Shelby man protests switch from Insight to Time Warner

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He blames change for outage of service

By Cameron Koch

The migration from local cable, Internet, and phone service provider Insight to Time Warner Cable is under way in Kentucky, but if one local protestor is to be believed, everything isn’t going 100 percent smoothly.

The swap began Monday, and those who previously used Insight as their phone provider were required to reset and then complete their voicemail setups in order to receive voicemails.

Former Insight Internet users, starting this Monday, will have to complete an Internet and E-mail registration process in order to continue having access.

No changes in cable programming or Internet speed are expected because of the switch, according to the TWC’s Web site for the transition.

TWC acquired roughly 760,000 new customers as a result of purchasing Insight for approximately $3 billion in February of 2012. TWC is among the largest Internet, cable and phone providers in the United States, serving more than 15 million customers.

In an E-mail, TWC spokesperson Mike Hogan said the company is “very pleased” with the progress of the migration so far and that no service outages have been reported.

But Shelbyville resident Taj Saiyed, who stood outside the local Time Warner Cable office for more than four hours in 91-degree weather, said otherwise.

Saiyed said both his Internet and TV, both formerly provided by Insight and now by Time Warner, were down for days. In addition he said his bill increased unexpectedly.

“I’ve had problems with the service since [last] Friday,” said Saiyed, who lives on Shelbyville Road.

He said that he never had encountered problems with the service in the three years he has been an Insight customer. He blames the switch to Time Warner for his problems.

He said he made numerous calls to the company’s help line, hoping to find an answer to his problem. Instead, he said, he was waiting for nearly an hour to talk to a representative, and he did so multiple times.

Hogan in his E-mail stated the company has increased customer support staffing in order to help people through the transition and lower call wait times.

After multiple attempts on Wednesday, Saiyed made his way to the former Insight office at 409 Washington St. in Shelbyville. When he complained and began protesting in the office, office workers called the Shelbyville Police Department and had Saiyed removed from the building.

Returning a few minutes later with a posterboard reading “INSIGHT GIVE/NEED SERVICE,” Saiyed began the first moments of what would turn into an afternoon long on the sidewalk of Washington Street outside the TWC office.

“I’m not fighting for myself,” Saiyed said during his one-man demonstration. “Thousands of other people have the same problem.”

Hogan said by and large, the migration has been a success. “When you compare it to the number of people we transferred over, over seven hundred and thirty-thousand people, the majority of people had a successful migration,” Hogan said. “Even if there was fifty people who complained, when you look at it in the bigger perspective, it is nothing compared to the bigger picture…there are going to be issues with some, but the majority are going to be successful.”

As for Saiyed, his continued protests produced some real results. After speaking with Time Warner management on Wednesday he said his Internet was restored, and Time Warner representatives assured him a crew would be at his home before 7 p.m. that day to attempt to fix his cable.

“If they aren’t here at seven, I will be back tomorrow,” Saiyed said.

His cable was restored.