Time Warner Cable Consumer Reviews - Page 2

WAUKESHA, WISCONSIN -- One of the worst service providers especially when it comes to phone service. So while using landline hand set there is so much of static, disconnections and time lapse while calling international. Most of the time the call won't go through at all.
They DO NOT have an access number to use while calling from a mobile phone so you have to have a smartphone and their Phone 2 GO app. Another DISASTER. This app doesn't connect and work more often that not. Once in a while when it does, the phone call will have the same issue as it would be while calling from landline hand set. If you call them for help, first thing they would do is reset the modem which won't help. For the app issues they ask you to uninstall and reinstall the app. Horrible service and customer care experience. STRONGLY RECOMMEND YOU TO NOT USE THEM. GHOSTLY NIGHTMAIRE.

LAGRANGE, KENTUCKY -- 6 months ago, TWC representative promised us a $150 gift card for upgrading our service. I thought wow! It was to be sent within 90 days, after said 90 days I called to check on the status. You guessed it, no one had heard of this. The representative promised she would call me back as soon as she got it straightened out. 3 months later still no call! I called again yesterday, and again had to recant the entire ordeal with yet another representative. To which left me on hold for 20 mins!

When he finally got back on the line he stated that he had reviewed the notes and could see where we were to get the Visa card in the value of $150 but he couldn't authorize it. He would have to transfer me to a supervisor. I had no time to be put on hold for another half hour, so they where to call me back. You guessed it no call back! AT&T U-verse is looking better each day. DONE with TWC. They aren't honest, and customer service is horrible!

ANAHEIM, CALIFORNIA -- I had received a flier from Time Warner Cable (TWC) regarding their latest offer of $89.99 for TV, Internet & Home Phone services. When I spoke with their representative Mr. **, he took my full address details and checked about all the TV channels that my family was interested to watch. Other than their standard package, I had requested for an International channel package, which according to him will additionally cost us $39.99 per month. This should add up my total to $129.98 before taxes.

Instead of that, he added some multiple things like two set up boxes, broadcast fees, DVR rental etc., which normally should be built in a standard package, and brought up my total to $181.50 before taxes. This is just a rip off and no special offer or an incentive to switch over to TWC. Such offers should be screened by consumer courts before they are sent out as they are grossly misleading. I never expected this from a company of the stature of TWC. I was more disappointed when Mr. ** never showed any eagerness to have me as his customer and negotiate on any charges. This was not at all very welcoming. I am highly disappointed.

ERIE, PENNSYLVANIA -- My Mom has had TWC for yrs. - we've requested a 'vaca stop' for several yrs., but due to ill health this time we've had to extend our vaca stoppage. Now they are charging an excessive amt. ($150) to reinstall (?) & tell me that they will not extend the stoppage to longer than 6 mon. even after a TWC agent said they would. They will not honor & I have had to pay the amt. even after being told by TWC agent that it was OK to extend. The TWC even sent the bill to a 'collection agency'! Is this the way to do business in PA - the state w/ so many retirement age people??? in & out of hospitals???

No competition here so I guess they have 'conquered the market'.... Do you want them in your state? I paid the bill, but you can be sure just as soon as we are able we will cancel the service contract, & they will lose another long time paying customer in PA. Will they have remorse? I doubt it! All they want is 'da $$$'.... who cares that the channels are full of smut and re-runs!

ARUNDEL, MAINE -- The absolute worst customer service I have ever dealt with hands down!!! I get the same answer when I call every month with an issue on my bill that appears out of nowhere somehow every month??? "I don't know that's the way the computer does it." Hey Time Warner get some human beings to work your billing if the stupid computer can't get it right. My bill is supposed to be $112.00 - $115.00 a month and I get a bill for double that every month??? So if I were to pay what they bill me every month, let's say $230.00. If I were to pay that every month for 6 months I would have paid for 12 months of service right? Wrong...

If I were to move after paying that amount for 6 months you'd think I'd be getting a refund for 6 months of service I paid for and didn't use??? Wrong... It's happened to me. I paid $300.00 a month for 7 months of service which is $2100.00 and ended up having to move. I called and argued with them every single month and got the same answer "I don't know. That's just how the computer does it." My bill was supposed to be $150.00 a month so I should have been refunded at least $1000.00 and I never got even a whiff of a single dollar??? This company is such a rip off and the FCC and FTC and who knows what other government organizations let them get away with it?

