Time Warner Cable Internet Consumer Reviews - Page 3

SAN ANTONIO, TEXAS -- Signed up for time warner cable back in December 2009. When the order was placed I was told the charge for internet would be $24.95 question if there would be any other charges for the installation. Was advised no charges. So the contractor came to my house, hooked up the internet and I signed the paper which shows no charges. Guess what, I get my first bill dated Jan 3, 2010, road runner service $39.99 plus the installation charges of course I was hot.

So I called billing dept and was given the run around. Tried to explain the lady who I spoke. When she seemed not to care, told her then I should just go ahead and disconnect my service (internet). She stated, "I will transfer you" and that was that. Well that me more madder so I called back, request to speak with supervisor, so a supervisor came to the phone explained all over again what I was told when I called in the first time to set up the internet of what I would be charged and that per contract should have been no charges.

He stated, "Well they should have told you of charge for the A/O INSTALL SAME OUTLET $19.99$39.99 HSD ONLY INSTALLATION." But anyway he stated he would to ahead and give me credit for the installation and fee for the cable and that my next bill I receive will be around $85.00. Told him that would be fine, my cable bill should only be $50.00 month plus $24.99 which does not include taxes. So he said that he would take care of that day. Guess what, I get my Feb 2010 bill and sure enough after he told me the amount I needed to pay then that is what my next bill would be.

So they show charge $86.95, dvr $9.99, a/o distribution fee $1.99, digital home terminal $7.99, roadrunner service $39.99 & then other charges, credit $80.00 to me (credit should mean credit not charges), payment processing fee $5.00 which I was told he would waive and administrative fee $7.00. My bill $232.00. I am so tried of trying to get this bill corrected. What does need it to take for the billing dept to gets corrected.

My friend was telling that twc was on kens 5 about the bills being doubled bill. I will file a complaint with better business bureau if the billing dept does not take care of this matter with 3 business days. So good luck for the others out their who are facing this problem. How can twc uphold a good name when they treat the customers like this. I was sent no notice that my cable was going from $50.00 to $86.95 monthly. This is unfair. Thank you for listening about my problem.

For the Past 2 years my and my father been having problems with TWC. First it started when I moved out of my apartment and told them to shut the internet off and transfer it to my dad's house. So I'm paying 2 internet services. I know ** isn't it. Then we had problems with them installing cables under my trailer. They just laid the cords there were dogs crawled under and messed them all up. Then internet problems was bad were it kept shutting down slow when I was paying for Road runner turbo. The contract I made was to pay 130 a month. Now it's 200 a month. They jack up the prices without you knowing.

Now here's the fun part. I didn't receive this month's bill so they out and took the stuff. That's not all, in fact they did more than take the stuff. They came into my house without knocking. Then started yankin cords out of the walls damaging my Computers etc. Not to mention they did damage to the trailer. Now while they were yanking out the stuff they threw the modems DVR boxes into the vans braking them.

Now we have to pay for it (which I'm not no way in hell I am) then they yell at my father calling him a bed bug mother ** etc. My brother went off and now the guy leaves. A lady comes out, disconnects the Cable from the Cable box and my dad asks for her supervisor's name and her name. The lady said and Quoted "** you, I don't have to give you **". What the hell are they Training these workers on? They are poor at customer service.

Now is that a good company for you to buy cable and stuff from? Would you like to be called a Bed bug mother ** when you live in a trailer? I don't think so. For me they ** up my credit and I'm not happy. I'm taking this over Time Warner's head. I read they got Kicked out of California for this. And I'm hoping they get kicked out of Ohio or perm. Shut down. The people didn't even get fired for what they said.

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!

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.

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. The 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. Lo 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.

I had AT&T DSL Basic Internet for $30 a month and was looking for a way to reduce my monthly payment. So, I called my local cable TV company, Time Warner Cable in San Diego. The representative on the phone initially tried to upsell me with a high speed internet but I refused and explained to her that I was looking to downsize from my AT&T DSL. Finally, she told me that there was a $19.95 a month internet plan. I said that was what I wanted. She gave me the direction to a local TWC store where I could pick up a modem to start my internet service with them.

When I got the new bill from the TWC, I was surprised to see more than what I was expecting, about $10 more to be precise. So, I got on the phone and asked for a price breakdown. The representative told me that the internet I had was a $29.95 a month plan. When I told her that I had signed up for the $19.95 a month plan, her reply was that they did NOT have such a low priced internet service plan. I was incredulous, so I asked her again if TWC had a $19.95 a month internet plan; again, her answer was no. I asked her to cancel my internet service. She replied that I had to return the modem back to the store.

TWC lied to me to get me to commit to their internet service. If I had known that TWC's internet plan was $30 a month, I would NOT have switched from AT&T DSL. Now, I have to call AT&T and ask them to re-activate internet at home and then drive 10 miles to return the modem back to TWC. Time Warner Cable lied to me to get me to commit to their internet service.

Hi. I owned TW (Time Warner) service 4 years ago. After I disconnect my service I got open balance with 200 something. I called TW about it. They told me that it's charge of non returned kits. I returned kit and I got balance no longer. Now my brother open account with TW 2 months ago. We live in together. He got interrupt service on last Friday. So he called TW he found out that I have open balance with TW so they interrupt service.

I called TW (Robert from credit/collection dept.) and explained about returned kit. But they are now saying that it is non paid service fee. I could not accept it b/c they told me it's for non-returnable kit. Anyway I think it could happens. But I did not agree with them on interruption on my brother's account. They explained me that we shared internet service 4 years ago, so they interrupted my brother's service. I complained him that then why didn't them explain my brother about it when he opened the account. He answered that they never knew about this situation and we are not on contract, so it won't be necessary.

