Insight Communications

Horrible service!
Called to complain that the Internet is off too frequently. I work from my home office when in Louisville and NEED it for everything I do.
After no satisfactory resolution, I called to cancel both TV and Internet… Plenty of other service options — no need to stay with Time Warner anymore. When I told the rep on the phone that we were canceling service, she kept trying to get us to give a reason… as if poor unreliable service wasn’t enough!!!
Then she put me on hold for a long time– likely to speak to her supervisor– came back and begged us to keep Time Warner… Asked if we would keep our service if they cut $ 60/​month from our bill. She would not accept NO for an answer!!!
What part of their failure to deliver quality reliable service don’t they understand???
We cancled the service and are using an antenna for several TV channels– high speed internet (NOT time Warner) to stream Netflix and HuLu Plus for TV shows and movies. Now spending total of $ 70 per month vs over $ 200. Good riddance Time Warner.

DO NOT GET THEIR SERVICES!!! I’ve been an Insight, now Time Warner Cable, customer for 7 years and 6 different addresses. I’ve lived at my current address for 4 years. Since then I really cannot count the number of times they’ve been to my home. I do assure you, however that when I called Insight I was greeted with niceness and a true sense of urgency to fix my problems. My entire house has been re-​wired and we have received two new modems (when it was still Insight). Well, for the past week we’ve been having issues with the internet, phone, and HD cable channels. I finally called, now Time Warner Cable. I spoke to a gentleman for over 15 minutes about my issue. I let him know everything has been replaced except for the drop cable outside and that needed to be replaced. He said they could come the next day between 3 – 5. I told him we would not be home until after 4 as both my husband and I have jobs. I told him 3 times to make a notation of that. The call ended at this point.
The very next day I get a voicemail at 3:06 PM saying a tech was at my house. I went into the break room at my job and called back. I explained the situation and let the lady know I had explained in detail to the gentleman the night before that we wouldn’t be home until after 4. She proceeds to tell me there was no such note made. Great! I spoke to an idiot the night before. She put a ticket in for the tech to call (which by the way never happened). I get home only to have my husband tell me that he got a voicemail around the same time and immediately called them back. The lady he spoke to said there was no notes of a tech even being at my house. By this time I’m furious but I am still keeping my cool (not like me).
I decided to call to speak to a supervisor since 4 people we talking to didn’t seem to know what they were doing or talking about. Now, before I begin about this phone let me day this. I used to have a horrible temper and would just curse someone out for looking at me the wrong way. However, I’ve worked on that and it takes a hell of a lot to get me angry. Now, back to the call. After speaking to 5^th person I was put through to a supervisor. His name is Brandon and he works as a supervisor in the cable dept. I was very calm and thorough explaining the situation to Brandon. Right off the bat I was met with a loud and rude tone. I let this go for a few minutes because I wanted my situation resolved. However, after a few minutes of talking down to me and talking a bunch of mumbo jumbo I’d had enough since this is now the 6^th person I had spoken to. I asked Brandon to look up my bill and tell me how much I pay. We pay $ 196 for cable, internet, and phone. Mind you he is getting loud and an attitude the entire time he is speaking to me. I asked him «so you mean to tell me I pay $ 200 a month for your crappy services that don’t work half the time and then I have to deal with complete ignorance and a smart ass when I call in». This jackass then proceeds to tell me he was «only» the cable supervisor!!! Your kidding me, out me through to another supervisor.
I was then transferred and talked to a 7^th person! However, this went 100% better. I spoke to the internet dept supervisor by the name of Dwayne. Once again I was very calm even though I spoke to the dumbass prior to him. I told him the entire situation, speaking to another supervisor, and now talking to a 7^th person. All I asked was could he help me get this resolved. My husband is getting his masters in Transportation Engineering at Speed School and had already kissed turning in homework due to our internet not working. Finally, Dwayne was very apologetic for everything I had went through. We have a tech coming tomorrow so we hope the problem is resolved this time by replacing the drop cable.

Yeah… I thought Comcast was bad in past cities i resided. Man, they look great compared to the Insight Monopoly. Techs are absolutely retarded, customer service is just as bad. Often times, very rude. Picture quality is poor for the price you pay for HD, and their bundles are of poor value. It will probably be another 5 years minimum until fttp becomes much more common (Verizon FiOS) but at least AT&T U-​verse is becoming available in this market and a large step forward from the Insight/​Time Warner Louisville metro infrastructure.

