OVERLAND PARK, KANSAS -- So angry with Time Warner Cable. We've been having intermittent internet service issues.. I finally got fed up and called in for service last Thursday.. They finally sent a tech out Yesterday - Tuesday... After the tech messed around with It for over 3 hours. Now have NO internet and one of the Tv's is all snowy and the digital box in the living room keeps pixelating.. Steams about to come out my ears.. So they said they need a replace the drop into the building.. For which they use a 3rd party contractor..
So I called to check on status today since no one had called. These clowns now say it could be two weeks be for its taken care of.. Time Warner Cable and this contractor truly fit the definition of "Customer NO Service.. I hate DSL but its sure looking better and better. AT&T may be my next call.. If anyone asks me about using Time Warner Cable, I'd tell them never at this point.. Poorest complaint response I've ever experience out of the five different cable companies and two satellite companies I ever dealt with.
LEXINGTON, KENTUCKY -- I feel like I'm in the Twilight Zone. I decided I wanted Internet from Time Warner Cable, so I went online and filled out the form and gave them my credit card information. I didn't give my Social Security number since they said I didn't have to if I was willing to have automatic withdrawal. But apparently if the person asking for service doesn't provide a Social Security number, Time Warner looks in their system and finds someone with the same last name and uses HIS Social Security number. Anyway, that's what happened.
The installer came to hook it up. He said it wasn't in my name but in someone else's. I said, "But I'm paying for it." He said it still wasn't in my name. Well, okay, what did I care? The installer hadn't been gone thirty minutes when the Internet quit working. I tried to talk to someone (after being on hold for about twenty-five minutes), but I didn't have Internet, you know -- some guy with my last name had it -- so they wouldn't talk to me.
I therefore had no power to get anything done, and they get pretty huffy with you when you call and try to cancel or get things taken care of if you insist that it is YOUR Internet when they've chosen to make it someone else's (I have the receipt they sent me--in MY NAME). After a few days I went to the local office and returned the equipment and made them take my credit card off their records. They refused to return my money so I'm out $35. They said that if I'd give them MY Social Security number they'd come back and give me Internet. Not in this lifetime, Time Warner, not in this lifetime.
NEW YORK, NEW YORK -- Time Warner Cable is the worst experience I could ever had. Every month you receive a monthly bill higher than the previous one. On top of it, your Internet service is always down whenever you in need to use it, you may have cable and picture will freeze and on top of that you could be experiencing no volume at all for weeks and weeks. When you call for help, they refer you to technicians than don't know what they doing. Some will promise you they will come to your home or call you after a certain time and won't show up.
The worst is when you decide to cancel, the number you call say you must call during office hours and will disconnect. I finally got someone on a week day and they have the guts to tell me that my cancellation request will cost me $40 on my last bill. LOL. I came to the office at Broadway to drop off the equipment, and that have me a number. The waiting time was over an hour and half.
ORANGE COUNTY, CALIFORNIA -- Their customer service outsourced to India is completely useless. These people have no power to offer real solutions or keep your customers satisfied. I am very disappointed in Time Warner. The internet services are good, but their customer service & billing services are unacceptable. We moved to a new address and we asked for our services to be transferred. The person that we talked to decided to set the order up as a re-connect and not transfer. The installation crew told us that this way we could get a better offer and that the old modem would be picked up at our home for free.
Now the customer service informed me that I need to waste my time to go all the way to one of your offices to drop off the old modem or I will be charged for it. So there's no better offer or free pick up. Outrageous! On top of it, our internet bill was raised without us even being informed in advance. Time Warner customer service and billing practices have become very unprofessional. Very unhappy with Time Warner!
FULLERTON, CALIFORNIA -- Constant disconnections every single day. Customer service is dishonest when it comes to the reasons why it was disconnecting, it was obviously due to their terrible service. Ugh. As most people know, I'm an online gamer and having the internet go out every freaking hour is ridiculous. I have to sit there and wait for the stupid internet to reconnect for 5-10 minutes at a time and what do you know, the other team is ahead and I died while I disconnected. Unbelievable.
My family and I have called over 5 times to address the problem and they have not helped us AT ALL. One of them had the audacity to tell us that she switched the server our internet based in and telling us the disconnections would stop... And you know what? You guessed it! THEY DIDN'T!
I'm so over Time Warner. Do NOT sign up for their stupid internet or cable. I repeat, unless you want incredibly slow internet, clueless customer service operators or other things that can make the most patient of the monks in Tibet tear out their (non-existent) hair in RAGE, do not get Time Warner.
TO RECAP: They don't care about you as a customer! They care about the money they're shamelessly sapping from your own pocket in exchange for terribad service. If you're cursed and have the same ill fortune of being stuck with it in the meanwhile like me, switch out as soon as possible. Or move. That's what I'm doing... What Time Warner is doing should be considered robbery. I'm not exaggerating here. Believe me. I am fed up. Down with Time Warner.
