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Deceptive Marketing Or Classic Bait & Switch Kings
Posted by on
NEW YORK,, NEW YORK -- I signed up for an $89.99 bundled service package. Time Warner Cable (TWC) required that I pay up front for the first month as well as the installation. It seemed like a good deal and I verified on two separate occasions (prior to installation) that my service would be no more than $90 per month.

I didn't receive a bill so I called Time Warner to inquire and pay the bill. Here's where the nightmare started. First, getting a live person on the phone is nearly impossible. This is of course by design as I later made aware by two separate TWC customer service employees. What happens is you dial their number (1-888-TW-CABLE)and reach a recording. The recording asks you several different questions and gives you options to select from. You'll never hear an option to speak to a customer service representative So you keep trying to pick the right answer to get to a live person. The only way to get a live person is to not push any buttons and let the recording ask you questions over and over and over again. If you do that, you'll eventually get transferred to a live person.

Once I got a live person, he supposedly looked into the computer and found that my bill was $195. When I told him there was no way my bill could be that much, he stated that I had three services and gave me prices for each one. When I told him that I had signed up for a bundled service package that was $89.99 he told me that was impossible and they didn't have a package for that price. I then asked for a direct callback # so I could gather all of my original documentation and call back in 20 minutes without going through their awful phone system. They said that the number I called was the only number they had. I then asked if they could have a manager call me back in 20 minutes. The customer service person told me they would have their supervisor call me back in 20 minutes. I of course didn't receive a return call.
I called the national sales team that initially set up my new service and they said I would need to call the customer service line. The representative I talked to agreed that the phone system was "the most awful thing ever" and sympathized with the situation. I then called the TWC customer service line again. (It should be called the LACK OF Customer Service Line after the service I received.) Once I reached a live person (Mario), I immediately exclaimed that I was highly irritated and I wanted to speak to a manager. Mario responded with "Managers do not speak to customers directly". When I demanded to speak with a manager, he responded with the same statement again! I then asked who his immediate supervisor was and told him I wanted to be transferred to that person. Mario told me that his supervisor's name was Jose and said he couldn't transfer me until he made notes in the system regarding my account. During the time it took him to enter the notes there was laughter in the background, (this of course added to the lack of professionalism. After being held idle by Mario I demanded again to talk to his supervisor and he said he couldn't transfer me until he was finished with his notes. When he finally finished and transferred me, I got Jose's voicemail. I HUNG UP! Since TWC is set up to avoid it's customers and their managers do not speak to customers directly I will resort to posting this message on poster boards such as FTC.gov, ComplaintBoard.gov, RipoffReports.com, BBB.org and placing fliers in my neighborhood, malls, gas stations restaurants, and new housing tracts. Maybe if I warn enough people in a concentrated area about TWC's deceptive practices, false advertisement and lack of care or concern for their customers it will deter others from being put in the same position I'm in. Until someone within TWC's management team decides that their customers are worth talking to and calls me, I'm making it my mission to find two ways each day to communicate my experience to others.

     
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werelucky on 2010-10-04:
I can't see where your titled complaint is valid. They do have a lousy phone service but you stated you didn't have your information the first time and then demanded they call you back which they said they didn't do. You called back and just demanded to speak with a "manager" without even given the chance for the CSR to resolve your problem. I've always found that being polite and treating the CSR with respect goes a long way to resolving problems.
CaptainSpaulding on 2010-10-04:
BALDEE55: Do you really think that Verizon FiOS is any better?
Ytropious on 2010-10-04:
OP, check around, people are saying the same things about EVERY cable/satellite provider. hanging up fliers in your mall is not going to stop people from using them. I use TWC and I LOVE it. No problems here.
BALDEE55 on 2010-10-05:
LOL they all the same!
TONYSALZA on 2010-10-05:
TIME WARNER USUAL RIPP OFF REPORTS.WORST CUSTOMER CARE AND PRODUCTS EVER! THEY LACK HONOR COURAGE AND COMMITMENT. THE CONTRACTORS DOES SLOPPY WORK WHEN DOING THERE INSTALLATION .
imperial357 on 2010-10-08:
FTC and CA Attorney General should investigate TWC business practices.
they are usual ripoff reports!
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TWC Is Just Money Hungry
Posted by on
MILWAUKEE, WISCONSIN -- In these hard times for everyone do you think that big business would be a little understanding, you know in all that we the people just got done giving dozens of them billions of dollars so they, the big business, can keep on giving us, the people, there services. Well that is not the case with TIME WARNER CABLE. I just now spend twenty minutes with customer service trying to resolve a disconnect issue. I had in front of me a bill stating I owed $81.75. so my wife went down to put $50.00 on it and told them we will pay the rest next week. Nope they wouldn't have it. pay all the bill now Because we were scheduled to be disconnected today. ????

