FREEVILLE, NEW YORK -- When I moved into my newly built home, I called Time Warner to get internet service since this was the provider on my street & my next door neighbor had it. They told me they could definitely get me internet services & they set up a date. However they did not show up at that time. They failed to notify me that if a home has not previously had Time Warner, they must do an initial survey to see if it's possible to have internet services; they found out my home was not serviceable & they would need to do construction to make it serviceable.
After talking with numerous other internet providers & them telling me they could not provide me with service, I figured I needed Internet and called Time Warner back. They said that they would have a builder come out to my location to see the cost of construction, but it should be a max of $1,000 to me. Expensive but again, I needed internet & this was suppose be cheap on a monthly basis & extremely fast. After 2 weeks, when they told me it would take 5-7 days, they told me the cost of construction would be $36,500 & they could not pay for any of that; it was my responsibility if I wanted internet.
Time Warner is awful!!! You have to remind them constantly of what they promised & they will never come through. First making an appointment when they shouldn't have, then not notifying me that it wasn't serviceable & lying to me about the cost. Ridiculous! I wouldn't use them if it was available.
COEUR D ALENE, IDAHO -- WiFi is constantly going out. My laptop gets kicked off every few minutes. I'm forced to use up my data on my phone because of this. Outages frequently. Replaced my box 3 times, a couple days later same issue. Rude customer service. They raise prices when their internet is just getting worse. I can't watch a single show or movie on Netflix or Hulu without losing internet.
What's pathetic too, is that every time I called for help, they always tell me to unplug it. I do it every time even before I call them but if that doesn't work then they tell me there's an outage when none of my friends or neighbors are having this problem. I know more ways to fix internet issues than they do. This provider is a joke. Don't get it! It's a complete rip off. They don't even deserve 1 star rating - it's so bad.
RALEIGH, NORTH CAROLINA -- Every year, six times a year, Time Warner throttles our internet. My roommates and I are three students and for the past 2 years that we've lived at our current address. We've had issues with consistency of service from Time Warner. We have only Internet from them and we pay for the highest we were told we could as residential, 20 Megabits per second.
Every time we start using our Internet heavily, (beginning of semester, mid-terms, and end of semester) our download speed drops from an average of 13-17 Mbps to 2-.03 Mbps. I've called multiple times whenever this happens, only to be walked through the regular BS of turning the equipment on and off, etc... Our equipment is not the issue. When we're running several different speed tests and Time Warner's is the only one telling us our speed is correct, something's up. When it takes Time Warner's speed test 3 minutes to load just the PAGE, and then they tell us we're running 17.8 Mbps for our weekly average? Lies.
I have Time Warner out of necessity. The second Google Fiber comes to town, I'm out.And no amount of price dropping will convince me to stay. Time Warner needs more knowledgeable people answering their phones. Someone who knows something more technical than 'plugging and un-plugging the router'. I've been using the internet, TECHNICALLY, for the vast majority of my life and I know hardware issues. I know what the error messages look like and I know how to fix hardware issues.
My biggest issue with Time Warner is they never want to take responsibility for their own issues. I'm tired of calling and being blamed for their ineptitude and lack of knowledge on the subject, while my issue STILL goes unresolved. Fix. My. Internet.
SHERBURNE, NEW YORK -- I moved to CNY several months ago and I was surprised at the bad service and high rates of Time Warner cable. I paid over $100 for cable and internet. I have to reboot that cable modem and my TV cable box on a weekly basis. Calling customer service does nothing. They just ask you to reboot which takes 20-30 minutes by then the program you are watching is over. Their equipment is old. Their monthly charges are ridiculous. $34.99 for internet + $5 to rent modem + $10 for wireless!! What the hell is $10 for wireless after you have paid for the internet and modem? Are you running invisible cables from my modem to my computer/TV. Such a scam
Everywhere else I lived, I had Comcast - excellent service. Never had to reboot my boxes. $60/month for internet and cable. Being a cable customer for 20 years made it difficult to cut the cord. Well! I finally did it. Cut my cable, bought a Roku for the price of one months cable bill and I could not be happier. No more monthly cable bills! Woohoo! Have not paid for Netflix or premium. The free channels are more than I can handle. I watch shows at my convenience instead of cable programming. I can even watch free Indian movies and listen to Bollywood music.
