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 159
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.

159 Time Warner Cable Intelligent Home Reviews

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0

Score

MrsMommy El Paso, TX

Aug 11, 2015

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.

0

Score

Jeffrey Stewart Rockingham, NC

Aug 10, 2015

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.

0

Score

Stephen Vogt Wilmington, NC

Aug 7, 2015

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.

0

Score

Lynn Gill Plano, TX

Jul 31, 2015

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

0

Score

Darlene d. San Antonio, TX

Jul 30, 2015

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.

0

Score

Murali Durham, NC

Jul 21, 2015

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!!!

0

Score

DeAnna Pickett Dayton, OH

Jul 20, 2015

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.

2

Score

Sherry New York, NY

Jul 19, 2015

Awful customer service and product. Waste of money and time.

0

Score

Jay Albany, NY

Jul 2, 2015

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.

4

Score

K. Besig Cypress, CA

Jun 26, 2015

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.

10

Score

Trey Charlotte, NC

Jun 22, 2015

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

9

Score

Kevin Harmon Englewood, OH

Jun 16, 2015

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.

0

Score

Ag Rochester, NY

Jun 12, 2015

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.

2

Score

F. Garcia Riverside, CA

May 18, 2015

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!?

0

Score

lee green Chillicothe, OH

May 14, 2015

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.

1

Score

Betsy Lima, OH

May 10, 2015

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.

0

Score

Luanne Waxhaw, NC

Apr 29, 2015

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!

2

Score

Tori Stimaker Erie, PA

Apr 26, 2015

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!!!

0

Score

Selena ivery Rochester, NY

Apr 21, 2015

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

8

Score

William Williams Niles, OH

Apr 4, 2015

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.

6

Score

Kia Greensboro, NC

Mar 30, 2015

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.

1

Score

Carolyn Richardson, TX

Mar 25, 2015

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?

5

Score

Kristine Lawndale, CA

Mar 12, 2015

We have had them for everything for years my husband doesn't want to deal with switching everything but I'd love to get rid of them . Issues cable- ordered pay per view spent 1.5 hours on the phone with 3 different reps and only got one rep who was able to fix it so we could watch on one tv and so our guests couldn't enjoy the BBQ and show all at once. That's the point of having the multiple tv's set up to watch together etc. Still couldn't get the high def to work with Cs agent so we accepted it when we got the show to play at all! Missed half but at least they got it working for the main event. The box records half a show or freezes leaving you to give up and use another tv till it resets. This happens too if you're watching tv but another show is recording and it messes up then you're just stuck until it resets . Replaced the box as Cs says it's the only fix. Been here before with them. The alarm is convenient to change thermostat or set it from work when our daughter is home from school but the two dogs trip the sensors so at night we keep them upstairs so they don't set them off. Plus the cameras have glitches sometimes they will just loose the image but only on one camera at a time . At first I thought someone might be trying to break in, now I'm just like cameras just acting up. No problems with the internet.

3

Score

Jenny Los Angeles, CA

Feb 19, 2015

Service-Seller unlear with customer about offer and many tricks. 1- Customer will get record memory online. "Log-in and see they restore the record anytime" 2- Will have $200 rebate when you order intelligen systems. 3- When custome got problem, want to contact Intelligen service, hard to make it. I did online chat with customer service and be tranffer to another customer service website, after an hout chat and waiting I got a phone number 'cause, my problem not belong to their departement. (855) 892-1122 I did call and have another phone number (800) 619-0035 with open 24/7 All not work for me. They did not say clearly when talk with customer. So, customer can't get a rebate because some "bs" reasons. About the cameras. I got 2 cameras. 1 front door and 1 back door. The back door good video all the time. The front door on and off by it self even internet work good (back door till work while front door off) So sad.

10

Score

Loni Gray Columbus, OH

Feb 16, 2015

So very happy that I have this system. I now feel safe and sound in my new home. I can now sleep with both eyes closed

2

Score

Matt Brooklyn, NY

Feb 16, 2015

Too often, I run into functionality issues with this system. when I had ADT a few years back, I never had an issue. However, in just six months with TWC Intelligent Home, I have already had several. Issues include: -Failure to connect -Failure to arm/disarm -Router connection problems -Loss of broadband connection -Sensor Malfunction -Ambiguous advertised price

8

Score

p marshall

Feb 14, 2015

The history of system is a wonderful tool. The system also emails you, if you would like, when the doors are opened and/or closed. The fob is the way to go especially if you don't want to have to rely on your phone for everything. Easy to use. BUT... make sure that you don't change what you want during instal because the technician's computer doesn't talk to billing and you will be billed for the package that you were supposed to have installed, not what you did in fact have installed if you changed it during installation. I wanted video surveillance but did not have power in the area so I scrapped the idea at the time of install. Billing still hasn't figured out that I don't have this feature.

0

Score

jv Ridgewood, NY

Jan 24, 2015

more twc garbage and awful customer service

2

Score

Priselah Buffalo, NY

Jan 9, 2015

This product will leave you feeling very insecure. Doesn't work well. Research

1

Score

jane Chino Hills, CA

Jan 8, 2015

I have home alarm and camera with them, worst than ever, i didn't know that i have 18 months contract, no one ever tell me that when i called them, and not only that we wanted to cancel, the camera that we own we can not use anywhere else and they told me that we can only use on their internet. What a waste of my $$$$. I hate Time Warner!! Please do not sign up

