Time Warner Cable Phone Service

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Billed for Services We Didn't Have - No Refund Allowed
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Rating: 1/51
NEW YORK -- Recently my husband and I had to lower some bills & shift things around. One of the first places we did this was with Time Warner Cable. When I first called the representative was very understanding, cancelled the services I requested and said that a credit would be issued to my account to cover the next bill; after that my bill would be 14.99+fees.

Great! This was so easy, or so I thought. I was then billed the following month the amount I was paying previously. I used online chat to inquire why this was, and they said some how the credit wasn't added to my account, but that they could add it then, while we were speaking. Why should a company wait until a complaint has come in to do something they already said they would do?

After talking to multiple people, about getting a credit back to my account, no one could help me. I then reached out to the BBB with details of my complaint. A woman named Roxanne contacted me, at 4:50 and said she would be in the office until 5...this trend continued until she considered the issue "closed" because I was a "no contact" customer...Mind you, I returned many calls and left voicemails.

When this happened, I called Roxanne multiple times a day (while at work - which I am not supposed to be doing) to deal with this. When she finally picked up the phone, I explained my situation in more detail. We've changed up our budget, and this month we budgeted 14 or so for internet, not the amount we were charged. We would like to be refunded the difference.

I was then told, because my auto debit set up on their site was using my account number, and not my card number, that there was nothing she could do. I then asked to cancel my account effective immediately, as I do not want to deal with a company that will let me talk to over 10 people, through online chat, on the phone, over social media - and have no resolution.

Roxanne continued to lecture me on how to set up auto-debit features on future accounts with other companies, and when I told her I didn't want to hear it she said she "I'm just trying to help you." No, you are obviously not. You are blaming me for the mistakes your company has made.

This company is deceptive, self-serving and greedy. It lets its customer service representatives hide behind bizarre and obviously not customer-centric policies, and NEVER is looking to make things right. They make me sick. If you have the option to deal with another provider, avoid these guys all together.
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Time Warner Cable Baloney (Not Bundle)
Posted by on
Rating: 1/51
FAYETTEVILLE, NORTH CAROLINA -- They quoted an introductory price part of their Win back program with a thirty day free trial. The service took several visits to complete the installation of the phone and Internet service. The customer service agent offered a cold hearted apology for the connection problems. Then, the bill came 20 days later, four times the amount that was quoted over the phone when I signed up for the service.

I called the help desk, for clarification of my bill they didn't have any record in their customer log of a price quote for my address. Funny! I explained to them that I was part of the introduction program and I have a flier stating the price that I would pay monthly (around $99). After a few more calls and the run around; I called a new account agent to get a price check and she quoted the better price than the original contract. I took that information to the main office of Time Warner in Fayetteville, NC., and for two hours I explained my situation to agent who seem to be making a customer log. She told me that they would review the audio tapes a regional manager would contact me within three days. Not one call from the regional manager but I did get one from a Time Warner collection agency. I ended up canceling my service with Time Warner; five days after my trial period, I paid for the thirty days of service assuming that I would hear form a manager or customer service to resolve the issue. I ended up paying over $225 for 40 days of the Time Warner Baloney Bundle service on four TVs. Check and re-check. Time Warner service is shady
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Skye on 12/31/2012:
I think they are all shady. Even when you have it in writing, they still give you the run around.

Good luck, I hope they come through for you.
After 20 years with A.T. and T. I decided to foolishy try a Bundle Cable Service. I reviewed my file of fliers and Called in the YellowPages for a provider to install bundle service. Waited 2 days and then told by TWC "We cannot find your order! Re-requested service as AT and T was gone. Installer came out finally and did not complete installation. Looked for my smartphone and 6hours later received smartphone back in home. Everyday I called about lack of service and then a tech said they would bury the line but I was not told they would cut service off in the middle of my conversation. When techs came to home never did they have a modern meter and never did they assess the lack of coverage by TWC DALLAS. The day the phone went off permanently I did receive a call back from TWC AUSTIN and they appologized because the order should have been processed by TWC AUSTIN (See TWC Annual Report 2009) as the State of Texas does not follow up with the FCC RE:TWC. The TV service never worked and Manilla was up in arms as TWC does not use a 24 hour clock on the ServiceTickets. All shifts are separate. No Historical Review by the lead Techs. The Modem with TWC may or may not have a battery for the back up as some techs put one in and some do not. The TV cable box is from BRITTS ARCH OF EQUIPMENT (Spent the money on the Lakers) and the demographics for TWC and YoungSexyBoobieBodies. Not SexySeniorCitizens. When asking for the AccountingDepartment of TWC it does not exist. When asking for the OfficeofPresident it does not exist. When asking why TWC answers the phone in Irving TX as DALLAS TX. Told by Manager assigned QUIT COMPLAINING!!!!