I just wanted to share my experience for anyone thinking of switching but nervous about technology. The hardest part was canceling cable. I emailed and called TW several times. They transfer you from person to person and then leave you on hold for 45 minutes to discourage you from canceling. You have no choice but to take off from work, drive 15 miles, do it in person.
RALEIGH, NORTH CAROLINA -- I was forewarned by both friends and co-workers that I should not get TWC. Unfortunately, I had no choice since my new neighborhood has no other service for cable. My first issue was convincing TWC that they had already run lines to my neighborhood and could provide me with service. I phoned at least 3 times, getting increasingly frustrated each time because no one was calling me back. I live in a new townhome and my neighbor, as in we share a wall, had TWC.
One day they were having service issues with their Internet. I ran outside and spoke to the tech who finally got me a phone number where someone at TWC realized I could have service. When trying to get service, the salesperson "qualifies" the caller. They questioned me regarding what is my favorite channel, what do I like to watch, do I watch movies on my computer, do I play games. All of this to determine what service is best for me.
A few days after I ordered the service, I received a call from a salesperson, clearly trying to "upsell". She told me that for $5 more I could get faster-than-the speed-of-light Internet. I asked her, "exactly how slow is the service that I ordered?" I was trying to get her to compare it to Fios, which I recently had in Bmore. She couldn't relate the two. She scared me into thinking that I was going to be waiting for pages to load and so I allowed myself to be suckered into the next step up in Internet service.
Three days after I had cable service connected, it went belly up. No cable. I looked up the number on the Internet to call TWC and noticed that there was such a thing as a "Triple Play" which included phone, Internet and Cable for $15 less than I was paying for Internet and cable. Hmph. New issue. In addition to trying to get service to repair my cable, I also attempted to discuss why I wasn't offered that deal. I was told it was because I said that I didn't want phone service.
I asked to have my service changed to the Triple Play, again this is three days after my service was connected, and I was told that it was only available to NEW customers. I spoke with a supervisor and was told that same spiel. Instead of trying to determine for me what is best, maybe they should have told me the special offers and let me decide. In the last two months that I have had Time Warner, I have lost service AT LEAST five times and had to wait at home three times for the not-so-customer-friendly 3-4 hr time frame they provide for repair. Additionally, the call hold time each time that I have called is almost laughable.
For the last three days I had been repeatedly dropping my Internet signal on my laptop. I thought that the problem was with my laptop until tonight when I tried to use my notebook. I called TWC and they "simply" had to reset my wireless modem remotely. But WHY? Again, I've been frustrated for three days and it turns out that the equipment they supplied is the cause. What kind of service will I have in six months if it's this bad now?
As soon as another company provides service to my area (I'm told ATT&T is on the way) I will be moving on. In my experience, I would absolutely rank TWC as the worst company, as a whole, product and service, that I have encountered. The cable service sucks and the customer service is no better.
I have been fighting with TWC for the last few days and I'm ready to lose my mind!!! I had an unfortunate issue with money being stolen out of my checking account, which caused me to have a returned payment on my TWC account. When I called to explain my situation, I was told that since I was now past due and had a returned payment that they required me to make my payments in cash for a time (which given the situation, was fine by me).
So on Wed Nov 4th, I made arrangements to get the account caught up and pay half the balance on the account in cash by the 10th of Nov and the rest within 2 weeks (my next pay date) while I was sorting out my issues with my bank. At that point, I was satisfied that we had reached an agreement and went about my day. Much to my surprise the following day (Nov 5th), my services were disconnected at the pole!!! I immediately called the customer service number and was told that due to my past due account and the returned check that I was scheduled to be disconnected and someone had moved that date from the 11/10 to 11/5.
When I argued that I had JUST SPOKE TO SOMEONE the day before about it, she told me that she didn't know why the other representative had made arrangements with me, also that there were notes about my bank account being hacked, but no payment agreement was listed in the notes... I was furious!! I then demanded that they pull the call from the previous day and verify what I was told, the representative placed me on "hold" and after about 5-10 minutes I was disconnected!! I called back, this time I was ready to rip someone a new $$ and I went off on the first person who answered the phone!!