Well upon seeing the receipt it showed we owed $137.75. ??? well to all those who know TWC bills you ahead. for those who don't know that means TWC bills you for services you haven't used yet. A lot like going to the store to buy milk for $2.50 and being changed $5.00. Cuz the store knows you'll be back in 2 days to get another gallon. once more if you're later paying the pre-billing they charge you an Administrative Collection Charge. A fancy name for usury fee. Anyhow the collection site for TWC gave us a # to call to set up an agreement for payment. Cool. Nope.

I was told the same thing the collection site did. pay the $37.28 or get disconnected. What? this is there form or payment agreement. My way or the high way. I tried getting this woman on the phone to see it my way. Just wait a week for the rest of the money. Because I didn't want to pay the $25 re-connect fee. Would you? something needs to be done to these people so they see the big picture. An attorney would have a field day with this company. Just look at all the complaints. But TWC is still on the BBB's award list. How? people listen to me. TWC hides behind policies and regulations. Don't let them con you. You have rights. If you are not satisfied with the company call them and complain. Daily. Weekly. Monthly.

If they wish to hide behind utility status and policy. Be smart. Would you let the power company do this to you? How about the water department? Nope, didn't think so. Use the info to your Advantage. If you have one static channel or phone interruption or even internet drops off, complain. Daily if you have to. They offer you a contract that they see as binding. So see it that way too. You pay for constant service good service. Get it. All cable companies have a list of customers they see as problem. Yeah that is right if you call too much or are loud on the phone, you get marked as problem or disgruntled customer. Once on you never get off of it.

I should know I worked for both the big companies. Comcast in Chicago and Time Warner Cable in Oregon. Oh and if you're an attorney, look in to this because there is a case action suit in all these complaints. I see it can you.
     
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Anonymous on 2009-06-08:
"Would you let the power company do this to you? How about the water department?"

Let them, no. But if I didn't pay my bill, they would surely cut off my power and shut off the water (unless I made prior arrangements).

MSCANTBEWRONG on 2009-06-08:
Cable is a luxury not a necessity. That's most likely why you weren't offered some type of payment plan.
S.czerwinski on 2009-06-08:
This post isn't about not paying you're bill. Its about being treated like a second rate citizen. when you get into a tight bind and are looking to make arraignments to pay it off schedule. Like I said to them wait a week for the rest of the money which only totaled to $37. They only posted me as disco (their term for disconnect) cuz the next day was the new billing service. Which added another 49.99 to my bill, which I might add I hadn't used yet. As for power and water. Would you like to be charge for water you didn't use yet or power. I know those all fluctuate. But not for people (like me) who are on a budget plan. So I ask again whould you pay someone for services not preformed yet?
MSCANTBEWRONG on 2009-06-08:
I don't like paying for a service I haven't used yet, but if I want to use the services that have that policy, I have to. It's like working for a company that holds back back a week during their pay period. You know that going in...you work for 2 weeks before you get your first paycheck. I agree that you shouldn't be treated like a second rate citizen, but really can't see where that was the case in this instance. Like I said before, cable is not a necessity. Good luck to you!
Nohandle on 2009-06-08:
I don't like paying in advance for a service I've not used either. I just received my renewal for my subscription to the local newspaper. I've not received those newspapers but I'm billed based on future issues. I'm also billed in advance for cable and internet. That's the nature of the game. If you don't like it might I suggest having the services discontinued.
old fart on 2009-06-08:
I threw the bill away for my local newspaper when they went to three day delivery and charged the old full 7 day rate... they are still delivering the paper. It must be that they charged me in advance. If not, they are in for a rude surprise when they try to collect again...
goduke on 2009-06-08:
Most services where there's not something they can take back will charge in advance -- landline phones, cell phones, cable, etc. It's pretty standard. The first bill you get charged for 2 months, and then you are always a month ahead. I've really never known one of these groups to work with folks on payment plans. It's too easy for folks to just continually fall behind.

People on both sides of the CS counter should always be treated with courtesy, dignitiy and respect. Heck...Grandma taught us that in the 3rd grade.


PepperElf on 2009-06-08:
"when you get into a tight bind and are looking to make arraignments to pay it off schedule."

I hate to say this but Cable TV is a luxury.

If you're in a tight bind, maybe it's time to prioritize what you spend your money on.

And yes... it's OK to go without TV.
You won't whither away and die.

