help. I am more than willing to pay the $33.99 per month, but I refuse to pay a $1 more for an ISP that doesn’t work. There appears to be no amicable solution.
    Read More
  16. User Score
    9
    August 24th, 2013 Ilion, NY
    2 people found this review helpful!
    I had signed a contract with Protect America (see separate review) that was going to cost me over $700 in upfront equipment costs and $53.99/month when I spoke with someone using TWC. His experience and the difference in the monthly cost led me to send back the Protect America equipment package unopened and to cancel that contract. TWC’s installation was free, and the tech(s) spent almost 5 hours here setting things up for the best possible coverage. I really appreciated their on-site evaluation and suggestions for placement of sensors, smoke detectors and cameras. They explained and tested everything before leaving. While the upfront cost for equipment wasn’t cheap, neither was the package from Protect America, and PA didn’t include equipment that was as sophisticated as the TWC gear. I was also able to spread the payment of the equipment out over three months. The fact that the contract for TWC is only 18 months and the monthly fee is a flat $33.99 (if you have any other cable service from them) made this a no-brainer. My system has an iPhone app for complete control and internet access from anywhere.because it is broadband based with cellular backup. PA’s system was going to be just cellular. I’ve been impressed with the monitoring service so far, and their customer support has answered any questions I’ve had. I’m not sure why the raters only gave TWC a 6.1, but I’d rate it a lot higher. (See my review of PA.)
    Read More
  17. User Score
    9
    May 24th, 2013 Buffalo, NY
    2 people found this review helpful!
    18 month contract when I signed up.
    No Charge installation, you just buy the equipment you want or are looking for. various packages include different equipment at a discount. I purchased the lowest then added a few things to it- the sales person even threw in a free lamp controller. So far I’ve had it for over a month and love it! I have camera’s, and can control and view everything through phone app or web while away. and the monthly fee doesn’t go up as you add things (ie remote control or cams) which was the biggest plus for me. Monitoring is via broadband with cellular back-up. I’ve tested both with very good response time from the monitoring center. The ability to monitor all goings on at home has been perfect and better than expected. I always know when anyone comes or goes. Highly recommended and the touch screen is awesome!
    Going to order an additional camera (which they will install at No Charge) in the next few weeks.
    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