Road Runner Customer Service Complaints - page 2

Long waits
Polite agents
It seems people can only do specific things
I get shifted to another person
recent example: literally several hours to connect to have voicemail forwarded to my email account
Technicians went into rote mode, ignored information I sent
I had done things correctly but system failed
Technician gt system working. Within an hour it failed again
I made a second call, spoke breifly to three agents spent an hour waiting
I consider this the WORST custmer service system with which I deal

Why is it that every time we experience slow download service, it's "our" fault. Why is it never Road runners fault? Funny how it's slow in the morning and right after work, but during the day and late evening it's fine. they always blame it on my computer. Can't they ever admit it's their fault? Oh and I've noticed the very few times where we had absolutely NO service, I don't get a credit on my bill for down time. I wish we had other options here but we don't.

Experience internet access issues on Sunday evening, internet connectivity was intermittent at best. (Connectivity was cycling on and off). Finally spoke with a technical service personnel (who was located in the Philippines, we are in the Kansas City Metro area). After a lot of resetting, rebooting efforts, the service continue to be intermittent that evening. Service was finally stable at about 11 pm that evening. TWC technician was very polite, but insisted that the issue resided with our computer. I did indicate I have three other computers, and cell phones that access the internet, all experiencing the same issue. He continued to insist that the issue is our software, and nothing is wrong with TWC internet network. The next day at work, I spoke with my colleagues at work, who live a few blocks from my home and also subscribe to TWC; they too indicated intermittent issues with TWC internet access that same evening. So, in conclusion, TWC is a) instructing their customer service representative to inform their customers that the issue is always their problem. B) Cannot truly see or fix their network to the level that helps them fault isolate issues. C). Poor management of their operations department that conducts maintenance, network upgrades, or fixes are not being communicated to their customer service representatives so the consumer are informed. All this results in customer dissatisfaction, and will ultimately force to the consumer to seek internet service with more reputable providers

I called customer service and immediately got a recording that said there would be a 10 to 15 minute wait for the next available agent. Come on guys; surely you can do better than this.

Terrible experience.Roadrunner abruptly disconected our e-mail, without any warning, and could not retrieve the account.
All valuable data lost for good.

I called them on 8/23 after they disconnected my service despite me paying them on the morning of 8/22. They claimed my Netgear box was the problem, but a broken Netgear box would not explain me getting a message which read "account temporarily disabled" or my email being bounced back.

Hubby and I tag-teamed the 12-hour ordeal to resolve it (because they are idiots) and between us we were:
- transferred at least 7-times in chat, and
- spoke to at least 3-agents.

They attempted to insult my intelligence by implying that I couldn't understand basic electronic circuitry, but I once held the title of Senior Electrical Engineer for Navy defense electronic and information warfare programs. Time Warner Cable is horrible, but not as much as ATT or the other guys, who are worse.

Called for service. Transfered 3 times. Finally after being on hold for a half hour with the last operator found that the 2nd operator transfered me to wrong department and I will have to call back. Worst customer service ever.

We've been with your company for years and I have to say it's been nothing but problems with our phones internet and cable...now I call your # for help and it tells me there's no one to answer my call and I need to call back later and then disconnects me...you all are NOT a very good company!!!!!!! Road Runner is aweful!

It took multiple calls and 35 minutes on the phone for a tech to tell me we had a strong signal coming into the house.
It does not seem that it should have taken so much effort to check the signal.

Road Runner Tech Support that I received was unprofessional,I do not think he knew anything he was talking about. He got to the point of being abusive,by talking down to me as if I were an idiot. I got so mad I hung up on him.My son fixed the problem.

In Central Florida, every tech or CSR has been polite and willing to assist. However, their combined product knowledge is about 2 out of 100. When we switched to RR Lightning, one machine was slow and timed out constantly. I researched the culprit and determined the new UBEE router required for lightning had a firewall enabled. I am a researcher, not a computer person so I called RR Tech. He promised me there are no firewalls on the UBEE that they install. Duhh. Yes there is a such a thing, sonny boy. he insisted I uninstall FireFox. I did but could not reinstall due due FIREWALL! Yep. My son disabled the UBEE firewall and things are back to normal. Give those techs some hands-on training!! the tech who came to my house fiddled with my personal settings for an hour or so and left with a duh must be your machine answer.

it took very long to get a technician ..

