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Time Warner Cable: The Identity Thieves
Posted by on
OHIO -- Hello,
My name is Lydia and I have a serious consumer message to pass on regarding a very well known and trusted company. Time Warner Cable.

On the first of the month my fiancée and I moved from an apartment to a rental home in a neighboring town. We contacted Time Warner several days in advance to make sure our service would be transferred to our new home without interruption, we rely on the service because my fiancée is currently a college student and needs internet access.

This Monday the installers came to the new place and hooked up the service with no problems. The next day we called Time Warner to make sure the service at our previous address was disconnected so we wouldn't end up with two bills.

Here is the problem:
When we called they informed us that the installers did not transfer our account to the new house, but rather opened a new account and now we had two running.

Here is where it gets really bad:
They say we not only have those two accounts.. but also an account from 2005-2006 that has an outstanding balance, and that it is from when we lived here (our new home) in 2005-2006.
For the record, and we also have proof, we have NEVER lived at this address in the past. In fact, we have never had Time Warner until last summer, at our previous address.

We are like most other people, we have had late payments with the company over the past 5-6 months that we have been customers.. and never once was this 2005-2006 outstanding balance mentioned.

Time Warner records show my fiancées social security number on the questionable account, along with MY cell phone number.. which I did not have in 2005 or 2006. I did not even know him during those years. I wasn't even living in the state of Ohio at that time and he wasn't living at this address.

I feel like something is messed up in their computers because this issue didn't surface until this week.
I really don't know what happened but now they are expecting us to pay this balance that isn't ours and I really wonder how safe ANYONE's information is with Time Warner because I am witnessing his personal information get tacked onto accounts that are not his.

They are now saying that we have to jump through several hoops just to prove that we are not lying, and they are suggesting identity theft.. well I don't know about you but that is one hell of a coincidence... that someone that lived in this apartment 5 years ago happened to steal his identity and we just happened to move to this place now and conveniently the bill that we have never seen in our lives resurfaces...

We have called a few times in the past two days, and have even been denied the chance to speak to a supervisor on several occasions.

THESE COMPANIES NEED TO BE HELD ACCOUNTABLE!
     
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Ytropious on 2011-03-03:
"2005-2006 that has an outstanding balance, and that it is from when we lived here (our new home) in 2005-2006.
For the record, and we also have proof, we have NEVER lived at this address"

That sounds confusing. You're saying you did live there, then you're saying you didn't. Which is it? It sounds like too much of a coincidence to be identity theft. It sounds like you either don't remember having an account that you did in fact have, or your fiance or someone close to him used the info to open an account. Maybe he's hiding something from you?
Grandma on 2012-06-18:
I totally understand what you meant. You did NOT live in the new place until NOW. I believe someone who lived in the new place back in 2005-2006 had cable. When they moved, they didn't pay their bill. When TW moved your current service from the place you just moved FROM to the place you live in NOW, they somehow merged the account that the previous renter didn't pay, to your current bill.(Now I sound confusing don't I? LOL). But I do know what ya mean...
Muffie on 2012-09-02:
Did you ever get this resolved?
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Deceitful Practices & Non-Disclosure of Regular Channels Removed
Posted by on
Rating: 1/51
PALMDALE, CALIFORNIA -- ***Aha! I could almost cry with utter joy! We finally dropped TWC and went with DirectTV. Wow! I had no idea that this was what television was REALLY about! I feel like sending a great big "Thank You" card to TWC Corporate because thanks to their lousy treatment and horrible customer service, we have been brought out of the 'Dark Ages' and introduced to the "Genie" (included with service not EXTRA as TWC charges for every single thing) and literally hundreds of included channels in our package. I asked the VERY polite and efficient, knowledgeable installer how business is for DirectTV, and asked if there was any people such as ourselves switching from TWC. He said they are very busy with newly subscribed installs and to that I smiled and laughed...I said I'd bet the people dumping TWC might be likened to great numbers of lemmings jumping en masse from the cliffs! Thank YOU TWC for causing me to shop around...I would have never known what a great service DirectTV is or about the fantastic options and myriad channels without your lousy service! Oh and the picture is so vivid on our new flatscreens, too. Bye Bye TWC. Hope you figure it out before you end up out of business!







