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1.7 out of 5, based on 14 ratings and
65 reviews & complaints.
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Bad customer service
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TEXAS -- I used to be with DirecTV and was always very happy with their customer service but changed to AT&T Uverse as I no longer wanted a dish as we lost signal every time there was bad weather. I was also very happy with the customer service I got from AT&T Uverse and still have internet service with them. I have just changed to Time Warner Cable as my husband watches Rugby which we get on the Fox soccer plus channel and AT&T does not have this channel. The sales person gave me incorrect info and even argued with me when I said I would need 3 boxes as I have 3 TVs. He insisted I only need one. When the technician arrived he agreed I need 3 boxes. I phoned customer service, got a rude person who told me I would have to pay another $40 for them to bring the 2 boxes or would have to pick them up myself, then when trying to transfer me to another person they cut me off. I phoned back and asked to cancel and suddenly they were happy to bring me 2 boxes at no charge and told me they would be there between 5-8pm. No one arrived. I phoned after 9pm and the person appologised and said he would get someone to phone me in the next few minutes with a new appointment. No one phoned. I phoned back in the morning and got a very rude person who said I should just go get them myself and then when I got mad refused to talk to me. I phoned again and was kept on the phone for ages and told the first ticket was never closed that is why no one came and now they could only send someone out in about a week. I told her I did not want to wait a week and she said she would phone me back. I am still waiting. If it was not for that one channel, I would cancel now. If AT&T Uverse gets that channel I will definitely change back. In the 2 years I was with them I had no problems with their service or with their customer service. I have been with TWC for 2 days and already hate them.
     
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Ytropious on 08/19/2010:
Well, why can't you just go get them yourself? My local TW place is like a few miles up the road.
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Abysmal Service
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PORTLAND, MAINE -- I have been a subscriber to TW since May 2010. Virtually every contact has been dreadful and intensely frustrating.

My first contact was online to subscribe and set up my account. I provide info and was contacted quickly by a TW representative (I thought: "pretty good and responsive service). The representative took all the info and offered a special deal on the cable TV and internet package, and a free trial for a security service. The call took about 20 minutes but the representative was pleasant and efficient.

I was told I would need to contact the local office for installation. When I did the next day, the local office had no information on. I explained the call, gave confirmation #, etc. No luck. I had to go through the same procedure again. When finished, the price quoted was $20 more per month than quoted and no trial offer on the security service. I complained and was told that TW does not make special offers; this couldn't be the case. I was flabbergasted: this person was basically calling me a liar. I was transferred to a supervisor. She said she would look into it.

Next day, I was told that I spoke with an independent marketing firm that represented TW and they had no right to offer me special and TW did not offer security services. I explained that the person I spoke with represented herself as TW. Period. And TW should honor this verbal commitment. It shouldn't be my problem.

Fast forward. A DVR 3 month trial came with the service. Today I get a bill that shows a charge for DVR beginning next month. I call and say no thanks; please delete from bill. I was told that in order to cancel the service, I would need to remove the set top box and return it to the TW office in another town and get a new one. I didn't ask for it in the first place, and now I have to do their job.

I HAVE NEVER DEALT WITH A MORE INEPT, CALLOUS, UNPROFESSIONAL ORGANIZATION IN MY LIFE. IT ASTOUNDS ME THAT THEY STAY IN BUSINESS. AND IF IT WASN'T A MONOPOLY (IN MY AREA), I AM CERTAIN TW WOULDN'T LAST LONG.
     
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Ytropious on 07/26/2010:
By security service, do you mean internet security or home security? TW definitely does NOT do anything with home security, period. I sounds like someone was trying to pull one over on you originally.
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Billing Due Date Change 3 times in 6 months
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What's caused me to come online is the complete lack of caring the company gave me about canceling my service. When I started service my first bill was due October 22nd. I was told that would be my billing due date for each month after. My next bill due date was changed to December 1st. No big deal. Each month after if was off by a day or 2. Once again no big deal but I don't understand why a company that obviously has a varying due date because it goes by a generated statement date doesn't just generate the statement at the 1st of every month so my bill won't vary from month to month. I paid my bill on the 4th of March when it was due, then checked the web on April 2nd to pay by bill again only to find out my bill due date had been changed to the 27th of the month. Not April 27th but March 27th meaning I was supposed to pay 2 billing about 2 weeks apart. When I contacted customer service about this they kept going over the fact that I was paying for service I had received. I wasn't arguing that, what I was pointing out is they should adjust my bill to help my out since they had cause my account to have 2 bills due in 1 month, and to make me consider staying with a company that is so incompetent. I was told by the supposed manager of the customer service/ billing/ equipment service/ everything department there was absolutely no way they could credit the account because I had already gotten the service. When I asked the to credit my next month for service I hadn't gotten, they just did the run around again and claimed if they requested the credit it would be denied. I can not understand how a company can stay in business when they won't even attempt to resolve issues with the customer. I was only a customer for 6 months. I don't ask for much, just my bill to be due roughly around the same time each month.
     