We moved here to NC from SC months ago.
Today I wnt to log into my email and my account was suppended. Not for lack of payment.
But because they switched servers to NC.
I had no notification, no warning this was going to happen. I lost every email, all my contacts, even the picture of my grandson's fetus. (ultrasound)
My wife has resumes out there without the proper email address now. This sucks!!!!!!!
When my contract runs out, I'm gettng rid of road runner!!!!! Hey wait, I will have to check my paperwork. I transfered! Maybe I will get rid of them this month since I have to reclaim all my contacts anyways.
RR, You caused me a lot of problems!!!!
Expect a call from the Public Service Commission!!!! This may be the last Email I send from your crappy network.
Signed, One Pissed off customer.

TW and Road Runner, lies and excuses. Unfortunately, there are no choices where I live. Worst customer service and horrible company where managers if they talkt to you try to bully their customers. The local managers are cowards,and dont even try to communicate with customers.

I called this number at 2 PM on 31 Aug 2011 and was told RR was having a nation-wide problem with their email system and that it would not be working normally for the next 24-48 hours. But they had no status reports online about this MAJOR problem. Do they think this is something they can keep a secret? Maybe they just don't think it's that big a deal. But the number worked fine and I got a prompt answer! Wooh-Hooh!

Twice I've had minor billing issues and both times had horrendous problems with the reps, ending with my account being disabled or my modem zapped. Something fishy here. The first time I called service, but I couldn't understand the rep's poor English. The second phone rep kept answering questions I already knew the answers to using canned responses. I then tried chatting online, and the rep had the same problem. I got mad. The next thing I knew, my Internet had slowed to a crawl. The fourth rep told me my account was past due. That's funny: Time Warner auto-bills my checking account. Someone had set my status to overdue. I assume one of the previous reps. The second time, a couple of days ago, another billing issue. Online chat was almost useless. Next thing I knew my Internet and digital phone stopped working. A technician came today and said my modem was dead. Too much to be a coincidence. I suspect foul play: the reps are sabotaging me by messing with my account and sending signal overloads to my equipment.

I only have road runner Internet service with time warner cable. On 5/13 I experienced when opening my browser a message from road runner telling me that my Mac Address was unknown. The brower tab read Automated Provisioning. I contacted the customer service through time warner cable. I went through all the prompts for technical assistance. I ended with a customer service person who told me that I had to be transferred to technical section. I told her I had asked for that through the prompts. I finally got someone who after putting through a battery of tests I was able to tell him what the browser screen was saying. He said Oh, there is an outage is what this is. I told him I would gladly wait until the morning for the matter to be resolved. He felt sure it would. So on the 14th I called customer service again, only to have to call again because first person was not helpful. The outage issue was never mentioned to me on the automated system or from either rep. until I asked about it. There did not seem to be any answer to how long the outage would be, no reassurance that we would be credited for the outage. I was ready to close my account. The rep. convinced me to put in a service request since there was no indication of what was happening with the outage. I ended up being put on hold and went back into the automated loop. I called back for the third time on the 14th and got a service call confirmation. On the morning of the 15th, I checked to see if the matter was resolved, it was not then, but finally around 11am it connected. I called customer service to try to cancel the service call and ask for a credit for the time my service was out. I was told by the first rep. that I talked to on the 15th, that she would have to look at my notes and give me credit based on that. She returned to say that the only time I called in was on the 14th, not also on the 13th. I explained that yes I had and wanted a credit for the 13th, 14th, and 15th. She HUNG the phone up on me. I called back and got a rep. named Felicia, she said, and she told me that a credit request for all three days was just entered. Interesting, I thought. If she was going to give me the three-day credit why did she argue and hang up on me? CUSTOMER SERVICE requires people who are empathic and willing to listen for at least a few moments. Many of these people act automated and without an ear. Thank you for the opportunity to share this information.