(and yes I am someone who gave up TV because I was bored of lame network programming)
Anonymous on 2009-06-08:
As of the 12th, don't you have to have some kind of cable instead of an antenna to get TV? I have basic cable-it's $12 a month. If I want entertainment beyond that, I go to Blockbuster or pick up a book.
MRM on 2009-06-08:
Speaking of Blockbuster, I'm glad that they lowered the fee to $2.00 (from $5.00) to rent a movie.
MRM on 2009-06-08:
You can still get TV over the air if your tv has a built-in ASTC tuner. If not, you will need a converter box receive receive tv program over the air. Households with cable don't have to worry about the transition.
PepperElf on 2009-06-09:
sherdy I don't know. I know locally there's some kind of box you can get... I am not sure if it costs though...

mostly because when I gave up TV... I gave up the tv set too.
S.czerwinski on 2009-06-09:
OK OK OK people. We all know cable is a luxury. No argument here. What the main point of the matter is is that all the cable companies out there take advantage of that they have little to no competition, Sorry Direct TV, my work in both cable industries have taught me this (and this is from memos an office conduct)is that the general masses are the backbone of all the income to the cable industries, which means we the people keep them going as a company. sounds like a lot huh. Nope, think of say Chicago, population 2.8 million. 61% have cable. Big money when you see the average home bill is $43.00. Which comes to 73444000 a month. How are my numbers TWC? so you see luxury or not with that kind of money coming in these companies need to spend a little more time making the masses happy. Like the news papers, they didn't all listen and look how many a falling. As for everyone in billing OK. It is a game and many of us play it. but when you say fall in on hard times, I think someone said that earlier, you make changes. As for me I steal from Peter to pay Paul. But when you wish to make these changes in the middle of a billing cycle (Using the month you pre-paid) and dicide to cut services the cable companies won't credit youthe month you're not going to use. A lie you say nope. My research has drawn on hundreds of people this happens to. To draw and end to my ramble, I close with this. It is your money America, don't just say what are you going to do. DO something. Tell them its not right I want satisfaction. Satisfaction of what? For bad Customer service, bad billing, bad internet speeds, promises not kept, Lying, and for the Damn so called new phone numbers they advertised when the Triple play and the Bundle came out. People say what you will. I don't care. What I do care about is getting handed lies for my money. Peace to all of you. Have fun arguing my points.
jktshff1 on 2009-06-09:
S., this post is about not paying your bill. You ("from your own work in the cable industry) know what the terms are and are not complying. it's just business.
Sherdy, I will not go near a blockbasturs. They are anti 2A.
Anonymous on 2009-06-11:
What is anti 2A?
PepperElf on 2009-06-11:
I admit mine was over the " when you get into a tight bind and are looking to make arraignments to pay it off schedule" comment.

regardless of what you feel the company should do... if things are getting tight, it is time to start considering what you can and can't really afford.

as for no competition... that also depends on the area you live in.

where my mother lives, TWC has competition from FIOS and a few of the dish networks... and at one point they actually had competition from NON-cable tv. (they refused to reach settlement with a local network, had to stop showing that channel, and lost subscribers to other providers and some people just gave up cable so they could see that local channel)

now I think cable might fall under utilities... so check your local agencies to see what can be done...

but you might have to consider, that if you are tired of dealing with them... there are other options.

granted... there's not a lot of people who would want to make MY choice and stop watching TV, but... to be honest, you don't really miss a lot once you get past the addiction
Anonymous on 2009-06-11:
TWC has no cable competitors in Akron, only the Dish. I don't want any stupid things hanging off of my house.
Anonymous on 2009-06-11:
Amen Shredy, I don't either. Plus they run all those wires down the outside of peoples houses. Not nice at all.
S.czerwinski on 2009-06-12:
http://www.foxnews.com/story/0,2933,525993,00.htm <--- (Copy and paste in your browser)Here ya go people this is the first step in what is going to be the norm in the States. Internet will be a human right. So to all those who still think cable "is" a luxury, Huh, well that is coming to an end. Grant it it just the French. But the same language is in the proposal from the President.
jsgoodrich on 2009-06-17:
I would like to point out that I agree you should have consumer rights, but with TWC that is not the case. I have had nothing but bad services for over a year and half, I have keep logs and worked with the local division to try to get them corrected with each problem getting resolved for a few weeks or months. Then TWC finial sent me a letter stating that from an attorney of theirs "TWC is under no legal obligation to continue to provide you with services. As such, please be advised that TWC is discontinuing your service, effective June 16,2009. If you have any question regarding this matter, please direct them to me (attorney listed bellow in the letter) Please also consider this correspondence notice to have no further contract with TWC, other than through my office. If you insist on contacting TWC directly, I have been authorized to seek an injunction against further contact."

