Time Warner Cable Internet

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Took 30 Days To Set Up My Phone/Cable/Internet Account
Posted by on
Rating: 1/51
KINGSTON, NEW YORK -- We just built a house and planned to move early in the morning April 30, 2013, and since I work in communications full-time out of my home, I wanted to make sure I had Internet and phone up and running by the time we moved in - without phone and Internet, I can’t work. On April 10, my builder said it was time to call Time Warner to get a tech to bring out cable to run in a conduit between the cable box by our driveway up to the house’s cable box. Everything else had been installed by the developer and builder, and the builder had just done the same thing with the house next door (which took about two days). My builder said that if it was going to take too long, Time Warner could just drop off the cable, and he would run it up to the house. When I called Time Warner April 10, the woman who handled the call took directions to our house down several times (since we’re not in GPS currently, it can be hard to find), and said a tech would be out “in two to five days” and that we should have no problem getting our triple play system up and running by April 30. She also used my cell as the account number, and I said that if the tech had any trouble finding the house, feel free to call me. Then she gave me a work order number, and said she’d call me once it was installed to set up our triple play account.

By April 15, no one had shown up at our property, so I called Time Warner and was told that a tech had been dispatched April 11, but couldn’t find the house. Apparently, the tech hadn’t bothered to try to phone me to get directions and no one at Time Warner was going to call me to let me know of the problem. And when I asked why the tech didn’t just use the directions on file, the man handling the call, Steve, said there were no directions on file. So he set up another work order with a different number, put the directions into the file (which I made him read back to me), and said it would take another “two to five days” for someone to run the cable.

The next day, April 16, I received a call from the original woman who set up the work order at Time Warner, demanding to know why I had called Time Warner. I was absolutely flabbergasted and said I called Time Warner because no one had shown up at our property! She seemed angry that I’d called, and said I should have waited for her to call me. I couldn’t believe there appeared to be some sort of infighting at Time Warner about who was setting up our account!

Around April 22, I called Time Warner because again no one was showing up at our house. I got a guy named Vinnie, who was able to see both work orders, but couldn’t put me in touch with anyone I’d spoken with previously, even though he said he knew Steve and the division that Steve was in. Nor could he give me any idea of how long it was going to take to lay this cable. He described a process, that included getting permits, etc., that might take several weeks. I was almost speechless, since I had originally been told it would take a few days. So I repeated that really all we needed was for Time Warner to DROP OFF the cable, and we could do the rest, but he said again that was not possible. I reiterated that no permits were necessary, but he didn’t seem willing to listen to me.

At this point, I was so busy trying to move that I was only able to call Time Warner a couple times to try to straighten this out, to no avail. Nobody could tell me when someone would show up, why Time Warner couldn’t just drop off the cable, or exactly what needed to be done. Yet, even on Friday, April 26, I was still being told that Time Warner would probably have the service up and running by April 30.

On April 30, the day of our move, Time Warner finally came to life, called me and said it would take two weeks to lay the cable! No explanation given. I was angry – originally, I had been told service would be up and running by April 30, and now it seemed the process was only being initiated on April 30, and it was going to take much longer than anyone had ever said it would to date. I told the woman who called that if Time Warner could just drop off the cable, our builder could get it up to the house himself in less than a day. FINALLY, she agreed that Time Warner would do that. So she asked for our builder’s name and number, which I gave her. She said Time Warner would call him to find out when he would be there so they could drop off the cable. (Time Warner never did call our builder.)

Instead, on May 1, a tech finally showed up at our house! It took about an hour to pull the cable from the box at the end of the driveway up to the house. I told the tech, Rich, who was very sympathetic, about what had happened, and he said it never should have taken Time Warner THREE WEEKS to run a 50-foot cable. That afternoon, I called Time Warner to set up our triple play and was disappointed that the earliest they could come was FIVE DAYS LATER, on Monday, May 6 in the morning. Still, I was thrilled we finally had the cable laid. It was a week of lost work (about $1,000), but at least I’d be up and running the week of May 6, I thought.

Little did I know…
On May 4, Time Warner called my cell, which my husband picked up, and a woman told him she was confirming that Time Warner would be by on WEDNESDAY, May 8 to set up our triple play. When he told me, I hit the roof, and called Time Warner to find out why they were delaying the installation of our triple play by two days. The woman who took the call said that Time Warner had cancelled Monday’s appointment, and that she would call me back within two hours to resolve the situation. She never called back, so several hours later, I called Time Warner again and got another operator. This is what she told me: “We never do installations on Mondays.” And I said, so why did the agent who set up our triple play schedule an installation time on Monday? And she replied: “Well, we DO do installations on Mondays, but we really don’t, and we don’t have any available technicians right now.” I said, “WHAT are you talking about? What kind of a system is that? DO YOU or DON’T YOU have techs available for installations on Mondays?” Then she said she’d note in the file to expedite our installation if a tech became available, but the installation appointment was now for Wednesday. So another half a week of work lost ($500).