LOS ANGELES, CALIFORNIA -- Before I decided to go with TWC for internet, I researched consumer reviews and they look bad. I don't know, people who are satisfied probably don't bother to write a review. Why? The cable guy is supposed to show up on time, so what is there to write about. So I just want to say that it was very easy to set up an appointment. The installation technician showed up on time and he was fast and efficient, and courteous. I am just starting to use the cable internet service (it is 3x faster than DSL for slightly less money) so I have nothing to say about its reliability etc.
DALLAS, TEXAS -- I canceled my subscription with Time Warner Cable over a month ago and was told I had a small credit for the period I had paid for. The fact that I had 6 outages in the space of 3 months coupled with terrible customer service is not the main reason for the 1 star. The main reason is the fraudulent adding of equipment to my account 3 weeks after I canceled my service. I am being held responsible for a TV cable box when I only had an internet connection and no cable TV and I am also being held responsible for a modem that ceased to work and meant I had to purchase my own modem.
The adding of equipment to my account is nothing short of fraudulent and I have now had at least 6 phone calls with this company in 4 of which I have been told they are going to escalate the problem. My advice, do not go near this company - if you try to get out of the contract they obviously have no qualms about extracting more money from you by whatever means possible. I am disgusted.
IRVING, TEXAS -- I have been a TW customer for years, don't know why I keep putting up with them. I first had my Road Runner Internet service cancelled, lots of problems with that. I've gotten so fed up with my digital home phone I had it turned off and rely on my cell phone exclusively. For the last two weeks my TW cable TV has been on the fritz. My aunt who lives one house down said she was having trouble also. I'd come home from work, see that every channel was snowy and just turn off the TV.
I have called about it a couple of times during the 2 weeks and got a representative who definitely had a different native language than me. I couldn't understand a word they were saying. The last representative I talked to told me my whole neighborhood was having trouble with the signal and that I should ask for a credit. TV was OK at 5:00 am this morning. I called to get a credit and they were going to credit my account $6.00. Ha. I'd go to Verizon but can't afford to take off work to get them to install their system. Oh well.
CHARLOTTE, NORTH CAROLINA -- The hold time, the number of people you hold for, their lack knowledge of services, the over pushing of new (and deceptive priced) services - to name only a few. I inquired about increasing internet speed and in the end they did it anyway and continue to charge for it. I have spent hours of my time try to undo it, but have yet to speak with anyone who knows anything other than "please hold" - then the system recycles through the same routine. Ask to have a supervisor call? They never have yet. They are a cable monopoly in our area.
Already having had home phone service and cable TV through Time Warner for several years, I decided to switch my internet as well for increased savings as a bundle package with a 2-year agreement. It turned out to be a huge mistake. The internet service was intermittent to say the least, but was far too unreliable, I could stay connected on a neighbor's unsecured network easier.
After weeks of complaints to customer service and visits from technicians, I spoke to a retention agent within the 60-day trial period, who begged me to have a technician come out one last time to try to fix it. I agreed, and just like before the technician was unable to make a difference, so I called the retention department back and cancelled the internet the same day. I kept the phone and cable TV service, since I had them before and never had a problem with them; I had not been given any new equipment for the internet service, so there was nothing to return with the cancellation. I should have just resumed month-to-month on the prior services like I had before.
The next bill came out and was still charged for the bundle, but like most people unfamiliar with subscription billing, I didn't instantly assume what I had believed was a reputable company had made a mistake, I could probably get a credit for it on the next bill. The next month I was charged for it again, as I was on auto-bill, and when I called they first informed me that they had no record of my cancellation and that I was bound by a contract now so if I cancelled I would be subject to an early termination fee.
I checked my records and called back, and the next representative even agreed that I had called back to cancel my service that day and was within the 60-day trial, but because I hadn't reported the error within 30 days they would still hold me to that contract. They tried every excuse to keep me in that contract, suggesting that the cancellation wasn't official because I hadn't returned any equipment, even though I never received any equipment.
There were the predictable mishaps of getting disconnected when requesting to speak to a supervisor. I was repeatedly lied to, and finally, I had had enough. I already had a new service provider and wasn't going to continue to pay Time Warner since they never provided me with service anyway, so I cancelled.
The only promise they ever kept was to penalize me with the early termination fee, which I am still disputing. Their customer service reps were reluctant to or not empowered to assist or research any further. I called to request the recordings of all the phone calls I had made that month, yet their customer service reps don't even have access to listen to their own recordings of customer service calls, and instead referred me to a legal department to make that request.
There seem to be no checks and balances in their company to prevent a dishonest retention representative from getting credit for a save by lying to a customer, and even worse, nobody in the company seems to think that's a problem; instead they all appear to support it. All the reps seem to have been trained to deliver fake apologies, like "I'm sorry you feel that way", which is about as apologetic as saying "I'm sorry you're an idiot."
Once their mistake had been pointed out, and they even admitted to it, there is no reason why they should not be able to correct it, unless they were deliberately making mistakes as a means to profit. As far as I'm concerned, Time Warner Cable uses unethical practices to enforce fraudulent contracts, and their policies and procedures are designed to shield those practices.