Time Warner Sucks… Look at how I was assisted when I went to an Online Chat room with one of the techs from TWC…
Adam: Hello Dan.
Dan: Hello! Thank you for choosing Road Runner Internet technical Chat. My name is Dan G. How may I assist you?
Adam: I am wondering why I am unable to add E-Mail addresses to my account?
Dan: I regret this inconvenience.
Dan: I will certainly provide you with all the necessary information.
Dan: Before we begin, please provide the following three pieces of information to verify your account and to document this interaction for future reference:
1. The account holder’s 10 digit telephone number. (xxx-xxx-xxxx)
2. The account holder’s Full Name (First and Last)
3. Please tell us your name.
Adam: Sir Adam G. East
Adam: And by the way… My name is not correct on the bills ither…
Adam: If we could fix that as well.
Dan: I will definitely forward a request for changing the name.
Dan: Thank you for the information.
Dan: I understand that you are unable to add sub e-mail account under your primary e-mail account, am I correct?
Dan: May I know the e-mail address with which you are logged in?
Dan: That e-mail address is not listed under your account.
Dan: You will have to login with your Road Runner master e-mail address and the password to create a sub e-mail account.
Adam: I am sorry?
Adam: Wait. How is it not listed under my account?
Adam: That is my e-mail. I use it everyday…
Adam: I have used it for about 3 or 4 years I think.
Dan: Okay, please visit http://selfcare.rr.com and let me know if you are able to login there.
Adam: I am logged in there.
Adam: That is how I got to the chat.
Dan: Okay do you see the option Create new user?
Adam: It says all I can do is change my password.
Adam: Because I am a sub user.
Adam: I have no other E-Mail accounts on my account.
Adam: How is this a sub user?
Dan: You can click on http://help.rr.com/urt to retrieve your RoadRunner master e-mail address.
Adam: Why do I have to do it?
Adam: I do not want another E-Mail account. I want email@example.com to be the master account?
Dan: A default e-mail address is assigned as soon as you register for Road Runner Internet service. That is your master(primary) e-mail address.
Adam: Ok. Then how do I change that?
Dan: Unfortunately, master e-mail address cannot be changed. However you can create a sub e-mail account of your choice.
Adam: So, every time I want to make a change to my account…
Adam: I have to look this master E-Mail account up or contact you all to help me with it?
Adam: What sense does that make.
Adam: You assign me a user name and password that I am stuck with?
Adam: I do not agree to that. And would like to have it changed.
Adam: And I know it can be done.
Adam: If you can not change the E-Mail account itself then you can change the name of the E-Mail so that I can remember it.
Dan: I do understand your concern with handling an extra e-mail account, however the master e-mail address is set as a unique identifier for you to register for Road Runner services and products.
Adam: It is for YOU to register.
Adam: I did not set that account up.
Adam: What is the account name?
Adam: And WHY is firstname.lastname@example.org NOT on my account?
Adam: Who’s account is it on?
Adam: Does that mean they can delete my E-Mail?
Dan: I did a recheck on your account and there seem to be a similar account that comes up with the telephone number that you provided.’
Dan: The e-mail address is listed under your account as a sub e-mail address.
Adam: Dan(Tue Jan 12 15:10:53 EST 2010) That e-mail address is not listed under your account.
Adam: Which is it?
Dan: Yes I did say that because the e-mail address did not show up under the account that came up with the telephone number(xxx-xxx-xxxx) that you provided.
Adam: That is my number…
Dan: Is there any other number that you have registered with Road Runner?
Dan: If you can provide me the modem MAC address I will verify the correct phone number on your account.
Adam: Does everyone that comes into chat have this much trouble?
Adam: Or is it just me?
Dan: Let me check that for you.
Dan: The modem MAC address is incorrect.
Dan: That is incorrect too. Did you change the cable modem recently?
Adam: There was a Tech that came out because I had no Internet for a week. (Did not get compensated for that)… He changed the modem then. But surly your techs would know what they are doing when they come to someone’s home and install something… That would mean that not only is my Name not correct on my bill. And my E-Mail Address is owned by another account. That my Modem is also incorrect in your system. Is that what you are saying?
Adam: But that was about 6 months ago.
Adam: And Time Warner wonders why people leave there services… Because they charge to much and take to much and give to little…
Dan: Your e-mail account is securely listed under your account, however the telephone number and the modem MAC address may not have been updated.
Adam: Oh. Forgot that one… My number is also incorrect.
Dan: Do not worry I will provide you the contact details of the appropriate department that will update it for you.
Adam: I have had my number for about 3 or 4 years as well.
Adam: Is your name even Dan?
Dan: Yes, my name is Dan Gordon.
Adam: At least something is right…
Dan: You can contact our other office at 704-377-9600 and refer to ticket RSGHBJ32674180900000226376893625264889515234756986893453 so that you will not have to explain the issue again.
Dan: They work 24 hours a day, 7 days a week.
Dan: I have mentioned special notes to the ticket so that they will not have trouble locating your account.
Adam: Wow… No wonder they work 24/7 Look at the ticket number… And I have to repeat that on the phone???
Adam: Ok, never mind…
Adam: So you can do nothing for me?
Dan: I will provide you the steps to create a sun account once you get the master e-mail address and the password.
Adam: I know how to do that…
Adam: Wish your masters well. They need some help in this world. Good Day Dan.
Dan: You can always visit http://help.rr.com for online FAQs to get more help and knowledge about the products and services offered by Road Runner.
Dan: Is there any other issue with which I can assist you?
Adam: Just give up. Let the phone companies win. Let satellite take over and put an end to cable… Your tech support sucks. My Name on my bill is wrong, my telephone number is wrong, my MAC Address is wrong, my E-Mail account is wrong and not even on MY account. AND NONE OF these have changed in the last 4 years… So Time Warner Sucks. Sorry to say it. But AT&T Offers internet at $29.99 for 10mb in my area… Looks like I am “Changing”…