On Monday, May 6, I was at a local shopping center and got a call on my cell phone from a Time Warner tech who said he was going to install our triple play but needed directions to our house. He was about two minutes away, he said. Overjoyed that Time Warner had apparently rescheduled the Monday appointment, I gave him directions and said I’d meet him there in five minutes. But as I raced up our driveway, the tech called again and said, “I’m sorry, ma’am, but I just got a call from my supervisor telling me that Time Warner has cancelled the installation appointment.” I was so angry – but I stayed calm. I said, “You mean to tell me you’re about 30 seconds from my home, and now Time Warner has again cancelled the installation appointment, despite the fact that A) you’re available, and B) I’ve raced back here to my house to meet you?” His answer: “Yes, ma’am, I’m sorry. There’s nothing I can do about this. I’m very sorry.”

On Wednesday, May 8, I was in the driveway around 9 a.m., and a Time Warner truck drove up. I thought it was the installation tech, but it was instead Rich, the tech who pulled the cable up the driveway. He was aghast that I still didn’t have service and couldn’t figure out why it was taking Time Warner a month to do all this. He said he would call his supervisor to put in a report about it. He said he had come by to make sure the installation tech had done the work right and closed up the cable box.

Finally, at 11:30 a.m., the installation tech showed up. Dimitri was very nice and installed everything. He groused quite a bit about Time Warner, and how they overwork their techs, setting up piggyback appointments that were impossible to finish in the small amount of time given. Then there were problems with the Internet service, which was supposed to be “Turbo,” but was taking minutes to download a page. Dimitri said everything was set up correctly, and he couldn’t figure out what the problem was. He spent an hour on the phone with a Time Warner tech, but they still weren’t able to resolve the problem completely. Then Dimitri said he had to leave, as he was already two hours late for his next appointment, but that he’d call me later to make sure it was working. He never did call, and it wasn’t working.

On the afternoon of Thursday, May 9, after struggling with the Internet all morning, I called Time Warner yet again, and finally got a tech named Chris on the phone. He spent an hour with me, trying to figure out what the problem was. Finally, he was able to figure out that I was in a “bad channel.” He switched me from channel 1 to channel 7, and that fixed the problem. By then it was 5 p.m. It had taken exactly a month, with eight work days lost ($1600), from when I made my first call to Time Warner to get a routine triple play system up and running – something that normally takes, what, a few hours?

Then, of course, there’s the fact that Time Warner installed a corrupted cable box and/or wire so our TV cable system didn’t work for another week, necessitating a call of an hour and a tech visit, but I don’t even care that much about that. At least I didn’t lose any work (or sleep) over that one! But I really do wonder what I’m paying sky high rates for here?
     
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genuinearticle2 on 2013-07-14:
I just wanted to add that this complaint is basically the text of a letter I sent to Time Warner Cable seeking financial compensation for their deplorable service. Will Time Warner, which has notoriously awful customer service, acknowledge this and compensate a damaged customer? To date, I haven’t heard back, but will post here any response I receive from Time Warner Cable. I also posted this letter at http://www.pissedconsumer.com/reviews-by-company/time-warner-cable/time-warner-took-30-days-to-set-up-my-phone-cable-internet-20130713429164.html
stacy on 2013-07-18:
You should like their Facebook page, write this on your wall and tag them, that way they cannot delete. I bet someone will contact you soon. Then any step they take from there should have a status update following with tags. It'll get people going. Good luck!
Dee on 2013-07-18:
you should also email and mail it to their Press Relations department and CEO . I find that sending it to PR dept gets you a quicker response. Good luck. I had TWC and they suck. I know have Cablevision/Optimum and it took them a month to fix my cable problems. They are just as bad as TWC. We as customers just can't win. Good luck to you!
JAMES LEVERETTE on 2013-07-18:
GHARTER COMM.TOOK ALMOST TWO MONTH TO TEANFER MY SERVICE,WITH A TECHINAN.THAN CHARGE ME TWICE RATE,WILL BE GOING TO SOMEONE ELSE.
Bye Time Warner on 2013-07-18:
My wife and I HAD Time Warner for TEN years and all we had were problems with that place. Failed appointments, poor customer service, HORRIBLE customer compensation when they made errors, just a terrible company! AT and T was offered in our area In December and we switched over and are as happy as can be with AT and T, so BYE BYE Time Warner! (and yea I am a true FORMER customer and have NO ties to AT and T other than my monthly bill, which incidentally, is cheaper than TW)!
Joshjustwonders on 2013-07-18:
I was so glad to get out from under "your thumb." Worse company second to Amex
harvesthome on 2013-07-18:
We endured a 3 month ordeal with a newly constructed home after suffering a house fire. Most agencies and service providers did all that was in their power to help us in this process. Not Time Warner. They took forever - much like the homeowner described above.
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Poor service/inaccuracies
Posted by on
Rating: 1/51
LOS ANGELES, CALIFORNIA -- I am writing to complain about your companies’ severe poor customer service and ineptitude regarding how to treat clients.

My family and I moved to Los Angeles from Chatsworth June 11th. We ordered Time-Warner Cable basic.

We had the service for several weeks when suddenly we had no cable but Internet.