1

Score

ken hodges Concord, NC

Jan 5, 2015

very terrible and way to pricey

2

Score

Paul Los Angeles, CA

Jan 3, 2015

I was placed on hold for literally 45 minutes total time as the inept Customer Service Rep stumbled with every question I had, as if he had no idea about security systems at all (maybe it was his first day, ok). But after I paid hundreds of dollars for their equipment and had it installed by a technician who programmed the "door" sensors as "windows" and half the "windows" as doors, that should have been the indicator of the kind of company I was dealing with-- and considering we were doing this for peace-of-mind for the safety of my young children, I was expecting a very professional, top-notch company. I was wrong. After the first few days, the alarm was set off. The Customer Service Agent over the phone said the motion sensors were set off-- by the two small dogs we have. I told the CS Agent that I had previously had a long discussion about dogs with the Selling Agent that sold us the package, and he said small dogs were not at all a problem. The CS Agent then told me that "yes, small dogs aren't a problem, unless they run or jump up on anything". Basically put, small dogs are only an issue if they're BEING DOGS. Why didn't they mention that when they were selling me the motion sensors!!? Turns out that we can never use the motion sensors that we paid a lot of money for. Also, we ordered two cameras to be installed, which are cool and very smart and work decently. But it was only after the sale that we learned that the cameras DON'T RECORD. Only if you program it to capture images after an event (like a door opening)-- but still, it only records ten seconds. Again: why wasn't this mentioned in any of the brochures or by the Selling Agent?? Eventually the internet connection became disabled on the control panel. Since it costs money to have a technician come out and take a look, and we have to take off the whole day from work because they only schedule technicians for a 4-6 hour block of time to arrive at your house, we never considered it worth it, so now we just don't have the internet connection to the Control Panel. Basically put: don't believe in their hype. If you're going to spend this kind of money, find some other company who will be upfront with you. Let the quality of their Customer Service be the barometer.

0

Score

Lisa S Los Angeles, CA

Dec 28, 2014

WORST EVER! I wish I had shopped around before getting sucked into the Time Warner trap. They promised me a $300 rebate if my account was current for 90 days. Well on my first bill there were numerous charges for sensors and other items I was told I was not going to be charged for. When I called they said the charges were, in fact, incorrect and they would credit them back (it was about $250 in incorrect charges.) They said in the meantime to just make partial payments on my bill because the credits would be showing up later. WELL - 90 days later when I should have received the rebate, I called because nothing had come. They said they showed my account had been PAST DUE so I was no longer eligible for the rebate!! I had been a Time Warner customer for over 8 years and had never missed a single payment - even those months I had been instructed to pay in part. Well as it turns out apparently it was those partial payments that made me ineligible - EVEN THOUGH I DID EXACTLY WHAT THEY TOLD ME TO DO! Talk about deception. After 6 customer service calls and about 7 hours on the phone later, having spoken to supervisors who agreed I should still get the rebate, still nothing has come of it and I'm now being told again that I am ineligible. I feel that I was completely lied to. We are now dumping Time Warner completely - PLEASE do not get sucked in as I did.

0

Score

Randy Louisville, KY

Dec 8, 2014

These are the worst customer service people I have ever experienced. The bundle sales rep gave an over the phone cost which customer service could not find after I received a bill for 40% more than quoted. After many hours on the phone no resolution was made and promised call backs were not received. I only received threats of high charges if I attempt to cancel. DO NOT SIGN UP

10

Score

frank Van Nuys, CA

Nov 17, 2014

There is no doubt that some of you have legitimate reasons to be upset. Reviews sometimes can be misleading though. The service is great. I've had my alarm system with TWC for over a year and I could not be any happier. Their internet is one of the best in SoCal so I have no problem bundling. It is really easy to install since it is mostly wireless. I truly enjoy it.

0

Score

Richard Corpus Christi, TX

Nov 9, 2014

The worst service ever i have encountered. As of now, i am looking for somebody to fix my home alarm system coz its not working anymore and when i called them to fix their mess, they told me im no longer a customer. From the Store in Saratoga weber to customer service, they keep on giving excuses. If i were you......DO NOT USE THIS COMPANY....YOU WILL REGRET FOR THE REST OF YOUR SERVICE.....

8

Score

Caressa Ewa Beach, HI

Oct 31, 2014

No complaints!!! The installation was great and the customer service in Oahu was outstanding. Schedules changed due to remodel several times and Oceanic was more than accommodating. Alarm has been accidentally set off 3 times and I am amazed at the quick response time and they're on the mainland!!! Cameras are awesome and the remote on/off light capability is genius.

1

Score

Diane Batchelor Wilmington, NC

Oct 20, 2014

I can't believe the lack of communication between departments. I returned equipment to a mall store. I have the receipt in hand with a Receipt number on it. Received my bill still being billed for the DVD Box $12.95. Called billing gave them the receipt number, they cannot find my receipt in the system and they cannot contact the store where I returned it. We did what we were supposed to and now they want me to take more time to copy the receipt and fax it in. Receipt number should have a purpose. If nothing else but for TWC to audit its returns. Does anyone audit to see what receipt numbers are never reported? What happens to the equipment that is never reported returned? We are not cancelling our service yet, just downgrading. We were told we will be billed for this returned equipment when we cancel our service. Guessing the receipt is one that fades with time so we won't be able to prove anything was returned. For such a supposedly high tech your systems and customer support-SUCK, and I hate that word but it is the only way to describe your terrible, terrible system.

8

Score

Jacqueline Simpson Charlotte, NC

Oct 19, 2014

I have had TWC Security and have always been satisfied, but there was an incident yesterday, Oct. 18, that was wrong. My Grandson accidentally set off my alarm. He put in the code, but was having trouble remembering the word to use. By the time he said

0

Score

tim Bucksport, ME

Oct 16, 2014

I spent an hour and half trying to lower my bill. Was told they would give me a great deal. They lowered it by $4.00 dollars. I wasted 90 mins for $4.00.Waste of time.The service stinks. Service out more than on. Worse than dial up.Dont waste your money.