You know they must be a good company when I'm giving them 5 stars while I'm experiencing a problem. I've been experiencing a cable outage most of the morning, but Insight's customer service reps are so stinkin' nice and knowledgeable, I'm not even mad about it! They really seem to know what they're talking about, gave me an approximate time as to when I should be up and running, and gave me a direct # (that's right, direct) to call the same rep back if I was still having issues past the time they gave me. In addition, all should know that this is not the first time I've received exceptional customer service from Insight. In the last 10 years I've had them, every time I call, whether it's for an issue, or just to change something on my account, every single rep has been helpful and nice as can be. P.S. By the time I finished writing this review, my cable was back on. read more

Having never used another cable company, I don't really have a point of comparison. However, I've never had any major problems with my cable or high-speed internet service. Basic cable and high speed internet run about $70 per month, including taxes and fees. I must say that my high speed connection is really fast and my cable television has only gone out less than a handful of times over many years. Whenever I've need to call customer service for a problem, the person on the other line was usually very helpful and resolved my issue satisfactorily. Customer service for cable is open until late in the evening, while internet customer service is available 24 hours; I'm pretty sure both are based in the United States. read more

I still really like the service, and the customer service when you call in are great. My problem are the technicians! I'd never had a problem with them up until December. In December I started working from home and I needed a new outlet installed. I needed it asap so I paid for a VIP appointment guaranteeing they were there by 8am. The technician didn't get there until about 9:30 am, and he said he was confused as to why he was scheduled for a VIP appointment because he isn't even scheduled to start working until 9:00 am! They were there for a long time, about an hour and a half. The tech didn't seem to know what he was doing. I had other things that I needed to do, but put them off to stay home for them. They did wave the VIP charge but it was still an inconvenience. Then this past Saturday I had a regular appointment made from 3:00-5:00. They usually call before they come and since they didn't call, I called them at 4:50 to see when they expected to be at my house because again, I had things to do. The customer service rep said that the technicians are actually contracted by a different co many, so she would have to contact them to find out. She took my phone number and said she would get back with me soon. An hour later I called back because she didn't call me, and this time they put me on hold while a supervisor called to check on the technician's status. I was then told it would probably be another hour and a half! I told them I had plans so to have them call me before they were coming because I may have to reschedule. By the time they called it was 8:30 and they said they could be at my house by 9:00. That was just too late for me and I said to forget about it and rescheduled for Monday (today between 1:00 - 3:00) and here it is after 4:00 and they're still not here. I called them and they said I was next on the list and the technician should be calling me soon. That was over twenty minutes ago, and I've yet to receive a call. Everything else about Insight is great, and I know they say that the technicians are contracted by them but work for a different company... but that's just no excuse. They need to come up with a better way to make sure they are on time or at least not THAT late. Like my husband works for a different cable company. Their technicians aren't assigned to individual houses. The customers all pick their time frame and then whichever technician finished their job first goes to the next customers house that way no appointment is ever THAT late. Also, if they are going to be late they should call and let you know and at least let you know what time they expect to get there so that you don't have to just sit around and wonder and waste your time calling about it. And if you do call in with questions, they should be apologetic... this last rep I talked to wasn't. Overall I am really upset with them, and if it wasn't for the fact that I enjoy their services, prices... and I've already tried out and have Direct TV... I would seriously consider switching my services. *** UPDATE *** It is now 8:45. The techs got here at about 8:20pm, when they were supposed to be here between 1:00 and 3:00pm. Insight basically blamed the people that they contracted, Utili-Comm South... and the tech blamed his supervisor because he said he told them at 2:00pm that they needed to find a replacement to take over the job because the job he was on was going to take hours. The supervisor failed to do that, and they failed to let Insight know what was going on. There is very poor communication between the two companies. If they told me it was going to take hours when I first called in, instead of continuing to tell me I was next on the list... I could have gone out and got the stuff that I had planned to do done and still been home before he got here. Either way, no matter who's fault it was, I still got screwed! If you're going to get Insight you're service will be great, however BEWARE if you need to have a technician out. I'd recommend making an 8:00 am appointment because if they get caught up, which it's very likely they will.... you're going to wait hours. read more

We have cable, Internet and phone service through Insight. I rarely have any problems with any of the services, although it was quite an ordeal to get them all set up. The technician came out on a Saturday, which was nice, but after he left, only the cable was working. I had to make a call to get the Internet service workable and we had to have another visit by two other technicians to get the phone service connected. Our fees for the three services are higher than what Insight regularly advertises as the package deal, so I need to contact them regarding that. read more

insight is pretty good, i've actually considered not moving to the 513 rather than having to deal with time warner. They just need to pick it up on the HD channels and especially MLB Network and Fox Soccer Channel HD the internet service is great as well. read more