We called and after some time were referred to Roberto at 855-239-4434 extension 1511362 at Credit and Compliance Department, 14079 Senlac Drive, Farmers Branch, Texas, 75234.

We were advised that there was a past due balance for equipment and “bounced checks” from account in 2006 ending in #18.

We explained to Roberto that we only paid in person and in cash or card because we had no checks to write from and that we did not use checks.

We also informed him that the equipment had been personally turned in as well in Topanga in 2006.

Roberto told us it was “no problem with the equipment” and that the only thing that “mattered” was the unpaid balance.

We asked Roberto for proof.

Roberto sent only old bills. When again we called him to advise him to prove the bounced checks he told us he had. We explained that these were copies of old bills

Roberto stated he would again send us proof.

We received two letters stating we owed nothing yet all our service had been cancelled and a bill for the new equipment had been issued for account ending in #83.

Again I called Roberto and in my conversation with him I again advised him that he had not sent proof and that again he sent old bills and 2 letters stating we owed nothing.

Roberto told me he had made a mistake, human error. I explained to him that that was the case in 2006, which he promptly told me, that couldn’t happen twice in a row and that now the burden of proof was on me. He said he would send a correction stating we did owe and to promptly return all new equipment.

I asked to speak to his supervisor and Roberto asserted that he was judge and jury and that there was no supervisor to discuss this matter with and that he was the last word.

Since then we have had four letters all time stamped August 21, 2012 and stating the same thing, that we owe $0.00. (Proving my assertion of human error.)

I am angry and annoyed by this inconvenience.

Your company’s lack of good customer service and fair treatment is astounding.

In retro spec, there were never any letters or warnings from Time Warner or Roberto warning of us of any issues.

We also passed all background checks to initially receive cable as well.

I have Grievance with your company because of these and many more reasons:

• Our account was interrupted with no prior notification.
• I was told that the old account ending in #13 was first in the rears for $700.
• Later I was told that the equipment didn’t matter, whether we turned it in or not just pay $300.
• Roberto then sent me a latter stating I owed nothing. Four times!!! (Each statement mailed to us contained 2 months different months billing, spanning from August 2006-August 2007 with no proof of any bounced checks)
• I was also sent a bill requesting $492 for the account ending in #83
• Roberto told me that the letter was a mistake. A mistake he made four times!
• Roberto told us that a new bill was issued for the equipment because our account was cancelled. (With no notice!)
• Roberto was Condescending
• Roberto accused us of stealing
• Roberto accused us of trying to get cable for free without paying
• Roberto told me he did not have to prove anything
• Roberto told me to prove I paid in cash in person on Topanga in 2006
• Roberto denied my access to speak to his supervisor
• Roberto told me he was the final say in maters such as these
• I found Roberto to be vindictive, rude and not very professional.

I may not be ale to stop your company from having customers or making millions off of unsuspecting people but I have decide to do my best to tell everyone I know about your egregious errors, poor service and lack of customer care.

I will tell them of the extreme levels of ineptitude you allow with your employees. I will describe the horrendous buffoonery as to which you allow your employees to run your company. I will do this until the day I die or until I feel that Time/Warner has fully compensated me for my troubles and apologized.

Signed, A Complete and Utterly Dissatisfied
     
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Los Angeles on 2013-01-10:
I had a very similar experience with an employee by the name of Zach at extension 1511455.
Something should be done about these people that feel they can abuse,disrespect and talk down to consumers.When I asked to speak to a supervisor he laughed at me and said there is no one higher up then him. These people should loose there jobs for being completly incompetent. Shame on Time Warner!
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I Could Not Imagine How TWC Could be any Worse
Posted by on
CHARLOTTE, NORTH CAROLINA -- The Hold time, The number of people you hold for, their lack knowledge of services, the over pushing of new (and deceptive priced)services - to name only a few.

I inquired about increasing internet speed and in the end they did it anyway and continue to charge for it. I have spent hours of my time try to undo it, but have yet to speak with anyone who knows anything other than "please hold" - then the system recycles through the same routine. Ask to have a supervisor call? they never have yet. They are a cable monopoly in our area.
     
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Alain on 2012-01-26:
You can file complaints at http://www.fcc.gov/complaints and http://www.ftc.gov/bcp/index.shtml While it won't help your immediate problem, the complaints are tallied and, upon occasion, an agency may take some sort of action.
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Friendly Service but Empty Promises Won't Run a Successful Business
Posted by on
Rating: 1/51
DALLAS, TEXAS -- I'm going to detail out the experiences I've had cancelling TWC’s service, because the amount of time I've had to spend ensuring the job is getting done by TWC has been absolutely unacceptable. The reason I cancelled is because I was moving to an area that had Verizon, which I feel is a better service as far as technology goes. I called a week or two before my move date of 9/24 to schedule my service to be disconnected (trying to be proactive). I was very clear with the representative that I needed the service all the way through 9/24. The representative assured me that the service would be disconnected on 9/24. Great, I wouldn't expect to have to call again at all after this. Just receive the final bill with charges through 9/24, and then turn in my equipment and done. Not quite.