I was upset about that they service customer without respection and not under contract. They have their own policy which is not explained to customer. They ignore the right to know. My brother requested that he has credit on his account, about 50 something dollars, to transfer money to my account. But they rejected b/c it is different account. It never make sense. They said they provide service to property, not account. But they cannot transferring money even we are in same property.

For last, my brother request the service back. It also declined. I asked a statement I made 4 years ago. We still have interruption on internet service. TW is very rude and they have policy which is non-sense. Also it is not explained to customer at all. They also interrupted service without notice.

How is it that an individual can pay a past bill have everything set up for installation have date and time even have the representative call back about Showtime and HBO that would be David. Then have someone call the next day (Robin from audit) and tell you that you have to pay for past collection fees before you can have cable installed. Needless to say now I'm a little irritated. So I pay the 81 dollars collection fee and was once again set up for installation Tuesday at 10 - 12.

Then for the second day in a row I received a phone call from Time Warner (Jennifer from Audit) stating once again they messed up and I needed to pay for a modem (6 yr old account I might add). I HAVE NO DAMN MODEM FROM 6 YRS AGO. Now Time Warner will not install until I now pay 64 dollars to pay off the modem, now I'm pissed. Why did these slip through so many people and why do they call and say oops we made a mistake and you need to give us more money. Are you guys serious? On principal reasons I will not pay the remainder 64 dollars.

So I spoke to Mrs ** representative (supposed to be a supervisor) tells me under no circumstances would the 64 dollars be wiped out. For real? Now I would have paid all the bills that were with the account had I been told up front. I had already paid for a bill that would have been wiped clean in 4 months had I waited. Yes Time Warner will wipe bills 6 yrs old in a forgiven bill plan thing. So I only had to wait 4 months to have the damn bill wiped and it would have been free. And they are hounding me about 64 dollars that they forgot about twice.

I will be calling Mr. ** at 513-605-**** or try to get something figured out. But is this how Time Warner has customer service? Y'all mess up twice I paid for one mess up why do I have to pay another? Take it up with the people who messed up not the one who is on the receiving end. Customer service at it's finest at Time Warner cable go y'all.

LOS ANGELES, CALIFORNIA -- I am soooo sick of Time Warner. Within the last two months I've spoken to 4 customer "care" agents and what I've been told doesn't reflect reality. I was given a special internet rate of $34.99 due to expire in February 2011. Last month I called to make a payment and spoke to customer "care" agent #1. I told him that I saw a flyer that advertised a discount internet rate of $29.99 and asked him if I qualify. Customer "care" agent #1 said "yes" I qualified because I've been a long time customer. He told me to call back next month (December) because my current promo would be expiring.

Today, Dec. 9th I called to make a payment and inquire about the special. Customer "care" agent #2 said that I do not quality for the special rate because I "locked" in at the promo rate of $34.99 for 10mb for another year. He couldn't give me a promo on top of another promo. If I downgraded... I would lose my promo rate and end up paying more. Customer "care" agent #2 said I could cancel for 90 days and call back for a new promo rate but that I would only be saving $5.00 a month. He was no help.

I hung up and called back and spoke to customer "care" agent #3. She informed me that I did not qualify for the $29.99 rate because it was for customers who are upgrading their service. And the current $34.99 rate I had would expire in February and my service would go back up to $48.00 (I think). When I explained that Customer "care" agent #1 said I qualify for $29.99 rate and that customer "care" #2 said he couldn't give me the $29.99 rate because I was already on a promo and now customer "care" #3 was telling me none of this was correct.

At this point I asked for a supervisor. Supervisor refused to take any responsibility for what "customer care" agents have told me. He was no help. I wanted to take this further but there was no one to take it to. I asked for the corporate office address. He gave that to me. I am so sick of Time Warner and their inflated prices and their customer "care" agents who lie. I'm going to write letters to corporate. It's a really bad practice to have supervisors who refuse to be accountable for the people who work under them. It's a bad practice to offers promos knowing the subscriber doesn't qualify. It's a bad practice to lie to your customer. Thanks for this outlet.

LOS ANGELES, CALIFORNIA -- December 5, 2010. Time Warner Corporation. Regarding my telephone and Internet service. Tonight and during the past 11 days, my cable service and my telephone service (that is supplied by Time Warner has gone out of order for hours at a time five different times. In prior months, I had an occasional disruption but never before have I had such a consistent string of outages. I am a heart patient and when my telephone does not work, I am concerned that I cannot use my telephone to call for emergency if required or my internet connection to seek assistance.

Another concern I have is when my telephones do not work, if I had to call the fire department or other emergency, I could not. On the last two occasions after the service returned, I tried calling Time Warner to report the problem and ask why it happens so often. However, when I called, I was transferred to a recording that stated that my call could not be answered due to heavy call volume. On one occasion I was told to wait on the line which I did. I waited for more than thirty minutes but no one ever came on the line. Finally, tonight (12-5-2010) I was able to reach someone. Although the person was courteous, he offered no help except to say that the service was out.

I already knew this. He said he will make a note in my record with your company. I will be sending a copy of this correspondence to the Public Utility Commission (PUC) as well as to Time Warner. However, I understand that the PUC does not get involved with cable companies that supply telephone service. I am involving the PUC because I think it is outrageous for in this day and age for a utility (Time Warner) to be out of order on a consistent basis. I will be looking into other companies for reliable cable and telephone services.