MENTOR, OHIO -- Time Warner advertised a bundle with home phone, basic cable, and internet for $89.99. As the customer service representative spoke further, more added fees continued to mount. There was a monthly fee for the box, a monthly fee for wireless, and so on. By the time she was done and had added the anticipated taxes, the bundle was over $120.
While this price may not seem outlandish for these services, it is WELL OVER $90! I believe Time Warner uses false advertising to attract customers, then loads on additional hidden charges. SHAME ON YOU TIME WARNER! I will not use your services based on the false advertising, and plan on cancelling the cable I currently receive through your company based on your dishonest practices.
GARLAND, TEXAS -- I am a NEW customer. I just moved into this resident and ordered cable and internet service online, they sent me an email requesting more information. I then called CS, gave them the order number. The representative could not find it so he told me to call the local CS. I called them and the representative stated the purpose for the call was in reference to the resident that lived here with the last name as I and asked if we were related. I said no. She then told me to fax over my lease. I said, "No, I will take it to the local office" and I did along with my ID. The order was place by the representative and he scheduled my service.
10 minutes before the installer arrives I get another call from CS, stated they have checked public records and found that I was related to the previous resident and it shows that someone else with a different last name still lives here. I told the representative no one lives here by that name and I'm not related to whom ever they were speaking of but she continued to argue with me and tell me I was lying and that they will cancel my order and refund my money in 5-6 wks.
I went to CS and they would not refund my money right away even though they deducted money from my credit card the day before. I would have to wait 3 days to get my money back even though there was no particular reason not to offer me service and I a BRAND NEW CUSTOMER WITH NO PRIOR SERVICE. THEY WILL NEVER HAVE MY BUSINESS AGAIN NOR WILL I RECOMMEND ANYONE TO THIS COMPANY!!!!
WILLIAMSBURG, KENTUCKY -- I had internet service with Time Warner for 12 years without a single late payment and when I moved they sent me a bill for not returning a modem. I called them and they gave me an exact address to send the modem so it wouldn't get lost because according to person I spoke with the equipment gets lost all the time. I sent it in and had confirmation via tracking # that they had received only to continue getting bills. I spent hours and hours on the phone with their billing department, speaking to supervisors of all levels. They kept telling me that it must be lost somewhere because they never got it and to not worry it will show up.
4 months later they sent me to a collection agency. I called them for the eighth time and they all the sudden can't do anything about resulting in me having to pay the $65 for the missing modem that I have confirmation that they received. Basically no matter what kind of customer you are they are not willing to help you out even when you have proof they received their equipment. Never will I use Time Warner again.
COVINGTON, KENTUCKY -- After several years with Time Warner and the hassle of calling them every year to fight over the 50% increase in my monthly bill (according to them it was not an increase, just a loss of my discount) 100% I finally switched providers. I managed my account 100% online with eBill as they request. I also used autopay. The minute I canceled my service they disabled my online account access. This is the only company I know that does this.
I now have no access to my historic account information.I can't see my historic bills anymore or manage my autopay/bill pay for my last bill. Everyone knows the history of poor customer service with Time Warner but when I turned in my equipment I had to deal with long lines that took me forever just to return my equipment. Then I find out I can no longer access my historic data or remove my billpay information for my own peace of mind). I had to wait for a significant amount of time on the phone to determine what my final bill is.
HOUSTON, TEXAS -- Is there a negative star rating I can give because they don't even deserve one star! In order to receive the high speed internet that I pay for I had to buy another modem since the one provided did not function properly and they refused to replace it.
After purchasing my own modem I connected it and called to have the IP address put on my account. I provided them with my phone number and address and they refused to help me unless I provided them with sensitive personal information over the phone. I was not comfortable doing this and after a lot of run around and arguing from their customer "service" representative I was transferred to a manager. Or at least I was supposed to be transferred to a manager. 2 separate times I was place on hold. Initially there was hold music playing but after a while nothing. No message on how long I was going to be waiting or anything of the sort.
After a while of silence I had no idea whether or not I had been disconnected. I had no idea if I was ever going to be helped or not. Eventually I was forced to hang up because there was no indication that anyone was ever going to pick up my call. This happened 2 times and of course I had to go through their nonsensical automatic call bank before I could get in contact with the unhelpful minion. Then I was never able to get a hold of anyone higher up who could actually help me. As of now the issue has STILL not been resolved and after being a faithful customer for years I'm still not getting what I am paying for. This is not the way to treat your customers!