Speed Scam
I switched to Road Runner switched from the sketchy and slow service of Hawaiian Tel.....only to find the same problems due to oversold banbdwidth.
When I showed the service repairman how slow the download/upload speeds were he told I could only use the RoadRunner speed-test site to check the speeds.

Point of this comment: should I be surprised that the RR speed test was 30% faster than 3 other sites???

Since I have Road Runner things have been nothing but, a nightmare they tell you your bill is going to be reasonable cheap but in the end it's all lies. I was with them for over five months within the month of purchasing I moved, it suppose to have an initial credit for the days I was without service there was no credit applied to my bill. When I called customer service was Unacceptable to where as there was no customer satisfaction where I had not gotten any results.I had more problems with the amount of the service as well. I paid 464.00
to catch my bill up in Oct/2010 when I was cut off I had to pay another 184.00 to reconnect service I did so a few days I called to see when service would be restored I was told I needed an additionally 77.00 to be reconnected I went to the main office to justify these action they turned my service back on the next day except for my phone it was an additional two days become my phone, and internet was restored. The technician even comes out on Sunday's to collect payments. Since I have been with AT&T the 11/10 I called again to downgrade services they would'nt allow this I was told because I owed 54.00 bill, how when I supposed to receive a credit for the june - july months the total cost they said know was 57.00 for know but the initial bill is 316.00. I advise anyone not to participate with them let's find a better alternative.

Road Runner is piece of junk...its slow and Time Warner is worst!! This comp is full of unfir CS reps who have no idea what they are doing...barrel of monkeys!!

I just wanted to say that the young man that hooked up my Road Runner internet yesterday was not very professional.

If he ran across something that upset him he would swear. His phone/device lost service here at my apartment and he swore like it was the biggest problem he had ever had. It came back on in a few seconds, but I found him to be very unprofessional.

I had horrible customer service experience with RR. I've been a Time Warner RR customer for over 12 years with the same email address. My spouse and I recently divorced and we tried to transfer my email address to may new separate RR account. We called RR to get assistance. RR's recommendation was to delete the account and wait 3 days [without the email address] and try to add the address to the new account. I asked the off-shore customer service to override the standard account management procedures since both parties on the accounts were agreeing to this. Sorry, all the off shore customer service agent could do was read their standardized response scripts. They could not deal with anything that didn't fit into standard problems nor did they care or have the initiative to try and actually solve my problem. I tried to escalate it to a manager. However when your dealing off shored customer service you are still dealing with managers who have no power/latitude to solve problems, they just read you the same script the last three useless customer service agents read to you. You can recognize that the off shore customer service agents have been empathy trained but not trained in real problem solving: real customer service. You'd think RR would want to be very helpful securing customers email address since that is one hook that ties the customer to them more than their service. I'm voting with my feet$$ and cannot recommend RR based on their customer service. Gmail here I come.

I might as well add to the list of disgruntled subscribers with no email for the day. Road Runner should have a status page on their site that details particular widespread system problems, so we do not waste our time trying to call them!!

I too cannot get on Roadrunner e mail and the live chat is a joke - I'm 400 and something in line!! Why can't they just post a message on their home page and save us all some grief????

called the 877 number. Call answered promptly. Was trying to get Honolulu customer service number. Was put on hold for another rep, 10 minutes. Gave all my account information again. Found out I had been routed to SanDiego office. Was put on hold again to get information to call Honolulu 5 more minutes.
Called Honolulu got answering recorder. not given option to speak with live person. After trying many different options, was able to get to "dial 0 for representative". was put on hold again. After waiting a few more minutes was given the option of being called back. Selected that option and was told I would be waiting another 20 minutesbefore I coulod get call back.
VERY FRUSTRATING ! GET A LIVE PERSON TO DIRECT CALLS OR AT LEAST SOMEONE WHO KNOWS HOW TO DIRECT CALLS !!!