Time Warner Cable Corporate Office - Corporate Offices & Headquarters

Time Warner Cable Corporate Office

Time Warner Cable Corporate Office Address

Time Warner Cable Inc.
60 Columbus Circle
New York, NY 10023

Contact Time Warner Cable

Phone Number: (212) 364-8200
Fax Number: (203) 328-0604
Website: http://www.timewarnercable.com
Email: Email Time Warner Cable

Executives

CEO: Glenn A. Britt
CFO: Irene M. Esteves
COO: Robert D. Marcus

Time Warner Cable History

Time Warner Cable was formed in 1989 when Warner Cable and the American Television and Communication Corporation (owned by Time Inc) merged.

In 1995, the company launched the Southern Tier Online Community which is today known as Roadrunner High Speed Online.  Paragon Cable was also acquired in ’95.

In 2006, they company acquired Adelphia.

In 2009, Time Warner spun off Time Warner Cable (TWC) as an independent company.

In 2011, the company acquired Insight Communications.

Time Warner Cable currently operates in 28 states and has over 15 million subscribers.

{ 487 comments… read them below or add one }

Cynthia Paris July 24, 2016 at 4:34 pm

I don’t appreciate your employee telling me that I am wrong. I don’t care what your equipment shows in NY. My internet is constantly going offline. It went offline while I was messaging him but his equipment showed I was still online. Well, I wasn’t! I had to wait for the router to bring me back online but since his equipment said differently, apparently there is no problem. I want it fixed but he said there is NO problem. Well, guess what? There is a problem. If I am going to pay for internet service, I’d like internet service! Maybe you should retrain your customer service reps to NOT call people liars even if it was in nice terms! And fix what is broken!!!!!!!!!! I’m sure you’ll just ignore me since all you care about is money. Prove me wrong!

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Mildred Savage July 27, 2016 at 11:39 am

Time Warner Cable has been my cable carrier for the last 10 years. The last two years I experienced many issues. I have contacted Time Warner telling them my service connection was poor the signal was not strong enough to load cable. I called and called until I demanded a technician to come out to my home. The technician found that my neighbor was stealing cable this was the first time. The technician cut the wires down months later I was having the same issue so I called back again another service technician came out to let me know the same thing my neighbor was stealing cable this is the second time.I noticed my signal was really weak and the tv said it was not connected I called into Time Warner asking to have someone check why I was receiving poor service again. I explained to customer care representative that my neighbor was the culprit the last two times. The customer care representative assured me that by adding high speed internet my bill would be $110 a month.My bill says different $122.02. The technician comes out Friday July 22,2016. When the Technician arrives he checks the pole to see if my neighbor was the reason my signal was so weak causing it to go in and out. To my surprise it was not my neighbor although the service technician before him left loose cable on pole that alarmed the technician to call a supervisor to have someone come out right away. No one has showed up. The technician looked on the back of my home and said the way the cable was installed was not correct there was 6 lines I was not receiving the full strength this also added to my long going issue of poor service. The technician added a amp to the back of my home to boost the signal level. The technician said the two previous people should have known this. The technician proceeded to drill through my home to run the line. Later that night once the technician was gone my central was not working. I did not have central air from the time he left Friday until Monday when I called a Heating and Cooling company To find that the technician had drilled through my copper lining causing it to stop working. I contacted Time Warner customer care locally to let them know. I also contacted the corporate office to ask for compensation off my bill for poor service. I talked with Laura a investigator advocate who did not read thoroughly the e mail I sent to her prior. Laura explained I will not get any compensation for poor service. I would like a executive to contact me. This is wrong. What would Robert D Marcus think about poor customer service and poor quality of work. I am out done.Destiny a customer service advocate apologized yet assured me not to continue this matter further. How would you feel if this were you? I have requested to have this matter escalated to some one who can assist me further.

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troy rezendes July 15, 2016 at 4:09 pm

Tried to down grade my service I cannot afford the prices anymore and you guys keep giving me the run around about cancelling my service trying to upgrade and give me a better deal, your are so rude I cannot afford it all,you have been stealing from me long enough,and no one I have spoken to 4 people trying to downgrade only to have the all try and screw me and not one was willing to downgrade my service,i went so far as to call the corporate office and they assure me they would get someone to help me and then connected me to the same jerks at customer service I was already talking to. You wonder why everyone hates you your company,and wants to smack the shit out of you when we see you on the streets,why cant you just do what I want you to do I am to old and my disability does not allow me for this,please help stop being so stupid.

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carol hostetter July 12, 2016 at 2:34 pm

My problem is with the billing department. I went through the automated system to make a payment, put in the date to take out the payment, and the system bumped up my date by 6 days. I had no funds to cover by the date the automated service wanted me to pay, but the service told me it was contractual ‘ promise to pay’. Tried to get a representative and I was on hold, listening to the ‘ your call is important to us…’ recording for over an hour. Unacceptable! I told the representative that I did not authorize the payment (who”s to say that some other Joe Schmo couldn’t have hacked into my account? and I have an xtra passcode on my account). Well, bottom line is she refused to override my unauthorized payment. Anyone in the billing dept is ruthless+ coldhearted. I get more courtesy by calling in the middle of the night. PLUS you can’t get anywhere in their system without hearing about your payment/account. AND you can’t talk to a representative without making a payment: you talk to billing dept before you talk to anyone. Its no wonder they haven’t lost more accounts. I wish I was computer literate to switch my smart tv to netfix, etc…and keep the WiFi. Not what I want but I am tired of dealing with ruthless stupidity. Time Warner is nasty all the way around

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Lourdes G July 8, 2016 at 11:11 pm

My complaint is about the Time Warner office in the city of El Centro Ca.
Today I had to go to the local branch to return an Internet modem. The problen i faced was something that has been an issue for years. Only 2 persons taking care of the costumers. The office was full of people waiting in line. I went there, I took my numer it was #206 and they were otending the costumer # 73 . this was today friday at 5:35 pm, only 30 minutes before the closing time for the day.

I honestly believe that this issue is disrespecting its costumers, and abusing their staff.
El Centro Ca. is one of the cities with more unemployment rate, and I am sure that if Time Warner is understaff isnt because there are not people appliying. Neither I believe that a company that can affort to have 127 costumers aiting in line to do business there is a company that is facing any finantial struggle.
I do believe that this way of disrespect to the costumers as making them wait for hours in line due to the fact that they are under stuff itonly happen in a community like this one where most of population is poor, hispanic and undereducated.
I am bringing this issue with the hope that a coorporate director may put a stop to such irregularity that happen in this branch at El Centro Ca.
I truly hope to see a change and a follow up to my request of having this local branch monitored so they can serv us(your costumers to have a more pleasent experience when we need to go to do business with you)
Thanks.

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Lourdes G July 8, 2016 at 11:10 pm

My complain is about the Time Warner office in the city of El Centro Ca.
Today I had to go to the local branch to returm an Internet modem. The problen i faced was something that has been an issue for years. Only 2 persons taking care of the costumers. The office was full of people waiting in line. I went there, I took my numer it was #206 and they were otending the costumer # 73 . this was today friday at 5:35 pm, only 30 minutes before the closing time for the day.

I honestly believe that this issue is disrespecting its costumers, and abusing their staff.
El Centro Ca. is one of the cities with more unemployment rate, and I am sure that if Time Warner is understaff isnt because there are not people appliying. Neither I believe that a company that can affort to have 127 costumers aiting in line to do business there is a company that is facing any finantial struggle.
I do believe that this way of disrespect to the costumers as making them wait for hours in line due to the fact that they are under stuff itonly happen in a community like this one where most of population is poor, hispanic and undereducated.
I am bringing this issue with the hope that a coorporate director may put a stop to such irregularity that happen in this branch at El Centro Ca.
I truly hope to see a change and a follow up to my request of having this local branch monitored so they can serv us(your costumers to have a more pleasent experience when we need to go to do business with you)
Thanks.

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Dr. Ruthann Phillips June 17, 2016 at 3:36 pm

Attn: Legal Department
Approximately two or three years ago a representative of your company installed your wires across my property to an adjacent street without permission. I was not at home, and I did not notice these wires which were hidden by trees until this month when one became so low that it can be toughed from the ground, My neighbor witnessed this but assumed they had my permission. Obviously, this was illegal. I have called once, been to your store twice with requests for their removal. I am told they will be removed at a specific time, but that has not happened. I WANT THESE REMOVED IMMEDIATELY. The house to which they are run no longer has your service. How much trouble could it be to put up the same ladder that installed them and remove them?. Again, your wires are illegally going across my front year. I am trying to avoid legal action which will result in a judgement for me, expense for you as you reimburse me for the court cost and damages, and your having to do what you should have done in the first place. The wires are placed on the last poll on Locust Street in Danville, KY 40422, goes across my yard at Locust Street to Boone Trail. I can be contacted at 859-236-XXXX if further information is needed..

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Christine June 17, 2016 at 9:06 am

To say I have been receiving extremely bad cable service and even worse customer service, is an understatement! But to top it all off, this morning (06/17/2016) when I was driving into work, a TWC van nearly killed me. It happened at 8:20 am at the Cleveland Drive & Harlem Road traffic circle in Cheektowaga NY. I was in the circle and the TWC truck came plowing right into the circle without any regard for any other traffic. Luckily I had good reflexes and was able to slam on the brakes to avoid being crushed by his van. The number on the back of the truck was 2019. This guy should have his license taken away. One of these days he IS going to kill someone. But knowing TWC as I have come to know them, I doubt anyone will read this let alone do something about it. I tried calling TWC, but the company is so screwed up, there was no one to contact. One person I actually did speak with said that because of the high volume of calls the HR department was receiving, they stopped taking calls all together! NOW YOU TELL ME WHAT KIND OF COMPANY DOES THAT??? And, I’m still waiting for credit for the 8 days I was without service!!!!!

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Alan and Lisa Martin June 13, 2016 at 11:54 pm

We have been customers of Time Warner Cable for over 16 years and have always paid our bill on time. Our service has been less than acceptable to say the least. Our volume goes out consistently on certain channels and our box has failed twice. Every so often our bill is increased with our an acceptable explanation. We spoke to the local Customer Service with out any offer to help us. We then spoke to Customer Retention which was even less help which does not make any sense. We would like to stay with TMC but we have been given more reasons to leave than to stay. I would think that you would want to keep loyal customers than to offer new unestablished customer a far better deal. We are now asking that someone in the Corporate Office extend some assistance to us.

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Maci Johnson June 9, 2016 at 6:37 pm

I called TWC’s customer service today to get clarification on some issues I was having with my account. The employee I spoke with Unique, who is a supervisor at the call center by the way, and her UserID is 623726 in case anyone else has as much trouble getting it as I did. This was the absolute worst customer service call I have ever taken part in! She never answered my questions, she was loud and rude, and she kept talking all over me. I don’t understand how she made it supervisor! I have worked in customer service for years and I’ve never encountered such bad service from other employees or customers! An agent named Jeremiah and another supervisor Jesse also work in the same department. They were awesome and very helpful! They answered all my questions and had excellent customer service skills!

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CWO5 A. Mataro USMC Retired June 6, 2016 at 7:58 am

As a retired US Marine CWO I am writing to TWC to convey my utter disgust with your company and to express my embarrassment for your company for you un-patriotic firing of the Marine, my Brother in arms and your former employee! It is this liberal attitude in America that is destroying it from the inside out, you are disgusting and you should be ashamed. You should consider moving your headquarters to a country more inline with your way of thinking about America and its values, why not try Iraq or Afghanistan, they would be honored to have you!

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Stephanie Ryan June 5, 2016 at 10:09 am

A U.S. Marine lowers the U.S. Flag on Memorial Day at one of your office centers and you fired him? Shame on you Time Warner. You live in America and don’t follow protocol on Memorial Day for all the fallen veterans that gave us our freedom. I am demanding you fire the jackass that fired that U.S. Marine employee of yours. What kind of pinko commies are you? Don’t worry I am going to tell the world what you did to this man. A-holes!

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P.S. Padula June 4, 2016 at 10:15 pm

Dear Time-Warner,
I am writing to voice my dismay and disgust regarding your treatment of American flag, citizens and most especially employee/contractor and Marine Allen Thornwell. Of course, a flag at half-staff on Memorial Day is acceptable. In fact, it should be required. You should apologize to he and all service members, past and present. Flag crazy? Wouldn’t it be ‘crazy’ if every service member and their families boycotted every company your profits come from? Shame on you!

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Angelo Alphonse May 21, 2016 at 2:47 pm

TWC is the worst company out there and rank up there with bill collectors. Their customer service is horrid and they go as far as lie to get business. Stay away if possible! Go with DirecTV or Dish for TV and Verizon or another carrier for Internet!
Called and did an online chat for a reconnect for internet. We have always had bad experiences with TWC in the past and decided to go with DirecTV (which we LOVE!) and Verizon for internet and phone a year ago. We decided to give TWC another chance for internet ONLY. We were told that the self install kit was the way to go. I wanted TWC to check ALL external lines to see if everything was hooked up or still active so when we picked up the modem, the install would go right thru. I was told “No problem, the work order was placed and they would check everything the next day.” My first mistake was TRUSTING that it would be done. I waited 2 days and picked up the modem. I hooked it up and nothing. Tried online chat with INDIA (of course) and after 40 minutes, nothing. I tried calling next. After 10 minutes on hold and 20 minutes with a CSR, nothing. Transferred to a tech person who said “Not my area to service, I’ll transfer you back to customer service. I was sent back to the automated service! So after 2 hours of NOTHING, I returned the modem back to the TWC store, just for the CSR tell me “we don’t check the lines until you pay for the service and get the equipment!
So I was lied to twice and treated like crap during EVERY phase of the ordeal! They have made no strides to improve ANY aspect of their customer service, they now have agents lying to consumers about their service tactics for sales and they STILL have no clue how to operate as a business! They care nothing about the consumer, just about the almighty dollar. In the end, I hope and pray that they disappear into the corporate abyss. My hope is that the FCC and other governmental agencies get wind of their practices (which I will forward) and that they pay for what they put consumers through.
If you have other choices in providers, PLEASE save yourself time and headaches – GO WITH SOMEONE ELSE! I would rather go without before I EVER try TWC ever again!

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Guillermo Cruz May 20, 2016 at 11:27 pm

I’ve been a Time Warner Cable subscriber since 2012 and I amazed of how poor your customer service and technical support has been to me since day one!

I’ve had intermittent internet services and missing channels for quite a while.
I’d call customer service to send a technician to trouble shoot the problem and it was always an “old box” or “old modem”…
They would switch it and it would temporarily work the way it should and after a few weeks, the problem would persist again.
I’ve had technicians claim that the signal was too high, then another tech would say that it’s too low. Another tech would come and say I needed a new modem. They would switch the equipment and leave. No trouble shooting the lines, no drop certification, no confirmation of rates or even a required signature or acknowledgment of services received which was strange.

Well, after struggling with my services and going back and forth with customer service, I decided to give TWC one last chance to rectify my issue.

A technician arrived at my home and discovered an open port 3 way splitter inside the closet ( I have inside wiring).
He removed the splitter and tightened all fittings and it seemed to fix my problem.

My original internet tier was 50mps but when I spoke to a rep, she stated that because I was having so many problems, they offered a FREE upgrade to 100mbs. It was a nice gesture until I later found out I was being charged an extra $10! I noticed I was not getting anything remotely close to that off wifi OR Ethernet. Out of frustration, I agree to leave the 100mbs speed on. Had a tech go to the house, and he fixed the issue.

It worked GREAT for the time being…then I started having problems again.

I called customer service to find out why was I still having issues and this is the part that blew my mind.

A rep told me that my internet service was reduced to an ELP! No one can answer me who changed it or why?
I also noticed that my basic cable channels like MTV and VH1 were no longer available!
Most of my old channels were gone INCLUDING Showtime!

Well that was the last straw.
I called to cancel my services and demanded to speak to a supervisor.
The rep could not answer any of my questions and became confrontational and rude.
I was completely baffled because at no given time was I combative, rude or used any profanity but his answer to my problem was ” what ever happened, happened”.

Wow!

Well after putting me on hold for 27 minutes so he could get a supervisor, he returned to the phone much calmer and proceeded to offer me a package I could not “refuse”.

I was offered a $50 credit and a promo for 300mps and additional premium channels.

I thought about it and decided to give it a go.

But the changes were NEVER done!
I call the next day to find out what’s happening and here we go again, no one can answer me why it wasn’t completed!

Spoke to another rep and after apologizing for the inconvenience, we agreed to settle for a 100mps tier with HBO, SHO and Epix. She stated that it would take a few minutes to execute and to reboot the boxes and the rates should be there.
But they never changed!
I continued with the same missing channels and slow internet speeds I never agreed for.

I called again, this time I would NOT speak to anyone but a supervisor and it felt like pulling teeth!

The last rep I got said that she saw who changed my plan but could not find out why?

After some more investigation and looking further into my acct, all I got was an apology but no solution.

I was offered a package of 100mbs and HBO Showtime and Epix and multi room dvr but the price was still to high considering all the trouble I was put through!
The rep stated that her supervisor was listening on the other end but he would not pick up the phone to speak to me and instead chose the easy route and hid behind his headphones while the rep struggled to rectify any irreconcilable damages they might have caused.

I decided to no longer deal with this headache and chose to leave TWC once my billing cycle was over.

I write to you because I work for a competing cable service provider myself. I’m an advanced technician who deals with corporate escalations similar to the one I’ve been dealing with TWC and I have to say I was so disappointed with everything about your company.

From the incompetent technicians lying to my face on why my services aren’t working, to customer service reps who could not answer why or how my rates were changed without my knowledge or my consent.

Your supervisors who were not properly trained to own up to their mistakes and not speak to me but were listening to my problems, even after threatening to leave, they were more than happy to shut off my services right there and then instead of owning to their mistakes and making it right!

I write this letter in hopes of getting someone to help me but I somehow doubt that I would ever be contacted back.

I will be cancelling my services and make sure that I will share my TERRIBLE experience with all my customers and on any social platform about TWC, a company i once had faith in.

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melissa May 19, 2016 at 10:55 pm

I was with twc for 2yrs. and I started having a problem with my wireless discounting my devices that where linked to the 2.4 part of the wifi. Call numerous times and 5 technicians come out to my house and all of the tell me that oh I don’t know what the problem is and don’t do anything to try to fix the issue. For a month and a half I had to deal with poor device and top of that I had one of my cell phones connected to the WiFi and it discounted and occurred overages one cell phone bill. One more one the phone and I told them that crappy services was the reason why I have overages on my cell phone bill and all the can tell is that well we can’t help you with occurring overages on your phone bill but we can credit ur twc bill, but all they want to give me is a big $6.00. Is their anything that I can do to get them to compensate me for my phone bill due their equipment that caused the overages in the first place.

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FRANCIS May 17, 2016 at 8:50 am

Since when do you break the law by taking out double the amount on my cable bill then tell me to suck it up we don’t care you have to wait 3 to 5 business days to get resolved while I have bounced payments my checking account looks like a basketball but you will snap if a payment is not made correctly to you that’s a crock of shit

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D R April 26, 2016 at 2:49 pm

I am absolutely livid with TW and I don’t even have service with them yet. I had an install date set for the 25th and they cancelled it due to no 3rd party verification. So my husband calls back livid about it and they want to schedule it for the 28th completely unacceptable. So I have talked to 3 different supervisors and the office of the president for TW and still absolutely no help. They just want to give me to another person. I feel like I am in the hot potato game. I may just say screw them and get rid of cable completely.

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Everose Alexander April 25, 2016 at 5:17 pm

How do I sent a letter to Mr. Pete rEliasof, Vice President of Marketing?

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MiceElf April 6, 2016 at 9:53 am

I’m livid. Tried to change my TW services and the rep refused to help me because apparently I am not an “authorized user.” I’ve had the same account for 20 years, and just because it is my ex’s name on the account, they can’t help? I gave the right phone number and the right address. And who the hell do they think pays the bill? And to think I wanted to up my services. Now I want to cancel completely. The rep told me to just go to the store and get it straightened out. It’s an hour drive to the nearest store!! This is insane. (Not to mention that TW was completely dead in the water all last night. Nothing like being completely down on election night. Way to go TW.) Calling AT&T to see what they can do for me.

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MiceElf April 6, 2016 at 2:20 pm

Update: We tried to change the account to my name. Guess what? We need a notary, and ALL EMAILS WILL BE LOST. Omg. Can this company have worse customer service?

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MiceElf April 6, 2016 at 4:16 pm

Can it get worse? Trying to cancel cable because I have had enough of the run around. I have to drive an hour to drop off the cable box at the nearest store. Cannot ship like like Comcast allows, and TW will not pick it up. Is it any wonder people hate cable companies?

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H. Jones April 7, 2016 at 2:53 pm

I’m a Disabled Veteran who only receives a monthly pension. I had twc install services late last year. They had a $300 VISA gift card if you remained a customer for 90 days. They knew my pay schedule. I went to change it to coinside with my benefits. Since they REFUSED to change my due date, they screwed me out of my card. I

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Bamboo April 28, 2016 at 11:31 am

They can send someone to pick it up or ship empty boxes to you.

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Jessica March 31, 2016 at 11:24 pm

I have had service with TWC for 2 years now with no problems at all. The minute I move and have TWC install at my new residence I go threw hell. First they say they came and tried to call to install but I get no such call. I call costumer service and see why the technician didn’t show up they tell me he called but I didn’t answer I ask why I got no calls from him ( chech my phone records) turns out he has the wrong # so I correct the # and the schedule another appointment the next day. The scheduled time comes and goes I call customer service again and they say he called but no answer so I ask what # he called they tell me the wrong # yet again I have fixed that # 6 times since then and every time they fail to save it or what ever they do. It’s going on day 7 now and still no one shows up. I am not paying for this cause they now have me at 2 locations. With no service at either. Why can’t they understand my time I have wasted for them to install service and the hours I’m on the phone with customer service is far more valuable to sit here and deal with their crap. Lies after lies after lies. How do they stay in business like this? I will give them 1 more chance tomorrow but if they lie to me again I will be fileing a lawsuit on them. All my calls are recorded right? So I’ll make them provide those at the hearing!!! So tired of TWC

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Denell Henefield March 28, 2016 at 9:52 am

This company needs to be sued for deceptive advertising. You know thag ‘Moore Family commercial’? What a bunch of lies. What they fail to tell consumers is that their residential grade routers can only support about 10 devices. I have 19 in my home. After about a year of switching equipment, numerous tech support calls, data overage charges on my 7 cell phones due to them not being able to connect to wireless at home, that was what I uncovered. When I brought this fact up…the tech could do nothing but agree. I plan on contacting every level of management until I reach Peter C Stern because I deserve an explanation.

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supreeth March 24, 2016 at 4:28 pm

I switched from another internet provider in september 2015, the guy who offered me the package told me to go for bundle (TV,internet and Phone) to get a better deal and also get a $300 reward card. I signed up since i felt bundle with reward money was not a bad offer. I called up after 90 days and asked if i am supposed to activate my reward and i was told everything is taken care of and i need to have my service for 6 months and i will get a visa card in mail. After 6 months i called back and they tell me that there was no deal and they cannot give me any reward card. I asked how can they promise me twice and deny it, and also requested to go back to my recorded phone conversation, the guy came back and tells me that they purged the recordings and there is no reward for me. They cannot find 6 month or a 3 month old conversation, sounds like a scam to me. Why make a false promise to get a customer , if they did not promise me $300, i would have opted for a different package. Now after 6 months there is no reward and i paid for services which i never needed. This is not correct

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Cecilia March 18, 2016 at 8:40 pm

I posted earlier on this site, but that post must be under review, as I don’t see it. My issue has finally been resolved. Today, after 5 months of complaints, I finally received my $200 gift card! Time Warner Business Class “service” is still subpar, but it’s what I must endure in my area.

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Cecilia March 18, 2016 at 4:36 pm

Wow! Reading these comments is very disheartening. It appears to be a practice of Time Warner to promise these gift cards with new service and never deliver… When I’m able to I’ll transfer my business to a Verizon market, meanwhile I fully intend to hold them accountable. It’s a matter of principle (and possibly false advertising) and I will get the gift card promised me!

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Ashley March 7, 2016 at 5:17 pm

I absolutely hate this company. Unfortunately I can only have Time Warner where I live. I literally have to call every month with an issue. I lived in the same apartment complex and transferred into a different apartment back in November of 2015. Once I got settled in, my cable and internet was not working. I called them on a Friday and they sent me a service tech the following Monday (which is fine, it’s the weekend…I get it). Once the tech got out there he told me that he could not fix the issue and they were going to have to send someone else out. He showed up 3 days later, at an earlier time than what I had requested(I had to leave work and was almost late to a meeting to meet him) to tell me that the first guy could have fixed it. The tech was very friendly and helpful but “didn’t have enough time” to do it the correct way. Now I have a huge cable outlining my whole apartment because the only outlet he could use is in my bedroom.

After this was resolved, I came back home that afternoon to find that cable and internet was not working again! Somehow, they disconnected my cable and internet. So once again, I had to call them to complain and see what was going on. I spent TWO HOURS with tech support, and he clearly had no idea what he was doing. I ended up getting transferred to someone else who finally got it fixed. Oh, and they told me I was going to get a credit for not having my service for almost 2 weeks… a big whopping $6.00!

Then comes bill time, and my bill has gone up $100.00 plus. Oh boy, another call to Time Warner! Since my service got disconnected I lost the promotion that I had received in exchange of not cancelling with them. They proceeded to tell me that it was only a 10 month promotion and it has expired. I had the promotion for 2 months, and they said they can’t do anything to get me to where I was at. I got questioned about what channels I watch, if I make calls on a house phone, and what I do with the internet. I gave them the answers, they make my bill a little smaller than it was. I get home…the THREE channels that I told them I watch are gone.

So now it is March, and I call to cancel my cable and just have internet. Same price for just internet as it would be for my channels and movie channels (that I never watch). I’m sure this will never be read, and I’m sure I seem like a nagging customer who has a lot to complain about, but it gets old real quick. Since I need internet, I have finally surrendered to you Time Warner. You have won. ONLY because I have no other choice for providers where I live. I am done complaining…until most likely next month when I have another problem with my service or bill. I’ll make sure to give ya’ll a call!

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jesse morris February 2, 2016 at 2:38 pm

I am sooo upset with twc in Killeen they stole 50$ out of my account and cannot tell me why it was taken. I have called more than 6 times. everytime I get ill call you back within 72 hours. the installation guy was a joke he literally sat on the floor and said everything’s done I hate mornings and just played on his phone . he was nice but he did not even open our outlets so that we could get internet service in the right room . he just said heres your internet . it will be right here. I get charged 40.00 to ask them to come out and correct this issue because I run a business form my home. this cable company sucks … I cannot take their customer service lies anymore. I will be uploading a video to my youtube account to tell everyone of my 500,000 followers never to go to twc. please go somewhere else. Their servers are always dropping. I am going to report to the property authorities. this is ridiculous.

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Sandra February 20, 2016 at 5:55 pm

File your complaint with the BBB AND The Attorney General’s office in your state. It is also helpful to report with your local New Stations.
I too am being over charged on my account for services I CANCELED. I have been told by 2 customer support persons that they see that I canceled, however, am still going to have to pay since they did not stop the billing. I am also being PRE-CHARGED for the following month on a regular basis, for services not even rendered yet.

I have filed a Complaint with the AG’s office as of today, and plan to further my complaints as time allows, with the BBB as well as other entities that may include Shareholders and other persons doing business with.

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william g January 24, 2016 at 10:55 am

to say we are very dissatisfied with twc is an understatement…have been rescheduled 3 times for a service call..was supposed tp be here between 9am and 10am today.after 10am,i called and was told it was being rescheduled again for tomorrow..guess we’ll see what kind of excuse we will get tomorrow..

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Diane M January 20, 2016 at 4:45 pm

The level of customer service from Time Warner employees is much to be desired. It took me over two monts, countless phone calls and finally a call to Corporate office before I finally got results. I am facing this same issue again, just to add phone lines to my account. It appears that their standard of customer service is not a priority and no One takes responsibility or ownership to resolve, communicate to the customer.

Unfortunately, there are not other options for service in my area so I am stuck . I rate TWC AS THE WORSE TO DEAL WITH. I discourage anyone from dealing with TWC . They are nice when you sign on the all goes to pot after . Don’t expect exceptional service . Take names, number she dealing with the, . Frustrating to o say the least

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Craig Asuncion February 1, 2016 at 9:15 pm

What is the corporate contact information??? We are experiencing major problems as well.

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e elk March 24, 2016 at 7:39 am

are these even looked at or responded to ? ok I havr had 2 different cable guys come out and ,,they were left with the miserable job rmbarrasing job of asking the customer to not rate them a ten ….if were going to but to rate them less like a 9 or 8 or 7 what ever we wish because time warners machine calculates every perfect 10 as a 1 score as job totally unsatisfactory and that is horrible for these great guys and what is worse is they will not recognize that the guys are practically bringing up at every meeting to please fix issue and change all past reports that got screwed up and one put as score to please change to the 10 customers wanted even said they would have customers verify but company leaves a prefect 10 at a one and these guys say maters to them it is important stays on record …so please fix machines better yet take off the 10 and let nine be top …..and change every guys 1 back to a ten!!!! why would you all do that to them and they have to talk to customer and explain that is humiliating situation and it is companys fault please do this for your workers and take wrong number off and fix problem and apologize profusely for treating them as if don’t care when care a lot and work hard and then get stuck with low score and they tell them no were not changing back to 10 just explain to customer they look so humiliated ………what if were you or your son ….these were just workers in my house but it is so wrong of company I had to write ……I need a response concerning this right away …my gmail is wendyxelks at gmail.com Thank you wendy ill call also so please read soon .

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Mary January 8, 2016 at 9:56 am

I too was promised a $300.00 Gift card, when I signed up for a new package. I am a current TWC customer, they told me nothing about the fine details for the GC. Come to find out I was signed up for it on Oct.31, by the Rep. then on Dec. 1st, I received a registration card saying if I didn’t register within 2 weeks of getting card, so I register the gift card and it says if your account is past due 90 days post switching to new package, you cannot get gift card. So I find out that I do not get the gift card because my account was past due in Oct. okay, but I didn’t register for my GC till Dec. when I got the card, and my account was current. I have made about many calls ( like 3 a week) to try and resolve this, on 12/19 I was promised a $300 credit to my account because my account was in good standing when I applied for CG and that TWC should have not automatically signed me up for it. So on 1/2/16 I was told by a rep that yes I should have my credit within 24 Hours, not the case, so now on 1/8/16 I was promised it would definitely be resolved by 1/10/16 at the latest. I will repost on the outcome.

Please beware of the Sales reps. who just want the numbers for sales, I was also promised the same channels package when this all started in Sept. found out it was not the case, called and they told me I only had 1 premium channel not the 5 I was suppose to have long story short it took till the end of Oct. and about 10 calls to get the package I was suppose to get in Oct.

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bburkholder January 5, 2016 at 3:21 pm

I was a Ariel and under ground lineman for 18 years main lines, I went on my own got bucket truck underground machine, call over 30 offices not one person could give me a construction name and number for contact make you wonder if you got main lines Down they have no one to contact to fix problem unprofessional !!!!!!!!!!!!!!!!!!!!!!!!!

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Amber January 3, 2016 at 12:15 pm

I was called in October saying that if I switched my services to Time Warner Cable that I would receive a $300 gift card after 3 on time payments. However, I have been calling since October once my services were connected to receive the redemption code. Now when I call Time Warner Cable (it has been multiple times) they say I am no longer eligible. I had early termination fees from my previous and I feel lied to. If I never received that call from Time Warner Cable I never would have disconnected my services early. I am extremely disappointed and come to find out that the day I had my services connected the rewards center declined the rewards. The customer service agent and the supervisor were telling me that there was nothing they could do to assist me, but tell me I am no longer eligible. I have never felt so deceived by a company. I am completely disappointed by Time Warner Cable and seriously considering disconnecting my services.

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Amber January 3, 2016 at 12:21 pm

Now, they are saying that I have to wait another 90 days and they are “supposedly” sending out another redemption code.

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John Birke January 5, 2016 at 3:50 pm

They did the same thing to me. I expect the California Attorney General will shortly be investigating, and eventually, imposing a huge fine for unfair business practice and fraud, but in the meantime, sue TWC in small claims court and add to your damages nine times the amount of the card value, or another $2,700, for punitive and exemplary damages for fraud, oppression, and malice.

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Kim December 8, 2015 at 2:34 pm

I have been charged for 2 cable boxes that I have never had. That’s $24 dollars a month and $1.50 a month for an extra line.

I called to try and get this situation resolved. The first day I was on the phone with Time Warner (11/28) for over 2 hours. They wrote a ticket. I was supposed to be called back by Tuesday (12/2) regarding this situation. They used whatever application they had to check and confirm that in the 4 years that they can go back that there has never been a cable box hooked up at this residence. I was told that there would be no problem resolving this situation. I was never called back.

Wednesday (12/3) I called back and spent over 5 hours on the phone trying to figure out why I had been charged for 2 boxes that I never had.

I know this sounds unbelievable, but the second day that I was on the phone with them for 5 hours and got most of these odd excuses, was told many things that I know to be untrue, and was passed around in customer service land like a ball on a playground, I have it all recorded on the lovely new phone that my son got for me.

List of reasons:
I got them when I moved into this house in Nov. 2008.
I got them in July of 2008.
I don’t know why.
This is very unusual, they normally catch this before a year passes.
I got them, (now mind you one of the boxes is an HD box) when my husband and I moved into our other home in 1996.
That this is just an auditors mistake in September.
They have to go and check the warehouse to see if the boxes are there (From 1996?) before any of this can be resolved.

That Wednesday I was told that the ticket was not submitted properly and would be resolved in 5-7 days.

I was told that I wasn’t charged for it. I believe that I have been paying for it. For Starter, Standard, and Basic Internet over the last 13 months I have paid Time Warner $1869.

I never saved my bills. But, I always paid through my banks bill payment service and have a record of what I paid. I was told that they could only give me copies of my bills from 6 months back, because they don’t keep them longer than that. I was supposed to be sent those bills. I never got them. Instead, that very same day they resent me only the bill from November, the only bill I do have. Isn’t a bill basically an invoice? Don’t businesses have to keep invoices for a set period of time?

Yesterday (12/7), day 6, I got a voice mail message (I wasn’t around my phone) in the evening, that there are some problems with the ticket and it will take longer to get this resolved.

The longer this takes the more I think that this isn’t just a simple issue. That this scenario may involve a lot more customers and I feel like I am getting the run-a-round in hopes that I drop this. Sorry, not going to happen.

Time Warner, please understand this, if this involves me, it makes me wonder how many other people does this effect? Moms, Dads, Brothers, Sister, Aunts, Uncles, Grandmas and Grandpas?

I would like to be refunded and I would like for everyone else who has been charged for boxes that they don’t have be refunded.

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T.L. Jones December 14, 2015 at 12:05 pm

you know.. in the end.. send a letter to your State Attorney General and to the head of the FCC.. something that I would recommend for everyone. They keep a record and when sufficient complaints have been logged, might actually do something.

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Theressa Rossi December 5, 2015 at 11:07 pm

I have been a TW customer for over 11 years. First the TV didn’t work. Then, the internet. The final insult is the phone. Customer service reps are a reflection of the company they work for. I read other comments. We have all been treated with disrespect couched in the lie of the day. Like sun spots that last for six months. I live in a hurricane zone, so I just think cable makes more sense. The problem is the services don’t work when the sun is out. I will continue to fight. They issue credits sometimes. My service is so bad, I’m due reparations or punitive damages. Or a service that works.

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bburkholder January 5, 2016 at 3:56 pm

Phone service worst i ever seen good luck I worked adelphia cable you did that you were fired

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Laura Maguire December 1, 2015 at 5:33 pm

I am trying to set up service as a first time customer and used you chat feature. “Summer” was clueless as to hours of operation and installation times available. She hung up on me. My caller ID showed (520) 731-5800, when I called back I got a kindly woman who said time Warner is illegally using her business number as caller ID and gave me the 1800#.

Then I called 1 800-222-5355 and spoke to “MIKE” I explained what happened and he blew me off and wanted to know what he could help me with, I explained what happened again and he said he couldn’t help me. So I asked for a supervisor, Mike said NO! How can I not be permitted to speak with a supervisor? This is your customer service? I am not even a customer yet and this is how I am treated? All I wanted was to ask for same week installation and not have to wait 7 days. I was humiliated, spoken down to, blown off and treated with total disrespect.

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Don Cline November 30, 2015 at 10:12 pm

It is a very sad day when Cincinnati Bell customer service looks god to me. I really regret the day TWC bought out Insight Communications. I again have no internet. My wife is going into exam week at USC and can’t get to class. I have had 7 modems and 3 technicians come to my house and they STILL can’t get it to work longer than 3 days at a time. It was blamed on my Cisco router that cost a lot more than the stupid router. It is BUSINESS CLASS. I work for a computer company and bought a good one at cost so that I would have good coverage in my entire house. Let TWC set up their modem for wireless to prove a point and I am still right. Efing losers.

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Hanns November 29, 2015 at 2:07 am

Oh so funny. This Supposed tech rep was trying to tell me that the network adapters in my desktop and my laptop were not working right. I tried to get her to understand that there is no way both of them went bad when they were working just fine. LOL She kept trying to tell me that was the problem. I hung up on her. She needs more training and shouldn’t be trying to tell customers stuff like that. So any way i did the speed test oocla and was getting 29 Down and 20 up when I should have 200 up. I was going through the Fullerton server. Then I changed to the Diamondbar server and went back to great speeds. May be you might want to check up on that server. I hear you have been having a lot of problems there. Could save you from loosing customers. LOL

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Hanns November 29, 2015 at 1:00 am

I am sick and tired of my internet going out. I have been a customer over 4 years now. I pay my bill every month on time. I have had nothing but problems over a year now. 5 reps have come out and couldn’t solve the problem. I have been through at least 5 modems. Check the notes on my account. 8448400212238526 How can a company as big as you are not be able to solve my problem ? I want answers. I have a new years resolution can you guess what it is ? Let me give you a hint. It has some thing to do with my internet company. this has gone on too long. Either fix the problem or loose me as a customer.

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Lauren November 23, 2015 at 9:59 pm

BY FAR THE WORST COMPANY I HAVE EVER DEALT WITH. I got time warner cable in July after 2 weeks I cancelled my cable and went to Dish. I had to keep the Internet ONLY because At&t did not service my apartment. I have been having issues with my bill since August. Every time I call a supervisor is NEVER available and they always say “someone will call you back in 24 hrs”. No one returns calls and the representatives are always dropping the call. My Internet was disconnected this month because my I was being over charged. I spoke with a manager yesterday and they gave me a credit for all the charges I shouldnt have been charged. I paid the remaining balance of $52. I came home early to work from home to find out my services was disconnected AGAIN. They applied the $52 towards a deposit that I was NEVER told about!!! Every person I come across I will make sure that they do not get Time Warner. I am also going to call the better busines bureau and report this sorry company!!!! This business will not last and I cant wait until they go out of business!

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Paula November 23, 2015 at 9:17 pm

I was told I would get a reward card of 200 for signing up for the intelligent home .no one ever said I was under a contract and there is restriction. DONT DO IT ! It’s fraud !! I told them to take the equipment and refund my money and they won’t !!! Even though it’s not in there contract that said I can’t get a refund !!!! If your smart stay away from time warner not to mention i have called 4 times before and nor knew once told me anything about the program or contract !!!

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Karen Heiser November 21, 2015 at 5:54 pm

Time Warner systematically conspires to overcharge its customers turning them over to a debt collector. In my situation Not only was there no outstanding balance, TWC ACTUALLY OWED ME MONEY.

The elderly are particularly vulnerable and disproportionately victimized. Indeed their families are further taken advantage of after their loved one’s death.

Despite reassurance by 3 customer service agents and a supervisor that there was a positive account balance with refund due, on 11/17/15 the account was turned over to a debt collection agency (ERC). The 2nd supervisor acknowledged the error although he said it had not be turned over to collections despite the fact that I had the documentation in my possession.

This is beyond poor customer service. I consider it consumer fraud.

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chad November 19, 2015 at 9:22 am

U SUCK

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Mike November 17, 2015 at 3:05 pm

Time Warner cable and internet is without a doubt the worst service available. Called today, a service problem, got disconnected, count em, 5 times. I have to use them because of my homowners. If you have any choice stay away from them. WORLDS WORST SEVICE COMPANY.

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Cher November 16, 2015 at 11:22 am

The customer service that I have endured with TWC is by far the worse customer service that I have ever experienced. My initial goal for today was to downgrade my services. You inform me that no matter what I cancel, the bill will remain the same because I have a package deal. I patiently listened to the customer service representative but when I started to speak or ask a question, the representative talked over me and was very condescending. I requested to speak with a supervisor and you tell me that you are unable to get me a supervisor because you can handle everything yourself. They have access to everything that you have access to. If I requested a supervisor then this means that I do not want to speak to you anymore. I inquired how I could file a complaint, you said that I could take the survey or go through corporate but you do not have any information for corporate nor have I received this so called survey yet. My goal after today, move all my services over to another company or companies whose customer service has to be way better than TWC.

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Kathy December 4, 2015 at 10:29 am

I agree Cher! Time Warner customer service is horrible. We have cut ties with Time Warner as of September 23 of this year. Equipment returned, etc. I got a call in October telling me I owed them and then again in November telling me that I owed them a ton of money for services and they were coming to disconnect my service. I have spent over 20 hours on the phone with every one from local to corporate office. I have made numerous trips to the local store with no success. The corporate office always leads me back to one woman whose believes that she is God. She is the most disrespectful, most condescending person I have ever talked to. She told me, “I don’t care who you call or who you talk to, it will always come back to me and I say you owe money”. We never received a final bill and yesterday got a collection letter for a bill we don’t owe. I am livid and reporting to BBB as well as writing letter to every board member that appears on their website. I am so happy to be rid of Time Warner and hopefully get this resolved.

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luanna November 2, 2015 at 8:48 am

I’ve been a customer of Insight Cable company for 5 years and them Time Warner bought the company. Still a customer but after today I will cancel my service and advise anyone that has Time Warner do the same. I’ve moved and returned my equipment to them. They didn’t take one item I had (told me it wasn’t theirs) I took it home and moved. Now they are hitting me with a charge for the item that wasn’t returned. I’ve made many calls and NOBODY will help me. They say I owe them for the item i didn’t return. WHAT? I tried to return it. Well they don’t care and will still charge me. I spoke to two people about this and neither will help me or clear it off my account. Zack Employee number #E168138 told me sorry pay your bill. Okay I’m done.
What out people, these people don’t care about loyal customers, they just care about MONEY!! I will be taking my business somewhere else. I’d advise you to do the same before they turn on you too.
Very upset (Soon to be EX-CUSTOMER)

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Brad November 6, 2015 at 1:09 pm

Contact your states attorney general’s office.

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Adrienne November 8, 2015 at 10:34 am

Same similar horrific customer service experience and I’m only three days with this company. I feel your pain and its awful that you have had to deal with such unprofessional behavior by “customer service experts”. They have terrible attitudes and are a poor excuse of a communications company. I personally will be contacting the AG, and BBB for this exact reason. I strongly suggest you do the same, especially after being a loyal customer for so many years!!!! Shame on you Time Warner!!!!!

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randy October 26, 2015 at 5:46 pm

I live in Peshtigo Wisconsin. , TIme warner has a cable pedastal in front of by house, It has 2 cables going to it . When i call to get cable they keep telling me that there is no cable service at this address and that google maps does not show a house here. Why can’t someone just ride out here and look at the house and their big box in my front yard. How lazy a stupid can people be to just look it up on google maps.

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Sonya October 26, 2015 at 2:05 am

So, I don’t know where to begin. I have been a long time customer of Time Warner. We pay anywhere between $270 – $320 a month. For years we have the same problems, usually fixed by rerunning the cable lines (which should be down every few years just from wear and tear). I mean in the last (I’d say 11 years maybe 12) after months of running smoothly it suddenly starts cutting out. Pixelated and freezing even on boxes that do not have a lot of recorded content. Internet and phone cutting in and out sometimes for months eventually just staying out. These lines run across the front of my house not only literally laying on the porch roof but ran in through the over grown pine tree next doors branches which just so happen to me laying on my roof. Which I have actually questioned their techs over even telling one of the last ones I’ve dealt with that it makes me nervous. Anyway the last tech refused to rerun the lines would not come back out after doing nothing not even basic maintenance to resolve the issue without charging us. So I’ve been facing this outrageous outages daily for months. Finally taking it upon myself to ask someone to remove the branches of a vacant house next door. Time Warner has not been back out to do maintenance, and amazingly enough (knock on wood) since having these (seemingly problematic branches cut off) I haven’t experienced an outage yet (still pixelated tv at times but that seems to be an over all issue from the hundreds of complaints I’ve read tonight). Anyway after 2 weeks of consistent phone and internet, I do a google search about whether or not branches effect cable service. To my surprise what I found was not the simple yes or no I was looking for. While I found nothing about cable lines and branches. I did find utility lines and branches and how they’re supposed to avoid running lines with electrical current through tree branches. I sincerely hope they end this practice it doesn’t ONLY effect their service, but it puts their products and their customer in harms way.

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Wilson October 21, 2015 at 5:54 am

I live in Dallas Texas,
My address is 3XXX Park Lane Village.
My neighbor are stealing cable,
They are tempering with the green cable boxes and hooking up services from others services.
Cable wires running out across the yard.
So, if y’all are allowing this, I will not contact y’all again.

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Hope Moore October 18, 2015 at 10:46 am

I was a Time Warner Cable employee from January to March of this year. I was subsequently terminated because I missed one question on a training exam. I was aware that this may be grounds for termination as were many other policies to ensure the overall success of the company. However, since then there has been 3 training classes where fights broke out in the middle of training which is grounds for immediate termination as well as others who were allowed to retake numerous tests although this was against company policy. As a show of good faith I believe Time Warner should offer me my job back at the last. Time Warner claims to be an equal opportunity employer. I can attest that this is far from the truth. I have made a number of attempts to contact Time Warner with no success to come to some agreement in which I could be made whole, but those attempts were ignored. Hopefully someone will reach out to me in an attempt to rectify this situation in lieu of litigation. Sincerely Hope Moore

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TRUTHER October 20, 2015 at 6:19 pm

Actually, they give you two chances to pass a test in training and you have to get an 80 or higher to pass. You aren’t being truthful when you say you got one question wrong and was fired. File a lawsuit if you want, they are expensive and you probably will not win. just a thought.

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Lisa Buel November 7, 2015 at 5:11 pm

This coming from someone who masks their identity. Who are you to to question someone integrity? You need to move on and not comment if you can do it with integrity yourself here.

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Patricia Vince October 17, 2015 at 5:54 pm

I have been a Time Warner customer for years. I had a problem with my paycheck being deposited this week because of Rushcard’s highly public problems with their system. When this happened I had a promised payment that was supposed to be paid for my internet service. It was rejected and now I am going to lose my internet and phone service. I have to be honest. I know internet service is a luxury that I would normally do without if I couldn’t afford it and get it back when times got better. (Because of the glitch in Rushcard’s system, i now can’t pay this payment until next payday). However this time is different. My husband was diagnosed with terminal cancer last week. I brought him home to take care of him and made arrangements with my employer to work from home for awhile. I can’t get my local time warner to help or care in any way. If I dont have internet, there will be no working from home and with a seriously ill person in the house, I definitely need my phone. If I dont work from home, there will be no paycheck and we will have not heat or lights anyway. Can’t I just get some human kindness here and maybe a little more time. I have experienced poor customer service and uncaring phone calls before, but this is unacceptable.

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Irene October 22, 2015 at 12:18 am

I agree with you. Time Warner treats people terribly and they don’t care about anyone at all. They are too expensive. They have terrible service and their employees are totally untrained and unprofessional. If you need a phone, or when I wasn’t working I struggled and I needed internet to survive and find a job, it is by no means a luxury, it is a basic survival necessity and they need to make provision for people in financial straits. All other companies will work with you. Not Time Warner. You should sue them. I plan to as well.

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Perla October 13, 2015 at 9:13 am

I’ve had Time Warner Cable for years about as long as my tv. This year a lot of storm’s hit and two times it affected my cable box. Both boxes just stopped working. Well after the first box blew out it took my HDMI output with it. After the second box blew and a tech came and replaced it a couple days later 5 to be exact! My tv no longer comes on. So I took my tv to a service tech and explained what happened. They said that this is not the first time it happened and that the box was to blame. So I called TMC and explained what happened and all they have done is giving me the run around its been 3 months now. I’m told a supervisor would come out or call and neither has happened. I’m so tired of the customer service I’ve been receiving.

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L Glaab October 8, 2015 at 12:23 pm

Time warner likes to take advantage of its customers and doesn’t want to resolve issues.
My account was passed due, due to being on short term disability, for the first time ever having time warner. It was on the verge of being turned off so I paid the past due balance to avoid disconnect. Two weeks later, I was disconnected. I paid the amount due on my account bringing it to zero which wasn’t due until next week. So trying to figure out why I was disconnected if my account was current? Then I was informed it was a hard disconnect from the pole and I now have to be treated as a new customer paying first month service, running my ssn and paying a deposit to have me services restored? So I have to pay over $100 so have service that I already had because someone hard disconnected my services when it shouldn’t have been? I don’t think so.
Trying to talk to a supervisor, I was hung up on twice just at the mention of a mistake? I’m not happy and feel disrespected as a loyal customer to your slow “turbo high speed” internet. We as paying customers should be treated a lot better and employees need to be trained better. Also every time I call an American company and get someone from overseas to deal with my issues makes me lose respect for that company for outsourcing.

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Kat October 12, 2015 at 10:25 pm

They are ignorant like that, I had the same issue being on disability. I made payment arrangements with them and low and behold 2 days before I was due to pay thier bill they shut me off. I had one heck of a time with thier customer service people. I had internet service with them and told them to disconnect due to thier illegal hacking into my system, they would delete my system files to try to keep me from using my computer, I went through 12 modems with them a few years back to prevent thier hacking but it didn’t stop them so I disconnected with them only after walking up on them and catching them in the act of “pinging” me. This time I went through 2 modems and they darn near destryed my computer, thank God I had my degree in CSIS and remembered how to fix the system. It would take me an average of 4-5 times of trying to reinstall my OS. When I disconnected one of thier reps told me I would still be paying the same with or without internet service, she was very rude. After I went over her head and contacted the Dept Of Commerce about 3 times it got resolved but I still disconnected service and now they are hacking me again I caught them in my system AGAIN tonight 10/12/2015. I have thier IP address and all pertinent info for them to prove my case. NEVER AGAIN will I use TWC. Oh and when I confronted them about the hack they tried to tell me Com Cast was doing it, isn’t that hilarious!!! Guess I’ll be getting back to my contact at the Department of Commerce and let her know they are at it again. It’s not just you, trust me TWC is horrible and very ignorant….

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S Johnson October 7, 2015 at 12:15 pm

After reading some of the other comments . . . NOTHING IS going to change . . .

I do NOT know why I continue to deal with Time Warner Cable (TWC). I continue to try to deal with TWC instead of the satellite companies and newer companies because of your longevity in my area and I like basic things (with technology) ~ good things but basic.

I have been with TWC for a while when I have had to get cable television in my name, moved, etc.

I am now ready to move on to another company. Your customer service STINKS!

Every time I set up service or change service, I get a different story, amount and what services I requested.

A technician showed up at my new house on Saturday, October 3, to hook up new service. He asked for a COD and for my TEVO card (or something). I had no idea what he was talking about.

I was never told anything about COD for my hook up and to give to a technician. TEVO card … I still don’t even know what that is . . .

Once he called Customer Support and I talked to someone, they stated what services I had ready for hook up and it was not the services I requested and spoke to me like it was my fault when I’m stating that is not what I ordered.

Once the technician was almost finished with hooking up my services in the living room, I said aren’t you going to set up cable in my bedroom? He said, my order is for 1 television and internet. I said “are you kidding me. Why would I set up one television with cable prewired for 4 rooms?”

He called Customer Support again. Of course, they didn’t have that either. Of course, my bill went up again.

I AM DONE with Time Warner Cable! Enough is Enough … I have been quite for many years.