What was my the reason, was I behind on bill, non-payment, did I violate their terms of services? Did I hack into or break their equipment? No, not at all the only thing I did was use my rights like to get them (TWC) to provide the services I paid for. But, if you cause problems we will just get rid of you. Even though I have filed complaints with the Local Franchise authority, the BBB, the State AG office, the Public Service Commission, and the FCC. TWC respond to the BBB and other state agencies "that it is a legal matter and that I will have to contact their attorney" That way they do not have to be subject to any government oversight. They can hide behind a policy.

My reason for writing this is to warn people that TWC if you push them, the will just claim they have "no legal obligation to provide you service" Because why follow any laws, when we can just git rid of you as a customer, and the other people who live with bad services will keep paying us, because they will not stand up to us.

I think it is a bad way to run a business, but such as life.

TWC Vendetta on 2009-08-13:

http://www.my3cents.com/showReview.cgi?id=31627#c505716
Otter04256 on 2013-06-26:
Fact is, TWC pre-bills, and am going to go after em on that on accounting priciples. They charge in advance which is fine, bill due on receipt, but they BILL a week ahead of the service date. In other words, they are trying to speed up cash flow, and count the billing date (June 24th as when things are due, not the July 4th-August 3rd service dates. I used to be a Senior Accountant for a large Telco, and depending on how TWC records that revenue billed on June 24th, (current or deferred) may be pushing GAAP, or SEC and other investors reports to look better than they are. What they are doing is increasing A/R and revenues for June, by posting the July data in June. Am going to have some fun with this one. Went after one company for such stuff and they got called out on it. Not expecting to change the world, but going to have some cheap fun with TWC accounting, and get the word out to investors etc, that the reports they are getting may be misleading. Don't want money for my fun, just the joy of exposing a cruddy corporate culture.
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My Account Number
Posted by on
QUEENS, NEW YORK -- Today I had a run into the MOST STUPID action of TIME WARNER ever, that they are plenty!!!!

I needed my account number to pay my bill. I was in the office and I could not get through the automated billing service without the account number. I acted like a civilized man who lives in a civilized culture and called Customer Service. The girl needed my account number to give me my account number. I explained to her how STUPID this is, and she said this is the regulations. I begged, pleaded, asked, yelled, and no way, she needed my account number to give me my account number. I asked if she understands modern-days' logic, and she said yes, but she needed my account number to give me my account number because it is the regulations. I told her that this in not National Lampoon and she can ask me any question, such as date of birth, address, or any other information, and she said that she needs my account number to give me my account number because it is the regulations.

I tried telling her that in non-civilized cultures humans and close-to-humans would have mire brains than that, I need my account number so I can pay my bill. She said that she needs my account number to give me my account number because it is the regulations. I asked her how does TIME WARNER hire people? How do they make these regulations? If people need their account numbers they should get them. Customer service basics says so. She said that she needs my account number to give me my account number because it is the regulations. I asked her to take a break, walk around the block, smoke a cigarette (or a joint as it so happened with the guy who writes regulations for TIME WARNER), so she can relax, then it might dawn on her: If I had the account number there would be no need for me to ask for it. She said that she needs my account number to give me my account number because it is the regulations. I asked to speak t a supervisor, she said she needs the account number so I could speak to a supervisor.

I asked if she would be kind enough to mail me the bill (my bills stopped coming in the mail). She said she needs the account number to start mailing me the bills. I said How would I know the account number if you are not mailing it to me. She said she needs my account number so she can verify why the bills are not coming to me. And finally she said she will talk to a supervisor. She put me on hold listening to ugly stupid ads about how WONDERFUL service is at TIME WARNER for a while. She came back, apologized for the wait, and said (Ready for this???) that she needs my account number to give me my account number because it is the regulations.
     
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Ben There on 2008-12-12:
Umm, don't you think this is a security prevention measure? If they gave out account numbers over the phone, what is going to stop me from calling TW, getting your account number, then calling them back and adding every premium channel as a joke. I guess she since you called her stupid for following rules, she could call you stupid for forgetting you bill.
tnchuck100 on 2008-12-13:
Ben, don't exhibit the same mental capacity as this CSR has. They have other ways to verify who they are talking to. They could have called him back on the phone they have on file for the account. They could have emailed him using this same method. They could have checked the last 4 numbers of his credit card, SSN. They COULD have but WOULD not.