This company has the WORST customer service I have ever encountered. After having my bank auto pay my bill for internet service to Insight for 18 months without any problem I suddenly received a call one morning telling me that they were shutting off my service for non-​payment. I pulled up my bank’s website and read all of the payment dates to the woman. She agreed that it sounded like I had been paying every month and advised me to call customer service. When I called customer service the rep told me that it was my fault that they were disconnecting my service because they had raised my rates by $ 10/​month (on a service that was originally only $ 38/​month) and I was therefor underpaying! She advised that if I didn’t immediately pay them a huge balance in late fees then they were going to shut off my service. I asked them to waive my late fees since they had been receiving and accepting payments during all of the months that they had been assessing late fees but they refused. Also, when I asked why my monthly rate had been raised by $ 10/​month I was essentially just told that they raise the rates every year. Finally after speaking with two managers and paying the balance of my underpayment over the phone by credit card they waived the late fees. However, they were never able to give me any reasonable explanation for the rate hike before the call ended. Then, I got a call the next day from one of their sales representatives who tried to talk me into adding more services to my account at an additional price increase. When I questioned him on why my rates had already been increased he told me that Insight had just been purchased by Time Warner and that they had done an across the board rate hike on everyone at their renewal date. I guess it’s time to start shopping around for other internet providers!

I currently work for Insight in Lexington, KY but don’t want to reveal my name for fear of losing my job if they read this. Let me tell you, they are anal retentive about sales and whenever a customer calls in for ANYTHING, it is our duty to SELL SELL SELL. That is truly Insights #1 priority. They gave us all a ‘playbook’ which is basically full of false data about our competition. Some examples include, Windstream locks you into a contract, has very bad accounting practices… b.s. like that… basically if we can make something ‘good’ up, we can use it. I truly hate my job, but am unable to find anything else with the economy. It really sucks that you have to work EVERY holiday, including Christmas so the big wigs at Insight can make a dime while they spend time with their families. We get A LOT of angry customers calling in, but essentially it is our job to get out of issuing credits. We get a lot of calls regarding rates increasing and are ordered to tell them it is the cost of great service… let me tell you this is a bullshit script we as CSR’s have been ORDERED to say. Insight BB is pretty good, but our cable service is an absolute joke. For SD channels 1 – 70, it would cost $ 56. When you try to sign up, they will try to put you into a ‘bundle’ package and sell you broadband and cable. As a CSR, let me tell you not to fall for it. It looks like a GREAT deal. What the CSR’s and salespeople don’t tell you is that when you first sign up you essentially pay for 2 months worth of service. I have had countless pissed off people calling in because their first bill is $ 400. I have to lie to the people to keep my job and tell them that we had explained this to them… very sad. Also those ‘bundles’ will increase about $ 20 after the first year. Also, let me tell you that ‘free’ wireless home networking isn’t really free. It is incorporated into the cost of the broadband service, even if you don’t want wireless home networking… Insight is a corrupt cable provider and definitely needs some local competition. This is from the standpoint of a current employee who is just sick of the lies.

I have all three of Insights services — TV, phone, and Internet.
Of the three, their Internet service is pretty good. They manage to provide the advertised speed and don’t seem to have any cap on the total amount downloaded. The phone tech support people for their internet service are actually quite good — and they do speak English (unlike most computer tech support people).
The phone service is OK, provided you are young, quick, and know every phone number you will ever dial. On the other hand, if you need to read a phone number to dial it you may well experience problems, especially if the number is printed small and takes a little trouble to read. I’m part of the Bifocals Generation now, and at least half the times that I try to dial an unfamiliar number the Insight Phone service times out before I can finish dialing the number. I’m not sure exactly what its time limit is, but if you take more than 1 – 2 seconds between digits you can expect to hear «We’re sorry, your call cannot be completed as dialed.» This is definately NOT the phone service for an elderly person with shakey hands who has to dial slowly. If you someone can’t immediately memorize all ten digits of a number then dial them without a pause, they won’t be able to use Insight Phone service.
Their TV service is also OK — although it does go out more than I would like, and then needs the cable box reset from their end. So you get to call Insight, wade through the voice menus, eventually get a technician, who will ask a few questions, decide that resetting the cable box might solve the problem, and initiate the reset. Then you wait several minutes for the box to do the reset so you get a picture and sount but another 10 – 15 minutes for the box to actually finish the reset so you have full service like your programmed channels and the program listings.
What actually drove me to write the review is not the services provided but the idiocy of the company itself. If you ever use their On Line Bill Pay system, even if you DON’T sign up for «paperless» billing, from them on you will get an email «Friendly Reminder» two weeks before each month’s bill is due. That’s not terrible (although two weeks does seem a bit early for a «Friendly Reminder») BUT then you will get another «friendly reminder» email a couple of days after the first, and then another, and another — they will flood your inbox with an email «friendly reminder» every couple of days — and they don’t stop just because you have already paid the bill! One email is fine, one every couple of days is harassment, but keeping up the harassment even after the bill is paid (EARLY!) is stupidity.

This is mainly a review of their install contractors. They suck. I was told I was serviceable and they show up saying I’m too far from the junction box, by 50 feet. Three days later a different contracting company shows up and installs everything without a problem. Neither contractor brought the equipment I asked for and I had to have 3 more visits to finally get set up.
The Insight customer service is ok, but the phone tech support is lacking when it came to troubleshooting why I wasn’t receiving certain channels on my TIVO. It ended up being their fault but it took a week for them to find the error, and another home visit.