When I hear other people talking negative about TWC and how much they like their satellite television, I don’t say anything because I’m ‘old school’. Well, no more. I am going NEW school too. I will NEVER recommend TWC to anyone.

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L Adevai October 6, 2015 at 3:23 pm

To whom it may concern,
After being a customer for 15 years and taking all the crappy service TWC has shoved down my throat, I have now been trying to negotiate a better price as I don’t relish paying $150.00 per month for a phone and cable, without so much as one premium channel. I called twice to speak with someone regarding this issue, and all I got from your customer service reps was higher quotes … now if that isn’t the stupidest bunch of people I don’t know who is! I explained what I was offered by going to Verizon, and they basically said “Well, then go to Verizon”. So, now I will go to Verizon. Screw TWC and all the incompetent representatives and money-hungry corporate heads. Thanks for nothing. You really should listen to your customers’ complaints – they are many. When you are scrambling to keep afloat, we will be laughing. Hopefully this will happen very soon.
A VERY dissatisfied former customer.

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GRACE CHERRY October 4, 2015 at 10:04 pm

October 2015

Gentlemen:

I called Time Warner early after noon to inquire where we could get a new remote for our TV. I spoke to a gentleman that I could barely understand, but apparently he understood me, took down my information and told me that a ‘serviceman’ would be at my home within the hour. I asked him if I heard him right and repeated, and he said yes, that’s right.

As I expected, a tech did not come to our home.

We called the number again around 3:45p, spoke to someone named Sam and he explained that it was my computer that was causing all the trouble. I was on the phone with 3 different people (none were proficient in English language) for more than one and half hours.. I kept being assured it would be fixed…

At one point the tech asked me to try our remote to turn on the TV, which I did and I could hear him yelling from another room: “OH MY GOD”… I quickly stopped trying to turn on the TV and went back to my computer which had in my opinion, freaked out… He said to me: what did you do??? I told him just what he told me to do.. He fiddled around some more, then another gent comes on the phone and tells me he’s a special technician and he will fix this in a couple of minutes??? It was not to be.. One of the technicians told me that there were dozens of trojans in my computer. I asked what are trojans? As he had control of my computer, he brought up the definition of trojans in computers, then asked me to recite out loud to him what was on my screen??? Then he said he would have to make a call regarding cost for the new remote and he would get back to me in an hour??? I hung up the phone

Also, as expected, I did not receive the usual phone call from TW to inquire if I was satisfied.

I can’t tell you how frustrated I am. All weI wanted was a new remote. Why oh why does T-W have phone technicians that cannot speak English. For one, you’re frustrated because something isn’t working right, then you speak to one of your techs, who you cannot understand. Between the trouble trying to understand them and the awful background noise, it was maddening.

Please help us, we just want a TV remote that works with our TV.

Grace Cherry
**2 Clemson Trail, Murrells Inlet SC 29576
cell phone: 843-957-****
TW phone: 843-947-****, please do not leave a message on this phone.
Email: g*******@ymail.com

ps. I’d like to add that my sister in New York, who just signed up with TW, is also disgusted with your technicians. You really must do something about this.

a copy of this letter is being sent to: Thomas M. Rutledge, President, Charter Communications

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nathan szatkowski October 4, 2015 at 1:33 am

I have been a Time Warner Cable customer for a long time now. Over a month ago on a saturday my cable box went so after endless attempts with technical support I was advised that I would have to wait until monday to go to my local office to get a new box. I did exactly this 5 days later and when I returned home with the new refurbished box Time Warner could not activate it advising me to return to that location to get a new box. This time the 3rd refurbished box continued to freeze causing us to stop watching our programs and to reset the box. I call the customer service number 1 (800) 892-4357 and I was advised that they would send a non refurbished cable box in the mail. Several days later I only received a remote with no box. I waited 2 more days as I thought the box would be shipped differently. When I still did not receive my new box I called1 (800) 892-4357 and was advised that they never shipped me a box. The lady helping me said she would send me a non refurbished box as i have had so many issues and would wave the shipping fees. When I received this 4 th box it was missing a leg as well as had severe scratches all over the face of it. I didn’t even bother hooking it up. I was advised to go once again to the local office in Cheektowaga NY to swap out the box. This take me to the 5th box in just a little over a month. Is refurbished once again. When we DVR programs we find that some are cut off in the middle. When we watch live tv the box will freeze enabling us from controlling it so we a forced to hard reset the box missing a good portion of what we are watching. Fed up with the nonsense on September 29th I called1 (800) 892-4357 and spoke to Andy. He refused to allow me to talk to a supervisor. He stated he would make this right for me! He kept saying this. After about 10 times of him saying he can handle this without a supervisor I gave in as it was very exhausting. I told Andy I wanted a new box or I will be canceling my service. He assured me at the very latest he would call me on my cell on October 3rd 2015. He kept saying he was the only Andy there and that I was to give him a good review when Time Warner calls me back in a little bit and does a survey. (I never told Andy this but that was absurd of him even to ask me to do that as he has done nothing for me yet. Now that I am waiting for word of a new box I have 2 cable boxes in my possession and are getting charged for both even though the 1 is not hooked up.I have still not had any resolution on my concerns.
Desired Resolution: Refund
Desired Outcome
I expect a Brand New Box as I know they exist as Brand New Time Warner Customers would not get used equipment. I expect a refund for $25.90 for for 2 dvr services as well as $13.95 for equipment charges as they were defective and I want to be refunded for 5 weeks of cable service as I have missed shows and wasted my time on the phone as well as my gas driving to the Time warner location 3 times.

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Jane Booke October 2, 2015 at 5:37 pm

I have been trying to get an additional cable box for a new television in my guesthouse for the last 2 1/2 weeks. I’ve gotten about 12 different answers three appointments with three no-shows. It is been a nightmare. The worst customer service of any company I have ever dealt with. Something needs to be done about this company. It’s so expensive and there’s no customer service. No one cares

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Marlene October 1, 2015 at 2:12 pm

To all of you with complaints; I just came to get the Corporate Office address and saw these. Maybe if we all join together our problems would be taken care of by the company.
_March 2013_ I had a bill for $144.something so I sent a Western Union money order for $145 even. I was told they had not received the payment and thinking that payment would catch up I sent the sum of !44.something. I kept calling them and after a year I was told they had found the payment but nothing has been done. I wrote to the Corporate Office, I was told they found the payment. If they did then I have had a pre-paid balance. I am told they will send me a copy of where the found the payment and deducted it from my account. I have seen no such copy so now I am writing to:
Ohio Attorney Gerneral’s Office, Business Bureau in New York, My county proscuter and Time Warner. I am letting them know I have read a lot of complaints about them and am sending my complaint and varification of my payment to the above agencies. I have thought of getting an attorney and see how one starts a class action suit against Time Warner
EVERYONE WRITE TO THE BETTER BUSINESS BUREA,THEIR STATE ATTORNEY GENERAL and….I am not sure I will be able to find this page again….start a class action suit against Time Warner. If you should want to telephone me5138314423

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eugene freeman September 30, 2015 at 6:11 pm

time warnet tec came to my house and stole a purse. The tec got away with a little over $400. dollers. I reported the claim to warner. No one in the compant can tell me as to what happened to my claim? The tec came on the 25th of September. He returned on the morning September 26 at 7:30am to retrive his tools bags he had left on September 25. Purse was missing about an hour after he left on on Sept. 26. No one in Time warner knows what to do with my claim. I continue to receive the around resulting in no help at all.
No one could not tell me who is handeling my claim.

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Joe Geller September 29, 2015 at 8:01 pm

Everything the people above that are complaint about I’m experience the same exact problems!! So i will not write about this but i am with you all about TWC!! They should be out of business! I will say this the customer service people all give out different information and they are rude!!! So what is the correct info?? Lot’s of no shows foe appointments!! Let’s bring this company down!!

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Robert Hedge September 27, 2015 at 10:12 am

I have been a TWC customer for several years, thinking that would be appreciated by them but it is not. This past week I had trouble with my TV freezing. A tech came out mid-week and switched out my DVR box. What was not noticed until after he left is that every 45-60 minutes the new box will lose signal and re-boot. Very frustrating when trying to watch a show, sports event, etc. I called TWC on Friday and spoke to a tech who gave his name as Chris. He scheduled a tech to come out this coming Wednesday (9/30) as that was the earliest he said someone could arrive. He also said he would overnight me a new DVR box in case that was the issue. The following day when it did not arrive I went on the online chat. The rep there said it would be here by 5:00PM. At 7:00PM I contacted TWC again and was then told they do not send out boxes overnight anymore and it would be Wednesday before the box arrives. After going around and around about being lied to twice, I hung up. They have the most unethical staff I have ever dealt with.

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Jim September 25, 2015 at 10:34 am

Along with the other comments on this site, I have to agree that TWC is the worst in customer service. In mid 2015 we noticed several important emails randomly missing from our inbox. We looked in every possible folder and they were just gone. Called TWC to open a case to research this issue and was given a case number and told could take five to seven business days to resolve with a promise they would call back. Two weeks later I called and found out it was forwarded to the wrong department with the same promise, five to seven business days with a call back. One month later still no call back but is still in progress. Spoke with support supervisor, who was useless, said she would check into it and get back with me, never did. Two weeks I called back again, spoke with same supervisor and asked to escalate the issue and she said there was no one higher then her I could speak with. Two months gone by, still no response. Called today, 9/25, found out the case was closed with no results. As to why TWC never got back with me, they claim they did not have my phone number. HELLO, my account is associated with my home phone number, my phone service is with TWC!!! I cannot believe this company is still in business with the service they provide their customers. BTW the emails just mysteriously disappeared.

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Attorney LaFayette September 18, 2015 at 6:28 pm

I have delt with many business over the years. I am sad to say this is the worst company I have ever worked with. This complaint would take 2 long to write all of the numerous blatant, unprofessional and unethical people. The corporate structure in regards to prioritizing complaints is terrible. The supervisor in charge of the Columbus Ohio division (disbatcher) should be fired. I’m amazed that they are making money. Oh please explain how I never had service installed. The office of the president never even called back like the promissed. 2 much to write. May all my clients friends and family please never use this company!

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mandy September 15, 2015 at 6:52 pm

To the CEO’S when hiring employees they should learn customer service! I had service since July and they tell me now I apparently had another bill prior ( which I dont i had dish before) and disconnected my services due to that not my account now! Told me to pay it or I could not use my cable! Didn’t listen to it being mine or not. I’m extremely upset when I asked who I could go to hire up then them they told me no one! Worst customer service ever!! How do you make this right????? Who do I file a corporate complaint too??

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Howard September 14, 2015 at 7:43 pm

We have had TWC at our retail location for years now, very few problems. So when we opened a new location we went with them. It has been a billing nightmare since. We were quoted a “national” account price, but given a regional account price, which is more, for fewer services. I have had at least 7 account reps who introduce themselves, promise to solve my problem, send me 3 e-mails explaining what I already know. Then the communication stops, until we get a new rep, who goes through the whole thing again. Tired of this to the point of switching back to ATT.

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Vicki September 13, 2015 at 1:56 pm

To TWC (Glenn A. Britt and Robert D.Marcus),

We have been TWC issues since 8/31/15
and still going as of now:

Customer Solutions in Milwaukee not wanted to give some id number.

Tier 3 tech support not calling back, giving out wrong appointment info, giving out wrong troubleshooting info.

Contracted tech coming to residence and asking us what was he supposed to be doing, coming at wrong time window, his work order said one thing, but he told us and dispatcher totally something he wasn’t supposed to be doing.

Next tech sent immediately after the above was dismissed, said “I’m tired and I just want to go home as he was installing.

Issues with techs leaving after job completion and then a new problem, which if thoroughly doing their job, would have been seen.

TWC tech pre-visit calls on personal cells that don’t identify them as TWC and they don’t leave messages.

No call and no show based on a given escalated time frame.

It seems as if going from Insight to TWC caused a regression in tech knowledge and customer care and internal and external controls.

Also, calls to TWC this whole current month have averaged at least an hour.

Please, sirs do something about your company.. we really didn’t want to lose Insight Cable and we really didn’t want to go to TWC, since we had heard unpleasant dealings. However we gave the consolidation/transition a try ( which was difficult in its self with hardware and software issues).

Will things get better OR worse with Charter!

Thank you for your time.

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Tim Shreve September 12, 2015 at 6:24 pm

I feel I have been lied to. I have had this service for 2 months and for two months my bill is wrong. What’s worse is they can see what I am supposed to be paying, but they won’t fix it! I need a call from someone in the office that cares about customer service. Respond and I will give you my number if you care.

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Michael Pierson September 11, 2015 at 12:15 pm

I am so frustrated that now I’m not even sure if I want your service any longer. We have been trying to get you to come out and install for over 4 years now. Still you avoid my area. Even you have installed the box across the street form me about 30 foot and still to this day you keep telling ,me we are unserviceable. I watch all you marketing dollars spent and then wonder as a stock owner how in the world would I feel to know you shy away from customers that want your service. Triple play at that. Do you care enough to call and make this happen for over 40+ homes with your TWC on every street around me but mine.

Michael Pierson
956.926.****

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Sara Betterton September 4, 2015 at 1:53 pm

I am very unhappy to have the TXCN channel removed from the cable lineup in Kerrville, TX.
I’ve learned it was dropped all over Texas, north Texas being first. It’s a big state folks. We have relatives and friends all over Texas, and TXCN has good local coverage coming from the network stations in major cities.

We want that news. TXCN has news we can relate to: Not that TimeWarner from Austin stuff. Austin is NOT Texas news…Bring back TXCN.
As soon as possible please, it was frequently, daily, watched in our home. NO ONE I KNOW WATCHES ALJEEZERA….DROP IT!!

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Tracy August 31, 2015 at 7:49 pm

I am currently a TWC customer and We are in the process of moving and cannot completely do so until our internet is setup up at our new residence. My husband runs his business at home and has to have high speed Internet and also I have a son in the military in Japan and the Internet is my only communication with him so we are in desperate need of help.We have contacted TWC several times and the request is sent in and they can’t find our new address and they come back and say they cannot serve us at this time. Our neighbors all around us all has TWC. We have went in to our local office and they say all they can do is submit it again. This is a new construction home and we have even pulled up Google Earth to show them exactly where the house is. Everyone we have talked to has promised a call back but we haven’t heard from anyone. This has been going on a month now. Please Help!

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Cedric Wasano August 26, 2015 at 8:12 pm

I wanted to let you know how good this employee is. I called and right off the bat let her know that I was rushed. This is a copy of the chat. Absolutely above anything I expected in the way of speed and efficiency. My hat’s off to your company if you keep hiring people like this you will never have to worry about another customer leaving you for Charter or AT&T again!
info: at 18:45:54
Thank you for contacting Time Warner Cable. A representative will be with you shortly.
info: at 18:45:55
You are now chatting with Audrey.
info: at 18:45:55
** Please do not share credit card information in this window. If credit card information is required, the agent will push a separate and secure form to you. **
Audrey: at 18:46:06
Hello
Audrey: at 18:46:07
How are you doing today?
You: at 18:46:23
a bit rushed thank you
Audrey: at 18:46:23
You’re welcome.
Audrey: at 18:46:41
I understand your concern.
Audrey: at 18:46:42
Your monthly charges are as listed below :
Audrey: at 18:46:48
Monthly Rate:
62.99
Monthly Taxes / Fees:
3.43
Monthly Rate w/ Taxes:
66.42

Audrey: at 18:46:56
I see that you have a credit balance of $10.99.
Audrey: at 18:47:12
You don’t need to pay it as we owe it to it.
Audrey: at 18:47:23
we owe it to you*
You: at 18:50:33
Thank you for verifying the new amount. I currently get only about 30 mbps and there is a promotion for 15 mbps for 34.99 a month can I migrate over to that plan instead. I have recently changed jobs and now make considerably less
Audrey: at 18:51:12
Okay
Audrey: at 18:51:26
I will remove the Extreme from account which will reduce your bill by $20.00
Audrey: at 18:51:37
Which will be $34. 99 Standard Internet + $8.00 Modem lease
You: at 18:51:44
Wow that was fast! Your very very good at what you do
Audrey: at 18:51:53
You do have the option to purchase an approved modem from any retail location, and if you choose to do so and return ours, you will not incur the additional monthly modem lease fee.

Audrey: at 18:51:58
I will provide you with the list of approved modems.

Audrey: at 18:52:06
Shall I remove it for you?
You: at 18:52:50
Yes please do
Audrey: at 18:52:54
Sure.
Audrey: at 18:53:06
Done
Audrey: at 18:53:07
Is there anything else I can help you with?
You: at 18:53:32
Is there someplace that I can email regarding your efficiency. This took only 2.5 minutes
Audrey: at 18:53:47
Thank you.
Audrey: at 18:54:23
I will forward this to my team , thank you for your feedback.
Audrey: at 18:54:57
I’d like you to know that you can view the complete breakdown of your bill online through My Account or the My TWC app. The link for your reference:

Audrey: at 18:54:59
Is there anything else I can help you with?
You: at 18:56:27
Yes I am at the website but don’t see a place to type a comment about the speedy and efficient service
info: at 18:57:50
You are not currently connected to a chat representative.
*she had reset my modem remotely while on chat and I was out the door on my way to the gym in just a few short minutes. WONDERFUL service*

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Tony k August 24, 2015 at 12:44 pm

I am ready to turn my service off. I am fighting to get my reward Card. My wife and I have never been late paying the bill. I had a balance of 47.95 and tried to pay for the bill. And someone from the billing department told me the bill was paid and the $47.95 would come out on the next bill then rudly hung up. I have now also paid the bill up to three months in advance. How are you going to keep me as a customer. I am not happy at all plus the cable goes out for hours and I not once revived a call apologizing for not having service for hours. Being with this company has caused me a lot of problems. My wife told me that the quality of service with your company was very poor. I should have listened. I am will fight this to the end. PS unhappy customer

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Luis Toro August 24, 2015 at 11:59 am

Wow. I can’t believe this company. they are out of control…..

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joshua August 6, 2015 at 9:33 pm

Today I called your office because my services were not working. When I called they reinstated everything but my wifi and my phone services. I went in the chat and was told that my I had to call 800-677-9767 to set up payment arrangements to have the full services back on. My account was only 1 week late. I have been a twc customer for over 10 years. The account has always been in my wife name Tiara Smith. When I called the 800 number the rep was very rude and nasty telling me there was nothing they could do. When I asked for a manager she placed me on a 3-4 min hold and then disconnected the call. At this point I am upset. So I go back to the chat. I chat with and agent she then tells me my account is 90 days past due. Keep in mine that I have made a payment on the account every month the dates as follows: 04/04/15-130.00, 04/19/15 7.00, 05/05/15 100.00, 05/14/15 56.00, 06/10/15 130.00, and 07/08/2015 130.00. so how was my account 30 days past due? I am to the point to where I do not want to do business with twc anymore. I work for ATT I can get a very discount service through uverse. I just can’t believe after being a twc customer for so long I get such rude service. I really feel you need to re-evaluate who you have working for your company. If I talked to my customer how I was talked to today I wouldn’t have a job. I am very disappointed in your company’s customer service and feel like I was treated horribly.

Thank You,

Joshua Hanley

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Kristine Marcy August 11, 2015 at 3:27 am

They do this to everyone. They try telling you that you are billed one month behind but somehow its always3 months. How can anyone be be behind because when you first sign up you pay a bill right up front. They do this round about crap to make you look stupid. Take you bill and payments to a lawyer and stop them in their tracks. They owe so many people money for doing this but people don’t know what to do so they pay it or let it shut off. Im so sick of them ripping people off i hope they get caught. Good luck

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joshua August 6, 2015 at 9:29 pm

Today I called your office because my services were not working. When I called they reinstated everything but my wifi and my phone services. I went in the chat and was told that my I had to call 800-677-9767 to set up payment arrangements to have the full services back on. My account was only 1 week late. I have been a twc customer for over 10 years. The account has always been in my wife name Tiara Smith. When I called the 800 number the rep was very rude and nasty telling me there was nothing they could do. When I asked for a manager she placed me on a 3-4 min hold and then disconnected the call. At this point I am upset. So I go back to the chat. I chat with and agent she then tells me my account is 90 days past due. Keep in mine that I have made a payment on the account every month the dates as follows: 04/04/15-130.00, 04/19/15 7.00, 05/05/15 100.00, 05/14/15 56.00, 06/10/15 130.00, and 07/08/2015 130.00. so how was my account 30 days past due? I am to the point to where I do not want to do business with twc anymore. I work for ATT I can get a very discount service through uverse. I just can’t believe after being a twc customer for so long I get such rude service. I really feel you need to re-evaluate who you have working for your company. If I talked to my customer how I was talked to today I wouldn’t have a job. I am very disappointed in your company’s customer service and feel like I was treated horribly.

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Elaine August 3, 2015 at 7:22 pm

Today I contacted Time Warner about making a payment arrangement and asking for a extension. I wasi nformed by a representative named Emilo or Emanual that I could not have a extension and I needed to pay in full. Due to my payment schedule and a recent death in the family less then 24hrs ago I explained I would not be able to pay in full until Friday 8/07/15. The representative preceded to inform me that he would not be able to assist me unless I paid in full or paid 50%. I explained yet again to the representative I would not be able to do anything until 8/7/15. The representative then informed me my bill was due Sunday 8/2/15. I explained to the representative that was a Sunday and was then told “Well you should of called Saturday then”.In the past I was granted a extension due to some unforseen circumstances and was treated with great customer service. However this time around I was treated horrible. I asked the representative if I could receive a copy of my contract so this incident did not happen again, as well as maintain a copy for my records. I was then denied with the excuse being he could not send me my own contract. I asked for a supervisor or manger that would be able to assit me and was placed on hold for over 45 mins.By that time another representative came to the line asking why I asked for a supervisor. I prececeeded to explain why I wanted a copy of my contract. The representative then cut me off to inform me I needed to make a payment before I could have my own agreement.At that point I informed the representative that I did not appreciate the service I was received and that I would be filing a consumer affairs complaint. The representative said okay and ended the call. I would like to inform everyone NOT to expect quality customer service from Time Warner Cable.I will continue to inform any and everyone through social media and continue with my complaint to the consumer affairs and BBB.

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Nick Jesson July 31, 2015 at 5:22 pm

About three weeks ago we called to have Time Warner transfer our service from Verizon. We called the residential office and ask for 4 lines that would roll over. We were told no problem that they could do up to 6 lines plus they have fiber optical lines. We set the appointment for 07/28/2015. On that day at 8am the tech called stating he was on the way. A few minutes latter he called back and said he could not put 6 lines in at a residential location. He then told me to call Time Warner business side and order the lines from them. So I called their residential side first and cancelled the order because the tech told me I had to do that first.
We then spoke to the residential side and was told they would be out on 07/30/2015. Two techs showed up and I walked with them to the area they were going to install their system. I noticed the box they opened was the very same one that Verizon uses!!! I ask them what happen to the fiber optical lines that we were told you were going to set up and that it would take 6 1/2 hours to do. Both techs stated that Time Warner does not have fiber optical lines!!! So I told them there was no since in changing phone services if they were going to be using the very same lines that we are already having issues with. At that time I cancelled the order and ask them to make sure that they call Verizon to let them know we cancelled the set up with Time Warner. Both techs stated they didn’t need to do that because the lines would not be ported from Verizon until after the service was set up.
When I came back into our home ALL of our lines were down!!!! So I called Time Warner and told them the lines were down and to make sure that they call Verizon to turn our service back on. We were told that they do not do that and that we had to call Verizon and have the service turned back on. So for the next 9 hours I was on the phone to Verizon trying to get our service turned back on. I was transfer from one person to another person all day long. We were also cut off 4 times and had to call back and start all over again.
Around 4:30pm I finally drove over to the corporate office of Verizon and spoke to a manager. He did some checking and found that even thought Time Warner kept telling us the lines had not been port over from Verizon, that indeed they had been. So the whole day while on the phone with Verizon no one could tell me that. Three times I ask for a manager and all three times Verizon hung up on me.
A few minutes before 5pm I had returned home and once again called Time Warner residential side and finally was told the truth, yes they had our numbers and had had them since the 28th!!!!
Today I have spent over 5 hours trying to get Time Warner to turn on our service. We are now told that there is some type of problem that they have never seen before and they have contacted someone to fix the problem. During the mean time we have lost thousands of dollars in business and who knows how many customer’s!!! If our customer’s call our phone number and it is disconnected then they delete us from their system. In our business, once the customer deletes a vendor you cannot ever get back in!!!
The worse part of this whole NIGHTMARE IS, I called Time Warner residential side at around 8:30am and spoke to Steve and told him everything that had happened. At that time he told me that they can and do install up to 6 lines in residential area’s all the time!!!! I ask Steve to please check and make sure. He put me on hold and when he came back he stated that YES Time Warner instills 6 lines at residential location if ask for. I told him that we had only ask for 4 lines. So it looks like the bottom line is the first tech that came out did not want to do his job so he called me and stated that Time Warner does not instill more than two lines for residential homes! Plus on the 28th Time Warner residential side did not cancel the order like we ask them to. So now we have been without service for two days with a loss of thousands of dollars, plus who knows how many customer’s have already deleted us from their system!!!!
Since there are only Verizon and Time Warner in our area there is nothing we can do!! If someone has any ideals of what we can do to get our service back on please call my cell at 714-932-****. Sincerely, Nick Jesson owner of N.T.D. Electronics

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Nick Jesson July 31, 2015 at 4:50 pm

Three weeks ago we called Time Warner to change our business phones lines from Verizon. We were only changing because Verizon’s lines all so bad we cannot even talk on them. Their lines are so old that there is so much noise on the line that we cannot hear or speak to our customer’s.
We have a home business so we called Time Warner residential to set the account up. They told us we would have to wait 2 weeks. And we were told that they had fiber optical lines. We ask them were they sure about the lines being fiber optical and we were told yes!!! We were also told that the could install up to 6 lines at our resident. We told them for now we only needed 4 line.
On 07/28/2015 the tech called stating he was on the way. Ten minutes later he called back and told us that he could only instill 2 lines and that we would need to call Time Warner business. So at that time we called Time warner residential and cancelled the order. My next call was to Time Warner business service. I told them what had happened and they told me no problem they would take care of everything. Two days later the techs show up and I walked our to where they were going to install the lines. I told them that these are the same lines Verizon is using and that those lines are SO BAD we cannot hear or talk on those lines. I ask them about the fiber optical lines that we were told they had and that it would take 6 1/2 to install. The two techs said that Time Warner does not have fiber optical lines. Therefore I told them there is no reason for them to set you service with them since Time Warner would be using the same lines that we are already having problems with.
Before the techs left

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Brian July 29, 2015 at 4:07 pm

It have been with Adelphia and Time Warner for over 20 years. Tried to get a better deal from webside. Would like to get 200 internet for $55 a month. I cannot get it because it is for new customers. Customer loyalty is out the door I guess. It is sad ! The problem with big company’s is the folks at the top do not get true input from the customers.

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Elizabeth Gillespie July 29, 2015 at 11:27 am

Maybe I’m a freak, but I like Time Warner Cable. I’ve never had a problem except for one time when I had an scheduled appointment and the technician called and said that he was stuck on another job, then supervisor called and stated same, so they were there the next day first thing and I was compensated for my inconvience. Even if I was late with my bill (not very often) I call them, explain situation, and they work with you. Cable does not go out in storms, always a good picture, I’m very happy with them.

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wm. young July 27, 2015 at 7:04 am

i have been trying to grt my cable installes for almost 3 months now.. i even prepaid 729.00 i have been run around , lied to, i am pissed i guess it is time to take legal action…..

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Allison Barger August 13, 2015 at 9:32 am

I am contacting the better business bureau and the attorney general’s office for the exact same thing. I will also take legal action. I have had to withdrawal from online college and won’t be able to start the next semester either since I still have no internet. This means I will be in college longer and won’t be able to provide foe my family as soon as I should have been able to due to the run around from time warner. It is insane how a company can mess with a paying customers life like this. Sad part is no-one can do anything to correct the situation at twc.

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Dayna Dyrhaug July 25, 2015 at 12:09 am

I had a tech come out about mid June to install an update. In the process of the tech connecting the cable to the back of the TV, he drops my TV. It busted up the TV frame and ripped the door of the TV cabinet. A called was made to his supervisor. The supervisor came out, took pictures and assured me things will be taken care of. Well, for over a month now I’ve been getting the run around. Everytime I talk to him, he tells me he is going to get me a new TV and I will be reimbursed for the cabinet (it was custom made by a place that that is out of business now). He said everything is sent to corporate and he will call them and get by with me by a certain time. I’m on round 4 with him and it’s me calling him, he never calls me back. I also have 2 damage claims on record set up separately by customer service. Every time I call for a status, I get operators who act like they care and will get things done. Three of the five I have spoke with on this matter have told me they would do a follow up call with me on the status. Surprise surprise, not one has called me back. I’m soo fed up. Not sure what to do for now, but bug the shit out of them.

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Albrittney July 24, 2015 at 6:02 pm

I hate time warner unfortunately it’s the only thing I can have in my apartment complex my first installation was suppose to have been June 1, 2015 still to this day July 24 , 2015 I still do not have my cable or internet. I’ve been threw 9 technicians and they all have been lazy as hell. It took them over a month to replace my wire which have been damaged. They put it on the wrong side the first week of July and finally put it on the right side this week. The techs coming out now are giving the stupidest excuses I don’t have a ladder to reach your attic and the one that came today said it was after 12 pm and it was to hot to go up there. For this whole almost two months no one said it was a certain time frame for when they could go up in the attic and fix our line. We’ve been out to the store over 10 times in this past month and some change and have called customer service almost every other day to deal with them being rude. Still till this day no cable no anything I’ve been a loyal customer with time warner for years but moving to Charlotte and trying to get time warner has been the worst experience ever once I move and get to a apartment that allows me to have satellite I will be converting because it’s just sorry how the techs are just as lazy as the supervisors.

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Danine O'Donnell July 23, 2015 at 5:42 pm

Dear, TWC
Horrible follow up- I am a brand new customer and the cable only worked for 2 days. I had to go to one of your facilties to exachange for another box and still it is not working and the waiting period is a week. Not having a good customer experience and also the voip is horrid- everytime I talk on the phone I sound like I am in a water tank!
I would not recommend this service to anyone.
-Danine

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John Nguyen July 16, 2015 at 10:58 am

Hi, I was scheduled to install internet last Sunday 7/5/15. The technician came and said that he can’t do anything right now, the construction people have to install the line from the side walk to the electric panel first and it take them couple of days before the can install. Today is 7/16/15 I have not heard anything from TWC I call customer service they don’t know anything and I stop by local office and the said they don’t know anything about construction department. How do I know when they de schedule to install the line?

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jesse hamilton sr July 7, 2015 at 11:15 am

I was promise a gift card when I had the home security installed. my bank account was comprise twice resulting in me getting new checks and debit cards. I do pay my account everytime. I do asks for extensions due to the time I receive my ssi payments. Why is twc afraid to keep its promise to customers who pays their account on time. I have almost of twc services. Other alarm services have assured me that they would keep their promise when dealing with promotional. I am a good and loyal customer why do you refuse to send me my gift card.

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Rhetta July 20, 2015 at 3:41 pm

We’re going to have to band together as a unit to challenge TWC. They do this because they feel they are a monopoly and their consumers have no other choice. Write complaints to your attorney general’s office and the FCC. Perhaps collectively we can get TWC attention.

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Sarah pons July 6, 2015 at 11:02 pm

Hello, I have an account with your company. Have had it over a year now. My complaint comes from a experience I just had, I had paid my bill on the 3rd of July. 152.00. You took the money from my account. Today the 6th of July you once again charged another 152.00. Which has now over drafted my account. I called customer service and was told in so many words that I was lying and that they couldn’t see the second payment. Short end my bank statement doesn’t lie. Your company did charge me twice and I will be calling again and again till this is resolved! Very upset customer!!!!

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Ramona W July 4, 2015 at 8:43 pm

I ordered TWC on June 29th being told all i needed to do was plug my tvs into the cable outlet and service was ready. 3 days later i still don’t have service. The agent neglected to tell me all my TVs need an adapter or a cable box. I went to the local office and still got incomplete equipment (including NO remote controls). The outside installer still hasn’t arrived. Day 1 i was told ge would be here by 9 pm. Day 2 i was told 7 pm. Day 3 they say “its an all day appointment and there is no specific time”. No cable, no home phone, no internet…. But ive paid $200 already.

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Jerry July 6, 2015 at 7:36 pm

Welcome to TWC! This is the kind of service you will be getting from now on as long as you remain a TWC customer. I had TWC for a while and the only reason I’ve kept it this long is that I got tired of switching providers. However, I will be changing again soon. I’m so freaking fed up with TWC. My service has been interrupted a countless number of times just in the last 2 months. I’m lucky if it stays on all week. The mistake I made was to get in on that bundle….trust me you do not want to put all your eggs in one basket. I will never make the mistake of giving one company all that power. The cable internet is fast but what good is it if you can’t depend on it right? So if you are a new customer then you better take it from me and get out now. I will be splitting my services from now on. I’m getting Dish Network TV, and will try to get AT&T phone service and maybe internet. I think it is a little slower but at least people say it is reliable. Good Luck, Jerry

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C. Palm July 2, 2015 at 10:30 pm

I have always said that TWC Customer Service and billing are bad and my most recent experience confirms it yet again. They billed me one price which I paid, then saw my current statement that says “Unpaid balance 7.07”. Really? Huh? TWC billed one price and now they say I owe more? So I called Customer Service, got the runaround from a rep. who only gave lip service, did not solve the problem much less even explain the billing problem…she had no solutions, had no intention of resolving the discrepancy…said she was going to get a Supervisor who NEVER came to the phone. Bad billing. Bad Customer Service. That’s TWC.

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Dave June 29, 2015 at 11:48 am

Went on vacation to have our son call and tell us the internet was down. Had him do the normal things of disconnecting this, connecting that and cross wiring everything in between. Not any which were the solution. Contacted TWC on our return and was told our service had been disconnected. “Can you explain what disconnected means?” “Yes sir, we have a work order here authorizing the disconnection of your internet service.” Now I understand and did before I asked. I have been trying for two days to find out who authorized it and why. Have received the proverbial run around with one individual telling me it had not been disconnected. The only way they could reconnect was to buy into a different package. Their fault, my problem! Asked why I had to buy a different setup and was told the one I had did not exist any longer. Ok, can’t you just turn the internet back on since I still have cable under the old package? Live in the country and they have me over a barrel since no other service comes out this far. Would have dumped this outfit years ago!

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vivian stafford June 24, 2015 at 1:54 pm

I called to cancel to my service because of the continued increase billing and I no longer wanted the service. Wendy the customer service person puts me on hold for 2 minutes with package offering that I didn’t ask for or needed. When I tried to speak, we talked over me therefore not listening to what I had to say. Then put me on hold again for another 3 minutes saying she working on my account. She kept asking my questions that had nothing to do with me canceling my service. I was trying to be nice, but she became rude. 10 minutes on the phone and she still wanted to put me on hold to work on my account. Always a problem with Customer Service, and there are always increased fees. I paid my account on time every month, but it over! Can’t do it don’t want.

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Crystal June 24, 2015 at 9:20 am

I have been battleing with TWC for aver two years, I moved and it took them about three months to get my phone number to trasnsfer and seeing how I worked from home I lost quite a bit of money. I would spend several hours on the phone with reps that said they would look into it and get back to me, but never did. Finally, after hours and hours of frustration I finally got my phone number back. OUr service has been terrible though every since we got it, now I am going through it again, my wi-fi is not working and we constantly have to reboot our DVR boxes and loose cable service. So they talked me into getting the home DVR service the tech came out yesterday and hooked it up guess what still had to reboot boxes 4 times, wifi still does not work and I had to call them back 3 times. Not one rep could get sound on my TV or fix the wi fi, but they were ALL very persistant to know when I was gonna pay my bill and I let them know when my servive started working. They also told me I should go to Best Buy and buy a moden for $40 or $50 and that might fix my wi-fi…… I thought that is what I was paying them for!!!!

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kd gilmore June 22, 2015 at 9:33 pm

William answered did not say anything for a brief sec. then he said i could go f*** my mother. we had been disconnected several times. i asked him what he said to me and he said he was sorry but the call from me came in before he could finish what he was saying to his coworker. I asked to speak to the Manager . Joe got on I told him that William had just said something very nasty to me . He dismissed what i was saying then just kept repeating that i needed to pay a deposit. i said i would but i wanted to speak to some one above him he said i could not. that he would listen to the recording later. He continued to dismiss me and i told him i would try and take this higher. and ended the call

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P S June 22, 2015 at 8:44 am

This company is the only one that services my area…and they know it. They provide no service, no customer service, have no idea what they are doing, and don’t really care about anyone or anything. They charge you for services you don’t get, then don’t do anything to fix the problem. I have spent in the last 3 weeks a total of 8 hours on the phone, and 16 hours at home waiting for their idiot employees to come out and do nothing. The last guy left and said, and I quote, “there is nothing else I can do”. They are allowed to carry on this business and nobody does anything about it. What a joke.

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Lambwe Munyama June 21, 2015 at 10:10 am

This company is full of people who don’t know what they are doing. I recently moved from Addison to Dallas & I notified them about my change of address. I also had a legal name change so I went to a TWC office to show my ID with my new name & my old ID with old name. My info was updated I was told that a technician would come Saturday. The Tec never showed up so I called to ask why he didn’t show up , I was told my account was cancelled. My account was cancelled ‘coz of my name change. That is discrimination. I don’t think I did anything wrong. Thousands of people especially women (due to marriage) change their names every year. I will get to the bottom of this.

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happy customer June 18, 2015 at 8:53 am

I had just buried my husband was talking all over the place having billing issues due to vacation hold i demanded a supervisor my representative said allow me the time to assist you in resolving your issue she was patient empathetic assisted me in resolving the issue stated that 7 previous representatives didnt and stated on behalf of twc please accept our sincerest condolences and she followed back up with me two weeks later to ensure all was working well and asked if I was OK not all was bad I hope I get her again in the future thank you Sandtina E215547 (hope spelling is right) excellent representation of how customer service should be provided

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lisa June 17, 2015 at 7:24 pm

I’m writing you know to let you know that being a 30 year customer i have been violated by this so called company.I’ve called so many times i lost count Today I’m at the end of my rope. I ready to contact an attorney,action five news Carl Monday, stand on the corner with a bill board to let people not get TIME WARNER CABLE. This problem has been going on for over a year.we have been paying for internet at 54.00 plus u.s. dollars. up graded service and doing so they never told me they had to install a new modem.I didn’t even know that it mattered . So a whole year goes by with poor internet feed. Putting up with the kids screaming there games glitching freezing up ect…….. Then they have enough nerve to have people call you to do a bundle you say no and they will keep going, till you wish you were there to shack the life out of them.any ways they took over 650.00 from my family knowing what equipment we have in our house was not right for what we paid for they solution was to give me a 50.00 credit,i said screw that ,think again.that’s still an on going issue that is not been resolved, do to the shitty equipment they give you like my broken box that i have received after two other trips to to cable company and two other broken boxes. then the time involved on the phone checking for the signals ect…..And i mean hours and to people who cant even speak or understand English . when does it stop I THINK NEVER.So today i was to have service call no show.. So i called back this special group called team Emma at1 800 617 4311 x2541427 who made this appointment and of course you never talk to the same person, got a hold of team Danny and they assured me someone would be calling me in an hour to tell me when they would be there today and no show. So i called and i have to wait till Saturday Isn’t that just ——- great.I’ll let you all know what happens then. I wish i could switch be I’m in to deep they owe us,AND THEY WILL MAKE RESTITUTION

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Debi June 16, 2015 at 10:40 am

Worst customer service and Technical service EVER!!!!!!! I have not had any ON DEMAND Channels and I do not have HBO ON DEMAND channels since June 8, 2015. I have called numerous times. They have sent signals to my equipment and sent a Service Tech on June 13! Service TEch checked out all my lines and it is not on my end. He told me that TWC is the WORST ever!! And that no one in the company knows what they are doing. The right hand doesn’t know what the left hand is doing. I called after he left and was put on hold for over 1 hour. I called again today and was told that there is a problem that the Service Group Discovery Department was working on. But I was told I could not get there phone number nor could I speak with them. I told them that I will now think about filing a claim in SMALL CLAIMS Court as TWC entered into a contract with me and they are defaulting on the contract by not fixing the problems in a timely manner.

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Cynthia June 15, 2015 at 1:28 pm

Dear Mr. Britt and Mr. Marcus,
As the CEO and COO respectively, I hope that you are reading the comments being posted. Perhaps your largest revenue stream doesn’t come from your internet services, or any one of your other services. And perhaps you really don’t give a damn about all your customers. I sincerely hope that this is not the case. But my guess is that if you bundle all the services together and multiply by the number of complaints that I see here which statistically are less than 1% of non-reported complaints, you surely can admit you have a problem. So fix it, please.

If you are still reading this post, I’ve had a problem with my TWC modem since it was installed along with my home security system. I reported this 6/10 had to wait 3 days for a technician and then spent all Saturday afternoon watching him try to fix the problem to NO AVAIL. He was supposed to come back this morning with the original tech. Didn’t show. I now have to wait until TOMORROW for help. I work from my home. And thanks to TWC, I have not been able to work for 5 days. I was given a whopping $20 rebate since I could not use the internet. So against my firms’s day rate, TWC now only owes me $12,480. Please tell me, who is going to make that up???

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Tonia June 7, 2015 at 8:11 pm

Not all of the reps are assholes but majority of the ones that I spoke with are!! I was also stiffed on the $200.00 Visa Card. I was double charged and my account was double drafted. I am charged every month for a camera that I do not have. I have reached out to corporate and it has been at least 2 weeks and no response. I am being lied too with each call. I hope At&t gets there Uverse services in my area in a quick fast and a hurry.

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Christopher Gill June 4, 2015 at 5:35 pm

Just checking back here here. Same stuff,…. they suck! Don’t bitch to much though, they will retaliate by trying to double bill you or some other nonsense. Been there and they started hassling me as if calling them isn’t enough to give you PTSD. Comments the same- WORST CUSTOMER SERVICE ( if that’s what they call it). Horrible corporation!

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michellep June 4, 2015 at 3:32 pm

Worst customer service and the intelligence home department. I was cheated out of a tablet now my reward card. I was told i would receive it so i don’t pay out of pocket for the equipment. And now i have to pay. only one lead supervisor was pleasant. But the rest and supervisors have the worst attitudes. They don’t have experience dealing with customers dont listen to my needs and what i’m asking for. 80 percent of employees should be retrained. I am the customer and with out us as customers you don’t have a pay check. You act like robots LISTEN and respect us. I believe if you don’t have a pleasant attitude while assisting customers you should not be in this types of positions or have job. Please hire employees that need a job not a pay check.

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Tonia June 7, 2015 at 8:19 pm

Michellep I agree with your statement about the reps needing to be retrained!!!!

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Rachel June 2, 2015 at 9:24 am

Abysmal Customer Service. One of the worst in the industry. Awful, horrible agents that don’t kow the first thing about customer service. Customer Centricity gets a big fat zero. They put no focus on the customer, as it’s apparent with their call center people and how they treat customers. Every call it’s a guaranteed hour of your time, which is a monumental waste of my time. Their agents are not product experts, their so called billing system makes errors intermittently and it can never be properly explained. Spoke with “Markita”, which did no good. Where do they find their agents? Everytime you get a different answer, guaranteed. Awful!

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Psakal June 3, 2015 at 6:36 pm

I think everyone should get together and file not only a complaint with better business , federal communication commission and a class action law suite.

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Sherry May 28, 2015 at 4:25 pm

TWC has the worst customer service of any company I have ever had to deal with. We have been TWC customers for over 15 years. In January 2014 they did their typical and raised our rate again, so I called and was given a 12-month “promo” rate. Well, guess what — the rate went up again 2 months later. I have called every month for a year, visited a local store, and tried live chats to get our account straightened out. Of course, every time you call Customer Service, you get a different agent in some distant place, so I have to rehash the problem over and over again. I finally got someone in April to agree we were due an $80 refund, but it hasn’t been posted to our account yet. All we get are delinquent notices and threats to disconnect our service even though we make our regular payment every month. I tried today to get the name and address of the person responsible for customer service in my area, but of course that is not available. Like they’d have to kill you if they told you. Soooo ready to switch to DirectTV!

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Renee May 26, 2015 at 9:35 am

I have been a TWC customer for several years. Each time I call to make a change or do anything to my account, it always results in numerours follow up calls to correct the issue. Billing is always incorrect whenver I make a change. They screwed me out of a $300 visa gift card because they messed up my billing and took over 3 mths to correct it. As soon as I can get dish hooked up I am done with TWC. Worst customer service EVER!

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Willie Hinton May 20, 2015 at 11:28 am

Time warner installed a new cable at my home December 2014, I have called the local office at least ten time requesting that the cable be buried. I need help getting this cable buried.
Willie Hinton **** Canterbury Solon Ohio 44139.

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Gavin Brwon May 15, 2015 at 7:39 pm

First of all, I have been a Timewarner Cable customer for about 8-years. Customer Service is the worse we have ever experienced. Timewarner doesn’t treat their old/long -term customers like they treat you on the first day you receive services. Every year our bill goes up and the services get worse and worse. There are days when the Cable box just shuts down in the middle of a program. The internet has got worse. On top of that try paying for something you don’t have. For years we were charged for services we were not receiving.
We upgraded our packages to try and get better services and was quoted a rate that we agreed to and then the technician left a box out, which his supervisor said he could have called someone to meet him to get the additional box. Well, that did not happen so we didn’t receive it. Furthermore, it took over a month to receive the additional box but it raised our rate an additional $30.00. Which was another mistake on Timewarner. We probably have talk to about 7-8 different people who said they would help us and correct the mistake of the customer service rep and the technician. Well, what we got were a bundle of lies and false promises. And to add to that, the worse customer service we have ever experienced. Timewarner cable is one of the worse companies I know of and I will make sure everyone I know and even people I don’t know, know this as well. Today will be the last day they get another cent from us. Moreover, we thank GOD for Uverse being offered in our neighborhood now. Even if it was not offered as of today, I would rather not have anything if it had to come from Timewarner cable.
Lastly, I will be on all social networks spreading the word about timewarner cable and I will also be reaching out to the local news stations as well.

Regards,

Gavin Brown

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Tonia June 7, 2015 at 8:20 pm

Gavin – I am waiting on Uverse as well!!!

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Amy May 14, 2015 at 12:56 pm

I am beyond frustrated. I have been waiting for a tech to come to my address and start service. 30 minutes before, a very rude woman, Lisa, contacted me and said it was cancelled. I called back, the usual 10 minute holding, and the rep told me I owed 152.00 from an address a year ago. Not only that, I never received nor remember owing that. After that address, I moved to another address and had service. They started it, with no issues Never mentioned a past due bill?. I sat on the phone 3 days ago, to begin service at another residence, and nothing was mentioned. This was a hour long call as usual. Now, thirty minutes before a tech comes, they call me with this. I have been waiting. They have no information about this random bill, and now tell me to go to local office. I am beyond angry. Hopefully Verizon comes in my area soon. I am done with them.

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Wheeler May 11, 2015 at 5:32 pm

Last comments apparently deleted…so no thread. Overall, service was to start April 15, 2015. Now it’s May 11, 2015 and still unacceptable service. DVR’s not working properly. 6 service techs and completely documented numerous phone calls. BTW Important sounding OFFICE OF PRESIDENT or EXECUTIVE RESPONSE TEAM is speak for a technician. Nothing more!! Spoke with REGINA to cancel service. FIRST, I’M NOT paying for someone to pick up equipment that doesn’t work. I live 40 min from return office – HELL NO! I’ve had TWC internet for 20 years, now that I cancelled service – raising my rates!!!!!!! So I ask to speak to her supervisor – was told there is nobody!!!!! WOW!!!! Hung up and received a call letting me know that my bill ( I was told by VONDA on April 16, would be comped as within my 30 day $ back guarantee) was past due!!! Delete my comments again, I”ll keep posting my frustration!

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Marilyn May 7, 2015 at 12:41 pm

I have rarely had the kind of service problems that I have experienced with Time Warner Cable. They were ineffectual in helping to resolve my problem and as of now I have no phone service at all in my home office and do not seem to be able to find a time when they can resolve the issue. Not only that! The service man who came to my home without calling or letting me know he was coming, spoke to me on the phone through my housekeepers phone and he said that he would come back at 3pm to meet me. He did not come back and he wrote in his notes that I said that I didn’t know whether I wanted the service or not. Of course, porting my phone line already from my previous carrier would mean that I was unsure if I wanted the service, right?

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Sarah May 6, 2015 at 12:53 pm

I am very disappointed in the customer service department and with the horrible customer service I have received by Time Warner. I made a payment on my husbands closed cable account from 2010 on March 10, 2015. I was promised a receipt/ statement would be mailed to me as proof the item was paid. 2 weeks went by and I still had not received anything in the mail as promised. I called back March 24, 2015 and was told they do not have anything that can be mailed to me because the account was so old. Frustrated, I asked to speak with a supervisor. This particular supervisor was very rude and refused to give me his name. He told me that statements are not generated until a certain time in the month (which is completely understandable) and I should receive it within 2-3 weeks and he will do his best to expedite it. He gave me a “confirmation number” and said he would call me back as soon as the statement was mailed out. I very much appreciated this even though he was rude as can be.Today, May 6,2015, I called back because I still have not received a phone call from that supervisor or a receipt. I gave the very nice lady whom I spoke with,Betty, my confirmation number, which she told me wasn’t even a valid confirmation number and there was nothing on my account, according to her about the supervisor whom I spoke to was and the notes he said he put in weren’t there.. She was able to tell me that a request for a statement to be mailed to me was put in and denied. She told me there was no way for her to print me anything and apologized for all of my problems I have had with the company. She then transferred me to a supervisor and after being on hold for an hour I hung up. I will be contacting a higher up to help me resolve this issue. Obviously if your “supervisors” give out confirmation numbers that aren’t valid and say they put certain notes in the account that were never put in, something is wrong. I personally have never had Time Warner and never will after this experience. All I am trying to do a remove a collection item from my husbands credit report and I cant do so without something from Time Warner showing it was paid. Im sorry your that some of your staff has been poorly trained and does not know how to be truthful. I wish this company the best of luck with keeping happy customers.

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MARK RUBIN May 4, 2015 at 12:30 pm

so many times I have complained in the last month…I have been blocked on your facebook accounts, but no one will even contact me. I have complained to the fcc. locally they seem to have blocked my number. i cannot get through.for the 100th time..in march YOUR SUPPOSED CUSTOMER SOLUTIONS dept.made an agreement with me. I would pay $200+ on april 8 & TWC would send me a postcard for a $300 gift card. I agreed to not cancel my service.I did what I promised TIME WARNER did not. I am told the conversations are recorded..Please find mine and listen.Your solutions center has refused to even let me speak to a supervisor..1 person said there was no supervisor. Another one told me WILL would call back in 24-48 hours. Did will call you? He never called me.It has been almost a week since that lie. on ur facebook someone named Stefphanie blocked me this AM..JAY & JORDAN on the other TWC blocked me too..WHY DO YOU JUST LIE TO YOUR CUSTOMERS???? i AM IN CLEVELAND OHIO..MY NAME IS MARK RUBIN. MY HOME PH IS 216331****..UR SERVICE..MY CELL IS 954 309 ****…I REFUSE TO PAY ANOTHER PENNY UNTIL U COMPLY WITH YOUR FIRST PROMISE……

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Amy May 14, 2015 at 12:58 pm

I never received my 300.00

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Renee May 26, 2015 at 9:40 am

They screwed me out of a $300 visa gift card as well.

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Jeanna Hubbard May 4, 2015 at 9:03 am

After 3 months of technical support issues, countless hours on the phone with TWC on a daily basis, contact with over 30 employees, and multiple “undisclosed charges” being added to my bill every month, I have finally decided to no longer be a TWC customer after years of service. I have escalated my issues as far as the office of the president. In which, Mr. Marcus, has refused several requests for me to speak with him regarding his careless and rude employees (reps, supervisors, techs, etc…). Mr. Marcus does not care about his customers what so ever. Each and every employee there will lie to their customers, tell them what they want to hear just to get them off the phone call, won’t notate their account with truthful notes regarding the conversations they’ve had, etc… This company is nothing but CROOKS! They do anything and everything to get their bonus money and that’s ALL they care about! They’re liars, thieves, and cowards. I have never dealt with such hypocritical customer services individuals in my life. I have never been so disappointed and disgusted with a company. I will NEVER be a TWC customer again. The BBB, social media, and Howard Aine will all be contacted regarding the mistreatment and unprofessionalism of this company. Thanks for doing everything in your power to screw your customers!