On 9/19, my service was disconnected early (physically unplugged). I called to have it corrected and had to wait until the following day for a tech to come reconnect it. I asked to speak to a manager, and was told that he would call me within 30 minutes of my call with the rep, and I never got a call. One of my biggest peeves is when a company says they'll call me to resolve my issue, then doesn't call. This is embarrassing since it was even a manager. I need internet because I work from home, so this was quite an inconvenience. It was then disconnected early again on 9/23, so I had to call again to get it reconnected. The representative assured me that I shouldn't have any more issues because they had noted it in the system. So my service then stayed on through my move date, 1 more day.

Then, I receive a bill for $382, which was apparently because each time the service was restarted, I was billed for a full month. I called again, and the representative adjusted it and I paid my final (so I was told) bill of $18.92. I was told that all I needed to do at that point was turn in my equipment and I was all set, I also asked what the timeframe was for returning my equipment. I work a lot, so it's hard to get to a physical location to drop it off, so wanted to know if there was a due date so I could plan my schedule. I had the equipment for about 2 weeks because I was moving and thought I had some time to return it (after being told there was no due date at all). I then get another email from TWC saying I owe $380 dollars again, after squaring this away previously. I call again to find out what happened. Turns out that they wouldn't take my call because I'd already been sent to collections for a balance that I thought was removed from my account and was charged for “unreturned equipment” after only a couple weeks.

I get that I probably should’ve returned the equipment earlier, but I was told I had no due date for turning it in so I was taking my time. I immediately took the equipment into a physical location in Plano thinking that I could resolve all my billing issues in person and be done. Well, they told me to call customer service to get the balance resolved, and that they couldn’t do it in store. Seriously? TWC doesn’t allow their employees to resolve customer issues face to face? Ridiculous. So I call again on 10/14 and spent 30 minutes on the phone with a representative trying to convince me I owe the money. Apparently the service wasn’t physically disconnected until 10/7, so they tried to charge me through then when I moved completely out on 9/24, as I had stated several times with each person I talked to. She finally reads through the extensive notes for my account and sees that I don't actually owe anything, and adjusts my account, but said that there was about $18 in fees that it wouldn't let her adjust, so she said to wait and she would call me back on Wednesday to confirm that the fees had rolled off my account. I never received a call. This was the second time in this experience that I was told I would receive a follow up call and didn't.

I got an email 10/18 saying that I still owe $18 to TWC because obviously the fees identified by the representative on Monday had not rolled off my account. At the time I wrote this review, I was on hold with yet another TWC representative (identified as a "brief" hold) for the 25 MINUTES so I decided to write how frustrated I am with their service. I was told that the balance was now zero and I would receive a final bill stating that I don’t owe anything. I have yet to receive this final bill on 10/25. If this is how other customers experience this service, frankly, I'm surprised they’re still in business. I'm hope this is the last time I ever have to speak with a TWC representative to resolve an issue that should've taken one phone call. So far so good, but it’s only 10/25. I sent this review to TWC and said that I would make sure I would post this anywhere I could to ensure potential customers knew what they were getting into. I’ve never written such an extensive review on customer service, but this whole experience made me so upset that I really want TWC to read this and hopefully improve their processes so this doesn’t happen to anyone else in the future.
     
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Paul on 2013-10-26:
Excellent review, and very poor customer service. Unfortunately, it sounds all too familiar.
Claudia on 2013-11-05:
well I haven't had a good time with them either. They told me a price and when the bill dropped, it raised 20% than what they had assured me.
I call but they keep giving me this stupid story. Well, I'm about to go back to DirecTV. At least they kept me satisfied with their great professional Customer Service. And they offer high speed from Verizon too!
ICI2I on 2013-12-31:
Nothing new on the road to deception with TWC, sadly because of CPUC here in CA I am unable to have competition on the internet where I also do a lot of my work which is Cybersecurity. On personal recordings they would say everything on your package is the same, 20 meg with TB and 1 meg UL, being grandfathered in on a LOCKED price they reduced the speeds.. but said, well for another 20 bucks I can get to where I was. They argued at the speeds I was getting, I had numerous screenshots with the dates shows with PB 32 Meg and 2 meg... ooops, they had to fix but that is a joke to.. month later new MIB file, back to square one. They play the victim over the CBS blackout here, but then months later they adorn their Hypocrite hat and stick it to the customers. But sadly all that read this is to blame, we as voters put in individuals that cater to companies like this. Here in CA full of liberals remember being fair is a must... (only for them) others Repukes for their greed do the same. Why the political statement? Simple, in my State, CPUC dictates competition, they are not voted in but appointed commissions with huge power the crooks go hand in hand. I have family with Verizon for 30 years appalled they are applying technology that will snoop on conversations and advertise products about camping if you say, gee sometime lets go camping, think not, look at DTV already has it.

The thirst for must have now will to feeds these companies and others like Facebook, Chained...LinkedIn, Internet fowl (tweets) and even though TWC lost 26% of their video they continue their ways.