It does appear that most CSR's must not exhibit any use of common sense or the ability to reason to get hired.
Karateka on 2009-06-02:
After reading the review by Archie4711, I joined my3cents and wrote my own review of Time Warner Cable. There are many ways to verify the identity of the person who calls a company. I have never been so frustrated by any service provider as I have with Time Warner Cable.
Anonymous on 2009-06-02:
Chuck, best answer. This is what happens when CSR's are only allowed to read from pre-printed scripts and not use any common sense.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Time Warner Is Horribly Unreliable
Posted by on
Rating: 1/51
EL PASO, TEXAS -- I am paying for 20mbps download speeds. That's all. Just some decent internet. If you could just give me 16 or so reliably, that's all I ask. Instead, Time Warner, instead, you can barely give me 2mbps download speed, and even that isn't reliable! Frequently dropping to. 5, .8, .2, oh we're up to 3mbps now... Hey did it just spike up to 14?? That's great.... oh its back down to 1.3 now. Fantastic.

Why Time Warner? Why? How many times do I have to call your customer service? They're very nice over the phone by the way. But I still don't want to talk to them. I just want to surf the internet. How many times do I have to have a tech over? Why do I suddenly get that 20mbps download speed I pay for for an hour or so after the tech leaves, only for it to drop back to it's normal abysmally depressing speeds?

If I wanted dial up I would get dial up Time Warner.

You don't understand Time Warner. You're the only option I have. I can't even get Comcast where I live. Why can't we just be friends? 20mbps Time Warner. That's all I want. I'll even take 15, even for a few hours at a time. That's all I ask.

I beseech you Time Warner Cable. I give you money. I give you money every month. Why can't you give me internets?
     
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StarStarEmpty StarEmpty StarEmpty Star
Billing goes up all the time
Posted by on
Rating: 2/51
We started with Time Warner 3 years ago at the promotion price of $14.95. We got a price increase notice after each year. Each time we were told we were offered a new promotion price and we were told the original price, which were higher each year. We have been paying $29.99 for the past year and we just got the notice we have to pay $38.95 from next month. When I called the Customer Service about their price increase, I mentioned that we might consider cancelling the service if the price kept on increasing like this. The customer service asked me right away whether I wanted to be connected to the related department to cancel my service. This is terrible. I would advise anyone who wants to use Time Warner think about something else.
     
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leet60 on 2012-09-29:
Price increases for cable/internet services are typical these days as most these providers have a virtual monopoly in the area they serve. The CSR response when you indicated you may cancel, to refer you to a specialty department handling these requests was faily typical of call centers in this type of business; the intent, of course, was to get a smooth talker on the line to convince you to remain a customer by offering you negligible benefits for doing so.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Time Warner Cable TAKING JOBS AWAY FROM AMERICANS!!
Posted by on
Rating: 1/51
LOS ANGELES, CALIFORNIA -- This is a complaint that I sent to TWC today. If you are considering becoming a TWC customer please consider that they have crap service, treat their employees badly and outsource jobs to other countries.
If you are reading this & you are a company that is in competition with TWC ( other than AT & T), wonderful! You are missing out on a great opportunity!

I would like to switch services and it would be awesome to see a really good company who hires Americans take business from TWC! There are many people who feel the same way!

To TWC Management,
I have been a customer of TWC since 2005.

Recently I called for tech help regarding my internet. Much to my disappointment I had to speak to a young man in the Philippines looking at his manual. Yes. It was that obvious. I then spoke to a lady in your customer service who was in South America. ( yes, I asked) I can always tell because they let the phone ring and ring then it always sounds like they drop the phone before they answer.
At any rate.. As an American Citizen I am EXTREMELY disappointed with TWC for out sourcing & not hiring Americans. I will be posting on Facebook and twitter and asking my friends and clients to do the same.
Also.. Because of your lack of loyalty I will be looking to change services.

I'm also aware of your management "style" or lack thereof when dealing with your techs here in the field, it's obvious that you do not value your employees and the almighty dollar is the bottom line.
You inspire no loyalty in your customers or employee's. In addition.. Your quality of service has diminished.

My cable TV and phone line have been out for the last couple hours, when I called to inquire about the problem I was told I would have to wait four days until a tech could come out. Why do I pay you $200 a month ..? Also.. I just became aware of your hidden service fees
as well! Shame on you TWC!!

I am a believer that what goes around..Comes around. Sure your poor management skills and not giving job opportunities to American Citizens will come back to haunt you!
Sincerely,
A very disappointed TWC CUSTOMER.
     
