Time Warner Cable Internet Consumer Reviews - Page 4

We have had high speed internet service with Time Warner Cable for a year and a half. To their credit, the internet speed is BLAZING fast and we honestly do appreciate it. Recently, we came across an issue that involved our modem cutting out approximately 2 to 3 times an hour. Being a former IT Geek myself and grabbing a network guru friend of mine, we spent some time troubleshooting the problem. We were able to rule everything but the modem. The obvious solution was to call the cable company and arrange to have the modem replaced.

I really dislike being on the phone or more truthfully, on hold. Time Warner has a 'Live Chat' option for customer and technical service. I decided to use this format. That is where the trouble began. I used the form to help them determine what department I needed to be referred to and waited for the analyst to log into my session. I decided to begin with a request for a password reset, you know, kill two birds with one stone. Apparently, there was a lot of activity because I had to wait a few minutes for someone to log into my session. Probably a 6 minute wait. I am glad I didn't uninstall solitaire.

After the analyst greeted me and I explained my problem, I was informed that I would need to be 'elevated' to a tier 2 department. This confused me. All I was asking for was a password reset. Why would they need to 'elevate' that? It took a few attempts to make myself understood by the analyst but she finally revealed to me that the department I was in was a general account inquiry department, they didn't have the tools to help me with what I had SPECIFICALLY identified as my problem.

WHAT?!? You're joking, right? You mean Time Warner Cable went to all the trouble of creating a form to 'sort' me into the correct department and it didn't work? FAIL. I am really disappointed in Time Warner Cable, why do I pay such high fees and still have to suffer through poor customer service?

HIGH POINT, NORTH CAROLINA -- I have had Time Warner for 3 yrs. I just recently moved into a house. The house has cable in the three bedrooms going from the junction box, straight into the crawl space and to the corner of each of the three bedrooms. We have our office in the dining room so we needed get Internet in there. I called Time Warner and set up an appointment to do so. On September the 16th the installation man came, drilled the holes and just told my girlfriend (who doesn't know any better) it was all done and left.

I got home that night to see two holes drilled in my siding (neither were sealed, you can see light through them). One with cable and one with phone and they were laid on my lawn from the holes to the junction boxes (about 30-40 ft. of cable) not even up against the house. And he laid it over my air conditioning drain pipe. My first thought was maybe they were going to bury them but that would not work for me. I thought they should be done just as the others.

That next Monday I stopped in to the nearest payment center to discuss the situation. The woman at the desk was very nice and agreed it did not look right (I have a video of it that I showed her). She said the person in charge of installation was not in but would be back in that day and he would give me a call.

It is now Friday. I hadn't heard from anyone so I went back up to the payment center and discussed it with another gentleman at the desk. He said maybe they needed to bury it so I asked if there was a bury scheduled and he said "No". He again said he would let the person in charge of installation know and he will contact me when he gets back in on Sunday. There is no excuse that I can think of for this. I am very confused. Was it supposed to stay like this?

I have been a customer for approximately 5 years. I lived with 3 roommates and we each wrote a check every month for those 5 years. However Time Warner Cable has asserted that I owe them close to $500. In January I requested a print out from the last year (back to Jan 09) so I can see all the payments made and all the charges. It is now August and I have yet to receive these documents. After countless hours spent on the phone with customer service and an admission of guilt on Time Warner's part, I was not offered an apology nor was I offered any compensation.

I am more than happy to pay any amount due, but I need to see that in fact I do owe that money. Time Warner also claimed that they lost a check almost every month. When I questioned which checks they received, they could not provide an answer. They said I needed to get print outs of all the cleared checks and then send them to Time Warner. This is more than an inconvenience, especially when every month we found that all the checks did go through.

I have all the employees names and ID numbers that I spoke to as well as confirmation numbers. I will never use Time Warner again and plan on hiring a lawyer to ensure I will not be paying any extra money they claim I owe. I am disgusted with the customer service and will let as many people know as possible about my experience. They are trying to scam money from customers and when they screw up will not take any responsibility. To this day I have yet to receive the statements of money owed. They have told me at least 5 times they were sent over the last 8 months. I will believe it when I see it. Shame on Time Warner.

BEREA, OHIO -- I have been having off and on issues with lack of internet connectivity/intermittent signals ever since I established my current service with what was then Adelphia Cable in June of 2005. In 2007, Adelphia was taken over by Time Warner Cable in my area. I continued to have off and on problems with lack of internet connectivity. In May of 2010 I decided to switch my AT&T telephone service to Time Warner, so I have all three services (cable TV, internet, and telephone) on one bill. Sadly, since I made the switch, I have had more problems than ever with lack of connectivity, as well as lack of telephone service when the internet is down.