NEW YORK -- TWC is the worst provider of cable and internet I have ever subscribed to. If I did not live in an apartment building where this provider was the only option, I would have switched months ago. Every week there seems to be a problem with the cable, internet or better yet, both. When you call to try and see what the issue is and how it can be resolved, the representatives are rarely able to help.

It seems that a large portion as to why they are unable to provide any guidance is due to the fact that they are given minimal information. The company puts the representatives behind the 8-ball from the get-go with the deplorable communication and mismanagement. There appears to be zero communication or importance placed on customer service within this company. If you decide to use this company as your cable and Internet provider be prepared to experience several "outages" for lengthy amounts of time. Absolutely disgusted with this company...

DESOTO, TEXAS -- I am beyond disappointed in their customer service. There is not enough time or room here to detail my experience. I am literally in tears when I call Time Warner. They bill you for more than they advertise and sign you up for. My bill went from 65 to 137. When I call, I try to be nice and respectful but get put on hold only for no one to ever answer.

Their commercial is extremely misleading. None of their services or packages start at 14.99. I moved into my apartment and because of the deal they get, my only choice was DirecTV or Time Warner Cable. They are beyond expensive and their systems aren't as smooth as AT&T.

COLUMBIA, SOUTH CAROLINA -- I decided to cancel Time Warner and try U-verse. I took the boxes to the store front and was told I had to call to cancel. I called that same day, was told that my billing was a month ahead and watch for my final bill. My bill went from $169 to the $400s the next day. Called back and was told I couldn't cancel because my number had to be ported and I would lose my number to cancel it too soon. I told them that I was on the number and please cancel my service.

One hour and 3 minutes later my service still was not canceled. I then received a new bill with a balance in the $600s that included a late fee for not paying the bill. After going around a few times I still did not get the bill resolved and I'm hoping the service is canceled. Still trying to resolve after exactly 30 days. In the process of being jerked, they tried to question what I needed to stay. I have most of my friends and family on Time Warner but with this service and deceptive practice, I'll become the new face for U-verse.

COLUMBIA, SOUTH CAROLINA -- After AT&T finally p*ssed me off for the last time I decided it was time to change providers. I called Time Warner Cable the first of August and asked about how much basic TV and Roadrunner turbo it cost me. The woman over the phone told me it would cost me $72.66 a month. The woman took my personal information street address, social security number, that kind of stuff and, told me how would I like to pay for that over the phone or in person. I told her I would like to do it in person so I can pick up the equipment, she said no problem. After that it was about 12 o'clock we both hung up and I went out to eat with family.

It was 2:58 when I get up front at Time Warner Cable to talk to a person about getting the service and everything. The woman over the counter said that she saw everything was set up and all I would have to do is pay my first month for the service in advance and a deposit. I told her I talked to a woman over the phone and she said nothing about the deposit. The woman over the counter replied with they couldn't check my credit because I have none and that there would be a $50 deposit up front with the first service in advance, so the $72 became $123 before they would establish my service.

I paid it and she gave me the modem for the internet. Now that's when I asked her when would it be turned on and she replied later on today if not Friday. She said for more accurate time description I would need to call the 1866 number and ask for more details. I got home and hooked up the internet modem and hooked up all my TVs and nothing was working. I called Time Warner Cable and they told me that there's a service appointment set up for Friday at 5 o'clock. I told the man over the phone thank you and have a good day. He told me the same and then we hung up.

I was home all day Friday and no one came out to my house. I called Time Warner back and I was told that there was no appointment for Friday that I would have to schedule one for Monday. I said okay now I got to go all weekend without any service, what a drag. I setup a service appointment for Monday and the woman over the phone to be an all day thing from 7 a.m. till 10 p.m. And that the service technician could drop by anytime in between those two times, I said wow very accurate timing. Everything was set so we part our goodbyes and we hung up.

Was home all day Monday again no one came out to my house, shocking. I called Time Warner right before the calling center closed they told me I was still within the appointment time and can a rudely asked me not to call until tomorrow. I called Time Warner Cable Tuesday and they tell me the service appointment was set up for 11 to 12 that Tuesday, and they told me that no service appointment existed for Monday. I was just flat-out confused.