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Do not sign up for Time Warner Digital Phone (HIDDEN MONTHLY CHARGES)
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DAYTON, OHIO -- If you are thinking of signing up for TME WARNER DIGIL PHONE to save a few bucks then THNK AGAIN. After 1 Year I dropped my Time Warner digital phone. I thought I had a good deal at $19.95 a month - UNTIL THE PHONE BILLS STARTED. My area code is 937. I was being charged EXTRA for every call I made to my same area code - THEY CALLED IT LOCAL LONG DISTANCE??? Even to a city that was just up the street with the same area code???? So figure on paying $19.95 a month and then plan on what they forget to tell you about, the CHARGE THEY ADD ON FOR EACH LOCAL CALL YOU MAKE THAT THEY CALL LOCAL LONG DISTANCE.. My $19.95 digital phone was costing me as much as $50.00 PER MONTH for LOCAL CALLS I WAS BEING CHARED FOR, Now here is the good part. I dropped my TME WARNER DIGITAL PHONE JANURY 2010. The phone was DISCONNECTED in JANUARY. I just received my TIME WARNER Bill for March 2010 and I was billed $9.95 for LONG DISTANCE CALLS and I DO NOT EVEN HAVE PHONE SERVICE With THEM ANYMORE - Forget about talking to customer service- THAT'S ANOTHER HORROR STORY. DO WHAT I DID - GET A MAGIC JACK FOR $19.95 A YEAR. I NEVER GET SURPRISE CHARGES FROM MY MAGIC JACK. I paid $119 for 6 years and that was it. NO MORE PHONE BILL OR PADDED OR HIDDEN CHARGES THAT TIME WARNER FORGETS TO TELL YOU ABOUT WHEN YOU SIGN UP. DO NOT GET THE TIME WARNER DIGITAL PHONE SERVICE THAT IS $19.95 PER MONTH UNLESS YOU ARE WILLING TO PAY EXTRA MONEY FOR EVERY CALL YOU MAKE - EVEN CALLS TO YOUR SAME AREA CODE! And when you get Fed Up and drop the digital phone plan like I did, you may STILL GET BILLED FOR LONG DISTANCE CALLS EVEN IF YOU DO NOT HAVE THE PHONE ANYMORE. Here is another thing they FORGET TO TELL YOU. If you sign up for a service then plan on paying for that service for 2 FULL YEARS. I just found out I was under a CONTRACT and there was a $175 FEE TO STOP MY SERVICE BEFORE 2 YEARS – SHAME ON YOU TIME WARNER - START TELLING THE TRUTH ABOUT YOUR CHRAGES UP FRONT - Don't advertise a price and LEAVE OUT THE FACT THAT THERE WILL BE HIDDEN CHARGES ADDED. I WILL SPREAD THE WORD.
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beanbagbritches on 03/28/2010:
"Here is another thing they FORGET TO TELL YOU. If you sign up for a service then plan on paying for that service for 2 FULL YEARS. I just found out I was under a CONTRACT and there was a $175 FEE TO STOP MY SERVICE BEFORE 2 YEARS – SHAME ON YOU TIME WARNER - START TELLING THE TRUTH ABOUT YOUR CHRAGES UP FRONT"

Actually, the contract information is something that the rep reads aloud to you when you accept it on the telephone & you receive a copy of the contract in the mail to remind you of the 2 year contract time frame. There is no way you couldn't know about the contract charges for breaking the contract.
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Horrible Phone Service
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About six months ago, I switched to Time Warner Cable because I believed that I was getting a really great offer with Cable TV, Telephone service and High Speed Internet. The price was great, the product was a headache. The phone service was horrible. On a daily basis, my phone service did not have a dial tone so I could not make a phone call. I would have to use a cell phone to call my home number, make my home phone ring and then I would finally get a dial tone, but after being on the phone for one minute, the service would hang up on my call. I called several times to have someone come out and on all occasions, they said they fixed the problem but the next day, I STILL had the problem. There are several calls on record of this problem that never got fixed. The cable service was not as bad but many times there were channels that I was supposed to have that were not accessible anyway. I finally called about that problem as well, but they failed to show up. Internet service however was good. I finally had it when my husband became severely ill needing an ambulance, and I could not get a dial tone on my home phone. I regret wasting my money on Time Warner. I should have listened to the MANY people that kept telling me I was making a mistake by switching to Time Warner from AT&T. Never again. To top it off, when I tried to disconnect the service, they want to charge me 35.00 for someone to come out and pick up their junk. Sorry Time Warner Cable, your TV ads are misleading. I hope an attorney can constitute false advertising. Your service is very misleading.
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EHA on 10/16/2009:
had the same problem.
Ponie on 10/16/2009:
EHA, had the same problem as what? Didn't you post this complaint?
Anonymous on 10/16/2009:
Uh, did you look first before commenting on this, EHA? This is your own review. lol.
Anonymous on 10/16/2009:
Commenting on your own complaint, that's cute.