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Maria Toledo May 2, 2015 at 10:11 pm

I am very upset with Time Warner. I ordered the fight of Mayweather vs Pacquiao on Pay Perview today, 5/2/2015. I have company over waiting for the fight and still no fight. I have called cusomer service, to inform them and have yet to resolve the problem. At one point the representative said, she will call use back in 15 minutes, it’s been an hour and no call back. I will be canceling soon

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Lisa May 1, 2015 at 12:01 pm

I had the worst experience today with one of your customer service reps over the phone. Her name was Tanya, ID No. C215978. I tried explaining to her that I just finished chatting with an agent, Nick, who was very nice by the way, and advised her of what he told me. She proceeded to cut me off, speak over me, she had hatred in her voice, was very sarcastic and she wouldn’t let me finish what I wanted to say. Instead she would say, “you’re only telling me half of the story” or “I’m trying to explain to you but you don’t let me speak” (at this point I started cutting her off because she was so rude), then she says “I’m trying to look up your services, before you interrupted me”. Who does that? I don’t want her fired, just spoken to or given a warning to be nicer to customers. My bill jumped from $200 to $271… I was just trying to find out why and to get a better deal. Thank you for taking the time to read this.

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Sylvia Landau April 30, 2015 at 7:51 pm

I received a bill that was an error in the amount of $297.95. It was 3 times my usual monthly bill. Michael at ext. 1462963 promised me that an adjustment would be made. I sent a check in the amount of $151.16 that he told me was the correct amount. In also received a call from Sabrina Mojica who assured me that corrections would be made. I received a bill on line from Time Warner today in the amount of $297.95.
Apparently this was not resolved. Both Michael and Sabrina assured me that this error would be adjusted.

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Geniese Janoski April 21, 2015 at 4:38 pm

I am sending you this E-Mail to Inform you of the very poor Customer service I received in one of your store locations- 1525 Old Trolly rd. Summerville Sc 29485 The name of the Rep who was assisting me name was Ny. I cannot locate the store phone # in order to report her to Mgmt of that store and was told by “Ny” He was not available. My acct #202046443904001 If you check my account you will see I alway’s paid my bill in a timely fashion and considerd myself a “Good” customer. The conversation between me and The Rep. “Ny” was I was simply asking for her assistance in helping me to reduce my pkg. U have a special need’s child and could no longer afford the 174.00 I was paying, She not only said she couldn’t help me I had to call the 1-800# she shook her head in what they call “Ghetto” style at me while asking if I needed wireless Internet, I didn’t understand what she was saying so the more questions I asked the ruder she got I then pleaded with her to not argue with me, just so she would stop going on and on…So by this Time I was then very Upset and was runing out of patience with her so I said well if I can’t get help then I will disconnect and switch to Direct Tv, she then said “Do what you want to do” and asked for the bill amount. I am now a Direct Tv customer! This person I feel need’s some type of reprimand for the poor customer service she give’s and maybe some re-training. I have been a Time Warner customer consecutive for the past 2yr’s and before that I alway’s went to Time warner before any other provider’s throughout my life. Please contact me at jano****@yahoo.com I just feel sick about this and need reassurance this person was at the least spoken to about her poor attitude, Sincerely and Unfortunately no longer a Time warner cable customer, Geniese Janoski

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Wheeler April 16, 2015 at 5:00 pm

Time Warner Employee “Ben” was my tech at 4PM today. He was a 180 from my previous post. He was well dressed and even wore booties over his shoes. He arrived promptly and it took him a matter of 20 minutes to get service working. He informed me of the functionality and services inherent to my DVR’s. I actually received my phone number this time. Sad that what should be the norm, has me so impressed. Don’t doubt that my experience before 4PM today was unacceptable and needs addressed immediately. I’m anxiously awaiting my call from executive services tomorrow.

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Wheeler April 16, 2015 at 11:55 am

My appt was Wednesday noon. Tech on time. By 6pm after exhaustive phone calls,being told I would have a 3 day wait for service and a day WITHOUT PAY for me – incorrect codes were blamed. Felt sorry for James so,soft drinks, a free cigarette and a now missing lighter later… The tech said he was going to another call & would return. He forgot his tools, therefor returned an hour later. Tech said he’d return by 8:30 PM to finish job. SHOCKER – he never came back! Left 4 DVR’s and other equipment on my floor. I called TWC and a ticket was put out by Alicia for a return to job asap. SECOND SHOCKER – it’s now 10:30 PM and nothing. Spoke with Brandon at 10:36 PM, Put on hold. It’s now 10:45PM..Now speaking with Angie, who is delightfully helpful in a sea of crap. She said that she would forward the info to management. Now Thursday morning and nothing. 3phone calls & run around happening. When I asked to speak to a spv, Reggie just put me on hold until I hung up, Marion gave me a ticket number and I was told I’d recv a call within an hour. Person called and told me nothing could be done as tech office closed today. Spoke with a lady who then acted annoyed that I refused to accept waiting another day for a tech. SUPPOSEDLY a tech will be here today at 4PM. So 28 hours later…Where’s my call from management? Nobody even seems concerned that I have 4 pieces of equipment that I would be charged $500 a piece for if I didn’t return it. Customer service at it’s best? Switching to Dish TV apparently.

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Elizabeth Milliken April 14, 2015 at 6:28 pm

Since I do not really know who to contact, I am hoping that this email finds its way to the advertising department.

This is not really a complaint, just a observation/suggestion. I am writing about the commercial where the little girl throws the coin in the wishing well and wishes for a puppy. At the end of the commercial, I think it would have been better if the mother asks: “where is the nearest shelter?” instead of asking for the nearest pet store. Her pet store question just turns me off to the entire commercial. With all the “throw away” animals in our shelters, it would be nice to recognize that they need adoption and this ad just might have worked for some of those desperate animals. Like I said, not a complaint, just an observation. Solution: re-shoot the commercial and change it to shelter.

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Chris Owen April 14, 2015 at 3:04 pm

I got TWC cable under the promo that I get a package designated as being able to get a free HP laptop 2 in 1 touch screen.

Kept my account current never got the link to fill in for the laptop called back to talk to the sales rep who signed me up after 6 months of waiting for the laptop and was told they would have to research this after more time some mailed me a letter with a NEW promotion that if I sent in information that I was a student at college or a bill from Verizon I could get that laptop.
Did that and waited for mail to run about 1 month after sending the information I called and after the huge passing about of phone transfers I got someone that said that it was not in their system and may have gotten lost in the mail room and that they were closing the promotion out.

I have called to collect on this many times since and IF I get transferred to someone that remembers the promotion I get a story about how my package did qualify but then suddenly it did not and that they were going to resend the letter to me so I could return mail request with another bill from my old provider.

I had 15 service calls to “FIX” services where the internet speed would crash from 100meg to 25meg randomly and as a test at 3am when no one was online could show issues with speeds.

I have a Device protected by the Net Neutrality Laws of ’86 where TWC partnered with a 3rd party block out bound sending of emails. I asked to port my email from Verizon to keep my email address I was told by Verizon and now by TWC that it was impossible to port emails like Cell phones we I already had a solution to that and my DEVICE receives all my email but I can not transmit email. Every Tech can see how and agree that this is a violation of the Federal law and now FCC and the suggestion was to get off the dynamic IP that is blocked with a date in the data base from 2001…. I just got this in 2015 so the black list is not from me, turns out the company that is blocking this does this for profit from TWC was what they told me on chat.

Solution pay $500 and get 25meg/5Meg service instead of 100/75 for $75.00 Ok so in this MONOPOLY I can get Verizon FIOS 300meg for $300 a month business with a static IP why would I pay $500 I dont need that kind of speed so I can go with 100/100 for $180 and a static IP if I get a DSL I can get a static IP on residential.

I am not stupid as the sales staff seem to think. I am now wondering if TWC takes the lead from Comcast as the worst company.

I got cancer and have been very vocal about this with all the sales people waiting for a call back from management that never calls back as I have had a lot of things to deal with as of late and asked that a manager call me before I went in on a certain date (2 weeks) so as to have time for a follow up.

I called in today and ended up with a disagreeable staffer and asked to talk to Robert D. Marcus new CEO as CEO: Glenn A. Britt has passed away according to her I then asked for CFO: Irene M. Esteves and the staffer did not know who she was I then asked to talk to the new COO and she said they do not have a COO.

This is simple bait and switch and I feel the DOJ and FTC need to open a expensive Class Action suit.

How many more people got ripped from this Promo? Contact the DOJ and FTC and complain the more we send in the more clout the larger the lawsuit and TWC will need to start treating customers properly not switching out promos when they want to.

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Lisa April 10, 2015 at 5:03 pm

Time Warner is the most money hungry company. Talked to four incompetent people that were horrible doing there job, but were very good at misinforming me. I’ve been with them for years & I’m canceling my services after this ordeal.

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Tony Foster April 10, 2015 at 12:40 am

I upgraded to the 50 meg internet and asked for a modem that would utilize the speed via online support I was told I could pick one up at my local twc office. the modem I was promised was an ARRIS MOTOROLA SURFBOARD DOCSIS 3.0 SB6183. I then bought a stand alone router to go with the modem. The office would only give me a router modem combo stating they did not have the one I was promised.Then I contacted support via telephone and was told it would ship out in two days I never received it. So for the third time I contacted support and was transferred three times having to give the same info 3 different times to ultimately being told that I would not get the modem I was promised and the router I spent my own money on was not there problem. I pay over $200 dollars a month and almost every month buy multiple movies. I feel like twc doesn’t treat its customers with respect or cares about them. I am very disappointed and am thinking of exploring other options.

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Tony Foster April 13, 2015 at 9:16 pm

I posted this comment because I thought TWC was such a big company that they didn’t care about there customers. I WAS WRONG as soon as someone that cares found out my problem it was taken care of fast. They were considerate and truly concerned with my problem. They listened and didn’t pass me off to someone else. that is what customer service is for. Thank you TWC

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Chris Owen June 7, 2015 at 5:30 pm

It is random act of kindness if you can call it that. I was promised a Laptop on a plan that qualified me for one but the RECORDS which they have control over differ I paid for the right service but the person taking the call she did not click the right boxes which they admit could have happened and I still do not have the 2 in 1 that was promised.

Bait and Flip it is a Felony charge but TWC has had all the time to change or even not even record this transaction correctly in the first place.

But hey in my field I have the ability to let customers with TWC know and suggest other providers so far I have moved 100 customers away to Fios or ATT since and will continue to get customers Business or Residential to a provider that does what they promise.

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Kenneth Lewis April 7, 2015 at 7:21 pm

Time Warner Cable has been steadfastly ignoring and refusing to respond to all of the inquiries of its Southeast Texas customers about why Root Sports Southwest cannot be added to the cable programming here. No one can get a response. The excuse was initially that once the Comcast merger is complete, Root Sports will be available. After over a year without official action by the DOJ on the merger, that excuse rings hollow. For several years now, Time Warner has left its customers without access to the local sports teams–Astros baseball, Rockets basketball, and Dynamo soccer. This is ridiculous and inexcusable for a franchise granted an absolute monopoly by local governments. It is time to revoke the exclusivity status granted TWC in our area. Many of us originally got cable in the 1970’s and 1980’s so that we could watch the Astros and Rockets. There is no justification for TWC not getting our local sports network to us as part of our package offering.

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F.Pritchett April 6, 2015 at 12:30 pm

I have been having trouble with my cable and internet for the last 5 months I have had 6 visits from the tech department. One time they come and say well everything is ok. I end up calling them again to tell them it is not. They do their little speed test and say something is wrong so someone else needs to come. We have went through this for months and we still are having problems. They have provided me with the WORST customer service. They are so inconsistent. The do not follow up whatsoever. I just called again and spoke to a customer service rep who I just got into it with because she made the stupidest suggestion I ever heard!! She asked me if I would like her to send another tech out. I told her how stupid she sounded to even to suggest that. Im trying to understand why she would think sending a 7th tech out that things will get fixed. I am going to try and submit a complaint with the BBB. This is a mess. I am now looking to go to another company that will appreciate me as a customer. I AM BEYOND FED UP !!!!!!! Who wants to pay full price for services that are not working properly?? NOT ME…. ANGRY customer

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Angelina Dolmers March 29, 2015 at 7:40 pm

Been given a runaround by Time Warner Reps since 3/18/15 and my cable/internet/phone are still not activated. Two appointments with their technicians so far are no show. Some of their Reps are very rude who says stuff like ” oh yea I can connect you to this department so you can ask for your refund and terminate our service” or stuff like ” well do you have the order number!?” I have never run across a worst customer service in my life! I worked as a customer service manager for a hotel for 12yrs so know what I’m talking about! Well I have another appointment with their technician on 3/31/15 at 10am-11am and this time I did get the order number just in case! I do hope that this gets resolved cause its so frustrating!

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Robert Litton March 19, 2015 at 2:16 pm

We have done everything to get the channels we are paying for to come in. A technician came out, said we needed new wiring but he could not do in that day. I was told someone would be out on the 19th of march between 0800 and 1200. No one showed and when my wife called to report the issue she was hung up on three different times. Not good customer relations. At one time I would have recommended TWC to anyone but due to the latest change for the benefit of the customer, I’m tempted to cancel and try one of your competitors.

Reply

maria March 19, 2015 at 11:09 am

My internet went out on Sunday, March 15.2015. We called to make an “appointment” for a service tech to come and check out the issue. The appointment was on Monday from 4 to 5. I get a call at 4:52 but missed the call. I IMMEDIATLY call back the number. No answer but get a voice mail box that has not been set up yet. I hang up and call again… same thing. No tech shows up. I call back on Wednesday and spoke to two reps, one tries to “reboot” my system. Nothing. Transferred to another rep to make an appointment, but tells me it is probably best to switch out the modem myself and pick up a new one at the TWC office in Arlington, Texas. I agree. On 03.19.15 I attempt to disconnect the modem and the wire is too tight, so I called first thing this morning. Called at 8 am central time, took me only a couple of minutes to reach someone. Luz tells me since she is a customer service person I do not have the right department. She give me a number to call. Can I just be transferred there Luz? No, Luz says, you have to call them directly. she gives me the number, so I dial the number, 877.892.2220. The recording asks if I’m calling to set up a new account for my business or am I calling about an existing business account.. ME- um… neither. For customer service press (whatever number that was). I follow the instructions… guess who I get… Luz! I say Luz, I just spoke to you about my issue, you gave me this number to call and that is not where I need to be, that number is for business accounts. Luz- Let me TRANSFER you to the service department….. ME- wait, what? I thought you couldn’t transfer me Luz….. Please hold…. I get Gina in the service department who is now the 2nd person to ask for my phone number, address and name. checks my account and repeats everything the first rep told me. yea, I know all of that Gina, I need to make ANOTHER appointment since the first rep was a no show…. oh okay, let me make you another appointment, sorry about that….next available is: 03.20.15 at 9. Gina, I say, I’m totally out of our internet service and have been since Sunday, the rep was a no show. I have students at home that require the internet for homework, they have deadlines to meet, I need to get this situated TODAY!….Gina- I understand your frustration, would you like to speak to a service department supervisor that can maybe help you with a same day appointment… SURE, of course I say…… please hold… hold… hold…. hold… hold…..20 minutes later… I hear dial tone. WHAT!! I call back, AGAIN…. get the wrong department, transferred to the service department, ask for a supervisor and ANITA the service supervisor from hell gets on the phone( ID number ADMP which of course is made up) who says I’ve read your notes and know the situation right after I introduce myself, and she tells me there is nothing she can do, and btw, has already asked the technician manager if they could “fit me in” today and he said no, there is just no way, we’re booked, especially since I MISSED my appointment, hold on Anita baby, I left work early to be there by 3:30 for my 4-5 time slot, no one showed, she said oh my notes say he showed up and no one answered the door, is your house a single story home, red brick and a wooden door….I latterly laughed out loud.. um yea, and so does everyone else in my neighborhood ding dong and btw, my door was open not closed. I said look ANITA I desperately need a tech today and I know they can fit me in for an MODEM EXCHANGE, not that difficult I know ppl that work as techs… you know what tells me… that maybe I should call them to see if they can help me….WHAT!!! – I have daughters that need to turn in homework and they are on a deadline. ANITA- sorry there is nothing I can do…by now I’m not just angry, I’m sweating I’m so mad, but Anita tells me that she can credit me 20 bucks for the missed appointment and guarantee a rep would be there ON TIME, (you know at the time of the appointment) I say hey Anita, your not doing me any favors, credit me the days too that I’m out of internet and make the appointment for tomorrow since no one will be available at my house, I have to take off of work AGAIN (after not so nice words were exchanged) she makes my appointment and continues to talk over me. NOTHING was resolved. Hoping I don’t get fired from my job for waiting on Casper the friendly ghost service tech.

Reply

sheryl k March 17, 2015 at 11:13 pm

Tuesday March 17, 2015-transcript from online chat
ISSUE NOT RESOLVED. VERY UNHAPPY.

Thank you for contacting Time Warner Cable. A representative will be with you shortly.
info: at 20:31:26
All representatives are currently assisting others. Your estimated wait time is 1 minutes and 6 seconds. Thanks for your patience.
system: at 20:32:12
You are not currently connected to a chat representative.
info: at 20:32:55
You are now chatting with Martin.
info: at 20:32:55
** Please do not share credit card information in this window. If credit card information is required, the agent will push a separate and secure form to you. **

sh
Hello. My current services monthly total shown on my account screen is $246.62??!! This is way over what i agreed to when i ordered this new package – the service rep said my new monthly total would be $95.49 +tax (all other fees & equipment included). Also, the service rep told me we would receive a dvr hd box, but the technician who set up the cable only gave us a regular HD box (Cisco 4742). Please explain both issues. thank you.

Martin: at 20:33:15
Thank you for contacting Time Warner Cable ONLINE SALES, home of the best Triple Play Offer, my name is Martin, what services can I get for you today?

sh
please see above comment, thanks.

Martin: at 20:34:25
I’m sorry for that and let me see what I can do for your concern today.
Martin: at 20:34:33
Let me pull up the account. One moment please.

Martin: at 20:37:17
Can I please have the complete service address including the zip code?

sheryl: at 20:37:32
i filled all of that in before the chat began, bu there you go:
sheryl: at 20:37:57
W203S10478 N Shore Dr, Muskego, Wi 53150

Martin: at 20:38:11
w203s10478 is the house number??

sheryl: at 20:38:17
yes.

Martin: at 20:38:25
Thank you/

Martin: at 20:39:52
2626791159 is this the phone number associated with the account?

sheryl: at 20:39:55
yes

Martin: at 20:39:52
2626791159 is this the phone number associated with the account?
sheryl: at 20:39:55
yes

Martin: at 20:40:28
Can you please verify the last four of the socials?

sheryl: at 20:40:30
6517
sheryl: at 20:40:40
9797

Martin: at 20:40:44
Thank you.
Martin: at 20:41:02
I’m on the account now.

Martin: at 20:43:01
May I just ask. Did you signed up for the 89.99 package?

sheryl: at 20:43:25
not sure – the agent did all of the “signing up” over a telephone call.

Martin: at 20:46:01
I see. Becuase the package that you have, upon checking on your services, is the same for the 89.99 package which will charge you around $96.00 including the equipment before taxes.

sheryl: at 20:46:56
That sounds right… So about that discrepancy on the screen monthly total? and the missing HD DVR box?

Martin: at 20:47:47
The DVR service is now included here on your services.

sheryl: at 20:48:37
right, bu ti don’t have a DVR box – or at least I can’t get the box/remote to record anything. maybe i just don’t know how to operate it?

Martin: at 20:50:58
I’m sorry for these inconvenience Sheryl. There is a department who specialize on these cases. I need to transfer you to that department and rest assured, this will be fixed and your bill will be the amount that was promised to you.. Would you like me to add the DVR before I transfer you to them?

sheryl: at 20:51:47
what do you mean by “add the dvr”… i thought the DVR was included in the promised price?

Martin: at 20:52:34
As I said, it is not included to what you have now so I’m asking your permission to fix it and add it before I transfer you.

sheryl: at 20:53:10
Does that mean that the price would then exceed $89.99 monthly?

Martin: at 20:53:47
I’ll give you the break down of what will the price will be..

Martin: at 20:55:00
It will be $89.99 for the services + $8.00 for the modem lease + $10.00 for the DVR. Total of $107.99 before taxes and fees.
Martin: at 20:56:06
I mean just before taxes.. Fees are included.

sheryl: at 20:56:27
this is not what i agreed to and not what i was promised. and where did the $8.00 modem fee come from – there was no modem fee earlier – or if it was then it was included in the $95.49 + taxes that i was quoted?

Martin: at 20:57:49
If that’s the case, I need to transfer you now to our Customer Care department. Before I transfer you, would there be anything else that the SALES Department can assist you?

sheryl: at 20:58:54
sure, please transfer me – i didn’t ask for a SALES Dept. rep, when i requested a Chat, i did specify that i had a billing question. Thanks!

Martin: at 21:00:33
Please stay online while I connect you to the next operator. Again, my name is Martin, Have a great evening Sheryl!

sheryl: at 21:00:40
ok, you too.

info: at 21:02:39
** Please do not share credit card information in this window. If credit card information is required, the agent will push a separate and secure form to you. **
Randy: at 21:02:45
Thank you for waiting. I will be with you in just a moment.
Randy: at 21:02:47
Hello!
Randy: at 21:02:48
Good evening!

sheryl: at 21:02:54
hello!

Randy: at 21:03:23
I read your previous chat session.
Randy: at 21:03:36
I do see there are no promotions currently active on account.
Randy: at 21:03:40
I apologize for the inconvenience.

Randy: at 21:04:22
You can get the rates corrected and promotions applied on account by contacting accounts and services department.
Randy: at 21:05:14
You can call Accounts and services department on the below number to update the offered promotion on account.
Randy: at 21:05:26
I will share the contact details where you can get this done.
Randy: at 21:06:38

Randy: at 21:06:38
Please call us at 1-800-627-2288 and we will be happy to assist you with your request. Available hours are 8.00AM to 8.00PM.

sheryl: at 21:06:42
I need this fixed now, as i have already spent over 20 minutes on this chat. When i spoke with a rep on 3/7/15 everything was “settled, so i don’t understand why it suddenly isn’t what i was quoted. I want a chat so that i have a transcript of the entire conversation, because it doesn’t seem that folks are being exactly direct and reliable over the phone..

Randy: at 21:07:14
I apologize for the inconvenience. I would like to transfer your chat to escalation department.

Randy: at 21:07:14
I apologize for the inconvenience. I would like to transfer your chat to escalation department.
Randy: at 21:07:25
The are our Tier 3 support.
Randy: at 21:07:38
They will have our conversation.
sheryl: at 21:07:37
ok, thanks.
Randy: at 21:07:42
Do you have any further questions before I transfer you?
Randy: at 21:07:44
You are welcome.
Randy: at 21:07:46
Do you have any further questions before I transfer you?

Randy: at 21:07:42
Do you have any further questions before I transfer you?
Randy: at 21:07:44
You are welcome.
Randy: at 21:07:46
Do you have any further questions before I transfer you?

Randy: at 21:07:46
Do you have any further questions before I transfer you?
sheryl: at 21:08:33
no other questions – i just hope someone can straighten out this mess!

Randy: at 21:08:45
Please stay connected while I transfer your chat.

Randy: at 21:09:16
There might be a short hold time before you join escalation department. I request you to be online till you chat get connected.
sheryl: at 21:09:27
ok, i’m here. thanks.

info: at 21:09:42
Please wait while I transfer the chat to the appropriate group.

info: at 21:11:42
All representatives are currently assisting others. Your estimated wait time is 2 minutes and 0 seconds. Thanks for your patience.

system: at 21:11:46
You are not currently connected to a chat representative.

info: at 21:13:42
All representatives are currently assisting others. Your estimated wait time is 2 minutes and 0 seconds. Thanks for your patience.
info: at 21:15:42
All representatives are currently assisting others. Your estimated wait time is 2 minutes and 0 seconds. Thanks for your patience.
info: at 21:17:42
All representatives are currently assisting others. Your estimated wait time is 2 minutes and 0 seconds. Thanks for your patience.

info: at 21:19:42
All representatives are currently assisting others. Your estimated wait time is 2 minutes and 0 seconds. Thanks for your patience.
info: at 21:21:42
All representatives are currently assisting others. Your estimated wait time is 1 minutes and 30 seconds. Thanks for your patience.

info: at 21:23:42
All representatives are currently assisting others. Your estimated wait time is 1 minutes and 0 seconds. Thanks for your patience.

system: at 21:24:33
You are not currently connected to a chat representative.
info: at 21:25:42
All representatives are currently assisting others. Your estimated wait time is 1 minutes and 0 seconds. Thanks for your patience.

info: at 21:27:42
All representatives are currently assisting others. Your estimated wait time is 1 minutes and 0 seconds. Thanks for your patience.

info: at 21:29:42
All representatives are currently assisting others. Your estimated wait time is 1 minutes and 0 seconds. Thanks for your patience.

info: at 21:31:42
All representatives are currently assisting others. Your estimated wait time is 1 minutes and 0 seconds. Thanks for your patience.
(For the record, this chat has now lasted over 60 minutes, with over 20 minutes spent on hold… I thought TWC was a “communications” company!?)

info: at 21:33:42
All representatives are currently assisting others. Your estimated wait time is 0 minutes and 30 seconds. Thanks for your patience.
(LOVE the “estimated wait times!)

info: at 21:35:42
All representatives are currently assisting others. Your estimated wait time is 0 minutes and 30 seconds. Thanks for your patience.
(I am NOT quitting – I want the service that I was promised at the price that I was quoted.)

My next message to send once I get a person at the “escalation department”: (ready since 21:23:42)
Hello – in addition to the previous transcript, please consider the following:
When the tech was at my house installing the tv service yesterday, he had trouble: our phone service stopped working. After talking with his home base it took a while but they managed to reset everything. The install tech told me that his office rep said that the order rep “must have pulled some shenanigans” while placing the order. So I’m guessing that someone at the home office pushed a button that deleted whatever deal had been set up for me just to get the phone to work again, and they left the account without any discounts and negated everything that i had been promised/quoted (?) I’m very unhappy at this point… the initial chat rep told me to “rest assured, everything will be fixed and i will receive the services promised at the price quoted.” For what it’s worth, the initial sales call on 3/7/15 at 9:54 am was with Jeff. Then i went online to check my TWC account the next day because I hadn’t received a call to schedule the appointment, and saw that an install was scheduled at an inconvenient time that i didn’t request. I immediately called TWC on 3/8 at 1:59 pm and spoke with Andrew, who changed the appt time and also mentioned that the sales person (Jeff) had done pretty much everything wrong when setting up my new services. Not exactly confidence-inspiring! The install went well except for the phone service cut-off issue, and the tech was nice enough, but now I’m spending what is supposed to be a relaxing evening on this endless chat instead of watching my new TWC TV service. Bummer.

Info: at 21:37:10
You are now chatting with Aaron.
info: at 21:37:10
** Please do not share credit card information in this window. If credit card information is required, the agent will push a separate and secure form to you. **
Aaron: at 21:37:16
Hello, my name is Aaron and I am glad to chat with you today. To better assist you, please give me one moment while I review the previous chat and access your account. Thanks for your patience.

sheryl: at 21:37:14 –posted my long additional comment from above.

(This simply sucks! I thought I was finished negotiating on 3/7 when I talked with the sales rep and he made the changes to my account!)

sheryl: at 21:37:55
Hi Aaron! please see previous comment as well – i understand that there is a lot there…

Aaron: at 21:39:59
I am sorry for the delay. I will be right with you.

sheryl: at 21:40:04
no problem.

Aaron: at 21:42:08
I will be right with you.

sheryl: at 21:42:10
ok

Aaron: at 21:44:11
Sorry, there is a lot to read here.
Aaron: at 21:44:21
So is it the 89.99 promotion that you were offered?

sheryl: at 21:46:26
No. I already had phone + internet and the price was just silly high, so I called to see if i could get a better deal. Jeff told me that i could keep the same services for $87.49 per month, or i could add preferred tv with epix, upgrade to extreme internet , and have a dvr hd box for $95.49/mo + taxes. Jeff didn’t mention a 89.99 deal.

sheryl: at 21:47:40
he said this deal would last for 12 months and then increase “by $10-15 per month”

sheryl: at 21:48:28
the increase was to cover months 13-36

Aaron: at 21:49:12
I have no way of getting you a promotion like that, unfortunately.

Aaron: at 21:49:48
I will have to ask that you contact Customer Retention for this issue.
sheryl: at 21:50:08
I just sat here waiting for your for over 20 minutes. please help.

Aaron: at 21:50:30
I am sorry, but there really is nothing I can do.
sheryl: at 21:50:49
WHAT??? how did the first agent on the chat tonight tell me that this can be resolved, no problem?

Aaron: at 21:51:05
You can give us a call at 1-800-TWCable (1-800-892-2253) and ask to speak with Customer Retention.
Aaron: at 21:51:10
Dept. Hours: Monday through Saturday 8:00am – 9:00pm, Sunday 9:00am – 6:00pm ET

Aaron: at 21:51:55
It may be able to be resolved, but unfortunately we do not have access to Retention promotions here in the chat.

sheryl: at 21:52:01
this is NOT helpful. How can this possibly have happened? Do you have a supervisor? I mean, someone who is there now?
sheryl: at 21:52:18
How can this be retention when this deal was just set up last week?

aron: at 21:52:45
The order did not have a promotion added to it.
Aaron: at 21:53:11
The promotions that are available for that type of upgrade are in excess of the price you have stated.

sheryl: at 21:54:02
I think it did have a code. and i think someone “erased it yesterday to make the installation run better. I’m not making this up! Are all of your sales department calls recorded? And again, do you have an onsite supervisor?

Aaron: at 21:55:29
We do not have Supervisors available to chat with, sorry.

sheryl: at 21:55:46
Are all calls recorded and available to TWC to access?

sheryl: at 21:57:36
hello?

Aaron: at 21:57:48
Possibly.

Aaron: at 21:59:20
I suggest you speak with Retention. That have much more flexibility with discounts.
sheryl: at 21:59:29
I might be interested, but what does that include? how does $89.99 jump up to $112.30?

Aaron: at 22:00:27
That upgrade did not qualify for it.
Aaron: at 22:00:57
I am just saying that even the lowest promotion there is for a tripple play is still more that what you were saying he quoted you.

sheryl: at 22:02:58
Then that person in sales should be fired, Outright. because if he lied, there are no excuses. The quote should be honored.This is just effing ridiculous. i understand it’s not your fault, but this is the most effed up thing i’ve dealt with in communications “services”, ever. it’s obvious you can’t help, and thanks for chatting. Not sure what i’ll do but this is not ending here. Bye.

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Gil Galindo March 17, 2015 at 8:40 pm

We ordered service to begin on March 24 Phone internet and TV..on March 17th our phone was disconnected by Verizons at the request of Time Warner Cable. Why would your company ask to import my number a week in advance of our services. This is absolutely the worst start to our relationship. I spoke to two so called level 3 representatives the first was IAN at 866-506-0972 he said he would call back in an hour I asked till what time he was available and he stated not to worry one of his colleagues would answer and read his notes as to what was going on with our service. Well 2 hours later we are still waiting. So I called back at the number he gave me another level 3 representative whom stated there were no notes and I had to explain everything again. The second representative said he was going to email dispatch and request an early date for service. This is not what we had requested and he told me to call Verizons and ask for a snap back which should put our phone service back on. I told him we spoke to Verizons already and they stated Time Warner was in possession of our phone number. They stated we had to contact Time Warner. After explaining to your rep what had occurred I asked him if Time Warner could call Verizons and take care of the error that Time Warner created. He stated no it is Time Warner that released your number early and I had to contact them. I reminded him that time Warner had requested the wrong date. He stated it was not his job to do that..so I asked if he could transfer to whomever was responsible to correct this. He stated no I can only send an Email to tell them you want an earlier service date. I explained to him we requested March 24, 2015 as our service date not the 17th. He stated if someone responded it to his email they would call me in 24-48 hours. We have a stroke victim as well as a heart patient that are waiting for instructions from their Drs. which they receive via telephone. I was told by countless people not to change to Time Warner Cable. I understand why your company has so many complaints. If this is how you start a customer relationship I can only wonder what more there is to come. So disappointing as we have not even received service from you yet and you have managed to drop the ball. An unsatisfied customer before even becoming a customer..Way to go Time Warner.

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AMarie La March 17, 2015 at 7:34 am

12 years customer.poured over $10,000 in your coffers. over the years, I’ve been yelled & cursed at, called names & been hung up on, assisted your technician with marital problems, and even had my own front door slammed into my face by a technician marching out of my home. I am still your customer because I have no choice. I just received a letter of thanks for being such a valued long term customer, & also to inform me that my rate is going up from $103 to $150. can somebody please write back and explain your corporate mission and goals regarding customer retention? thank you

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auran March 15, 2015 at 9:45 am

my name is not improtant such is my idea to use twc wifi to enable vehicles to travel safer how do i pitch this to investors where do i get a patent how do i protect my idea i am incredibly smart yet incredilby poor

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annonymous March 6, 2015 at 6:04 pm

Please forward this email to the approriate management regarding their subcontractor who put twc and its company at risk and discrimination against employees. This is in regards to Creative Communications Technology located in Covina California, managers name is Salvador Robles who manipulates employess and use them at his advantage both brivery and unfair to the employees. He sents out training tech out in the field without proper approval of twc and approved tech id # ..please check or audit all your training as of january 2015 as he is using other tech number and allowing trainee use them without proper approval and also discrimantes employees if they dont follow he direction. He also has people as employed without proper documents and use former tech number . i suggest twc audits this subcontractor of theirs before it gets out of hand.

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Angela Fisher March 5, 2015 at 6:31 pm

I had my service with Att turned off and A technician came to install service on February 18th 2015. He left cords out in the open, placed the router on the floor downstairs when my computer was upstairs, he cut my phone lines, so I had one phone working, no internet service and only one tv that was working and on top of that he tracked dirt and snow on to my carpeting. I had to call and place another order for someone else to come out and get the service corrected. A young man came out on the February 26, 2015 and he got to trouble shooting and found the problems that the other technician had left behind. He was very professional and wore shoe covers to protect my floors and he installed everything that was suppose to be originally installed correctly and explained to me and the customer service person that I was on the phone complaining to . They tried to charge me for coming out and 30 dollars for another box that I was suppose to get initially anyway. I do not ever want a contractor to come and install anything ever again. So I would appreciate if you would carefully screen the contractors the your company hires.

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Kristy Adkins March 1, 2015 at 10:01 pm

Please bring your service to our small town!

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Denise Prusacik February 13, 2015 at 9:33 am

A recommendation of “the nearest pet store” in you commercial is deplorable. Not only does it support “puppy mills” but it makes it “okay”? There are thousands of unwanted animals (adult and babies) that would love a home filled with love from the Humane Society, private people who rescue, rescue farms etc. Rescues make the best pets and family members. I have 2 wonderful cats who were found outside as kittens. They were vet checked and are fantastic company. My parents, who have TWC, have a rescue dog who was “rough” at first because of previous abuse, He is now the most fantastic member of the family. Love is all it took. I will speak to my parents to change your cable company. This commercial is disgusting.

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Alexandra Simpson February 12, 2015 at 12:50 pm

My name is Alexandra Simpson and I reside in San Antonio, TX. I am writing to you in reference to the ad airing on television where the woman wishes for affordable internet service and her daughter wishes for a puppy. When the woman’s wish is granted, she asks the TWC employee where the closest pet store is in order to grant the little girls wish. You may be unaware of the stray dog problem in Texas, especially in San Antonio. It is a HUGE issue here because of owners not containing their pets, lack of spay and neuter, lack of proper medical care, etc… It is heartbreaking to see so many animals suffer at the hands of careless humans. 25,000 dead animals are picked up off the street annually. There are thousands of animals euthanized annually in the municipal shelter. Rescues are full, no- kill shelters are full. There are thousands of dogs needing to be adopted. You would be doing a great service to the street dogs of San Antonio and the entire country if you would simply change the “Where is the nearest pet store?” to “Where is the closest shelter?” Not to mention the great PR for Time Warner Cable.

Sincerely,

Alexandra Simpson

ran****s@aol.com

“Its all about the dogs!”

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William Aicardi February 11, 2015 at 12:46 pm

Please pass this on to Corporate head of TWC who handles upgrades. Thanks
I just spent 2 days trying to get my triple-play upgrade setup. I spoke to half a dozen techs who could not help until a got one bright bulb in New York who fixed everything in 10 minutes.

You need to have one telephone number in the up-grade box to call in order to get a knowledgeable tech in the area in which customers lives, an American not the Philippino or Indian. I was close to sending everything back. If I had not gotten Rich in NY, it was all going back and I was going to cancel the security appointment…may still do it?

William Aicardi
So you think out-sourcing works…I am an example, it does not!

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sassybrat1904 February 5, 2015 at 9:41 am

Dear Time Warner Cable,
I am writing in regards of your commercial for the affordable internet. I was appalled that your commerical would make refrence to “where is the pet shop” so the woman could buy her daughter a puppy. This little line supports puppymill breeding, Private breeders and a lot of suffering for the animals that are being breeded.
This also is a direct insult to all the many people who volunteer at shelters, Shelters who are trying to adopt out many pets instead of killing them. To rescues who go that extra mile to save a pets life. to the Fosters who give their time ,patients, and love and a temporary home to save a pets life. to the many millions of people who donate to rescues, shelters, individual pets as pledges to save them , to Veterinary bills,to the Advocates who spend countless hours educating, signing petitions, writing letters like this to educate you that you are not working with the community when you put such a small statement that you did in your commerical. Please pull the commercial or change it and work with us instead of against us and give back to the community.
Sincerely ,
Jeanne O’Dell
A adovacate for the animals that can’t speak for themselves.

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sassybrat1904 February 5, 2015 at 11:01 am

Correction : patience

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Gina Lugo February 1, 2015 at 11:08 pm

Worst service ever!!! Missed NYE 2015 ball drop and second half of the Super bowl to include the half time show because this service is terrible and continues to drop out. Box went out at 11:59 am on NYE. Was hung up on twice and when finally got through was told we could get a $5 credit. $12,000 a year for cable, my son missing his first NYE ball drop and Super Bowl with his Dad. Yes, $5 definitely makes up for my familiy’s lost memories and paying for a am unprovided service not a problem! Please send yet another technician to our home right when we are about to sit down to dinner or I am trying to breastfeed my son!! We would love to have him in our home joining us in those moments!! Or maybe we should offer for the 3rd time, to schlep our newborn son with accessories to your local store to wait over 2 hours to exchange our box because that is most certainly something every Mother needs to do on her only day off! No please don’t offer to give us our money back for at the very least one month service just $5 will be fine!!!

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John January 29, 2015 at 8:26 am

TW, WTF servers down for 5 days in North Carolina area, have been continually lied to by representatves acting like they have no knowledge of the problem, THANK YOU again for more non-service I am paying for.

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Amber January 29, 2015 at 12:34 am

To whom it may concern,

I’m not sure if they know who is really running their businesses or call centers for that matter. Almost every representative that I’ve encountered has been rude and condescending. Today was the absolute last straw. The guy on the other end spoke go me as if I was dumb and couldn’t comprehend, never in my life have I felt so disrespected. I even spoke to a “supervisor” who told me that he has the highest authority over the whole company. I waited almost 2 weeks for service and nothing has happened, no one is professional enough to resolve my issue and I’ve been as patient as one could be in the situation that I’m in. Let me elaborate a little better. On 1/16/2015, I had called twc in hopes of getting a service set up, they told me that I would have to wait a whole week before someone could come out. So did so, I waited a whole week and NOTHING. They claimed that they called and came to my residence, but I was home all day and made sure my ringtone was loud enough for me to hear. No one showed, nor had the courtesy of calling, so I cancelled the whole thing. I found out that twc was one of the only companies that service my area, and so I gave it another go. This time I decided to self service so that the tech would not have to come inside of my residence. I figured that maybe this would easier and they could just set it up and go. You think that was the case? ABSOLUTELY NOT!!!!! That’s when I decided to escalate the situation to a “supervisor”, which was even worse than speaking to one of the reps. He had no idea what he was doing…at all. He told me to wait until 11pm for the tech to show up in which I found weird because I’ve never known a tech to come out that late. So I waited and NOTHING, instead they tried to cover it up and say that it was a mishap which in fact the recording had stated that it was set for TODAY 1/28 not Friday. That’s when I decided to call again for the thousandth time. The rep that answered sounds uninterested and dissatisfied with his life which is sooooo not my problem. I asked to speak with someone higher and he flat out said NO. And when I started to get upset, he laughed and started talking crap as if I wasn’t a customer. I remember his name and dept so it would awesome if someone can contact me and help me get to the bottom of this, because I had no idea that it was so hard to give a little respect. I work in customer service myself and in my years of experience, I’ve NEVER heard such terrible service and it’s unacceptable. Can someone advise me who can assist me with this problem.

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Amber January 29, 2015 at 12:38 am

I forgot to mention that the same rep kept calling my phone afterwards and then hung up each time before I blocked the number.. very mature right? NOT

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Christopher Gill June 6, 2015 at 2:16 pm

Had the same thing happen here. Customer Service rep got mad at me and called over 15 times and then just hung up, this going on till at least 1 AM. Had caller ID on the TV and took a picture of all her calls and the station number and e-mailed it to TWC. No response from them so called the BBB, FTC and the FCC to file complaint forms. TWC doesn’t care at all. The whole Board of Directors should be fired from top down. Horrible corporation!

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Mary Ward January 28, 2015 at 2:40 pm

To the CEO of Time Warner,

Petitions started against the GoDaddy commercial should include the current running of your commercial. Although not as upsetting as the GoDaddy commercial, the fact that you reference buying a puppy at a Pet Store is deplorable! If you spent any time rescuing and nursing back to health, or having to put down, the dogs that are saved from puppy mills that supply these stores, you would think twice about your commercial. If given a choice, as a rescuer, I would not do business with Time Warner if this is acceptable behavior to you! If you’d like to see what a rescued puppy mill dog goes through, check out some of the rescue sites to see the horrendous lives these animals are forced to endure to give you that expensive (and sometimes inbred) cute little puppy! DON’T SHOP! ADOPT! Edit your commercial to say “Where is the local animal shelter”! Be part of the solution NOT part of the problem. At least GoDaddy was smart enough to take down the commercial once they realized what they did!

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Sharon Armstrong January 23, 2015 at 8:38 am

I would like to thank Seth in the corporate office for helping me with my e-mail problem. I spoke with him on Thursday afternoon and with in 3 hours Chris in the Syracuse office had me on the phone and resolved my problem. Thank you again for being so kind and understanding.

Sharon Armstrong

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Tobbie Lumzy January 21, 2015 at 11:26 pm

Good Evening,
I have been a loyal Time Warner Customer for almost 12 years, and have had no complaints until today. I have been calling at least once a week since the middle of October 2014 about my bill. Today was the very last straw. I was promised in October that my bill after taxes would be no more than $136.00 a month for the next year. When I got my bill for November it was in the neighbor hood of $150.00. I called the Texas Time Warner Cable number. I shifted and move services around so that my bill would be no more than $140.00 after taxes. I called the Texas office back the second week of December because my bill jumped up to $196.50. Once again I spoke with the a retention representative to figure out what happened and how to fix it. I was assured that my bill would be no more than $140.00 after taxes, got rid of the whole house dvr for a regular cable box, was assured that I would not be charged for the fedex delivery and return and that for the next year I would not be charged for the 3 converter boxes that I have since the capable is switching to digital. I had to call the Texas Office again the first week in January because yet again my bill was $176.00 I paid $140.00 of the bill as I was told that was what my bill would be the remaining balance was suppose to be removed as I had been charged for Fedex and other fees that had not been wiped away. I called The Texas Time Warner offie yet again on January 20, 2015 because my bill still was not right, it was back up to $159.76, which was more than I had been told it would be be the representative from January 16, 2015. The representative that I spoke to told me that the promotion that the other representative had given me was no longer in service but that he would give me a promotion that would have my bill at $142.50 a month after taxes. Upon getting an e-mail from Time Warner Cable tonight January 21, 2015, opening that bill and going to the Time Warner Cable my Account and seeing my bill I called the Texas Time Warner Cable office yet again. The bill I was e-mailed said $159.76. The Balance on the My Account for Time Warner Cable says $196.27. When I asked about this I got told that the promotion I was given less than 24 hours ago was no longer valid and that the best they could do was give me a promotion for $149.50 before taxes. I got put on hold for more than 20 minutes for a manger and surprise surprise the managers office closed but Lori would be sure to have some one call me back tomorrow. I am not only posting my comments here, but I will be talking to the Fort Hood Public Affairs Office, the Better Business Beru, I will be calling the CEO, CFO, COO, posting this complaint on my Face Book, and Twitter account as well as telling every Soldier that I come into contact with about the serious disservice that I have received just tonight alone. I understand that Time Warner Cable makes billions a day and so one or two unhappy customers that your corporation does not keep its word with leaves, but eventually the one or two of us that leave will begin to add up and Time Warner will feel those loses in your bottom line.

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Jody January 21, 2015 at 2:45 pm

I called Jan 12 to inquire about internet service at my home. I was told that someone should be at my house Sunday morning to install the box. I received e-mails a day later say they could not locate my address. I called to confirm and they said they would have to send someone out to verify they could service my area. The next day, I received an e-mail confirming that someone would be at my house Sunday. I called the number on the e-mail to make sure someone would be there. The guy was very rude and told me that if I received the e-mail someone would be there and made me feel dumb for calling. I stayed at home from church on Sunday so I could let him in. Did anyone show up? NO! I have called several times, gone to the store and I just keep getting the run around. If this is how TWC does service, I do no wish to be a customer. The people that I spoke with, did not have good customer service and I do not appreciate that. When you are a place trying to sell your business, the employees should be willing to bend over backwards to help future or current customers.

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Amber January 29, 2015 at 12:41 am

I had the same problem recently but 10x worse, they really need to do better, hopefully our issues will be resolved.

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Linda Thomas January 20, 2015 at 9:05 pm

Additional information, I mailed Corporate Office located 60 Columbus Circle, New York City, New York 10023, Addressed at bottom of envelop attention Grievance and Complaint Department with full details of my situation, It appears that evidently no one has bothered to read it, since I have not received contact one way or the other!

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Linda Thomas January 20, 2015 at 8:38 pm

I have been a consumer customer of Time Warner for four (4) years now, digital, basic cable and internet. My record speaks for itself, but on December 19, 2014 I discovered that one of your employees attempted to take $250.29 out o my bank account without my authorization and I have been trying and waiting for your company to fid out who and compensate me for attempted theft that apparently he or she acted on. I wrote corporate office on Tuesday January 13, 2015 and mailed it, with full details and I still have not received a response. My record for 4years speaks for itself and I do not appreciate the way this matter is being treated, the $250.29 should be erased off my bill if nothing else but for the attempted crime and fraud from one of your employees. No one has bothered to find out who and it appears you don’t care, I have given you business for 4 consecutive years. You should have received my letter way before now, My contact phone number and account number was given to you. I expect a response by Friday January 23, 2015, I am trying not to take further actions, it is your job to investigate and compensate for the stress and increase in my bill which I would have never let get this far jeopardizing my services being disconnected after 4 years. Please give me my respect regarding this matter before I no longer have my services. Thank You! Linda Thomas

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Julie Jaramillo January 19, 2015 at 3:55 pm

It is hard to understand why Time Warner Cable has people working for them that are rude, unfriendly and unprofessional. I thought you have to qualify to work for this company and you should be customer oriented.
Well every time I had called your so call professional employees they had left me hanging in the phone for a very long time; or they hang up on me or what is worst transfer me around and around and around and NO BODY can help me or answer me or HELP ME.
I will like to know how I can get a job on this company so I can learn to be rude and get paid for doing NOTHING just making ure customers go with other companies that provide the same service as Time Warner.

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Francisco Rodriguez January 19, 2015 at 12:47 pm

I am extremely disappointed and feel very, very disrespected by you guys, Time Warner: your field/installation IT guys failed to me, not once but twice: it’s been about a month that I started having internet connectivity problems at home (current customer of AT&T) , and my oldest son needs to get/submit his assignments from College; anyway, I started searching around, and I found a good deal for internet and home phone w/your company; we set up an appointment and the very first time, IT guy showed up, but he instead of him drilling a hole in my walls(to get cables though) he assisted me to contact office to set up a: ‘wall fishing’ type of installation for Jan 12th at 1-2 pm; on that day, I took 3 hours off from work, so I could be present during the installation process, but to my SURPRISE, no one ever showed up and to make things even worse: nobody even bother to call me; after an hour of waiting, I call your customer service and an automated machine came on stating the appmt was from 2-3 and not from 1-2, spoke to someone in customer service(all of them are awesome, let me add) got transferred to another dpmt: dispatcher office( I believe she said) and they, assured me installation will be done on that day; the lady took my cell # just in case, and there it went another waiting time for me; anyway, after another hour of seating like an idiot (around 3:35 pm) nobody was showing up nor calling me, so I called you guys again, I got transferred to one more time to speak to a dispatcher and they assured me some one was on his way to my place and asked/given my cell # to contact me ONE MORE TIME; hours passed by and I called again w/same answers-promises……and nothing happened; I called the very next day from work to cancel the whole thing, since I had never experienced such a negligence and lack of professionalism, but again, customer service convinced me to give you guys another chance, and they’d waive the whole “fish wall” install fee and some other credits will be also applied to my first bills from you, so me being so naive, accepted it, and we set up another install appointment for Saturday 17th from 11-12; based on the unpleasant previous experience, I decided to call you guys around 9:15 am to confirm, and to my surprise, it was ‘re-scheduled’ again for this coming Sat 24th, which I know for sure I could not have chosen that day: I will be out of town that entire weekend; this leads me believe that here in Los Angeles branch(es) someone tends to change/re-schedule appointments as it is more convenient for you guys, and not for the customer; I cannot believe I had to deal with this type of situations not only once, but twice, and I just wanted to bring it up to your attention, since for the type of business/services you guys offer, I would have never expected to be mistreated like the way I was
Rich: at 9:24:08
Account number – 8448200015851768
Rich: at 9:24:14
Job order number – 1000944233061123
These are my account and first/original order #s, just in case you need them

Jose Francisco Rodriguez
**** Corbin ave
Northridge CA 91324
(818) 679-**** cell

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frank January 16, 2015 at 8:07 pm

I would like to say thank you from the bottom of my heart,To the representative from the corporate office I spoke with about a week ago,I wish I could Remember her name. My services were interrupted about mid December and it had been a few weeks that I had been calling the offices here in Texas.I could get nowhere,the only thing they would tell me was, we need a credit card or promise to pay date.they wouldn’t let me get a word in. I have been a twc customer for about 10 years. I was at the point where I was about to turn my equipment in,when i decided to call the the corporate office in N.Y..I explained to the representative that I had ran into some bad luck, my services had been off etc…so she asked do you mind if I ask what is going on and I explained to her that my mother had passed away in December 22,I had hardly any hours,the insurance for my mother was not gonna cover her services. She said she was so sorry and was gonna try to do everything she could for me.Well let me tell you she was typing every word I was telling her to someone,after about an hour my they turned my services back on and asked if I could make a payment by 01/16/15 and I said yes !!I told the lady that was the best thing I had happen to me in a long time,I couldn’t thank her enough. She said,”NOW YOU KNOW YOU ARE A TRUE VALUED TWC CUSTOMER”!yes I am and yes I will be for a long long time!!

