This is mainly a review of their install contractors. They suck. I was told I was serviceable and they show up saying I'm too far from the junction box, by 50 feet. Three days later a different contracting company shows up and installs everything without a problem. Neither contractor brought the equipment I asked for and I had to have 3 more visits to finally get set up. The Insight customer service is ok, but the phone tech support is lacking when it came to troubleshooting why I wasn't receiving certain channels on my TIVO. It ended up being their fault but it took a week for them to find the error, and another home visit. read more

I live in a (marketed as) upscale loft apartment in the downtown area. For Louisville, I pay an inordinately high amount for rent - comparatively the same amount I paid in Los Angeles. For several weeks my management company had their hands tied while my internet service was up and down. I really wish Time Warner or some good (high-speed) service provider would buy these goof-balls out. read more

Yeah...I thought Comcast was bad in past cities i resided. Man, they look great compared to the Insight Monopoly. Techs are absolutely retarded, customer service is just as bad. Often times, very rude. Picture quality is poor for the price you pay for HD, and their bundles are of poor value. It will probably be another 5 years minimum until fttp becomes much more common (Verizon FiOS) but at least AT&T U-verse is becoming available in this market and a large step forward from the Insight/Time Warner Louisville metro infrastructure. read more

I have all three of Insights services -- TV, phone, and Internet. Of the three, their Internet service is pretty good. They manage to provide the advertised speed and don't seem to have any cap on the total amount downloaded. The phone tech support people for their internet service are actually quite good - and they do speak English (unlike most computer tech support people). The phone service is OK, provided you are young, quick, and know every phone number you will ever dial. On the other hand, if you need to read a phone number to dial it you may well experience problems, especially if the number is printed small and takes a little trouble to read. I'm part of the Bifocals Generation now, and at least half the times that I try to dial an unfamiliar number the Insight Phone service times out before I can finish dialing the number. I'm not sure exactly what its time limit is, but if you take more than 1-2 seconds between digits you can expect to hear "We're sorry, your call cannot be completed as dialed." This is definately NOT the phone service for an elderly person with shakey hands who has to dial slowly. If you someone can't immediately memorize all ten digits of a number then dial them without a pause, they won't be able to use Insight Phone service. Their TV service is also OK - although it does go out more than I would like, and then needs the cable box reset from their end. So you get to call Insight, wade through the voice menus, eventually get a technician, who will ask a few questions, decide that resetting the cable box might solve the problem, and initiate the reset. Then you wait several minutes for the box to do the reset so you get a picture and sount but another 10-15 minutes for the box to actually finish the reset so you have full service like your programmed channels and the program listings. What actually drove me to write the review is not the services provided but the idiocy of the company itself. If you ever use their On Line Bill Pay system, even if you DON'T sign up for "paperless" billing, from them on you will get an email "Friendly Reminder" two weeks before each month's bill is due. That's not terrible (although two weeks does seem a bit early for a "Friendly Reminder") BUT then you will get another "friendly reminder" email a couple of days after the first, and then another, and another -- they will flood your inbox with an email "friendly reminder" every couple of days -- and they don't stop just because you have already paid the bill!! One email is fine, one every couple of days is harassment, but keeping up the harassment even after the bill is paid (EARLY!) is stupidity. read more

Horrible service! Called to complain that the Internet is off too frequently. I work from my home office when in Louisville and NEED it for everything I do. After no satisfactory resolution, I called to cancel both TV and Internet..... Plenty of other service options - no need to stay with Time Warner anymore. When I told the rep on the phone that we were canceling service, she kept trying to get us to give a reason....as if poor unreliable service wasn't enough!?!?!?! Then she put me on hold for a long time- likely to speak to her supervisor- came back and begged us to keep Time Warner... Asked if we would keep our service if they cut $60/ month from our bill. She would not accept NO for an answer!!!! What part of their failure to deliver quality reliable service don't they understand??!!? We cancled the service and are using an antenna for several TV channels- high speed internet( NOT time Warner) to stream Netflix and HuLu Plus for TV shows and movies. Now spending total of $70 per month vs over $200 . Good riddance Time Warner. read more

If I could give Time Warner a MINUS 5 stars, I would!!!!! DO NOT ATTACH YOURSELF TO THEM FOR ANY AMOUNT OF SERVICE---YOU'LL BE SORRY!!!!! I and my mother have used Insight for the past 3 years and she has had their phone and cable longer than that. WHY did the service suddenly get to be the crappiest on earth when Time Warner took over the same equipment????? I am so-o tired of having the internet drop all the time, all night long, when there isn't a load on it. I have been using testmy.net to speed check everytime it is slow. It prints a graph of your averages. I email this to them many times a week. It drops and is off for long periods of time. I got tired of wasting my life on their stupid menus and hold, so I just send the proof to them. I encourage everyone to do that and maybe they will improve! The phone drops parts of words so you can't understand a conversation half the time, just like a lousy cell service. They even cut my 85 yr. old disabled mother's phone off for several days (her only lifeline if she fell out of her wheelchair). I was furious and called to find out why. The stupid phone dropped the call during the explanation and I had to call back and start over--not once, but twice! The supervisor I got the next call finally told me her bill was lacking $20 on the payment, even though she had faithfully sent the payment on time, always. Why? They upped her bill without telling her, she paid the same amount and "their computer applied the amount of payment to the cable part and cut off the phone"!!! Just like that, with no notice, cut off the only way an elderly woman could get help if she fell out of her wheelchair or broke something. That is the most asinine thing I ever heard of! They didn't send a notice of intent or that they had done such. Nothing, no grace period, no explanation. Idiots! I threatened a lawsuit over that one. Why would anyone leave the tv going and cut off the phone of a disabled person? She couldn't even call them to let them know her phone didn't work! I've told them repeatedly that there is not ONE single person has ever told me they like TWC. Everyone, w/o exception always groans and rolls their eyes when you mention TWC's name. Everyone hates their lousy service, everywhere. My mother's cable drops all the time, just like my internet. I told them as soon as I can find another provider, I'm done! Their technician came to my house and replaced my tower, only to have it work a couple of hours and then I was w/o internet and phone for an hour and a half at 1:30 at night! It certainly wasn't overloaded then! It honestly is WORSE than dial-up was 15-18 years ago way out in the country! read more