As for the individual with the varied speeds, suggest removing any plug ins, got directly to the modem, start up in safe mode with networking and see what you get. You will also lose about 10% speed by virtue of browser headers. But then again, what do I know, only been in this business since 1984...
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Time Warner Has No Shame
Posted by on
Rating: 1/51
SAN ANTONIO, TEXAS -- Time Warner has no shame. My beloved cousin died in early November, and I have been trying to close out her account since then. She had a bundle package with internet, television, and a landline home phone. We cancelled some of the service shortly after my cousin's death. We also returned two converters at this time (I have a receipt for these returns). We chose to retain the cable coverage till the 15th of January. I called Time Warner on the 16th to cancel the remainder of the service. They stated they couldn't cancel the service till the modem was returned. I returned the modem to one of their stores on the 19th of January. I asked the person receiving the equipment if this was all I needed to cancel the account, and he said yes. I asked if I would be receiving a credit on the account and he said yes. On the 10th of February, I received a bill for $81.36 still showing that the modem was not returned. My account has a $98.07 credit without the modem and card. I was told that the account did show that the modem was returned and that it "just had not been put into the system" and that it now had and that a credit would be issued shortly. They further stated that nothing was owed on the bill. On March 1st, I received a bill from a credit collection agency for the $81.36; I had received no other notification between the 10th of February and this notice. I immediately called Time Warner and was assigned a case number. The representative again stated that it was clear I had returned the modem, but that they would need to verify that it was in their facility. I don't know what that has to do with anything since they noted that the modem had been returned. He stated that I would receive a call back by the 5th of March letting me know what the status was. I did not receive a call yesterday so in the afternoon I again called customer service. Again I was told that it was clear that I had returned the modem. This representative stated that the previous representative should not have told me I would receive a call by Tuesday because it would take up to 8 business days to research the situation. I asked to speak to a Supervisor and was placed on hold for a long period of time. When the representative came back on the line, she stated there was a backlog of calls (not surprising after looking at all the complaints) for supervisors and someone would give me a call back within 24 hours. In one hour it will be 24 hours and not surprisingly I have not received a call.
     
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Wasted my time and lied out of their BLANKS!
Posted by on
We were using Time Warner (TW) and found a better deal with another service provider who offered us a packaged deal for a lot cheaper. So we left TW.

We returned all of the equipment, ported our number over to the nee service provider, took time off work to get the new set up going. The next day after returning the equipment, Linda from TW called me asking if there was a way they could earn our business back. I explained that I was offered a deal for $79.99 for the packaged deal with another company along with freebies for 3 months.

Linda explained to me that she could give me showtime and a movie channel for 1 full year and give me digital basic cable and 1 digital box, the highest speed internet (Road Runner Turbo) and phone service with a battery backed phone modem all for $74.99 and they would waive all installation and activation fees. She then said the prices would go up in a year but if I called to say that I would leave, that they would most likely keep the special price for me.

When the installer came 2 weeks later, he forgot to give us a remote and the battery pack for the phone. I also found that I wasn't given the Road Runner Turbo...just the regular internet. I work from home on the internet so speed is important to me. They told me this was never on my order.

They sent a man over to give the battery pack and a remote. I got a notice from TW 2 weeks after installation that I was being charged $141 a month and to pay. (That's twice the amount I was quoted!) So I called them and I disputed. They said that they didn't have a package for $74.99 and they went to listen to the recording and said that they would have Linda call me back. I haven't hear a darn thing from her.

I got a notice today (almost 3 weeks after installation) stating a disconnect notice and a bill for $397.50. I called the billing department to dispute this. They told me there are activation fees, prorated fees and then told me they couldn't give me the details but to call another number and they could help me. I have been on hold for this number (800.892.2253) for over 90 minutes! I just leave it on speaker waiting for a representative to answer while I give all of my feedback to any online site I can.

How can they legally make an offer, get people's business based on that offer and not keep their promises? I took two days from working to have the setup and install and I went based solely on their promises and now they are lying!
     
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trmn8r on 2011-07-11:
Let us know AFTER the call what the result is.
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Service Appointment Lies and Deception (Rectified Incident)
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NORTH CAROLINA -- I have been jerked around and deceived by Time Warner Cable's call centers about setting up an appointment to transfer service. The issue was remedied after a long struggle on my part and being on the phone all morning, including with my cellular phone dropping calls *and* phone system problems with Time Warner Cable.