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Mike B January 16, 2015 at 2:43 pm

All I wanted was simple internet. Went and made a deposit for a modem box and had a set date for the line to be turned on at the pole. Date came and went, I waited 2 days extra and still ad no internet. Called TWC back and they claim that my internet is on. No it was not on!! They went and turned my neighbor behind me on. Waited another 5 days and had a tech come out and see what the problem was. The tech found that there was no cable running to my house. There was suppose to be a survey guy come out and approve my place for cable to be ran. That never happened and so no lines where ran either. By this time I return my modem which they took my money right away. When I ask for my money back I am told it will be 4 to 6 weeks!!! They took it right away and now I have to wait? Now the other thing is they took $71 and some cents from me and the last know nothing customer service rep tells me oh they mailed your check on Dec 27th 2014. then he says oh it was mailed to TWC headquarters. Now if the 4 to 6 weeks is true they have till January 23 2015 to get me a check. other wise I am getting a lawyer and I will not care if I lose but I will have satisfaction in knowing I made TWC waste time and some of their own money. The sad part is I do not think they will care. When I look for internet again I am going with Verizon which has better package deals than TWC. I will never do business with TWC personal again!!!

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Eric Turner January 8, 2015 at 8:24 pm

Had to visit TWC office in Durham, NC today 3 times. Total of about 36 miles of driving. Both boxes had stopped working after about 6 months in use. This is a common occurrence within my circle of family and friends. i.e. TWC purchases inferior equipment. That’s problem # 1. Problem # 2, Customer NO Service, Customer NO Service, and Customer NO Service. Planning on writing to the CEO (probably won’t result in anything positive but it used to when an executive actually cared about a client’s opinion) Will repost after I get a response, if I do. Also plan to post my experience all over the internet wherever possible. TWC was recently in the Raleigh News and Observer regarding their horrible customer service ratings. Only Comcast was one step lower. Guess what? The two companies just merged. Need more competition. It always makes the incumbent step to the plate.

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diana ehlert January 6, 2015 at 3:58 pm

I was a Time Warner Cable customer for several years and due to poor customer service and increased pricing I decided to go with At & T. I was very pleased with At&T’s customer service and quality of their product. But a few weeks ago a Time Warner representative contacted me and offered a”deal” that initially was difficult to pass up. It included the same serives that I currently had plus additonal channels for a fraction of the cost. I reluctantly agreed and asked for the quote in writing of which I never received. The day before the technician came out I called to request the written quote but was given a verbal quote and was assured that I would get what was discussed. We had a tecnician that did not know how to install the cable and came without the proper equipment. He broke our very expensive big screen tv and left with only one phone working. We also did not receive a DVR in each room as promised. When I called to inquire why we could not record TV they said that it was “not listed in the quote” and that I would have to pay an additonal $80.00 per month for it!! Needless to say I was not very happy. I had the whole package with At&T for much less than what Time Warner was now going to charge me. I feel like this was a ploy to have me leave At & T and then find out that “oops” now you have to pay more if you want to have DVRs!!! I called several customer service reps. and was told basically to return all of the equipment or pay the much higher amount!! This has been such a nightmare!!!!!! My TV is broken and I do not have an updated cable package unless I am willing to pay more than what I was previously paying to At & T!!!!!!! I have truly learned a very good lesson and will never have any company provide work in my home unless it is completely outlined in writing.

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Monica January 5, 2015 at 5:39 pm

I called to review my bill and the customer service rep by the name Johanna badge # 7wc from Kansas City was so rude , unhelpful and because of both her and the supervisor I will be canceling my services . These ladies didn’t have any manners and were very rude !!!

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D. Murdaugh December 28, 2014 at 7:14 pm

People repeatedly complain about your reprehensible service department who constantly lie and just plain don’t care. No where else can this type of behavior be supported by management with no worry of repercussions. We ask for help and we’re not even given the decency of common courtesy. I’ve found an alternative and will be disconnecting my service shortly. This can’t possibly matter to you as I and many others have dealt with this behavior far too long. Perhaps a class-action law suit can bring our point home.

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Kirstie Greene December 28, 2014 at 5:13 pm

To whom this may concern,

I, Kirstie Greene, called to have my services disconnected on 12/27/14, due to moving. I spoke with a male representative first, that handled everything appropriately until we started discussing the modem. He told me that I needed to drop it off at the nearest location, which is thirty five minutes in the opposite direction of where I am moving. I asked if he would ship me a label, and then I could send it back via mail. He said he would have to transfer me to customer service. I waited for quite a while before a lady answered. She said I was disconnected. I told the lady my situation all over. She said she would talk to her supervisor about sending the box/label. She then got approval but said it wouldn’t push through. She asked if I could take it to Kannapolis, but that is the opposite way. I asked her what other locations were near me. She gave me locations that were four and two hours away. She then proceeded to ask if one of my friends could just take it as a favor. This is very unprofessional, and I could not believe I was even suggested this idea. I was on the phone for forty minutes, and just hung up. Waiting on the phone for forty minutes to disconnect my services with TWC is ridiculous. I later called back to see if I could get the label emailed to me and I would get a box to send it. I spoke with a man named, Chris. Chris said it cannot be sent to my location. I asked to speak to a supervisor and he asked me what more could a supervisor do. I then asked or corporates number, and he told me I could find it on the website. I work customer service myself and the service I received was very unprofessional and pathetic. I was very satisfied with my services but after these incidents, I would never refer someone to TWC. I would like this issue to be resolved. I can be reached at 864-492-**** or by email ****@ymail.com. Thank you for your time.
Kirstie Greene

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marvin December 24, 2014 at 3:20 pm

It was Great speaking with the President office, Ran by “Glenn A. Britt”, at time Warner Cable Inc. 30 Columbus Circle New, York,10023,the staff was very nice and very understanding with my concerns I will tell you that after explaning what I have been going though they made it a point that my complaint will be taken care of in a timely manner and it was the next day the cable company came out that moring and put the line in I did have to call the President Office again that day because I was not told when they were going to put the modem in I was told they were coming back out the day after the holiday, which was not going to wok for me, the same day cable company came back and completed the order, this order was place five days ago and the order was never completed I than felt the only way to get this completed was to turn to the President offfice, I must tell you there respond was concenring, and my complaint was with no delay in completing the order the fact that I was even gavin a credit on the account I want to just thank this Office for all there time in this very inportant matter, I look forward to, BEANDRA,CHRISTINE,DOUG,KENNY all Employee of Time Warner who reviewed my complaint and did a very good job to have a wonderful Holiday.

Thank, You/ Glenn A. Britt, Time Warner

Marvin

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Sori bardales December 17, 2014 at 11:41 am

I called time Warner today because i have a past due balance On my account. So I wanted to make a payment and setup a payment arrangement. The young lady that I spoke too the first time was extremely disrespectful. Her name is Sarah she was giving me an attitude as if she didn’t want to answer my questions or help me. I was Alittle confused about what she was telling me so she started raising her voice and responding in an unfriendly manner. She kept cutting me short as if I was a burden to her. I finally said I would make a payment and she started talking and hanged up on me while I was still talking. She didn’t set up the payment arrangement or did she take me payment. This is not the first time this happends not with the same customer service representative but your billing personal are extremely rude even your supervisor. I can see why the representatives act that way. I am the customer and I feel that if I’m paying for your services I shouldn’t get mistreated. It makes me want to leave time warner and go somewhere else where the representives are friendly. I understand its the billing department and they have to be alittle tough but it does not give them the right to be disrespectful and mistreat customers. I called back a second time and reported it to the supervisor. She really didn’t seem interested in what I had to say. She wasn’t helpful at all. I asked her what actions were u guys going to take and she said they would review it. I wanted the first and last name or at least the employee number of the representative that helped me the first time but she refuse to give it to me. Which doesn’t make sense to me. Specially because I was making a complain. I would really like you to take some disciplinary actions towards your employee because she was so rude and disrespectful and that is simply not okay. Specially me being the customer. Thanks for your time I hope to hear from you guys soon.

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Margaret Kuhm December 10, 2014 at 10:00 pm

Your people at Time Warner are unbelievable.i have tried to get the bill straightened. Out,then the charge another 125.00 to my bill saying the check A friend wrote wasnt his. It was his check,his name,and tells me some lady has showed proof it was her check ,it had a man on it…nice i get the tail end who is the lair.. Twice when you people turn off service and admitted how they are in the wrong. Today your company turn off the service. I am on a limi ted income and have paid for what I could, everything whomever is talked to adds more or tell me oh but you owe us from .Funny the last I talk to anyone they saw the mistake,,your people,I can say your company me…maybe i should charge you but oh way let soak her to death and make it a higher bill. Right now am sitting here thinking,well they wont even answer my letter,they are busy try to see who they can make life hell for.. should I have do their job, that 125.00 extra they are
soaking me for,is their job, not mine to see what happen to the first check. I am so upset and distressed over this if I dont get any answer maybe. I will get a lawyer who will be able to help me as I really think you have people working for you who are wrong for how they treat a customer. You need to train your people on customer relations and simple math classes. Yes am very anger,and insulted over treatment,along with charges on my bill. I have never been treated so poorly.
The issue of investating this matter. Simple upset, and totally disgusted with the standard of ethics of your empolyees. Tack on money saying bull and taking a customer to the cleaners. They should research their problems at hand and when there are issues like this,not tell the customer its up to them to fix it. They get paid for doing their job,not me. If I were to do their job ,I should get paid…end result …can you answer that? A bill over three hundred dollars that your company say I owe but it is my job to do their job… proving that this other customer,a woman said her was her account not my friend who is a man…give me a break wasnt born yesterday and not stupid either.
What is wrong with that picture people….

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Robert December 4, 2014 at 12:42 am

I had TWC for 2 years. I left AT&T for TWC. I had to turn off my service and on September 30th turned in my router. The lady there told me that I would get a refund within 2 weeks. It is now December 3rd and I still have not received my refund of $100. 00. It’s as if they are holding it hostage and punishing me for stopping service. Every time I call I get smoke blown up my A$%. They keep telling me that it’s on it’s way and I said how is it being delivered? on foot or horse back? They have been telling me this same thing for a month and a half. There is no one to help me and it is impossible to get a hold of the headquarters to speak with someone. I will never use this cable company again. This company has ZERO customer service skills and frankly a I DON’T GIVE A S**T ATTITUDE towards there customers, except at first when they are trying to get your business. Just like the car salesman who gives you the finger once you sign on the dotted line and your driving away in your new car. Customer Service goes out the window at that point.

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Greg Sonnier December 3, 2014 at 1:27 am

I live in Beaumont, TX. I was scheduled to get cable and Internet installed in my home. It did not occur sure to the fact that my address according to the inspectors is unsuitable for cable due to the fact that I have an old satellite antenna on my roof. And they have my property listed as the representative told me as a multiple dwellings area with satellite system intact, and I refuse them entry to install cable. I have attempted several times to get the construction crews to come out and speak to me directly and not evaluate my home from the street or from my driveway. Time Warner is the only cable system that we have in the area. Could someone please assist me worth this matter. Thank you very much. Greg Sonnier.

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Greg Sonnier December 3, 2014 at 1:30 am

In addition I have called the number to speak to the construction crews at least 12 times leaving messages and have NEVER had a return call.

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Mike January 16, 2015 at 2:26 pm

If you have not solved this problem, look into Verizon. Verizon now has a bundle for phone, cable thru dish, and internet bundle for a cheaper price than TWC

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Stuart December 2, 2014 at 7:44 pm

TWCable-really, do you want to get involved with a company like this?? I was promised a free tablet and now a supervisor says that I am not getting one. Read all customer support notes that I took to try to resolve this issue. Im outta here????
9/11
Spoke with customer service agent Kisha Id 85D re free dell tablet
She said that I will receive a card/letter by 9/17 with registration number-call the listed phone number and after 3 months of on time payments TWC sends the tablet to me. Assured me there will be plenty avail. At that time. If I do not receive card by 9/17 call customer service and they will register me.

10/7/14
Samantha ID V51837
Old Case # 19608035
She sees That this problem already escalated to “right dept.”-Rewards Card Dept.
Already registered for tablet The Rewards Card Dept will contact me 5-7 business days to provide redemption code. The I will have to register (??) at time warner .com/rewards. Upload old ATT bill ??I cannot do anything till the Rewards Card Dept contacts me.
Samantha escalated this call/request to Rewards Card Dept
New case # 19724149
Samantha will monitor and will call back 2-3 days with update
I provide her with my cell # She never has.

10/17/14 Called re tablet
Mike ID none
Started to read me rules re 3 months etc–I told him I know but these calls because limited quantities and I did not want To lose out offer He called in super–Kisha IDLl3G
Did some research–
Escalated by email to Darin ?(supervisors super) and a director
Darin Stroud will call back on cell by Monday the latest He did not call back
If tablet not available will probably get $300 gift card because I called so many time to ensue I get tablet.

10/21 Tues
Kisha called back
TWC is going to give me a $100 credit
I am ineligible for tablet because I added telephone service ($10 a month)
I told her that’s unacceptable-I was promised tablet. You (Kisha) promised tablet or $300 gift card.
Told her I was unhappy and TWC is losing a potential good customer. Been with Sprint and Dish for about 20 Years~ when I am happy I stay when I am unhappy I leave. It was now up to her and TWC. She said she was goingTo continue to work on it and would keep in touch. She said she had all my info-
There were witnesses to this phone conversation.

11/1/2014
Jonathan id ZHB
Resubmitted to redemption center with proper code with notes- not qualified but promised by 2 agents- I should expect 5-7 working days a redemption code in email for tablet. Previous agent used wrong code-ineligible .
New issue -case number 19921443

11/19
Spoke with Alex ID#HW1–
Ticket is in open status and he will close, but still searchable by TWC.. He contacted fulfillment center and told me that I will Receive the device by Monday 11/24

12/2/14
Talked to Rio Id V51204
He hung up on me
Called back and talked to supervisor Alexandria ID # 492490

Per Alexandria:
I have an ineligible plan–since I added phone service for $10 extra per month
I will not be receiving tablet
All other agents in error and what they said doesn’t matter.

End of conversation.

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Sylvia November 28, 2014 at 6:10 pm

New TV service: The tech that came out Friday said there is a filter on my line that is preventing me from getting all the channels. Since it was late, my HOA was closed & couldn’t provide them with the code to get into the utility closet. You’d think since they have my address & know where they’re going they’d know they need a code to get into the utility closet. So he set everything up & said he’d schedule the appointment with my HOA to come back out here because they wouldn’t need to come back inside. I waited till Wednesday… still nothing. I called customer service & the first lady I talked to had no clue what I was talking about & eventually hung up on me. I called again & the guy said it doesn’t sound like a filter is the problem because if that was it, I wouldn’t be getting any channels at all. I had to schedule another appointment with another tech to come out today & of course he tells there must be a filter on the line & he needs to get into the utility closet, but doesn’t have the code & of course my HOA is CLOSED. If that was the problem last time don’t you think they’d be more prepared this time??? I guess NOT. I told the guy who made this appointment I don’t want to go through the same thing again, so you guys need to be prepared, but why would they listen to the customer???

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kenneth r gayhart November 28, 2014 at 12:39 am

i live at 110 east spruce ave. apt.302 ravenna ohio 44266 i have reported to kent ohio office that the people living in 202 below me have been stealing cable from the cable box, i have pics of the box that was broken into at the ravenna ohio police dept. i have asked two of kent ohio’s techs to move the box so far nothing is being done. i also have talked to fraud dept. in kent,ohio about it my cable service, is being interupped by these people. the police here need the techs to let them know who is stealing cable i have pics of the splitter used in the box. on 10 november 2914 tech closed the box with a black nylon tie which i also have pics of.on monday 24 november 2014 once again the people in 202 have cut the box open again i can see from the ground that there is another splitter back in cable box again i called twc kent once again to have some come with a padlock to keep 202 from breaking back in i asked the box be moved from the 202 peoples window. i do not know why any one would put one so close to a window, i also have pics of it at the police dept. here in ravenna ohio 44266 can anyone help me speed up this matter to move that box i moved into this apt. on march 3rd 2014 had cable hooked up on the 4th i would know why the tech did’t report it being with a lock on it the people in 202 have been stealing since the cable was installed. will some one talk to officer andrew wert police dept ravenna ohio 44266 to get the first pic that i took you will see how close that box is to that window . please call the officer at 330-296-6486 i need to stop this. or call me with someone who can help me. 330-839-7104 home phone or cell at 330-256-5376 or contact me by email at ****@gmail.com please help me stop cable theft at my apt. my name is kenneth r gayhart 110 east spruce ave. apt. ravenna,ohio 44266 thanks

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Charlotte Pirro November 24, 2014 at 6:06 pm

I have been promised a 2 in 1 Dell computer since August 2014. I did everything I was told to do and finally after over 50 calls to twc, I was told today I am NOT getting it. Week after week I was PROMISED this computer. Today I find out that because of a reps mistake, I will not get it. I am outraged at the dishonesty of this company. I want to receive what I was promised…I was honest to twc when a rep tried to give me a refund that was not due me. I insisted he was wrong and finally after about 15 min, he realized his error. MAKE THIS RIGHT !!!!!!!!!!!!!!!!!!!!!!!!!!!!

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Lisbeth Salazar November 24, 2014 at 10:49 am

each month since July, I have to call and have my account reviewed because each month my bill is different. This company is a joke, plus I was without internet for 3 weeks and didn’t even receive an credit for my money paying for services I was not receiving. I chatted with someone online and they were able to locate all my transcripts none with a service change request however they said i made the changes through chat so where are they. Ridiculous customer service poor service !!!!!!!!!!!!!!

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Juanita Rogers November 23, 2014 at 8:35 pm

I like Time Warner cable but I don’t like being lied to when your sales rep called he told us back in May we would get a $100.00 gift Card which we have never got.I feel that is WRONG to do that to people . Now I see you are offering $200.00 gift card so you can do that same thing to other people that you did to us . I think you should make it right with us .Don’t get me wrong I am going to keep Time Warner cable ,we bundled it when we took it and we are happy with the cable ,but feel you should not lie to people to get them to switch . We called Dennis in Massillon,Ohio about Six or seven times and he said you will have in this week and it has been a month ago that I talk to him and we still haven’t gotten it. My phone is 330-627-4514 in Carrollton,Ohio 44615 . I just feel we shouldn’t o f been told that if you were not going to send it to us. Because that is bad business when your reps tell lies . I was going to call the Better Business Bureau but decided to send you a message on the way we were lied to. My Nephew did the same thing only he got his card but because he was away and didn’t use his gift card within 30 days they wouldn’t honor his card which I feel that was wrong ,also. Please Respond to Me .

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James OBrien November 23, 2014 at 1:21 pm

We became customers of Time Warner Cable in March of 2014 when we relocated to North Carolina. We have never used their service before, so we signed up for a small package, which included just the regular internet service, minimum cable service and phone service,just to see what it was like. We enjoyed the service and had no issues and in August of 2014 we called a sales representative to add another movie channel. He ended up talking us into upgrading our whole service, adding the whole house DVR service, more movie channels, and upgrading our internet service to the highest speed. The sales representative said that because of the campaign that TWC was running at the time, that we were eligible to receive either a free tablet or gift card worth $200-$300, which we thought was a good deal. We decided to go with the tablet, and were told that the technician that was scheduled to come out to set up our new boxes would give us a code that would give us our reward. The installation went horribly wrong, the technician stated he could not hook us up due to a wasps nest that was located in the box outside our house, and the only way we could get what we signed up for was for him to take us out of the campaign temporarily and then he would put us back in once everything was installed. We ended up, after two weeks of calling and leaving messages for supervisors with no return calls, to have another technician come out and fix everything. We called customer service when everything was complete, we were told we were back in the right campaign and that it would take about 2 weeks for us to get our reward code. After a month, when no code showed up, we were then told it takes 90 days before we get the reward code so we waited. In the meantime, we started having issues with having automatic payment withdrawals from both my account and my wife’s account, each time being told that the payment was declined, even though neither account showed a decline on our end. Because of the declines, we were not able to use the automated withdrawl option, and I went over to my local TWC office to try and straighten the situation out. As usual, we got nowhere with them, finally being told that there was just a difference of 29 cents that cause the problem. We were behind on our payments at the time, not willing to sink any more money into it until it was fixed but no fix ever came.Since we were told that we couldn’t claim our reward until we were 90 days current on our bill, and since we didn’t want our service disconnected, we set up to have our balance taken directly out of our checking account. This was done on November 11th, 2014. We then called customer service and started the ball rolling again on the reward, but were told that our 90 days were not up until November 17th. On the 17th, we called again, were told that an e-mail was sent to the rewards office, they asked for a number where we could be reached at, and that someone would get back to us within 3-5 business days to give us the code. We received a voicemail 5 days later, on the 21st, on a secondary number that was on our account, they didn’t even try to contact us on the number we specifically gave them, and the voicemail stated we were not eligible for the reward due to the fact we actually did not upgrade our service, it was only a lateral move, and we would have needed to sign up for the home security system as well. At no time, when we were signing up for the new campaign, was this a given option. Also, at no time, when we were back and forth on the phone in the last 90 days with a number of representatives, were we ever told that we were not eligible because we did not sign up for the home security system. Every representative that we spoke to said it was either because it was not the right time frame or that we were behind on our bills. If it was only a lateral move, then our bill should never have changed. We feel that we were lied to and tricked not only by the original sales representative but by everyone we have spoken to since we started on this journey with TWC. At this point it’s not even the issue of receiving the tablet or gift cards, but the fact that we were mislead by your representatives, and deceived by TWC itself, who doesn’t seem to care about their customers. With all of the supervisors that we have spoken to, including a gentleman named John, a gentleman named Russell, who we were told would call us back (but never did) by a customer representative named Mia (apologies for not having last names, no one ever gave them to us and we honestly feel that their first names might not be correct either, since every time we asked for a name there was hesitation), the only thing that TWC has done for us is taken $50 off of one of our bills, which only happened after numerous phone calls by us so that we were finally put in the right campaign. Time Warner is a major corporation, not only dealing with cable TV service and internet, but magazines, security systems and many other subsidiaries, its unfathomable that your customers can be treated in such a perplexing, degrading and horrible manner. These last 90 days have been a miserable experience for us. It feels like we were treated only as part of a sales quota, pushed aside once we agreed to the new services, and deceived by every representative that we have dealt with at your company. If it wasn’t for the fact that the actual cable, phone and internet service provided is excellent, since we’ve never had an issue with service ever being interrupted due to weather related problems or service issues, we would look elsewhere. It’s sad to think that the horrible customer service provided has tainted our opinion of a quality product. We know that there will probably be no response to this e-mail but we will be continuing our quest to get the word out about how we were treated by your company, including going all the way up to the corporate offices if we have to.

Thank you,

James O’Brien
980-888-****
**@hotmail.com

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Mona White December 18, 2014 at 4:14 am

Dear James,
I too have had problems with TWC customer service personnel misrepresenting facts. I reported them to the Ohio Attorney General, Mike DeWine, and he was able to help me with TWC. You should contact your state’s attorney general about the problems you are having. Their office can and will help you. They will want to make sure you are treated fairly, and will ask you how you want your issue resolved. Hope this information is useful to you.

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shannon November 19, 2014 at 12:48 am

I have been with this company for a while and all i have if this company is internet.I have had nothing but problems. I am a student in college and i do online so i am needing my internet to work. I am letting you know i need it fix fast. when i call customer service about this problem all they do is hang up on me. it is getting old. I am about to let all my family and Friends to switch to another company. Very dissatisfied customer

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Pam DeHaven December 9, 2014 at 8:06 am

Never in my life have I seen a company give such poor customer service! It really is a crime they way you treat your customers. My daughter and her husband moved from Cleveland to Lake Milton Ohio, and had cable, Internet and phone services installed. This was the beginning of Nov. it is now Dec 9th, and after approximately 40plus phone calls, the service is still not working correctly. Three times you have sent out a worker to fix the problem, and all they say is this problem will take hours to fix, and this call was scheduled as an easy fix, so we don’t have time. Your company has no problem BILLING for services, just PROVIDING them! The TV screen goes blank periodically, no high def channels, the guide won’t work, the screen is pixilated, the sound goes out, and the Internet only works in one room! It has always been my understanding that when a company provides a service, MY responsibility is to pay the bill, and YOURS is to provide the service! Your company is NOT honoring your end of the agreement! Therefore no payment will be made until this problem is corrected. Once again today, service is scheduled, and if I get the same treatment, I will start calling your corp offices, call the Better Business Bureau, and go to your local office to discuss this in person. I hope to receive a reply from your company, but considering the poor customer service I have received, I won’t hold my breath!

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Mona White December 18, 2014 at 4:19 am

You need to report TWC to the Ohio Attorney General, Mike DeWine. I did, and their office was very helpful in getting TWC to behave responsibly toward me. The BBB won’t be able to make TWC do anything, but the Attorney General can. You can go to their website and report TWC online, or you can call them at 800-282-0515. The web site to file a complaint is ohioattorneygeneral.gov/about-ag/file-a-complaint.aspx. Good Luck.

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Terry Hopkins November 14, 2014 at 9:14 pm

I live in Converse, TX. During the first broadcasted NFL game on ESPN, the audio and video began breaking up and lasted the entire game. The next day I called it in to tech support. The tech checked their monitor and saw the channel and audio break up where they were located in the San Antonio office. The tech and his supervisor ensured me that they were escalating the issue to the maintenance division for resolution and said because they were seeing the same break up in the signal that the problem was not my home installed equipment, so they never sent out a technician. One month later the problem still existed so I called again to report the problem to TWC billing with concerns about having to pay for services that are not being received properly. They offered a credit and transferred me to what she said was ‘Level Two Technical Support’. This so called level of tech support person said they would send out a level two technician to my home to check my equipment. I explained to him the context of my initial call about the problem and that tech support ruled out my home equipment as being the problem. He saw the comment in my account notes but insisted on sending the tech to my home. The tech arrives, he is not a higher level technician and does not know any history about the problem due to the fact that the level two supervisor did not do anything but submit a regular work order. The technician checked the equipment and found no problem based on his level readings, but still cut my existing underground buried cable and ran a new line. When asked why he did this he said this is protocol. I was forced to spend a entire day off work to get a cable buried that he determined was not defective. This did not fix the break up audio and video problem so I had to call it in again to the Customer Advocate Group. They immediately send their CA tech #7416, he see the break up and reports the problem to the maintenance department, he calls me back and states that they are seeing this break up in several locations throughout San Antonio viewing area and that they have reported this to the engineers. It is two months later and the problem has not been fixed, but is showing up on several other channels than the ESPN. It is know on the weather channel, national geo, Smithsonian, all discovery channels, TBS, and several others. It is shameful that TWC does not have the technical ability to fix and send a adequate audio to the thousands of customers in the San Antonio viewing area for over two months, but are charging these customers full price for incomplete service. TWC keeps adding more and more features and technology, but, cannot fix the basic audio and video signals so we can watch what we pay for without signal break up.

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richard November 13, 2014 at 3:29 pm

*ssholes

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richard November 13, 2014 at 2:48 pm

at least im not the only one who is being screwed, they said i was the only one complaining.

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Sabrina November 8, 2014 at 11:24 am

THIS IS THE WORST DAMN SERVICE IVE EVER RECEIVED FROM A CABLE CO…. EVERY MONTH THEY KEEP SAYING IM BEHIND I GIVE THEM WHAT THEY WANT AND IM STILL BEHIND NO WAY AND REPS ARE VERY VERY VERY RUDE!!!!!!!!

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Christopher Gill November 6, 2014 at 8:10 pm

Awaiting moderation, what a joke, this site is bullshit. I see remarks going so far back but no improvement in service. You need a new CEO and a whole new board and get back on track.

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Christopher Gill November 6, 2014 at 8:04 pm

If you are not posting my comments because I no longer have an account with you -you are sadly mistaken. I had service at an apartment for about 16 months so I could get more work done. I spend most of my time and live with a partner in a house. We spend about $180 a month for phone, internet and cable TV. She has been a faithful TWC customer for over 25 years, never paid late. Both she and myself have notice your service deteriorate over the last several years. Tomorrow we will be returning a DVR box we got last month for the bedroom since we use to have one there when I was here full time. We have both notice a total decline of your service and have decided we don’t want the hassle in the bed room that goes on in the living room with boxes and your crappy customer service. We will also be filing a complaint with the BBB.

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Christoher Gill November 6, 2014 at 1:32 pm

Well they wouldn’t even post my reply agreeing with someones horrible experience that was similar to mine. It was rather long so I will try another way and keep it short and sour.
WORST company I have ever dealt with- TOTAL TRASH-AND THEY LIE TO YOU!

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SSG Ashley John Foxworth November 6, 2014 at 12:22 am

I am a Army Staff Sergeant currently station at Hickam Air Force base Hawaii. I’m writing to inform you of the terrible service I’m receiving from Oceanic Time Warner Cable. I have called not 1,2,3 but 4 times about my internet service interruption and install concerns and have gotten nowhere. The second time the Tech switched modems and left two rooms that were previously hooked up unplugged. As I informed TWC this not only did not fix the problem but made it worse, now I don’t have the other rooms hooked up or the other one they said they would hook up ( all have CAT5 cable run already) never got done. So called customer service who then apologized for the inconvenience and said they would send another tech out to complete the job the right way after I explained once again what I wanted.
3rd Tech shows up and questions me about the job and explains that he doesn’t do that kind of install. I explain that it was a tech before him that did it and unhooked it for the new modem. He says to me, “Well he was not suppose too” and proceeds to leave. As I call customer Service of the event they once again apologize. For clarification I explained the job once again and customer service explained usually they charge for the service but since I’ve been having issues they wouldn’t charge but they understood the issue and would send another tech the following business day between 1300-1800 local. Once again I excepted the apology.
The next day I waited and waited and guess what? no technician. So I called Customer Service again, which informed me the appointment was never made. I’m furious now and continued to vent over the phone about the crappy service I’ve been getting. They promise me the next morning a tech would be at the door. I once again excepted after a hour of phone time. The next day the tech doesn’t show up until 1200. I’m at work at this time and my wife calls. I explain to the tech what I wanted done ( a new technician) and once again he tells me that he will switch the modem and that’s it. He will not hook the other rooms back into the modem. So I continued to inform him it was the last tech that connected and disconnected the wires. After saying all that the tech said he would call his supervisor and call me back. After that being said I heard nothing. So I call customer service again. I explained I wanted to cancel my service due to the inability to fix my internet and my rooms that were hooked up before. All they said was if you get more than 50mbps that’s good enough. So I terminated, Time Warner need competition without it in Hawaii they do what they want.

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Pissed off in Texas October 30, 2014 at 9:09 pm

It takes less time to grow another limb than to get a problem resolved with Time Warner.
If the corporate executives are the ones that promote the ethics for training the problem resolution department, they need to be neutered so that these kind of genes are only confined to elected Government officials.
I applaud your efforts to hire only special needs individuals for your executive officers. It seems to be working.
I would rather try to shove hot butter up a mountaun lions butt with a red hot poker than deal with your company.
I would encourage all persons that posted comments here to file a class action suit against this inept and dishonest company. Its a wonder that they can feed themselves without causing permanent injuries or disfigurement.
Totally underwhelmed.

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Christopher Gill November 6, 2014 at 11:19 am

Amen! We have gone through more than 9 DVR boxes in a year period. Trying to talk to most of their techs on the phone is a nightmare. The best talk I had with one of their senior techs late at night and lasted over a hour and a half. He said at this point he was not being taped and admitted the company has gone to sh*t and if they merge with Comcast it would be like 2 10 year olds getting married,- a total nightmare. I always prefer when a “contractor” comes to the house- more knowledgability(sp sorry). The best we worked with finally fixed the problem but said more needed fixed but the company was denying it. I asked if he would do it I would pay him and he said he would love to except that he had told TWC he was going to Florida the next day for vacation but admitted to me he was not coming back, found a better job and was sick and tired of all the crap at TWC!

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Jeremy Uziel October 30, 2014 at 9:01 pm

I have been trying to get service for almost 3 weeks not and it seems your employees want nothing more than to spare me the suffering of being a customer. I have had 3 no shows, 2 of which had an all day window from 9am to 7pm. Reps have not called me back. When I have asked to be transferred to a supervisor to discuss the issues I have had, they just transferred me to someone else in the call center who was not a supervisor. 3 weeks after all this and I have still not had an install. If I had another choice I would take it in a heartbeat rather than deal with your horrible, disorganized, and poorly run monopoly.

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Anthony October 30, 2014 at 5:41 am

I came here to find the contact info of someone in senior management that might value a 14 year business customer more than the local office. Instead I find a litany of very recent customers with similar frustrations and issues with poor service and exorbitant prices. This leaves me little hope that anyone cares enough at TWC to ever resolve my issue. If that’s not the case please email me and I will share my issues and hopefully find a resolution.

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Schirtz October 29, 2014 at 5:50 pm

Dear: CEO: Glenn A. Britt, CFO: Irene M. Esteves, COO: Robert D. Marcus

Today is now nine days after my last communication with one of your representatives that told me I would receive a call back from a supervisor within 24 hours. Additionally; since I have not heard back from your organization including mailings to the three of you I contacted WOW and they are offering me the same service I have now for $41.33 less than you are offering me, with no contract and a 12 month guarantee on the pricing. It is obvious to me you do not value long term loyal customers.

On September 20, 2014, I received notification from Time Warner Cable informing me the special promotional rate I currently have was going to increase from $102.84 to $131.33 a month starting October 3, 2014. On September 30, 2014 I called 1-800-506-5228 the number that was on the mailing I received to speak to a representative in regards to the rate increase.

After multiple prompts and requesting to speak to a representative I was eventually connected to Time Warner associate Courtney. I explained why I was calling and she said that she could assist me. After 15 minutes she stated that she could not offer the old rate to me because the system she was in would not authorize her permission to offer me the existing rate and would have to transfer me to the sales department. I was then transferred to Jacob in the sales department. Again, I explained to Jacob why I was calling and that I had spoken to Courtney and she transferred me to you. Jacob said I can assist you. After an additional 20 minutes Jacob could not help me and I asked to speak to some one that could.

Now being transferred to a third person, I am very disappointed in Time Warner’s customer service. The person I spoke to this time was very hard to understand because of their broken English, and I believe his name was Robert. I spent another 20 minutes speaking to Robert about the issues and was put on hold numerous times while he said he had to check pricing. Thirty minutes into the conversation Robert said he could not give me the same pricing. I explained to Robert that was not an acceptable response and would like to speak to his supervisor/manager. Again put on hold, Robert returned and began to give me other offers not meeting what I had requested and I asked AGAIN to speak to his manager. I was put on hold again. This time Robert came back on the line and said that he could continue my current service and pricing for an additional 12 months and provided me confirmation #329593048, and the call ended.

October 17, 2014, I received my Time Warner bill for service period October 4, 2014 through November 3, 2014 with a monthly rate of $131.33, not the $102.84 that Robert guaranteed me. October 20, 2014, I called the 1-800 number on the bill to speak to a representative again. Speaking to a fourth person regarding my bill, Rob said he would be glad to help me, after 15 minutes Rob could not assist me and said he would have to transfer me to the solutions center. The fifth representative, Jessica spent 20 minutes trying to work out a pricing plan for me. I told her repeatedly as I had told the other representatives that I did not want to change/adjust my services I just wanted to retain what I had with the same pricing and explained to her I was already told that would happen. Jessica then offer me a monthly rate of $118.00 and would increase my Internet speed to 30Mbps. I told her that is not what I asked for and didn’t need the increased speed and asked to speak to her supervisor. She declined my request and said that she would send her supervisor (Alicea) and email to contact me and I would receive a call back from her within 24 hours.

Today is Friday October 24, 2014, and I have yet to receive communication from Time Warner.

Having worked for the largest transportation carrier in the world for 31 years and currently still do, our service is imperative for us to retain our customers and grow new ones. If Time Warner considers what I have had to go through acceptable customer service then Time Warner is not an organization I prefer to do business with.

There are other organizations that offer the same services that Time Warner does and you would think that your organization would want to retain current customers and grow new ones. I have been an Insight/Time Warner customer for over 20 years and find it unacceptable to have to continue to negotiate a new rate with Time Warner every 12 months and continue to receive a rate much higher than is offered to a new customer.

In closing, as a longtime customer I would think an organization would treat me with more respect and want to retain my business. Additionally, the current equipment I have DVR and remotes (which were used when I received them) have not been replace or updated in years. In many cases when a customer renews his/hers service or contract with an organization they receive new equipment and or promotions for renewing the service.

As stated earlier in my letter, I have been in the service industry for over 30 years and how my organization treats our customers is a true reflection on how we are received by the general public. I can assure you that I will share this experience with my friends and colleagues. I appreciate your time.

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Beth Robinson October 29, 2014 at 1:36 pm

I have been on the phone the last 3 days with your company regarding a bill from 2009 that JUST showed up on our credit report. Never once did we receive a bill or a letter or anything. We would have never known that this was on our credit report if we wouldn’t have checked our credit report to start the process of purchasing a home. Now because of this we are unable to move forward with purchasing a home. The last lady told me that it was an audit issue and that’s why it took 6 years to show up. That is not acceptable at all. We were not even aware that we had this bill and now because of your audit issue we have to suffer from it? Denise is the lady in the corporate office that I spoke to and she was INCREDIBLY rude and degrading. This is a $444 bill that we never even knew we had.

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Jarrod October 23, 2014 at 4:26 pm

I was told my internet, cable and all electronics was going to be $139 a month, which included free installation. Less than 30 minutes after the technician leaves we get a phone call saying we owe $141.17 for installation and my cable bill is now nearly $200? Are you kidding me? Then I have to talk to a resolution specialist who has the balls to tell me let’s just get rid of some cable boxes, drop your internet package and we can lower the price. If you can’t do what you promised then don’t give people quotes over the phone. Also, if calls are recorded then do your JOB and listen to them. Bait and switching is ILLEGAL and I’ve had enough of Time Warner and I’ve only had you for an HOUR.

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Kaitlin October 22, 2014 at 8:35 pm

Dear Mr. Marcus:

I regret to inform you that your company is providing horrible customer service.

After moving from NY to Massachusetts, I have spent four months trying to resolve closing my account. I called when I moved, because my movers accidentally packed the equipment, and asked to ship a box to me to return everything to TWC. That box never came. Instead, I began receiving unsettling phone calls from bill collectors. No box was sent, nor was a bill sent to the new address I provided.

I called TWC again only to find out I need to pay to have everything returned. So, I shipped the equipment I had to TWC. This equipment arrived on 10/6/14 at 7:41am. I called a third time asking what I owe for the one cable box stolen by my ex fiancée. During this call I provided the tracking number from USPS and was told I would get a call in 8 calendar days with the total.

Today is day ten and the worst day by far. I called and spoke with service member ITK. He told me my shipment never arrived, although I had confirmation. Then this member had the audacity to put me on hold for almost an hour (I wish I was exaggerating). I called TWC on the other line to finally speak with a manager. This manager realized that my second phone call during this process, not only wrote the wrong shipping company, but also the wrong tracking number.

This means not only would TWC never have called me, but I continued to receive phone calls from bill collectors! I have gone completely out of my way to try and pay this bill and to be quite frank, your company doesn’t deserve a dime. This has taken four months, and it still isn’t resolved! I am disgusted with the incompetent workers and lack of empathy during this process.

I would have attempted to call you personally, but being that it took over an hour just to get a manager tonight, I thought my chances of ever reaching you were very slim.

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Clair-Jhean November 13, 2014 at 11:25 am

I can relate !!! I have tried to close my account after moving from NC to NY and i am still getting the run around. It was so bad that i spent 4 hours and called back numerous times because they would transfer me to other dept. and refuse to cancel my service til i paid the bill in full.. and even transferred me to COX COMMUNICATION and then when i called back transferred me to CHARTER!!!
I am still getting calls… and I was also promised by exec office that i would get a fedex label and box in the mail since the movers packed my modem.. All i had was internet with them!!!
I HATE TWC!!! I WILL NEVER GO WITH THEM AGAIN@@@

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Julianne Charno October 22, 2014 at 2:14 pm

I am a Time Warner user. In the past I paid for my mother, Libby Charno, Metcalf, Overland Park, Kansas. She passed away on May 7, 2014. Several days later I called TW to advise them to remove her name. I have continued to pay my monthly bills at Julianne Charno, 4024 W 94 St., Prairie Village, Kansas 66206. HOWEVER, I continue to receive dun messages and late payment messages from your company. At this date I have spoken to 7 operators, each of whom, have advised they understand the problem and will rectify same. Today, 10/22/2014, I spent 45 minutes and44 seconds speaking to first, Jean, then to her supervisor, Aewaena. The supervisor told me she could not correct the problem and gave two additional names, Bob Grey at 816-222-5872, and David Hultee at 816-918-1403. After dialing the ater, I was told that number was no longer in service. Several previous operators have advised that Libby Charno’s account now has $720.42. Of course, this account is not longer in service. Your whole operation is questionable. I have spent hours on the phone. Now they say I am in peril and my TM account will be discontinued. WILL SOMEBODY PLEASE CORRECT THIS ISSUE. I WOULD LIKE TO HAVE THE $700.42 returned qnd my account pue in use.

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Johnny-D-Cook October 16, 2014 at 4:07 pm

I am upset with your service. You can’t get a service tech here for four days when stuff goes wrong. They say they’ll take money off your bill and don’t. You talk to the girls at their local office and they don’t know anything and won’t give you names of people higher up. They don’t want to help. As soon as Uverse comes in our area, we are getting rid of TWC.

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Donna October 14, 2014 at 7:48 pm

I have had it with time warner cable. They added services on my account I didnt ask for or authorize. I recieved a special with Dvr, phone and wifi. The special started in feb. Suppose to end in feb. They changed it when I moved and promised nothing would change. I lost cable for two werks because my dvr didnt work. It took 3 service techs to fix it over a two week span. They told me they can do anything they want. I have to pay or they have the control to turn off my service. Poor customer service and so many scams theyve pulled. The better business bureau is about to be involved. I have friends who work for the herald sun who will put this in their news paper.and the lady on the news fights for people who’ve been ripped off. As well as endless other resources to be involved. If they don’t fix this problem they’ve created. I work hard for my money and whats suppose to be a reputable company needs to abide by their promises and the agreements signed by both customer and themselves. Im so irrate right now. Satellite is sounding great right now. Or actually At&t has great specials. I’ve had their service through my cell phone for 5 years and they are always willing to accommodate their customers and value them. If corporate doesnt return my phone message. I promise they will remember my name.

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Jaime Garrett October 14, 2014 at 4:19 pm

TWC has been a nightmare. I signed up for service September 8th to get 70+ channels and Wifi for $55.93 plus tax. COD when they hooked up the service was $75.94. Our apartment would be ready September 13th got a call and they were going to be there the 9th for istalation otherwise we would have to wait 2 weeks. The tech came out and the COD was $130.16. Wrote a check gave it to the tech and apparently they do not know how to deposit checks. Charged me $30.00. While the tech wa there I called TWC and talked to two people that did not honor that amount and that my monthly bill would be $80 plus tax. Now get this one I paid in full online $130.16 because they cannot deposit checks correctly. Then I get a bill in two week with the $30.00 credit and the $130.16 and my bill is $194.00. This is the only place that will offer service where we are. I am doing my best to boycott TWC. I have called at least once a week and argued with them for over a hour talked to serveral people that do not know what the other hand is doing. Now I was promised that if I bundled a home phone with the rest my bill will be $90 and some change with taxes. This is worse than any company in my many years to deal with because no one has a clue about anything.
If you have an option for some other company. I say run do not walk but run.

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Claudia October 10, 2014 at 4:38 pm

Very insulted it has come to this…after several years of service for the past 2 yrs we have had very poor service with TWC due to the addition of the internet that was done incorrectly it caused continual issuesand interruptions with both cable/internet service problems. although many customer service calls, chats and email to i though was the corporate office all that was given to me was a discount of $80.00! ARE YOU KIDDING ME! I paid for services for cable, internet, wifi and phone sevices which never work continually! Was always calling but per there technection that came out the wiring was not connected correctly from the get go! But ofcourse TWC does not want to respond….This is so sad but after today the best they can do is give me an extension to pay til 10/25/2014 REALLY?! WHAT A SHAME!!!
CAN SOMEONE IN THE CORPARATE OFFICE LOOK INTO THIS PLEASE?!

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Jonathan Nagel October 9, 2014 at 6:17 pm

Agree this is the worst service I have ever dealt with in my time of internet. That CEO sits back robs people who have no choice in providers and pay huge outrageous prices for a junk service. I get 30mbs for $50 a month while a friend of mine has Charter and gets double speeds 60mbs x 2 = 120mbs just for being a valued customer and pays the same. Just last night he told me he was getting 150mbs. Something very wrong with this picture. I don’t like being ripped off and unfortunately Time Warner has this city I am in Monopolized. I am still waiting on my so called Easy Connect Kit which I have had to called repeatedly to get the correct modem for. Get this, they sent me an empty box with nothing in last time while I waited a week for it. I have talked to 4 different supervisors and can seem never to get the correct help. Their customer support is garbage as well. I have called the Corp office and spoke to the suppose secretary of the CEO and was told all nice things and promises like all the other folks at Time Warner have promised and still am being let down. I was forced to chose this utter garbage of service because I wanted a WiFi modem, which should be a standard for any service provider to give. Not many people use the hard wired type anymore with all of today’s tech and smartphones. Can’t wait to move and not chose Time Warner. Also I will start to petition this city bring in another cable provider so people have a choice, even after I move. Pissed Consumer Report Coming Soon. Jonathan Nagel

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Marvin October 9, 2014 at 12:11 pm

Well I was not going to post a comment on here bu the thing is these people can not continue to be or I should say to operate no longer, it is a sad company when they say well we will get to you, but I am sure if you said well I will with you to pay my bill, I had the pleasure to know the last ceo before his death and I do not know the one now but it is a sad day when you get told the things I have been told, he is rolling over in his grave. Come on time warner please step your game and stand behind your people who when they promise something, do it not “well our policy is. I do not think the head of time warner will see this but if he does your welcome to call me!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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don weissman, md DrDon October 7, 2014 at 2:33 pm

WARNING…absolutely the worst service EVER…from not answering their phones, to total incompetence after waiting over 30 minutes and then transferred to someone else …this company should be shut down, leadership fired and changes made to protect and service people who use and need then internet by whatever applicable laws or law suits that need to be brought…TIME WARNER cable is HORRIBLE..just read all the reviews…

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Anyssa Corpening October 5, 2014 at 1:13 pm

I am writing to express my unsatisfactory service. In the month of September, I changed my cable service provider. When I called TWC to inform them of this, I was told that I would still be billed for the month of October unless I paid my balance of 321.79 on the same day. When asked why I was changing my service, I expressed that the rates are simply too high. I was transferred four times on my first call. No one could tell me why I would still be held liable for the month of October which would bring my balance up to 457.93. I expressed this was unfair and unlawful to bill me for a month that I do not have your service nor the equipment. When asked to speak with a supervisor, I was placed on hold for 10 minutes, then was given back to the representative who was assisting me. She told me what her supervisor said, and then when I asked to speak to the supervisor, her response was… “You can speak to the supervisor, but she is going to tell you the same thing I just said. Do you want to take care of your balance today?”. There are notes on my account which will provide more detailed information and documentation of the number of calls I have made to resolve this issue. I have no problem paying my past due balance, and even though I could not resolve the entire 300.00 amount, I have all intentions of doing that. However, I do not wish to be billed for another month that I do not have your service.

Upon my next call (after again giving my issue to an online representative who gave me a number that was NOT the corporate office), when asking for a number to the corporate office, I was transferred three times because no one seemed to have this information (shameful). Finally I was given an email address. Please contact me and let me know what can be done. I have been a faithful customer for the past 6 years and am very disappointed that arrangements could not have been made to keep me service and truly feel that I have not been valued as a TWC customer.
The number associated with my account is 252650XXXX.

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Pam October 4, 2014 at 12:20 pm

Time Warner is the worst! This is the second time in a couple of months that many of us Roadrunner customers are not receiving our incoming email messages. After hours of being given the run-around and passed off from one tech service rep to the other, the issue is still not resolved and it’s been almost two weeks. This appears to be the same problem they had before with their server(s) not having enough space to accommodate their customers’ email accounts. My time and the aggravation and inconvenience I’ve experienced twice now is worth more than the measly $16 credit they issued to my account the first time around. They also make sure that you can’t reach anyone there who cares.

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liz October 2, 2014 at 9:01 am

Both worth saying thing company is bad

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Helen Hunter October 1, 2014 at 7:17 pm

I AM SO BEYOND ANGRY WITH TIME WARNER, AFTER MANY YEARS ON DISRESPECTFUL REPS, HOLD FOR HOURS FOR SUPERVISORS, I HAVE HAD ENOUGH! TIME WARNER EMPLOYS THE WORST REPS EVER! THE SERVICES ARE HORRIBLE! EMPLOYEES ARE NOT KNOWLEDGEABLE, CONSTANTLY GIVE THE RUN AROUND AND ARE BEYOND RUDE! I AM SO THANKFUL THAT OTHER COMPANIES ARE FINALLY AVAILABLE IN MY AREA, I AM ENDING MY SERVICE WITH TIME WARNER AND WILL NOT EVER!!!!!!!! RECOMMEND THEM TO ANYONE!!!!

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Cornelia V Rogers October 1, 2014 at 3:31 pm

I have been a loyal customer with TWC since 1975 when TWC had a sattlelite on Monticello Rd in Cola. SC. and everyone had to pay there taxes there. In 2012 I left TWC because they kept raising my cable bill and I went to ADT for one ear and Came back in 2013 and they promise a $200 visa card which I never receive because the mistakely gave me 3 special for coming back and my fist bill Was $349 and I refuse to pay and it took me 3 week before they realize their mistake that cause me to pay late and because I paid late the $200 visa card was denied. Well now I want to drop my phone service and keep cable an internet and they say if I drop my phone service my bill will go up and that the cable an internet special was for new customer only. Ok then what is there for loyal customers. I see why people are going to FREE CABLE TV because there is nothing for loyal customers who have been with them over 40 years and asking to speak with a manager or a supervisor is a Joke! All I want is to be treated fairley, after all the tax payers in the Unitied States Paid for the launching or the Sattlelite into space in the first place and still pay for cable and now cell phone services. and TWC and cell phone companies are getting riher and richer. Cable is a Joke………

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Todd October 1, 2014 at 11:05 am

worst customer service! promised services by 4 sales reps and one customer care rep.
3rd tier tech support said they were all wrong and now they want me to pay more. poor training. do not keep promises. bait and switch. some just need to be fired.

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ashlee September 30, 2014 at 7:11 pm

WORST COSTUMER SERVICE EVER! i have been hung up on 3 times, my father was talked to in a very non professional manner, ans then my fiance got pushed off onto 8 different people who still could not help us out, our service was cut off after only 4 days of service due to a sub-contractor who had no clue what he was doing, i am beyond aggravated at dealing with these terrible people on the phone… TIME WARNER CABLE YOU NEED BETTER CUSTOMER SERVICE!!!!

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Ashley September 30, 2014 at 4:14 pm

We paid for our services to be installed on september 17th. The technician came out the next day and claimed that the line was bad so his supervisor had to come out and check it out. We needed what was called a bury drop we live on a private owned dirt road and there are so many people that have had their cable lines across the road! They said they couldnt do it because it was against the “law” what ever. So we waited for another week for them to send a different company out to bury our line and the supervisor and MANY customer service representatives said that when they buried our line that our services would be installed that same day. So when i called back they said they couldnt do that and they would come out the next day. They sent the same company out there to bury the line again completely did the wrong work order. That was a supervisor that i talked to that took care of scheduling this work order. So i called customer service AGAIN for like the 20th time since i paid my first fee to have it installed, they said nobody could come back out for 3 more days. It took me 5 calls to be able to talk to a supervisor and all i got was waiting that 3 days for my services and $100 off my second month bill. Then when the final technician came he had to run the line across the dirt road anyways because the new line that was buried was the WRONG LINE!! We have had our services since Sunday, remotes barely work, and our boxes keep freezing and we are supposed to have the upgraded boxes for the HDtv. I just got services hasnt even been a full week and i am already HIGHLY DISAPPOINTED with the services and customer service!!! I really feel that i should have stuck with direct tv. I dont know how much longer i will be with time warner cable and I would really appreciate if somebody from corporate would contact me! but if its anything like their “wonderful” customer service, they probably never will!