Within this past year we decided to cancel the HBO & Showtime premium channels. We were asked if we wanted anything added and we said yes to a particular sports channel. Like the flip of a switch, instantly the premiums disappeared, literally. HOWEVER, quite a number of 'regular' channels also disappeared that we indeed did want and were used to enjoying regularly. BIO, ID, H2,Hallmark, Science, and a few others were suddenly GONE! When we called to inquire about the missing channels we were told that those were under an "old" plan that we got when we signed up 10 years ago. We were told that we could easily get them back but that we would have to pay $8 EACH for them!!! The CSR who handled our premium cancellation call did not disclose the fact that we would be losing all of those channels and I was fit to be tied I was so angry. This is deceitful business practice and I utterly detest TWC for this. One other thing, after seeing commercials "clipped" with such a redundant pattern of regularity (a solid 2 years +) I decided to file a complaint against TWC with the FCC and FTC about the ads not being played but TWCs never being omitted. While those agencies didn't contact me about my complaint I will tell you that it must have gotten the proper and immediate attention of their investigators. It was almost an overnight improvement of 100% because EVERY advertiser was suddenly getting the ad played in its entirety. Finally, the businesses were going to actually get what they were paying big bucks for. Whether or not I can be credited for that bit of justice, no one can say. I was pretty struck by the fact that this hadn't been brought to light in those couple of years; it was done methodically, the ad-cutting. In that complaint I mentioned that I, myself, did not have ads running for my own business, but that if I had I would have been on the path to a lawsuit for TWC's bad faith and breach of contract, to start. TWC willfully omitted ads to obviously insert more ads for themselves. The minute I start to see that occurring again I plan to file another complaint with each agency. We can't get the Verizon internet here, and we HAVE TRIED (signal too weak) but if we could we would assuredly dump TWC in an instant. TWC keeps adding more Spanish and other foreign language, and sports channels, which is another sore point with us. WHY can't folks order what they want to pay for? We have absolutely NO USE for most of the crap they peddle in channel line-ups. We know we are paying way too much for a fraction of a product where cable t.v. is concerned. The internet "Roadrunner" service is awful, too. The mailbox is tiny, the problems are many...but the connection is good using a different browser. My husband insists on relying on that terrible email of TWC's and I think he is just too old to make a change to a simpler service like Yahoo or Google, etc. Internet service is definitely not their forte. We wouldn't dare to ever allow them to "bundle" or bungle up a phone service after what we have been through.
     
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Time warner rips me off for a days wages for a glitch
Posted by on
KANSAS CITY, MISSOURI -- I got home from work today to find out my Time Warner cable TV service was having a problem. the picture on the TV was jumping and freezing and repeating itself over and over. Called TW customer care and got the 1st local live voice and as always says I, m so sorry for the any problem you are having. she proceeded to send a "reboot" to the cable box and to just hit the power button when it comes back and it will be fine. she says goodby. The box reboots and the picture comes back fine as expected but there is NO sound at all. I call customer care again and hit tech. support again and I get "jermey" in Costa Rica and he after telling him what happened just 5 mi, s before he sends another "reboot" to the cable box and we wait the 5 min, s it takes to reboot itself and it all comes back on, picture good as befor and still NO sound. he says let me send it another signal, 5 more min, s go by still no sound and then tells me that I must have touched or unplugged something as there is nothing wrong with the service or signal. I assured him nothing was touched at all which it wasn't. only thing touched was the power button on the cable box as instructed. he says he will report it as a outage and to wait for a service tech in 24 to 36 hrs. then hangs up. I called a 3rd time got same guy. told him same thing that we had just spoke and he had me go through it all again and then tells me that there is a outage and that I was the 5th. person he had talked to today in the last hr in my area. when on the 1st call with jeremy he stated to me that I would be the 1st one that called on a outage in my area and it hadn't been reported as of yet. all this within 5 min, s per him. 1st lie to me by TW tech help. next I call again hoping for a local person like the very 1st call. but no such luck I get Costa Rica again and another tech does the exact same thing reboots and tells me to wait 24 to 36 hrs and I, ll meet a service tech. and to be there or it wouldn't get fixed. now mind you I work some 60 miles away from my office. and for me to take off it, s a cost of $125.00 for a half days work and drive to and from for me to meet the service tech. that I think is coming. I complain about the lost time they have forced me to take and the lost wages I have to lose. they offered a $10.02 credit to my account for a day lost of cable service. I just did some quick looking and for a mere 15 dollars more than I pay now I AM switching to Dish Network and we have another carrier for internet that is a bit faster and a bit cheaper. so guess who wins this one Time Warner. you don't. your service tech, s need to learn something besides lets reboot the box. it cost you a long time customer
     