I called Time Warner Cable the morning of 08/26/2010 to transfer service within North Carolina. The phone number that I used was 1-800-TWCABLE, which is advertised on TWC's Website, including for matters of service disconnections. I am an undergraduate starting school on 08/30/2010 and was getting my apartment lease on 08/26/2010, so I wanted either the earliest possible appointment on or before Sunday the 29th, or if that was not possible, I could only do evenings between Monday-Friday. The first agent was able to give me an appointment for 08/31/2010 for 7-9 p. m., which was the earliest time that would work for my schedule, but unfortunately after Sunday. 7-9 P.M. is the latest possible time slot on any day. Because I asked to be put on the waiting list for 7-9 P.M. on Monday or anytime Sunday or sooner, the agent said that, because she is a Sales agent, she would need to transfer me to Customer Service to be put on the waiting list, but did still confirm my Tuesday evening appointment. (I don't even know why I had gotten the Sales department instead of Customer Service.) After being transferred I spoke with a Customer Service agent, who said she could put me on the waiting list, but also searched for an earlier time for me. She found that 7-9 P.M. on Monday actually *was* available (even though it wasn't when I spoke with the Sales agent), so she was going to set me up for that Monday time slot instead, but unfortunately, my cellular phone dropped the call right as I was confirming this change. Up to this point, I had recorded this first call -- both the Sales and Customer Service agents. Because the call was dropped, I tried to call back on my landline (on which I couldn't yet record the calls). For some reason the phone system had problems at the point where it routes the caller to the department they want; for example, I would say "Customer Service" then "Appointments" or just "Appointments", and sometimes it would drop my call or give a busy signal after that. When I was transferred to someone, after waiting some time, for some reason I got the "Retention" department, and the lady was going to transfer me back to Customer Service because "Retention" couldn't help me. This time the call accidentally went into a dead queue (error on their end) and the Retention agent called me back while I was in that queue, but I had to answer on my cell phone and was stuck with the call on my cell again. I asked her if she could call me back again so I could answer on my landline, but she said she could only call me back once because the error was on their end. So I was transferred to Customer Service again. This time, I gave the agent my callback number and said it's very important that she calls me back if we get disconnected. The agent I spoke with said she couldn't do anything with my account because another agent was modifying it. I explained my situation, that I wanted the Monday appointment 7-9 P.M. which I was told was available. This agent was going to call me back once she could get into the account, but eventually it was unlocked, and she saw that it popped up that I did have an appointment for 08/31 7-9 P.M. However, I accidentally lost the call from my unreliable cell phone again. The agent did not call me back as I had asked.

I called back to Customer Service and spoke with a man, but this time he said that he saw my appointment as being for 08/31 from 3-5 P.M. I inquired why it was 3-5 instead of 7-9, but he insisted that he saw nothing for 7-9 p. m., even though the other agents I had spoken to were aware of the Tuesday night appointment. He said that the earliest available evening appointment was going to be 09/03. I was very upset, and I made it very clear that I had recorded the initial phone call in which the first (Sales) agent confirmed my appointment for 08/31 7-9 P.M. I argued with the agent at length that it was wrong for my appointment to be mysteriously revoked like this. He said that the maximum relief that he could provide me would be one day's service credit. He gave me some flak about my dropped calls that I had mentioned, but to prove what I was saying, I even played Bits and Pieces of the call recording in which the first agent confirmed the Tuesday 7-9 P.M. time before transferring me to the Customer Service agent to be put on the waiting list. (Also, each agent said that if a call is dropped, the previous agent would have to undo or drop all of their changes on the account.) The agent I was speaking to said that without a confirmation number, which the Sales agent did not give me, there was no way he could look up the original appointment. He asked for the Sales representative's name, and when I gave it, he said that agent doesn't work for Time Warner Cable but for some 3rd-party contractor or something. I pointed out the phone number that I was using to call TWC and asked if I had been scammed; he said no. He wasn't being helpful at this point, and I was persistently upset and wanted to know what happened to my original appointment. After quite a long runaround, he eventually finally resolved to call the dispatcher to ask if they could make this situation right by squeezing me in for the same day that I was calling, 08/26. This was put in place, and he still agreed to the one day's service credit. I was finally relieved at this improvement, and to get accommodated on the same day. He gave me a confirmation number, and I remarked that apparently it is *very* important that we customers make sure we get a confirmation number (which I never knew about) and to record the phone calls. The dispatcher and I agreed for 4 P.M. -- the time that I actually had a meeting with my property manager to see the apartment for a final time and to sign my lease and get my keys. I did have to take care of both matters at once, and the signing of the apartment lease was the priority, but the service technician was patient, courteous, and understanding of the situation. After I was finished with my property manager, I completed the appointment with the technician and the service was in place.

Thus the end result was pretty good, though this accommodation was a side-effect of being on the phone all morning and having to go through the stress of being deceived about my scheduled appointment time, which never should have happened. If I had not recorded my initial phone call in which I was promised the appointment, and not made such a compelling argument, I would have been ripped off and forced to go with a much later appointment, and only one day's service credit to make up for it. When I called up my phone company (not TWC) to transfer my phone service thereafter, I also asked them to add the paid feature of unlimited 3-way calling (the feature that I need to use for my method of recording calls), so that I can more reasonably record calls on my landline. That's what I'm going to do, both with Time Warner Cable and my phone company.

This situation evidences that when customers are promised appointments, they may be ripped off by Time Warner Cable as their appointments may mysteriously "disappear" or be changed without communication. Apparently everybody needs to know to ask for a confirmation number if they are not automatically given one. I am also encouraging people to record phone calls with telecommunications companies, especially in one-party consent states.
     