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wyman September 29, 2014 at 2:46 pm

Your service technician was to be at my home today between 11 a.m. and noon. I called Time Warner around 11:30 because I had not heard from them. I called again around noon and was told that they may just be late. I called again around 2 pm and was told that the tech had tried to call me 3 times at 11:55. They had my cell phone and my home phone numbers. I was sitting by my phone all day long and neither phone rang. There were no messages on either phone. I checked missed calls on my cell phone and there were none. Your tech did NOT tell the truth about trying to call me. I suspect that since it was close to lunch time they just decided not to come and lied about calling me. I wish to file a formal complaint about this matter. Thank you.

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Ashley September 30, 2014 at 4:16 pm

I had this same problem and the SUPERVISOR scheduled a wrong work order and i ended up having to wait 3 more days to get services, because of their mess up!

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NATALIE HILTS September 26, 2014 at 12:33 pm

I AUTHORIZED TWC TO TAKE A ONE TIME PAYMENT FROM MY ACCOUNT IN THE AMOUNT OF $49.93. WELL. EVERY WEEK FROM 9/11/14 TIL TODAY, TWC KEEPS GOING INTO MY ACCOUNT, MY ACCOUNT IS OVERDRAWN $200 FOR NSF CHARGES, I CANNOT GET IN TOUCH WITH ANYONE FROM CORPORATE AND I KEEP GETTINGTHE SAME THING FROM OUR LOCAL TWC SUPERVISOR, IF MY ACCOUNT IS PAID TO DATE AND I HAVE A CREDIT OF $150 TO MY ACCOUNT, WHY DO THEY KEEP TRYING TO TAKE OUT FUNDS THATS NOT AUTHORIZED, NOW IM FALLING BEHIND ON ALL MY OTHER BILLS, I WOULD LIKE A REFUND OF ALL MY NFS CHARGES RETURNED

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Regina September 29, 2014 at 2:18 pm

Hi the same thing happened to me. Did you ever get payment for the NFS charges?

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wyman September 29, 2014 at 2:47 pm

Go to your bank and stop your bank draft with Time Warner. If the bank will not do so, close your checking account and start a new one at another bank.

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stephanie October 13, 2014 at 7:57 pm

Omg! I’ve been going through the same thing since August. I placed stop payment on my bank acct. $332.75 they kept taking out 3x and I demanded to be reimbursed for the overdraft charges. They are horrible, good luck

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Missy September 26, 2014 at 10:22 am

I have been with TWC for 6 years. Was tired of the expensive prices, so I went shopping and found that AT&T had a great package with all I needed for $67 a month. Called TWC to end my account and a young lady by the name of Mercedes helped me. When I told her I was leaving, she put me on hold. She came back on and told me her manager wanted to know what I would be paying. I told her the price, and was once again put on hold. When she got back on the line, she gave me a new price, something like $79.99 for the Triple Play. I told her no…that I had a better deal with AT&T. Fast forward 10 minutes and she gets back on the line wih a better price, taxes included. Well, I was impressed so I stayed. 2 months later I see my bill and it is NOWHERE NEAR what she said. I called and miraculously, the price she and her manager quoted is not in the system anywhere. Of course, my 15 month contract is. I explained to the agent the price they had quoted me, the girls name and the date that the transaction occured. All of that was in there, but no price. Needless to say, I was livid. Writing a letter to corporate, closing my account, and sticking with Netflix. As for internet…I will just get a HotSpot. My smartphone does everything I could possibly need from a computer anyway. I have had it with cable companies.

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CNiesen September 26, 2014 at 10:05 am

Time Warner customer Service is horrible. I have worked Customer Service for over 27 years and have never experienced a situation like this. This problem would have been taken care of immediately!!! TWC did not post my August payment. Started making calls 2 weeks ago. Anytime I asked for a fax number to fax the cleared check and statement I was told it was not necessary, that a report would be filed on my account and taken care of. Of course it was not. I was told on my third call that it would be taken care that day and all late fees would be removed. That did not happen as a matter of fact they took the late fees of the disputed payment (there were no late fees on that one). I even went to our local office where the payment was made. Not too much they could do other than file a report. Today I made my 4th call and of course I was told that I needed to fax the statement and cancelled check. I was actually given a fax number!! Of course it took ten tries to get the fax to go through. I have already cancelled our cable, guess internet is next. So sad

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Betty Gray September 25, 2014 at 9:31 pm

How convenient for TWC that you can’t email or call (and be connected to) the CEO, COO or CFO directly. The so called corporate website sends me back to the local website where I have to chose a topic that is listed by them.
There is not a day that passes that I don’t swear loudly ” I Hate Time Warner!” In the very small town I live in, TWC is the only cable company. And since they have no competition; they can provide abhorrent service, charge exorbitant prices, provide antiquated equipment that never works properly ; and they could care less.
I am a medically retired cardiac care nurse. I worked for 38 years, loved my job and all with whom I worked. I hate retirement. I am trying to make the best of my situation. I stay at home most of the time because I have a great deal of pain and have days that I don’t stray far from my bed. On those days; I try to re focus myself by watching tv or reading. Imagine my frustration when I turn on the tv and all the channels are blank with a “notice” stating “this channel is temporarily unavailable please try again later”.
Every time I turn on my tv (I don’t mean “often” when I turn it on, I mean EVERY SINGLE TIME) there is some problem with my cable service. Most often ; there isn’t just one problem, there are many. I recently traded in cable boxes 4 times in one week. Three of those times a service technician switched them out at my home. Once that week, I took all of my equipment in to my local TWC office to trade it for a newer model. The service representative that I spoke to on the phone the evening before; told me that if I went to the office myself and demanded new, never used equipment they would give it to me. I told her she was wrong because I had visited that office many, many times with complaints about faulty equipment and had traded in my ancient, “refurbished” junk for another set of faulty, ancient, refurbished junk. She assured me she was correct. Sadly she was not. (huge surprise).
In the 6 years I have had TWC as my service provider, I have had no problems with my home phone service. My email service is slow, but functions well enough for my purposes. The service technicians who come out to replace my antiquated , non functioning equipment are very pleasant and do their jobs as best they can with the antiquated, junk known as equipment.
My cable service is the worst I have ever experienced in my adult life and I am 61 years old. Prior to TWC I had the misfortune to have done business with Comcast. They rank at #2 currently on my list of worst companies with whom I’ve done business.
I have had so many problems with my cable service that I now know more about the equipment and how to trouble shoot it than the unfortunate, inept representatives with whom I have spent a third of my life talking to, while trying desperately to get the service that I am overcharged for. There have been so many problems and failures that I have lost count. This past year has been the absolute worst. Everything from loss of picture or complete channels, loss of sound or distorted sound, fragmented pictures (on every channel) failure of the remote to change channels, or to respond to any button pressed (yes; the batteries were fine), failure of dvr to record a program; even though it was set to do and there were no conflicts to resolve, failure of the box to reset even when unplugged or the reset button pushed, and many , many more. I AM FED UP!!!
Oh! And just this week; WONDERFUL news! I received a letter from TWC and they are offering me a “special” price of $20.00 more than I’ve been paying, for the garbage they call service. What JOY!! I am over the moon happy! What a deal! They should be paying me for all the frustration , headaches and unresolved phone calls at all hours of the day and night.
The last time a service technician came to my home to switch out my equipment, I told the service representative on the phone the day before, not to send him if he couldn’t bring me the new, never previously used equipment I was promised by the previous representative the day before when I went to the office to trade in my current equipment. The technician did indeed bring me new stuff. Just a few hours later; I was on the phone with yet another service representative because the equipment wasn’t working and I could not get the box to reboot and reset. The next day another technician came to my home with another box and remote. That night; I was on the phone again. We made another appointment for another service call. I called the next day and cancelled the appointment. I couldn’t take anymore.
I doubt seriously that anyone who matters will ever see this letter. What a shame. What frustration. Obviously; the CEO, COO and CFO are not concerned about how unhappy, dissatisfied and frustrated their customers are. Apparently, they enjoy great wealth from their paying customers but can’t listen to them or appoint a team to attempt to address the severe problems within their company. It is yet another example of how businesses so easily dismiss and disregard their obligations to their customers. TWC touts excellent service and excellent prices while turning a blind eye to their many failures. They can fail at every promise they make and every portion of their contract with their customers but I imagine we could not get away with that behavior if we tried.
I don’t want to be upset every single day about my cable service.
My tv is sometimes my only form of entertainment. When I am in too much pain to go somewhere or even to concentrate well enough to read a book, I would so enjoy the ability to watch a program without cursing and declaring that “I HATE TIME WARNER!!! When I worked in the critical care unit for so many years, I did my job. If I didn’t, people could die. And if I didn’t do my job, I would have been fired. I don’t understand why the big suits at Time Warner aren’t held to that standard as well.

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Gary Beach September 25, 2014 at 4:58 pm

On September 19th I called to try to set service up and was give a day and time service would by should I have installed, was given a confirmation code as well. I went to the local office to ask a few questions about the service I ordered. I gave the lady at the counter my confirmation code and name only to be told the order was cancelled because my now ex wife had service before at the same address I live in. I was told I either have to pay her bill or she had to before I could get service. I told the person on the phone about her having service before and owed a bill and I was told that after 4 years all bills were wiped clean. I told the local office what I was told by TWC employee, only to be told they were lying. Why should I have to pay my ex wife’s bill, to get service….

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wyman September 29, 2014 at 2:49 pm

CAll AT&T and get U-verse. I am seriously considering it.

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Erik Babcock September 25, 2014 at 9:07 am

How can I get a tap installed on my property, the cable is located directly across the street?

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Renee Vandall September 24, 2014 at 3:24 pm

This is not my first complaint with Time Warner, but it is going to be my last. I have never experienced such poor customer service. You call one day and talk to someone and they tell you one thing, then you call back the next day to check why something wasn’t resolved and you get another response. Noone or nothing is consistent with TWC. I am so sick of the crap that you get from Time Warner.

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samuel dutra September 22, 2014 at 12:40 am

Since January 2014 I have had approximately 7 techs to respond to my house due to issues with my service which include, cable, internet and phone. I continuously have horrible internet connection due to fluctuation. I was given three month of free movies, come to find out I was being charged half price. I should of filed a cramming report when I found out, but a customer service rep reversed the charges with no hesitation. Today I called because my international calling to mexico was restricted. I was told by a rep that the account was changed even though no one called to make the change or authorized it. International calls to landlines in mexico is covered my by unlimited phone service. I keep having so many problems and keep requesting to be contacted so someone can do something about this, but I can’t even get a supervisor most of the time let alone a follow up to make sure my service is working or satisfied. This is ridiculous how horrible my service is and how horrible the management is. I’m ready to make a puc complaint if my service doesn’t start working properly.

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Patricia A. Sulecki September 18, 2014 at 10:45 pm

Sept.17,2014 A person on my phone and on our computer,trying to get money from us,they said that they work for TWC,and to try and get money out of us by hacking into our TWC email account ec.rr.com;” after hacking into our account doing damage to our computer he said he can fix our problem but it would cost $199.00 for the first year & 2nd year $299.00 etc.etc.after that I knew it wasn’t TWC that these are hackers” I told him I was calling the police, I first called TWC 919-595-4892 to report the problem my call went to the Philippines,this was of no help it was a language barrier problem, before” like just a couple of months back if we had an outage problem” our calls would go to Wilmington,NC.or Jacksonville,NC. Sept.,18 2014 at 8:25 a Deputy came to my house to file a report” the Deputy said that TWC on their end” to help protect and value their TWC customers” they should do an” Internal Investigating” to find these people that are hacking into TWC accounts. This is an invasion of privacy” also very damaging an costly; for customers, we should be able to feel that our TWC accounts are safe ?
Sincerely,

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Victor September 17, 2014 at 7:25 pm

Time Warner Cable is a fraud.
When I signed up for the service the representative told me I qualified for a Dell computer, I talked to 4 different representatives they all said the same thing. They said I qualified but I needed a redemption code, I explained to them that I never received one so they were supposed to help me get one. They never got me one so I called again and talked to a manager she said that I had to call the rewards number they couldn’t do nothing, they told me to call sales and marketing they transferred me to another manager. This manager said I’m sorry but you don’t qualify there’s nothing we can do. I was really mad and disappointed with the company but I decided to no cancel until I solve this injustice.
I talked to another manager he said that she was going to send an email to another department, she told me to wait from 24 to 48 hours. After 2 days I call them again because I never received a call. They tell me the same just wait for a call there’s nothing we can do for you, we apologize for the misinformation when you signed up. This company lies to costumers. I checked online and found up that there’s so many complaints to BBB about this company. I’m still a costumer but I’m planning to cancel if they don’t resolve this faud.

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eric September 22, 2014 at 6:20 pm

hey victor im faced with the same issues and if not I will be not paying a bill and they can cancel the service this is bs my next issue is to file with the state attorney generals office of consumer affairs to get issues resolved on my behalf im working with them diligently as I can, but im not going to be putting up with their mess any longer, they tell m one thing its something else and on top of all they tell me that with the billing system when they made changed on my account screwed up things that’s whats making me not to quLIFY FOR THE DELL PC and I did qualify cause my bill was not outstanding and it was in good terms of the billing period, 9-22-14 contact me back with a number by email and I will be checking

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LostInTWCPurgatory October 8, 2014 at 10:44 am

Hate to dash any hopes, but I’ve been dealing with TWC for eight months trying to get the tablet or compensation. They don’t deny I qualified, they just continually close the escalation tickets without comment, don’t call back or email. I’ve escalated to supervisors with similar results. I spoke with the redemption center in the beginning and they put me in the system, but nothing happened. In the end, our only recourse will be to drop them.

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Magda Pampallona September 17, 2014 at 11:42 am

Good morning!
I had my 5th appointment for cable / tv and internet installation .As usual nobody showed up . This is a waste of my time ,no one calls to let me know that they are not coming , I am just ignored . I have had TWC before , but due to becoming ill with stage 4 Cancer and the resulting financial situation , I had to cancel your service. Now that I have survived and are in remission I wanted my Time Warner Cable services back . Today was the 5th time for the technician to come out to install my services , I have been stood up twice in one day ,last Wednesday, the 10th ,the two times before they told me it was not possible to hook up because of a inactive tap. Today I had another appointment at 8am -9am for installation, and of course NO ONE showed up. I believe Time Warner does NOT WANT my business. They rescheduled me for 1pm today . This will be the 6th installation appointment I was given without success. What is the PROBLEM???? I am sorry ,but this has been a total waste of my time and I am very disappointed with the service I should HAVE had but did NOT get . Please do something about your services in this area, this situation is not acceptable .

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Robina September 12, 2014 at 1:11 am

Time Warner Cable is the absolute worse EVER. Do not under any circumstances EVER select them for service or you will regret it. I have only had service for two weeks and it has been an absolute nightmare. The sales reps are liars and they don’t tell you all the complete details pertaining to fees, equipment and costs associated with the installation of their intelligent home system and will sign you up for the basic package knowing that it will not provide sufficient protection for needed zones in your home and then when the tech arrives to install the basic equipment you will be hit with an additional 300.00 cost to cover the extra sensors that you will need to purchase in order to have the proper home protection. And they don’t honor their advertisements on TV. They will not allow you to cancel service within the 30 day trial period and you will feel like you are being extorted for money. I will be filing several complaints and a lawsuit if they do not refund all of my money back. They are racketeers and act like loan sharks. DO NOT USE TIME WARNER CABLE SERVICE EVER!!!!!

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Coretta September 11, 2014 at 9:31 am

Timewarner is very prejudice and dont care how they treat there customers .I tried to cancel service before my 30 days they gave me every reason I shouldnt now bill is very high. I talked to Jerry in cooperate i was treated like trash .

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Richard September 10, 2014 at 9:03 pm

I am completely dissatisfied with Time Warner. The Customer Service Department has failed to help resolve my issues since I initially ordered service and at this point in time I am ready to cancel all my services. It took me 2 weeks just to get service installed because Customer Service kept loosing my information and kept telling me a supervisor would call me back since my new residence had a lock from the previous tenants. Once I did get service, I was charged for cable services that weren’t given to me. I tried calling Customer Service again and was told I paid extra for a cable box I didn’t need because I was only getting basic cable which is not what I ordered. I wanted HBO channels which is the reason I got a cable box to begin with. Your Customer Service staff is incompetent to say the least and this company has given me nothing but a headache for the past 2 and a half weeks.

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Susan September 10, 2014 at 4:37 pm

I had Time Warner, for close to a year, Few weeks back It was on a Sunday turned my TV on and NO TV NO CABLE. So I caled a friend in the same building I live if she had Cable she said she did. So i called Time Warner, I asked what is going on withmy Cable, Now keep in mind I paid my bill first of August ( Paid 100 dollars) few weeks later No Cable. I Pay My Bills ever month I have never missed any payment to anyone since I have lived alone. First thing I was told is I owe money, WHAT Really Seriously…I think Not. I just paid you 100 dollars, the Rep I talked too was very rude, I mean very rude that is not necessary I was trying to stay calm but the way she was talking to me would put anyone into a upset state of mind. I was so upset, and so mad at them I had to hang up.so the next day I called again, to try to get this straightened up, well no progress at all I was very nice to them, but again this other person was worse than the first one I talked too. So, hung up got my self together called back an told them to comepick up their stuff, I am done with them. Of course They were telling me well U owe this for this, I said I owe for what, how can u say to a customer u owe for service they have to recieved as of yet is beyond me, but that is not the point, my point is I wanted to get it syraight, owe money or not why the rudeness why? that is not right, I must say, I will never have TWC for anything ever again, owe money or not owe money. I called to get things straight with them, but instead they got very rude wih me more than one time, and I no longer have TWC. No Loss No loss at all, they are terrible with the Customer. I don’t want to get into it how many times, I have be honest an up front with them, and paid my bill and that is what you get in return from TWC. If You owe money or not, you deserveto be treated with respect and given the chance to resolve the issue at hand but TWC, that never happened for me.

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John Herbert September 9, 2014 at 10:15 am

We are a customer of TWC ad have had nothing but problems securing reliable internet service. We are a very busy law firm (Herbert Law Group LLC * Engle Street, Englewood, NJ, 201 490 ****) but the office number does not work due to failed TWC internet service. Nor are we able to access our electronic files. Our billable hours have been terribly affected, not to mention our relationship with some clients and courts. I also sent a paralegal home because she cannot work effectively without internet service. The lack of internet service is costing us considerable revenue and credibility. My cell phone is 201 450 ****. I am currently on line using a Verizon Hot Spot. Please respond ASAP.

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Rita Aken September 7, 2014 at 8:46 pm

Ordered a cable box, explained the representative handling the order that it was for a disabled person who needed only the basics. I am responsible for the bill and the first bill was very high, called the representative who promised that it will put a block so that the disabled person would not be able to order on demand and extra channels. Again the bill came higher than usual, was given some credit and again a block was put.

Surprise, surprise the next bill was over $300.00 and the next one $275 plus, called the representative and this representative finally told me that the person handling the remote could overrhide the remote if he had the code. I explained to the representative that I did not know the code how a disabled person could do it? Was told that he could use my Social and my address and make orders, this person does not have this info, Went to the manager at Time Warner’s Office and he said that I should have known that this person could make orders without my permission, At this point was very upset and angry as every representative I talked to never explained this and assured me that the block will stop this disabled person to order any per demand channels or movies.

The total bill came to over $500.00 for two months as if you want service you pay it. Could not do so because this was the service provided but makes me wonder why these CEO could buy villas, boats etc, etc.

Now this disabled person, note a DISABLED PERSON, has to pay back these fees a little bit at the time SHAME ON TIME WARNER, HOPEFULLY COMCAS WILL SEE THIS AND WILL NOT HAVE THE SAME TACTICS BESIDES NO END REPEATS AND LOUSY PROGRAMS.

AGAIN SHAME, SHAME ON TIME WARNER!!!!!!!

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Amasalian September 4, 2014 at 3:56 pm

1- I am now on a mission with getting through to TW Cooperate. Been waiting for )listening to a recording tell me a customer service rep will pick up) someone to pick up at the cooperate office for over an hour now. Would not normally wait like this but I am just determined to prove my point now as to how bad this company’s customer service is.
2- Called 3 times this week alone and:
-waited on hold for a minimum of 30 minutes each time
-received nothing but an attitude from each so called customer service rep
-everytime I give them my phone # they tell me that I do not and have never had an account; even after I give them the account #
-all 3 times I get transferred to another person who is supposed to be in my region (using the same # that I have used in the past), they end up telling me the same thing. So I actually have spoken with 6 reps
3-called 2 times the week prior to last and opted for the “leave a message and someone will call you back”….nobody ever called me back
4-scheduled a time for a rep to come and pick the equipment up a little more than 3 months ago since I was going to be gone for a school. Left the money and the modem with a friend that I authorized through the TWC rep (they do not normally do this but made an exception due to the circumstances). The rep never showed up on the scheduled date, and my friend even attempted to contact TWC on my behalf but received no help. Really stopped calling and trying after being left on hold over and over again.
5-but the best part is a rep did come out and disonnect the service at the box the next day (the day after I had scheduled for a rep to pick up the equipment)
6-it has now been 1 hour 12 minutes and 34 seconds that I have been on hold
7-I had nointention of cancelling the service but rather putting it on hold until I returned from my school. Absolutely the worst company that I have ever done business with, and that says a great deal.

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Craig Jordan September 4, 2014 at 9:38 am

I’m not going to be so professional with my comments.. TIME WARNER sucks balls!!!

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Brianna Jazmine September 9, 2014 at 12:45 pm

I concur.

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Don September 1, 2014 at 1:17 pm

I have signed up for TWC back in March on a promo as well. My bill was never late and as well never seen my $300.00 promo My son passed away three weeks ago in a car wreck and I came home to one of the messages that my twc bill was past due after them telling me that they would just put my promo againt any bills instead of me having to deal with waiting on them. I am sure this week they will cut it off for non payment after them billing me for 7 months of home sercurity which I never had nor ordered anyone who could advise me it would be great. i refuse to pay til they do what they say they are going to do.I also was an installer for them for over 15 years.

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Donna August 31, 2014 at 3:34 pm

I have never hated a company more than I do TIME WARNER. They have lied to me once again. I am writing a letter to corporate, not that they will read it, but I’m also contacting local media after my experience. One big joke? They have a support page titled “We are Listening” that says, “If you have a suggestion or unresolved situation that you would like to bring to the attention of our senior management, please fill out the form below”. THERE IS NO FORM BELOW!!
https://www.timewarnercable.com/en/about-us/leadership/support.html

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Ashley Neal August 29, 2014 at 10:56 am

I had a very weird encounter with a telephone rep when I called to report an internet outage.
upon reporting it, I explained my children do their homework on the IPAD and we need out internet he then asked me how old my children were and if they were boys or girls and without hesitating I answered thinking he was just being nice and making pleasant conversation. He then asked which daughter was needing the IPAD to work, and I told him my oldest. To which he then asked if her could talk to her, that’s when my red flags went up. I of course responded NO. Then he told me he could save me a hundred dollars if he could call me back at another time. I of course said sure. He called me back at 6pm and keep me on the phone for nearly an hour, just typing or whatever, but being privy to my entire conversations with my children. Again at the time none of this seemed to weird. finally at the end he told me he saved me all this money, gave me all these extras and all I had to do was take all my boxes in to switch them out. we were on the phone for an hour, most of time he was completely silent being privy to all my conversations with my children….etc….
SO I go to the cable office today hauling in all my equipment only to be told nothing that he promised could be done. then my entire conversation played back in my head, the personal questions he asked about my children, their ages etc… it suddenly occurred to me he was only an hour from my house, has my full address from my account, knows I have 3 daughters, their ages etc…. I am feeling sick!!!!!!

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dmoney3560 August 28, 2014 at 10:15 pm

This is joke I’ve been waiting for a rep for 35 minutes now. I hope someone those reads this cause I will be canceling my services after this not only do I get bad customer service but all rep have attitudes and managers are just as bad. I work hard and like every hard working person I do my best to keep my bill low and look for affordable rates. recently I took a pay cut and was looking to keep my bill around $100 per month. I spoke with a rep that quoted me a special rate for $106 for 6 months so I was happy for a moment thinking they were actually helping me out after being a loyal customer for 5 years, now I get a suppose thank you letter that my promo rate is about to expire and by bill will be going up to $210 per month but as a good customer they would only charged $175 of course when I called to check on what I was previously told there was no notes on my account from the previous rep as to what I was told I requested to have to phone call listen too cause one I was called a liar and that they dont offer special rate and they dont have the ability to listen to calls total BS .. sometimes I think all this complaining online still serves no purpose cause they dont care about our business because they sucker new customer with their so call special promotions for new customer so its never ending cycle thousands leave but thousands sign up

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Anaalicia K August 28, 2014 at 8:47 pm

I have been on the phone waiting for an agent to answer the phone since 6:05pm. And when one finally did she got an attitude with me. Then transfered me back into que. I am extremely upset. I have been a customer for almost 3 years and late once. The customer service I received was horrible. I will be so glad when I move into my home so I can At&t U-verse!

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Luis August 28, 2014 at 5:58 pm

JUST WANT TO EXPRESS OF HOW DISSAPOINTED I AM WITH TWC. I SIGNED UP FOR INTERNET SERVICES WITH THE PROMOTION OF THE $100 GIFT CARD, NEVER RECEIVED THAT. FEW MONTH LATER, WHEN THE UPTO $200 PROMOTION FOR TV SERVICES STARTED AIRING, I SIGNED UP FOR 3 BUNDLES IN ORDER TO QUALIFY, SO THERE WAS $300 DUE MY WAY. I NEVER PAID MY BILL LATE AND WHEN IT COMES TIME TO RECEIVE MY CARDS, I CALL TO CHECK THE STATUS AND I GET TOLD THAT I DO NOT QUALIFY CAUSE I MOVED, AND I PAID LATE. SO PRETTY MUCH I HAD TO BE FORCED TO STAY AT SAME ADDRESS IN ORDER TO QUALIFY SO BY ME MOVING, THAT WAS IT. KEEP IN MIND I DIDNT HAVE A CONTRACT (NOT THAT IT MATTERS). I CALLED CUSTOMER SERVICE, THEY DIDNT NOT TRY TO HELP THE SITUATION AND GOT ESCALATED TO MANAGER ON DUTY (SO THEY SAY), HE WAS A RETARD AND DIDNT KNOW WHAT HE WAS TALKING ABOUT YET ALONE DECIDED TO ARGUE WITH ME PAINTING THE PICTURE THAT I WAS CRAZY, I DIDNT KNOW WHAT I WAS TALKING ABOUT AND BEST OF ALL HE SAID I WAS DILUTIONAL. I REQUESTED TO SPEAK TO NEXT MANAGEMENT LEVEL HIGHER THAN THAT SO CALLED MANAGER, HE GOT MY NAME AND SUBMITTED MY INFO IN FOR THE NEXT AVAILABLE SUPERVISOR. MINUTES PASSED BY AND I GET A CALL FROM A HAWAII CALLING CENTER CLAIMING TO BE A SUPERVISOR OF SOME SORT. I EXPLAINED TO HER MY SITUATION AND YET STILL I DONT GET NOWHERE WITH HER. SHE WAS ABLE TO CONFIRM MY REGISTRATION FOR THE GIFT CARDS AND COMES BACK TO SAY THAT THE PROMOTION WAS FOR $50. UNLESS IM BLIND AND CANT READ OR HEAR THE COMMERCIAL ON T.V THEY ARE ADVERTISING, I MUST BE DUMB. AGAIN, NOTHING WAS DONE TO VERIFY AND ACKNOWLEDGE THE FACT THAT I WAS ENTITLED TO $300 IN GIFT CARD PROMOTIONS. WHEN I SIGNED UP, I CLEARLY STATED MY PURPOSE YET TO NO EVAIL , I DO WHAT THEY ASKED, KEPT MY ACCOUNT IN GOOD STANDING, AND YET THEY SEEM TO LOOK THE OTHER WAY. LOOKS LIKE IM GOING BACK TO ATT U-VERSE AND DIRECT TV. THESE MORONS LOST MY BUSINESS AND RESPECT AND A VALUED CUSTOMER THAT WAS GLADLY PAYING $140 X MONTH, YEA I KNOW, ITS CHUMP CHANGE COMPARED TO THE MONOPOLY COMPANY THAT IT IS WITH ITS BILLIONS OF DOLLARS. AT LEAST WITH ATT & DIRECT TV, THEY DONT GIVE ME HEADACHES LIKE THIS, THEIR RETENTION DEPT TRIED TO KEEP ME AND OFFER ME DISCOUNTS AFTER DISCOUNTS AFTER DISCOUNT, YET I DECIDED TO LEAVE FOR THIS LACK OF CUSTOMER SERVICE UN-TRANSPARENT COMPANY.

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r.bennett August 27, 2014 at 1:59 pm

Trying to work with Time-Warner Cable has been one of the worst experiences I’ve ever had with any company. Yesterday, I had an appointment with TWC and they didn’t even bother to show up. I called to complain and was told a technician would come out between the hours of 6pm and 7pm. I finally got a call from the technician saying that they don’t work those hours for installation. So, two appointments in one day, just blown off. I called to complain, and the first technician defended himself by saying he was waiting in front of my house. A complete fabrication because I had taken the whole morning off to wait for the technician. Either TWC has some arcane, twisted sense of humor and likes to do this to prospective customers, or the culture within TWC is a truly nasty one. The executive customer service number is just a ruse, because it is constantly busy. TWC is an offense to any form of decency and good faith. R.Bennett

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Dan Dolski August 23, 2014 at 1:03 pm

I have been calling TWC on a weekly basis. When I change channels the screen turns blue
No start over
Error 105
I am tired of calling.
Please help.
Dan Dolski
*** Leader Dr
Chardon OH 4402
440/279/****. 440/635/****

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Kenny Yu August 21, 2014 at 8:16 am

4 consecutive days with no cable, internet or phone. This is ridiculous. To top it off, they lie about it. They leave a voicemail and tell me the area outage has been repaired, but then tell my fiancee that it is not. I know several people that live in my area that have no problem at all. Additionally, my neighbor in the next unit from me has service. How can there be an area outage if all these people surrounding me has service? Not only am I outraged with the time it is taking to fix the issue, but I feel extremely disrespected at the level of customer service and care I have been receiving.

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Rob Gaiser August 20, 2014 at 10:06 pm

Come on folks take it from someone who knows business. YOU don’t. Get someone at the helm that knows what the hell they’re doing before you lose thousands of customers. I’m ready to leave and when I do I promise I’ll take over 100 with me. I am tired of being disconnected from my e-mail, if I had the power to to frustrate the SHIT out of you like you have me, trust me I WOULD.

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Dennis Grochowski August 19, 2014 at 5:57 pm

Well here we sit waiting again, the fact that we have been waiting for a year for Warner Cable to settle a bill, not one we owe but one that Time Warner has owed for a year. We have been lied to, kept waiting, told we were a “top Priority”, which is a really big lie. The Time Warner installer broke my computer screen and we were told “go get it fixed and send us the bill” but apparently everyone there is taught to lie and not be honest. We have probably talked to over 30 employees, on-line, on the phone, and even in the store and still nothing is done. We thought after contacting the Robert Marcus office something would surely be done, Dennis had been a good customer to Warner Cable for many, many years but that doesn’t seem to matter when Warner owes money. We are on a fixed income, Dennis is in stage 4 Lung Cancer patient, and here we sit waiting for someone named John, who as a representative of Time Warner was suppose to be here an hour ago, to recheck our receipt for the repair of the computer. He must have gotten lost, or perhaps this is the way Time Warner conducts business. Dennis Grochowski and Diana E. Cleveland

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Kaley August 18, 2014 at 10:12 pm

I am EXTREMELY UPSET with TWC!!! I am a new customer, and whenever I called to set up my cable the woman told me there would be NO Installation fee, and NOTHING due at installation. She told me my first bill of 150 dollars would be due 45 days after installation. I even asked her several times if that was correct and she said YES! A few weeks later we get a bill in the mail that was more than 150 and less than 45 days from installation like the woman told us. I called to figure out the problem..I was told she was wrong and the only thing I could do is make an extension on my payment. EVEN THOUGH the woman is the one who is in the wrong NOT me. THEN I get another call saying my bill is $300 past due!!!! WHAT?!?! I AGAIN called and was put on hold MANY times and was told that because of my troubles that part of that bill would be taken care of and the rest would be due at the beginning of next month. Ok that was okay with me. (At least they were trying to help) BUT a week later I was trying to order a movie and it wouldn’t let me! I called technical support and the woman tells me it’s because I have an overdue bill!!! She explains that the man NEVER took care of it, like he said he would!! She told me someone from billing would call me the following day, and NO ONE did!! So I called AGAIN. I was put on hold for THIRTY MINUTES. I got transferred AT LEAST five times to the WRONG department. When I finally get ahold of a supervisor, she tells me there is NOTHING y’all can do for me and I would have to pay the $300 that y’all charged me. I AM FURIOUS! As I go on to tell her how ridiculous that is she tells me that I should speak to a billing supervisor…….THATS WHO I THOUGHT YOU WERE!!!! WHO WAS I WAITING FOR THIS WHOLE TIME!!! you guys seriously need to fix your company’s communication errors. Y’all are HORRIBLE at relaying messages and getting me to the RIGHT person who UNDERSTANDS my situation!! Instead of me having to explain everything over again 10 times!!! I am on the verge of canceling my account and telling EVERYONE I know to NEVER use TWC. I will try ONE LAST time tomorrow to talk to a knowledgable person on your staff!

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James Dunkle August 16, 2014 at 1:44 am

Subject: SEC Network
Location: Camarillo, CA
SEC Network start-up was Aug 14 at 3:00 PM PST. It was not available as scheduled. It is still not available. I can’t find anybody at either the local TWC office or the national customer service center who can tell me what the problem is nor when it will be fixed. I find this to be beyond my ability to comprehend. We can send a man to the moon and return him safely to earth, but TWC can’t answer a simple customer service question. Pitiful!

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arlene Figueroa August 15, 2014 at 12:11 am

I am a new customer of Time Warner. I signed up in March of 2014. I am new to the area and decided to sign up with time warner because of their promotional Offer.
I was told that I would receive a gift card during their promotional period. I was told I would receive the card after 3 months of Service. After the three months I called to inquire about this and was told I needed to wait for 2 more weeks which I did and again no gift card. Again I called and was told it would receive a call within 3 days again no call back. To date I have called an excess of 4 times to try to resolve this problem to no avail. Today I received my bill and decided to call again. And not to my surprise there is still no resolution. Again I was told
I have to wait 3 more days. Poor customer service. In my opinion If time warner is not going to back up their promotional deals then they should not use it as an advertising tool.
Needles to say I am extremely disappointed in the manner in which this was handled.I am hoping someone can finally resolve this problem.

Truly Disappointed

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Terrell Robinson August 11, 2014 at 11:20 pm

Ordered TWC internet device 3 weeks ago, was charged $64,98. Technician was unable to install the service. Call Customer Service and cancelled service, was told my refund would take 3-4 days. Call Customer again was told would have refund in 2 days. Called Customer Service again. I’m now being told it could take up to 4-6 weeks to get my refund. NEVER PAY UPFRONT. There Customer service department is the worse, they have no idea what they are doing.

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Dick Valliere August 9, 2014 at 2:09 am

I had a problem with my tv reception. On my first call I ended up with Eliot Legaspi who attempted to fix my problem remotely. When he couldn’t fix it, he promised to call back the next day between 2 and 3 o’clock. He called promptly at 5 after 2 and spent a half hour working on my problem and fixed it. He also promised to call back between 5 and 530 that evening to help lower my bill, which he did, also on time. Your company should be proud to have him as an employee who deals with the public. He was courteous and patient and professional

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Dan Wilson August 7, 2014 at 7:56 pm

I am being charged $66 a month for 15mbps. Whaaaaaa….? But no one could explain to me why I’m being charged so much for such low speed. When I asked to be transfered to a manager he couldn’t answer that question. He said he wasn’t near his desk so he couldn’t help me and that the representative shouldve answered any of my questions. I replied that’s why I asked for a manager. I call the automated service and select the option to cancel my service and it sends me to the billing department. And when asked to cancel service the representative said she will transfer me but then I get disconnected. Call back to cancel again sends me to billing and then disconnected after told I’d be transfered. Also had a $4.99 upgrade charge but couldn’t tell me want the upgrade was. Sounds like the CEO is trying to squeeze a extra out of their customers before going under. Go bankrupt already your company has bad service and high rates. How do I cancel my service…? Greedy bastards

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Greg August 7, 2014 at 12:36 am

My next phone call to TWC will be for them to get their equipment out of my house.

Promises not kept. Misleading sales ASSociates. No Customer service.

I do not deal with Thieves. Bill Cower should be ashamed to lend his face time with TWC,

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B Ammon August 6, 2014 at 6:42 pm

Your company is the one we love to hate! Service, within 24hrs, your latest television promo says. Then perform as promised!

I live in a building of senior citizens. We rely on your phone service for emergency “911” calls. Perhaps a lawsuit when someone picks up their phone, no dial tone and dies, would get your attention!

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Hugh Mercer August 5, 2014 at 1:53 pm

Your service is terrible! Call always get Asia, Can not understand them, will not hook you back to someone in USA.
Can not get service contract we were sold, with $300.00 credit card after 90 days.

I will write B.B.B. and TV stations regarding this problem.

Hugh B. Mercer
Pinehurst, NC

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Ivan Puebla August 4, 2014 at 11:47 pm

Your service is terrible. I called 5 times, trying to talk to someone in customer service. A combined of 45 minutes and no one ever answer. Very frustrating.

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Kalowa August 4, 2014 at 10:28 pm

I tried to be nice but I’m so over time Warner cable they don’t care about their customers at all how do you mess up someone’s bank account and then make them do all the work to fix it??? So I’m so over this stupid company I want my bank account fixed now

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Susan July 28, 2014 at 5:00 pm

Still waiting to get the money deposited in my account that TWC owes me – they have lied and lied said they were processing my money and now 2 weeks. WARNING do not sign up with TWC. Most horrible company with horrible customer service, They are rude and lie…………………………Where is my money you owe me?????????????????????????????????????????????????? Charging me for phone service I had disconnected in April – here it is the end of July.

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christina carroll July 28, 2014 at 4:10 pm

I cannot find a direct email or physical address so I must leave my comment on here. I live 8 miles from Kinston, OH; 8 miles from Circleville, OH; and 5 miles from Tarlton, OH. Still I am unable to have adequate internet. I have to have Direct TV which isn’t bad. I have to have satellite internet which is HORRIBLE or frontier internet through a phone line. It is not much better then dial up. I have both currently and between the two I get decent internet sometimes. I am wondering why in the year 2014 I can’t get better service in a rural area. I don’t live in the country. I’m only a mile from our elementary school and I live right on the main state route. Is there any hope of getting Time Warner in our area?

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James McLean July 26, 2014 at 11:52 pm

Here is the text of a complaint sent to Time Warner in Queens and hand delivered to the Columbus Circle address of their CEO on roughly 7/10/14.

They do not even have the decency to get back to you!!!!!!!!!!!!!!!!!!!!!!!!

Time Warner Cable is morally bankrupt as a company.

Dear Mr. Marcus:
We have been customers of Time Warner Cable for over seventeen years at the above address? Throughout the Spring of 2014 we have had our internet service dropping in and out and a broken up television picture. In mid-May we called for a service appointment for the internet but could not get a service call for over two weeks later on Sunday May 25 — Memorial Day Weekend. James took it upon himself to go to the Time Warner store on May 17 at 23rd street to get a new cable modem but the problem persisted. We would call Time Warner day after day to see if there was an outage in our area and to see if we could get a service call sooner but to no avail. On Saturday May 24 James called Time Warner to report the problem was continuing and to confirm the appointment for the following day. On Sunday May 25 at 8:30 in the morning — Memorial Day Weekend — James received an automated call from Time Warner requesting that he confirm the appointment or it would be cancelled. James was in the bathroom and then began cooking breakfast and missed the call. When he noticed the call, he of course returned the phone call. Time Warner said that the work order was cancelled and that nothing could be done. Despite James’s explaining the aforementioned, including his proactive appointment confirmation one day prior, we could not get a service call that day! We had to wait until Wednesday May 28.
In a phone conversation with Time Warner we insisted that we would not be paying the cable/internet bill for three months and put this in writing to an address in Flushing Queens. Needless to say, the phone call and letter did no good.
Our internet and cable were turned off on Tuesday May 8. James called Time Warner and explained why the bill was unpaid but you were not understanding or accommodating. This happened on a cell phone while walking to work. James noticed a check cashing payment store on Lexington Avenue and paid the bill there. Later he called Time Warner and asked that service be restored but he was told that the payment might not be posted for several days. James asked that service be restored and if after a couple of days the payment was not registered, well, you could turn it off again. James explained everything in this letter but it was once again to no avail. The only option according to Time Warner was to fax a copy of the receipt and to call Time Warner back. That was not possible at that time for James.
We cannot describe the sheer aggravation in dealing with Time Warner over this issue. It is min-numbingly angering!
Here is what we want: Four months of no charge for our cable television and internet.
The three days that either both of us, or only one of us, were dealing with this are financially valuable. They are worth more than the monthly charge from Time Warner – a lot more. If we factor in the aggravation, we would be asking for one year free of both TV and internet.
How would you like to be stuck home on Memorial Day Weekend in Manhattan? We could have gone to the beach. James works in a restaurant and could have been earning money. Beach, money, or, stay home for Time Warner? The stress and disappointment of having ruined our Memorial Day Weekend is not acceptable. And you can see our experience with Time Warner only got worse.
Your phone personnel would not even divulge the name and address of Time Warner’s CEO. They cited ‘privacy concerns.’ Outrageous! As if we wanted a home address?
We considered contacting various consumer advocacy groups, and many other options, we’re resourceful, including contacting all of the other tenants in our building and the three adjoining buildings (same real estate co.) and then the entire block but decided on one last effort at organizing since most everyone expresses dissatisfaction with Time Warner.
If we do not get better treatment from Time Warner you can come at our convenience and collect your equipment. We will find other providers. We do not really watch TV that much anyway and have too many useless channels. With that in mind, the way our cable bill has crept up, and up, an up, is very disturbing.
Sincerely,

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Dianne July 26, 2014 at 8:04 pm

I have never written a letter like this before and I usually always try to find positive feedback to start with. So, as a business manager myself, I know everyone makes mistakes. But if you don’t at least have customer service to back you up, you are doomed. Needless to say, I was new to Time Warner, and thought I would try them out. I totally relocated to a new city and knew nothing about them. It has been a total nightmare from the day I tried to order the service, until today, when I finally had someone who would actually cancel it. It took 3 phone calls to just get someone to set up service, another 7 calls to actually get the order and problems corrected (which never were fixed ) and 2 phone calls to just cancel the service. This was just in 22 days time and almost 5 horse total. Absurd! And I know gives a crap about their services and customers, but I just needed to get it off my chest.

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Susan July 25, 2014 at 8:50 pm

TWC should be ashamed of how untrained their staff is, with do not care attitudes and rude. I will not forget you owing me $$$$$$$$ and causing me bounce a check and leaving me with no money. Twelve calls was not enough, calling corporate was not enough………………………………. You TWC should be ashamed, I am also calling date line to air my story – what you have done to me is horrible!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! May Gleen Britt the CEO, be proud of his company and the demons he trained.

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Susan July 25, 2014 at 8:39 pm

From now on I will tell everyone I meet about the the VERY POOR customer service of TWC and the nightmare I experienced. Their customer service is deplorable, they do not care, do not listen and are RUDE!!!!!!!!!!!!!! I spent in one week over 12 hrs on the phone trying to get a simple matter resolved and what I encountered was horrible. I had my phone disconnected this past April and the billing department never placed in the computer that my service has been disconnected. The only service I have now is internet and I will be disconnecting that as well. When I see a TWC Commerical,or anything with TWC I want to throw up. I started receiving very high bills, connection letters and phone calls and realized I was still being charged for my phone. One day I held for 2 hrs being transferred from one person to another and their very untrained CSR could not gasp such a simple problem. Last Friday I called and was told they were refunding me my money and it would be deposited in 3 to 5 business days and the $ never hit causing me to bounce a check and leave me with no money. When I called back I was told the CSR never put through the request to refund my money – so this week I started the phone calls again – making over 20 going through the same story. I now has to wait another 3 to 5 days for the money to hit. I have contacted the Better Business Bureau, TV Station and an attorney. I tell anyone do not sigh up with TWC.. What you put me through is horrible and unforgiveable. I give you an F- in customer service!!!!!!!!!!!!!!!!!! Thanks for putting me through all of this stress for such a simple problem that the first person I spoke to should have solved. TWC does not care for their customers and horrible, horrible Customer Service!!!!!!!!!!!!!!!!!!!!!!!

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Elaine Young July 23, 2014 at 6:47 am

I just spent 2.5 hours getting NO resolution to my problem. Tonight my TWC phone service went out and I made no less than 10 phone calls to TWC customer service in Queens (NYC). I was put on hold, repeatedly disconnected and subjected to having to speak with the customer service department which has been outsourced to the Phillipines. I had to go through the same suggested steps with each c.s. rep, even though I repeatedly told them I had done those steps over and over. That is the problem with outsourcing – although the c.s. reps are nauseatingly polite, they really have NO clue how to address the problem. I was NEVER able to speak to anyone her in the United States and my problem was NEVER resolved. Ultimately I was given an appointment for ONE WEEK from today – that was the EARLIEST that was available. I will be calling tomorrow morning – but not TWC – I will be calling Verizon to make an appointment to get FIOS installed. I have had TWC since it was first available in this area – back in the 80’s. My only reward for this many years of being a loyal customer is a bill that gets more and more expensive while the serve gets worse and worse exponentially. It is time for me to leave TWC and never look back!!

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Lynn Vincent July 16, 2014 at 10:43 pm

Two days ago I switched providers from TWC to Uverse.. Today I received a nailing thanking me for my loyalty and giving me two on demand movie coupons to use with my TWC account. Too little, too late! I considered writing about all the problems I’ve had with your company over the last year or so; however, after reading comments on this website, I see you’ve heard the problems before and obviously never addressed. I would like to clarify that everyone I dealt with over many months was polite and professional sounding. However, nothing would ever really be resolved. I think it is obvious you do not have enough service techs to keep up with all you sell. I tried for over a year to get a DVR box replaces but was given new remotes twice and would have to reboot my cable box a minimum of 2 times a week. I gave you one last chance and when the tech finally brought me a new box, he had the nerve to say this was a brand new box, never been in another customers home, and he had been saving it for a “special customer.” It’s too bad you didn’t think of me that way sooner! The tech couldn’t get the newer format for on-screen information but told me I could reboot the box if it didn’t change later in the day. Last straw! I have spent so many hours on the phone with TWC and rebooting the boxes, I feel like I was working for you, rather than being a values customer paying a high monthly premium for this very poor service. In my career, I was Executive Secretary to the president of a Federated Department store in Columbus. I know what good customer service means and that it takes people who really care about resolving poor service. It is extremely frustrating to call your customer service line and hear recorded messages about how much you care about providing the best service when all your customers seem to know that is far from the truth. I am looking forward to all the extra time I will have now that I won’t be calling you or rebooting your equipment. Lynn Vincent

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Sergio Pires July 15, 2014 at 8:16 pm

TWC customer service is worse that pulling all my teeth out! They cannot do anything right. Service issues???? Call them and they do not speak English most of the time to the level that they can understand my issue. When they say they will make an adjustment or fix something they do not. Then when you spend hours getting to someone and go through the same issue again they have no record of it. I hate calling them. I tried online support and was seriously transfered 8 times. Issue still not fixed. I do not even care to fix my grammar on this msg because I am so disgusted w TWC!

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Elisha T July 13, 2014 at 4:29 pm

for a year and a half ive had nothing but bad service here in ohio with time warner i lost a job NO APOLOGIZE My child busted there face on a wire they left timewarner laying in the yard instead of attached im so upset with time warner over and over techs and never do they tell us the same thing ever lazy and to beat it all I never recieved a im sorry from time warner for the problems they just want money!!

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Ted July 11, 2014 at 12:51 pm

We are a small brokerage firm in lower Manhattan (10004) and once again are a victim of deplorable (NO SERVICE) phone TWC…Our service has been out since 8:57 July 10th. It is now 12:45pm July 11th. Todays “outage” is the latest in a series of outages which date back to the day we made the mistake of “switiching” to Time Warner Business Service. Not only can TWC NOT provided basic phone service to its customers, It also should be noted that TWC lures there customers into the web of deplorable service by the use of false and misleading advertising. In addition, the Tech and Support lines are useless as they are not ansewered and after a wait of an hour or more the Tech people have no knowledge and are completely unhelpful. If such a thing as a public service commission exits anymore, they should take away all of TWC licences immedialtly. Finally, COMCAST should be careful what they wish for!!

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Ted July 11, 2014 at 12:36 pm

We are a small brokerage firm located in lower Manhattan (10004) and a victim of Time Warner Cable “business” phone service. Today, July 11th, we have been without phone service since 8:57pm July 10th. Today’s outage is the most recent in what is a series of complete breakdowns in phone service from a provider of phone services that lures there clients into there network through false and misleading advertising and does not have the capablitilty to deliver even the most basic of services….voice service over the telephone. The phone service in lower Manhattan was restored faster after 9/11 and after Sandy. In addition, the “service and Tech support” lines simply are not answered. Since TWC can not deliver phone service it is understandable that the Tech Support folks would not anserwer there phones. At least TWC is consistent in there inability to deliver phone service and back up tech support. TWC should not be allowed to operate as a provider of any services to the general public. Providing basic phone service and answering a phone call is not putting a man on the moon. …TWC should be ashamed of themselves and the public service commission (if one in fact exists) should strip them of all there licences immediatly. And, finally, the folks at Comcast should take a good hard look at what they are attempting to buy!

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Deidre July 10, 2014 at 7:30 pm

TWC MONOPOLY AND WE THE CONSUMER SUFFERS!
CUSTOMER SERVICES THE WORST I HAVE EVER ENCOUNTERED!
Here’s my tale of WOE:
6/23/14 Put an order in for Triple Play Package. Installation to be 6/30/14
6/26/14 Called to change my order to faster internet, more TV and no phone. New installation date of 7/3/14 between 6-7 pm. I was then told to call another number to cancel the original order, which I immediately did. Why did I have to call and cancel the original order?
7/3/14 At 7:15pm no one had arrived for the installation. I called CUSTOMER SERVICE and that person told me my account was on hold since I owed $139.00. I could pay the amount and a new installation dated would be scheduled. It took me saying this statement a few times before the Rep understood “I can’t owe any monies since I haven’t even received installation or service.” Yes I was put on hold, he came back and agreed. My order was going to be reinstated. The best part is while I’m waiting to get an installation date he’s trying to upsell me on phone service, I can’t even get internet or TV as of this point. I was put on hold again.
When the rep came back to the phone he said the installation would be 7/9/14 and as a special courtesy they would not charge me until the day of installation. I was very displeased with this date and asked if we could try for a sooner date. I was put hold again. He came back with a solution that a special request would be submitted and tomorrow, 4th of July, he would call to confirm. Having my doubts I asked to speak with his supervisor. His response, “Why do you want to talk to him?” This rep’s attitude would be unacceptable at most companies. He accused me of being a dead beat because I owed $139 and now he questions my request to speak with his supervisor? Once again I’m put on hold. The supervisor now comes on line and I repeat what the rep has relayed in regards to my order. The supervisor apologizes for the rep’s attitude and assures me that the special request will be submitted and YES the rep will call me, even on the 4th of July to let me know if a sooner date can be available. This entire call lasted 55 minutes.
7/9/14 I’ve heard nothing from TWC so I put a call into customer service. I told the rep my story, she could not find my order and put me on hold. The rep comes back on line and says I’ve been scheduled for installation on 7/15/14. I ask for a sooner date since I’m now 2 weeks out from my original installation date. She states she will put in a special request and someone will call me tomorrow with confirmation. I state I personally want to follow up on the special request so she agrees to transfer me to that department. My call is dropped in transfer , how convenient.
7/10/14 I receive an email that my order has been cancelled. I once again call customer service and tell my story. The rep is going to transfer my call to the special request department. I state that yesterday my call was dropped I don’t want that to happen again, would she take my phone number in case we get disconnected. She assures me that she will stay on the line until I’m connected to the special request department. The next words I hear are someone in another department but they can’t hear me so they end the call.
I am at the mercy of TWC if I want cable internet. Would I be better off taking a chance with another provider that doesn’t offer cable for internet? Satellite TV has gotten good reviews.

