Time Warner Cable Internet Consumer Reviews - Page 5

MARBLEHEAD, OHIO -- I'll start out with a positive and say I never had any trouble with the actual service I was being offered. I always got my bills paid on time and the internet never failed me. However, the customer service did on MULTIPLE occasions. First I dealt with about 10 different phone calls to the company trying to resolve a mysterious $250 charge on my initial bill. I was told over and over it was being taken care of, or had been resolved. NOT. I literally called them about 10 times and every time I hung up I thought the problem was over, but it wasn't. I would still go to my bill online and see that somehow I owed $250. At one point they even ADDED a charge instead of deleting it.

Finally I had this problem fixed, but what bothers me most is the lack of cohesiveness in the company. I received different information every time I called. One person would say I had to talk to a manager and that they would call me back (never got that phone call). The next would say "oh no problem I can fix that right now" (they screwed that up). Until I finally told them I was so unsatisfied and upset at their service that I got instant clearing up of my bill (amazing isn't it).

Now luckily I have moved away from TWC service area, but somehow I'm still dealing with them. I canceled my service in October 2008 because I was moving. It is now March 2009 and I haven't received my refund check. I've emailed them at least 5 times trying to get my refund check, but still nothing. Every time they assure me I will get my refund in 4-6 weeks. Here I am, 5 months later with no refund check.

I have never been so frustrated and unsatisfied with a company in my entire life. The training of their reps must be severely lacking as they are not very good at providing service. It baffles me that I would get so many different responses during several different attempts to contact their service. I wouldn't use TWC again if you paid me. I'd rather have no internet at all than go through the hell I experienced with this company.

TORRANCE, CALIFORNIA -- I ordered the bundle package. When I ordered I told them that I was in a new home and had no telephone. I told the sales rep to have the technician call me on my cell so that I could come to the gate to let him in. Well, the call that I received on my cell was sorry that we missed you.

So, I immediately called TWC and was on hold for 20 minutes that I would have to wait until 7 pm. I was like "wait, your technician did not follow the work order and I have to wait all day?" The CSR said, "Yes, mam that is our procedure." Then I was given the supervisor and had to wait another 20 minutes. He told me the same thing. So, I waited all day and again at 4:30 I had a call, "sorry that we missed you." So, I called back TWC and was on hold until 5:15. No kidding!!

The supervisor told me that I would have to be reschedule for Friday, which was 4 days away. Okay, their technician messed up and I have to be on hold for hours and have to wait 4 days. And yes, I was read from a script. I cancelled the entire order and am going with AT&T bundle packaged order which is a bit cheaper.

I was so frustrated and have not been that mad in years. Why should I have to pay for this service when they can't even treat me like a person? The scripts are unbearable to listen to. Their procedures are not personable. If I was the supervisor, I would have been our here myself installing the darn cable. What is happening with corporate America? I was listening to the radio and it said that Americans are leaving this country for happiness. We need our ma and pa stores back.

EL PASO, TEXAS -- I absolutely hate Time Warner Cable! Unfortunately living in a hole like El Paso you don't have much of a choice. TWC is constantly having issues with everything, you have to call them almost every month. Customer Service is beyond terrible. Rude uneducated Mexicans that barely speak English (I think I got an Indian today, so I'm guessing TWC started outsourcing to Mumbai.). Every time I have to call there I prepare myself for a stressful conversation.

Racist... not racist. If you live in America or you want to work for an American company you need to be educated and you need to speak English. We're not in India, we're not in Mexico. Think it's racist? Nobody is asking you to stay here. I don't call customer service to get a person that tries to read instructions in English off of a sheet of paper! "Have you tried to restart your computer?" Are you serious?!

Not just that TWC techs decide when they want to show up for themselves. "Hmmm... 9am appointment? Nahh I'm going to sleep in and say nobody was home." That's what they do! I took time off work today just to wait for their stupid tech to show up and when he didn't I knew that if I call them they'd tell me that somehow I missed him (I've heard my friends getting same excuse from them millions of times).

And I was right. They were telling me that he showed up and I wasn't home! Some person that can't even pronounce my first name is trying to tell me that it's my problem their technician is a lazy ass and didn't show up! I need to reschedule and wait for 2 more weeks.

And how about them refusing to put their supervisor on the phone? WTF?! I'm actually surprised TWC is not drowning in lawsuits (including EEO) and still exists! Oooh also if you get any service at the end of the month (like 29th, 30th, 31st) they will charge you for the whole month. They might also charge you some weird amount just for kicks and giggles and forget about proving them wrong it's pointless, they will never give you a refund or anything. It's safer for you and your health to just go with it.

