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Billing - Credit
Posted by Cpenningto on 04/24/2008
I just wanted to let anyone know if they want to disconnect their cable, make sure you call every month after wards to make sure you are not being reported to a credit agency. I paid my Time Warner Cable bill off on February 12th, and called to make sure everything was taken care of. In March I received a letter from the Credit Protection Agency (which have awesome phone attitudes....not), so I called Time Warner again and they said that I had a .05 credit on my account and that they would get this taken care of. Well this month I received the fourth letter, and had called every time to check and make sure everything was taken care of. Well turns out it isn't and now it is reporting to the credit bureas that I am "deliquient" when in fact I have had the stupid account paid off for over 2 months now. Also, they don't offer any time of compensation for the problems this caused, only a sorry mam we can't help you. All I have to say is TIME WARNER CABLE NEEDS TO GO OUT OF BUSINESS, THEIR SERVICE BLOWS!!!!!!!

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Posted by tnchuck100 on 2008-04-24:
If Time Warner has reported incorrect information to the credit bureaus you can sue them and recover any actual monetary damages they have caused and court costs.

You must be able to prove:
1. The information was inaccurate.
2. The actual amount of damages.
Posted by beanbagbritches on 2008-05-10:
Take the information & collections letter to your local office to see what can be done. You may also wish to speak with the Collection department to review your balance.
Posted by DebtorBasher on 2008-05-10:
Are you able to pull up the account online and get a print out showing you haven't had any service since you had it cut off and an online statment showing it was paid with a zero balance?
Posted by i_hate_time_warner on 2008-07-29:
Typical Time Warner incompetence. Not surprised at all. Sorry to hear about your misfortunes with your dealings with this company from hell. Good luck!
Posted by Anonymous on 2008-07-29:
Oh God. I just signed up to have my Internet through them and they sent some idiot out who left me with no Internet, no wireless, and no email address. My neighbor came over and got the Internet working. I'm very afraid I made a mistake switching from SBC, but I'm saving $25 a month...which I will pay for in peeved off, I imagine.
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Time/Warner lies! Do not believe anything they tell you!
Posted by Davetato70 on 02/09/2011
Just like the other review I just read on this sight about Time/Warner, I too, was lied to about what services I was getting, and how much it was actually going to cost. Again, the srevice lady who originally took my order was sweet and nice, and promised me that there was no installation fee, that all equipment was included, etc. I also was very specific about the fact that I had 2 TV's that needed a box, and one desktop pc, and one wireless laptop that would both need internet access. She promised me that both TV's would be included, and that my laptop could access the modem wirelessly, no problem. Well, when the tech showed up (an hour later than the 3 hour time frame they originally scheduled, by the way), he said that only one TV box was included, and that the laptop would not be able to work from that modem, and that we needed to pay for a wireless router, even though I had speciffically asked if those two things were in included. In addition to that, he said we would have to pay for the install of the second TV box, and and additional monthly fee for the equipment. One of these two people, either the lady taking the order(most likely), or this tech were completely ball-face lied to me! Very frustrating. So I just told the tech to cancel the order and not to do anything.
In addition, after I cancelled the order, I checked my bank account(since I needed to give my credit card info to them at time of order) and saw that they went ahead and billed my card for services anyway. So I called the next day to have them reverse the charges on my card, and the first thing the service lady said was that they would mail out a refund check, and that I should get it in 3 to 4 weeks!! WTF?! I said "Hell no! Thats B. S.! I 'm not waiting a month to get my money back!" So then she puts me on hold, comes back, and says she made a mistake, and that she would reverse the charge on the card, and would take 24-48 hours to process and be put back in my account. So I said fine, even though I know that credit card charges can be reversed immediately, since I have done it for past clients of mine that wanted refunds, so I knowe that's crap that it takes that long. So I wait, and 4 DAYS go by and still no refund. So I call again, and ask to speak to a supervisor, who goes on to tell me that the reversal has been issued, but that it takes 5-7 bussiness days to process! Complete B. S. again!
LIES LIES LIES!! Everyone there is full of crap! Even when I threatened to report them for fraudulent practices, the guy just shrugged and said that that was company policy. What a horrible bunch of cheats they are!
DO NOT DO BUSINESS WITH TIME/WARNER CABLE, unless you like being lied to and taken advantage of.
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How To Take Action With Contact Information
Posted by Deano5527 on 06/21/2011
NEW YORK, NEW YORK -- If you want the Executives at Time Warner Cable to start taking responsibility. The best way is to e-mail them Directly!