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lexophiliac on 2012-09-15:
Your president is outsourcing jobs to other countries. ie
PassingBy on 2012-09-15:
Sure he does, just like Romney did with Bain.
DebtorBasher on 2012-09-15:
Four days to send a tech? They must be flying the tech in from the Philippines as well. When I had a problem with my cable being out for two days (Not TWC), I told them I wanted my bill adjusted since I pay for a month of service (in advance)and did not have the service for two days. They agreed and adjusted my next bill. I've done the same with my phone bill as well.
onlooker on 2012-09-17:
If you and everyone else paid 600 a month, there would be someone at your door hours after your call.
Those outsourced service positions are filled by hardworking - low paid - dependable, ambitious and patient people. You are not going to get that in the US.
That outsourcing started many years ago - when return on investment and stockholder returns aka profits from some sectors became entirely dependent on a cheap workforce that toed the line and where there was always someone who will work cheaper - those seeds were planted during Reagan' time in office. Get real OK.
You have terrible services, and I do hope you got everything taken care of in the end.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Years of Good Service, However a Problem happens.....
Posted by on
Rating: 1/51
FAIRBORN, OHIO -- So this is a sad story of Time Warner Cable; we have had their service for a long time. However, a problem "recently" occurred("recently" was a term used by many TWC representatives, which was a month ago) and they were unable to actually disseminate the issue for the longest time. I had a technician come out today, this has been the third technician to come to my house. It was finally explained to me that a node was presenting an extremely high current causing noise on the drop off causing all sorts of issues for this area. I'm a night shift worker, so at 1am I am online, because its all I have to do for the next 4 or 5 hours before I sleep. This problem occurred around July 21st, so its been near 2 months now... I had been told numerous times that the issue would be fixed within 24 hours to 48 hours. This is a total lie considering the amount of time this has persisted.

I have talked to many TWC representatives, some were nice, most just wanted me off their phone(this was due to me asking complex questions). I've even had a supervisor get on the line and say to me after a transfer to their tech department "IT WILL BE FIXED SOON" then attempt to be nice. I understand I have called in many times, but this is no way to treat a customer that has not complained once since cable connections were available in my area(2004).

It should not take 3 technicians coming to someones home to invade their privacy, to invade their schedule, to set aside life priorities just to fix an issue that should have been fixed months ago considering 2 others have been here and done the same thing. Some might say since its such a big issue to me then it should not be a big deal if these 3 things happen. I argue that the problem that caused me money loss, time loss, and my opinion of my ISP to be degraded should not have occurred in the first place. I should have received proper handling and care, not run of the mill play book crap provided by representatives who happen to schedule your technicians. It seems there is a huge lack in skill in these departments and needs to be managed properly.
     
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jonthethird on 2012-08-19:
The problem is not a common one. It could have been a tap with a loose seizure screw causing the "noise" filtering back to the node. A tech would have to be looking for a problem such as that to find it.
There are different levels of technicians: the first ones focus on house problems (assuming there are not other complaints in the area.) As you continued to have problems, it was escalated to a higher level of tech.
99% of trouble tickets can be resolved by the service techs. The more highly trained (experienced) ones are the jewels who are always in demand.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Time Warner - False Advertising
Posted by on
Rating: 1/51
MENTOR, OHIO -- Time Warner advertised a bundle with home phone, basic cable, and internet for $89.99. As the customer service representative spoke further, more added fees continued to mount. There was a monthly fee for the box, a monthly fee for wireless, and so on. By the time she was done and had added the anticipated taxes, the bundle was over $120. While this price may not seem outlandish for these services, it is WELL OVER $90! I believe Time Warner uses false advertising to attract customers, then loads on additional hidden charges. SHAME ON YOU TIME WARNER! I will not use your services based on the false advertising, and plan on cancelling the cable I currently receive through your company based on your dishonest practices.
     
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SteveWiginowski on 2012-05-24:
I've had Time Warner, Comcast, and Verizon for these services. All of them do it. I agree, it's very misleading. They say it'll be $89.99 for certain services, but the box is always required for an additional monthly fee and, as you said, other things.
trmn8r on 2012-05-24:
That is indeed a large markup on the package price. I was aware packages can cost in the $120 range, but I didn't know that they advertise them for $89. I agree this is misleading.
Oddtimer on 2012-05-24:
Wow, CableTV sure is taking a beating here lately. Consider the fully digital, crystal clear signal of DirecTV. Far superior to analog cable.
2inform on 2012-05-24:
Wireless does cost extra since its not part of the basic bundle. A DVR also isn't part of the basic package.
SteveWiginowski on 2012-05-25:
2inform, often times a cable box is required to get the basic package (which is different from the DVR).
2inform on 2012-05-25:
SteveWiginowski, I didn't say the box wasn't required. I did, however, point out what does cost extra as these items (wireless and a DVR) are not part of a basic package. Having had a regular box without a DVR and one with, the difference is easy for most.
Sammy on 2012-06-01:
I had a very unfortunate experience with TWC. They lied to me about a new promo deal, quoting me one price and when the bill came it was much more than what they had quoted me. I feel that they are VERY dishonest and have awful customer service. I want to warn people not to go with them.
jeff hofferber on 2013-10-11:
They all are doing this dishonest advertising. Charter,Dish,and Direct. They advertise $29.99 but other fees are added and now they make you sign a 3 year contract and can't tell you what the price will be after the first year, but you will get a $10.00 discount off that price. It could be $150.00 a month at that time. What a scam. I just wish one of them would offer a true price without the B.S.
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Holding New Customers for Previous Bills
Posted by on
Rating: 1/51
GARLAND, TEXAS -- I am a NEW customer. I just moved into this resident and ordered cable and internet service online, they sent me an email requesting more information. I then called CS gave them the order number the representative could not find it so he told me to call the local CS. I called them and the representative stated the purpose for the call was in reference to the resident that lived here with the last name as I and asked if we were related. I said no she then told me to fax over my lease, I said no I will take it to the local office and I did along with my ID, the order was place by the representative and he scheduled my service.

