Bainbridge Township doctors deal with Time Warner cable TV, Internet issues

BAINBRIDGE TOWNSHIP, Ohio - Two doctors in Geauga County have been dealing with intermittent television and Internet service since Memorial Day.

Dr. Roger Classen is a successful Northeast Ohio surgeon. His neighbor, Dr. Jim Besunder, provides Pediatric critical care.

Both men rely on their cable and Internet service, so when it started to become intermittent several weeks ago, they tried calling Time Warner customer service.

"I do work from home, and I can't access my emails from work," said Dr. Besunder. "My wife was in the yard, and she called me and said "look."

What they found was an unburied cable line stretching more than 50 feet from their home to Dr. Classen's home next door.

"We've called them 10 times, at least," said Dr. Classen. "Nothing has happened, they say we need a new line."

The exposed cable line is a tripping hazard and makes it difficult to cut the grass. Both Doctors reported extremely slow or limited Internet service, and little or no cable TV service.

"We've been dealing with this since Memorial Day. Time Warner knows about our trouble," said Dr. Classen. "Right now I would give their customer service an 'F,'" Dr. Classen said with a grin.

5 On Your Side contacted Time Warner Cable, and the company quickly improved its grade to an "A," responding immediately to NewsChannel5. The very next day, two crews were on the scene, they restored service and buried the potentially hazardous cable line.

If consumers aren't receiving the cable service they deserve, they should feel free to contact a customer service supervisor. Ask for the name of the customer service representative you've been dealing with, and keep a written log.

Reporting the cable company to the Better Business Bureau, or visiting the cable company's main office will often get you the attention for which you've been looking.