I wll be forever grateful when I move away from this town (Bowling Green, KY). I DO NOT like the CUSTOMER SERVICE that this company provides. I can't move soon enough. I have complained via letter and phone and it has done absolutely no good. I HATE your various options that have to be chosen on your customer service number before I can speak to someone. I've gotten the run around and it has got to stop. I guess the only way to stop it is to find another cable company that will handle my business effectively until I leave this small minded place! read more

Try to find prices on the insight website. Try to bundle and price your services. The prices are NOT AVAILABLE, even if you are signed in as a customer. Even the electric and water company lists the prices for their monopoly based utility service. In 2011, all the insight services are available MUCH cheaper, find out what it really costs all together before you fall for the insight pitch. read more

Beware of using Insights return drop boxes. The customer service representative says "Use the drop box. They pick up tomorrow. Drop your equipment off in the box and we'll cancel your service when the equipment is checked in. Guess what! They only checked in 2 of my 5 pieces of equipment, therefore, they won't cancel my cable service!! I'm keeping phone and internet service with them and did what I was asked to do, however, someone on their end evidently hasn't had enough training to scan in returned equipment. SCAM!!!! The only person to benefit from my equipment not being received in at their warehouse is INSIGHT. read more

YES, THIS IS A LONG REVIEW, BUT BEFORE YOU DECIDE TO PAY $1200 A YEAR FOR SERVICES YOU'LL USE EVERY DAY, IT'S WORTH READING AT LEAST ONE PERSON'S EXPERIENCE. THANKS. Depending on where you live, you may not have a choice but to sign up for Insight's services. If you have other options though, heavily consider them. Insight isn't a bad service, per se. The internet is fast. The HD options are fine. Navigating the menus has a learning curve, but is fine once you get used to it. Phone calls don't randomly drop. Nothing amazing, but there are worse. However, that's only when their services are WORKING. In my experience, their cable services are very inconsistent. I can't tell you how many times a show I've DVR'd will have at least one moment where it's frozen for 5 seconds or so. Never during the commercial, as far as I know. And always during the funny parts, it seems. Insight also has these mini-boxes for its digital cable services. These mini-boxes are small (of course) and come with an IR sensor that can be plugged in to the back and stuck anywhere you need so the box itself doesn't have to sit out. That's all fine and dandy, but you're not worried about the IR sensor when several times a day your programming is interrupted with a black screen saying "Programming is not available for this channel. Please call blah blah blah". What? Seriously? 10 seconds or more later, your programming resumes. And this happens on all mini-boxes at once. Not just one. So I doubt it's a faulty box. Their customer service is usually helpful. However, if it's after business hours, good luck reaching somebody. They have a 24-hour customer service based in Louisville, but getting through to them is a challenge. One anecdotal evidence of this includes a night where I ordered a pay-per-view event. However, I ordered the Standard Definition version by accident. Okay, no problem. Call Insight and ask if I can get refunded for it and switch to the HD version. What should have been a 10 minute call turned into an full hour and a half of calling, talking to someone, being told I was being transferred, then dropped. This happened three times until I was finally helped. The real kicker is the transfer wasn't due to having an issue their first level people couldn't help me with - it was due to the set-up of their automated system. You see, instead of giving the option to talk to someone from their 24-hour call center when having issues related to cable, it says to call back during business hours. However, tell the automated system you have an issue with your internet, and it'll put you through to someone in the 24-hour call center. So I had to repeatedly call, speak with someone in their broadband internet cust. service dept., explain my problem and why I had to call them, then be transferred. Except I wasn't transferred, I was dropped. Three times. Thanks, Insight. Overall, the only thing Insight is good for is its internet. I haven't price compared, but speaking on terms of quality, it's rather consistent and reliable. If you can, get cable and phone service elsewhere though. Until Insight fully integrates with Time Warner's services (which I've heard aren't much better), they aren't worth your $100+ a month/$1200+ a year for cable, broadband and phone. read more

One of the biggest mistakes I've ever made. I have no problem with the service "after" we had to have 2 techs. come out to fix the problem. The lines were installed incorrectly from the begining, and didn't have service for a week. The biggest issue I have is that the price quoted was only good for 1 month, After that our bill has gone up $2.00 each month. When I call they always tell me another add on. I am very frustrated and if left up to me I would cancel and go with another company. I would advise everyone to watch their monthly bill for the additions because they dont tell you about them. read more

The internet service is not any good, the pages load real slow and sometimes not at all. It is not uncommon for the service to not work at all. When we call to try to solve the problem the customer representatives are unresponsive and act like they don't care. I know it is not a problem with our computers they work faster and better when I use my out of date Verizon hot spot. read more