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David Lyman July 10, 2014 at 4:16 pm

After working with Customer Service, and then with a supervisor in billing over a charge dispute, I realized that I had entered fantasy land. The notes these folks read t me had nothing to do with reality.
1. That I had called in to say that the account holder was dead (she was knitting next to me),
2. That I had called to disconnect cable service last month when in fact I had made that call in March, 2013.
3. That in March, 2013 I had agreed to continue a business relationship with the Corporation for publically-transmitted TV (just in case you need our services).
These poor folks are not free to notice the absurdity of these entries into their system. I would warn one and all to steer clear of a business with such craziness.

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Stacey July 9, 2014 at 9:22 pm

Joke. When another carrier is in my area which should be very soon…. I am done FOREVER with these people. Wait, Transfer, Wait, Transfer, Hang up… Oo, right… still no answer. I’m trying to set up a NEW service. You don’t want my money?!

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Jim Lamprecht July 9, 2014 at 1:04 am

It is amazing to read that so many people have had the same problems I have had with TWC which are: very poor customer service, inability to resolve a problem without having your call being transferred at least two or three times, very long waiting time (sometimes up to 30 minutes to try to talk to someone), a clear indication that the left hand does not know what the right hand is doing, inaccurate or wrong bills, cancelled appointments, on and on and on. I am no longer a TWC customer because of many of the same issues mentioned by all of the above comments however my latest issue is with a collecting agency that claims that I owe TWC $62 when I actually never received a bill. The fact that I sent proof of payment seems to be of no consequence to TWC, they don’t care. I found out that many people have similar complaints. The problem is that the collecting agency (credit Management LP–a company with some bad history documented on the Web), will inform your credit agencies even if the information they have is WRONG! I will write to Robert D Marcus but I fear that as one of the previous comments so correctly points out, these problems have been going on for so long (one can read nearly identical horror stories going back at least four years), that one must conclude that this is a corporate culture (endemic) problem. And yet TWC keeps on making money which clearly shows that you do not have to have a good or fair customer service to be successful; as long as TWC can gain 1.1-1.5 customers for each customer lost, they will make money but sooner or later this business model will collapse–the word is getting around.

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Carmen & Kathi July 8, 2014 at 8:04 pm

I and my husband are EXTREMELY upset with your workers/the company contract workers that are placing the underground lines in our neighborhood. We understand you need to place the cables underground, however, your workers left dirt in our drive way, left trash in the yard, and pulled up the landscaping border on the side curb area of our home. The grass they dug up was merely put back in the holes, and it looks horrible, and the grass will only die in that area now.
Your company and the companies you contract these jobs out to need to make it very clear to these employees that they are to treat peoples homes with respect. When they break something, they need to fix it. When They make a mess, make sure sure they clean it all up, not just some of it. Ultimetly the responsability lies with your company, and we expect you to adress your employess and the contracted companies to ensure this does not continue to happen.

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Al Howard July 3, 2014 at 5:19 pm

July 2, 2014
Robert D. Marcus, Chairman – CEO
Time Warner Cable
60 Columbus Circle
New York, NY 10023

Subject: Letter of Complaint

Dear Sir;

This communication may be going into the incorrect cue but I wanted to start at the top as that methodology appears to be most effective.

At the end of this communication I have requested that the appropriate executives, as best as I can determine who they are, be copied.

My mother, Aurora Howard, was a customer of TWC and is over 100 years old. Her telephone number was (919) 453 XXXX.

She received a call two weeks ago from someone, who I imagine is, in collections. This person harassed her for 30 minutes until she gave them her bank account debit card information. My mother is also hard of hearing and may be incoherent at times. Your representative told her that they would be taking $120 (?) out of her account for payments that are overdue. She called me when I came home from work and she was crying as she was so confused and concerned as the representative was so abrasive and persistent.

I subsequently called TWC support and spent about 35 minutes on the phone with your staff in two different departments. My issue is that in the past 6 or so months the bill has gone from $124 to $128 to $133. I personally was not aware of the latest change even though I had requested all billing communications to be sent to me at the above address. I pay all bills via direct payment from our bank account.

I have gone through these continual changes with TWC over and over again. It has become more than I can handle at age seventy-eight so I know my mother cannot handle it at over one hundred.

Your sales staff told me they have made some changes to the account and they are going to send me an invoice so I can ensure the appropriate payment is made.

But again, I am very concerned with the call to my mother and upsetting her for the plus or minus $26 that TWC told her that she is in arrears.

The telephone service provided by TWC is no longer active (see cancellation date below). All future telephone communications, should any be required, should be directed to me at telephone number (919) 625 5116. Future written communications should be addressed to her (Aurora Howard) at 9261 Blackley Lake Road, Wake Forest, NC 27587.

Should you require another copy of my Power of Attorney (Attorney in Fact) please let me know and I will furnish it.

I do not expect any other action by your office as I am sure your staff has more important things to chase after. This communication is to let you know you had an extremely dissatisfied customer. There were no options for her outside of using Time Warner. According to the facility management your contract with the housing group (a Senior Citizens development) precludes any other cable companies and precludes the installation of satellite systems for television and telephone services.

I have formally terminated all Time Warner service as of July 9th.

From a reliability and service standpoint the TV transmission is interrupted frequently and the telephone service is less than acceptable. In the past month her telephone has not been working about as much as it has been working. Being over 100 years old she is probably better off without TV and telephone.

Regards,

Alfred J. Howard

Please forward copies to:
Dinish C. Jain, COO
J H Kelp, Senior VP, Residential

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jeanie goldman July 15, 2014 at 7:13 pm

I HAD SO MUCH TROUBLE WITH BANK OF AMERICA A FEW YEARS BACK JUST TO LOWER MY MORTGAGE NOTE I FINALLY HAD 4 RED WHITE AND BLUE MAGNETIC SIGNS PUT ON MY CAR THAT SAID DON’T TRUST BANK OF AMERICA.

i THEN FOUND THE HOME PHONE NUMBER OF THE CEO BRIAN MOYNAHAN AND CALLED HIM AND TOLD HIM WHAT I DID. WITHIN DAYS MY MORTGAGE RATE DROPPED BY 4 POINTS. THEY SENT ME PAPERS, I HAD THEM CHECKED OUT BY A REAL ESTATE LAWYER AND SAVED MYSELF OVER $200,000 DOLLARS OVER MY 30 YR MORTGAGE. No lawyers involved, just good old fashioned bad advertising for their company. I’M NOW HAVING SIGNS MADE ABOUT WARNER CABLE AND THEIR LOUSY SERVICE. I’M PUTTING THE NAME AND PHONE NUMBER OF THEIR CEO ON THE SIGNS SO EVERYONE WHO HAS LOUSY SERVICE WITH WARNER CAN TELL IT TO THE CEO, GLENN BRITT 2123648200. PUT HIS NUMBER ON SPEED DIAL SO WHEN ALL THE PEOPLE TELL YOU HOW MUCH THEY LOVE YOUR SIGN YOU CAN HAND THEM YOUR PHONE AND SPEED DIAL THE PIECE OF CRAP CEO AND GIVE HIM HELL. BET HE DOESN’T TREAT HIS FAMILY THE WAY HE TREATS HIS CUSTOMERS.P. O. S.

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F u c k twc July 3, 2014 at 3:56 pm

Why can’t your company provide a service for which it charges way to much for. I have now wasted countless hours talking to support and with technicians only to never have anything resolved and my internet still won’t work. The only reason your company is around is because you have a monopoly in certain regions, like mine, and I can’t get another company. Your company is terrible from top down and I only hope that your company fails in the long run and all the employees lose there jobs for terrible service.

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CVB July 2, 2014 at 12:50 pm

This is the worst internet provider I have ever had the displeasure to work with. The people who answer the phone only know one phrase “we will send out a technician” the reason given was the modem is off line. I work from home one day a week and my wife works Mon-Thru from home. Time Warner does not care if you are unable to work just as long as they can send out a technician. When the technician finally arrives two or three days after the modem has quit working and found nothing wrong they leave. Their tier II is just as useless they call after the modem has magically started to work and insist on cancelling the technician. Basically their “most reliable internet” is CRAP!! I would not recommend this internet provider to anyone who needs internet service that can work without interruption. DO NOT SUBSCRIBE TO TIME WARNER FOR INTERNET.

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j connor July 2, 2014 at 9:38 am

Monday was about the 5th time that I’ve had problems with customer service and technical support at TWC. Most people I talked to on Monday were polite and friendly but unable to identify problems and the technical services staff was unable to accurately identify or address problems. I rely on internet services for my job and on Monday morning I had no internet service and had no way to work. I had error indicators on my cable modem. After multiple lengthy calls I was told that the cable modem was bad. I went and bought a new one (and turned in the old one to TWC…with even more issues that I won’t get into). When I installed it, I had the same problems. After more calls and conflicting analysis from multiple reps was told the problem was outside the house and had to be serviced….the earliest they could get out to service the problems was over two weeks in the future. Told them that I use the internet for work and without it, I can not do my job. That fell on deaf ears since they had no other options despite escalating the problem. The impact required me to secure a ATT hot spot to keep working. All told with the outage to the internet, purchases of new equipment, lost time (over 14 hours), and the inability to work with my customers has cost me several hundred dollars, lost customer satisfaction/trust, and complete frustration. This is not a people on the front lines problem, it is a management problem, a big one!. I have worked in tech for over 30 years and managed operations, development, and help desks and there are answers to the problems that plague TWC but apparently TWC management is either complacent and/or inept at solving the problems that may well cost them their business down the road. BTW….Comcast from my limited interactions with them have their own set of issues. If this is the best that private industry has to offer, I believe we are better off with governmental alternatives. After all this is an infrastructure much like highways and these days, just as important. At very least, we need to have ample competition to ensure that the industry does not get complacent. The internet, in case TWC is not aware (apparently not or these problems would not be as pronounced), is a growing economic imperative as more and more home based business and economic activity rely on available, prompt, and reliable internet services. If adequate services were available in my area, I’d already be gone and when it is, I will be.
I will follow-up my complaints with TWC Corporate Offices, as well as the FCC and Better Business Bureau as all who have complaints should do. The more attention that is drawn to these problems the better likelihood of addressing this gross mishandling of essential services.

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David Vega June 27, 2014 at 1:05 am

Having read the comments about your service records I realize why we can’t any help with our problems.Your customer service departments do not or can not communicate with each other.We have had pixilation problems for over 16 months and they cannot find the problem and will not send out a maintaince repairman to change a lousy tap on the pole. Since your company doesn’t care about your customers, I am not surprised that your company is rated dead last in customer service and satisfaction.So now we are happily canceling our service with you and going with your competition.

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David Evers June 25, 2014 at 10:34 pm

Your company is reporting fraud on my credit reports, which needs to be removed immediately, this is costing us $2000.00, for your companies mistake, and after 6 weeks this is still unresolved. Your customer service is not helpful only to transfer you from one to another, until you hang up. This is a major issue!

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Heather June 25, 2014 at 3:33 pm

I think it is just unfair and ridiculous that on my road there is about 1/2 a mile, which is about 11 houses, that do not have the option to get internet or cable from TWC! The fiber optic lines stop down the road. We have been told it is because we do not have houses across the street from us and never will, well guess what down the road where the lines stop there are no houses across the street. Just two houses from us in the other direction across the road guess what there is TWC. So I have called and had them come out only to say sorry the lines stop down the road you can’t have service. I called and complained to the President’s office only to be told that they can send a survey crew out there to see how much it would cost for us to pay to have the lined ran! What a crock of s**t. Why should I have to pay approximately $10,000.00 to $25,000.00 for them to run the lines and the have to pay every month for the service.

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Michael A. Griffin June 24, 2014 at 4:55 pm

Michael & Angela Griffin
XXX Knollcrest Lane
Knightdale, North Carolina 27545
Ph. (919) 217-XXXX
Cell (919) 889-XXXX-Mike Griffin
Cell (919) 649-XXXX Angela Griffin

To: Time Warner Cable Company
From: Michael & Angela Griffin
Date: June 22, 2014
Re: Customer Service Issues and Bad Business Practices

To Whom It May Concern:

We have made several appointments in 2014 for your local Time Warner office/technicians to come out to correct different issues with our cable system. (mostly failing apparatuses from Time Warner) Many times the problems were not totally fixed, but the technician promised they would come back to correct it. That has never happened. Most times, I just give up because I know that certain things are not going to take place. I am paying for service that I am not receiving and this has been the case for the past 2 years at this address.

On June 19, 2014, I went to a local Time Warner Center on Atlantic Avenue. I was previously told to bring my whole-house dvr boxes there If I had problems with them. The customer service rep said that she did not have those boxes in stock but she would have a technician at my house between 4pm and 5pm the same day to correct the issues and change out the boxes.

At approximately 6pm, no one had showed at my residence. I asked my wife to contact Time Warner and they said that a technician called my home number and there were no answer so they cancelled the appointment. My wife gave me the phone and I told the supervisor that the customer service rep never asked me for any specific numbers to call. She only said that someone would at my residence between the hours of 4pm and 5pm.

The supervisor said he would look at the notes and then agreed that the technician went off the number that was in the Time Warner system. I was very upset. The supervisor explained that the warehouses were closed and he was not able to get the whole house dvr’s that late in the evening. He then explained that someone would call me in the morning and someone should be able to come out the next day because of the issue at hand.

We waited the next morning for someone to call and no one ever called. We called Time Warner local office and they said that the supervisor that we had spoken to the previous day scheduled an appointment for Saturday, June 21, 2014. Again, I was extremely upset and told them that we could not be there on Saturday. The rep apologized and said he would give us a $29 credit. I thought this amount was ridiculous for what we were/had gone through. I told him if he could get someone out early Sunday morning, I would change my plans to be home.

The rep scheduled a technician to be at my home at 7am on Sunday morning June 22, 2014.

The technician came to my home at 7:10am and did not have the whole house dvr’s that I have. He had very large boxes that he said were older boxes. I immediately called the Time Warner local number and spoke with a supervisor by the name of Emily (ID # 1016) She said that it was nothing they could do because the warehouse was closed on Sunday. I am furious at this point, because I was supposed to be out of town, but cancelled because of my this situation.

The technician said that no one told him that he needed those particular boxes. (*Why would you bring out something different than the customer have) Carlos (Tech 20466 apologized and said that he would go to the warehouse at 8am Monday morning and come to my house by 9am Monday morning. He then spoke with his supervisor Jason (tech 23595) and Jason said that he could not do that and would have to reschedule us for Tuesday between 11am and 12pm.

I told Carlos this was one of the worst customer service companies that I have ever encountered and would be reporting this to corporate headquarters immediately.

We have been a very loyal customer with your company for many years. I feel that we have been cheated out of a lot of money, because we have never, consistently, received all of the products and services that we are paying for monthly. Many promises are made but not delivered. Everyone always have excuses and not many solutions. Something needs to be done about this immediately. If not, I will take this much further.

If you have any questions concerning the information provided, please call (919) 889-5341 or 919-872-4658.

Sincerely,
Michael A, Griffin
Michael A. Griffin

cc: files

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Edward DeBeers June 23, 2014 at 9:05 pm

My name is Edward DeBeers and my account phone number is 714-403-XXXX

I left you a message on your phone but I decided to email also. I have been with TW

Twice for many years, the last start time was 01-16-09. The last straw was when I made an attempt of getting my own modem to help a little

with my fixed income. I bought the identical modem furnished TW and I was told it would

not do. I bought in spit of the fact that I have always been unhappy that the modem cost that

was added to my bill without any notification. But now after going to the office on Miraloma

Ave in Anaheim Ca. they have no record of when they started charging me for it, I was given

the same date I started my service and I know that’s not correct. I wanted that date in order to

start processing papers to take TW to small claims court for what I feel are unjust charges.

I started my service a $19.95 per month but now the end of the promotion caused it to be raised

every year. As of a month ago for many months I was paying 60 something. When I called to

complain it was justified as the end of a promotion. Finally when I walked into the office they

lowered it to 40 something, I asked why didn’t they tell me that all I had to do was come in and

I was told , we don’t do that, Wow unbelievably. and it also lowed my speed. When do the promotions

end and when does the customer get free from what seems like a scam. I should be getting 20 mg per

second but I’m getting 15 and lower. I have noticed that anytime I call to complain and I adjustment is

made , the speed changes. It’s on record that they have been out a few times in many years to work on

the lines to my internet because of very slow speed every day around 6 pm. The service tech was honest

enough to admit to me of the lack of towers in my area and that my home is in a bottle neck for internet.

So I really have never gotten my moneys worth and I’ve been extremely patient, but no more.

I am now aware that I will be able to get TV and Internet for the same price TW charges me for

Internet only from an other provider. I don’t have a choice, TW would not help me. I don’t care if my small attempt to get justification goes unnoticed

or if you just throw my email In the trash because I will understand that it’s only a reflection

of your new logo, Greed. Business without ethics is not a business.

DiPiassa Said:

“It has become dramatically clear that the foundation of corporate integrity is personal integrity.

Respectfully

Edward DeBeers

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jeanie goldman July 15, 2014 at 7:22 pm

DON’T BE SOOOOO NICE, YOU’LL NEVER GET THE SERVICE YOU DESERVE. TECHNOLOGY IS SOOOO SCREWED UP COMPANIES CAN’T FIX PROBLEMS ANYMORE, THEY JUST DO A BAND AID TILL YOU COMPLAIN AGAIN.

i’M GOING ON MY NINTH YEAR OF THE SAME PROBLEMS, STILL NOT FIXED BUT I’M EXPECTED TO PAY FULL PRICE FOR CRAPPY SERVICE THEY CAN’T FIX.

STARTING TOMORROW I HAVE 4 MAGNETIC SIGNS FOR MY CAR THAT GIVE THE NAME AND PHONE NUMBER OF THE CEO OF WARNER CRAPPY CABLE. I HOPE MORE PEOPLE WILL MAKE THE SAME SIGNS FOR THEIR CAR AND IF NOTHING ELSE WE’LL ALL BE ON NATIONAL TV LETTING THE WORLD KNOW TIME WARNER SUCKS

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Rachel June 19, 2014 at 7:15 am

Having just read the other comments posted here, it would just be redundant for me to take time to try to post our own family’s on-goimg experiences with Time Warner Cable. Their stupid and offensive ads are minor compared to their “service,” which obviously sucks. Several weeks ago, we finally took care of the Internet problems by switching to Century Link, which has been more than satisfactory, without the consistent interruptions we had experienced with Time Warner. And while we had been cable customers since the 80’s, lately the service has gotten so bad that last night I asked my son–the tech expert in our family–to begin the process to switch us over to Direct TV, something I didn’t want to do because it involved boxes and potential interruptions to service because of weather, etc. But he reassured me that many early problems have been resolved, and now the service is apparently pretty reliable. So before long, we may not ever have to deal with Time Warner again.

And since Time Warner has a monopoly in our area, we don’t have any other options.

This final straw was the fact that they took away a group of channels from our service that I did actually watch–but of course, they continue to charge $80 a month for the “service”–and then supplied adapter boxes–free at first, but soon to be charged-for individually, month by month. Even getting the boxes was a struggle, after making a trip to their outlet, where they were out of boxes for days, and then waiting another week for some to be delivered by Fed Ex. And when they finally arrived yesterday, and my son went through the process of starting to attach them to the TVs, we had several minutes of actually seeing again one of the stations that had been eliminated, when there was apparently a outage of service in our area, and none of the digital stations would work.

And then the pointless phone calls, to hear their stupid, non-responsive reassurances with bouncy background music, saying they’d let us know as soon as service was restored, but even as of this morning, it still has not, and finally my son disconnected the adapter boxes, reconnected the regular cable, and we are back to square one, with missing stations, and helpless anger that we’re still paying the full bill for missing service.

So several days ago I called our local State Representative (in Ohio), and described our problems, saying it might help if Time Warner were not a monopoly in our area. And she was quite receptive, saying she had heard from others how bad Time Warner is, and would talk with her colleagues to see if something can be done. I’m wondering if my next step should be to call around and see if some attorney might want to do a class action suit for those of us who have lost service and not been recompensed. (And after reading the other comments from those with business “service” who have lost a lot more than I have, it seems worth pursuing.)

I’m sure there are many people who work for Time Warner who are good and would like to be helpful, but in the end, something has gone seriously wrong with the company, and I think it must be at the corporate level, because they allow the bad “service” to continue. They don’t really seem to care that at this point, their service sucks.

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Dale Morton June 19, 2014 at 12:12 am

I’m really saddened to see all these complains as a business own myself. We have been waiting for 8-day’s for our business class to be set-up by Time Warner Cable. I don’t think Phillip Meeks has any idea of what is happening to the business class these day’s. He seems to be a nice person I just wish he new how business class customers were being treated. Thank you for your time

Dale Morton

V.P of Operations
D&T Global Communications

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Mark June 17, 2014 at 3:46 pm

We have been with TWC for several years. Last week, we found that we could not receive calls or faxes. Customers calling were getting a “disconnected or changed” message. Frantically, we called TWC, only to find out later that day that our numbers had been “ported” back to the original owner, Pacific Bell. It was obviously an accident, but TWC did not even bother to check with us to see if we authorized it. It took more than two full days to get it corrected, during which time we were “dead in the water”. Today, we called them to ask for some compensation in the way of a month or two’s fees and we were told that they would only credit us the two days we were down. Forget about all the business we lost because of them. We have ten (10) lines. When they lose us, they will wonder why they have lost an $8000+ per year customer. Good business practices, very customer-oriented. They are the worst.

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Kayla Timms June 17, 2014 at 11:52 am

I came back to TWC thinking there would be some changes made but it looks like their still the same. Their reps are rude, I’ve had constant problems with my services since they’ve been installed and they won’t compensate me for the time I was without services. So what I realized is that TWC and their reps have a problem with consistency. I really really hate TWC and they have the nerve to go up on prices. Make sure you have grade A services next time u decided to go up on prices. Is rather deal with satellite cable then this old coax cable method you still use. I HATE TWC AND ILL BE SPREADING THE WORD ABOUT THEM.

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Chasity June 14, 2014 at 11:10 am

As I sit here on hold for the last 47 minute and counting I wonder how TWC can say I am a valuable customer. 5 days ago I called for services in which my card was charged 91.00 for and was told to just pick up the equipment and everything was ready and on. Next day we go to pick up the equipment in which the sign clearly says try close at 5pm so I am still confused as to how I was standing at the locked door at 440pm and no one in sight. No equipment=no service. Call the next day and I am told my account was not set up correctly and we needed a full installation to be set up on Saturday morning again TWC already has my money but I don’t have their services kinda ironic right. Here we are Saturday morning. No one here I call speak to a supervisor who tells me someone will call you in 20 minutes and you will have installation by 12pm today after one hour and no call back I call back and get a new supervisor on the phone who is telling me no one can come until Monday to which I reply I work I will not be home. I am told sorry that is the best I can do for you. Again, I have been charge 5 days ago. I ask to speak to a manager and am toldi am sorry no managers are available. I am now on hold with yet another supervisor who says I think I can get someone there today. Anyone want to take bets on what his answer is going to be? I wish Robert Marcus would walk into my ER I would go ahead and make him pay for services and then make him wait over 5 days to see him, how do you think he would feel about that? I would simply say to him I am sorry I can see you next week tht is the best I can do for you. And I would expect that saying that would make everything better and he would just calmly wait after all it is what his customer service reps are doing. So Robert Marcus manage your company! Oh and Guess what the last supervisor just said “I’m sorry there is nothing more we can do” imagine that!

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Patty Eber June 12, 2014 at 4:39 pm

I am sure you are inundated with various complaints about technical service problems from Warner. I doubt, however, that you have received many complaints as egregious as this. If you have, your company is in serious trouble.

I have tried to keep this as brief as possible. Given the extensive nature of the problematic interactions I have had in the past three weeks with Warner Cable this is no small feat. I strongly urge you to read this whole document so you can get some idea of what I have been dealing with. I think you will be amazed.

Before I begin, let me preface this by stating that all of the technicians who have come to my home have been courteous, pleasant and eager to be helpful. My issue is not with them but rather with the shockingly poor organizational structure and customer service practices in general that have been displayed by TWC regarding my current issue.

I am a signature home subscriber. You provide all my cable TV, my DVRS, my wi-fi and my telephone service. I pay a hefty sum for being a signature home owner but till recently I have felt it was money well spent. I have always received prompt service when needed, competent phone consultation and home repairs and problems have been resolved speedily. As you will see, I can certainly no longer make that claim.

On May 16, a technician came to my home to repair my cable because I was no longer able to receive several stations in the 1300-1500 band. He thought he repaired the problem but when I went to try it again a half an hour later found that the problem reappeared. He was unable to return but arranged for another technician to come out on May 21. The next day, however, I found that I was no longer connected to my wi-fi in the majority of my 3000 square foot condominium. The tech support advisor that I spoke to on the phone was not able to fix it either. We both agreed that I would wait for the upcoming appointment I had on May 21 when I assumed the problem would be corrected. As I have had wi fi throughout my condo for the past two years it never occurred to me that this problem could not be corrected.

On May 21 the technician arrived; he was able to fix the TV but was unable to fix the wi-fi . He gave me a new router in my bedroom (where my computer is) but was unable to get wi fi anywhere else. He said he thought it was my “extender” that was shot and that I would have to buy a new one. I told him that Tie Warner had supplied everything that I have and that I wouldn’t have the faintest idea what an extender was or where to get it. He said he would have his supervisor call me the next day and we could hash out who was going to pay for it. He would then request that he be assigned to come back to install the extender, which he was confident would take care of the problem. He was very helpful and nice, by the way, and spent over 2 hours trying to resolve the problem.

I never heard from the supervisor. After two days I called and made another appointment for Friday the 23rd. I was very explicit with the tech support person that she make it very clear in the notes that this was not a cable TV issue but was a wif fi issue and to make sure the technician that came out was experienced with wi fi.

The appointment was for 5:00 to 6:00. The technician called at 4:30 to say he was on his way. He then asked me what the problem was and when I told him it was wi-fi and thought it had something to do with extensions (that’s what I though it was called) but wasn’t sure he said they would have to assign it to someone else as this was not his area. He then called me back and said the other technician would be at my home in about 30 minutes.

After two hours of waiting I called TWC to see if he was actually coming. The technician told me that the dispatcher had cancelled the appointment because they don’t deal with extenders. As you can imagine I was irate at not even being notified that the appointment was cancelled but was left to sit and wait indefinitely. The technician sympathized and gave me a credit on my account which was nice but did not help the problem. We set up another appointment for May 28. In the meantime she told me to go by a “pack of extenders”. When I asked what kind (I still did not even know what they were) she told me to go to Best Buy or Staples and tell them the problem and they would figure out what was wrong and tell me what to buy. In fact, the salespeople at Staples were incredulous when I told them they were to diagnose the situation. They also knew nothing about packs of extenders but they did sell me a t $75 extender which must be returned in 14 days for me to get a full refund if it is not needed.

I called another tech the next day who told me to forget the extender and get a powerful wi fi extender ( which I did for $180) but I decided to keep the extender till the tech came out and determined what I needed.

On May 28 two technicians came to my house. They did not know the extent of my issues, only that I had “some issues” with wi-fi. One of them stayed for two hours but had no idea what to do. He said he would talk to my original technician and would work out how to fix this problem. He promised to come sometime after 3:00 the next day and even gave me his cell phone number.

By 3:00 I had not heard from him so I called him. He said he would be there after 4:00 and would call me back with the exact time as I had to make arrangements to get my dog. He said ”I promise I will not desert you. We will fix this problem”.

I never heard from him again.

I called the tech support line again and this time was really furious. I insisted on speaking to the supervisor of the supervisors. I spoke with someone named Kristen who has been very nice and seemingly concerned about the treatment I have received. She tried herself to contact the supervisor here. You would have to talk to her about the outcome of those discussions.

Another appointment was made for June 6. Two technicians came out. Their diagnosis of the situation was different from the others. They did not think I needed to buy a new router (I already had but at that point it was still returnable). The main technician said they were going to replace all my equipment and that should take care of the problem. They couldn’t do it that day because I had to be somewhere (they had been there for over 2 hours). She arranged for someone to come the next day.

When the tech arrived on June 7 he had a new router with him but knew nothing about what kinds of problems I was having so once again I had to go through the entire story again. At one point he suggested that I should get two wi fis and be charged for two which I found outrageous considering I had wi fi throughout my place that was functioning perfectly for two years. After much phone consultation with others, he said he did not have the correct router to install. I did not have time for him to pick it up then (he had been there for almost two hours) so he made another appointment to come back on June 10 at 6:00 with the new equipment. I switched an appointment and skipped a class so I could be home by 6:00.

He never appeared and did not return my phone call.

I called TWC and the person I spoke with told me they were coming out on June 16 to my place, which was news to me. I have no idea why they are coming or what they expect to do or what plan, if any, they have if this does not work.

I spoke with Toy (a supervisor) who I have spoken with several times during this ordeal. Kristen was out with a sick child for the better part of a week of this ordeal so I have dealt with Toy as much as I have dealt with her. He too has been very helpful and empathic but like Kristen he has-so far-been unable to get much done. He is working on it now and I expect him to get back to me soon.

I have now been without wifi in every place but my bedroom for close to a month and there is no end in sight. I have been stood up THREE times by different technicians after I had gone to a lot of trouble to rearrange my schedule each time. I have spent over 10 HOURS with technicians in my home, all to no avail. I have dealt with 7 technicians in my home, none of whom were properly informed (or in some cases informed at all) about what the problem is or what the previous techncians had done. have had countless phone calls with with technicians on the phone, none of whom can find more than the vaguest of notes about any of this in my file. I now own almost $300 of equipment that I have been instructed by your technicians to buy even though there is disagreement about what if anything I need. The clock is ticking and these things have to be returned in the next 10 days or I cannot get a full refund.

Is it any wonder I am furious?

I am writing you for two reasons. First and foremost I am hoping that someone in your organization will finally be able to help me. Secondly and almost as importantly I want to bring to your attention the incredibly poor way this has been handled by TWC.

Any management consultant would say that the first rule of customer service is to never, ever tell a customer you are coming for an appointment and then just not show up. Secondly, it seems like a basic rule should be for one technician to have some awareness of what has already been tried with a customer’s problems. There seems to be no communication between the technicians, whether they be those who provide phone support or in home support. This lack of communication results in wasted time for the technicians and is guaranteed to upset the customer. Finally, if a problem cannot be diagnosed TWC needs to bring in someone who has the ability to handle complicated problems and not leave it to the customer or salespeople at an electronics store to figure out what to do.

I hope to receive a response from you to this lengthy letter regarding how you intend to address my problem and what structural changes you are going to make to assure that neither I or other TWC customers should be subjected to so much unnecessary aggravation and poor service.

Sincerely,

Patty Eber
opXXXX@gmail.com
513-751-XXXX or cell 513-658-XXXX
P

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kathy Clark June 10, 2014 at 5:02 pm

Dear TWC:
I have had the WORST experience with TWC ever. All I wanted to do was get the special for $ 39.99 with the 3 months of HBO and Cinamax. I have never seen so many incompotent and unkind people before in my life. It went from giving me a box with parts missing to a solution of simply someone pushing a button and connectiong my service. I went to that office numerous time. At first in May I ordered the phone and tv service which was cancelled. I still don’t know why. I decided to try again and ordered the tv package on 6/6/14. They had me running back and forth out to Belden Village and still no service. I was lied to, threatened to be charged $111 ( I still don’t know why?) because I told them to take the box back and cancel the service because it didn’t work. I kept getting a message saying, this box is not authorized to be used.????? It was a nightmare! No on deserves to be treated like that! So disappointed in TWC!!!!!

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Dan June 10, 2014 at 4:56 pm

Tried to get service in my mother’s assisted living home. TW said they would be out Wed, they did not show up. We called and their excuse was that they could not find the box on the building that already has 74 TW customers hooked up to and that they are at that box 2-3 times a month as it is. We explained that my mother is 85 years old and had just broken her neck. It is imperative that she have communication with the outside. There are no nurse alarms in the rooms. The telephone is the only means of contact. TW said they could be out in A WEEK! We asked that since they missed the appointment would they expedite it. They said that they would try. That was 5 days ago. I called corporate and got the same BS. We cancelled today. I will spread the word.

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MKR June 6, 2014 at 3:32 pm

Write to the Corporate Office and keep writing to them until you get an answer. No one at TWC is going to read your comments here because they don’t care. But the CEO, CFO and COO might care. So will the news media, social media and everyone else you can think of.

Don’t just write your complaint here. Make TWC hear you!

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Marilyn Finkel June 4, 2014 at 7:51 am

PLAGUED..DISTRESSED..TORTURED…
Lovely reps. Charming polite Service people..SERVICE DIASTEROUS
OVER A MONTH:
TV..picture SHRINKS..width or lenghth..no sound..freezes..breaks up ..HORRENDOUS
PHONE: Unable to place call…call waiting works intermittently..call waiting doesn’t work

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Kris June 3, 2014 at 12:49 am

I closed my account with two because the prices kept going up. In april I went to pay a bill and accidentally paid twc. When I called they told me they would have my account credited in 3 days, it’s been over a month and a dozen people and I still don’t have my money back. They have had 3 different issue numbers and all 3 have been closed. I went into the local office and I’m waiting to hear from the supervisor to research it and call me.

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Larry Hudkins June 2, 2014 at 2:27 pm

I have had continuous issues with logging into my account, receiving bills and service questions! It has been ongoing since I went back to TimeWarner over four months ago. I have had several people try to fix my problems but they seem not to have the expertise. Writing this comment is a last resort to solve my ongoing issues. You have my email. If I do not hear back on this in 2 business days I will be forced to cancel my services.

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Charles R. Peck III May 30, 2014 at 2:42 pm

I talked with one of your managers (Lee Brown) on March 14, 2014 regarding our anxiety and anguish we suffered in the spring of 2013 due to the following:
* TWC equipment periodically called 911 and we had the Beavercreek, Ohio Police banging on our residence door in the middle of the night.
* TWC eventually (told to us) to the highest levels to find and correct the problem
* TWD re-cabled our entire house 3X and replaced TWC modem 2X before the cals stopped occurring
* The last re-cabling and modem replacement resulted in one of your techs putting his foot through our kitchen ceiling. We then had to deal with this mess and ceiling repair and repainintg for about 3 more months.
* I was told that we would receive customer consideration ($$) for all of this! To date we have received 0$!
* I was fortunate enough to get Lee Brown on the phone 414-908-7815,and he was very sympathetic. Lee , on March 14, 2014, told me He would arrange for TWC to send me a $300 VISA. He gave me this work order number 624900808. He said I would first receive a post card telling me what to do to receive the VISA card. I have NEVER received the post card or the VISA card!!!!!
* I have left NUMEROUS messages on his voicemail—–NEVER returned my calls.
* today, 5-30-2014, I got on your corporate website and called 800-892-4357 and got Tasha, who tried to resolve this for over 1/2 hour on the phone.

Is this the way to assure customer satisfaction and treat your customers??

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Lee Hanagan May 27, 2014 at 11:52 am

I wondered why if im a valued customer, should I be penalized for using a benefit offered. Seems I will loose the current monthly rate for my services if I participate in the Seasonal Vacation program. Why would that be? Wouldn’t you rather get 10 months of full payment than none at all? Just bad business practice.

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Amata woodward May 22, 2014 at 2:16 pm

I have been trying to dispute an issue for two years. Time Warner insist I did not return my cable boxes. Why would I want them? I now have a $700 bill on my credit report. I’ve called, I’ve written and I have e mailed . Nothing and no one has helped! Anyone have any ideas?

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Sadaf Afzali May 21, 2014 at 4:16 pm

Hi. I just recently closed my account with time warner cable after being a loyal customer and having service with them for 4 years cuz I switched to verizon. I called them today on 05/21/14 to pay my last bill. The representative who answered the call,Her name was Linda, employee # e177209 ext. 1461111 at 41-61 Kissena Blvd Flushing Ny 11355 was very professional,helpful, informative and friendly over the phone with me.There was a honest mistake made by a technician and Linda fixed the issue taking her time and double checking everything on my account and explaining everything to me thoroughly and gave me a case # to follow up on. I have read and heard a lot of very bad reviews and complaints about time warner cable, but I haven’t had any bad experiences with time warner cable. Because of Linda and her great customer service, I might reconsider going back with Time warner Cable.Whoever reads this you need more employees like Linda.

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jeffrey snyder May 17, 2014 at 2:29 pm

today they called me about my cable bill..(ON A SATURDAY)..the cable employee said i owed them thirty some bucks..i said i had not seen a cable bill in my mail box lately..he said they had not sent me one..something to do with me paying a little over three months in advance..i am going to cut this short..ITS KIND OF HARD TO PAY A BILL WHEN NO BILL HAS BEEN SENT..I WAS GOING TO PAY THE MONEY I OWED THEM PLUS TWO MORE MONTHS IN ADVANCE but the only credit card i have did not match the last four numbers of the card they said i used for my last payment..i only have one credit card so now flags go off that this is a scam and the person is trying to get my whole credit card number..THE NUMBER SHOULD HAVE BEEN RIGHT IN FRONT OF THEM..NOW A NOTE TO WHOEVER RUNS THIS CHICKEN S*** OUTFIT…NEVER CALL ME BY PHONE WHEN YOU COULD HAVE SENT ME A BILL INSTEAD…I STILL REALLY CANT BELIEVE YOU HAD THEM CALL ME INSTEAD OF SENDING ME A BILL A MONTH AGO..WHEN YOU HEAR MY PHONE CONVERSATION OPEN YOUR DEAD EARS, I WAS CUSSING THE ACCOUNT AND NOT YOUR EMPLOYEE..WHEN I SAID TURN THE MF OFF THATS WHAT I MEANT AND STILL MEAN..THERE WAS NOTHING WRONG WITH THE GUY THAT CALLED ME IT WAS YOU THAT PUT HIM IN A BAD SPOT BECAUSE YOU HAVE MADE SOME WRONG DECISIONS..AND MOTHER F***ER YOU PUT ME IN A BAD SPOT..I DONT WORK WELL WITH PHONES AND MY EMAIL TENDS TO HAVE CUSS WORDS IN THEM..DONT YOU EVER F***ING CALL ME AGAIN…YOU SHOULD HAVE DONE THE NORMAL THING BY SENDING ME A BILL…IS THAT HOW PEOPLE TREAT YOU THAT YOU OWE?..DO THEY LET THE GOD D*** THING GO PAST DUE BECAUSE THEY WILL NOT SEND YOU A BILL AND THEN DARE TO CALL YOU ON THE PHONE HAWKING YOU FOR THE MONEY AND DONT F***ING EMAIL ME EITHER…I AM DONE WITH YOUR A**..YOU MOTHER F***ER

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Michele Moll May 13, 2014 at 10:54 pm

I’ve been calling to get an outside orange cable,that is stretched across by driveway and grass since November, 2013, buried. I’ve been calling since the beginning of April and have been told that it was scheduled to be done, HOWEVER, NOTHING HAS BEEN DONE!!!!!!!!! I’ve spoken with at least 10 staff thru the month and half. I’ve even been given two case numbers #18180230 & #18271660 to resolve the issue, along with a $30 per day credit (so far $90) but should be and additional $160 by now and have not had a call back or any contact. I’m stuck because there is no other cable company in my area.
I WOULD DROP THEM IN A HEARTBEAT. THEY DON’T SEEM TO CARE ABOUT CUSTOMERT SERVICE!!!!!!!!!!!!!!!!!!!!!

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Charlene Gregor May 12, 2014 at 1:47 am

Saturday morning May 3rd, 2014, I had MICE in my house. I called TWC right away on Sunday, and they said it would take 24 hours. I called on Sunday/Monday to see when a tech would be coming. Didn’t get any phone call at all. Then on Wednesday 5-7-14, I called again, and was told 72 hours from then. I already had 72 hours in… And now it is *Mothers Day* and it was scheduled on Thursday for today. So, I got up early, and WAITED. At 1:30pm, I called to see what EXCUSE TWC had for me today. Ans. No one was SCHEDULED, and she would contact *Orlando* .. Now, I have been WAITING for 10 days already, and it will take another day for *Orlando* IF he has the time. Well, TWC would disconnect anyone if they were given the run around why their bill wasn’t PAID. I have been with TWC for 25 years and NEVER EVER got anything FREE. Now, with this *MICE* issue, all *Orlando* has to do is check to see if the HOLE in the living floor has been chewed up, IF they even plugged it up after drilling in the floor, and then in the computer room, they drilled a hole on the south wall, to the outside. Those mice are coming in here from something that is too easy to enter. I have lived here for 35 years and NEVER had such IRRESPONSIBLE people to deal with. If this would of been a CEO, TWC would of had it CHECKED OUT the same day. Hey, without customers, TWC would lose their business. Most folks that I talk to when paying the bill each month are NOT happy with TWC at all. If it isn’t a HD box, it is a REMOTE…and if the technicians like *Orlando* are that busy, then they sure must be doing alot of this that are NOT up to PARR. I shouldn’t have to be WAITING for 10 days to have 2 HOLES checked that TWC drilled in my residence.

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sena May 8, 2014 at 7:56 pm

Since TWC took over Insight (In August of 2011) I am having problems with my internet, cable and phone service. As an Insight customer I was paying $60 for 50 megabits internet, but when TWC took over they downgraded me (without telling me) to 20 megabits per second. Until today, May 7, 2014, I did not know that my internet speed was 20 megabits (technician had to come in and tell me that-others who came before him never mentioned it). TWC offered me $75 for inconvenience (never mentioning money that they stole -about $20 per month-from me for more than 40 months). When I asked to disconnect the services they kept sending me from one department to the other trying to convince me to stay with me and ignoring everything that I said. The TV channels keep disappearing and showing up under different channel number. I keep loosing my land line phone service…. TWC–IT IS TIME THAT YOU TAKE RESPONSIBILITY FOR YOUR ACTIONS–and by the way this is not yelling or screaming, this is just so you can see better what your should do to keep your customers. Stealing is never a solution for good business! I will go to social media with copy of my monthly bills and the actual internet speed to warn others about your practices.

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Charlene May 13, 2014 at 12:18 pm

Well, it is much CHEAPER to offer you $75 than to pay you what is due! $800 for those 40 months.. They act like they are doing you a favor, and you are PAYING them for the product, and not getting it…and Coach Cowher says that TWC is there for us.. Sure are, to RIP you OFF. You need to make it NATIONALLY known. Just posting here doesn’t really accomplish anything. It is just a place to VENT your problems. The only way TWC will take notice, if it goes VIRAL, or you get your local t.v. stations to make it known… Their service people will REFUSE you if you ask them to do something that is important to you, because they don’t care. They are camoflaging their jobs, and the CEO’S don’t even know what most of the franchise is doing. They are only concerned with the MONEY and not the QUALITY of TWC.

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Frank Corrao May 6, 2014 at 11:07 am

One occasion I was told customer approval was their top concern…..OH YEA……the problem has started May 29, 2014, when I purchased a cell phone and called the provider to change my service from Time Warner to theirs, Strait Talk, no problem they took all the info and began the process. I was told it should take from 2 hours to 2 days, 2 days later I received the call, the account number for Time Warner is incorrect, gave them the same account number to be attempted again (it was correct the first time)….2 days later another call the account number for Time Warner is not correct. At that point I called Time Warner, confirmed the phone number, the representative did not know why the process could not be handled, asked to speak to someone else, who was a specialist, who confirmed the account number then took up a lot of my time telling me how it would cost more to remove the phone, at that point I just said do I need to drop Time Warner all together. guess what the price came back down but she did not know why the process could not be completed. Just call Strait talk and have them request the change again, so be it. Called strait talk to change the phone again, 2 days later notified that the Time Warner account number is incorrect, had Strait Talk call Time Warner was told the account number was correct, just start the process again, 2 days later another call the account number is incorrect.
as of May 6 we are still attempting to change the phone, TIME WARNER IS A HUGH PROBLEM. Comcast made a big mistake. If this continues the CEO’s need to share to fired!!!!!

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Kathy Horn May 3, 2014 at 9:52 pm

March 30, 2014
(They told me to send letter to the person on this letter, she never responded)

Deborah Picciolo
Time Warner Cable
9260 Topanga Canyon Blvd
Chatsworth, CA 91311

Re: Time Warner – Kathy Horn – Account #8448-41085-0154521 – Code – 4584

Dear Ms. Picciolo:

I want to start by sharing with you that I have been a loyal Time Warner customer for many years and I felt that this situation should be brought to your attention. This letter is very difficult for me to write because it was such a hurtful experience and I hate to be re-living it again. With the many different answers I have gotten every time I speak to a different employee I am not even sure if even I have reached the correct person to speak to. Please forward this to who that may be to get this resolved.

I have attached a timeline on what happen and you will see that no human being should go through this kind of treatment. I hope you go through the recording to see how many times I ask each person the same questions in order to make sure it’s what I agreed on and it always changes. I use to have a tanning salon for 14 years and if one of my employees quoted the wrong price I would still honor it. Your word is your honor. Please make this good.

Thank you in advance for all you efforts and I look forward to hearing from you.

Respectfully,
Kathy J. Horn

/KH
Attachment

Kathy Horn Page 1
Time Warner
Account 8448-41085-0154521 –
Code – 4584
(Please play the recording on all these)

3/24/2014 Monday – 9:53am – Called Time Warner 1st call
Employee Name: Ann or Vivian (you would know)
1st misleading and not true found out.

I called because I got a note in the mail with my monthly bill stating
“New Monthly prices effective on your next bill”
Was not sure why I received that because my package was grandfathered in.
My monthly bills were around $146.07. You can pull up my package I have had.
Ann tells me she could get me down to $126.00. I asked her about 3 times is that grandfathered in and she said it was indefinite and yes it is grandfathered in.

Her first answer was $120.00
Second answer was $126.00
I said but you agreed to $120.00
She said because of the modem. I said I never paid for a modem before.
Anyway I agreed only if it was grandfathered in. Again she said yes it is.

After a day I find out I am missing channels. So I decide to call in and find out what happen.

Agreed on the following if Grandfathered in and same package:

$99.00 @ month (same package)
$11.00 Tax
$10.00 Box
$ 6.00 Modem
$126.00 Total

3/27/2014 Thursday – PM – Called Time Warner 2nd call
Employee Name: Marcus ID- MOB

Marcus explained to me that it is not grandfathered in and I do not have:

• Movie Pass
• Variety Plus

I asked to speak to a supervisor. He said they are not in, but he will have them return my call and was ready to hang up. I said when will they be calling me back to night tomorrow when? He said, “oh he will not call you back tell Monday, he’s going out of town. I said, and if I didn’t ask you that you would have made me wait tell Monday or whenever. That is not right. May I speak to someone else, he said there was no one else everyone is gone. Needless to say I was speechless. I hung up and called again.

3/27/2014 Thursday – PM – Called Time Warner 3rd call Page 2
Employee Name: Frank ID- MJH

I explained my frustration to Frank. He was very understanding and pleasant but said they do not have grandfathered packages anymore and there is no code for that. He said he could give me the following:

The same package with Movie Pass and Variety Plus added back in for:
$121.47
$126.49 with taxes – Grand Total on my bill

I asked to speak to his supervisor to find out why I am not grandfathered in and also to make sure that Frank was giving me the correct quote because of what I went through I did not want any more surprises. The next is the nightmare of all.\

3/27/2014 Thursday – PM – Called Time Warner 4th call
Employee Name: Mike ID- B2E

I expressed to Mike what had happen and told him Frank was really nice but I want to make sure this is the price with no surprises and if I have it grandfathered in. He said no I cannot have it grandfathered in and no the price is not $126.49 it’s 128.00 without taxes. I said no that is not right let me talk to Frank again. Mike got very loud and mad and he said no I will not let you talk to Frank and that now I’m going to charge you $136.00 without taxes and also its only going to be for 6 months. I said I am the customer and you should never be like that to customers. He said he just got a message from Frank and the price is $128.00 without taxes. I told Mike I do not agree with this and I want to know how to get a hold of corporate. He told me hesitating and he said to go to the website under contact. He said he will be having a talk with his employees and they will be written up. I said they should not get in trouble, but I should not be treated like this and have different prices all the time I call. Many things were said but prices should not change like this. Every employee tells me their prices are the correct ones and the other employee doesn’t know what they are talking about and they are wrong.

I hung up and was so shocked, in all my years of dealing in business have I have been treated like this. Please if you could play back the tapes and put yourself in my shoes and see if this is how you treat customers. This is not a collection agency and I am loyal and pay my bill and foremost I am the customer.


3/27/2014 Thursday – PM – Called Time Warner again 5th call Page 3
Employee Name: Dawn ID- AI7

Dawn was very nice and said that she will note the treatment and I should not been treated like that. She gave me your address to write to you.

She gave me the following:
She said I have a $11.00 credit. $7.00 discount. $12.99 removed $7.00 removed.

$116.48 For my original package
$124.89 Total with Taxes that should be on bill every month

She said it’s $124.89 For 6 months
$131.89 For next 6 months (Total 12 month locked in price)
Because $7.00 will be added back on.

She tried to see if the customer solutions employees were still in but said they leave at 8:00pm to call tomorrow and try to get grandfathered in since I was originally and they mislead me. She said they will give me a “Price Lock Guarantee” and I said will they Grandfather me in since I have been a loyal customer all these years and I have not gone to Direct TV and I was mislead by 1st employee. She said yes.

3/28/2014 Friday – PM – Called Time Warner again 6th call
Employee Name: Mario then Omar (price-lock guarantee department)

Omar tells me now that it is not $124.89. It is the following:

$131.89
$139.92 Starting October

He also said there is no Grandfathered package, but you did have one before not any longer. He must have read Mike’s notes and went with what Mike wrote. Does Mike treat everyone like this? And I was left with the last conversation being a lie again. Against what Dawn had given me.

I did not agree to this and I feel at this point … I am at a loss of words.

I appreciate you taking the time and seeing for yourself what I have gone through. I trust you will know how to handle this. Please let me know what you can do for me at this point. I am so exhausted and this was all not necessary.

I hope you can mend this relationship with myself and Time Warner and show me that employees like this are not a reflection of what Time Warner represents.
I look forward to hearing your solution and giving me back my Grandfathered package. Thank you. God Bless.

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Dan's Discount May 2, 2014 at 9:28 am

Our store depends on Time Warner Cable and when it goes down so do we, I’m on my second day of NO TIME WARNER WHY????????????????
We where promised to have a service person to come out on 05/01/2014 and so far on 05/02/2014 still NO SHOW WHY??????????????
Can anyone with TIME WARNER explain why we have had so much trouble with are system?
We had phone thru TIME WARNER and that was a Flop had to switch to Windstream, I would hope every location would be held accountable for poor customer service.
We can all go the EXTRA MILE but can TIME WARNER go the SECOND MILE to satisfy it’s customers………

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Ruth Grunberg April 28, 2014 at 7:26 pm

You have still not issued a $3.99 credit for a movie that was supposedly a gift. The “gift” codes were sent in Dec. I have spoken to people 4 different times and this is still not done. You are the worst corporation in the world. You are running a bait and switch operation. You will be hearing from my lawyer and every elected official in my area. This is outrageous.