This representative told me that since service was disconnected that I had to pay all charges on my acct, PLUS a reconnect fee and the full next month of service!! I told her that she was out of her mind and that I had just made arrangements the day before and that TWC should honor that commitment. At that point the woman told me that I could take my cash payment to the local office the next day and discuss it with them. So the next day, I made the effort to take time off work to get to the local office with my CASH payment.
When I arrived, the lovely woman, **, who by the way is one of the ONLY TWC employees that seems to give a damn about customers, pulled up my account and said that it was "locked" by a supervisor and that she couldn't take my payment. She advised me to call the 800 number while I stood there in the office to get this cleared up. I called and spoke to a billing representative ** whom I relayed the WHOLE story to once more. She then said that I could speak to her supervisor **.
** had to be briefed on the situation AGAIN and once I had her up to speed, she immediately said that she could request that the call be pulled and that someone would get back to me in a day or so. She told me to make the payment, and I explained that TWC had not done much to earn my trust in this matter so I would hold on to my money until the issue could be addressed and once I was assured that my service was being restored. She said under the circumstances that she would do the same thing and took my callback number, assuring that someone would call me back as soon as the call was reviewed.
Today I came into work and waited until 11 am for someone to call me back. When no call came to EITHER numbers that I'd left for contact, I decided to call them again and check on the progress of this issue. I was not really surprised that when I FINALLY got through to a "supervisor" I was told that ** was not, in fact, a supervisor, but ** was and she informed me that they would not be restoring services as promised by the previous reps.
Suffice it to say I totally blew a gasket at that point!! I told ** that I wanted BOTH calls pulled and reviewed, the one from Wed making the agreement, and the one from Friday that assured me that they would back up that agreement. She said that she would do that and call me back within the hour. To my shock, she actually did call me back and said that she pulled both calls and that I was correct in everything that I was saying, however due to the returned check issue that they would not restore service unless I paid everything in cash.
Once again, reneging on the previous reps assurances that the original request would be honored once they proved what the first girl told me!! I flipped out and requested ** supervisors name and phone number and told her that I wanted the calls forwarded to her boss and I will be calling to follow up on Monday. I also have acquired the number for the office of the President of TWC (203-328-0600 for anyone interested) and the BBB and I plan on calling both on Monday as well to try to get this matter resolved. TWC seems to think that they can treat customers like garbage and get away with it!!
While I have repeatedly admitted my fault in this matter (which was getting behind in the first place), I also expect any company that I do business with to uphold any verbal agreements (especially when it's being recorded) and I will fight this matter until it is resolved to MY satisfaction. I hope that someone from TWC monitors sites like these and decides to resolve this problem before it gets any worse.
I live in L. A. and recently my girlfriend and I moved from Sycamore Avenue, 3 miles up the road to Fairfax Ave. We rent a small one-bedroom unit. When changing our Time Warner Cable and Internet Service (which we had been subscribing to for the past 2 years) the customer service representative suggested we close out the old subscription and start a new service because it would be cheaper than a transfer. We said "sure". Who would not want to save a buck or two in this economy? They said to have the old cable box ready as well as 100.00 dollars and they would mail us the old bill which was around 100.00 to the new apartment.
The cable was installed on a Thursday. On Monday, we got home from work and noticed the service was interrupted. We called customer service and spoke with a very rude uncaring agent who said they had sent our old bill to their internal collections and that our new service would not be turned back on until we called the collections department and paid the debt in full. We were very confused by this as we were instructed step by step how to proceed with the changeover by Time Warner themselves and followed precisely as asked. I asked how this could be as in two years we were never late or interrupted and never had a problem making payments.
Also, they were JUST IN the new address installing the box 3 days prior!! Nothing delinquent here. They obviously made an error, either with paperwork, instructions to us or a glitch. Alright, I can understand that this is not a perfect world but when I asked the first agent I spoke with for help, not only was he rude but he was not trying to understand what happened and said we had to pay first and call collections between 9-5 the FOLLOWING DAY! We just worked 12 hours and want to relax in our new place after moving all week. He did not even listen.