I have had nothing but problems for a week now. They have sent out several techs, none of them fixed the problem with my internet. I have gotten the run around so many times I am actually shaking I am so angry. We pay a large fee for 30meg and can't even use it. If there was another cable company to choose from I would change in a heartbeat. read more

I liked the fact that they were able to get someone out right away to set up my services. However, the "someone" that they sent out was a group of 3 guys from Utilicomm South. They stayed at my house for an hour and a half ranting to each other about how their company sucks so bad and they want to quit and work at Wendy's, smoking in front of my house (where they dropped their cigarette butts on my front steps), and broke my computer. They were in my bedroom setting up the internet, we heard a bang and "oh crap, what did you do?" They were in there for 45 minutes acting suspicious and then left. We went to use our phone/internet after they left and found that they hadn't even hooked anything up. Our appt was at 11 AM and we had to wait til about 8 PM for an Insight tech to come out and actually set things up. It was already late at that point and computer still wasn't set up so we waited until the next day. When we tried to turn it on we got the black screen of death. We took it to Best Buy where they told us that the hard drive was shot because it looked like it had been dropped. I have spent over $300 just to get the computer running and it will cost between $500 to $1800 (or more, from what they've told me) to get all the information off of my old hard drive. It's full of 1000's of pictures, my husbands business info, and other important things that I can't lose. If you have the option to go to any other company, do yourself a favor and DO!!! It will save you so much time, aggravation, and money in the long run. read more

insight used to have great customer service. once they got bought by time warner the service has went down the hill. I do not recommend them at all. I do recommend you looking at other options such as cincinnati bell or direct tv. this is my recent experience with insight. we had an appt last night wed june 5th 7pm-9pm. we get a call at 830pm narrowly miss answering it. immediately call back the number on the caller ID but a customer service rep answered and said she will try to contact them and call us back. we got no call back so at 9 we call back talk to a different rep. they say its too late to come out. she said the quickiest would be tomorrow from 8am-10am. I say fine. I tell her do not put on there to have to call before cause I will be here all morning. 10am on june 6th no one has showed up. I call back again. the rep said that appointment was made on june 7th at 8am-10am. I say no it was made on june 6th by this time I am very upset. I ask to speak to manager which that never happened. I get transferred to a nky area call center and talk to a rep there. she said it will take me 15-30 mins to find out if we can have someone out today and I will call you back. that was at 10am. 11:30 an hour and half later I call back again. in the computer they luckily show I have an appt between 1-3 so I might actually get my cable fixed!! they changed their policy 4 months ago which is stupid policy. the service reps call from a number that you cant reach them on if you do not answer at that second they cancel the appt. before they used to show up during the time range. everyone is busy and most homes you have two working parents so they can not expect us to be waiting by the phone for 4 hour window waiting to pounce on the phone when it rings. whoever made that decision to change that should have their head examined. I recommend all insight customers or customers who are considering insight to look elsewhere. they used to be an awesome company with great service. non of the positive reviews apply cause now they own by time warner. service is worst!!! I am also looking into an bundle deal from cincinnati bell now as well as direct tv. cusotmer of insight of over a decade!! bye bye insight read more

I had their internet service in the Columbus area. I chose to end the service because they were increasing their price to ridiculous rates for the speeds provided compared to any other provider. After requesting them to cancel the service, they refused to do so until it was automatically disconnected for lack of payment, and then I had a tough time closing the account with their billing department. I'd recommend that you consider other choices read more

I have two cable boxes hooked up in my house. I have had one for ten years and the other is only a year or so old. Last night one of my boxes randomly quits working. We call to get assistance and they tell us our box is too old and needs to be replaced. No biggie. However, they cannot send anyone our to replace it for four days, all the while I am paying for cable that I cannot access. We also asked if we could bring it in ourself and get a new one and we were told no. Then to top it off the very next night my daughter was watching tv using the box in her room which we just got last year. A mild storm hits and the power goes down for about ten minutes. When power returns my other box will not work. We again call for assistance after powering down to let itself reboot unsucccessfully. The service rep tells us to try rebooting again though we had just tried with no sucess. It didn't work. So before telling us to try something else or before the rep tries any other possible actions she tells us that box needs replaced as well. This baffled me considering the box is not old by any means. So now we have to wait four days to have our boxes replaced all while paying for cable we cannot access. Not to mention the fact that the bengals had a game which we could not watch though paying for two cable boxes. I am not happy that the service rep did not spend more than a minute trying to diagnose the problem only to say its too old when its not. I also find it ironic that the second box went out right when power was restored after a storm, u believe that has something to do with the situation, not my one year old box being too old. I am not happy with service at all because of this ridiculous experience and customer service. read more

fyi time warner is insight.... :) same company different name... like kroger is to publix, biggs, fred meyers, food lion, piggly wiggly, etc.... read more