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Adrain Williasm April 28, 2014 at 3:29 pm

I am a brand new customer of time warner, and this has been one of the WORST experiences I have EVER encountered in my life. I am a HUGE Customer Service Advocate and being that I work in a call center in Quality/Training I expect to be provided Outstanding Quality as well. Let me get into the reason why time warner has been a complete nightmare in the past 3 days. On Thursday 4/24/14 I decided to sign up with Time Warner being that my old provider DTV doesn’t have a strong signal in my area. I set up my service online and paid my deposit with no hesitation.
I was given the option to either pick up my equipment to complete a “do it yourself setup”, Mail my equipment or to schedule a technician to come out and install my equipment. Well, being that I am tech savvy I chose to do the “self-set up”. From the time I went to pick up my equipment everything started going downhill from there. I went to pick up my equipment and rep behind the counter provided me with two bags, and said both of your receivers, remotes and internet modem are all in the bag. Well I get home to find out that I don’t have ANY remotes; I guess they expected me to just turn the channels with my imagination.
Anyway, I start to set up my equipment and my find out channels are not working or showing up, I called time warner and spoke with a representative by the name of Jackie ID number IE4, she informs me that even though I picked my equipment up from the store I still have to have a technician come out to my home and do activate the tap to make my services work. Now the puzzling piece to me is “why would you offer a customer to come pick up their equipment and set up the services themselves when a technician still has to come out. If that was the case 1) it should have been told as courtesy when the customer choose that option and 2) just simply not give that as an option and do like other companies and just send a technician to complete the install. Well Jackie goes on to tell me that she scheduled me for Friday 4/25/14 from 8-11AM and that nobody has to be home because the technician will just be working on the outside, okay that’s fine I took off that day anyway so if he needs to come in someone will be there.
Now Jackie couldn’t explain to me why I was told to pick up my equipment when I still would need a technician to come out to my home, so I asked for a supervisor and that’s when I speak with John ID number B68 and he tries to sell me a story that it offered so that I won’t be charged $30 dollars for the technician to bring the equipment. I got so frustrated I just said whatever, the damage is done now I will just have to wait until Friday for the technician to come and I asked the “supervisor” John to tell me again what date and time I’m scheduled for, he goes on to tell me the same as Jackie that I am scheduled for “tomorrow “Friday 4/25/2014 from 8-11AM. Well this is when the story gets better (inserts sarcasm)….. Friday comes and I make sure all my boxes are connected so that when the tech does come and does whatever to the “tap” I can acknowledge that my services are working. Well, 10:50 comes around and I still don’t have my services, now I know that my window is from 8-11am and I do know that some technicians can and will run into some issues at a previous job that could cause I delay, so I call time warner just to get a better ETA and the automated system ask for my telephone number.
The automated system goes through its spill about it locating account information and tells me that “ I’m scheduled for an appointment today from 8am-11PM. WTH…I thought I was hearing stuff so I hung up and called back to make sure I wasn’t hearing stuff and just as I heard before my appointment was scheduled from 8AM-11PM. Who in their right mind schedules a window timeframe of 14 hours? So I requested to speak with a live representative. I am now speaking with an agent- Diana Id number HSW. Well she goes and tells me yes the timeframe is correct but again I don’t have to be home and the technician will just be outside and it could only be 5 minutes and she couldn’t give me a definite ETA.
I said okay, well I tell you what, I’m going to call every hour just so that Time Warner can feel my pain of having to wait for 14 hours to have my services working. Well time passes by and 4:30PM rolls around and guess what….STILL NO SERVICES. So I call back and speak with representative Roberto…and I was so frustrated at this time I started to get agitated by him and I ask to speak with a supervisor and he is basically denying me of speaking with a supervisor because he just kept talking and trying to explain the 14 hour window and how they don’t know exactly where the tech is and so on, I just hung up the phone. 6PM rolls around and I now I’m PISSED, because the call center that I work at is an installation company so I know the in’s and out’s on when and how late the technicians go out. The technician apparently still hasn’t show because my services are not working.
I call and the rep says yes you are still scheduled for today from 8-11PM. I asked the representative do they really send technicians out to customer’s home at 10 and 11pm and night, she said yes we do. I said well I guess I’ll keep calling every hour until my services are cut on. Well 7:30 PM rolls around and I’m like okay this is it……there is no technician coming out to my home. Well I get an agent by the name of Darinka ID number ZBN, she tells me that she is going to place me on hold and activate my services….. I’m like REALLY…. whatever okay. Well I’m sitting on hold for LITERALLY 50 Minutes….50 FREAKING MINUTES, she has not come back to the line to say I’m still working on it, I might have to transfer to you someone else….NOTHING.
Well while I’m sitting on hold I use another phone and calls time warner to get an agent and I let my husband talk to them while I still sit on hold. Well the phone rings and I hear “thank you for calling Time Warner this is John ID number B68 and at this moment I’m confused, well he goes to ask me what’s the issue so I have to go thru the story again with him, well I’m told by him that I’m still scheduled and I have to wait until 11pm to call back and question about my services or reschedule….I asked to speak with a supervisor. I get to speak with one of the WORST ‘SO CALLED” supervisors on the floor by the name of Chris, and at this time I’m just going to make this long NIGHTMARE close to ending because I’m getting a migraine just thinking about this whole issue all over again. Well he tells me that they have special technicians that go out until 11PM but they have been scheduled weeks in advance so they can’t just push and force someone to my house, long story short he finally scheduled me for Saturday from 10-12PM this is when I meet probably the ONLY person that has been helpful to me was a subcontracted tech from Ash communications, he called and I told him that we weren’t going to be home until around 4-430 he said okay well I will call and make you my last appointment for the day. Well Carlos came out and went outside to the “tap line” and was out there literally 2 minutes before my services started working, well guess what time warner has to tag the tap line to show when the last person was out and GUESS WHAT, a technician NEVER came out to my home on Friday like I stated so, I was lied to by EVERY representative that I spoke with via phone from TWC.
Carlos made sure that before he left our house that everything was functioning properly; I was and am SO THANKFUL for encountering with someone like Carlos. HE DESERVES nothing but 10’s all around and I really appreciate him for that. Well today I received a call from a lady Annette from corporate and she was helpful as well and informed me to keep her number and that if I have any issues to give her a call. This experience ran my blood pressure up and gave me one of the worst migraines. For me to be a first time customer this was a complete nightmare. I hope customers in the future don’t have to go thru the hell that I went thru the past few days. Note to time warner make sure your agents are providing accurate information and at least attempting to exceed customer expectations. This complaint is going on EVERY Time Warner page that allows me to leave a comment.

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Eboni Washington April 26, 2014 at 1:44 pm

I switched over to TWC on October 5, 2013. Since this date I have had several issues with this company. I started out as a Preferred Customer with a high monthly bill. I had issues with the Technicians stating they came out to do work when they didn’t. I had issues with billing, service in this area, and let’s not forget the poor customer service. But as a loyal customer I stayed on, paid my bills, and prayed it will get better. As of today April 26, 2014 now 12:40pm I am once again dissatisfied with Time Warner Cable. Back in November your company started offering,” A new holiday promotion that was supposed to give customers a Samsung Galaxy Tablet or Note with Selected Package Subscriptions and Service Upgrades. And let’s not forget the hidden fine lines.” At that time during my current issues I called in and switched over my package to the Signature Home Premium. I was told to download a copy of my bill from the company I was with before time warner, which I did. I then had to wait for my redemption code to come in the mail. Unfortunately, the one that came was for a Visa gift card that as of this day I did not receive either. This is something I had to call into the office about which was supposed to have been fixed. As time went on I called into the many different offices, and spoke with many different Customer Service Reps and Supervisor who ensured me that the account was updated for me to receive the Samsung Galaxy Note 8.0 not the Visa Gift Card; also that my account was still in good standing, and that I should be receiving the Samsung Galaxy Note 8.0 by several different dates that have all passed as of today. All these conversations I have noted, and even a voicemail from a rep stating as such. As a customer we expect excellent service when dealing with major companies. We expect the companies to stand by their word and we expect someone higher than the reps and supervisors to address these situations when they have not been addressed accordingly. I am dissatisfied with the service I have received so far and I want it to be noted as a customer; I will walk away for good if this matter is not resolved after all the money my household has paid out. But first getting the word out!!!

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brian fleck April 26, 2014 at 10:59 am

I also have another twc classic to be expected. We had twc for 3 years and are moving to a home where they can’t do the service. We set up a disco for move out on the 30th and wake up to ALL equipment turned off. This 5 days before turn off day. We call to resolve the problem to get the people that can’t fix the issue you know them the pencil pushing ones that have no idea about cable (customer service and their superviser). If we set up a transfer and where still lining the pockets would this be different??? There answer is after the disco order is closed out we can connect our serservices. …… this would be after we moved out lol this is the way they work. TWC you guys run an awesome company thanks for the help.

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brad April 25, 2014 at 12:16 pm

Pass this along to your president or executive in charge of your customer service division.

I called your customer service department last week about the date of 4/14 or 4/15 to order a converter box for HD channels for my TV that is on basic cable. Once again I got a call center in (see the rest below)

Reply

brad April 25, 2014 at 12:14 pm

center in Manila Philippines and once again the rep took the order and did nothing. No order was processed. No box was shipped and absolutely nothing was done. For the record this is the second time I have placed an order through your foreign call center and the person who answered the phone did nothing and never processed the order. If a person is paid to answer the phone and handle customer requests then this person should be paid to actually DO THEIR JOB! At the the end of the day it is the customer that is negatively affected by incompetence and lack of accountability. I am thrilled that Time Warner is saving on labor costs by hiring cheap labor provided by Manila call centers. You get what you pay for which is half assed performance. Customers drive your business and you may want to consider that for the first time because Time Warner obviously does not realize this.

After my order never arrived I called customer service again yesterday 4/24 all on my valuable time. The woman took the call and was totally out of touch with how to navigate through various computer screens to research if my order had been processed or not. She slapped me on hold several times as she put it “I am checking on your order now” and then finally came back on the line and proceeded to try and sell me one of your new bundled packages that would have increased my bill by about $60 per month. Unacceptable! She was also incompetent and did not have the ability to listen to a simple customer request and check on an order for me. As she rambled on about her sales pitch I disconnected the call. It was unbearable. I then called your executive office who passed my simple request to you your customer relations department. I left a specific business phone number for them to reach me on but when I arrived home from work there was a message on my home machine. I now had to place a 3rd call to Time Warner for a simple request of trying to determine if my order was actually processed. In total it took 4 phone calls to Time Warner Cable and much too much of my valuable time to expedite a simple request of ordering a cable box. 4 phone calls?? Really?? I should calculate all of my personal time it took during my 4 phone calls where I had to deal with your system prompts, sitting on hold wasting time on conversations that should have never taken place and send Time Warner a bill for my time. You pay staff to do nothing and you pay me nothing for rectifying your staffs incompetence.Time Warner is really good at sending you a bill and collecting money but could care less about one call resolution and quality customer service. I am stuck in a cable monopoly and not happy about it. If it were up to me you would have been dropped years ago! You stink. You have lost all personal touch with your customers and your greedy!

Brad 845-457-XXXX (research my account and see the nonsense I went through)

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Marilyn Pelfrey April 21, 2014 at 4:48 pm

I do not have much faith that this email will be read but, here goes. The service provided by Time Warner is non existent. I have been on the phone all day trying to find out when the repairman was going to arrive for my 1:00 appointment which was made 6 days ago. At 4:30, I finally reached someone who said no service order was written and they would be out next Friday at the earliest. This is not the first time this has happened. I guess when you are a monopoly, you can get by treating customers this way. I tried to find the address of the corporate offices and was told even the North Carolina office did not have that. It is nearly impossible to speak with a representative and if you call at night, after waiting 15-20 minutes, they hang up on you. A lot of people are getting paid for jobs they are not doing. Such a shame …..wish I had another choice.

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Dorothy Daniels April 18, 2014 at 9:47 pm

The package that I purchased from Time Warner included a tablet (Ipad). I was not told that I had to register online in order recieve the ipad. I called to inquire why I did not recieve the ipad, and I was told the registration was closed and it was too late. I tried to explain to the representative (Crystal), that I was never told about registration and never received a card with a redemption code. Crystal told me to call, 330-433-4259. I called that number and was told by (Chris) that they didn’t handle this type of situation and I needed to call, and to call Crystal back. So I asked for a supervisor who told me they would send the people who handles the redemptions an email about my situation and they would call me in a week. I still haven’t heard anything from anyone and I’m really upset about this. I was given my redemption code by Chris ,and the supervisor gave me a ticket number. I really like the services provided by Time Warner, but your customer is absolutely horrible. Please look into this, I would really like my ipad. If not then I will not continue my service with youl

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Sabrina Rico April 17, 2014 at 6:15 pm

Dear Time Warner,
Your company is money hungry and Greedy. how do you expect any to afford to have any type of cable, internet or phone? Every time I get a bill I have a Monthly partial payment because I removed a serviced. Are you freaking kidding me? Are you serious? I’m tired of dealing with your greed and not respecting those that barely get by and need certain services. I will with all my power take this national. Your customer service is not that great and no one seems to help. Your systems keep going down and never get I never give a response on status’s. DISH NETWORK & DIRECTV have way better rates and attend to there customers. I will not put up with this and I’m sure no one else will. GOD is good GOD is Great and he will be on my side every step of the way!!!!

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Lynn April 13, 2014 at 10:53 pm

I’m so fed up with TWC. I received a letter in the mail a couple of weeks ago that stated TWC was working hard to keep rates low for customers but unfortunately costs were going up so they had to raise rates. The COO Robert D. Marcus makes over $3M a year!!!!!! Usually you get paid for performance…They have sh&#ty customer service, the cable goes out frequently and they price goug!!!! It’s unbelievable that he makes that this company makes this much money – RDM making over $3M a year and he has the audacity to say, “I’m sorry, too bad for you little minions who make beans, but I have to raise rates.” LOWER YOUR D$@m salary you ….. This is so frustrating. And now they are merging with Comcast…do you really think with LESS competition that rates will stay this way….NO! They will continue to raise rates, continue to line they’re pockets, all the while no giving a d____ about us. Just as soon as another cable provider can get to my area I WILL drop TWC. I cut cable last year because they added Al Jazeera America. But I still have to pay for phone, cable modem and internet. And they are finding every way possible to get more out of me.

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Zachary C April 10, 2014 at 2:42 pm

seems to me i have tried for a week getting nothing but a run around after (owing a bill of $221.73) then moved and then a year half later moved back in with my parents. thus they could not let me get it re connected to the place i am due to this bill. so i would like to know how i was able to even to get it turned on. so i havent used my service since i paid the bill and came across this. so i get sent to every person that works for time warner cable. i would like to know why they are going to not let me have it here but yet give me the month bill i paid and did not use but use some of the money to have them shut it off?? i would always like to know why when people do not do their job its okay nothing happens to them but think they can over talk me as a customer and not listen. do to their mess they want me to pay $73 today to start it over at my parents. but yet the guy below her said i would have to pay $123.00 to be able to do this. then he sends me to wrong places to get it taken care of they send me to the right place. then have it frozen to where she cant. then i was told to take the box back i did and then they couldn’t even take it to the account to be frozen??? and since the 7th of april i have been putting up with lies and people not doing their job right??? then finally get it shut off so im not charged but yet when i have the money they want to charge me again to have it hooked up here again?? i look at it this way how about i charge them for every time i come back as a customer???? i don’t think they would like that do you??. im sick and tired of they way they act. acting like we the customer do not matter?? there has only been a couple of people in the system i have talked to that care about the customer. also how would they like to do this to a customer who would do a law suit?? i think they would laugh but its not laughing matter. im paying money to have a service old bill or not where in the job is it to send people all over the place to try and keep their money?? that it theft no matter what way you look at it. i would love to be able to talk to the CEO of this company and give him advice on how to run this company or would love to see them on undercover boss!!!. but i think they mess with people like they have with me who needs the internet to apply for work?? and i would love to see a law suit start on them and everyone wronged be paid for this. cause there is no reason why we the customer should have to put up with being lied to. (such as the lies of oh theres nothing we can do but really there is. then another oh theres no freeze on the account anymore then go to get it moved to my home bam pops up with trouble of doing it til i got risk managments boss. who finally got it shut off but yet im not getting my full amount of my bill cause they will be using it to shut it off.) now someone please start this law suit im sure many of us would be jumping abored. oh by the way this isnt all the lies i was told when getting it on i was told billing would contact me to to get it taken care of. no call no nothing oh and said they sent a letter out that i have never gotten at all so you tell me where this is legal an anyway shape or form????

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Gary Asti April 7, 2014 at 8:05 pm

Oh yeah People another lie you will get from TWC junk is the visa of master card cad for 300 to 500 !!!! You will never get it!!!! Don’t ask don’t question.

Wow 4 page of complaints and nothing resolved on any. Only 1 fair comment.

lousey sorry trashy customer service like this will never change for the good only the worse

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Gary Asti April 7, 2014 at 7:55 pm

Lousey s***ty exceptionally bad service. over chared me two month in a row for double the cost. Now bill averaging 35.00 a month higher. Have been hung up on so many times lost count. Lied too as many times. Lady (riding her broom) called and I said in doctor appointment and she state I will call you back at one calif time. Still out riding her broom cause have not her from her in over three weeks. Have trie to file complaints and get hung up on so fast its unbelievable. Incompetent, dense dumb stupid inbred ignorant people which have no idea which end is up. Free movies??? been charged for each and every on I was told to be free.
Be so glad when this company finally fold s up and blows away like rotten dust. Gonna do all I can verbally to help this company go down and laugh as the doors close. Companies like this remind me of the idiot obang ya obuttya oscrewya Obama——- gotta go . flush the toilet and laugh as it goes. everyone should boycott this lousey company till its gone

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sara April 7, 2014 at 9:56 am

I was set to get cable April 5, 2014. No one shows up so i start calling.Ii get transferred many times. Everyone acts like they cant help. Then they tell me they will contact dispatch and have someone give me a call. No one ever calls me. I call multipal times to Time Warner and still no one helps me. Now today is Monday the 7th and i am still calling and getting no where. They tell me i have to wait till the 14 to get hooked up. I said fine i want my first month free for all the trouble i have been through. They got rude and said they cant do that. The girl i spoke with was very rude. That is the fastest way to loose a customer. Now i am calling the corporate office to try and get something done.

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Kenneth C Meyer April 4, 2014 at 4:21 pm

THis is a lonnnggg story so I’ll try to makeit short.
I paid twc 415.50 on a wednesday they stole 400.50 on a friday (no authorization)
I called (, 4 reps 1 supervisor and an hour later ) NOTHING!
I went to my bank ( They have the same IQ.) after an hour twc replaced the money
and the bank manager dropped the fees.
Next friday twc stole 400.50 again. (3 reps 2 supervisor 2 hours later) they still can’t figure it out. On monday they replaced the money,but not their 30.00 fee or the NSF fee.(37.50)
I wrote a letter to the man in VA. just like they told me to,Have not heeard a thing.
The very next friday(you guessed it) ,They stole another 400.50!! I’m pissed !
To say the least I’m mlffed?
Well my wife got on the phone,I couldn’t talk anymore,She talked to people in Illinoise,
Virginia and finnally to NEW York (Did you Know all of their last names was Smith and not a one of them had an extension number for their phones) This isn’t over yet…..
we’re waiting for a return call! Ha! HA!
I’m tired I can’t go on, I’ll let you Know Kenny (somewhere around Cincinnati)
(kennethc.mXXXX@gmail.com)

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SFC Olivarez (ret) April 1, 2014 at 7:34 pm

Good day Sir or Maam

Below you will find the correspondence between myself and the construction department of TWC in Austin. I admit I was a little frustrated when I wrote it, a lot, but is there some way you could justify this amount.

Question

So can I charge those that tap into that line once it in place or will TWC charge them thousands too?

How can you justify that amount? Is it really $ 7 a foot. You are not trying to win any hearts and minds.

What do you think main stream media would say about this situation “Disabled Combat army veteran charged 36K to watch TV by TWC” sounds like a great commercial for somebody.

These are question I would ask myself.

I am determined to take this as high as possible.

Frank Olivarez

US Army Special Forces (Ret)

Deo adjuvante non timendum

On Apr 1, 2014, at 9:50 AM, “Gutierrez, Charlie” wrote:

Frank,

It will cost $36,000 to build.

From: Navejas, Pete
Sent: Tuesday, April 01, 2014 8:41 AM
To: Gutierrez, Charlie
Subject: RE: 1175 FM 1966

Yes sir

From: Gutierrez, Charlie
Sent: Tuesday, April 01, 2014 8:39 AM
To: Navejas, Pete
Subject: RE: 1175 FM 1966

Does he need to come up with all of it?

From: Navejas, Pete
Sent: Tuesday, April 01, 2014 8:32 AM
To: Gutierrez, Charlie
Subject: RE: 1175 FM 1966

Charlie if he call you again is 36,000.00 to build

From: Gutierrez, Charlie
Sent: Monday, March 24, 2014 7:41 AM
To: Navejas, Pete
Subject: FW: 1175 FM 1966

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willie wallace March 27, 2014 at 4:35 pm

I GOT THE ALARM WITH TIME WARNER THEY STARTED OVERCHARGING ME SO THEY BROKE THECONTRACT I DO NOT OWE THEM 401.66. PLEASE SEE ABOUT THAT. WILLIE WALLACE XXXX-S-26 WACO TEX 254-498-XXXX. WHEN YOU CURRECT THE PROBLEM CALL ME AT THIS NUMBER 254229XXXX

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Vincent Toms March 26, 2014 at 12:05 am

I left AT&T for TWC some five months ago, and to my dismay I’ve had nothing but trouble. The cable has a problem with intermittently going out. I’ve had to stay at home waiting for four different appointments, one of which the technician was a NO CALL NO SHOW. I have had representatives make promises to escalate, but as of yet seen NO attempt at doing so. I know am still being charged for services that are substandard, and after going through all of this, Id NEVER recommend this company to anyone!

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Cheryl March 25, 2014 at 6:07 pm

Since switching to TWC I have had nothing but problem after problem starting with the promotions and rates…to tech problems..to billing and customer service….I tried to resolve an issue that was not my fault and was told “sorry there is nothing we can do, when I asked about a corporate office I was told you have to look that up on your own! Why?…The problem came from a communication gap from a representative however I am being held resposible for it…….I really need this problem to get resolved

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Robert March 20, 2014 at 7:33 pm

I gave up my direct tv for twc. I will be returning to direct tv as soon as I can. My direct tv recorder held a lot more data than twc dvr. While I do ,Ike the twc app I am having a problem with the cnn app on my ipad. There must be a least 75 providers that can unlock live streaming from the cnn app, but time warner cable is not one of the. This stuff makes no sense at all. I can get cnn on my tv, since I have paid for it, and I can get it on my twc app, which I would think is streaming, but cannot get cnn streaming through their own app, because time warner cable blocks it. I am so looking forward to the day when apple negotiates with all major players to allow their shows to be on Apple TV, thereby totally eliminating the middlemen like time warner cable. Time warner cable is one of the greediest cable providers in the USA. Look at the money the are making and what you get for it…. A blocked cnn. Also, all of the Disney Chanel’s on my Apple TV are also blocked by time warner cable. Direct tv allows cnn and Disney to be streamed. Can’t wait to return to direct tv!

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Frank Alexander March 19, 2014 at 9:35 pm

“This is a helluva thing… I live in Florida. My cousin lives in Cornwall, NY. and doesn’t drive. Her elderly husband recently went into a nursing facility. She was expecting a repairman to arrive at her home today. She had a confirmation number but when she called TWC, she was told the technician didn’t have a work order. Hence the reason of him not showing up. They told her to call tomorrow and make another appointment. Is this how you handle your customers? Shame on TWC!!!”

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Miss. Taylor March 18, 2014 at 10:38 pm

I think that Time Warner is really taking advantage of people, when they are purchasing Security Equipment. On the site, it states that the 1 touchscreen is basic equipment in ever package. but as soon as you end the monitoring then they want to take the touch screen. Which then cause the system to no longer work even though it’s not being monitored! So that would mean that I paid 399 for the a few plastic items, that won’t even work now. Unless I get a different security system, with another Security company who would offers different Items. This is false advertisement and I would like it if someone would contact me back about this, b/c I do plan to report this to the BBB. This is not fair to any customer. So I’ve now paid for equipment that I can no longer use, unless I get another security company that is not right. Then when I call customer service and ask them if I can cancel she says yes, but it will cost you 269. So in total I would’ve paid almost 600 for equipment that I can’t use.

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Mrs P Goodman March 12, 2014 at 6:34 pm

I have made 9 phone calls within 4 days, made two trips to the cable store and my issue is still not resolved completely. I have spoken to a dozen different people, was told a repair man would come to my home today between 4-5 pm but he never showed up. WHen I called again today they said I was not on the schedule.

If I don’t hear from someone from this office tomorrow, March 13th by noon, I will be contacting the local newspaper to see if they will do an “investigative report’ about my situation and the lousy service and increase in prices with TWC.

My number is (919) 522-XXXX and I expect a call from 9 am to Noon on the 13th.

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S Sko March 10, 2014 at 11:07 pm

I can’t even begin to express my frustration & disappointment with TWC. I’ve accepted that in the 25 years my family & I have been customers that prices will increase, however, each time I’ve called with questions & concerns there were people willing to help or accommodate me with my issues. Today I received the complete opposite. With, not surprisingly, another increase in my bill I called for at least some sort of satisfaction & recieved NONE. First, After spending 20 min on the phone w Ryan, who was willing to work with me & atleast offer something I was put on hold for 10 min & then cut off. I called back & spoke with Tyler, agent ID #CZ1, who was more than willing to cancel my package deal, which I did do with my HBO/Cinemax package, then offer any sort of alternative. Not even an offer to keep, at the very least, one of the channels at a standard price. I asked to speak to a supervisor & he eventually transferred me to Rob, Agent ID RC8. Rob was a courteous individual but again, was told there was no new package available or offered any standard deals. As I mentioned before my family & I have been customers for 25 years & have spoken to many representatives & this was the first time I have felt that my business went unappreciated. No credit, coupon, offer to upgrade, keep my channels, etc,.. nothing. Like I said, Tyler was more than willing to cancel my package & would have my service without any hesitation. I’ve cut loose my HBO & am looking for an alternative for a cable provider as well as there are many options & have been told to go away from TWC from quite some time not but always stayed with the company as I grew up with TWC & felt a willingness to stay with TWC. Expect to lose another customer soon now. Like I mentioned earlier, though Ron was sincere, a complete disappointment all around. Shame on TWC.

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Wayne Brown March 8, 2014 at 9:31 am

After months of problems with my auto pay payment being declined I finally got to the root of the problem this week. I have been retired in Florida for 3 years and my 89 year old mother lives in Greensboro, NC. I have been paying her monthly TWC cable bill using auto pay and a credit card. Last summer my credit card company issued me a replacement card and I notified TWC of the change. After that my mother started getting notices every month that her account was past due and subject be being closed. I would call customer service, give them my credit card number, be assured everything was okay, only to have it repeat next billing cycle.
This week, on 3/3/14, we repeated the cycle, and after over 1 hour with a customer service rep in The Philippines, who agreed to a 3 way with my credit card company to see if there was a problem with my card, my connection with her was lost with a loud tone just before I was connected to my credit card company. My credit card company advised me there was absolutely no problem with the card, but they checked and saw where my attempted payments were repeatedly declined by the credit card processing company used by TWC, due to the zip code not matching the credit card billing zip code. It became obvious that the TWC clerk who entered my new credit card mistakenly entered my mother’s NC zip instead of my FL zip. When I would call in to pay, the customer service rep would process a payment without needing a zip code, but I suspect auto pay uses the zip code to get a better rate from the credit card processor. The payment rejection was coming from the processor, not my credit card company, due to TWC having the wrong zip code stored in my profile.
Armed with this information I again called TWC billing support and spoke with a gentleman named Brian, who happened to be in Greensboro, and he seemed to understand the problem. He consulted with his supervisor, issued me a $25 credit against the February rejected payment charge, and added an additional $50 credit he said was authorized by his supervisor due to all the problems I had. Brian assured me he had everything right in my profile. He then attempted to process my payment but found my account had been restricted by TWC due to multiple payments rejections and he was unable to complete a payment. He said he would escalate the problem to a higher level to get the restriction removed, since it was not my fault the payments had been rejected, it would take a couple days for the removal, and he would call me by yesterday, 3/7/14 to get my payment information to pay the February bill.
Yesterday my mother called to tell me she received a phone call from TWC and her phone, cable, and internet service were subject to being shut down. She was extremely upset. After over 2 hours on the phone, and being passed through 3 customer service reps, Laura in Raleigh, NC said she verified everything I had told her, including the action taken by Brian. However, she said the record showed that TWC billing rejected the request from Brian to remove the restriction on my account because of over 5 credit card rejections within the past year. No kidding!! She insisted I would have to pay the account by cash for the next year. I told her, “No way”, and there had to be someone within TWC, even the President, who I could speak with and who would understand I was not at fault in the rejected payment. She understood and connected my shortly with Gary Rinard, a higher level rep in the Office of the President in NYC. Gary was very understanding, told me he would get right on it, and that I should hear from someone within a couple of days. Based on this, I am hoping that escalation to the Office of the President is the answer to these problems. However, I am really concerned with the failure of TWC to identify why a credit card is repeatedly rejected without verifying the problem isn’t of their own making.

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Jacqueline March 5, 2014 at 6:34 pm

I WANT TO GIVE CREDIT WHERE CREDIT IS DUE-
I had to go through HELL before I just put an end to my misery and contacted the office of the president.to acquire the assistance of a customer care advocate. I’ve only had to do this twice now in the many years I’ve been paying top dollar for the Signature Home package, but I’ve put up with so many people with TWC,of which in most cases I could do their jobs better than they can AND they are real smart asses who think they can push you around.

But once I called the office of the President ( of which EVERY mediocre employee from techs to managers will tell you they don’t have the number to- just call your public library, ask for the reference desk and then ask for the number from the library reference person, they are a publicly held company, they belong to us, we don’t belong to them) I have 3 people I would like to commend.

I would like to commend Richard a tier 3 technician in Greensboro, NC- who was amazingly patient and was also perfectly willing to concede when he couldn’t fix the problems from inside the office. I so adore people who actually think about it before insulting my intelligence and simply admit they’ve done all they could- Richard, who tried so hard to get someone to me right away, but yet again, no one wanted to get anyone out to my home for a week. Richard tried. He’s an excellent, humorous, patient knowledgeable tech. Thank you Richard.

I would like to commend (I think his name was …) Steve, in the office of the President, who assured me that the “supervisor” Scott, who told me that calling the corporate offices would only get me sent back to him, wasn’t the case and that he (Steve) was confident he could get me taken care of in the immediate- it was so immediate that someone showed up at my door late in the evening, same day, and I wasn’t home. – But Steve stayed on it until it was done which brings me to….

ERIC!- Eric was the 12 year tech with TWC who not only came to help me yesterday, but came back again TODAY! 03/05/2014- He was the nicest person one could ever meet! He was professional, handled my son well, who can be a bit edgy and nervous. He showed him how things work and why things happen and how to keep it all good. Beautiful personality, patient, kind,and very, VERY good at what he does, So thanks Steve for Eric and a job well done! Ha! While Eric was here, some other guy called me to tell me he was sorry to disappoint me- his name was Stephen, but he just couldn’t help me until Friday. I informed him that I had an excellent person here now and that he could cancel whomever he had lined up for that and I told him why.

So, as a professional in client services, I would suggest that there be better communication especially when a customer feels so frustrated that they feel they have to escalate their own case to the President’s office in order to be heard or remotely cared for while they are spending nearly 300.00 each month for intangible services. There should be some way that those who have reached their level of incompetence within the company, to SEE, that the situation has been escalated and that they are trained in some
form of reassurance to the client, no matter who they are.

I can point out several levels of which client services with TWC could be improved. Of course, we must remember the merger is upon us, so watch out for the lower level people to just simply stop caring about the customer as time draws nigh for the merger, but when you get someone who does a good job, ask for their manager and take the time to compliment them just as you’re willing to complain about the ones that just can’t seem to get it, if you will. It’s only right…

So Steve, thank you for keeping your word and pressing through to help me, I can finally work again! Richard, thank you for helping me in the middle of the night and doing all that you could to help and ERIC!- You are too cool and thank you for making time for me the same day you were contacted even though I wasn’t home and thank you for coming back today, so far, so good with the repairs, thank you for your thorough inspection of my services. I hope if I have to call again, I’ll get to work with you again. Thanks for the education too, it certainly makes it easier to see things differently in my old dusty brain haha!

Now see? Look at this statement below this box… REALLY? Meaning that I most likely won’t get the attention I deserve if I don’t like you on Facebook???? Who’s idea was THAT? Like my money and loyalty aren’t enough??? I sit here rolling my eyes, thinking of how different things should be but probably never will be. What about people who don’t have a Facebook account just because they don’t want to bother themselves? REALLY?? And well, what if I DON’T “LIKE” what’s happening. Just something this small could lose customers. One day Google or someone else will come in and make a difference. i don’t think I would make,good service, an ultimatum…”Like” us or you just may not be heard at all. Please. AND please note that I am NOT “liking” anyone on Facebook I don’t care who they are.

My Kindest Regards,
Jacqueline

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Violet Evans February 22, 2014 at 1:33 pm

Wow !!! once again TWC is playing games with me Im so tired of having to fight with you people to just get something done right >> you get my money every month with out fail I shouldn’t get the same servious in return Since i had my cable , phone and internet i had nothing but trouble with it a get a month serves free and yet still haven trouble

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Robert Banister February 18, 2014 at 7:54 pm

Well, here I am BACK AGAIN… COMPLAINING because I am getting MAJOR PACKET LOSS AGAIN…I posted something on this BLOG on February 9th, 2014 @ 5:27pm but it seems it was UNANSWERED… SOooooooo…
Here is a result of what I am getting when doing the following:
pathping -q 100 -h 100 http://www.twc.com
C:\Users\Desktop_i5>pathping -q 100 -h 100 http://www.twc.com

Tracing route to http://www.timewarnercable.com [71.74.42.231]
over a maximum of 100 hops:
0 Desktop_i5-PC.tx.rr.com [192.168.0.2]
1 192.168.0.1
2 cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
3 tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
4 tge0-9-0-5.crtntxjt01r.texas.rr.com [24.175.50.118]
5 agg21.dllatxl301r.texas.rr.com [24.175.49.0]
6 107.14.17.136
7 ae-2-0.cr0.chi30.tbone.rr.com [66.109.6.23]
8 ae-0-0.cr0.chi10.tbone.rr.com [66.109.6.20]
9 ge-5-0-0.ar1.cdp01.tbone.rr.com [66.109.10.221]
10 66.109.10.73
11 75.180.131.165
12 75.180.131.229
13 http://www.timewarnercable.com [71.74.42.231]

Computing statistics for 325 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Desktop_i5-PC.tx.rr.com [192.168.0
.2]
2/ 100 = 2% |
1 0ms 4/ 100 = 4% 2/ 100 = 2% 192.168.0.1
0/ 100 = 0% |
2 33ms 4/ 100 = 4% 2/ 100 = 2% cpe-76-186-208-1.tx.res.rr.com [76
.186.208.1]
0/ 100 = 0% |
3 20ms 2/ 100 = 2% 0/ 100 = 0% tge7-3.dllltx1901h.texas.rr.com [2
4.164.210.189]
0/ 100 = 0% |
4 19ms 3/ 100 = 3% 1/ 100 = 1% tge0-9-0-5.crtntxjt01r.texas.rr.co
m [24.175.50.118]
0/ 100 = 0% |
5 17ms 3/ 100 = 3% 1/ 100 = 1% agg21.dllatxl301r.texas.rr.com [24
.175.49.0]
0/ 100 = 0% |
6 14ms 2/ 100 = 2% 0/ 100 = 0% 107.14.17.136
0/ 100 = 0% |
7 36ms 3/ 100 = 3% 1/ 100 = 1% ae-2-0.cr0.chi30.tbone.rr.com [66.
109.6.23]
0/ 100 = 0% |
8 36ms 2/ 100 = 2% 0/ 100 = 0% ae-0-0.cr0.chi10.tbone.rr.com [66.
109.6.20]
0/ 100 = 0% |
9 51ms 3/ 100 = 3% 1/ 100 = 1% ge-5-0-0.ar1.cdp01.tbone.rr.com [6
6.109.10.221]
0/ 100 = 0% |
10 49ms 3/ 100 = 3% 1/ 100 = 1% 66.109.10.73
0/ 100 = 0% |
11 51ms 2/ 100 = 2% 0/ 100 = 0% 75.180.131.165
2/ 100 = 2% |
12 51ms 4/ 100 = 4% 0/ 100 = 0% 75.180.131.229
1/ 100 = 1% |
13 50ms 5/ 100 = 5% 0/ 100 = 0% http://www.timewarnercable.com [71.74.42.
231]

Trace complete.
========================================================
This is why I was trying to do PREVENTATIVE MEDICINE with your DAMN SERVICE.
So, today, I checked the TAP outside of my APARTMENT, and still the DOORS are
WIDE OPEN and NO ONE has made any attempt to RESOLVE THIS FRIGGIN ISSUE!!!
Now, I am going to call your LEVEL 1 as a PISSSED OFF CUSTOMER..
I went thru this CRAP back in AUG, 2013, and it took you a MONTH and A HALF
to get my problem FRIGGIN RESOLVED… HOLY CRAP

Reply

Juanita Ferrell February 16, 2014 at 5:33 pm

I have made (2) trips, so far, to your Austin, location for cable boxes that do not work! The first one would not even power on! The second one tells me the movie channel I subscribe to is not available and to try again later! I re-set the box and I get the same message again! I am really tired if getting “junk cable boxes”, that are not even serviced correctly or inspected properly! If they were this would not be happening! Also Customer Support told me I would be charged $49, if a service tech had to come to my home! Maybe I should charge $49 for all the trips to and from your office to try and get a working cable box! I also would like a credit on my billing for the channels I am missing , now for (3) days! If I am not satisfied with the next box, my next call will be to Mr. Britt’s office in NYC! Thank you

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Cherill Nix February 11, 2014 at 11:41 pm

I had an account until the end of June 2013. My account balance showed a credit of about $140 which was promptly send to me once my service was disconnected. Now, 7 months later I received a call that I had been turned over to a collection agency for $261 and do not even have an account with them. I went to the local office and they informed me everything looked fine and not to worry. A few days later I received a collection notice in the mail. When I called them regarding this they informed me they could not see that I had been turned over to a collection agency. I was on the phone for about 45 minutes and all I was told was they would look into it and it would take 7 business days. I paid the collection bill to avoid ruining my credit and so I requested a refund. They informed me that if I paid it I would have to provide them with proof of this. This was their error and their collection agency but I was expected to do the work to clean up their mess! They do not have a problem raising your bill or charging you for any work you need completed but are good at dragging their feet to fix their mistakes when it comes to problems with your bill. I am still waiting on them to get back with me regarding this but the last time I had an issue it took over 6 weeks to rectify. Some of the worst Customer Service I have ever seen!!

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ROBERT BANISTER February 9, 2014 at 5:27 pm

Dear TIME WARNER CABLE,
As I came home from the store, I just happen to be walking up the stairs, and noticed the TAP outside my apartment looked different. As I walked down to the TAP, someone has AGAIN, broken into the doors of this TAP, apparently to see about stealing cable and Internet, which will in turn MESS EVERYTHING UP for the people like “ME”, that is PAYING FOR YOUR SERVICE.
I mentioned several months ago to several FIELDS TECHS that you need to build a BRICK BUILDING around these TAPS, if nothing else, around the TAP that my service comes in on, but still no one has even come out to repair this TAP. It appears that your tech simply put the box back on the CEMENT BLOCK on the ground. I am not having any service problems, either with the TV or Internet, but I am just letting you know that YOU NEED TO COME OUT AND REPAIR THIS TAP outside of my building, before I start having problems.
The last time I had to deal with you people about issues, it went on for 2 months, I ended up creating a video and posting it on YOUTUBE…
I told you people about this TAP CRAP before, but you don’t seem to be concerned about people breaking into the TAP outside of my apartment. You will have someone get to this tap this week and RESOLVE this problem… I just know I am not going to have to deal with this problem AT ALL, AGAIN!!! RIGHT?

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Richard February 4, 2014 at 4:40 pm

We signed up for your Signature Home product in July 2013. Were promised a $500 VISA gift card for signing up. Still have not received it. Have attempted to contact your company on multiple (approx 9-10 ) times to get rectified. The $500 is not that big of a deal, but the service part really bugs us. And making promises that you can’t keep is HORRIBLE service.
You can rectify this by getting us that stinkin’ $500 gift card by the end of the week. (‘Terri’ promised to call me back ‘the next day’ one day last week) It would be funny if it wasn’t so irritating.

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george hargrave February 4, 2014 at 9:28 am

I have been experiencing tiling and distorsion of the sound. Techs have been to my house and the adjoining houses to no advail. I changed to standard hoping that I would get as decent picture–WRONG. I asked why new customers are gettind a deal on roadrunner – I got the runaround. This company does not care as long as you pay the bill. By switching to standard, I saved a huge 11 dollars.

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Wayne Marks January 31, 2014 at 4:39 pm

I am in agreement with the people who are unhappy with twc. When I signed up my salesman promised a $250.00 reward card back in October 2013 and guess what. I do not have it yet . Never do you get a straight answer from anybody. Even after I had problems. They promised me the same phone number, but when the tech came out he said I had to get a different number. You have to call a lot of people to tell them your new number, but a week and a half later they tell me I can have the same number. As far as I am concerned I think time warner SUCKS!!!!!!!! Bye

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Josey Jones January 31, 2014 at 11:39 am

I have called numerous times to have someone check my account to see if I an eligible for some of your lower plans due to my bill is well over 200.00. I have called and keep getting transferred to a different dept b/c of some code on my acct. When i asked for a direct number, i was told there isnt one. Now, Per Kathleen thru your chat services there is a number to this so called dept, they wont even tell me the name of. This is ridiculous and needs to be corrected ASAP

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Unhappy in California January 29, 2014 at 7:15 pm

Time Warner cable is the worst company I have ever dealt with. I was a very loyal happy Direct TV customer and now I can not get a signal so I am being FORCED to switch to Time Warner Cable. since day one signing up with their independent sales rep “Nick” I have had nothing but trouble. First Nick promised installation dates he could not commit to, then after paying up front for my service my cable was turned off due to him setting up my account under someone else’s information. Now I have to leave work early to go down and prove I am who I say I am and then they “may” restore my service. How does a company run in this unprofessional fashion is beyond belief. I have spent hours on the phone with supervisors for all of the problems I have faced in the last 2 weeks and still I get no resolutions. Time Warner has the worst customer service by far of any company I have ever dealt with!!!

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Patricia January 29, 2014 at 3:35 pm

I am so disappointed with the reliability that this company has. We have been without phone service for 12 days and this is a business. You are putting us out of business! Your representatives make promises that they can not fulfill! I am outraged!!!!

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Kim February 15, 2014 at 6:56 pm

Time Warner Corporate number in NY is 212-364-8200 folks and I intend on calling them directly with my issues. My mother did this when she first switched to their bundle and her phone service would not work. They told her it would take up to seven days to get someone out to fix/look at it. She told them that was unacceptable. She called corporate and someone was at her house within an hour. Ha! I asked the service rep to get a corporate number from his supervisor and they gave me a number for an actual cable store in NY and that I could call them and get the number. Seriously? You don’t have a list of numbers for your company? Shrugging their job off on me won’t work this time. Good luck.The number on this page is correct and when I called it, it works. They will be getting a call from me Monday.

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Lee January 27, 2014 at 8:04 pm

I am outraged. This company is unreliable, and I am going to close my account unless this issue is resolved by the end of the week. Back in December I got a $120 bill for my services (a $20 increase) without my authorization. I use the service possibly a few days out of the month and I spoke to several people and finally got a Ms. La Tolla ID # 301201 to promise me that for the next two years I would be charged $79.95 plus tax. (roughly $86 ).
Then I got my new bill today for a different and wrong amount and not what she promised me – namely $98.72.
I spoke with 5-6 people today – 4 hung up on me or we got disconnected right at the time when they were supposedly going to help me. . . I even asked one to call me back if that happened – but of course they did not call me back.
I spoke with Customer Resolutions with a woman who was horrible – to no avail. Ms LaShaunda and someone else they both basically hung up on me. . . and would not give me their employee id numbers.

So I am going to have my phone number transferred to Verizon Fios or another nicer company where hopefully I will be treated like a human being.
If you want to resolve this issue and charge me what I was quoted – then you can call me otherwise I am done with this company for good. I can be reached at
646.660.XXXX unless this situation is rectified in the next few days I will be closing my account within a week’s time.

Sincerely,

Ms. L. Pelli

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Catherine Bowser January 26, 2014 at 10:20 am

We have had no TV service since at least noon yesterday. I have spoken with seven representatives and have gotten conflicting information. I was told that there was an area outage (there wasn’t…our neighbors had their TV) and then I was told that there was a problem with our residential equipment. I was told that we could get an appointment on Sunday, today, and then was told that the first available service tech appointment is Thursday, January 30. This is incredibily poor service, expecially since the “on hold” chatter brags about quick service from the tech guy. Is it really possible that the representatives cannot tell whether the problem is an area outage or an individual problem? When I asked to speak to a supervisor, representative Les put me on indefinite hold. Question: Is it possible that the reps are so pressured to keep calls short that they will do anything to get the customer off the phone? Also, when I did try to get back to Cathy, a rep who seemed helpful, I was told that she is a contractor and that there was no way for the local office to make contact with her again.

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Margie January 25, 2014 at 3:43 pm

My mother is elderly and lives 3 hours away. I do her online banking and pay all her bills. In October, her bill showed a past due amount. I immediately called, gave them the information from the front and back of the check that had cleared the bank. They told me that they would waive the late fee that was posted and all I had to do was pay the current bill since the prior bill had been paid. Then it happened again in November. They said that her October payment had not been received, so they again charged a late fee. I went through all of it again, talking to someone in the Phillipines, and they assured me that it would be taken care of and all I had to do was pay the current bill. In December she received another past-due bill. When I called them, they told me it was her November payment that had not been received, and that I would have to go to her bank and have them fax the front and back of her check. This was completed on December 27. Well what do you know? She received her January statement and it still has a past-due amount on it. When I look at her bank account, she has not missed a single payment. So when I call them today, again in the Phillippines, I am told that it is the accruing late fee that they once waived, but since I only paid the current bill, they added the late fee back on. Is there anyone in the United States that can explain this billing problem to me? First it’s the October payment, then the November payment, and now they’re talking about the October payment again. Then they try to tell me that we’re paying a month in advance. Which really doesn’t matter since all payments have been made. Maybe it has been coded to the wrong account, but bank records show that she has never missed a payment.

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Chris R January 25, 2014 at 12:15 pm

To Whom it may concern :

We need more service representatives like the one I worked with today.
I had the pleasure of communicating with a customer service rep. from the Columbia, South Carolina office. Her name is Jasmine Jackson.

She was the BEST service rep. I’ve ever dealt with. Her knowledge and friendly demeanor made my experience with TWC an enjoyable one, rather then a painful one (which I’ve had in the past on a few occasions dealing with customer service staff over the phone).

I think more service staff can take a look at her approach and skill set, and perhaps learn a thing or two.

For what it is worth, I hope that she is recognized for her hard work, knowledge, and ability to communicate professionally. And although it doesn’t need to be said, she deserves a raise, because she is what will bring in new clients, and retain existing ones. She is head and shoulders better then your average service staff member.

Thank you Jasmine Jackson ! We need more professionals like you.
And like I said before, I hope you are recognized for all that you do.

If I had access to the corporate office, I’d send them a letter too, to share with them how wonderful my experience working with you was.

Sincerely,
Chris R. (TWC Customer – Upstate New York)

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Mr. Barrientes January 21, 2014 at 10:04 pm

I have experienced worst service ever. Had to resort to contact corporate since representatives I spoke with were unable to resolve my issue and were.very adament on not giving me credit for service I was never provided. I have been charged for years For HD box approx.10.00 a month. Hundreds of dollars are owed to me but I was given the response that I would not get my credit back even though it was representative who MADE MISTAKE and didn’t delete the cable service which we never needed in the first place since apts have cable . Now Paul at Ext. 15934 wants to charge us 39.99 for a service call on INTERNET service which.is ONLY service we have even though we are bein charged for HD TV for box not.in our possession for years. How can a successful business run stealing from customers taking money for services not provided. Word of mouth is a very powerful thing. Icannot believe a multimillion dollar company can’t give me back My money for service I was never provided. My internet service is horrible as well..I really hope someone contacts me back

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Angela Price January 15, 2014 at 4:22 am

This the worst cable company I ever seen not only is my cable services not working always good there is always a suppose outage in my area, I always was charged for 8 months for a box that I had turned in and had I not noticed timewarner charging me I would still be getting charged,I paid cash an they gave me credit,wow,on yesterday 1/14/2014 I was contacted from a tech name dj or jd whatever his name was and I say that bècause he wouldnt give me his last so I dont know if the first name was a correct name,any way he basicily pleaded with me.that oh he didnt need to come out cause it was an outage in my area an therefore in his words he really didnt need to come out,I’m like ok my cable has been messed up for a long time but he still insisted on not coming out and also laughed at me when I complaned to him about the bad service and timewarner charging me all those months.for a box I didnt have this guy was very rude and showed very poor customer service if he dont wanna work he should let someone have his job that do wanna work,I want all customers to pay very close attention to your bill statement,I am in the process of getting another cable company I have had it with timewarner,I did call an report that tech.also.I also saved the number he called me from.angela price

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Don Johnson January 14, 2014 at 10:03 am

I’ve had TWC in upstate new york for years and its been a great experience. reliable service, tech was late once but I’m reasonable so no worries (plus a late tech and complete install gets you $25 off the bill, score!).

All of these complaints sound like user error. If you don’t know what you are doing then don’t order the service.

Check to make sure you have everything before you are done with your transaction at the payment locations. Don’t pay your bill with convenience stores (they are the screw ups not the place taking your payment), grow up and get a bank account and pay online or mail it in.

Ordering services like this online sounds like a bad idea, just call in. Tell the rep what you want, be firm and don’t budge, you will not get any surprises. I’ve had the sales agents try to sell me, I said no, this is what I am ordering and thats what I got. I’ve never had a surprise on my bill because I don’t call them every 10 minutes.

If you keep calling in you eventually will get a wrong answer, and 9 times out of 10 the idiot who keeps calling believes ONLY the wrong answer. Stop calling in about the same issue, its most likely right the 1st time around.

Overall, good experience with my cable service, but I also know how to work my own electronics.

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Vyvian Destienne January 10, 2014 at 6:55 pm

I had called four months ago to cancel my mother’s cable account. The person on the phone assured me that it would be cancelled. He requested that all equipment be returned, but it was the very basic cable package ($10.93/month) and no box was ever needed. However, I received an email with a bill from TWC today. The account was never cancelled. They had recorded that I was unable to verify the address for the account. It is a very dirty business practice they employ!
When I called to cancel the account again today, I requested a written verification of the cancellation. I was told that there was no way they could provide it. Seriously?!?!?! This and along with numerous other stories I’ve heard are the reason why TWC is losing so much business.

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Crystal hardy January 10, 2014 at 1:38 pm

It’s January and back in august they said I did not pay my bill… Well thank god I kept my receipt .. But it really don’t matter because after 5 months of harassment and hours being on the phone with there stupid a** workers , they still have not fixed my problem… I’ve hade drug mart( where I paid my bill at) call there corporate to even show proof I paid it and I personally went into time warner and gave them a copy of my receipt!! But since they can’t find where the money is they won’t take it off my bill.. It’s not my fault!!! Now my bill went from being $60 behind for my bill I DID pay to $100 because of late fees.. I don’t know what to do at this point.. I don’t wanna shut it off and them still say I owe it and it go to collections or should I?

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Steven mussig January 6, 2014 at 8:53 pm

Hello, sadly I had to resort to contact corporate since I can’t get any help from any other branch for this company. First I have never had so much trouble with a company before, and I never expected it from this one. But, we have had nothing but problems.

We places our order last Monday, the 30th, the website said that we would have our appointment date in 24 hours. I expected a delay because of the holiday but 3 days later WE had to call customer service and be on hold for an hour to speak to someone who told us our order haven’t even been looked at and then lied to us about what our amount was, he was going to charge us $60 than what we ordered! Then told us we were paying for the installation when it said on our order it was free. We called our local office and had them fixed it. We picked up our equipment, being told that once again we are paying something different than what we ordered. Once again we went through a hassle to get that fixed. We felt better because they told us that our service was already activated and ready to go.

We got home, hooked everything up and guess what.. Yet another problem. I am a cable installation tech. And my fiancée is a network manager, we could not get our wifi working because someone put a BLOCK on your end. We sat on the phone with one of your technicians who didn’t know anything. Sat on the phone with her for an hour before giving up and hanging up. We called again later that night and that gentleman got our service up and running right away. I wish I wrote his name down because he earned a raise! You need to keep him he is wonderful!

