I just had an outraging chat with +Time Warner Cable
online customer support. I highlighted the essence in the middle. This. Is. Unacceptable!!!
Original question: I currently lease a cable modem from TWC. The modem model is RCA DCM425. This model is not on the list of TWC tested and approved modems; however, it clearly functions as needed. http://www.timewarnercable.com/en/residential-home/support/topics/internet/buy-your-modem.htmlWill I be able to buy my own modem of this exact model and use it with TWC service, saving $$$ on the modem lease? If not, why?
Carol> Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Carol and I would be happy to help you.
Carol> Let me read your issue.
Carol> May I know the model number of the modem, please?
Ilya> RCA DCM425
Carol> Thank you.
Carol> Let me check that for you.
Carol> Please allow me couple of minutes while I get this information for you.
Carol> Thank you.
Carol> Thank you for your patience while I continue to research this issue.
Carol> Please access the above link.
Carol> These are the modems which we support.
Carol> You can purchase any from here(as per package).
Ilya> Yes. I included that link in my original question. Here it is again. "Will I be able to buy my own modem of this exact model and use it with TWC service, saving $$$ on the modem lease? If not, why?"
Carol> You will not be able to use this modem because it is not included in the list of modems.
Carol> Time warner cable supports only these modems.
Ilya> Let me reiterate. I am using the Thomson RCA DCM425 modem right now, i.e. to connect to Internet and chat with you. It is clearly technically compatible.
Carol> If you purchase any modem that is not from the above list you will be able to use it but the lease fee will not be waived off.
Carol> Yes, that's right.
Carol> The lease fee cannot be waived off.
Ilya> Does this make sense to you?
Carol> Yes, because there are certain codes allotted to every modem in that list which helps us waive off the charge for the leased modem but even if I add this new modem on your account the charge of the lease fee won't go away because that is completely generated by the system.
Ilya> So, if I buy and activate my own modem and return TWC modem to TWC, TWC will still charge me the leasing fee for leasing... nothing?
Carol> All our customers buy modems from our approved list of modems only.
Ilya> Than why is TWC able to use (and lend) modems not on the list?
Carol> Because those are Time warner cable modems.
Ilya> Are Time Warner Cable RCA DCM425 modems any different from RCA DCM425 modems sold on the market?
Carol> There is a different serial number for every modem and these modems are only leased by time warner and cannot be bought from us.
Carol> If the same modem is purchased and added on the system then the system charges a lease fee just like it charges for time warner equipments because both are the same.
Ilya> This is clearly an artificial limitation of the billing system. If the modem, identified by a serial number, does not belong to you, you don't have a right to charge the leasing fee, but you still do. I don't have any further questions. Good bye.
Carol> I apologize but the model numbers are the same even if the serial number is different.
Carol> The same modems are bought by us and we do not give it on lease.
Carol> Is there anything else I can help you with today?
Carol> Again, my name is Carol. Thank you for chatting with Time Warner Cable. We value you as a customer and are here to assist you 24 hours a day, 7 days a week. If you would like to take a brief survey, please click on "Close" and the survey will load.