Time Warner Cable - Page 5

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1.1 out of 5, based on 71 ratings and
183 reviews & complaints.
www.timewarner.com


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Not Better Than Nothing!!
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Rating: 1/51
CLARKSBURG, WEST VIRGINIA -- Hands down one of the worst companies I have ever had to deal with. They always have random charges on bills that when you call to ask about they can magically take off. They will call you a liar when you call to cancel your service, Continue to bill you even though you have canceled and turned your equipment in. I paid my account in full and received a collections call 6 months after cancelling, meanwhile never receiving a bill, saying I owed for the last 6 months(even though I had canceled and turned in my equipment, with receipts to prove so). Upon calling to inquire about this I was told I never called in to talk to them about cancelling. They said "Our records are very accurate and you did not call." I had to provide a detailed statement from my cell company as well as receipts for the equipment at this point because they magically now decide I may not have turned it in (a different story than 2 minutes ago). We now move out of state from Time Warner this a separate occasion, and repeat process from above has now been initiated by the great CRIME WARNER CABLE. and on top of all this after having had them for a total of 3 years I had to have my refurbished 1980's style box replaced 21 times in 3 years. that is right incase the number is hard to look at here goes-TWENTY ONE replacement boxes. What a trash company. How can this be allowed. BBB complaint number 2 coming from me.
     
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Horrible Customer Service and Extremely Long Wait Times!!!!!
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Rating: 1/51
MILWAUKEE, WISCONSIN -- I called TWC to find out what was going on with my online bill pay. I never miss a payment ever and TWC cancelled my payments as they arrived from my bank. I called to see what was happening and I wanted to make sure that they were receiving my payments. First you call the 800 number and go through the wringer for 25 minutes just to get to a real person. Then when you reach a real person, they are not the correct department so you are then put in the never ending phone loop once again for another 25 minutes. After 50 minutes of wait time you arrive to the right person and as they answer the phone, the service representative accidentally hangs up on you and does not call back. I have called 3 times since and to this day, I have still not resolved the issue.
     
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Refusal to Downgrade Services
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Rating: 1/51
GEORGETOWN, INDIANA -- I called Time Warner cable to downgrade my services due to excessive rate increases. (Time Warner recently acquired services from Insight in my area). I recently transferred my phone number to a new carrier (Magic Jack) that saved me several hundred dollars each year. I contacted Time Warner customer service to discontinue my phone service and to downgrade some of my cable services, I did this on 1/9/2014 after Magic Jack completed the transfer of my Phone Number. Time warner cable told me there was a lock on my account due to the phone number transfer and that they could not process any changes. I asked them to go ahead and note the cancellation and they said I would have to contact them after the account was no longer locked, The service representative could not tell me when this would happen. I then asked to downgrade my cable services and was told they could not process any changes. I also attempted to downgrade via their Chat service and was told they could not process downgrades via chat. *** They can however process upgrades through this service.
     
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TWC lie to customer
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Rating: 1/51
COLUMBIA, SOUTH CAROLINA -- Last month, I tried to transfer my phone from TWC to Magic Jack. After a month TWC customer keep lying to me that my phone number still with TWC at the same time I chat with magic Jack who told me that the number had already transfer. Then, TWC offer me the deal. Once I have the deal with TWC I found out that my phone number was with Magic Jack. I have to pay to port out the number to TWC and installation TWC and I still have to keep my payment to TWC every month. Be careful to talk to TWC customer. I am still looking for the way to get rid of TWC.
     
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Money Taken From My Account Without Permission
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Rating: 1/51
ERIE, PENNSYLVANIA -- I am located in Erie Pa. I received 2 valued customer movie tickets from Time Warner. When I was having trouble redeeming the coupons I ended up speaking with a guy who got me interested in adding to my package. The end result of this ended up being the guy took money from my account WITHOUT my permission. When I contacted TWC I let them know what had happened and they kept giving me the run around. I ended up contacting the corporate office to make a complaint with the president of TWC. I ended up speaking with his secretary and they told me that they were unable to pull all the calls so they could not confirm what exactly happened! They then said that they would refund me any fees that I incurred with my bank and they credited my TWC account with the fees. Um, NO you put it back in my account! Ohhhh that will take 4-6weeks to do! They then told me the guy who did this will definitely get a coaching session for what he has done!!!! Um, what! ? Only a coaching session! Well the guy took something he had NO right to take! That's it! ? Really! Very very disappointed in my experience with TWC! I do not recommend using them I am a very dissatisfied customer! I have no clue what else to do except to look for another provider and spread the word to make sure you do not have your credit card information on file with TWC! They have no problem taking money out of your account!
     