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Alain on 2010-08-28:
Time Warner (and some other companies, as well) seems to be following a business model that emphasizes sales over customer service.
rockfishing on 2010-08-28:
Thanks for the review. These companies like TW, comcast, etcgo out of their way to make things difficult for their customers. They count on people just hanging up, or taking several days off hoping they show up. Of course they pay off all our elected officials so there is no hope of help from that sector.you just have to be persistent.
axlb52 on 2010-09-12:
I'm having the same problem right now they just lie and tell you that a supervisor is going to call back and they never call what happens in TWC is that they dint have a real management team and employees do wherever they want they manipulate the system as they want I have asked for the phone number of regional manager or area manager and they don't want to give it to me they are very well train to don't let problems escalate until a real CEO comes to the company they are going to be able to have the real customer service we deserve because TWC is not cheap
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"Sorry There's Nothing I Can Do"
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RICHMOND, KENTUCKY --
Absolutely the worst company that I have ever dealt with. I suppose this is what happens when a cable provider monopolizes a town. Any call to Time Warner goes directly to their corporate lines and the "Supervisors" that you need to speak with to get anything done are MIA.

I have tried for three weeks - no exaggeration, literally three weeks to the day - to get television and internet service through these guys. I honestly need internet service to do my job and I am a graduate student - so I am in a bind to have it.

One would think that they would want our business as we plan to be here a few years and have perfect credit...

My wife called on a Friday, and the soonest that they could get to us was in two weeks. They only offer hours from 8AM-5PM and being working people it was hard to fit in their schedule. The only opening that was available was for a 3PM-5PM time slot. We asked if we could make it about 3:15 as my wife is a teacher and would be able to make it by then. The lady on the phone said it should be fine.

Two weeks later, I get a call from my wife (who was supposed to meet the Time Warner guys) that there was a note on the door saying "Sorry We Missed You." The note was half-filled out, as the cable guy's ink pen had run out mid-sentence. That guy must have been ecstatic to get an early start on his weekend... as he didn't have time to find another ink pen.

I looked at my phone to see the time of the call, and it was 3:06PM.

She immediately called Time Warner to try to get the guys to come back, as they couldn't have much more than pulled out of the driveway, but the number sent her directly to a touch-tone corporate pass-around. Finally she was able to reach customer service and they considered it "unfortunate" but since she had admitted to being late for our 3PM time slot it was our fault and all she could do was reschedule.

In technicality they were right on this one. We had a 3PM-5PM time slot and my wife was 5 minutes late. I think that it is rude, frustrating and stupid - but TECHNICALLY they are right. Although the lady told us that 3:15 should be fine - it was informal and not corporate policy. So, OK.

When I get home I immediately called the number, which sent me back to the corporate touch-tone pass-around and I explained the situation. The lady on the phone was exceptionally nice and said that she would set us another appointment for the next Friday (the once-again nearest open date), but would elevate our status so that if there were any cancellations we would be contacted. She stated that we should get a call the next day - but, worst case scenario, they would be there the next Friday in the 8AM-12PM time frame. I explained to the lady that my wife could not make that time frame, but that I would take off of work.

By now you've guessed that I did not get a call throughout the whole week, and Friday morning I was up and ready at 8AM to let the cable guy in. He arrived at 10AM and spun a big rut in my drive-way (I'm not really mad about that, just had to include it). I went out to greet him, and he immediately began questioning my name and address. Turns out, the account was in my wife's name, and therefore he was not allowed to talk to me.

He repeated that he was "sorry" but there was "nothing he could do." I tried to reason with the guy; I explained that I had made the call to schedule the appointment and I had clearly told the lady that I would be there. The guy was not open to reasoning or even willing to listen to me - he was seemingly thrilled to have found a reason to leave the appointment early. I tried to show him a check that had both my wife and my name on it, he would not look at it... just continued to mumble "I'm sorry - There's nothing I can do."

He said that the only exception would be if I had a signed letter written from her with a copy of her driver's license. Typically, I don't carry things like that with me on a daily basis and I was never told that I would need anything like that. I asked if I could call my wife or drive to her work (5-minute drive) and he shook his head "No."

At this point I was frustrated and I told him to just leave.

I called Corporate to complain, but I just got passed around on the phone and had to explain my story in excess of a dozen times. Literally. And after an hour of trying to get something done on the phone, they said they would "see what they could do" and would call me back immediately.

After another hour and a half, I hadn't been called.

So, I drove to the local office and attempted to explain my situation to the lady there. She wouldn't make eye contact with me. I will admit that I was frustrated, but I didn't raise the tone of my voice, use strong language or anything remotely unreasonable. I made sure not to pin my frustration on her as she was inherently innocent.

No matter - she couldn't have cared less about what I had to say, and repeated the official Time Warner motto "I'm sorry." She said that she would make a call to the guys in the field and "see what she could do" - and then would call me back directly.

A few more hours pass - and it is now almost closing time for Time Warner - and I haven't gotten a call. I made another trip to their office, but it was to no avail... same response from another lady. I requested to speak to the Supervisor, but he/she wouldn't come out to meet me. I'm now waiting on a call from this "Supervisor."

