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Time Warner Cable - Page 5

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1.1 out of 5, based on 63 ratings and
175 reviews & complaints.
www.timewarner.com


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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 2013-12-01:
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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Sneaking Higher Prices
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Rating: 1/51
DARLINGTON, SOUTH CAROLINA -- Since January 2012 until now (November 2013) my bill has been steadily climbing - it is $2.31 higher in 11 months! What a sneaky business Time Warner is. One month it jumps 5 cent and then $2 JUNK LIKE THAT. Don't think one penny is not a lot for them. Figure the millions of customers that is paying ONE ------ PENNY MORE A MONTH, HOW MUCH THAT IS just for a month. I am fixing to drop TWC.

I am on SS but still other people with work incomes have to pay these increases also. People need to check that bill and stop this automatic withdrawal until YOU SEE YOUR BILL.
     
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jonthethird on 2013-11-08:
I would suspect most of that increase has gone into the pockets of the programmers, not Time Warner. Every time a basketball player gets a 50 million dollar contract, ESPN charges another nickel per subscriber. Like the new programming on AMC? AMC has to raise prices to pay for it
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Forced to Overpay Then Couldn't Get a Refund
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Rating: 1/51
AUSTIN, TEXAS -- This not about my 4-year saga to get a $1700 refund...but rather about how to end it.

Write a letter that completely tells the saga. Then search the internet for TWC Executive Emails. You can easily find 20. Learn the email style...Name.Name@TWCable.com then include the execs whose direct email you can't find. Also include Time Warner execs. They sold it off a few years back but forward them to good emails.

Start with a plea. Will someone please help me.

Then the story. Double send each one. Someone will get back to you within 24 hours. They won't be able to help...but they will give you more things to write about. Do the mass emailing 5 times and it should be fixed. Apparently there is a huge corporate sensitivity about calling customers back and not hanging up on them. Include any bad behavior in the emails.

Ask for people to be taken off the issue and a supervisor to be the replacement...do this 3-4 times.

When you get to a senior enough person, have a 2 hour call. They cannot hang up on you. Your check or solution should be there in a week.

I was only nice and cordial if I knew the person had told me the truth 100%. or if they repeated the same situation without changing their story. "Thank you for just telling me what I know to be true...you must be one of the good ones. I've held you long enough. When can we speak again..,"
Good luck.
     
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cmthru on 2013-10-15:
What you did is called an executive carpet bomb. No actual explosives used. As long as the emails are polite, non-threatening and to the point, it's very effective.
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False Promotion Letter
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Rating: 2/51
MYRTLE BEACH, SOUTH CAROLINA -- I just got off the phone with Time Warner customer service concerning a letter I received offering a new promotional rate for my bundle services. The letter is signed by the Executive Vice President and Chief Marketing and Sales Officer.

As a thanks for my continued business I was offered another special offer lowering my coming rate from $189.94 per month to $142.87 per month. According to the letter, I didn't have to take any action, and the new rate would automatically begin on my next bill.

I received my bill and the rate charged was closer to the $189.94 than the $142.87. I called Time Warner Customer Service and that is where the nightmare began. According to The Customer Service Rep. The letter had no value and what was required was a new rate calculation. After calculating the new rate I was advised that my new rate would be in the $185.00 range. Wait I said, what about the promised @142.87 rate? You would not believe the explanations I received as to why the promotional letter from the Vice President was not a valid commitment. After an hour on the phone and going over some unacceptable proposal, I agreed to a monthly charge of $167.80 per month. What happened to the $142.87 rate promise, well it was treated as a small thing that happens with Time Warner mailings that is fixed with an apology.

So beware of Time Warner promotional mailings, they don't mean anything. Just a lost Vice President sending out non binding letters with false promises.
     
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BigAl on 2013-09-06:
The rates quoted do not include taxes which run pretty high on these services. Your complaint does not include enough information to determine if this was a false promotion. As I see it you are at least getting a $22.00 per month reduction from your previous commitment.
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Notorious Customer Service
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Rating: 1/51
LOS ANGELES, CALIFORNIA -- For years I have never ever experience terrible customer service like Time Warner Cable's.