Also, I lose some of my digital and HD channels on the cable TV when the modem signal is intermittent. I had Time Warner technicians out to my house a number of times since. One technician determined that it was an outside line problem (at the main line on the pole) that was causing the intermittent signal to my phone and cable modem. The technician put a new splitter in the basement, cleaned up and tightened all of the connections inside and outside the house, as well as the cable from the house to the pole. Last time the tech was out, my cable modem and phone worked fine... for a little over a week.

Now I'm getting intermittent signals again for most of the day and part of the evening. I am sick and tired of having my phone and internet not working. I'm just glad that I have a prepaid cellphone as a backup, so I can get my messages from my landline.

I am switching my telephone service back over to AT&T in a few days... and I'm also switching my internet service to them as well. I was able to get a package deal from AT&T which will cost me about $60 a month for the internet and the landline. At least AT&T service has been reliable for me in the past, unlike Time Warner Cable. (I will still have my cable TV service with Time Warner, though. I rarely had problems with my cable TV.) How I see it is, AT&T has more experience with telephone service, and Time Warner has more experience with cable TV, so at least I will have reliable service again.

I've been a customer of Comcast (Time Warner) Internet for over 3 years. In the span of those three years, I've encountered very little difficulty with my internet speeds (download and upload) till 5/2/2010. Starting 5/2/10, a routine speed check showed the upload speed 0.2 megs. After not being able to connect to the net for certain periods of time, and intermittent connection, customer service was contacted.

After spending 1.5 hrs on the phone with 3 different CS reps at the Tier 1 level, (and told it was my router causing the problem), I asked for a T2 service rep, who contradicted the Tier 1 level and noted intermittent lag spikes for upload. After much effort and frustration a service was scheduled for 5/5/10 between 11:00 am & 2:00 pm with detailed instructions given, two phone calls were to be made prior to the visit verifying the presence of an "adult". A valid phone number was supplied for the sole purpose of these calls.

Today is 5/5/10. As of 1:30 pm today, one phone call was received with a message left stating the following, "Sorry we missed your visit and are unable to make the service call at this time. Please call back to ** to reschedule at a more convenient time." One call received only notifying me of the cancelled visit. Once again another call to TW useless CS, where I spent 14 minutes on the phone only to be told, the service representative called me the first time at 12:45 pm and the second time @ 1:25 pm.

After being told the problem with upload speed was with my router (which has been contradicted by the Tier 2 CS earlier on 5/2/10); I asked for a supervisor, the CS representative today kept on the line with him for a total 14 minutes to document the call and make notes (keystrokes heard in the background); and only after asking a third time to be transferred to a supervisor was my call transferred to a queue where terminal hold and more waiting.

If I'm able to find comparable service for the same price or more money (yes, I said more money here), I will cancel my account with Time Warner and solicit my neighbors x 42 homes in a subdivision to cancel service with TW. At a minimum of $45.00 per month x 42 homes x 12 months, let's see if the bean counters in corporate America can count higher.

DAYTON, OHIO -- Just another example of a large corporation behaving badly. I called Time Warner to straighten out a increase in billing. After dealing with several support staff and a supervisor, I was promised a credit and installation of the basic cable that was supposed to be part of a bundle that they put in place over a year ago. I never received the basic cable portion that I was entitled to for over a year. To my surprise and outrage, I receive a bill the next month with installation charges and fees that were only partially credited and my rates for service almost doubled.

After talking to billing, an agent stated that she would get it straightened out and promised to reduce my rate to what it was before the mess started and that she would call be back at a specific time the next day. She never called. Three hours later, I call them to spend over an hour on the phone, eventually talking to another supervisor which said they don't know how that I got the rate I was paying in the first place. Imagine that! They did finally credit the installation of the basic cable, and said that there was no special bundle for the services that I have, so I get charged even more that the original billing that I first called about. It is truly amazing.

They said their billing system has no package to get the rate that I had and didn't know how I got it in the first place. Yet, I was magically able to get a bill each month from them. In my view this is just an example of a corporation going beyond behaving badly and they may be in violation of the Federal Honest Services law. So, my advise to anyone considering their services, is to look elsewhere.

As soon as Verizon hits my neighborhood with their FiOS high speed service, I am their new customer. I find it truly amazing that this is the way TWC would treat a customer that has been with them for over 7 years. Be wary of any promises or special offers/packages from TWC, you can bet it's going to cost you a lot more at some point and if you're like me, there will be no satisfactory resolution.

CAUTION - BEWARE - CAUTION. When you purchase the Time Warner (TW) bundle package, buyer beware because you are not locked into the initial agreed price for the entire 24 month period. Time Warner will deceive you by not fully explaining that after the first 13 month they will increase that price, and they can increase it by whatever they want. Even after you prove to them that their verbal contract did not clearly state that there would be an increase, you the consumer are wrong. (Even the TW representative agreed it wasn't clear.)