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Alain on 2011-08-12:
Since they couldn't service their product correctly you did the smart thing: went to a competitor. Reviews like this are why Time Warner has an 83% negative rating here.
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Macroblocking lies
Posted by on
Been a TW Cable residential client for over 2 years now and since day one I have had this same issue. My HD channels for the most part have good quality but some experience macro blocking. This is something that I am sure most of you have experienced and the easiest way to explain it is pixelation of the picture when it starts to freeze or turns into small cubes of the picture. When this occurs it will be almost impossible to tolerate any show as it will constantly slowdown, speed up and become distorted. When you are paying $150+ for your cable TV service you expect problems like this to be solved in a timely fashion but with TW Cable this is not going to happen.
First off you can expect the run around. Customer service told me for months that I need to reboot my cable box and they would boost the signal. Doing this 20-30 times didn't help and I was able to have a service engineer come to my home to check the equipment in and out of the home. Nothing was found and he left with the expectation that his boss or foreman would take the next steps in correcting this issue.
Weeks later the service team came back and they did the exact same thing the first team did and were not able to fix the problem.
After 4-5 service visits I reached my limit and called the President of the residential services department Mr. Jeffrey Hirsch.
Mr. Hirsch assured me that the problem would be resolved and I would be credited after the problem was fixed. He told me that I would not have to pay for such poor service so I stopped making payments on my account in August 2010. During that time the cycle of lies and useless service visits continued and Mr. Hirsch used his assistant to communicate with me. She called and told me that the problem is not being ignored and a senior foreman would look into it from the pole. Nothing was done and the problem still continues.
During this time I was informed by one of the service techs who candidly told me that they know about the problem in my area and it's "Network" related. He told me that the problem is that during peak hours, TW Cable cannot support the amount of voice/video and data that it sells to its customers with the current network infrastructure so the problem will continue. He was the only honest person I spoke to at this organization. What he said makes perfect sense because the problem is more apparent during prime time hours.
Now I now more people have this issue besides me and I want to organize a class action lawsuit against TW Cable for oversubscribing clients to an insufficient network that can't support the services which they sell.
Today my cable service is shut off, no credit was issued and no repairs have been made in over 7 months. If you feel the same way as I do and want to do something about it then join me in forming a legal movement to financial restitution and compensation. We should not be abused by these monopolies and franchised companies. They abuse their rights and the PSC should hear us and do something. IF not the PSC the FCC too.
     
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Ytropious on 2011-02-18:
It's better known as digital break up, and guess what, it happens on satellite too!
PepperElf on 2011-02-18:
pretty much it happens on all digital tvs if the signal gets messy.

this is actually why I like analog systems better. if the signal was a little messy you could still watch the show at least.


but such is life. people wanted digital instead...
trmn8r on 2011-02-18:
Yep, I experienced it when I had a digital box for my cable tv. I ditched the box, which I only had so I could receive a scrambled channel, and went back to analog. Problem solved. Now all I have to deal with is the occasional dropouts in the feed to the cable company, when it says "Weak signal" and there is no picture.
TWCableHelp on 2011-02-18:
My apologies for the ongoing impairment in billing discrepancy. Would like to have this matter investigated and addressed for you. It would be appreciated if you could email us at twcable.help@twcable.com

Respectfully,
Bryan P
TWC Social Media Representative
TWCable.Help@twcable.com
@TWCableHelp
beanbagbritches on 2011-02-18:
It's not a good idea to just stop paying your bill, regardless of any pending credits. That will ensure your services are turned off & that the amount due will be sent to a credit agency. Oh well.
TW Customer on 2011-06-07:
Do a youtube search for Time Warner macroblocking.. Same issues only worse. Been getting the runaround for years now. Call/Complain to your local public utilities commission.
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Don't Waste Your Money on Time Warner For Anything
Posted by on
MILWAUKEE, WISCONSIN -- The physical address of Time Warner doesn’t matter; the whole of their company is the same no matter the service locations.

