Insight Communications

Service Type: Internet Only 50 Mg for $ 100 per month.
If I could give them zero stars I would.
This past Sunday I was forced to call due to constant disconnections. The tech watched as packets dropped and said he would schedule a tech to visit our home on Wednesday between the hours of 3 pm and 5pm. I was told I would need to be home for them to complete the test and exchange the modem.
At 4pm I had to take a business call. At 4:02pm a restricted call came through on my cell. No voice mail left. At 4:05pm a call from an unknown number came through, they left a voicemail. I checked the voice mail while sitting on the conference call and it was Time Warner explaining that the tech attempted to reach us and since we failed to answer they are rescheduling our appointment.
I became irate and terminated my conference call, since at no point did their tech attempt to drive by my home. My front door was open and my car parked in my driveway.
The CS I spoke w/​at Time Warner at 4:10pm told me she doubts she could catch him. I said you have to be joking. From 4:02pm to 4:10pm and no drive by. She said she would work on it and call me back. That was Wednesday, I have yet to hear back from them.
I have ordered Windstream and will discontinue my account of 5+ years next week.

I am an Insight Cable customer in Lexington, Kentucky. I understand Time Warner recently purchased Insight Cable for $ 3 billion.
I have been with Insight Cable at different residences throughout college, and totaling approximately 8 years. Most recently, I’ve had Insight at the home my wife and I bought when we got married about three years ago.
I have enjoyed Insight’s service over the years but am very frustrated with the billing. When I originally signed with Insight I was paying in the range of $ 90 – 100 a month for HD services and Internet.
When I recently called to speak to an Insight representative because my bill had been increasing in the range of about $ 20 per year, I was told that over the years as I am with Insight my beginning rate grows and I pay more.
Well, I’ve been with Insight at my residence for about 3 years now and my bill has steadily risen to $ 146.07 per month. As a customer who has remained incredibly loyal to Insight (I will never harp on the customer service or quality of the product), I am appalled at the lack of loyalty shown in return. I have worked in international sales, growing my company’s brand in a market where gaining customer trust and building loyalty is most important. I can tell you that it is exponentially EASIER to keep a current customer than it is in spending money to find NEW clientele.
I would imagine that rather than pay more year over year, Insight would reward such loyalty with better rates and «pay it forward» and thank their customer. I’m disgusted at how I have been treated on the phone when I tried to explain loyalty to Insight’s customer service representatives. It is unfortunate that they do not share a respect for maintaining customer loyalty like my company does.
I understand Time Warner is a large company but no company is ever too large to not need to maintain and prioritize loyalty and long-​time customers. I’m just disgusted at how Insight does not understand this concept. I hope Time Warner brings this idea to the market Insight serves.
–Isaiah

I’m a new customer and soon to be ex-​customer. I made a big mistake switching from DISH to Insight cable. What I learned today: average wait times before a real person answers the phone: 9 minutes. Get this, Insight Communications cannot transfer between departments (told that by customer service rep) — like from customer service to technical support — and this is a communications company!!! They have to send an email or physically walk a request over. Oh, and I was just told by a second Insight technician to address the lack of synch between audio and video on my TV that it is a systemic, technology issue that Insight cannot fix. There are still dinosaurs roaming the earth…

internet is unstable. After multiple service calls I was connected to the national office. Their reply, which was at least very honest, was that they know they have a service problem in my area and that they hope to have it fixed «within 3 or 4 months.»
TV service has never been a problem.

I wish we had better options for cable in this city.
The only reason they don’t get one star is they very seldom have outages and they provide the services they promise. Heaven help you if you have any need to contact or deal with the actual company though.
Their customer service is a nightmare. I gave up on using the e-​mail account that came with my service when they told me that if I wasn’t using Outlook Express they could provide no support. Even if it was an issue on their side, if I was using any other e-​mail program they couldn’t assist me.
When I had my cable installed, their installer came in and was downright creepy. Making small talk, I mentioned about how I had just joined the National Guard and would be shipping out for Basic Training soon. The installer then launched into a lengthy story about how he was an ex-​Marine that got a Bad Conduct Discharge and started bragging about all the highly illegal things he did in the military and how he was able to plea-​bargain our weasel his way out of the most serious charges, and doing so with great pride in how he managed to avoid a Dishonorable Discharge that he admits he probably deserved. By the end, I was fearing for my own safety just having him into my home and was quietly being ready to call the police or grab a weapon if he tried anything. He left without incident once he was done, but having to put up with someone who brags about his multiple sexual assaults he got away with and the thefts he committed but was never caught for is not something I should have to put up with.
Their phone system for calling customer service in general is like the worst «press one for annoyance» maze you’d see in a bad comedy movie or sitcom. I dread every time I have to call it for any issue, it’s like the entire system was set up to discourage callers.
I also dislike their tendency to arbitrarily raise rates without any announcement or explanation. Using the same services, suddenly you get a bill that’s about $ 20 larger one month because they raised your rates with no notice.

One star would be too good of a score.
I have enjoyed cable TV in at least a half-​dozen other markets with no problem in service.
The digital signal dropped every two or three days and sometimes daily.
Customer service was no help as they insisted it was a problem on my end.
Sure, from their cable card that they insisted that I need to lease from them.
They have you over the barrel, if you can’t get the dish.