Curious: Any chance there's something wrong with the phone itself?

Keep calling them until they get it all corrected. Maybe there's something wrong with the hookup outside, may be affecting others as well.
Anonymous on 10/17/2009:
If you had internet service but could not get a dial tone, that sounds like a PHONE problem not a cable problem. If the phone didn't work the internet wouldn't either. They use the same cable line.

When we first had cable phone, we had minimum connection. It wasn't the cable line. It was the connection from the phone into the box. It wasn't completely snapped all the way in.
beanbagbritches on 10/30/2009:
There is always the option of requesting the services of a SENIOR TECHNICIAN. They tend to get assigned when at least 3 service calls haven't fixed the issue. In the future, ask for a senior tech.
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Poor/no Service, Phone Call Run-Around,no Recourse
Posted by on
Rating: 1/51
PORTLAND, MAINE -- Calling Time Warner Cable customer service has been a waste of time. I typically spend 10-15 minutes giving them my information only to be handed off to another customer service person who starts the process all over again. I have to drive to their office where I wait in line and there is no supervisor to talk to and no one to hear a complaint.

It took me 4 trips to get them to send the bill to the correct address and in the meantime they disconnected the service. The people at the office always say the problem will be taken care of. Sometimes it is - sometimes it isn't. Other times they don't show up for appointments and its impossible to get anything but more runaround.
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False advertising on the switch
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SAN ANTONIO, TEXAS -- I was told that when I made the switch to cable, internet and phone service that I would receive a 100 dollars gift card. I already had basic cable with them but they said if you made the switch to all three you would receive a 100 dollars gift card. The package deal was you get all three for 99 dollars and a 100 dollars gift card when you make the switch to all three. But one of the customer service operators told me you had to make a switch from another cable company. But that was not said in the advertisement. Their advertisement is false, they do this to get you to purchase their deals but not telling you the exact truth.
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Alain on 10/14/2011:
Try contacting their corporate office (1 Time Warner Plaza, New York, NY 10019) at (212) 484-8000 [general #, hopefully you can get a human] and they may be able to help you with this.
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Without a business phone for TWO WEEKS!
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8615 SANTA MONICA BLVD. WEST HOLLYWOOD, CALIFORNIA -- I still don't believe I am without my business phone for the 14th day in a row.
I called Time Warner and asked to be swiched from AT&T thinking it would save me a few dollars to bundle my services. WHAT A MISTAKE!
The tech who came out could not figure out how to give me a dial tone.
He never mentioned that the anolog Panasonic business system I had with 12 phones, was not compatible with the digital Time Warner system. Since I could not get a dial tone I told the tech to call headquarters and tell them to forget it I will go back to AT&T. I called and the idiot on the line canceled the entire account rather than porting the line to AT&T thereby leaving my line in limbo. At& T could not get the line back because Time Warner wouldn't release the line. %$#@! I called AT&T to port the line the same day as I was canceled from Time Warner. AT&T can/could do nothing until there is a dial tone. Two week and 3 Time Warner so called techs later, still no dial tone! Time Warner has held the line and refused to release it for TWO WEEKS. AT&T said there was nothing they could do until the line was released.
In the meantime I am without my business phone line. Time Warner can get ready for a lawsuit. My patience has worn out!
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Irene on 08/12/2011:
I wished we had read this comment before ordering Time Warner, we moved into our condo in mid June, and had no phone service for 7 days, after getting our phone connected, it's been down more than up. Here we are again with no phone service. I agree, it's a poor excuse for a business. If we all ran our businesses that way, we'd go broke. Thanks for the heads up on switching back to AT&T, guess we should call AT
Sam Sadaka on 07/03/2012:
I had something similar and I wish either California Public Utility Commission or Better Business Bureau read some of these complains about Time Warner Cable. We have been receiving our phone service from Time Warner for the past two years. Due to an admitted mistake by Time Warner, our phone service was suddenly disconnected and took us two weeks to get our phone number and phone service back.