I currently work for Insight in Lexington, KY but don't want to reveal my name for fear of losing my job if they read this. Let me tell you, they are anal retentive about sales and whenever a customer calls in for ANYTHING, it is our duty to SELL SELL SELL. That is truly Insights #1 priority. They gave us all a 'playbook' which is basically full of false data about our competition. Some examples include, Windstream locks you into a contract, has very bad accounting practices...b.s. like that...basically if we can make something 'good' up, we can use it. I truly hate my job, but am unable to find anything else with the economy. It really sucks that you have to work EVERY holiday, including Christmas so the big wigs at Insight can make a dime while they spend time with their families.We get A LOT of angry customers calling in, but essentially it is our job to get out of issuing credits. We get a lot of calls regarding rates increasing and are ordered to tell them it is the cost of great service...let me tell you this is a bullshit script we as CSR's have been ORDERED to say.Insight BB is pretty good, but our cable service is an absolute joke. For SD channels 1-70, it would cost $56. When you try to sign up, they will try to put you into a 'bundle' package and sell you broadband and cable. As a CSR, let me tell you not to fall for it. It looks like a GREAT deal. What the CSR's and salespeople don't tell you is that when you first sign up you essentially pay for 2 months worth of service. I have had countless pissed off people calling in because their first bill is $400. I have to lie to the people to keep my job and tell them that we had explained this to them...very sad. Also those 'bundles' will increase about $20 after the first year. Also, let me tell you that 'free' wireless home networking isn't really free. It is incorporated into the cost of the broadband service, even if you don't want wireless home networking...Insight is a corrupt cable provider and definitely needs some local competition. This is from the standpoint of a current employee who is just sick of the lies. read more

This company has the WORST customer service I have ever encountered. After having my bank auto pay my bill for internet service to Insight for 18 months without any problem I suddenly received a call one morning telling me that they were shutting off my service for non-payment. I pulled up my bank's website and read all of the payment dates to the woman. She agreed that it sounded like I had been paying every month and advised me to call customer service. When I called customer service the rep told me that it was my fault that they were disconnecting my service because they had raised my rates by $10/month (on a service that was originally only $38/month) and I was therefor underpaying! She advised that if I didn't immediately pay them a huge balance in late fees then they were going to shut off my service. I asked them to waive my late fees since they had been receiving and accepting payments during all of the months that they had been assessing late fees but they refused. Also, when I asked why my monthly rate had been raised by $10/ month I was essentially just told that they raise the rates every year. Finally after speaking with two managers and paying the balance of my underpayment over the phone by credit card they waived the late fees. However, they were never able to give me any reasonable explanation for the rate hike before the call ended. Then, I got a call the next day from one of their sales representatives who tried to talk me into adding more services to my account at an additional price increase. When I questioned him on why my rates had already been increased he told me that Insight had just been purchased by Time Warner and that they had done an across the board rate hike on everyone at their renewal date. I guess it's time to start shopping around for other internet providers! read more

Moved from one location to an apartment that DISH Network cut wires off building. Could only get techs. to come out who were too stupid to put wires on a building. Month long oddesy ended when someone from Indy install internet and cable wires three weeks early. Internet stopped working and with the move lost 30 cable stations. Could not get them to fix the message saying a person would be out in three weeks to install. Idiots it was installed. On the day of the fake install they called and said someone would be out to install in a 2to4 hour window. I was yelling at her that it was installed and stop the idiots from conning for no reason. Finally with all the hell I went through and the fact I could not get the channels I wanted I told her to turn off the cable only. I needed the internet still for job search.SHE TURNED OFF MY INTERNET WITHOUT MY PERMISSION. All because they could not key in the service was turned on three weeks early. Which was actually three weeks late. Would you wait a month and a half for transfer of services to turn services on. I have no apology at all from their bad customer service. Do not call me email me, I do not care what you say anymore. read more

I have had insight for about 9 years and there hasn't been 6 months go by that something didn't quit. I haven't had internet now for over 3 weeks and have called at least 12 times the last service person I talked with put me on hold for over 40 min and then hung up. I am going to AT&T uverse my bill at insight is 168 my bill for more service at uverse is 116. Insight Jerry Abramsom protected you now he is in Frankfort you haven't got the government in your pocket to stop any competition. So time warner you have your hands full with the terrible service insight stuck you with. read more

Absolute worst customer service period I scheduled an installation two weeks ago they keep giving me all day appointments no one shows up or call at all then then they scheduled another all day appointment for two weeks later and they have my money this co.pany is a flat out SCAM read more