What an unbelievable shifty company this is. *First off don't go to digital if you haven't yet, and I highly suggest using a different provider or not having any cable television at all.

Okay so we switched to digital, and of course it costs more for two reasons: they charge $11 more per month to just have digital, and you can't have it in more than one room without paying more for that, too; which, I'm very glad about because it sucks and we have regular cable still in the other rooms. My complaint to them has been that when you're recording two programs you cannot watch a third... you have to watch one of the two you're recording. Umm.. that doesn't make any sense whatsoever. Why would I record something that I'm watching already... for most general purposes this makes no sense at all. I called Time Warner the other day... the representative checked our account and said.... nope you should be able to record two and watch a third, but still it isn't working that way. I called this evening and immediately was told that no I cannot record two and watch a third... I have to watch one of the two I'm recording. I go over and over why this makes no sense... that a twelve year old genius can engineer better than that and that a twelve year with a low IQ can make better sense of that than them, but they keep saying it makes sense to them. Finally after going on in circles they say yes it is possible, but you have to pay more for it. Okay... so we already pay for sub par crappy programming and now we should have to also pay to record! WTF!

When you bring up the sub par crappy programming... they always revert to, "Time Warner does not choose the programming," oh really? My response is, and was, TW can certainly employ their sales people to negotiate better programming, but obviously TW doesn't care to, so yes... TW is responsible for the programming they charge for. Not only that but they are 100% responsible for what they do charge, and it should be a hell of a lot less for what customers are not getting.

** Digital sucks. Everything is delayed while you wait. The few extra channels you do get LOL... are only shows that regular cable channels already have but they circulate them to the few channels that are new to you.

We're looking into another provider.

** Terrible Programming: you get virtually next to nothing except very old shows and movies, re-runs, and massive paid programming. The newer movies they offer are usually one-star movies - even if they give them more stars, and Lifetime doesn’t count… that has to be the worst network ever! Why should anyone have to pay for premium movie channels? Why, because they give absolutely nothing worthy unless you do, but then still… STILL… you’re paying for massive re-runs there, too. Other programming like for example True Tv… which was Court TV before that, and then it was something else before that; all the same shows over and over, but sometimes with a different narrator LOL - as if that is going to go right over our heads. Something like Animal Planet, History, and Discovery channels (just as examples) - forget it - you get so few new shows per year and the rest of the airing is just re-runs over and over and over again. Regular television channels actually offer much better programs, and we can rent whatever else we want without these absurd fees. Just imagine paying maybe one-hundred to a very maybe two-hundred dollars per year instead of over one-thousand dollars per year for NOTHING MUCH.
     
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Kurizumaru on 2011-02-02:
My suggestion to you is to get a blue ray player and get Netflix, stream things you actually want to watch directly to your TV and stop complaining about what other channels show.

Because of work I miss a lot of things that air the first time around and appreciate the reruns so that I can catch up with them. I happen to like the Lifetime Channel too. They are behind one of my favorite movies of all time; Prayers for Bobby.

I'm sorry but not one channel is NOT going to play reruns. Good luck. Try Netflix.
beanbagbritches on 2011-02-05:
Unfortunately, from what I understand, TWC only allows you to record 2 programs at a time & you must be watching one of them. I believe this happened when the digital systems were updated last June & the watching a 3rd program appears to have been deactivated. While I can't speak for the company, I'll bet they're trying to bring that option back. They know customers want this convenience.
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Old Digital Boxes
Posted by on
CULVER CITY, CALIFORNIA -- I've had to take four digital boxes back to TW in the last two months. The first box I returned could not receive a signal after TW tried to send me one through their lines so I was asked to take the box down to their facility near Fox Hills.

When I exchanged the box, I asked the Service Rep if I could have a new box and she informed me that there were no new boxes and that all of the boxes were refurbished. I took the second box home. The box was wrapped in plastic and when we removed that, we noticed immediately that there were scratches over the top of the box. My husband hooked the box up properly. The box didn't work.

I took the second box back to TW and was given another box. The second box lasted about 2 months and we lost our service an hour before the TW service center closed on a Thursday evening. I returned the third box and by 3:00 PM Friday, the box went out. We went through the rebooting procedure and even called the company for a signal. The box could not receive the signal from TW.