Around 11 o'clock there is a white Ford F 150 parked beside the utility pole across the street from my house at the neighbor's house. The truck had bags of potting soil in the back and a trailer attached with a large ladder in the trailer. He climbs the pole messed around with something for about 15 minutes got his ladder put it up and then left. My service still wasn't working.

Wednesday nothing else happened. The pole for the cable is in my backyard and no one touched it and my service still wasn't working so I called Time Warner back. The woman over the phone didn't tell me that could have been the cable man to hook up the service but she said that she didn't know for sure and in fact a service technician did report that he did hook up my cable but it wasn't. I told the woman over the phone I was getting pretty upset about this that she said that she scheduled appointment for tomorrow in between 11 and 12 for Thursday.

She told me that that was the earliest appointment I could get on Thursday and I told her that it would have been exactly one week that I paid over $100 for the service that I'm not getting. She apologized, we both said goodbye I hung up and wait until Thursday. Boy was I mad. The technician called directly at 11 and said is around the corner and we'll be there in about 10 minutes. Well he showed up 30 minutes later. I told him what happened about the other guy across the street he said he didn't know either.

In my backyard he'd looked at the pole and told me it wasn't hooked up, I told him it wasn't hooked up. He climbs the pole and 60 seconds later all the TVs started working and the internet started working too. He asked me did I have any other problems and I told him no. I got the internet registered and it was working completely and so he left.

Time Warner Cable also informed me that I paid for service days I didn't get and there's nothing that they were going to do about it. That was a weeks worth of service I paid for down the drain and on top of it they charged me $50 for the service call to come to hook up my service that was supposed to be done right the first time. Right now I haven't brought that to their attention so it's still on my bill. If they decide to remove it or not I'll make sure to update this to let you know what happens.

Other than paying for service for a week that I didn't get, getting the runaround, lies and other stuff I have to say just watch with the sign up with these guys. Now that the service has been turned on I've been using it for a couple days and TV fine the internet is blazing fast and I think I'm paying a pretty good price so I'm happy for now. P.S Time Warner Cable Informed me if I left that my $123 for not be refunded it would go to a credit towards my bill First. A bill that I never got. But what Time Warner Cable is trying to tell me about my $123 that they would keep it even know I left and never had any service.

Update 8/28/13 2:32 pm. Today Time Warner Cable has charge me $45 extra to install internet which they didn't and charged me an extra $30 for an "Easy Connect" follow up fee. I don't understand those two charges, but, together they add up to a whole month of service and I was told by representatives that they were first time customer charges and there are no way out of them.

I've already paid them a $123 in advance and now they're demanding $147 has my first bill. I don't know what these people are up to, but they're just downright CRAZY! Also another thing is driving me wild they're charging me full price for my turbo internet. No promotional pricing nothing. This is how they treat new customers. Now I see why they only lose them.

I don't even have enough to pay the $72 myself my brother pays half of it and I pay the other half and together we can't pay $147.62. Well then again it should have been a red flag that everyone in my neighborhood has AT&T U verse I'm the only one with Time Warner and now I know why. The Internet is still fast the TV still reliable no issues but it's just too much start up fees. They are just trying to rip you off. Once again I'm going to attempt to call them and ask them to remove those two fees or lose me as a customer.

Update September 9th 2013. Today I finally had those 2 charges for installation removed off my bill. After I called Time Warner Cable and talk to the first employee who was very rude to me. He told me that there was no way out of the two charges. He refused to listen to me and I told him about my story about the first technician not showing up, and the second technician did what the first technician should have done in the first place.

And he told me that the $45 fee was for someone to physically come out into my house and hook up my modem themselves, and that the $30 follow-up connect is where I hook it up myself but didn't do it right and they have to send somebody out to do it right. But that's two charges shouldn't be together. It was so called hooked up by a professional then why was I charged because I didn't hook it up right, that's what I didn't understand.

He was being so rude to me and wouldn't listen to me then I ask to speak to his manager. I had asked four times before I finally got transferred. Once I got his manager listen to me for about the first minute and then told me he would remove the charges on there was no battle or arguing with his manager. He just remove the charges right off my bill. I've already paid my bill for this month switch with $68.50 for some reason. I have everything on.