Annoying, but HERE IS THE REASON I AM WRITING THIS... I called back and asked for a supervisor immediately and got one named **. When I explained the situation he said sorry there was nothing he could do. He said he cannot or will not make any customer exceptions. He did not offer any type of compensation or even a kind word. When all I wanted was for him to at least admit that it was an error on their part and not fair he said "it is a matter of opinion"!!!! Being in customer service for years I was shocked that someone with no empathy or people skills could be put in a position such as that.
I also asked for a manager and he said it would take 24-48 hours for a call back. I said that if a manager calls me and apologizes for this inconvenience and accepts responsibility for their mistake I would not write any bad reviews and move on. Well... I paid up my bill in full so they got their money but I never heard back from a manager. Extremely unsatisfactory customer service from ** and Time Warner. Sorry ** I gave you a chance.
DESERT HOT SPRINGS,CA, CALIFORNIA -- I call to set up an installation for new service, and was holding in my hand a coupon for the package deal Internet/phone/cable for $99. I asked for that deal and was told that they do not honor other branch offers or coupons. Funny though it said nothing on the coupon about any branch listing or limitations to where the coupon could be used. OH well just hook it up then, so it cost me a total of $124.99 a month for what they said would cost $99 a month. They came 4 days later to do the install, great To get the cable on now. The install guy dropped off the cable box, and modem, but did not activate my Internet service.
I turn on my computer and see the RoadRunner service page that walks me through the activation process just to find out that I do not have the RR service that I signed up for, and instead I have Earthlink Internet service. I called TWC to ask why, and was told that that is what I ordered.
I did not ask for Earthlink service as I have had them in the past and they really suck as an ISP. Then I was told that they could switch me over to the RR service, but would have to charge me even more per month. Even though the info packet that was dropped off by the installer ONLY list RR and says nothing about Earthlink, and that all they advertise for internet service is the Road Runner ISP. After 2 hours on the phone trying to get things straight I was told that I myself would have to call Earthlink and cancel my service with them, as they could not do it for me.
After an hour on the phone with Earthlink, and being told that they needed a secret password that was set up with my service in order to cancel Earthlink, I was unable to cancel the service because I DID NOT SET IT UP AND WAS NOT GIVEN ANY SUCH SECRET PASSWORD. I am stuck with the Earthlink service that is 12MB per second slower than the RR ISP. They baited me with the 3 for 99 dollars and then switched my ISP with a cheaper service, and charged me 25 dollars more a month for doing it. THIS COMPANY IS A SCAM, AND WILL TELL YOU MANY LIES JUST TO COVER THEIR **. They tell you one thing then do the opposite.
They are the only cable company here, and have a monopoly on this. I thought that I lived in the USA where monopolies were against the law, and when you broke the law you had a price to pay, but I was wrong. If you are a big enough company you can do whatever you like and get away with it. Just like our wonderful government corruption is the new law of the land, and all the small people that actually made this country get screwed in the end (and not the fun screwed). Welcome too America - land of the screwed.
I had the worst customer service experience I have EVER had several days ago, when I called Time Warner. I had just moved from an address in Cleveland, Ohio and had called approximately a week before I moved to cancel my cable/internet and get the information of the office that I would drop of my DVR and roadrunner cable modem. The representative gave me the wrong address (added an East to a road that wasn't there) and told me I could drop it off on Jan. 2nd (which was a Saturday). I had to drive out of town that day. When I went to drop it off, I couldn't find the address.
I had to call Time Warner AGAIN, and you know how it is virtually impossible to get a real person on the phone, but finally got the right address, and found out the office was closed. There was nothing I could do at that point, so I took the DVR and roadrunner modem with me and figured I could drop it off in an office in North Carolina, where I was moving. When I called Time Warner to tell them what had happened, and ask if I could speak to a manager (I felt like I had wasted a lot of time due to misinformation -- even though that customer representative was at least really nice and respectful).
