In the Upstate NY apartment I have the dual deal of Time Warner Cable being our cable television and Internet provider. I called them today because the internet has been intermittent the last few months.
I explained that we had 2 desk top computers wired directly and 2 laptops which are wireless. The modem and router are located in 2 different rooms and are in inconvenient locations to keep maneuvering, but I did what was asked and required to no avail.
I was on the phone for over an hour hooking up and detaching modems and the router in a variety of series. At that point I had to hang up and recall later because of an appointment, walking out the door knowing I now had no service whatsoever.

I return home, called back, and am on the phone another full hour when Ben asked me to wire my laptop directly to the modem to see if the modem will work.
So laptop in hand, turning the modem at an odd angle, I did so, Wall-ah!! We have connection, only to one computer, balanced in my hand.
Even so I am delighted but am immediately deflated as I hear Ben wrapping up the session as if everything is good now.
I explain this is supposed to be a wireless connection and that there are 3 other computers no longer working.
He says, “Well you need to wire them in directly and get longer Ethernet cables”, asking me casually how my experience was and if they had addressed all my questions.
Stunned, I find my tongue, “For real!?”
Ben stops and says, “Excuse me?”
I asked him if he has my account payment history opened along with this. He says he would have to refer me to billing. I quickly inform him of the cost and tell him of the years I have paid that monthly. I continue by saying, and with that I pay for a wireless and wired in connection that should be working.
I am getting angry, but trying to hold my cool as Ben says, “Well the problem is no longer the modem ma’am”
“No Ben, the problem is still the modem, I am supposed to have wireless and we have not established that. Also dear Ben, I have used this connection for over 3 years and have JUST started having issues. Have we isolated the problem to the router? If we have I will purchase a new router and all four computers will work fine, correct?”
He ignores my question and asks me for my email address, at which he asks if I will answer a quick survey. Upon my #1 for the answer from, “Using a scale of one to ten, how did we meet your need.” Ben hesitates at my answer.
I then say, “Ben, if you called me because you could get on line with all your computers but had a slow and intermittent connection, and I give you the option of standing two feet from the wall, balancing a laptop while the rest of your computers are rendered useless, and one of four people in the household can log on at a time, would you feel pleased to continue paying the large monthly billing and praise me for a job well done?”
There is a pause, darn that intermittent connection has reached Ben’s brain.
“Okay, Ma’am, let’s try this…”
Forty minutes later all 4 computers are working. Finally, after completing the survey, giving my email for future reference and obtaining a reference number in case I have further issues, we come to the end of the session. I have lost the most part of my day to any and all the work I needed to complete, but at least now everything is up and working properly. I sigh gently, at which point Ben says, “Miss, do you know that Time Warner offers an extension of phone service to this plan?” He starts his speal, which at that point I laugh out loud and say, “Ben…Ben…Have a great day.”
I am sure he heard the click in his ear as he was explaining how he can save me money on my bill by including a phone line.
I am sure if there is a scale of one to ten, our confused Ben rated me as a one as a customer.