Time Warner sent a really nice Cable Repairman on Saturday to check the newest box. He performed diagnostic testing and the box received the signal. He also informed us that there are no new boxes unless a customer has HD TV which we don't have, He even informed us that the boxes available for their use were all repaired boxes. He stated that all of the service repairmen were frustrated by this as it makes them look bad. When he left our home, our cable was up and running and we were satisfied with the good people that work for the Time Warner family.

On Sunday, about 3:00 PM, the fourth cable box went out. I called TW and was told to reboot and wait 20 minutes for it to reset itself. It didn't reset so I called TW again and was told to do the same thing and wait five minutes. I even asked the phone representative to stay on the phone with me but he wouldn't as he was busy with other calls and of course, the box never reset.

When I called back TW, I spoke with a very nice Rep who understood our frustration and who tried her best to let me know that she was there to help me. But in the end, all she could do was ask her Supervisor to get us another home service call which will be on Tueday. TW promised to send out a Supervisor to see why we keep having this problem. We aleady presume that this Supervisor will temporarily correct the problem and that eventually, the FIFTH box will not last long.

I've been a Consumer of cable TV for 22 years. I must say that some of the people who work for Time Warner do the best that they can do with the equipment that they have available for their customers. I do however, believe that Time Warner is not fulfilling their contract by sending out faulty and refrubished equipment that doesn't work properly. Service is constantly interrupted by this deceit and incompetence by whomever repairs the boxes. Although TW is willing to give you a small credit for your discontinued service, they apparently are not willing to have more digital or cable boxes manufactured and service guaranteed for their Customers.

My family and I are discussing other options for TV at this time and if Time Warner doesn't do something for their PAYING customers, they'll lose us after 22 years of cable service.
     
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Error made by Cable Co on Debit Card
Posted by on
NORTH CAROLINA -- I called the cable co on Aug 3rd 2011, to pay cable bill for my elderly mother who is out of town. There was a past due amount, I asked if the full amount could be paid Aug 10th. The CSR said yes but you have to do a post date payment on your debit card. I gave her my debit card information, I said 3 times very clearly the payment will be taken out on Aug 10th. She replied Aug 10th . ( that call is recorded. ) They record all their calls. However, they ran my debit card that night (Aug 3rd) . They caused an overdraft fee. In addition I have spent 6 hours total around my full time schedule w/ no results. I gave them a copy of my bank statement. Their call hold times range on an average 15-30 min. I have one timed call on my Sprint Blackberry 29 minutes. Third, I called back that night wed Aug 3rd it said their offices were closed. They state their call lines are open until 11:00. I have the calls to prove I called mutiple times that night. One lie they told me is they only did an inquiry on my bank account Aug 3rd. The lady from Suntrust Fraud investigation, said that is not the case, they ran the card. I spent 4 days arguing w/them. At this point, it is going to be handled through my bank, which is very helpful, and I may file a suit. I have given ample time, hours on the phone, trip to the Cable office. Even though the account is in my mother's name, I should not have to suffer damages because of a error by a n employee in their accounting dept. Has anyone else had problems w/ this co from hell about improper use of your debit card?
     
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At Your Service on 2011-08-07:
Good post.

The problem it seems you're having is that you don't have the recording of this call. Even if it may make you feel better to fight about this, and you may be very right to do so, consider your time. If you've already spent six plus hours and a number of trips to the cable company, those are costs that no one would expect to get reimbursed for. If you're arguing over a relatively small fee, it really may not be worth your time.
Jay on 2011-08-08:
This nightmare may resurface at some time in the distant future. Once a company has your credit/debit card information they will keep it on file. If the account is ever delinquent or terminated they will any and all account information they have to get their money. Justified or otherwise.

You need to cancel that debit card and get a new one. You may even have to change banks. Some banks will link the old card to the new one for ACH debits.