10 minutes before the installer arrives I get another call from CS stated they have checked public records and found that I was related to the previous resident and it shows that someone else with a different last name still lives here. I told the representative no one lives here by that name and I'm not related to whom ever they were speaking of but she continued to argue with me and tell me I was lying and that they will cancel my order and refund my money in 5-6 wks. I went to CS and they would not refund my money right away even though they deducted money from my credit card the day before. I would have to wait 3 days to get my money back even though there was no particular reason not to offer me service and I a BRAND NEW CUSTOMER WITH NO PRIOR SERVICE. THEY WILL NEVER HAVE MY BUSINESS AGAIN NOR WILL I RECOMMEND ANYONE TO THIS COMPANY!!!!
     
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trmn8r on 2012-05-15:
I can understand the concern that the cable company has that they MAY be the victim of fraud, because if you were related to someone there this would be a way to try to scam the company out of a past due bill.

I can also understand that you can't get your money back immediately - it works this way with many companies after they have processed an electronic payment. A credit card refund can take up to 2 weeks to process through the system.

What I can't understand is why the company could not clear you as a truly new customer. They have the right to do what they did if they feel there is evidence to support their action, and if it happened to me I would try everything I could think of to prove I am not related.
Anna Molly on 2012-05-15:
A+, trmn8r.
jonthethird on 2012-05-15:
I sign up for cable, pay the first month, then no more. After 3 months go by, I am shut off. So my live in girlfriend calls, pays the first month, no more. Another 3 months go by. This goes on until I am evicted from my apartment (seems to go that way.) I have seen it happen time and again.
traceylynn on 2012-05-17:
traceylynn on 2012-05-17:
As someone who works for a cable company this happens a lot. Someone has a bad bill, doesn't want to pay it, and tries to put service in husbands/wife's/kids/boyfriend/girlfriends name. It is scamming the cable company. Time Warner does have a right to see if you and the person are related/ in the same household. What public records did they pull? If you can show a utility bill at your old address during the time frame the other person had service that may save you. But I know for my company we will only take utilities statements, taxes, and paycheck stubs with the address on them as proof, leases are too easily forged. I am still curious how they found out you lived with the other person? If there is public record of it that leads me to believe you do really live with them. Also if you have the same phone number on file that the other person does on their account that is a dead give away. More than likely you both had the same phone number which means you both do know one another/ live together.
ThomasinaPaine on 2012-06-16:
Years ago. during my employment as an outside sales rep for Time-Warner Cable, I quickly learned that the cable company is as much a "scam" as the practice referenced above. I discovered to my shock that:

1. "Name changing" as described above was commonplace.
2. The accounts "churned" in that way kept the subscriber numbers up for the cable company--made market penetration look better than way.
3. "or that reason, "name changing" by sales reps was treated with a wink and a nod by management. It was a known and common practice by outside--and some inside--sales reps that was simply ignored --unless you crossed management in some way.
I was considered a fool for not doing it by the other reps. It took me a LONG time to give in and join the crowd, because to me it was simply morally wrong. Then I got a close-up of what cable was doing to customers and employees alike and
The second year I worked there, TW's marketing fools started a marketing campaign offering one month free cable and free installation in certain demographic areas ---I.e., white, higher income areas, while denying the same offer to the lower income (predominantly black and Hispanic) areas. That "marketing" program was a blatant violation of the first FCC rule of non-discrimination. I objected and mentioned the regulations governing discrimination.
A charge was--literally-- trumped up against me and I was terminated for a faked "rule violation "I gave TOO good a service to a customer by picking up their modem (as I had promised) when they decided not to keep the service.Go figure. I was denied the right of appeal (clearly stated in the handbook) and my picture was plastered all over the foyer telling the staff to contact the police if I came on site (LOL I kid you not) simply because I had the gall to remind management that discriminating against lower income people was not only morally wrong but flat out illegal.
Ah yes, good times at old TW Cable...lol.