PORTSMOUTH, OHIO -- This is the worst experience I have ever had getting any kind of service installed. The bottom line I feel is time warner has such a large customer base. They couldn't care less for good customer service. It was my impression. They really didn't care if I used them or not.

my first scheduled appointment was a no show by the tech. My first call to time warner got me bounced around a few times and finally a new customer service number was given to me. Then I was told my install was rescheduled from that wed to the following monday. I was giving no reason for the reschedule.

i called back about 20 minutes later and was told it wasn't rescheduled and that I was not home and my phone number was no good (keep in mind I was talking to them on the phone duh.)... I had no service tag left on my door and I and my mother were home for the appointment getting up at 7 am for the install. After burning up an hour on the phone I am told my install will now be the following monday.

guess what happens next... You got it another no show on monday and again I was told on the phone that I had canceled the order. When I called back a second time after cooling down from aggravation I was told that I again had canceled the install and it was re scheduled for the following fri. I demanded several times to talk to a manager or supervisor and every time I was basically left on hold until I had to hang up. All said and done this day I had well over an hour trying to talk to someone who could help me. Only to get my cell phone minutes burned up and no satisfaction.

now wed comes along and an unexpected installer showed up. After a few hours, 3 service trucks and a supervisor on site I got connected only to lose my service less than 20 minutes after connection... Way to go time warner. Oh and my connection speed is only about half of what I was told to expect, and I was instantly slammed with spam over the windows messenger service.

EL PASO, TEXAS -- I've had Time Warner Cable for almost 2 years. I've had a few problems with them but for the most part things have been OK. Well that was until December. In December I went ahead and upgraded my internet to their Turbo. I was told that the upgrade would be $10 more than what I was paying at the time. So I go ahead and take advantage of what I think is an awesome deal. So when I receive a $500+, I'm a little bit confused especially since my bill is usually only $160. So I call in, thinking someone can help me, big mistake on my part.

I call in and I'm on hold for a good half an hour. Then when I FINALLY get to talk to someone she can't seem to get it through her head that my bill is WAY too high and I don't know why. After explaining to her several times that I upgraded my internet, not knowing I would be taken off of a package plan, she finally kind of got it. She told me that when I upgraded my internet I got taken off of a package and I was prorated for all my services. I explained to her that I was not informed I would be taken off of a package or that everything would be prorated when I was. She informed me that I didn't need to be told and that the charges would stand.

Now correct me if I'm wrong but isn't the customer always right? Not only that but getting an attitude with me when your staff is incompetent doesn't make me want to be a loyal customer. It would be one thing if someone could explain to me what happened, if the individual I talked to was actually helpful but she wasn't and on top of that she was rude. Now I'm stuck with a $500+ because Time Warner doesn't want to work with me. If it weren't for the fact that there aren't that many options in El Paso for cable/internet/phone companies, I'd cancel my account. Anyway, I don't recommend getting TWC. Unless of course you like being overcharged and no one likes that.

NEW YORK -- I am sick of Time Warner cable. I had trouble with them since the beginning. We went through at least three DVR boxes before we got one that worked right. My upper channels weren't coming in right. The box would shut itself off and reboot. Once when we were getting one of the boxes installed it wasn't working right so somebody came out again. Somebody didn't fully hook it up right at the pole. Now, We fell back in our payment. We were going to get shut off by the 20th of January if we didn't make the payment. We had the full amount owed and went and paid it right at the store. We had it paid on time.

Today January 22 and at 12:30 a.m. our cable was shut off. I have been trying to get a hold of them since then to try to talk to somebody. It is now quarter after 2 in the morning and I am still fighting to get a hold of them. Every time I call the phone hangs up. It has to be somebody on their end hanging up being childish and ignorant. They are not busy this early in the morning. And even if they were I'd get a message or a busy signal. I am getting very close to canceling my service and going through somebody else. I'm not playing games.

This company isn't worth it. There's other better companies out there that treat their customers better. With more respect. How do they expect to keep customers when they treat people like that? The phone rings once or twice then hangs up. They know it's me because right when I call they say my account information. They're doing it so they won't hear us complaining about it. Even my fiance called from his phone. After he put in the information it did the same thing to him. I am very frustrated with them. I tried to e-mail them but it asked about the server and stuff like that. I have no idea.

We still have regular cable and the net but they shut off the box. Yeah, it's a holiday but it was still paid when they said to pay it. That's not my problem. This keeps up, I'll be looking into other companies in my area. HELLO SATELLITE DISH!

VIDOR, TEXAS -- I am the IT guy at a small business. We began having Internet problems a few weeks ago. It was almost impossible to get through to tech support but I finally did, and eventually got someone to say they would send a tech out "right away". About six hours later I called back and they informed me that they were based "outside of the area" and that they had sent a notice to the local branch. They then informed me that it would be 24-48 hours. About an hour later the local office called and set up an appointment for the next morning.

The next morning, a tech came out and checked the cable. It had a nick in it so he cut it back about three feet and re-terminated it. That seemed to take care of the problem, but I was doubtful. Sure enough, about twenty minutes later we lost connection. I called the local office and asked for a new modem "right away". They said they would get one out there "asap".