Never use your accounts to pay someone else's cable/cell/satellite/electric bill. I can come back to haunt you.
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Customer Service Reps are Liars
Posted by on
RALEIGH, NORTH CAROLINA -- I went out of town for the long weekend and unplugged my TV and cable box to save on electricity. When I returned home, I plugged them back in, but when my cable box came back on it said that it was not an approved box. This has happened in the past when I have gone out of town, so I knew that I was going to have to call Time Warner to get them to ping it on their end. I find this to be a hassle, since as we all know, getting to talk to a live person is not easy. When I was finally able to talk to a live person, I was told that the system told him that there was an outage in the area. I asked how long he expected it to last, and he told me that since I was the first to call in (at 3:00 PM), that it would take them 2 hours to respond. My question to him was either the system was telling him there was an outage in the area, or I was the first to report it. It did not make sense they could both be true statements. He would not ping my box from his location (how hard can that be?), so I hung up after asking for a credit for today. Two hours later I called back, again taking forever to reach a live person, to find out the status and was told there was no outage in my area. She pinged my box, and I was able to get my cable back. When I asked her the name of the person I spoke to earlier, she would not tell me, but did appologize for his lying to me, and said that she would give me a credit (which he had not). If I signed a 2 year contract with this business, at what point does their lack of service negate that contract? And yes, I love how at the end of the call they try to sell you other services. Please!
     
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Ytropious on 2011-02-21:
Is saving 10 cents on electricity worth this hassle, considering you said this had happened before?
trmn8r on 2011-02-21:
The tv and box draw about 15-25 watts - let's say 25. Over 1 day, that is approximately 600 Watthours, or 0.6kWh. For me, this would cost about 6 cents/day. At this rate, it would have to be a really long weekend to make the hassle worthwhile.
Ytropious on 2011-02-21:
I was close! lol
BofAmerica666 on 2011-02-21:
Excellent review. I've had simular scenarios. Trying to get hold of a CSR in any corp/company is a cumbersome task. I voted this very helpful and informative.
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Stealing Money and Billing Twice a Month
Posted by on
WESTMINSTER, CALIFORNIA -- I have been a customer of TWC's for over 14 years. I have even walked into their office and paid them cash even when I was on Unemployment. For the last four m onths they have cliamed that with every balance that I pay, I still owe them more money - even though the amount that has been paid to them is straight off of my statement. Then in May of this year, they start calling my cell phone 2 and 3 times a day. When I call them back, I get a call center that isn't even in the state that I live in and this representative has no idea why they are calling me and leaving me messages! It only took me approx. 20 minutes to get through to a representative that could tell me wth they wanted. Apparently there was 15 dollars of an paid balance that they were calling me over and threatened to turn my service off if the entire balance wasn't paid immediately. So here we are in August and we are playing the same guessing game all over again. The representative tells me this time that the balance was never paid in full! So are you telling me that the last customer service representative didn't give me the correct balance????? Whose fault is that????? So as of today if this balance is paid in full, which I have committed to AGAIN, my account will be brought up to date. Of course, they have no notes in their system about the prior conversation and that I took care of the balance from our last go 'round. Is that not convenient! THEY ARE THE WORST CABLE COMPANY THAT EXISTS AND THE ONLY REASON I HAVE THEM IS THAT THE APARTMENT COMPPLEX THAT I LIVE IN DOESN'T ALLOW US TO HAVE ANY OTHER CARRIER. As soon as I move, Time Warner is the absolute last cable company I will ever use again! They are the worst company there is and rip off their customers on a regular basis. Not only that, now they are threatening to take the ABC stations - which includes ESPN's away from us. Guess what, they will 'renew' the contract and pass the difference along to the consumer! That's what company's that have no ethics do and they laugh all the way to the bank!
     
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TW CUTS OFF SERVICE DURING NBA FINALS + HANGS UP WHEN CALLED
Posted by on
CHATSWORTH, CALIFORNIA -- HERE IS AN ACTUAL TRANSCRIPT OF THE TW CUSTOMER SERVICE ON LINE (SEE BELOW). TOOK OVER 25 MINS FOR ON-LINE CHAT AGENT TO COME ON LINE. PRIOR TO TRYING ON-LINE HELP, I TRIED TO CALL W CUSTOMER SERVICE. A RECORDING CAME ON AND THEN HUNG UP ON ME...TRIED THIS SEVERAL TIMES ALL RESULTED IN A RECORDING AND HANG UP. CALLED A DIFFERENT DEPT. (BILLING), WHICH ANSWERED RIGHT AWAY (???), I EXPLAINED PROBLEM TO BILLING REP (PATRCIA) WHO REFUSED TO GIVE HER EMPLOYEE NUMBER, SHE THEN TRANSFERRED ME TO THE SAME LINE THAT (AGAIN) HUNG UP ON ME.