I recently changed over at my home to TW for phone, inet, and tv from ATT and discovered that they are again involved in less than upfront practices. Customers are told that the changeover is (virtually) seamless, that the tech will set everything up for you and that of COURSE your wireless DSL modem will work with cable (of course, it does not).
They don't even provide an installation config CD anymore.
I was quoted three different prices by 3 different reps, some reps offering free install, others telling me that you *must* pay for porting your phone number and activation---all this disparity was presented as "truth" by the reps for exactly the same three services I mentioned above.

Finally, the (late arriving) rep who installed my services drilled two holes a few inches out from the wallboard for some reason using the same size drill bit despite the size differential of the cords and then tied a knot in the phone line to keep it from falling through into the basement and didn't even bother to attach it to the wallboard. He then spent all the time on the phone with a girl he was trying to chat up at the main office and, after hooking up HIS computer to the modem to prove it was working (instead of helping me configure mine) he left abruptly, leaving the door to the basement gaping wide open and the desk pulled out.
I was given to understand by the supervisor I called that
a) TW for "liability" reasons did not allow employees to move furniture of any kind
(unlike ATT) since it might result in damage to the furniture or an employee hurting his back or something. (And what is Worker's Comp for?)
FURTHERMORE
b) employees were not allowed to configure or assist customers by touching any computer (citing the same "liability issues" )

SO if you ordered cable internet and you didn't know how to configure it to work, you were out of luck.
I was also told that "basic" cable internet access was "MUCH" faster than DSL ultra (that is to say that 1.5 MBS was faster than 6 MBS (I kid you not) because the way the signal was delivered through cable lines was just "different" and therefore was "much faster". When I pressed for a more technical justification of that claim, I was told by the rep, "Just trust me:I can't really explain it but OUR 1.5 "megabits" speed IS faster than THEIR SIX "megabits"..."
Lord. Granted ATT is notorious for tiering, but...they really believe that statement is true on its face? ?

Time-Warner is still basing their marketing on misinformation, implied service that doesn't materialize, and half truths and vague promises.
Not to mention out and out lies.
I discovered that the (well intentioned) rep who gave me ALL current promotional offers and promised NO installation or activation charges --tho she probably BELIEVED she could do it---had, by the time TW billing software processed it, resulted in my order including $57 in activation and installation charges, a fact I discovered--and got corrected-- when I later spoke with billing when my Inet access was not working 3 minutes after the guy left.

So consider my story when I say that I don't agree that TW is getting "scammed" by a name change resulting in a previous account remaining unpaid. Their new revenue is maintained, at least for a time, AND the entire -overpriced- amount is written off as a loss come tax time.
lynds on 2013-10-08:
TWC is really making me mad, first they send me the wrong boxes then my Internet stops working for a "update" and then (even though I had nothing to do with the bill) they tell me I have to pay For my EX boyfriends cable bill..he doesn't live here!!! Plus I was supposed to get the 130$ plan..the rep now tells me my bill is 190$!! TWC is one of the most un-organized cable companies I've ever seen...so don't listen when they say "faster and better than the rest"
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StarEmpty StarEmpty StarEmpty StarEmpty Star
Appalling Hellacious Experience. Have Already Convinced Many People to Transfer.
Posted by on
Rating: 1/51
FAYETTEVILLE, NORTH CAROLINA -- I signed up for Time Warner cable a couple months ago and initially everything was fine. Then I was moving and requested the transfer of services which they let me do well enough however once the technician came out he couldn't figure out how to set anything up and said ' Oh yeah its your TV. Get a new one and then I can set it up.' and he left. After the pleasant experience I decided to cancel. Then the issues started. I called and canceled and received the confirmation unfortunately I ended up being billed again, of course. I was told ' they would look into it'. Then after relenting and needing internet for work I went back to them. First they were supposed to send me my modem, that never happened. They representative on the phone point blank said ' oh yeah looks like they forgot to order it so it was never shipped'. Then after waiting almost two weeks after I place the order a technician finally comes to my house to install. Low and behold he tells me that my cable was never disconnected and I was still being billed! After he set me up he called in the cancellation himself and gave me the confirmation number. About two weeks later however I receive a bill for not only the bill for my cable but also for the installation of the modem!! Even though I had the free home kit installation which THEY never shipped. Once getting into chat I was told if I paid 110 dollars that they would send me back the money in a business week. I already had a credit on my account from my deposit on my cable but they refused to apply it. After point blank refusing to pay this bill I was assured my balance would be voided. However this is TWC and of course about a week later the balance was at 99.00. I am sick to death of this company and I am going to make sure I tell everyone how I was treated. BBB here I come.
     
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Skye on 2012-05-04:
Forget the BBB. I'd contact your state department of consumer affairs.

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