Customer Service

Recently I had a problem with my land line phone service. This problem started when the “760 overlay” went into effect. My phone service is provided by Time Warner Cable here in California. In fact, I have the “bundle” they offer. This includes Cable, High Speed Internet and phone service all together. The issue with my phone was that no one could call in to my home and talk to me. I could call out to anywhere, but no called made it into my home phone. So, no one could phone home. I called Time Warner customer service and spoke to a customer service representative. He was nice, and had me go through some basic testing. What really upset me was that he was reading from a script, doing what he read on the page. He didn’t have the slightest idea how to troubleshoot a phone problem, must less how it worked. After all the basic testing on my end checked out (I knew it would) he attempted to tell me that the problem was not Time Warner’s, but all of the other land line phone companies. That’s a pretty big statement to make when you have to read from a script. His theory was that all of the other phone companies somehow “blocked” my phone number, so no one could call me. I googled phone companies in the USA; and came up with over 100. So what the rep was telling me was that because of the new 760 overlay, ALL of these phone companies have somehow blocked my land line phone number from being called. Sorry, I did not buy it. Then he attempted to tell me that Time Warner was NOT responsible for any incoming calls, only the out going ones. Wonder what he was smoking? I did some research online and found some troubleshooting tips that I could do. One tip stood out. It read to turn on and turn off your call forwarding. I tried it nothing happened, I tried it again, bingo something “clicked” at Time Warner’s central office. That was it that fixed my problem. Now why did I waste so much of my time talking to someone who is supposed to know something but didn’t?