HERE IS AN ACTUAL COPY OF THE TW CUSTOMER SERVICE ON LINE CHAT:

User KC has entered room

We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.

We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.

We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.

We are experiencing higher than usual service times. Please wait and an analyst will be with you shortly.

Analyst Victor has entered room

Victor(Tue Jun 15 23:49:22 PDT 2010)>Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Victor. Please give me a moment while I access your account.

KC(Tue Jun 15 20:49:31 PDT 2010)>FTR..TW Showed 133 waiting in queue at 8:26pm when I entered queue. TW chat agent came on-line with me at 8:50

Victor(Tue Jun 15 23:49:45 PDT 2010)>Thank you for waiting.

Victor(Tue Jun 15 23:49:49 PDT 2010)>I understand that you are having issues with your services.

Victor(Tue Jun 15 23:49:53 PDT 2010)>I will be more than happy to assist you with your request.
I apologize for any inconvenience this may have caused you.

Victor(Tue Jun 15 23:50:10 PDT 2010)>We are currently experiencing an outage in your area. Our technicians are working to resolve the issue as soon as possible. At this time there is no known estimated time of repair. We are confident that our engineers will have this issue resolved at the earliest, but if you are still experiencing this issue in 24 hours, please contact us again. We’ll be happy to provide an update.

KC(Tue Jun 15 20:50:30 PDT 2010)>Extended outage during NBA Finals UNACCEPTABLE.
Refusal to accept a call from me (6 attempts) each time TW hung up on me. Live TW employees transferred me to same line that hung up on me two more times UNACCEPTABLE!!!

Call to present your plan to keep me as a customer within two days. Minimum requirements to begin conversation is one full month credit (about $150). If that does not work for you....

Consider this 20 days notice to CANCEL service. I will find a competitor who can service my account.

KC

KC(Tue Jun 15 20:51:03 PDT 2010)>Forward a copy of this chat to your President's office

Victor(Tue Jun 15 23:51:12 PDT 2010)>I apologize for the inconvenience.

Victor(Tue Jun 15 23:51:26 PDT 2010)>We are working really hard on this.

KC(Tue Jun 15 20:52:28 PDT 2010)>Extended outage during NBA Finals UNACCEPTABLE.
Refusal to accept a call from me (6 attempts) each time TW hung up on me. Live TW employees transferred me to same line that hung up on me two more times UNACCEPTABLE!!!

CALL ME to present your plan to keep me as a customer within two days. Minimum requirements to begin conversation is one full month credit (about $150). If that does not work for you....

Consider this 20 days notice to CANCEL service. I will find a competitor who can service my account.

KC

Victor(Tue Jun 15 23:53:16 PDT 2010)>I will put notes and send them to the correct department.

KC(Tue Jun 15 20:53:41 PDT 2010)>Victor, what is your employee ID?

Victor(Tue Jun 15 23:54:02 PDT 2010)> My employee number is 218343.

Victor(Tue Jun 15 23:55:05 PDT 2010)>Due to system restrictions we cannot make calls.

Victor(Tue Jun 15 23:55:33 PDT 2010)>What I would like to suggest is that you contact our Customer Service Department at 1-888-892-2253. They have full access to your account and would be better suited to assist you.

KC(Tue Jun 15 20:55:58 PDT 2010)>The President's office can make outbound calls. Follow my instructions. Terminating chat now (see your to do action points above). KC
     
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User Replies:

goduke on 2010-06-16:
TW did not cut off service. There was an outage in the area. They were clearly working to get the services back on. I understand the frustration, but you are making it seem that they did something intentional.
PepperElf on 2010-06-16:
It's not as if they planned the outage specifically for the game, it just happens.


Actually I feel bad for the TW techs.

They're trying to get the system back up but... the phone keeps ringing off the hook because people want to yell at them.

And of course since the OP is just one of many who are calling, it's not surprising that the phone system couldn't handle all the calls at once.


however, the myth that yelling at employees makes systems go back up faster is just a myth.
mac on 2012-07-03:
The customer service rep sounds more courteous than you in this transcript.
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