terri shaw sent a message to Thomas Rutledge that said:
2nd letter see letter attached at bottom.
Dear Mr. Thomas Rudtledge,
I have been having horrible service with my internet and tv. with error codes NW-010-10.
Every time I call technical support at Spectrum they transfer me from tv to internet and then back and forth to each division.
To the point I am on the phone at least for 1 to 1 1/2 hours.
Trying to get Netflix, and come up with an error code NW-010-10.
Netflix tells me it is the cable company.
I talk to the television department, they tell me to rebot my cable box.
Then the internet tells me to unplug modem. Then transfer me back to tv or refer me to Netflix.
It always ends up being Spectrum.
Once huge circle.
Then I get a phone call from a live representative after I get off the phone at 10:28pm!
Who calls a customer at that hour of the night.
Then got 5 more phone automatic phone calls, next morning at 8am, etc.
Had a service technician come out last week on Tuesday May 7th. Took time off work.
He specifically said he was not able to fix the problem and said a maintenance person would follow up.
Maintenance person came out, and did not close out the ticket so we did not know what he repaired.
This is the story that I was told.
Then I was not able to get higher tv stations past like channels 35.
The regular tv station that I get had a message for me to contact customer service.
We tried trouble shooting that to no avail.
Wait for service tech to come out on May 14th.
We have here in Columbus the Blue Jackets play offs that were approx 10 days ago.
Have been watching it on tv. It was not avail the very last night of the last game!
So missed the play offs.
Still having problems with internet, and Netflix giving same error code.
Call Spectrum and get transferred again to tv, and internet. Back and forth.
We have to send out another technician for May 14th, had to take more time off work.
I have called Spectrum at least 10 times in the last 3 weeks.
Every phone call is at least 1 hour to 1 1/2 hours or longer by the time you are transferred back and forth from tv to internet.
So we have almost 15 hours or longer on the phone.
My son came out for Mother's Day on Friday May 10th, we went to watch Netflix had the same NW-010-10 error code.
Spent another 1 hour 15 minutes on the phone. Was going to be a peaceful relaxing night.
Had to call Time Warner to have resolved, extremely stressful.
5 more automatic phone calls to my house after calling.
Today another technician came out to house. More time off work.
Was told I had a splinter line they replaced the line in the rear of the house.
The tech was here from 1:40pm until after 5:00pm.
So we have two days off work.
Would like to be compensated for my time, and for the inconvenience.
For my job I had to find two trainers to teach at my job for my time loss.
One heck of a nightmare.
Then I was told my bill was going to be going up in rates!
Would like to speak to someone on the executive level regards to this.
Would like someone to contact me via phone to discuss this matter. (614)421-0077.
Very upset at this point!
Sincerely yours,
Terri Shaw
1228 Mulford Road
Columbus, Ohio 43212
Acct #10202-436403401-0001
Dear Mr. Thomas Rudtledge,
This situation is just getting worse and wasting more of my time.
I received a phone call last night after writing this letter by the name of Shane.
He stated to me he would be out of the office until Friday but would have another representative call me back in the morning.
Deanna called me (614)481-5091.
She stated to me she would have to look into my problems and have several representatives call me back to address numerous concerns.
I stated to her that I just wanted to talk to one person. She was not able to do this and would call me back in several hours.
I tried to call the corporate office phone number (203)905-7801.
I was told any complaints ask to be escalated, and was transferred to someone in the Philippines.