Glenn Britt - CEO

Robert D. Marcus - President/COO

Marc Farrar - Vice President of Public Affairs

William R. Goetz Jr. - Executive Vice President, Operations, West Region

Ellen East - Executive Vice President and Chief Communications Officer

New York Main Offices Number - 1-212-364-8200

According to our contacts within the organization and On Your Side Wiki. This information is current. However, it is in the process of being updated.
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Posted by Alain on 2011-06-22:
Very useful information.
Posted by mike cassels on 2013-07-13:
why in the hell would time warner let the fcc take Athens oh and put us in the wva market 2 and a half hrs away and Columbus is 1 and a half hrs away. and no ohio news or ohio sports.fcc go to hell.
Posted by Maria Luisa Valdez on 2014-03-09:
Thank you for letting us know about the merger as long as we receive the excellent programs and excellent service of your technicians that come to out house or by phone. However the biggest complaint that I have, and to add from my friends is your terrible service at your office. It is not the women working there, they do their best in taking care of costumers, but they are always short of attendants and so many people waiting in line. It takes more than an hour to get service. I have witness people leaving angry because it takes forever to get assistance.
Please, I am sure you can hire more women or men to assist persons. i hate for costumers to go to Direct TV or Dish because of lack of service in your cable office.
thank you
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Repair Of Internet Service
Posted by Bingonoel on 03/07/2014
SAN ANTONIO, TEXAS -- Wish to give accolades to one of your service people..Jose (7264) for his expert help in recalibrating our internet service. He not only provided us with speed and professionalism, but took the time to explain how and why the problems existed. He also checked each of our 6 televisions, cables in the attic, and reconnected Netflix. In this hurry-up world, it is refreshing to find a representative who is still interested in providing top notch service.
Carolyn Lopez

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Poor Customer Service
Posted by Kpd04043 on 11/07/2013
EAST WATERBORO, MAINE -- So I was really considering switching from Dish TV to Time Warner but have now changed my mind. Time Warner’s customer service is the worst. It took me three days to just order the service because of the long wait times. Eventually, I went online and open a chat conversation with one of their customer service associates. I must say he was helpful and I was able to place my order. Every time I have called the wait times have been so long that I have simply given up.

Today I received an email stating there was a problem with my order and I needed to call. Dreading having to call I did so and once again I had a 21 minute wait period. The person that answered the call spoke broken English. I could hardly understand his accent. He told me the problem was there was existing service at my address and I would have to take the modem to a Time Warner Office and have the service disconnected. I would then have to wait for a technician to come to my house and reconnect the service. I explained the service belongs to my soon to be x-wife and she has left the house and I was not responsible for it.

Furthermore the modem belonged to me. He then wanted me to pay her bill, well I don’t think so. I have now cancelled my order and I guess I will stay with Dish TV. At least when you call them someone answers the call.
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Horrible Customer Service
Posted by Neharustagi618 on 09/14/2013
NEW YORK CITY, NEW YORK -- Time Warner's sales department is atrocious. I called to set up high speed internet, and was told to pick up a self install kit b/c our apt already has a cable outlet. I went to pick one up, waited an hour in line, and then brought one home, only to realize that the cable outlet has been deactivated. So I had to call and schedule a technician appointment. The sales team told me that they had no record of an outlet ever being installed in our apartnement, and a tech would have to come and install one, but that he could install the outlet anywhere I wanted. When the tech showed up, he said he needed to connect to the the existing connection, which was in a room that happened to be locked at the time (roommates room). So I had to reschedule ANOTHER appointment with the tech, who finally installed our internet.

I'm paying for 50 mbps ultimate internet, but my connection is currently 1.5 Mbps, and I'm contacting them yet AGAIN to have this issue resolved. this is ridiculous. It wasn't even worth it to go through the hassle of switching over from Verizon!

Not to mention their ridiculously slow phone service. When I call, they're able to pull up my account with my phone number, but I have to re-provide my account information to whoever I speak with; what is the point of obtaining it in the first place if the person on the other end of the line won't have that information? moreover, they give you an option to leave a message rather than wait on the phone. When I selected that option, I was told that the mailbox is full and I had to disconnect, and call again.