My advice to everyone who is considering Time Warner as his/her phone service provider is to think twice before doing so. Time Warner gets a failed grade in customer service, quality, price and response time.
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Time Warner Cable Sucks!!!
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RALEIGH, NORTH CAROLINA -- I set up my cable to be moved on the 6th of May. When I asked to keep my old service active until the 12th of May, which is my move date. Those stupid ill informed reps did not tell me that I could not continue service at my old address until I moved out of the old house. I am under a doctor's care and cannot be out of phone service, which I explained to them, but they did not care...period. So I sit here with no phone, or TV for six days. Time Warner has ignorant people working for them. Now I will have to go stay at my new address, with no bed, until my move is complete.
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Headless Monster!
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GREENPOINT, BROOKLYN -- It took a few weeks, but we were finally able to get a tap installed in the basement of a newly renovated multi-unit apartment building. The building was pre wired with all telecom services home run to the basement. You might think this was going to be the biggest hurdle in acquiring TW cable services for the tenants, but guess again. The tap (essentially a junction box) was installed a month ago and most of the tenants still can't get service. Why, you ask? According to TW Cable even though their engineers have been to the building, designed and installed equipment in the building, and even though one tenant in the building has been able to have her service successfully installed, even with all this, the remaining tenants cannot get their service installed because their apartments are not registered.
Are you kidding me?
No, I'm afraid not.
In conversation with a very courteous TW employee in the apartment managers division we are repeatedly told, "this is a process and you are in the final stages of registration".
OK. Even if one of the 3 site visits made by TW Cable to the property was not enough to verify the existence of apartments, even if they need someone in a department other than the "Apartment Managers" division to verify the existence of apartments, even if this is not a new building, but a renovated building that has had TW Cable in the past, even if all these things are true, I find it unbelievable that TW Cable has been unable register the remaining apartments in the month that has passed since they installed a 500 line and tap in the basement of said building.
One more thing. Back at the beginning of November when we first called TW Cable in order to have the tap installed in the basement, I personally spoke with a very discourteous and unhelpful
employee in customer service. She had no idea what to do with my call for apartment building service. After a few frustrating minutes of pointless conversation pertaining to services she new nothing about, she informed me that I needed to speak with the business department. I asked her if she could transfer the call. She said she could not, but would give me the number. I said thank you, hung up the phone and dialed the number given to me by this TW Cable customer service employee. The phone rang, connected, and I was greeted, "Welcome to Comcast". I hope that unhelpful and discourteous TW Cable Customer Service representative is spending her holidays looking for a new job.
This company is a Headless Monster!
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Alain on 12/14/2010:
You should take this matter up with the management of your apartment building. They may have better luck dealing with Time Warner.
brooklynbrown on 12/14/2010:
Alain, I am the manager of the apartment bldg. TW Cable is un-budging in their response, "Its a process and takes as long as it takes." Ridiculous!
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Time Warner is driving me insane!!
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CAROL STREAM, ILLINOIS -- For the last three months, I have received no less than six pieces of mail a month and up to 10 phone calls a day from Time Warner begging me to bundle my service and sign up for home phone service. The calls come from 877-864-6344.

I have Road Runner and Cable service through Time Warner and am very happy with the price, quality and options.

I do not want, or need a home phone. I have had nothing but a cell phone for at least five years, maybe longer.

I have politely asked at least five times that TW stop calling and sending mail. I Have sent no less than three certified letters begging them to stop calling me. I have called both my local and regional offices, as well as sent certified letters to both.

I am told it takes up to 30 days to stop the calls and mail. My first certified letter was sent 67 days ago, signed for 62 days ago.

It isn't even noon yet, and I have received FIVE calls from 877-864-6344. The problem is they use an automated dialer, and 99.9% of the time I answer, only to be greeted with dead air.

Today after the fifth call with dead air, I called back and asked for a supervisor, only to get the usual "We'll remove your number, it takes up to 30 days." I was hung up on when I tried to explain the certified letter 67 days ago.