SCHENECTADY, NEW YORK -- After 2 years, I need to cancel my internet service. Time Warner puts you through a convoluted phone labyrinth on which when you finally make it to the right representative, the call fails. It has been 4 times of phone failures, pretty sure they just hang up on you. I've wasted an hr trying to cancel so far:
The conversations I had with the representatives were full of questions and misleading initiatives to prevent you from canceling the service. They unreasonably believe that you are asking their permission to disconnect - someone should explain them that we customers have the right to end the service we don't want to pay anymore. Period. Time Warner - this is so not the way to retain customers. Everyone out there watch out! I certainly will never trust Time Warner and spend my money on their services.
IRVING, TEXAS -- Worst customer service I ever had. Never go with them, you have struggle a lot for proper internet connection. It gets disconnect every now and then, and my internet gets really slow and when I called customer service they told to reboot my modem and it will be up for 4-5 days and again it will be slow. It happened for me for 6 months and then I disconnected and I has to reboot my modem every week in these 6 months.
And while I terminate the service they charged me extra and I have to call multiple times to get refund and they send mails from recovery department for the extra charges they posted on the account, it really sucks. If you want peace of mind with your internet DO NOT go with them.
ADDISON, TEXAS -- I'll just put this in a list format:
Took me seven hours to sign up for basic internet (was finally able to get it done because I eventually found someone that was from the USA).
They lied to me about the gift card they offer. They told me there was nothing I was supposed to do except pay my first two bills on time and it would be in the mail. Lie. They refused to give it to me after I inquired about it.
I pay for 15 mpbs download and get a measly 3 mbps download. No other company I have ever dealt with has ever charged me a price for something I never even received. I received 1/5th of what they promised me.
The customer service is awful. When I asked for a credit to my account (because I was paying a higher price for... nothing?) they offered me a measly $10 credit.
Actually going to switch my service this weekend. I don't care if I can only find up to 6 mbps download with other providers. It's still much better than paying for 15 and getting 3.
This company is criminal. If you have any sort of cognitive brain function, DO NOT USE THIS SERVICE.
BEAUMONT, TEXAS -- Super sucky issues with Time Warner cable... 9/3/2013.
TWC charges $10/month for cable box, $5.99 for internet modem.
I want to cancel cable TV, keep only internet. I will have to pay $40 fee for some BS reason that they have to send technician out here to block cable signal even if I return the set top box. Signal nowadays got scramble, there's no way we can steal the signal and if that's the case, it's not customers' responsibility for them to send technician. Who does that nowadays!?!
It is IMPOSSIBLE to get in touch with customer service IF you want to downgrade or cancel the service. You actually have to go in line at the local office.
I have been customer for close to 5 months. Paying $80 Digital Cable/3Mbps Internet+$10 set top box+$6 for modem+tax = $107/month. And I would like to change my package to $65 for Basic Cable + 20Mbps internet as advertised... guess what... I cannot do that because that is available for new customer only.
I am going to return EVERYTHING to them tomorrow... this is some BS of 21st century in the United State. I am so sorry for people who work for TWC, TWC Executives should be ashamed of themselves!!! The company only relies on small town where people have no choice, I hope they go bankrupt soooon!!!
COLUMBIA, SOUTH CAROLINA -- Absolutely awful customer service. Initially, there was an issue with the previous tenants not canceling their service. Time Warner tasked ME with going to a local branch and switching over the service to my name. Then after a $100 payment covering my deposit and first month of service, they and told me everything was good to go and sent me on my way. Annoying, but not a deal breaker. Well when I got home, the modem didn't connect to the cable signal.
After 3 hours on the phone, most of which was spent on hold, the technician came to the shocking revelation that either my modem or cable outlet was not working. I set up a service appointment (earliest available was 5 days later). So the day finally comes and lo and behold no tech comes out... I called to see what was up and after a mere hour and a half on hold I was told the tech did in fact come, removed the lines for the TV service, didn't activate any Internet service, and left... All without even ringing the doorbell or notifying me in any way.
Now, I have to wait another 2 days for another tech if he/she even shows. Time Warner treats their customers like garbage and if it was not the only Internet service available for my neighborhood I would have nothing to do with them. I am a student and Internet access is essential so this comes as a huge inconvenience for me. For the love of God, stay away from these idiots if it is at all possible.