I get that they have a monopoly and I can understand if that meant their technical service would be poor. But the best interactions I had with them was with their electricians, who were efficient and knew what they were doing. Everyone I dealt with in sales has been thoroughly, embarrassingly incompetent.
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No Big Brother, No Credit
Posted by SUZZILEE on 08/26/2013
MOORPARK, CALIFORNIA -- Time Warner and CBS are having a dispute. We are long-time subscribers. Time Warner said they were giving me a $5.15 credit. I checked my bill and they gave me the credit, but raised the bundle rate $4 and the modem lease $2. What? I have been with them for a long time, but I think it's time for a change. Do I blame them for losing the CBS/Showtime channels? Sure. They're going to raise our rates no matter what the outcome. Why make us suffer first?
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Posted by cmthru on 2013-08-27:
In the NY, LA and Dallas areas TW is supposed to be offering free antennas or a $20 voucher for an antenna good at Best Buy only.

As to the rate increase call TW billing and why the rate increase.
Posted by Weedwhacked on 2013-08-27:
If you get an air (OTA) antenna you won't have to deal with their tricks.
Posted by cmthru on 2013-08-27:
Need to add that the free antenna is for indoor use. For Moorpark an outdoor antenna will be needed for just about all the TV stations.
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Cancelled Service
Posted by Blairvz on 06/30/2013
NEW YORK, NEW YORK -- Where to begin? Well, let's start with the fact that after 3 attempts to get a date for a technician to come following a planned move, the original date Time Warner confirmed was not a date we had given them. the to top it off, we had our service cut off on this fictitious date even though we had informed them we were not moving.

The service desk told my wife the service could not be restored remotely and would require a technician to come - the next day.
After waiting on the day the technician to arrive, which they did not, we called to ask where they were. Get this, they called the number they had disconnected and since we did not answer did not bother to show up.

Then the little geniuses after several more painful attempts to call their customer service on our mobile phone called the land line and had managed to restore service remotely. Wow - to think we pay them good money each month for this kind of service.

I say - break up Time Warner into small pieces and let the competition in each sector they operate in feast on their incompetence. They should not be allowed to offer their service to the public let alone charge for it!!

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Posted by jonthethird on 2013-06-30:
In areas where the cable has gone digital, most companies do "soft" disconnects: that is, the line to the street is left connected, as you need the cable companies equipment to obtain service. It should have been simple to have service restored in this case as, even if the company does a hard disconnect, the installers are usually day behind in those, and your equipment could have been reactivated.
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Unprofessional Customer Service
Posted by Lilysunnycali09 on 03/05/2013
Called four times, each time waiting well over 15 minutes each time, and was given a different story. All liers and unprofessional. Never had this kind of service experience, and on top of it you feel like you are dealing with a bunch of crooks
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Worst Cable TV Experience
Posted by Struchok on 01/13/2013
MILWAUKEE, WISCONSIN -- Worst experience in cable TV!

Digital Cable TV from Time Warner was a disaster. The picture froze every few minutes, it recorded random shows on random channels rather what was programmed. When I called customer service, someone with an Indian accent so heavy it was barely legible, took their time to repeat EVERYTHING I said, and then reset my TV box. This went on for 4 weeks, with people from India resetting my box daily. Congrats, Time Warner on saving money by outsourcing!

Finally, I called to cancel TV service, and was informed that my TV box is damaged. This gentleman offered to credit me for the full amount due for TV service, because of my bad experience. Nice, right?

The bill came in, and lo and behold - there was no credit. I called numerous times, inquiring about credit - instead, Time Warner disconnected my Internet service, which I had for two years prior, was not a part of TV service, and was billed separately.

I called, for the 19th time, and Lakisha informed me that she knows nothing, nothing at all, about any credits, she can't care less (her words) about my bad experience with Time Warner, and if I don't pay the TV bill, my Internet will stay turned off, and Time Warner will forward my account to collections. Way to provide Customer Service, Time Warner!

I would drop Time Warner Internet in a heartbeat, because this is a horrible company, unfortunately, there is not other provider in my area.

Don't use Time Warner!
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