I have never been treated like such trash in my life. The Richmond Time Warner Office couldn't care less if they get your business or not. Luckily for them - they have a monopoly on high-speed internet. The only other options are satellite internet and DSL... so even though Time Warner treats everyone like dogs - we all keep running back to them asking for more.

If there is an entrepreneur out there looking for something to get into - consider becoming a cable service in Richmond. I'll be knocking on your door the minute you're open for business.


     
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GenuineNerd on 2010-01-22:
I guess it depends on the competition. If Time Warner is the only cable provider in town, they can pretty much do as they please...piss off a customer enough and he will switch to one of the dish providers...who don't have that stellar a record complaint-wise either. At least TW does offer good service in my area, especially since WOW and AT&T U-Verse are other cable options in my area. I rarely have cable or roadrunner issues myself.
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Changed pricing after order confirmation
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I ordered a business internet access package from Time Warner Cable on July 17 2010
I received a confirmation of my order for the amount of $77.95/month for a 1 year plan
It was stated in the order confirmation that they would contact me within 24 hours to proceed with the installation.
Instead someone from Time Warner, contacted me after 3 days and gave me a price for a 3 year plan that was more expensive than that of my order confirmation.
I was surprised so I went back to the site to check the prices again. The price for just the specific plan I was ordering, had gone $20 higher!
I complained to the sales person saying that this is unfair, cause I already got an order confirmation with a different price, plus it seems like they were waiting 3 days
for the price change to take place before they contacted me. The sales person wouldn't care any less...
This is mischievous, unfair and unlawful business practice on their part. And of course they have the monopoly as the only Cable Internet provider in the area so why would they listen to my complaints?
     
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BEJ on 2010-07-21:
They should honor what you have in writing. Have you tried to escalate this up?
dennik on 2010-07-23:
I wrote to their customer complaints about this.
The guy called me back saying that they will include a $20/month discount plus they waived the installation fees. So this was a win situation for me (which is rare). I'll be removing this complaint when the installation is over and done under the new terms.
dennik on 2010-07-25:
Unfortunately, TWC didn't honor the contract we BOTH signed. I was contacted by them to be informed that the contractor responsible to do the installation, wouldn't do it for a 1 year contract. So we are back to zero. They are offering me a 3 year contract, for which they don't want to give me a discount to match their previous prices. Just how do they expect me to abide to a contract when they don't? I'm so angry about this.
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Time Warner Cable is a Scam
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Already having had home phone service and cable TV through Time Warner for several years, I decided to switch my internet as well for increased savings as a bundle package with a 2-year agreement. It turned out to be a huge mistake.

The internet service was intermittent to say the least, but was far too unreliable, I could stay connected on a neighbor's unsecured network easier. After weeks of complaints to customer service and visits from technicians, I spoke to a retention agent within the 60-day trial period, who begged me to have a technician come out one last time to try to fix it. I agreed, and just like before the technician was unable to make a difference, so I called the retention department back and cancelled the internet the same day. I kept the phone and cable TV service, since I had them before and never had a problem with them; I had not been given any new equipment for the internet service, so there was nothing to return with the cancellation. I should have just resumed month-to-month on the prior services like I had before.

The next bill came out and was still charged for the bundle, but like most people unfamiliar with subscription billing, I didn't instantly assume what I had believed was a reputable company had made a mistake, I could probably get a credit for it on the next bill. The next month I was charged for it again, as I was on auto-bill, and when I called they first informed me that they had no record of my cancellation and that I was bound by a contract now so if I cancelled I would be subject to an early termination fee. I checked my records and called back, and the next representative even agreed that I had called back to cancel my service that day and was within the 60-day trial, but because I hadn't reported the error within 30 days they would still hold me to that contract. They tried every excuse to keep me in that contract, suggesting that the cancellation wasn't official because I hadn't returned any equipment, even though I never received any equipment. There were the predictable mishaps of getting disconnected when requesting to speak to a supervisor. I was repeatedly lied to, and finally, I had had enough. I already had a new service provider and wasn't going to continue to pay Time Warner since they never provided me with service anyway, so I cancelled.

The only promise they ever kept was to penalize me with the early termination fee, which I am still disputing. Their customer service reps were reluctant to or not empowered to assist or research any further. I called to request the recordings of all the phone calls I had made that month, yet their customer service reps don't even have access to listen to their own recordings of customer service calls, and instead referred me to a legal department to make that request. There seem to be no checks and balances in their company to prevent a dishonest retention representative from getting credit for a save by lying to a customer, and even worse, nobody in the company seems to think that's a problem; instead they all appear to support it. All the reps seem to have been trained to deliver fake apologies, like "I'm sorry you feel that way", which is about as apologetic as saying "I'm sorry you're an idiot." Once their mistake had been pointed out, and they even admitted to it, there is no reason why they should not be able to correct it, unless they were deliberately making mistakes as a means to profit. As far as I'm concerned, Time Warner Cable uses unethical practices to enforce fraudulent contracts, and their policies and procedures are designed to shield those practices.
     
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Alain on 2010-12-22:
Drop a complaint to the fcc about this via http://reboot.fcc.gov/consumers
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