Time Warner is about to lose my business due to these repeated marketing calls. I Have done everything I can to stop them, yet they drone on and on and on.....
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Anonymous on 09/25/2010:
I can certainly see why you want to take your business elsewhere. I can't imagine how annoying and frustrating that would be to get all those calls and mail!

Thank you for the heads up on Time Warner.
Anonymous on 09/25/2010:
I guess by being a customer, you have given them the authority to call you, otherwise they must stop when you tell them to, or be subjected to small claims suits. Regardless, it seems like they would want to treat their customers with a lot more respect than this.

Bad form, Time Warner! I'll remember how you treat your customers the next time I am thinking of a new cable/net/phone provider.
raven2010 on 09/25/2010:
yes, because I have a business relationship with them, they legally have permission to call me. UNTIL I rescind that permission for them to call regarding promos, etc.

62 days is more than enough time to stop the letters and calls, both under the law and by applying basic common sense.

I have followed the letter of the law in this, yet they continue to call and send mail.
Skye on 09/25/2010:
You know Raven, you have done everything possible to stop the annoying phone calls and mail. The only thing I can think of at this point, would be to change to another service. Of course I don't expect you to do that, but maybe you should tell them that in another letter. In fact, how about sending your letter to the CEO?

Good review.
raven2010 on 09/25/2010:
Thanx, Skye. I addressed one of my certified letters to the head honcho here in Central Ohio. like most companies, it just goes to the "executive relations team", usually a group of CSR's who have worked there a while.
Skye on 09/25/2010:
I understand Raven. That's why they pay the gatekeepers, to keep anyone from getting to the king!

Have you tried blocking the number they keep calling you from?
Starlord on 09/25/2010:
We get calls almost daily from National Auto, and there is no one there, and eventually it drops to a bust signal. When I try to call the number shown on Caller ID, I get a message that the number is not a valid number. I am at my wit's end.
raven2010 on 09/25/2010:
Skye, I have T-mobile. No way to block individual numbers. At least that I have found on my phone or their website.
Skye on 09/25/2010:
Raven, try this.

MRM on 09/25/2010:
Good tip, Skye! HOORAH!
raven2010 on 09/25/2010:
WOW< thanx Skye!
Venice09 on 09/25/2010:
I didn't look at Skye's link, but I assume it will solve the problem. Good research, Skye! I like the eHow site.

Excellent review and valid complaint, raven. I hope Sky's suggestion works.
raven2010 on 09/25/2010:
I added the number to my contacts and used Skye;s link. I am sure it will work, will let you all know if the calls still come through.
raven2010 on 09/27/2010:
IT WORKS!!!!!! *bows down to Skye for saving soooo much annoyance*

So I just checked my phone--three new voice mails, all dead air, from that dreaded number. Never ONCE did my phone ring and annoy me.

Love you Skye!!!!
MRM on 09/27/2010:

Good tip, Skye! HOORAH!

Venice09 on 09/27/2010:
That's great, raven! Thanks for letting everyone know. I hope this helps other people, too. Nice job, Skye!
DebtorBasher on 09/27/2010:
Good review...great advice Skye!
ok4now on 10/01/2010:
These people are unbelievable. They harass you this badly just to sell you home phone service?? Be glad that you don't owe them any money. Just imagine what their collection dept must be like. You have done everything reasonably possible to stop these toads with their sales harassment. At this point I would either drop Time Warner or change my phone number. Is there some way you can use call block? And I thought Comcast was bad with there never ending sales tactics.
raven2010 on 10/01/2010:
Interestingly, their collection department is VERY friendly. I ran into a snag about 18 months ago and was constantly 31-45 days past due. I got very friendly messages maybe once a week from their collectors, and when I called asking for help they went out of their way to find ways to lower my bill and set up payment arrangements.

their marketing department could learn a lot from their collection department.
raven2010 on 11/20/2010:
Just an update because I am LIVID. The calls and mail are still coming. Thanx to Skye, the calls go right to voice mail.

However, mail is being received at a rate of 2 letters/fliers/shiny postcards a week. They now disguise their purpose by using generic return addresses and marking the envelope in such a way that you cannot tell its yet another home phone ad until you open it.

PepperElf on 11/20/2010:
do they have a physical location you can go to?

there's one here where I live... 3 places actually. maybe talking to someone in person may help.

or filing a police report of harassment.
raven2010 on 11/20/2010:
They do, but it is in an EVIL part of town. I don't think advertisements in the mail can be considered harassment, and with my luck I would get arrested for misusing the system,. LOL
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