I'm happy everything was resolved and I can continue being a Time Warner customer, but I would have been even happier if none of this ever started. In the near future I plan to buy my own cable modem and save $7 a month of the finance fees that they charge for their modem. I will post information to let you know how that goes, and I plan on downgrading my internet from turbo to standard. I'll let you know how that goes too. For Now I'm happy with the service and I'm happy with the price.

UTICA, NEW YORK -- This is a transcript of the chat session I had with TWC when I tried to obtain digital adapters for my TVs per their letter I received in the mail the same day:

User Michael_ has entered room

Analyst Karen has entered room

Karen>
Thanks for contacting TWC Ordering Service home of the best Triple Play offer. What service can I set up for you today?

Michael_>
Trying to get two digital adapters per letter I received in the mail today. After going online to do this, I got a popup saying digital adapters aren't available for my account.

Karen>
I understand your concern.

Karen>
Ordering the tuning adapter is available with our customer care department.

Karen>
In any case of disconnection while transferring this chat session, please have their phone number for your reference 207-253-2222

Karen>
Will there be anything else I can assist you with?

Michael_>
No, that should do it. Thanks

Karen>
Thank you for contacting Time Warner Cable Online Ordering Service. Have a great day!

Karen>Please wait, while the problem is escalated to another analyst

Analyst Paola has entered room

Analyst Karen has left room

Paola>
Thank you for contacting Time Warner Cable, Home of the Best triple play offer. My name is Paola how can I help you today?

Michael_>
Trying to get two digital adapters per letter I received in the mail today. After going online to do this, I got a popup saying digital adapters aren't available for my account.

Paola>
I would be more than happy to assist you, but you have reached the Ecommerce Sales chat. Please let me transfer you to customer care.

Michael_>
Great, can't wait to get the email transcript of this chat session.

Michael_>
I've been chatting now for about 15 minutes, and still haven't gotten the right person for the job.

Paola>
Yeah, I understand but I can not help you with that Sir. Please let me transfer you. One moment please

Paola>
Also, I can provide you with a phone number that you can call Sir,

Paola>
8772801227

Michael_>
Sure, then I can hold another 15 minutes...thanks

Paola>
Your welcome

Paola>Please wait, while the problem is escalated to another analyst

Analyst Paola has left room

Analyst Pamela has entered room

Pamela>
Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Pamela. Please give me a moment while I access your account.

Pamela>
Hi! Mr. Joynt, how are you doing today?

Michael_>
Trying to get two digital adapters per letter I received in the mail today. After going online to do this, I got a popup saying digital adapters aren't available for my account.

Pamela>
As I see that, you have been transfer to the East NYC department and hence, I do not have the access to your account.

Pamela>
I apologize for this, but I need to escalate this chat to the appropriate department.

Pamela>
Please stay connected, while I escalate your chat to the appropriate department.

Michael_>
You're the fourth person I've been forwarded to. What is the problem there!!??

Pamela>Please wait, while the problem is escalated to another analyst

Analyst Jasper has entered room

Jasper>
Thank you for contacting Time Warner Cable. At the end of our chat you will be given the option of taking a brief survey. My name is Jasper. Please give me a moment while I access your account.

Jasper>
Hello!!

Jasper>
Thank you for waiting.

Jasper>
How are you?

Analyst Pamela has left room

Michael_>
No too good.

Jasper>
Okay.

Jasper>
How may I assist you?

Michael_>
You're my fifth Time Warner chatter. Trying to get two digital adapters per letter I received in the mail today. After going online to do this, I got a popup saying digital adapters aren't available for my account.

Jasper>
Okay.

Jasper>
I will try my best to resolve your issue.

Jasper>
I have checked your account.

Michael_>
Good.

Jasper>
What precise message you have got in your email.

Jasper>
Please copy paste it here.

Michael_>
As stated before, "I received in the mail today." Not email, MAIL. I can't copy and paste US Postal Service mail.

Jasper>
Alright.

Michael_>
The mail from Time Warner states that some channels are being moved to digital only, and to receive these channels without a box I will need digital adapters. That's why I am in this chat session.

Jasper>
Honestly, I don't have adapters information.

Jasper>
In this case, you have to contact to our Local office they will take care of this they are the dedicated team who take care of this.

Jasper>
I will provide you the contact details.

Michael_>
Why does Time Warner send out mail with a procedure that doesn't work? If you are trying to frustrate your customers, and drive them to Direct TV - you are succeeding. GOODBYE.