I've been trying to cancel my internet service with TWC on phone, called in at 8:40am, on and off I had to hold for 30 mins, then eventually an alive person answered call, haven't talked in a minute, then asked me to hold again, another 30 minutes pasted, they cut the call. I called in again, same thing happened, the representative was incredible rude, questioning why I am cancelling service, and why don't I keep it..., after gave him my account number, again he asked me to hold, of course hold forever. The waiting time has been almost 3 hours, till 11am, someone helped me again, same thing happened again. If you want to know how frustrated I was, try TWC customer service. I was very disappointed by their horrible customer service. Such a big company as they have advertised, such a notorious service. They deserve losing customers.

I hate TWC because I have to go through hell to cancel a service. I would rather giving them NO STAR review than giving one star. I will never go to TWC again, and I will recommend everybody to watch out.
     
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John Nicholson on 2013-09-01:
I hope you did not allow them to automatically take their money out of your bank account or give them your credit card or debit card number. If you did it correctly when you signed up, you at least wouldn't have to pay the bill they send you each month. In that case, I would send the bill back to them with a note cancelling the service.
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Worst Consumer Experience of My Life
Posted by on
Rating: 1/51
COLUMBIA, SOUTH CAROLINA -- Absolutely awful customer service. Initially, There was an issue with the previous tenants not canceling their service. Time Warner tasked ME with going to a local branch and switching over the service to my name. Then after a $100 payment covering my deposit and first month of service, they and told me everything was good to go and sent me on my way. Annoying, but not a deal breaker. Well when I got home, the modem didn't connect to the cable signal.

After 3 hours on the phone, most of which was spent on hold, the technician came to the shocking revelation that either my modem or cable outlet was not working. I set up a service appointment (earliest available was 5 days later). So the day finally comes and lo and behold no tech comes out.... I called to see what was up and after a mere hour and a half on hold I was told the tech did in fact come, removed the lines for the TV service, didn't activate any Internet service, and left... All without even ringing the doorbell or notifying me in any way.

Now, I have to wait another 2 days for another tech if he/she even shows. Time Warner treats their customers like garbage and if it was not the only Internet service available for my neighborhood I would have nothing to do with them. I am a student and Internet access is essential so this comes as a huge inconvenience for me. For the love of God, stay away from these idiots if it is at all possible.
     
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They Lie and Deceive
Posted by on
Rating: 1/51
WINSTON SALEM, NORTH CAROLINA -- After returning to Time Warner from AT&T we were offered a good deal plus $200 gift card (as advertised on TV). We entered into the contract with them and paid our bills automatically and on time. The deal with the gift card was you have to maintain your account in good standing for 90 days and after that period your gift card was processed and sent to you in 4-6 weeks.

We are now into week 25 from starting with Time Warner and are no nearer getting the gift card from them than the day we started. I have contacted Customer service (a contradiction if ever I heard one) every week and have a string of emails promising this and that, but in the end they do not care and will tell you anything but the truth. I like my cable, phone and internet service, but do not like all of the BS and lies from them.

If you take their offer be prepared for piles of manure, because that's exactly what we got.
     
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CBS Cancellation
Posted by on
Rating: 1/51
LIMA, OHIO -- First of all my bill was raised at the beginning of the year by at least $20 and now I can't watch CBS because they are looking out for the "customers interest" and cbs is raising their rates!!! My bill was raised before you got rid of CBS and by the way that is literally the only channel I watch because I only have internet with and I use it online to catch up with my show.

So pissed I hate Time Warner and my dad has all kinds of cable problems with them too don't waste your money they are a GARBAGE company.
     
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trmn8r on 2013-08-07:
You do realize that if a network like CBS pops up with a request to increase its fees, that your cable company would have to pass them on to you, correct? That is what happened. The cable company is in a tough spot - it doesn't want to lose you because it keeps jacking rates, it needs to continue to generate a profit. There aren't a lot of choices.

There are some good articles on the TWC/CBS dispute that cover the angles. The prevailing opinion is CBS is going to win this argument, and you know what that means.
Weedwhacked on 2013-08-07:
If that's the only channel you watch you should just get a rabbit-ear antenna and vcr. It would be much cheaper for you.
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