The TW representative told us we were sent a written contract, which clearly states on the second page, there would be a price increase in 13 months. We honestly did not get this written contract. When we asked for verification of sending this written contract, he stated that we should have received it in a TW welcoming letter one month after we signed up. We keep all, yes all, the information we receive from our utility providers. Guess what, it's not in the file. You see TW doesn't make mistake, they are perfect.

In addition, BUYER BEWARE that when you ask a question or cost from one of TW representatives does not mean that when you talk to the next TW Representative it will be the same or even close. TW representatives will quickly say or imply that you didn't understand what you were being told, or they'll say "I don't know why you were told that". What it comes down to is you, the consumers are dishonest and not trustworthy!

When I repeatedly explained my problem with 6 different TW representatives I was told that I was being difficult to work with, when all I wanted was for them to honor their 24 month bundle service quoted price. Get this, TW will tell you that your conversation may be recorded, but when ask the TW representative to check their recordings of your previous conversation, they can't. WHY!

Also, BUYER BEWARE that when your initial 24 month contract expires, TW will automatically renew your contract for another 24 month. The only notification you will about this will be attached to your monthly bill. Don't try cancelling before you receive this notice, because TW will not or cannot recognize it. Finally, in my ending conversation with TW, I told him that it appears that everything it set to the favor of TW, he replied, "Yep".

In October 2009 I called TW numerous times to get a monthly cost for adding digital phone and internet -- I was already a cable TV customer. Each time I called I was given a different monthly cost for the exact same services. On 10/17/2009 a person named Barb quoted me $121.97 per month taxes included to continue with my current CATV services and to add digital phone (unlimited long distance) and 7.0 MB RoadRunner. The 1st month of digital phone was to be FREE. The price was guaranteed to remain the same for 12 months without any contractual obligations. And the quoted monthly cost was not broken down by each service.

My 1st bill was $170 round figures even though there was no charge for the phone (as promised). I called and reluctantly accepted their explanation and paid the entire bill. I was assured that my next invoice would be for $121.97 total which is the amount I was quoted.

I just received the 2nd invoice and the total monthly charge is listed as $143.52 plus taxes/fees for a total invoice amount of $152.57. This bill included a $1.49 fee for my directory assistance call which was a joke. TW's operators could not find the number requested even though it is a business that has been around for years.

I called to question this 2nd bill and spoke to Amber who said: "Well, I don't know what program you would have been given to get that price etc. Also the price of the DVR increased." Asked Amber how there could be an increase in price when I was told the price was guaranteed not to change for 12 months. She said something like "well, that's what happened." After repeating myself many times Amber said the best she can do for this bill is to take it down to $129.01 and that future bills will be $127.22.

We had one full day when we could not make calls and if we succeeded in getting through on a call we would be disconnected repeatedly. TW did send someone out promptly, but we were told they could not find any problems but that there had been problems in our neighborhood in general. We still to this day have trouble getting a dial tone. I have not called about this again because it isn't a continuous problem, but I can say that digital phone is definitely not reliable, at least not through TW.

As far as I am concerned TW's advertising is deceptive, they are dishonest, and definitely do not adhere to their price commitments and guarantees. Amber to whom I spoke today was not at all concerned about my total dissatisfaction. There must be an agency that investigates companies like this and holds them accountable to their customers. If anyone out there knows the best way for us to pursue our complaint about this company I'd like to know. In the meantime, we will definitely be talking to Verizon again.

I work from home so I use the internet every day. Almost daily the internet goes out for anywhere between 10 and 90 minutes. I have had 3 different technicians out here and they cannot seem to solve the problem. They've given new modems, we've purchased a new router, & they had us re-wire everything twice. Now they are saying the problem is the outside wires.

They are horribly backed up because lots of people have problems with their service. You have to wait 3 weeks to get an appointment. Sometimes they will call you before your scheduled service date because of other cancellations and they will try to come spur of the moment. Sounds good, right? Well, that happened to us...we had an appointment for today (August 10) scheduled but they called us on the 4th and tried to come that day. We said yes, PLEASE and they said a tech would come between 4-6pm so we postponed our dinner plans to wait for the tech and he never showed up.

He called at 7:15 and said he was on his way and we had to turn him away because we were on our way to dinner and had already waited 3 hours for him. Well, turns out that that apparently CANCELED our appointment for today (Aug 10th)...that is TOTAL crap!!! They didn't tell me it was canceled so I was waiting for them from 8-12 today, which is the window they give, and they never showed up. Now we have to wait until Aug 21 to get help.

I am so fed up. This company is horrible. They do have decent customer service if you call in but the appointment scheduling is messy and the technicians can't seem to fix our problem. They don't have any sympathy. I have wasted so much time on the phone with them. I have missed deadlines at work because the internet has gone out at critical times. They are literally costing me money. I am looking to switch to another company. Stay away from Time Warner!