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

geoffrey Avon, OH

Oct 7, 2014

Time warner installed an intelligent home system with smart phone controls. It has been an absolute fiasco. They had to come out three times to install and system was not installed according to what was ordered. They unplugged a freezer to install their system and ruined about $200 of food. Then they left all of windows in my house on the first floor unlocked after "testing" the windows. So my windows were all unlocked for a full week with small children in the house. Last but not least they installed a thermostat that is supposed to be controlled by their system, but it didn't work. My family went without needed heat and we had to stay in a hotel. I put 4 calls in to their so called technical support for assistance and still have not received service or even a call back to let us know what is going on. And that is after being on the phone for over 4 hours with them. NICE. In summary, Time Warner intellegent home customer service is unacceptable on any level and once it is installed it is impossible to get serviced. I would choose ADT or another system if I had to do it over. This is the most unorganized company I have ever had to deal with.

1

Score

Teronda McNeil-Hewitt Raeford, NC

Oct 3, 2014

I have had four service calls because the service is not working properly. 1) My system says network lost which means nothing is getting to the monitoring center. 2) Because the network is lost I can arm the system just to scare off burglars but it takes me 10 minutes to disarm when I enter the home meaning the alarm is blaring. 3) The service disconnects in storms which is why I have had to have four service calls 4) Technicians have no idea how to fix the problem and are rude. 5) I should have stayed with ADT. I was intrigued by the cameras and ability to monitor online. This is a wasted product and I am filing suit to get out of this ridiculous 18 month contract because it has never worked properly.

1

Score

Christopher farricker Bangor, ME

Oct 1, 2014

Aweful. Had police at house 11 pm guns drawn second day of service... Scam... Nothing done to fix problem especially with billing. Returned equipment.

5

Score

Gerard Roy Anaheim, CA

Sep 30, 2014

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.

0

Score

Matt K. New York, NY

Sep 29, 2014

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.

10

Score

Jami Beverly Hills, CA

Sep 27, 2014

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.

0

Score

Winfred Morgan Durham, NC

Sep 17, 2014

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...

0

Score

Denise Bradley Naples, FL

Sep 2, 2014

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!!!

0

Score

Jose Villa Los Angeles, CA

Aug 27, 2014

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.

1

Score

Cindy Hilliard, OH

Aug 26, 2014

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.

0

Score

Robert C Riverside, CA

Aug 19, 2014

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?

1

Score

Rene Hall Havelock, NC

Aug 12, 2014

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......

9

Score

John D Burnt Hills, NY

Aug 9, 2014

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

8

Score

Mike Raleigh, NC

Jul 26, 2014

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.

1

Score

Angel Encino, CA

Jul 16, 2014

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....

10

Score

Julia Chatsworth, CA

Jul 10, 2014

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.

0

Score

Shawn Rolof Wilmington, NC

Jun 25, 2014

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

0

Score

Rosemary Columbus, OH

Jun 12, 2014

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.

0

Score

Rita New Windsor, NY

May 19, 2014

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.

0

Score

Tiffany Whittier, NC

May 2, 2014

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.

0

Score

Stan Raleigh, NC

Apr 25, 2014

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.

8

Score

Sally Lancaster, CA

Apr 22, 2014

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.

1

Score

marie Liberty Hill, TX

Apr 16, 2014

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.

3

Score

Mike L Huntersville, NC

Apr 2, 2014

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.

0

Score

Michelle Lewis Charleston, SC

Mar 31, 2014

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.

5

Score

James Barstow, CA

Mar 22, 2014

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...

10

Score

c keller Palm Springs, CA

Mar 18, 2014

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.

8

Score

rob Queensbury, NY

Feb 17, 2014

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!!!

10

Score

Jerry Roy Anaheim, CA

Jan 20, 2014

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

0

Score

YP Walnut Cove, NC

Jan 13, 2014

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"

1

Score

Richard Pompano Beach, FL

Jan 3, 2014

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

3

Score

George Cincinnati, OH

Dec 26, 2013

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.

10

Score

Gini Northwood, OH

Nov 26, 2013

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!!

4

Score

Beth Round Rock, TX

Nov 14, 2013

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.

10

Score

Shane Charlotte, NC

Oct 26, 2013

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...

10

Score

amanda seneca

Oct 20, 2013

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

1

Score

Fran Kibelbek Charlotte, NC

Sep 24, 2013

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.

9

Score

BillB Ilion, NY

Aug 24, 2013

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.)

9

Score

Mark Buffalo, NY

May 24, 2013

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.