Insight Communications

I wll be forever grateful when I move away from this town (Bowling Green, KY). I DO NOT like the CUSTOMER SERVICE that this company provides. I can’t move soon enough. I have complained via letter and phone and it has done absolutely no good. I HATE your various options that have to be chosen on your customer service number before I can speak to someone. I’ve gotten the run around and it has got to stop. I guess the only way to stop it is to find another cable company that will handle my business effectively until I leave this small minded place!

I still really like the service, and the customer service when you call in are great. My problem are the technicians!
I’d never had a problem with them up until December. In December I started working from home and I needed a new outlet installed. I needed it asap so I paid for a VIP appointment guaranteeing they were there by 8am. The technician didn’t get there until about 9:30 am, and he said he was confused as to why he was scheduled for a VIP appointment because he isn’t even scheduled to start working until 9:00 am! They were there for a long time, about an hour and a half. The tech didn’t seem to know what he was doing. I had other things that I needed to do, but put them off to stay home for them. They did wave the VIP charge but it was still an inconvenience.
Then this past Saturday I had a regular appointment made from 3:00 — 5:00. They usually call before they come and since they didn’t call, I called them at 4:50 to see when they expected to be at my house because again, I had things to do. The customer service rep said that the technicians are actually contracted by a different co many, so she would have to contact them to find out. She took my phone number and said she would get back with me soon. An hour later I called back because she didn’t call me, and this time they put me on hold while a supervisor called to check on the technician’s status. I was then told it would probably be another hour and a half! I told them I had plans so to have them call me before they were coming because I may have to reschedule. By the time they called it was 8:30 and they said they could be at my house by 9:00. That was just too late for me and I said to forget about it and rescheduled for Monday (today between 1:00 — 3:00) and here it is after 4:00 and they’re still not here. I called them and they said I was next on the list and the technician should be calling me soon. That was over twenty minutes ago, and I’ve yet to receive a call.
Everything else about Insight is great, and I know they say that the technicians are contracted by them but work for a different company… but that’s just no excuse. They need to come up with a better way to make sure they are on time or at least not THAT late. Like my husband works for a different cable company. Their technicians aren’t assigned to individual houses. The customers all pick their time frame and then whichever technician finished their job first goes to the next customers house that way no appointment is ever THAT late. Also, if they are going to be late they should call and let you know and at least let you know what time they expect to get there so that you don’t have to just sit around and wonder and waste your time calling about it. And if you do call in with questions, they should be apologetic… this last rep I talked to wasn’t.
Overall I am really upset with them, and if it wasn’t for the fact that I enjoy their services, prices… and I’ve already tried out and have Direct TV… I would seriously consider switching my services.
*** UPDATE ***
It is now 8:45. The techs got here at about 8:20pm, when they were supposed to be here between 1:00 and 3:00pm. Insight basically blamed the people that they contracted, Utili-​Comm South… and the tech blamed his supervisor because he said he told them at 2:00pm that they needed to find a replacement to take over the job because the job he was on was going to take hours. The supervisor failed to do that, and they failed to let Insight know what was going on. There is very poor communication between the two companies. If they told me it was going to take hours when I first called in, instead of continuing to tell me I was next on the list… I could have gone out and got the stuff that I had planned to do done and still been home before he got here. Either way, no matter who’s fault it was, I still got screwed!
If you’re going to get Insight you’re service will be great, however BEWARE if you need to have a technician out. I’d recommend making an 8:00 am appointment because if they get caught up, which it’s very likely they will… you’re going to wait hours.

You know they must be a good company when I’m giving them 5 stars while I’m experiencing a problem.
I’ve been experiencing a cable outage most of the morning, but Insight’s customer service reps are so stinkin’ nice and knowledgeable, I’m not even mad about it! They really seem to know what they’re talking about, gave me an approximate time as to when I should be up and running, and gave me a direct # (that’s right, direct) to call the same rep back if I was still having issues past the time they gave me.
In addition, all should know that this is not the first time I’ve received exceptional customer service from Insight. In the last 10 years I’ve had them, every time I call, whether it’s for an issue, or just to change something on my account, every single rep has been helpful and nice as can be.
P. S. By the time I finished writing this review, my cable was back on.

insight is pretty good, i’ve actually considered not moving to the 513 rather than having to deal with time warner.
They just need to pick it up on the HD channels and especially MLB Network and Fox Soccer Channel HD
the internet service is great as well.

We have cable, Internet and phone service through Insight. I rarely have any problems with any of the services, although it was quite an ordeal to get them all set up. The technician came out on a Saturday, which was nice, but after he left, only the cable was working. I had to make a call to get the Internet service workable and we had to have another visit by two other technicians to get the phone service connected. Our fees for the three services are higher than what Insight regularly advertises as the package deal, so I need to contact them regarding that.

Having never used another cable company, I don’t really have a point of comparison. However, I’ve never had any major problems with my cable or high-​speed internet service. Basic cable and high speed internet run about $ 70 per month, including taxes and fees. I must say that my high speed connection is really fast and my cable television has only gone out less than a handful of times over many years.
Whenever I’ve need to call customer service for a problem, the person on the other line was usually very helpful and resolved my issue satisfactorily. Customer service for cable is open until late in the evening, while internet customer service is available 24 hours; I’m pretty sure both are based in the United States.