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beanbagbritches on 04/14/2010:
Unfortunately, I heard that TWC recently changed its billing policy. Contact a representative for further information. This may be a company-wide situation.
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Pathetic and Hideous Service 1 year and problem after problem no wonder they lost 16 Billion this last qtr
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CALIFORNIA -- I have been with TMC for about 16 months now, after buying my new home in their neighborhood, had been with Direct TV and AT&T for 15 years prior and was reluctant to switch but I thought maybe they have got their act together, as I had heard so many distressing encounters, So glad they don't put people on contracts, that's a huge mistake for them, any way. The latest incident is my last, I have a 24 yr old daughter just had a baby 8/9/09 in England so naturally I have been using the tel phone a little more than usual, my bill got to $239 so some bureaucrat decided that all of a sudden I was going to stop paying my bills and pulled the plug on my line, I have excellent credit and never not paid my way. I called them up today spoke with a representative and her supervisor, who insisted they could not unblock the phone so that I could congratulate and speak to my daughter, in fact when they knew it was a complaint call, the mood and tone changed, and I was spoken to as though I was a criminal that had just robbed them, and the supervisor with his bolche attitude, I'm Mr. big and one less power than the lord himself, told me that I had to pay the $239 before they put the plug back in, as I explained to him my bill usually gets to me by the 12th of each month I pay it on the 15th and you get your money before the 23rd due date and since it was only the 10th I could not see an issue and would pay it as always before the due date.

Other issues I had was with the installation, slow internet speed, blackouts on the TV and every time I have called I always seem to get someone with an attitude, may be that's why they lost $16 billion in the 2nd qtr, and have laid off almost 2,000 employees, instead of blaming AOL for its loss, may be they should look at the grass roots, products, customer service and satisfaction. My days with TW are over and I will be switching back to DTV this month, as for my Daughter god bless her, gave birth to a 9lb 1 oz girl Kayla, I will have to put my granddad status on hold until I find another way to get in touch with her.

God Bless America and thanks for 16 months of hell with TW its about time customers unplug TW……TC
     
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skelly39 on 08/10/2009:
Congratulations on your granddaughter. Now, as far as TWC, how can they possibly disconnect you before your due date? Did they have an explanation? $239 is nothing for a phone bill. I pay at least that much for my cell and home phones and even if I've been a little late, they don't shut them off. Good thing you are getting rid of them.
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Poor Customer Service
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TEXAS -- I entered into an annual bundle contract early last year to receive internet, phone and cable for one low price. I was nervous about committing to a contract but was reassure by the representative that it will be void if I moved for any reason.

The end of the year I had to move and stay with a relative(who already has cable) for a couple of months. When I move I called Time Warner and ask to cancel service. The representative failed to cancel the service. Instead I received a bill over two months later from collections for over $1000. Which included a past due+ collection charges+ breaking the contract fee. I called Time Warner and the representative was loud, talked fast and sounded like she was chewing gum!

I told her my problem and she just said there was nothing they could do. That the only way I could be released from the contract was if I was deployed or dead. I ask for a copy and she stated she didn't have one.

When I ask to speak to a manager she stated that they would have to call me back. I insisted on holding then she put me on hold for a while. Upon returning, she stated that the manager said they would waive the contract fee if I paid the full amount, signed a two contract and paid the first month of service! That the fee would be applied after 60 days of service. I never spoke to the manager!

I reminded her that I lived with family. I guess she wasn't listening when I told her the first time! She then encourage me to switch my service to their address. How rude is that!

I never complain about much. But this is crazy! This account has been reported to collections and I will have to pay every penny. I will be moving next week and of course will NOT BE GETTING TIME WARNER CABLE!!!

     
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Soaring Consumer on 03/20/2009:
Write a letter of dispute to the collection agency in certified mail.

Contact your state's Office of the Attorney General and the FCC about this. Also they are required to give you a written copy of the contract upon request.
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Bad Customer Service
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WILLOUGBY, OHIO -- We have been with Time Warner Cable for over a year. It wasn't bad at first, but lately it has been another story. In the month of August of 2008 I was having a particular problem with my cable service, and I called to speak to a manager. I spoke to a customer service representative and they told me that a manager would call me back within a hour. Well, I never received a call. Now the cable company has charged us for the next 2 months which is freaking crazy. I called and just so happen a manager picked up, so she say she was a supervisor.