When the same tech showed (he's actually a really good tech) up about three hours later, he didn't have a modem. In fact, I found out that he is not a commercial tech. He only does residential stuff, but since they were shorthanded he got the call. He went back to the office after verifying the cable was okay and brought out a new modem. Fifteen minutes later, he had it hooked up and ready to go. We had a fast connection and everything seemed fine. The only problem was that I had to switch our router to use a dynamic IP instead of a static. We can't do this because we have people dial in to our network.

So today, I called tech support and eventually found out that they hadn't set up our modem to use a static IP like they were supposed to. After talking to about four or five people, who promised I would eventually talk to the right person, I was hung up on. Now, I'm trying to call back but all I get is the popular "all of our agents are servicing other customers". Talk about a real pain. Fortunately I got the "OK" to get a T1 connection. Can't wait to get rid of cable...

SAN ANTONIO, TEXAS -- Just got off the phone with one of your techs. He told me the same thing that I have been told many times before - Low levels on both the modem and cable box. This has been an ongoing problem for over a year! Your service techs should have fixed this a long, long time ago! We have cable that stutters and pixelates... and a digital phone that breaks up. We can't hold a decent conversation on the phone OR watch a movie (or pay-per-view) without disruptions in picture or sound! I also suspect that my roadrunner speeds are suffering.

We currently have a tech scheduled to come out AGAIN to look at our hook-up and such on Wednesday - between noon and 4PM. We have had the modem switched out and the cable box switched out. Still without any resolution of the problem! Rebooting the box solves nothing. I work with cables and comm systems. I suspect that the problem is outside of this apartment.... ie: the cable that runs between our apartment and the junction box, the junction box or some point beyond the junction box. If a cable section needs replacing - Why won't you do this?

I would like a resolution of this problem - This time! If not, I will switch providers and file a complaint with the Better Business Bureau. I am also sure that KENS 5 would love this story! We were going to watch the premier of "Snakes on a Plane" on HBO tonight, but the quality was so bad that we dug out the DVD and watched it - reliably - No Skipping & No Stuttering!!

Questions and/or comments may be sent to my e-mail box or to my telephone number. You are on the verge of losing a long-time customer!

LOS ANGELES, CALIFORNIA -- I have been trying to upgrade my Road Runner Cable service with Time Warner Cable for the last 3 days, with no luck. Here I am banging on the company's door offering to give them more money per month and use more of their services and Time Warner couldn't care less.

12/27/2006: Called their 888-892-2253 line and waited on hold for 34+ minutes to talk to someone. I gave up! 12/28/2006: Again, called their 888-892-2253 line and waited on hold for 27+ minutes to talk to someone. I again gave up! 12/29/2006: Called for the 3rd time their 888-892-2253 line. This time (after being notified that a certain boxing match should be ordered via the remote) after waiting for about 5 minutes, the message "We are experiencing a high volume of calls, please try your call later." came on, and the system HANGED UP on me.

1/2/2007: Called for the 4th time their 888-892-2253 line. Surprisingly enough representative "€œBrian" came on the line within 5 minutes. He asked me for my phone number and address. After complimenting the company for letting me talk to a live person so quickly and asking him about upgrading to RR Extreme, without any warning he placed me back on hold and I found myself back in line listening to their cheesy music and messages and waiting to talk to someone. He basically hanged up on our call and shoved me back in the waiting loop. After waiting another 35+ minutes, I gave up.

This saga is becoming more and more ridiculous and comical every time I try to get in touch with this company. 1/2/2007 PM: Called for a 5th time. Placed on hold for 27+ minutes. While crappy music and idiotic promotion messages were playing, heard a click and the system simply HANGED UP on me yet again! This company is one of the worst I have ever used. They are completely incompetent when it comes to not only helping customers, but also are actively turning business away from existing customers. Management and senior executive teams should be fired on the spot! This is NOT how you're supposed to run a company!

In this day and age to see this level of idiocy and carelessness with regards to customer service it's downright criminal. If you own stock in this garbage company I suggest you get out now. They will not survive much longer once real competition arrives in the digital cable/TV and Internet access world.

EL PASO, TEXAS -- I am paying for 20mbps download speeds. That's all. Just some decent internet. If you could just give me 16 or so reliably, that's all I ask. Instead, Time Warner, instead, you can barely give me 2mbps download speed, and even that isn't reliable! Frequently dropping to. 5, .8, .2, oh we're up to 3mbps now... Hey did it just spike up to 14?? That's great... oh its back down to 1.3 now. Fantastic. Why Time Warner? Why?

How many times do I have to call your customer service? They're very nice over the phone by the way. But I still don't want to talk to them. I just want to surf the internet. How many times do I have to have a tech over? Why do I suddenly get that 20mbps download speed I pay for for an hour or so after the tech leaves, only for it to drop back to it's normal abysmally depressing speeds?

If I wanted dial up I would get dial up Time Warner. You don't understand Time Warner. You're the only option I have. I can't even get Comcast where I live. Why can't we just be friends? 20mbps Time Warner. That's all I want. I'll even take 15, even for a few hours at a time. That's all I ask. I beseech you Time Warner Cable. I give you money. I give you money every month. Why can't you give me internet?