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One More Call To Someone Without A Clue!!
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Rating: 1/51
NORTH RIDGEVILLE, OHIO -- After spending 45 minutes just trying to get through to the technical support number I spoke with a person who barely spoke English. I explained they were having problems with their phones, she says "its the queue". Giving that argument up, I explained I have not been getting channels I am paying for, and for a while. She says, as they all do, I will reset the box. I had already reset the box many times, but she insists.

She sends a signal and nothing happens! She asks if my cable box is CONNECTED!!
I'm sorry but I can not talk to their technical support people. The arrogance and stupidity of their scripted messages is too much to listen to.
     
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Delayed Technical Service Despite Live Wire
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Rating: 2/51
YOUNGSTOWN, OHIO -- My elderly mother's TV cable collapsed due to heavy ice on the Saturday following Thanksgiving. Despite the fact that she placed three calls (all to outsourced workers), no appointment was made with a local technician, even though each representative had indicated that she would receive prompt service within 24 hours. I finally spoke to a representative by phone on Monday afternoon, and I was informed that no appointment had been made, despite the earlier phone calls. The representative went on to explain that a technician would not be available until Wednesday morning--even though a live cable wire was lying in the middle of the street. Finally, my mother was able to reach a domestic representative of Time Warner, who expressed concern that the severed cable was lying in the middle of a residential area. This representative indicated she would send a technician to the site immediately. My question is, how did such a potentially dangerous situation persists for so long, despite numerous phone calls to company representatives?
     
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Slimjim on 12/03/2013:
I don't think cable wires carry any potentially dangerous energy., so I'm guessing it wouldn't be something that may warrant an emergency response.
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Huge Hassle to Cancel Service
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Rating: 1/51
SCHENECTADY, NEW YORK -- After 2 years, I need to cancel my internet service. Time Warner puts you through a convoluted phone labyrinth on which when you finally make it to the right representative, the call fails. It has been 4 times of phone failures, pretty sure they just hang up on you. I've wasted an hr trying to cancel so far:

The conversations I had with the representatives were full of questions and misleading initiatives to prevent you from canceling the service. They unreasonably believe that you are asking their permission to disconnect- someone should explain them that we customers have the right to end the service we don't want to pay anymore. Period.

Time Warner - this is so not the way to retain customers. Everyone out there watch out! I certainly will never trust Time Warner and spend my money on their services.
     
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Daniella.aburtovalle on 12/01/2013:
Thanks to the Spanish customer line, I was finally able to talk to a reasonable agent that cancelled my service. The English speaking reps should learn something from their Hispanic counter parts!
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If You Have a Problem With Billing, You Are Screwed
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Rating: 1/51
CINCINNATI, OHIO -- Since the first day when the cost of my phone service was quoted as $19.99 per month with no hook-up fee, my bill has been a mess. The first month I was billed $165.48! When you call, you cannot get past the low-level representative who is speaking to you from overseas. They have no power to correct your bill, nor transfer you to anyone who can. I have spent hours on the phone with them trying to get someone to fix my fairly straight-forward billing errors.

Bottom line: I would NEVER get mixed up with TWC again and recommend strongly that others avoid them.
     
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Worst Installation Experience
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Rating: 1/51
FOREST HILLS, NEW YORK -- I just switched to Time Warner only because they have an international channel that no one RCN doesn't have. This has been a night mare... They have on time guarantee for the technician appt. All they Thr they game the run around, never showed up. the following day, came late again, didn't switch the modem and router from RCN. I asked the technician if they don't use their own modem and router and he said that the equipment is mine an everything stays the same. Today I called RCN to find out what need to be done to return their equipment, and I find out that the router an modem belong to RCN!!! So, TWC is charging me rental for a modem that is not theirs!!!!

Now it would be the 3rd day in a raw that I would need to wait for a technician.
They make you wait on the phone for a moment every time your call, the moment lasts an average of 25-35 min. When you ask to speak to a supervisor, you get the run around, until finally you reach someone in India who has no authority to give anything but apology....
     
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