I was a little outrage on what was going on with this bill, and she informed me that they couldn't do anything about it. Yes I was on the pissed off side and was screaming because she gave me no real excuse on why they charged us for two months in advance. So as a grown woman I apologized for screaming and she told me that it really don't matter to her. What kind of zoo are they running. Then to top that off they keep stating that we are behind 2 months. I told them that isn't possible when we pay every month whether it is on time or not WE Do PAY!

I then asked them to inform me what month didn't we pay they never could actually tell me that info. Another incident was when my husband was having a fight party, and he went to order the event a message popped up saying to call your cable comp. So he called and they bring up this 800dlr bill again, but the thing is we are only passed due about 150dlrs. My husband offered to pay the amount by cc and the CSR says that he can make the payment, but it want post until tomorrow. Therefore, we still couldn't order the event. (This I don't understand because if our service was disconnected and we made a payment they would restore our service in 30min.) This to me was straight bull$#%#!) So my husband was furious and asked to speak to the manager and the first time the CSR told him that they were all busy. He called again and they told him that there are no sup on this late, it was only 9pm eastern time.

So the story ended as no fight party and the people who was already over had to go somewhere else. That was so damn embarrassing that it topped the cake, and I am calling direct TV tomorrow. I really hope they either shutdown or is bought out by a better company.
     
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tnchuck100 on 11/10/2008:
This sounds very much like you are creating your own problems. The is no acceptable past due (it's not passed due) amount so "only" past due $150 is a problem. It seems you really cannot afford cable. Much less special event costs.
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Billing - Credit
Posted by on
BELLBROOK, OHIO -- Hi,
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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tnchuck100 on 04/24/2008:
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.
beanbagbritches on 05/10/2008:
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.
DebtorBasher on 05/10/2008:
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 statement showing it was paid with a zero balance?
i_hate_time_warner on 07/29/2008:
Typical Time Warner incompetence. Not surprised at all. Sorry to hear about your misfortunes with your dealings with this company from hell. Good luck!
Anonymous on 07/29/2008:
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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Suck you in then charge way past cutoff date
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COLUMBUS, OHIO -- I had cable in the early 70's I think and it was TWC. Didn't keep it long, didn't need it or want it. So I haven't had cable for at least 20-25 yrs and I'm still a productive, up to date working full time sr. citizen. This guy comes to the door and says I can get TWC for free for 30 days. At first I declined but he insisted so I finally agreed with his "verbal" assurrance that after 30 days TWC would automatically disconnect me, and I would owe nothing. What a fool I was!!

The 1st clown that came out said he would have to run all new wire, OK fine as long as it doesn't cost me. When he was done he said another person would have to connect it to the pole, OK fine, no cost to me. That was done and I had cable - whoppie!! Then a few days later another clown came out to ,you guessed it, install my cable. Uh oh this didn't bode well. So I explained to him in SIMPLE language that installation was done and I had cable. He responded good and called the company to "cancel his job" and proceed to his next appt. An hr after he left I had no cable - it had been "cancelled!!"

After several calls and several days I got my "free" cable reactivated and again asked if they were going to cancel automatically after 30 days if I didn't pay and that I probably would not be paying. I was assured they would.

31 days later I still had cable, 50 days later had cable, 60 days later still had cable , figured their problem not mine since my contract was for 30 days. 90 days later still had cable and received a bill for $221. Called and explained, they couldn't do anything about it. Called more and complained didn't need, want their garbage and wasn't going to pay.

I called and explained, complained, argued - 1 person said she take care of it- I'm still waiting . The rest of the clowns said they couldn't do anything about it. WTF, it's their mistake just delete my bill.

After a yr with no resolution they turned me over to a collection agency. I disputed it with them several times to no avail. Now they have reported me to the credit agency's!!! They are so bass awkward you have to snail mail a dispute to them.

I still have no intention of paying this bill and fortunately my house is paid for, I have no car payment and my bank and I are on very good terms so I have no problems getting loans at prime.

After I recover from some surgery I intend to make an appt with a CS rep. at TWC and go in and dump all the junk mail I STILL get from them (even tho I requested a yr ago to be taken off their list) on their desk including the old contract and the new collection agency and credit agency bills. I might even print out all the complaints from this web site and include them with their junk mail. TWC sucks!!

Linda
     
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yoke on 11/01/2007:
Why didn't you call on the 31st day to let them know you were still getting their service that you did not want.
Ponie on 11/01/2007:
Ya' know, I really was going along with this perceived complaint until I saw the word 'contract' used twice. Did you read it?
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StarStarStarStarStar
Repair Of Internet Service
Posted by on
Rating: 5/51
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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StarStarStarEmpty StarEmpty Star
No Big Brother, No Credit
Posted by on
Rating: 3/51
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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cmthru on 08/27/2013:
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.
Weedwhacked on 08/27/2013:
If you get an air (OTA) antenna you won't have to deal with their tricks.
cmthru on 08/27/2013:
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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