Time Warner - Page 2

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1.7 out of 5, based on 14 ratings and
65 reviews & complaints.
www.timewarner.com


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My House Phone Always Says No Line My Cable Box Never Works
Posted by on
Rating: 1/51
SOMERSET, KENTUCKY -- I have the phone service so my kids can call me when home from school etc. I could be on the phone with them and the phone will go out. Cable only works when hooked up to my TV. Why do I pay so much for extras when I don't get them. I call and they tell me after 35 minutes 9ofholding that I have to be home between 8am and 7pm..really who is that inconsiderate of someones time! Time warner is the worst experience and rudest company ever! I would rather have nothing at all then to keep allowing this company to rip me off!
     
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Poor Customer Service
Posted by on
Rating: 1/51
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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Cancelled Service
Posted by on
Rating: 1/51
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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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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Worst Cable TV Experience
Posted by on
Rating: 1/51
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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What Happened to the Rolling Stones Documentary Premiere?
Posted by on
Rating: 1/51
PALMDALE, CALIFORNIA -- I am homeless & have been waiting to see this documentary for weeks. I have recycled cans & bottles to get a motel room & see the documentary. All I got was a lot of broken up squares, blank screens etc. for 2 hours. I never would have ever rented a room if I knew this would happen. I have become more & more agitated through the night and morning because of this major screw-up. It's now 8:20 am & can't sleep because of this. I feel Time Warner should at least reimburse me for my room & apologize for the problems they have caused.
     
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CUontheFlipSide on 2012-11-16:
Could have been a bad cable connection in the room.
FoDaddy19 on 2012-11-17:
I doubt if Time Warner or the motel you stayed at have any sort of guarantee of service. Furthermore I don't think they are liable for any financial outlay you may have put out or any grumpiness experienced on your part.
GenuineNerd on 2012-11-18:
The hotel cable TV probably only carries certain channels, and the Rolling Stones documentary may have been on a premium or pay-per-view channel that is scrambled, hence the broken up squares and blank screens. Especially if it's a low-priced hotel or motel that offers few channels anyway (usually the local channels and the first-tier basic cable channels, and maybe HBO or Showtime.) Most hotels do not offer digital-tier channels, and all tuning is dune through the TV itself rather than a cable box. I wonder what channel TWC was running the Rolling Stones documentary, and if they plan to re-run it.
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Horrible Customer Service
Posted by on
Rating: 1/51
BROOKPARK, OHIO -- I had a complaint about my bill and wanted question's answered and was transferred 4 times to different people who once I was transferred was put on hold for a total of 40 minutes. I wanted a supervisor to speak to and found out by the 4th person that one was not there, they are just service people answering the phones.

I paid the balance they said I owed which I believe was wrong! But I couldn't deal with any of them anymore. I feel if Time Warner wants people to sign up with them they should supply someone qualified to answer simple questions. I don't like this cable company and feel none of them care how long they leave a customer on hold, or that their customer is getting upset because the service is so POOR!

I will quit them very soon unless I receive some kind of apology or credit for my trouble.
     
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Poor Customer Service
Posted by on
Rating: 1/51
At approx. 9 pm PST on 3/4/2012 ordered by phone the CD offer.
Called at 8:30 am PST wanting to cancel.. There was a long wait followed by "NO cannot cancel", then an ongoing product list of offerings, i.e. Trip to Orlando, Disneyland, Cruise, As I kept informing the gentleman that I did not want to purchase anything, he kept on it. Said finally he could not cancel the order as it was already at the shipping point, (less than 12 hours on a Sunday!!) He did offer me a 20% discount. That never happened. Again he went on offering me different deals. Did not understand what NO meant. Very pushy Sales group, annoying to say the least. I'm 82 years old, The TV ad was unclear. Yes, at my age I do enjoy good music, but at over $16.00 per CD. and on Social Security Income~~~~~~~~ Outrageous Acct # assigned 3013159. Order #45156861.
     
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Alain on 2012-03-07:
My own policy is to never trust any TV (or Internet) ad, particularly since many of them use small, unreadable print at the bottom and some fast talking sales pitch to entice you to give them your credit card number. I believe you will find that you have a better chance of being bitten by a shark than winning some the prizes these companies offer. You might try challenging the charge with your credit card company and also contact your state's Attorney Generals Office to see if they can assist you since there are usually special departments to help the elderly.
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How To Take Action With Contact Information
Posted by on
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
glenn.britt@twcable.com
twc.cotp@twcable.com

Robert D. Marcus - President/COO
rob.marcus@twcable.com

Marc Farrar - Vice President of Public Affairs
marc.farrar@twcable.com

William R. Goetz Jr. - Executive Vice President, Operations, West Region
bill.goetz@twcable.com

Ellen East - Executive Vice President and Chief Communications Officer
ellen.east@twcable.com

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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Alain on 2011-06-22:
Very useful information.
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.
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 customers, 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 customers to go to Direct TV or Dish because of lack of service in your cable office.
thank you
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Support Squad Scam/New Customer Beware
Posted by on
CALIFORNIA -- When I signed up for Time Warner Cable, they asked me whether I would like to sign up for the Support Squad(SS). I clearly stated "No". Next billing statement, I started being charged $9.99/month for Support Squad on my credit. I called my local TWC and told the first representative about the SS charge and she had no clue what Support Squad is. I hang up and call again for a different representative and asked whether or not that they authorize this charge for SS. He started scolding me/preaching me about how the company will not give out my information without my authorization. He did not let me explain my problem. I had to tell him that he was rude to stop him from yelling into my ears. I was very sastisfied with TWC until now. I don't understand why they advertise the SS service when I signed up for my cable/internet service, now I'm being charged and they don't know why. The representative didn't even have the SS's phone number that I can reach. They have very nice representative when I sign up for the service. I'm thinking about switching service because I start to have unclear billing statement and I don't want anything to do with their customer service again.

On the bright side, their installment technicians are always on time, the cable/internet service is good.
     
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Anonymous on 2011-03-14:
Did you ask them to cancel the service and remove the charge? You get more bees with honey than vinegar.
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NO SERVICE
Posted by on
LOS ANGELES, CALIFORNIA -- Come the new year 2011 and Time Warner Cable HDTV stops working. It's about to be midnight making it the THIRD day without TV. Even the basic cable is screwed up. They cut the sound. Oh wait, they gave me Channel 7 but it's in Spanish if it comes with sounds. WTF Time Warner? Where is the government in all of this? I tried looking for other people who are experiencing this around my area in Los Angeles and apparently...I'm the only one? Yeah right.
I wish there was another cable company. Time Warner is the worst company I have ever dealt within my life.
     
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Anonymous on 2011-01-03:
That's why I got rid of them and switched to DirecTV.
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