I was blown out on the phone by a representative I wish I could have recorded that conversation, and I would have posted it all over youtube. It was so bad. He literally was yelling at me, saying "Ma'am! It was your responsibility, it is your fault! not ours! Ma'am! You cannot talk to a manager, I decide if it is appropriate if you talk to a manager, and this is not an acceptable reason!" He literally was yelling, and I was literally crying at the end of the conversation. I told him, that an apology would be nice instead of bullying me, which was exactly what he was doing. He gave me a sarcastic apology. I have NEVER, EVER been treated so badly.
I told him that I thought they should make an exception and let me return it in NC, they refused. He told me I had to mail it to Ohio. I told him that they should have to chip in. He told me that wasn't even an option, that we would talk when it was returned. Here's the dilemma, I NEVER want to call them again. I still can't believe how rude this guy was, and that Time Warner allows their reps to yell at their customers, and not allow them to speak to managers. I would be fired from my job as a nurse immediately if I spoke to a patient/customer like that! It doesn't take a genius to know how to give good customer service.
If they had allowed me to talk to a manager, then apologized (without me asking for an apology, and were sincere about it), I wouldn't have been upset, just a little irritated to be inconvenienced. They have no idea how to give customer service. I wish you guys could have heard the conversation. Unbelievable! I figured I would share too other examples of poor service I received from Time Warner as well: Several years ago when I paid a bill, they credited someone else's account with my check, were telling me I was overdue, when I faxed them a copy of the cashed check to them (by them!), and asked if they would knock off some money for my inconvenience.
They told me they would knock off the late fees only. The late fees that didn't apply to me, b/c my check was cashed by them on time... the idiots just credited the wrong account! When I ordered my internet at this last apartment, I have a laptop, so I asked for wireless. I was informed, "Well, ma'am all our internet is wireless," which it isn't and of course the guy showed up at my apartment and hooked my computer up to non-wireless internet.
The woman was so busy trying to sell me more services (i.e. get this service and we can fix anything in your house), that she didn't even listen to what I was ordering. My question is, what do you do when Time Warner is a monopoly?!?
I just wanted to let you know I will be cancelling my cable service as soon as I can get a satellite dish on my roof! I just saw your rate increases for 2010 and I could not believe my eyes! As a customer I feel abused and taken advantage of because of our limited choices in NYC. Just so you know, this was enough to encourage me to check out my options and to my surprise, I CAN get a direcTV signal. So now, I have another option! And I can't wait to tell everyone in my building. In fact, I might put signs up around my block so my neighbors know they have choices, when they see how much higher their TWC bills are next month!
On top of this, TWC is loudly complaining about having to pay higher rebroadcast fees to networks? Come on... that's the cost of doing business for you. DirecTV and Dish can handle it without crying to customers for help and support and threatening even higher rates. Also, you should know your service and equipment is horrible and your telephone support staff are not knowledgeable at all! (They are, however, very nice on the phone, which is refreshing, but that doesn't make up for the fact that they cannot solve basic problems without sending people out to my apt).
And that brings me to my next point... Multiple times, I've had to wait several days for a tech to come out after phone support can't restart my service when out of nowhere a screen would come up saying my box is not registered for access. After more than an hour on the phone they schedule a tech and I'd wait and wait, only to have the tech get on the phone with someone else to fix it when he go to my home. Imagine how frustrated I was when after all that wasted time, they fixed it on phone! Twice! Incredible! Your techs are frustrated workers.
They admit to me it all depends on the phone representative you get when you call, because most of them "don't know what they are doing." The techs actually complain to me about how much of their time is wasted on pointless house calls like mine. (I have the same problems with TWC at work too FYI). Any other businesses run like this get crushed by competition. So here's my main gripe: you want me to pay 10-15% more for this next year? That's insulting! TWC you need to do a better job to earn my business.
No competition is no excuse for consistent poor quality and poor service. And I am not the only one who feels this way, everyone I know who has TWC agrees with me. I'm writing this, not just to get all my frustration out, but because I'm sure most customers don't give you an explanation when they cancel. So I hope you'll listen to what I have to say and take it to heart. And, I'm very interested in what your response is to my complaints. So please write back or call... and I'll be happy to give you more details if it will help you improve your service.