Our service was running till this morning, the 6th. No cable no internet, apparently no techs either. So we are now having to run our phone bill up to get our work done, and have to let online classes get pushed back and cross our fingers that we can catch up when our service comes back on.

This is horrible to see, I have never had this much of a problem with a company. IM debating on taking your equipment back, getting my money back and going else where, this is inexcusable how every person we talk to doesn’t care and won’t help. Thought the customers are suppose to come first.

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Mohammed suleiman January 6, 2014 at 6:08 pm

I have Time Warner for over a year now for a year then I got divorced my wife toes to switch to Verizon and then I’ve been receiving bills from Time Warner stating that I ld owen them $999.09 so I called the credit agency spoke to t Time Warner Cable calling me and asking me to pay this amount I told them that I disconnected my service months ago and I don’them they cleared me of all charges and they kept calling me and calling me until my wife called me one day and told me they disconnected the service is and she’s been paid all the bills on time can somebody out there help me my account number is 815 01800 14400 XXX customer service sucks

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stephen cain January 2, 2014 at 10:51 pm

Please review the following information for concerns:

Chat Ticket # 16742084

Stephen M. Cain
XXX Fernwood Drive
Mt. Washington, KY 40047

I am extremely disappointed with the lack of progress from MANY attempts to correct this issue. To date, no one from TWC has been able to correct this situation or even seemly able to make progress.

I want to put this issue to bed and immediately receive the $350.00 gift card I was promised when I upgraded several services.

Please contact me directly concerning this issue at 502-599-XXXX.

Sincerely

Stephen M. Cain, Major, USAF, Ret.

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Ken Lewis December 28, 2013 at 8:01 pm

Dear Time Warner:
:
As Time Warner is a backer of Veoh, I am requesting your help with my videos which were uploaded on Veoh. My account at Veol has been terminated according to Veol due to my videos violating Veol’s policy. I have requested that Veol advise me of how my videos violate their policy, but have only received a general response that my videos are in violation, but no explanation as to how.

My three videos uploaded were:

Prostate Cancer : A Juggling View – This video apparently was acceptable to Veoh, but has been taken down due to my account being terminated.

A Bet Down the Wrong Road – A testimony about my sports betting addiction. The video was made to help others suffering from gambling addictions to overcome their addictions. A written version of the video is below.

Children Choking Hazards – the video displays everyday common items that children could choke on, such as jewelry, candy, etc. Choking accidents are the leading cause of children deaths. The video is to remind parents and others not to have these items around children.

Please assist me with this matter. Thank you.

Sincerely,

Ken Lewis
President
Juggling For A Cure

A BET DOWN THE WRONG ROAD, by Ken Lewis

Arriving in the city, with my chest out, I was beaming with confidence that I would be successful at sports betting. Moving to Las Vegas and staying with my uncle there gave me close access to sports books. Viewing the myriad casinos, l was anxious to start betting.

My early wins gave self-validation to my ability to win. When I experienced losses, l found myself attributing them to mistakes. Even as the losses accumulated, I rationalized that they were the results of my accidental choices. The logical fallacy being that I rarely attributed my wins to mistaken choices.

Sports betting quickly became a mental drain. I worried during the games; when I was unable to watch the games, I worried as I waited to hear the scores. Sports betting took over my thinking. Whether I was planning on making a bet, in the process of betting, or had made a bet, betting thoughts dominated my psyche.

Spending days, weeks, months, and years attempting to win at a system set up for loss, I realized opportunity cost in that I could have been working on achievable goals. I contemplated how the time could have been better spent attaining a higher education degree, learning a foreign language, feeding people in need, or doing something else noble and worthwhile.

While sports betting at Lake Tahoe, a representative at a sports book hinted to me that I should move on. The representative had witnessed my losses, and could see my demeanor deteriorating. The gentleman felt sorry for me and knew that I should be doing something better with my life. He told me stories about other sports bettors who he had witnessed destroying their lives through sports betting.

As the losses continued to build, my confidence waned. And I eventually began to break down. One day upon arriving home, my uncle found me — not beaming with confidence, but curled up on the couch like a fetus.

I recall my former statistics professor saying that it is experts in his profession that casinos hire or consult with to ensure that the mathematical odds do not side with bettors. A stubborn student, I went on to learn a hard lesson that the glitter and excitement of sports betting can be a cunning facade to a perilous undertaking.

But it took getting to a broken state — financially and emotionally — for me to gain the realization, will, and determination to deal with my sports betting addiction. Doing volunteer work, continuing my education, and pursuing other goals have replaced my sports betting. Instead of cluttering my thinking with sports betting concerns, I am concentrating on productive thoughts. Life has much better things to offer.

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Raymond Hawkins December 28, 2013 at 5:11 pm

My name is Raymond Hawkins and just yesterday I got Time Warner cable turned on at my home after leaving Direct TV. I went to my local store to pick up my DVR box, and after standing in line for 45 minutes I finally got to speak to someone to get my thangs. I got my DVR box and was told I was good to go. Once I got home I realized the power cable for my DVR box was left out. My local store had already closed so I waited until this morning to call Time Warner and was told I would have to wait until Monday before someone could bring out a power cable for my box. After talking to several people they managed to schedule someone for the next day between 1-5 so now that means I have to spend four hours of my Sunday waiting on a tech to bring me a power cable. I am very unhappy about this and I tried and I tried to get someone to bring it to me today, but apparently that is an impossible task cause Time Warner Cable does not make same day call outs to bring a power cable, after being told that a dispatcher would contact me by phone to let me know about a tec coming out today. which I never recieved. This was not the experience I was expecting when switching over and I am now reconsidering keeping my cable. I know there was more that could have been done to make this right but the lack of effort just boils my blood. It is unreal to me that techs work until 9 pm, and not one person can bring me a power cable. unreal!

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Jason Aliff December 18, 2013 at 2:45 pm

5 weeks, 8+ hours on the phone, 20 different customer support representatives, 4 technician visits, and still waiting for the phone call from a local supervisor that has been promised to me on 3 separate occasions; all this and my issue is still not resolved. The company that constructed my home even warned me about how difficult it is to work with Time Warner Cable. All I want is internet hooked up, and TWC cant even tell me if their is or is not cable on my side of the street in order to install the tap. One person says yes, the technician who installs the tap say’s no and I chase my tail in circles again. This company has no way to follow up with any issues. If they cant resolve your problem when you call then you are screwed until you get lucky and talk to somone that knows what they are doing. I even visited the local office and all they could tell me was “I’m sorry I have done all I can do for you”. All I want is a yes you will have it about this time frame or sorry we will not service your house because your business is not worth the cost of us running cable across the street. Lean Six Sigma could really benefit this company, unfortunately they probably dont have a clue as to what that actually means. I now have ATT DSL.

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Glenn Abrams December 13, 2013 at 9:25 pm

After literally hours of time spent online, on the phone, and driving to a Time Warner Cable store (I spoke to two different customer service reps by phone, one in the store, and a supervisor by phone.) I finally found out that I am not eligible for the Time Warner Cable current promotion for a free Samsung Note 8.0 or Samsung Tab 3. The promotion that I literally was bombarded with via email, mail, and my “MyServices” Time Warner Cable account management website suggested that I would be eligible to receive some type of Samsung tablet device (Either a Tab 3, or Note 8.0), if I upgraded my current services. All of this promotion information, including the endless amounts of fine print, which of course I read, was very misleading. I still am at a loss for words that my account services webpage even showed that I was eligible for such a promotion. I did receive some “We’re sorry for the inconvenience discounts/credits.” for all of this inconvenience, and time wasted, however I am very frustrated, irritated, and shocked at how Time Warner Cable has gone to such lengths to confuse their CURRENT customers. Doing such a thing to lure in new customers is something that would not surprise me, but current customers? That’s a great way to lose current customers, something that may just happen with me, despite the above discounts/credits I received. Ultimately I would love to continue using my Time Warner Cable service, and I would be sure to spread the word about your excellent customer service, if I was somehow able to still take advantage of this offer by upgrading my existing service. I believe that this is not an unreasonable expectation/request, especially when considering that the promotional information I have been provided with via email, mail, and the internet, all suggests that I should be able to do so.

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Ryan sainola December 13, 2013 at 11:24 am

Worst customer service ever, I’ve never been so irritated and angry in my life. Twc took my bill from 65/month to 222/month without any notice or consent. They played games with me, hung up on me, put me on hold for two hours. No one could give me a straight answer, they lie. I will be filing a lawsuit against this company if my account is not fixed. I am disgusted by anything associated with time Warner cable, thanks guys!

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amber pyle December 9, 2013 at 11:09 pm

hi my name is amber pyle and my numer is 816-679-XXXX. and i am having problems with time warner cable. I had a balance of $326.37 and on dec 6th 2013 around 3 am i paid 108.00 cause i had a pay arrangement set up and we didnt get paid until the 6th which was a friday. well that left me with a balance of 218.37 and only 113.45 is late. i tried setting up a payment arrangement and they wouldnt cause my new bill hit. but when i was on live chat with timewarner they said i had until 8 am on dec 6th 2013 to pay 108.00 and my service wouldnt get turned off and they did. i feel so used and abused. and everytime i tred to call and talk to them about a pay arrangement that day and to talk to a manager to get it resolved they would tell me they didnt lie and a manager would call within 2 to 24hrs i have call 6 different times i still cant get a manager to call and help me.well today is dec 9th and i still yet to hear from a manager and when i call it says i talked to a manager he or she wrote in my account we talked and its a bunch of lies. i am getting no where with them and i dont think its fair that i got shut off over i payment cause i got lied to. tell them to look up our live chat records. i have always gotten the caught up. i find it funny i pay i get shut off. i feel they lied to get my money and still shut me off. i want my cable back on and to make sure this get dealt with cause they are a rip off and poor customer service. i know i was late but i was later before and i get treated like a piece of shit. and lied to i want help so this never happens to anyone else

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Scott December 6, 2013 at 1:50 pm

In July, I cancelled my service with Time-Warner cable – which included cable, internet, and phone – after numerous problems with quality of service. I switched my phone service to AT&T, though it took a little time for the legal documents to go through to have the phone ported over. The phone was ported over on approximately July 22. I just found out today that Time-Warner has been charging me $66.70/month for phone service I do not have. When I contacted Time-Warner, I was told the phone had not been ported. That is not possible, for I would not have phone service with AT&T if the porting had not taken place.

Time Warner has a reputation for terrible customer service – see the numerous surveys of cable/satellite companies that are available – and this does not

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Scott December 6, 2013 at 1:51 pm

Sorry – hit ENTER by accident – this experience demonstrates that those surveys are true.

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Lesver Almendarez December 6, 2013 at 12:29 pm

Walked into TWC @ Broadway and 96 Street in Manhattan. P/U a tuning adapter for my Tivo. Not only do they give me a dirty reconditioned TA unit, they don’t even give me the usb cable needed for the Tivo to recognize the tunning adapter. Time Warner Why don’t you give your customers the proper equipment with proper cables? If your forcing us to use your crappy tunning adapter at least give us the proper cables.
Manager “Montu” doesn’t even know how to use a tunning adapter with a tivo. If he did, he would know you need a usb cable for the tivo to recognize the tunning adapter. Paying for service and I still have to buy a usb cable to get the service working. RIDICULOUS!!!

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Howard December 1, 2013 at 11:14 am

After 12 years of being a Time Warner Cable (TWC) customer I finally decided I’ve had it with your incompetence. On October 22, 2013 I began with DirectTV so naturally, me being a somewhat intelligent lad, I called TWC and advised them that they needed to discontinue my service. They acknowledged the fact that they needed to discontinue my service and that was that. Or so I thought. After about 2 weeks or so my wife called TWC because no one had come to pick up the equipment; modem, cable box etc. My wife was informed that someone at TWC had entered a cancellation notice into the TWC computer system on October 22, 2013 but that the service was never cancelled. The woman also asked my wife if she had been told that the equipment needed to be returned within 3 days of cancellation to which she replied “no”. After speaking with the woman for a few minutes my wife was informed that we would be receiving a $222.23 credit. After the call we figured we were done with TWC. Well apparently in this company the right hand does not know what the left hand is doing. Just last week (the week of 11/24) we received a bill from TWC for $269.60 for what I don’t know we haven’t received any services from TWC since 10/22. It gets better, just yesterday, 11/30, we get another bill this one for $289.60 for services from 12/01-12/31. What services is TWC talking about? I am thoroughly enjoying my DirectTV and have been since 10/22. By the way that NFL Sunday Ticket is awesome! I would hope that a competent individual reads this and contacts me so we can clear this mess up. Otherwise I will be calling your corporate office. The incompetence is on you the honorable thing to do is fix it.

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andy November 26, 2013 at 11:10 am

i been with the time warner a while already, but lately i have a big disappointment with it, cus my phone bills it $1567.79 try to call the office to help me out they said they can not help me anything and then they tell me to go to the main office in Moreno Vally, Ca. when i get there i ask for help from the lady at the front she said she can not help me. i ask for the Manager or somebody that in charge they said nobody in charge and no manager either. this is upset me a lot. now i hate Time Warner and i decide not to pay any penny to them.

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coticon November 24, 2013 at 12:02 pm

24 November 2013 11:45 AM – have spent 1 hour and 15 minutes trying to get in touch with technical support about an email problem that I am having. I am in the 13440 area (Time warner Central New York). My first call went through the normal phone prompts (315 227 1120). Waited for technical support to answer … waited 15 minutes – just music – no answer, no message about place in the queue. Hung up and dialed – this time I spoke to a customer support representative – explaining the above wait. She connected me using a direct line to tech support – again – Music, sat there 10 minutes, no answer. Called a customer representative again – she put me in touch with a “local” tech person in the same office as she was – he stated it was a server side problem – and he connected me to tier 2 support – again 10 minutes – just music – no answer. Again called and spoke to a customer service rep – this time asking how I could contact Time Warner to file a complaint. She put me on hold (after waiting 8 minutes I hung up since she never returned). As you can hear from the recordings of the interactions (and please listen to them) – ALL of the conversation was totally civil without anything that would hinder proper customer support. This kind of service is unconscionable and needs to be addressed.

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Rita Mceachin November 13, 2013 at 3:05 pm

Phone, cable tv, computer, not working on nov 12, 2013, call for service, cannot get any one at my house until nov 14, 20013 don’t know what to do, need to leave town nov 13, 2013. I’m told nothing they can do, don’t know where service techs are, however twc truck 1 block from house. They can’t even tell if for sure I can get service on the 13. I’m a little afraid to be without a phone , what am I suppose to do ? When I signed up for twc bundle was told i would not be without service for days. What am I suppose to do? Knowone knows. I am over 65 yers of age

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ROBERT BANISTER November 9, 2013 at 4:22 pm

11/09/2013 @ 3:22pm
HERE IS THE PACKET LOSS I AM SEEING:
C:\windows\system32>pathping -q 100 -h 100 http://www.twc.com
Tracing route to http://www.timewarnercable.com [71.74.42.231]
over a maximum of 100 hops:
0 LenonoLaptop.tx.rr.com [192.168.0.2]
1 192.168.0.1
2 cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
3 tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
4 tge0-9-0-5.crtntxjt01r.texas.rr.com [24.175.50.118]
5 agg21.dllatxl301r.texas.rr.com [24.175.49.0]
6 107.14.17.136
7 ae-2-0.cr0.chi30.tbone.rr.com [66.109.6.23]
8 ae-0-0.cr0.chi10.tbone.rr.com [66.109.6.20]
9 ge-5-0-0.ar1.cdp01.tbone.rr.com [66.109.10.221]
10 66.109.10.73
11 75.180.131.235
12 75.180.131.223
13 http://www.timewarnercable.com [71.74.42.231]

Computing statistics for 325 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 LenonoLaptop.tx.rr.com [192.168.0.
2]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
1/ 100 = 1% |
2 110ms 1/ 100 = 1% 0/ 100 = 0% cpe-76-186-208-1.tx.res.rr.com [76
.186.208.1]
0/ 100 = 0% |
3 74ms 2/ 100 = 2% 1/ 100 = 1% tge7-3.dllltx1901h.texas.rr.com [2
4.164.210.189]
0/ 100 = 0% |
4 70ms 2/ 100 = 2% 1/ 100 = 1% tge0-9-0-5.crtntxjt01r.texas.rr.co
m [24.175.50.118]
0/ 100 = 0% |
5 65ms 2/ 100 = 2% 1/ 100 = 1% agg21.dllatxl301r.texas.rr.com [24
.175.49.0]
0/ 100 = 0% |
6 65ms 2/ 100 = 2% 1/ 100 = 1% 107.14.17.136
0/ 100 = 0% |
7 78ms 2/ 100 = 2% 1/ 100 = 1% ae-2-0.cr0.chi30.tbone.rr.com [66.
109.6.23]
0/ 100 = 0% |
8 71ms 2/ 100 = 2% 1/ 100 = 1% ae-0-0.cr0.chi10.tbone.rr.com [66.
109.6.20]
0/ 100 = 0% |
9 83ms 2/ 100 = 2% 1/ 100 = 1% ge-5-0-0.ar1.cdp01.tbone.rr.com [6
6.109.10.221]
0/ 100 = 0% |
10 75ms 2/ 100 = 2% 1/ 100 = 1% 66.109.10.73
0/ 100 = 0% |
11 70ms 2/ 100 = 2% 1/ 100 = 1% 75.180.131.235
0/ 100 = 0% |
12 102ms 1/ 100 = 1% 0/ 100 = 0% 75.180.131.223
1/ 100 = 1% |
13 92ms 2/ 100 = 2% 0/ 100 = 0% http://www.timewarnercable.com [71.74.42.
231]

Trace complete.

C:\windows\system32>

Reply

ROBERT BANISTER November 9, 2013 at 4:19 pm

11/09/2013 @ 3:00pm
Am getting SERIOUS PACKET LOSS again, and
speeds of 6 to 8 mbps download speed, instead of the 30 to 35 mbps download speed again, and I am doing a pathping command as follows:
pathping -q 100 -h 100 http://www.twc.com
and I am continuing to show PACKET LOSS after my modem
I have been dealing with this problem since AUGUST 7, 2013
So, I called the TIME WARNER CABLE TECH SUPPORT and spoke with a SUPERVISIOR
named KEL ID# 454230 and I was requesting to have a technician come out NOW, and the best he could do for me was SUNDAY 11/10/2013 between 8:00am and 9:00am
SO HERE WE GO AGAIN. So, I have to put my life on HOLD again, and being that today
is SATURDAY and my day off, I CAN NOT do the things that I was wanting to do, because I am EITHER CALLING TIME WARNER CABLE about this friggin problem, or I am on this BLOG typing in this CRAP. Time Warner Cable must have a BOOK OF COMPLAINTS from me by now, so I guess I will have to talk to the
Better Business Bureau AGAIN about my problems.
How come this company can not deliver service the way the ELECTRIC COMPANIES
do. Can you imagine if this problem was the ELECTRICITY… My lights would be flickering on and off OVER AND OVER AND OVER, so much, I would be getting a headache….
AUGUST 7th people…

Reply

ROBERT BANISTER November 9, 2013 at 1:41 pm

This is in RESPONSE to an email I received from the following:
Suhn Rea
972-409-2389
Executive Corporate Escalations Group
Time Warner Cable
North Texas Divison
=======================================
Good Morning, Suhn.
Here it is Saturday morning at 12:00 noon on 11/9/2013.
I got on the internet and was watching video’s on my computer, and noticed
that it seemed slow, so I did a speedtest at speedtest.net, and noticed I
was only getting 7 to 8 mbps download speed. I then decided to unplug the
modem, and waited 15 seconds, and plugged it back in, and the
proper speed, of 30 to 35 mbps, came back.

GET THIS: I talked with a LEVEL 3 tech last week named Gordon ID# 5114,
and told him that the DS and US lights on my modem (ARRIS DG860) were solid yellow for about 10 seconds, and explained that this tells me that my modem is offline, and he said all I have to do, is unplug the modem, wait for 15 seconds, and then plug the modem back in, and my service would come back up.
I said to him… This will resolve the problem AT THIS MOMENT, but this does not tell me WHY this problem keeps occurring. He was trying to educate me on the
modem is still online, and perhaps it was my computer that was causing this
problem. I told this guy he was an idiot, because the signal DS and US light
turn yellow, the signal is not coming to my computer correctly.

I do this type of work for a living, and I do not appreciate it when someone
that is supposed to be a LEVEL 3 technician, try’s to give me a line of crap,
telling me that MY COMPUTER is the problem, when, in fact, the signal, has
to go thru the modem “BEFORE” it gets to my computer. I deal with customers
all the time that do not understand the technology, and it is very easy to give
them a line of BS, but I DO NOT do this type of work, because it is dishonest.

Ever since August 7th, I have had continuous PROBLEMS with this
Internet service, and I am REALLY, REALLY getting tired of this.
I tried calling your LEVEL ONE technical support, and after 15 minutes
of waiting for someone to answer the phone, I finally gave up and hung up.

If I am not mistaken, I believe you called me yesterday (friday), about the
tap out side of my apartment building. I noticed last night when I got in,
that someone did come out and put the box back together.
I have attached images of the box, and what it looked like previously,
and images of what it looks like now.
I have also attached images of the speed that I was getting previously.
( I could not attach images in this BLOG because there is nothing that lets you attach images in this BLOG).
I am really getting tired of having to contact Time Warner Cable,
on a continuous basis, just so I can have the service that I am
supposed to be getting. Mind you, these problems have been
going on SINCE AUGUST 7th, and here it is November 9th.
This is THREE MONTHS NOW. This IS NOT the way your service
is suppose to work.

As I said on the phone, you guys need to build a BRICK BUILDING
around this TAP, so that whoever is messing up my service, will not
be able to break YOUR TAP, which delivers YOUR internet service to me.

I also told the technician that was out here last Friday, that I want the people
that tried to STEAL CABLE AND/OR INTERNET prosecuted, and I said to him, that it was very easy to see what apartment was stealing cable and internet, because all you have to do is follow the cable to the connection and apartment it goes to, and this is who is stealing cable and internet, but he just kind of blew this off, because, well, I guess this would have been to much work for him.

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Eric Jaks January 16, 2014 at 11:04 am

Depending on where you are at in the North Texas area could depend on what needs to be done. If you are in the Dallas area, I know for a fact that the lines are very old. A lot of the lines are still the old Comcast lines.

As for the brake ins on the cable box, unfortunately the tech can’t do anything but record who’s the one stealing cable. Being a former employee of TWC, we were told to disconnect them the first time and attempt to sell services. IF it was reconnected, to send the information over to the Security department and they will handle it from there. It’s not that the tech doesn’t want to do work, it’s that his hands are tied when it comes to U/Vs.

What I would suggest is getting rid of that Arris gateway. They are the ones that cause the biggest problems. You can switch out equipment at no charge at the local stores. I would suggest trying to get the new Motorola gateways. If switching out the gateway doesn’t solve the issue, then you know it is something either in the lines, tap, or the switch.

Hope you are able to find out what the issue is.

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Jason November 7, 2013 at 4:19 pm

Hi,

My name is Jason Termechi and I recently ran into a major issue with Time Warner Cable. After swapping out a box that was several years old, I went to one of the TWC locations to pick-up a new box. After a few days it malfunctioned causing me to be without cable for a night where I had a lot of shows that I was looking forward to. The defective box was then replaced, the next day after the brand new box only lasted me a few days. Aside from the issue with the box, I not once received a phone call from TWC to apologize or offer me anything to compensate for the defective box and missing out on hours of television. I’ve been in contact with the customer service Twitter handle, but they too have been unresponsive and ignoring any and all communication. I hope someone could address the issue and apologize for what happened.

Sincerely,

Jason Termechi (A loyal customer of over 3 years)

Reply

Cheryl Strait November 2, 2013 at 7:55 am

I was just given a new Arris modem on Thursday Oct.31,2013 , and am having major problems with connecting to the Time warner App for Roku, we have uninstalled and reinstalled the TWC app but error messages still continue, the new modem is not being recognized as the Home network, They have reset the modem this did not work, and I have spent a total of 6 1/2 hours on the phone with levels 1, 2 and 3 tech support and have even had another tech come out todayFriday Nov.1…each result has beennothing works and their explanation is there is nothing they can do, I was first told it would take 12 hours for the network to be recognized and now I am told it will take up to 72 hours, I find this totally unexceptable service and i do not think we should be charged the full amount when we are not receiving the service. so far it has been 33 hours and my modem is showing 0 usage activity….this is ridiculous, at least with the old modem i could get connected but then the stream would freeze, with this one the modem cant even be recognized as a network. Time Warner’s employees explanation of there is nothing we can do is absoulutely unnacceptable ,

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Khris Omey October 19, 2013 at 9:59 pm

I have been tryin to find out for 5 months now why wont they service my addresss when the home at the end of my road is serviceable. this is unbelievable….i will be a customer for life…..i need internet so bad, and time warner has definitely not given me any reason why they wont do it. what do i hvae to do, or who do i have to speak to to get answers.. This is BS……..i live in orange texas, and my address is XXXX Elizabeth Lane, Orange, Texas 77632

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Kathryn A. Williams October 16, 2013 at 9:01 pm

I am requesting that someone from TW’s Advanced Customer Service Department to call me back @ 805-985-XXXX. I have too many questions and/or complaints to list them here. Suffice it to say that Neil, Operator 4070, Leslie Tier 3 Operator SL1, could not address my problems let alone solve any of these problems. All I received was “that’s all I can offer”, “you don’t like that answer”, your tech records belong to TW”, to the extreme of actually raising a voice in frustration. Therefore, could someone above the pay-grade of Tier 3 please call me back?

Thanking you in advance for your kind attention to this matter. I await your timely reply.
Kathryn A. Williams 805-985-XXXX

Reply

Kathryn A. Williams October 16, 2013 at 8:59 pm

I am requesting that someone from TW’s Advanced Customer Service Department to call me back @ 805-981-XXXX. I have too many questions and/or complaints to list them here. Suffice it to say that Neil, Operator 4070, Leslie Tier 3 Operator SL1, could not address let alone solve any of these problems. All I received was “that’s all I can offer”, “you don’t like that answer”, your tech records belong to TW”, to the extreme of actually raising a voice in frustration. Therefore, could someone all me please above the pay-grade of Tier 3?

Thanking you in advance for your kind attention to this matter. I await your timely reply.
Kathryn A. Williams

Reply

Lawn Ya Hodge October 14, 2013 at 7:15 pm

I originally called on 09/03/2013 and spoke with Jennifer – I informed her that I was trying to find ways to lower my phone & internet bill and make sure I have a viable service for internet use because I work from home, I ask for quotes for basic service and she quoted me a price of $129.99, I ask twice this includes everything – she said yes. I was informed that I would have an extra fee of $39.99 (one time) for a tech coming out to my house for set up of phone line and modem – but I received an email on 10/10/2013 at 1:06am stating that my bill is $365.91, I called and representative could not explain the bill to me, so I waited for paper bill to come to me, as I reviewed it this past Sunday, I called and spoke with Chelsea (ref #PRV) and I told her what was told to me on 09/03/2013 she told me the bill was for 2 months up front, I informed her that this is not what I agreed to and that I did not ask for the extra’s like HBO, I had HBO for over a month and did not know it until the bill came. I ask to speak with a supervisor – she put me on hold and came back stating her supervisor Diego was on another call and could he call me back so he can review my account, I ask how long – Chelsea said 24 hours (this conversation started at 2:10pm on Sunday) I told her fine. I ended work at 4pm and I did not get a callback from Diego, so I called in and spoke with Samantha – I retold my information, she said that Diego works in her call center but he is not in today so I ask for a Supervisor – she put me on hold twice, the 2nd time she ask could the Supervisor (Kendra) call me back – I stated no this needs to be handled now, Kendra finally answered the call, I informed her of what happen, she said that Diego is present but unavailable. With so much miscommunication I feel like I am now just being lied to so I will just hang up the phone, Kendra now decides to cut me off in the middle of me telling what the problem, she states that even if the agent misunderstood me that the lowest service they could offer is 129.99 package but still would have to pay $30 for boxes and $6.00 for modem so that would be $198 a month, I informed her that was very rude and being a Customer Service agent myself for more than 13 years she was being unprofessional, she interrupted again – not letting me finish, I then cut her off and informed her of this and that she needs to have someone adjust my account and have the agents go back over BASIC CUSTOMER CARE, I then disconnected the call. I did however, callback to make a complaint – I ask for an email address and the agent Henry said he would take this information, he put me on hold for a while and then said that my complaint has been submitted, I informed him that I will be expecting to hear back from someone who has authority to handle not only my bill but to reprimand all who was involved with handling this. If you are not the person to whom this is suppose respond, please forward my email to appropriate department asap. I would like a Manager to call me back to rectify this.

Unsatisfied Customer
Ms. Lawn Ya Hodge

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Ramos October 23, 2013 at 6:34 pm

Sounds too good to be true. …well they lied to you and me. And guess what they don’t care to give an explanation because they are full of more lies. No one has the decency to be honest anymore. Makes me sick to me stomach…

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Steve October 28, 2013 at 5:31 pm

So true!! Time Warner are a bunch deceitful people, incompetent! They’ll do and say anything, make you false promises and give you the consumer the round a round. I have never hated a company more than I do Time Warner. There should be a ban on these micro monopolies on cable services. We as consumers should have the right to choose the best provider as opposed to being stuck with a bunch of scam artists!! Need to write a letter to my elected officials and put a stop to this.

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erika knapp November 9, 2013 at 4:17 pm

I have had to call twc every week multiple times a week sense I ve have them and that’s olnly been two months ive been screamed at by service reps denied to be helped a man actually illegally disconnected my internet because I hung up on him for yelling at me. they alos stole money from my boyfriends bank account so I would take all cards off your account or they will start taking money also now they are satin my lsat bill only $25 was paid on it which I know is a lie and have proof of but they are now sayin they never took the 23 dollars from our account but my bank statements how otherwise. I am beyond fed up with twc and when I call today some ohow in a week when I only have there internet my bill is now 178 dollars

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Theresa Henderson October 9, 2013 at 5:34 pm

I have been trying since Saturday to suspend my service due to the death of my grandfather I was called out of town. On yesterday I spoke with a customer service rep. by the name of Huge we were on the phone for and hour as he explained to me to hold on several times to assure that my service will be suspended for nine months, the call was disconnected and I tried calling back several times and was advised that the system was down. I called several times today and no answer. This is a very stressful time for me as I am grieving the loss of my grandfather. I am not in town to use the services at this time, I would appreciated if this situation was handled immediately, I have continued to do my part and only would like for Time Warner to do there’s. I know that Time Warner is not the type of company to hire rule and intensive people to work for them. Thank you for your immediate attention in resolving this important situation.

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Daniel Wahl October 4, 2013 at 12:51 pm

Just letting Corporate Headquarters know your Sales Rep Kris who works at the Corporate offices was really helpful and had the best selling style I have experienced in a long time. He took care of me and helped me much more than any other rep I have dealt with. If your CEO did Undercover Boss and was with him throughout the day he would surely give him a promotion! Thanks Kris, it was great to do business with you today! Sincerely, Dan

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dave September 25, 2013 at 2:55 am

Dropping TWC next month, going to Verizon after 6 years with TWC. Packet loss, bad, here in Dallas area. So done.

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dave September 25, 2013 at 11:58 am
Mechelle September 19, 2013 at 4:02 pm

I ordered TWC service and cancelled before it was started becuase the technician did not show to install the service. When I called to cancel the service and to stop payment I received a cancellation # of 324989259. The agent that I spoke to assured me that the charge would be cancelled. Low and behold the charge still went through and I do not have service. I have called several times to get this issue resolved but I have not been successful. The customer service that I received from TWC was horrible. I have spent about five hours on the phone going around in circles being transferred to one department after another. I did speak with Roland in the billing department and his ID # is 485345 and he was not helpful at all. I spoke with a Rick who I believe to be posed as Roland’s supervisor who refused to give me his ID # or location and at one point when I asked to speak to his superior he told me NO and he was not going to transfer me to his supervisor until I let him finish speaking. Rick said the same thing over and over which I did not want to hear anymore since we were not getting closer to a resolution. After that ordeal I was transferred to a Danielle in the Zanesville office with the extension of 1235609. She gave me the run around and asked me to call my bank and get a RPPS Tracking code. Why should I have to go through all of this trouble to get a refund from your company and I never had service installed. Finally I spoke to Mrs Rutherford at the Office of the President and she assured me that someone from the Mid OH executive response team would be reaching out to me. I have yet to hear from them so I called back and spoke to Sam who was not helpful at all and was quite rude when I asked him questions. I have never had such a poor experience with any company. I left ATT Uversere, your competition, to give you a try becuase I was not satisfied with their service and now I feel as if I have jumped out of the coals into the fire. I will tell everyone that I know how I was treated and with social media that should not be hard to do. All I want is my money back. My account was debited why can’t you just return the charge. I am sure with your poor service no one will ever respond to this message or return my phone call. Oh I just wanted to add all this time that I have been calling TWC to get this issue resolved all I heard was a whole bunch of goofing around in the background; loud talking and laughing. This was very unprofessional. I do work in the Customer Service/Quality Assurance world and if any of my agents ever treated customers the way I was treated they would be terminiated. Respectfully, Unhappy and Dissatified Lost Customer

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nancy mcmahon September 16, 2013 at 10:20 pm

so WHY, if I have a digital TV and digital cable do I need to pay you extra money every month for a digital converter box? I thought that is why we all had to get new TV’s? seems like a scam to me. When I contacted customer service I got a bunch of scipted double talk about band width and broadcaster’s preference blah blah blah but can someone give me a straight answer? otherwise it just sounds like you want to charge for digital converter boxes for every TV a person has which defeats the purpose of buying a digital TV, doesnt it?

Reply

Robert Banister September 15, 2013 at 5:49 pm

09/15/13 @ 04:45pm – Checking my PathPingFile.txt located on my website,
http://www.carpatheous.com/PathPingFile.txt
and NOT A SINGLE PACKET LOSS has occurred since the Time Warner Guys came out and replaced the lines in my APARTMENT. Excellent.
Very impressed, now that I have had 24 hours to check my pathping results.
I only wish we could have identified the problem when I first started calling
TIME WARNER CABLE about my packet loss and timeouts, back on AUG 7th, 2013.
Its about time, and Very Good!!!

Reply

Robert Banister September 14, 2013 at 12:18 pm

0914/13 @ 11:08am – FINALLY, FINALLY, FINALLY… In all FAIRNESS to TIME WARNER CABLE, 8:00am got here, and a knock at the door. The TIME WARNER CABLE drop line guys showed up, and DROPPED a new line in my walls, although they put the wallplate on the NORTH WALL, instead of where is was, on the EAST WALL, but that is OK, so now I have a cable going around the floor at the wall, but this is acceptable for me.
It certainly appears that my PACKET LOSS ISSUE is resolved, but I won’t know anything DEFINITE for 24 hours, after running my PATHPING tests.
I have started my PATHPING ‘C’ program again, and I will be updating it as the day(s) progress, which keeps track of what is taking place with my service. This is the link:
http://www.carpatheous.com/PathPingFile.txt
I just uploaded this file, so it is still fresh.
I was nice to be woke up by a knock at the door, with THREE TECH, no less, ready to do work. I believe, after all my bitching and griping to NUMEROUS PEOPLE, all of this finally rolled down hill to the right people, a KEITH HAYES, FIELD TECHNICIAN supervisor, and he got these people to come out FIRST THING (I asked if I was the first ticket for today, and he said “yes”. This was a Supervisor Tech named THOMAS #1345, and he was VERY KNOWLEDGEABLE. Finally, someone I could count on, to resolve problems.
He also gave me another ARRIS MODEM, and he said it was NEW, out of the box (I watched him take it out of the BOX).
SO, if everything holds up with this EXTREME PACKAGE, I should be a HAPPY CAMPER once again, if I ever was really, a HAPPY CAMPER…
SO TO EVERYONE HAVING ISSUES, PERSISTANCE, I believe, is what got me results, and BITCHING AND GRIPING AT EVERYONE AT TIME WARNER CABLE I encountered!!!!!!
GOOD LUCK TO EVERYONE

Reply

Robert Banister September 13, 2013 at 11:05 pm

Oops, sorry the first lines in the program are as follows:
#include <time.h>
#include <stdio.h>
#include <stdlib.h>
#include <string.h>
#include <conio.h>

Reply

Robert Banister September 13, 2013 at 11:01 pm

NOW THERE WILL BE NO EXCUSE AS TO WHERE THE PROBLEM EXISTS.
I have written a program using the ‘C’ language that will prove my issues are where they exist. I am going to be continuously running this program for 24 hours, and I will post the results. This PATHPING command is what FROST@austin.rr.com suggested that I use to track down any issues and where they might be occurring in your network, or in the lines in my wall, or whatever. Time Warner, you will have no excuse, as to what is going on in my service when this program finishes running in 24 hours, and we will see what your answers are this time. NOW YOU HAVE NO EXCUSE!!!!!
//===================================================================
#include
#include
#include
#include
#include

FILE *PathPingFile_handle;
FILE *pathpingtest_handle;
long lSize;
char *buffer;
int result;

char str[50];
char tempstr[5000];
char tempstr1[5000];
char outputStr[100];

int l;

//====================================================================
void main(int argc, char *argv[])
{
// SPECIFY OUR TIME STRUCTURE
time_t mytime;

// START OUR LOOP HERE
LOOP:
// DECLARE mytime
mytime = time(NULL);

// PRINT THE CURRENT TIME FORMAT. EXAMPLE: TIME: Fri Sep 13 21:37:28 2013
printf(“TIME: %s\n”,ctime(&mytime));

// Display our message in the DOS window
printf(“Entering into LOOP\n”);

// Create our string for the pathping command and pipe it into pathpingtest.txt
// We are pinging Time Warner Cable server here, and piping the results into pathpingtest.txt
strcpy(outputStr, “pathping -q 100 -h 100 http://www.twc.com > C:\\Users\\trebor0926\\pathping\\pathpingtest.txt”);

// Display our command from above, in the DOS window
printf(“COMMAND: %s\n”,outputStr);

// Now execute the string from above, using the SYSTEM command
system(outputStr);

// Simply display “done” in the DOS window
printf(“done\n”);

// Now open our pathpingtest.txt file, so that we can write it into our APPENDED FILE, called PathPingFile.txt
pathpingtest_handle = fopen(“C:\\Users\\trebor0926\\pathping\\pathpingtest.txt”,”r”);

// If there was an error opening the file, then exit
if (pathpingtest_handle == NULL)
{
printf(“ERROR opening pathpingtest.txt in READ MODE\n”);
printf(“Press any key to continue “);
getch();
exit(0);
}
else
{
//===========================================
// THE MEAT OF THE PROGRAM
//===========================================
// GET SIZE OF FILE and then rewind it
fseek(pathpingtest_handle,0,SEEK_END);
lSize = ftell(pathpingtest_handle);
// POINT BACK TO THE BEGINNING OF THE FILE
rewind(pathpingtest_handle);

// ALLOCATE SPACE in our buffer called “buffer”
buffer = (char*) malloc(sizeof(char)*lSize);
// IF buffer is empty, then exit
if (buffer == NULL)
{
fputs(“Memory error”,stderr);
printf(“Press any key to continue “);
getch();
exit(2);
}
// NOW READ OUR FILE, STARTING FROM CHARACTER 1, to the END OF THE FILE (lSize)
fread(buffer,1,lSize,pathpingtest_handle);

// THE WHOLE FILE IS NOW LOADED INTO THE MEMORY BUFFER.
// SO WE WANT TO APPEND THIS BUFFER INTO OUR PATHPINGFILE.TXT

// Open the main file, to append all of our pathpingtest.txt files
PathPingFile_handle = fopen(“C:\\Users\\trebor0926\\pathping\\PathPingFile.txt”,”a”);

//=====================================================
// Now, write our file into PathPingFile.txt
//=====================================================
// First add a couple of carriage returns to the top of the file
fprintf(PathPingFile_handle, “\n\n”);
// Now, print out time format, to let everyone know what time this was done
fprintf(PathPingFile_handle, “TIME: %s\n”,ctime(&mytime));
// print another carriage return into the file
fprintf(PathPingFile_handle, “\n”);
// NOW PRINT OUR MEMORY (buffer), INTO THE HANDLE POINTED TO BY PathPingFile_handle
fputs(buffer,PathPingFile_handle);
// NOW CLOSE OUR HANDLE
fclose(PathPingFile_handle);
// FREE UP OUR BUFFER SO WE CAN DO IT AGAIN
free(buffer);

// LOOP BACK TO THE BEGINNING AND DO IT ALL AGAIN
goto LOOP;
}

}

Reply

Robert Banister September 13, 2013 at 5:33 pm

Now, the office of the president is telling me I am being belligerent.
Your ABSOLUTELY RIGHT I AM BEING belligerent. Someone with the COMPANY ID of AWW in the DISPATCH DEPARTMENT CANCELLED MY 1pm to 2pm appointment for today, but when I just did a PATHPING command this is what I am getting:
STILL MAJOR PACKET LOSS within the TIME WARNER CABLE BACKBONE:

TECH NO SHOW TODAY, when they called me yesterday and told me SOMEONE 18 yrs old must be present between 1pm and 2pm. I even moved the furniture away from the wall, just so the technician could get to the wall, and NO FRIGGIN SHOW and NO CALL.
WHY. Because some idiot in DISPATCH with the initials AWW said the problem was fixed. It is “NOT” figgin FIXED you morons. I have lost my patients with YOU BOZOS. EXTREME INCOMPETENCE and LIES, LIES, INCONVIENCE, and just plain STUPIDITY, not to mention ROOD, and accuse me of not knowing what I am talking about, when I prove to this company that the problem is in their BACKBONE, on top of a TIME WARNER tech named COURTNEY telling me that TIME WARNER CABLE in NORTH TEXAS does not want to spend the MONEY TO FIX PROBLEMS DOWN HERE…!!!
The next time a tech comes out here, your going on HIDDEN CAMERA, people, so I can post it on FACEBOOK and YOUTUBE.

Reply

Robert Banister September 13, 2013 at 3:51 pm

09/13/2013 @ 02:45pm – Well, here it is FRIDAY, and a tech was supposed to come out to my apartment, and drop a new line in my wall, according to a TIME WARNER EMPLOYEE TECH, named COURTNEY, but here it is 2:45pm on 9/13/13 and NO ONE CALLED OR SHOWED UP. I was on the phone 972-742-xxxx and they didnt even have this scheduled for me. So I am on the phone with a supervisor, and he didn’t know what is going on.
AGAIN, I HAVE BEEN DEALING WITH THIS PROBLEM SINCE AUGUST 7 PEOPLE.
Again, I was on the phone just now with the OFFICE OF THE PRESIDENT, and supposedly someone named PETE is going to get to the bottom of this problem of PACKET LOSS and TIME OUTS. Just this morning at 3:30am, my modem goes offline, and NO INTERNET. I am fed up with this CRAP called TIME WARNER CABLE.

Reply

Robert Banister September 12, 2013 at 10:49 am

09/12/13 @ 09:27am – Just an update as to what I am seeing on my ongoing PACKET LOSS issue (continuing from AUG 7). Now, I am supposed to have TWC come out tomorrow Friday, 09/13/13 (“anytime” during the day), and drop lines in my apartment walls, to resolve my issue. This is 35 days later, from the first time I complained about my packet loss and timeouts. I am a field technical support person for my company, and I suppose that I am suppose to put my life on hold, AGAIN, for another day, so that can pick and choose what time during the day they want to stop by and do this, because they will not give me a confirmed time that they want to do this. I already have a customer scheduled from 5pm to 9pm tomorrow evening, for me to go out and resolve a computer problem. If I do not get any more customers tomorrow, then perhaps I will be able to be in my apartment, when the tech finally decided to show up. ANYWAY, here is the latest report I am seeing on my PACKET LOSS issue… (Any by the way, when I tell TIME WARNER CABLE what I am seeing, they are complaining that my report is not valid because the report I am using is not valid because … well, I’m not sure why they are saying this). I have even done a PATHPING command, like a LEVEL 3 in Austin told me to do, and of course this guy in the OFFICE OF THE PRESIDENT tells me that I don’t know what I am talking about, and gives me an ATTITUDE about seeing the problem in the TIME WARNER BACKBONE…
So, here is the link to the report:
=====================================================================
http://www.hostmycalls.com/isptest/rp.html?Route=RP000101720130912043000&Project=PRO000004120130908090900&Jstart=9/12/2013%203:30:00%20AM&Jstop=9/12/2013%203:49:00%20AM&PName=76.186.221.83&Offset=-5
=====================================================================
This report is from this morning at 3:30am (Thursday, 9/12/2013 3:30:00 AM to Thursday, 9/12/2013 3:49:00 AM)… funny, I just happen to wake up this morning and tried to get on the internet, and my modem was completely OFFLINE too…
Look at HOP #14 (24.175.52.62_66.109.6.53)
This report shows the host name of:
agg11.dllatxl301r.texas.rr.com,
which is in the TIME WARNER NETWORK. Now, I don’t even understand what this IP ADDRESS IS SUPPOSED TO BE… 24.175.65.62_66.109.6.53…
This texas.rr.com is clearly part of Time Warner’s network, this texas.rr.com
Now, I do not claim to be an expert of engineering for laying cables for networks, I have only been a computer technical support person for 20 plus years, but in my understanding about networks, it appears to me that the hub or machine at this address is clearly having problems. Time Warner Cable insists that MY PACKET LOSS problem is because of the WIRING in my building, and I will find out tomorrow, after they finish dropping the NEW wiring in my walls, from the HUB outside my apartment, to my modem. BOY-OH-BOY, if I continue to have this PACKET LOSS problem occuring, after they have dropping this new line in my wall, we are going to be going ROUND AND ROUND on this.

Reply

Dave September 10, 2013 at 1:44 pm

Well I moved and followed the instructions on TV, called the number took the 99 dollar pacakage. Move went well but two days ago I get a bill for 294 dollars. TWC is charging me 162 a month for a bundle. Tried calling Billing, no help. Tried calling Customer Service, no help. Did the online chat, no help. Guess they need to pay for all the TV slots and no one has the authority to do anything about correcting there own mistake. What a shame.
I even tried calling Head Quarters, once I explane the problem they tell me this is not TWC.

Reply

Robert Banister September 10, 2013 at 12:11 pm

09/10/13 @ 10:45am
So, I end up CALLING the OFFICE OF THE PRESIDENT, and some guy that answered the phone, after I explained to him, that I am seeing, and have been seeing the problem in their BACKBONE NETWORK, and even have a video on YouTube proving this, gets an ATTITUDE with me, implying that I don’t know what I am talking about.
So, he says someone named PAVELA, is going to call me about this problem.
He said “DO I REMEMBER TALKING WITH SOMEONE NAMED PAVELA BEFORE?”. I said I do remember talking with someone named PAVELA several weeks ago about this issue.
33 days into this CRAP, and COUNTING… I have determined that I have a PART TIME JOB, calling, and emailing, TIME WARNER CABLE about this CRAP… LOL

Reply

Robert Banister September 10, 2013 at 12:13 pm

Maybe I should keep track of my hours, so they can pay me $25.00 an hour for my technical support work.

Reply

Robert Banister September 10, 2013 at 11:46 am

I think, again, I am going to file a complain with the FCC, again, and perhaps write my congressman, or congressmen, and anyone else I can complain to, about this problem, UNTIL TIME WARNER finally GETS OFF THEIR BUTTS, and gets an intelligent group of experts together, to figure out what, and why, this is happening to my service. For all I know, I might have been having problem just like this for two years plus now, with the TURBO PACKAGE. It was only when I upgraded to this EXTREME PACKAGE, that it really became noticeable.
Just tried to upload an attachment in Yahoo Webmail, but it did not happen.
Geezz, this TIME WARNER CABLE ISP Service SUCKS, BIG TIME.
If I had a customer, in my daily work activities (I am a tech, of all things), that had this service for an ISP, I would tell them they are a fool for keeping this company as their Internet Service Provider, and here I am, a tech, dealing with this for 33 days now. What an IDIOT I AM.

Reply

Robert Banister September 10, 2013 at 11:38 am

Now, we will see if anything gets done about my problem. Re-FILED a complaint with the Better Business Bureau about my problems with TIME WARNER CABLE…
http://dallas.app.bbb.org/complaint/view/91264203/c/36z86p
The first time I did this, some lady from their corporate office called me about this problem,
but STILL, I am dealing with this, 1 month and 3 days later… Geezz, I must be a sucker for their business, I guess. LOL
I bet I have been calling TIME WARNER CABLE everyday for 33 days now. I feel like an idiot, continuing to call DEAF EARS.

Reply

Robert Banister September 8, 2013 at 9:54 pm

09/08/13 @ 8:45pm: Okay, I just had a tech named COURTNEY come out (8:40pm), and he reset the modem, and thats it. He said he will communicate with his upper level people about my problems. He said that the soonest that anyone could replace the lines is 9/20/13. TODAY is 9/8/2013, so…, as long as I have been complaining about my problem (8/7/13), and they are just now deciding to REPLACE some lines. I explained to COURTNEY, that one of the IP ADDRESS is 74.125.48.65, and another one is 107.14.19.97, so what exactly is REPLACING THE LINES IN MY APARTMENT SUPPOSED TO DO, WHEN THESE HUBS AND/OR SERVERS IN YOUR NETWORK ARE TIMING OUT. Even if you replace the lines in my APARTMENT, the servers at these two addresses, are still going to be having problems.
WHAT THE HELL IS WRONG WITH YOU PEOPLE. I AM GIVING YOU CORRECT INFORMATION ABOUT THE PROBLEM, and “YOU” want to replace the lines in my APARTMENT. ARE YOU KIDDING. Why can’t you check out the machines at these two IP ADDRESSES I mentioned above, and fix those machines, instead of playijng around with my wires in my building. AGAIN… ARE YOU KIDDING. This tech COURTNEY says that you don’t want to PONY up money to resolve the problems. He said that it is nothing like MILWALKEE where he is from. He says down here, the service SUCKS.

Reply

Robert Banister September 8, 2013 at 3:00 pm

It is a shame that I have to do your JOBS FOR YOU, instead of YOU figuring out what your problem is. Perhaps you need to pay me for my time lost in dealing with hunting down the problems that are CLEARLY in your NETWORK.at the following IP ADDRESSES:
107.14.17.232
209.85.254.133
173.194.46.17
I have told numerous people in your TECH SUPPORT STAFF that these problems occur and it continues, and has continued since AUGUST 7, 2013, and you continue to bill me, and unless I CALL AND INSIST that the problem is not resolved, I will continue to get BILLED for this pathetic service. Perhaps you want to pay me $35/hr for my services, that I normally get paid, on the job…

Reply

Robert Banister September 8, 2013 at 2:53 pm

OKAY, TIME WARNER CABLE CORP OFFICE.
I have included a PATHPING test on your BLOG here. This should give you some insight as to where my problems are occurring, and you will note,that my problem is IN YOUR BACKBONE.
=====================================================================
I did these tests manually from a DOS command prompt
=====================================================================STARTED THIS TEST ON 09/08/13 around 12:45pm
=====================================================================Tracing route to http://www.google.com [173.194.46.17]
over a maximum of 100 hops:
0 Win7-PC.tx.rr.com [192.168.0.2]
1 192.168.0.1
2 cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
3 tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
4 tge0-9-0-5.crtntxjt01r.texas.rr.com [24.175.50.118]
5 agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
6 107.14.17.136
7 * ae0.pr1.dfw10.tbone.rr.com [107.14.17.232]
8 74.125.48.65
9 * * 72.14.233.67
10 209.85.240.79
11 dfw06s27-in-f17.1e100.net [173.194.46.17]

Computing statistics for 275 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Win7-PC.tx.rr.com [192.168.0.2]
0/ 100 = 0% |
1 0ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
0/ 100 = 0% |
2 23ms 0/ 100 = 0% 0/ 100 = 0% cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
0/ 100 = 0% |
3 22ms 0/ 100 = 0% 0/ 100 = 0% tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
0/ 100 = 0% |
4 23ms 0/ 100 = 0% 0/ 100 = 0% tge0-9-0-5.crtntxjt01r.texas.rr.com [24.175.50.118]
0/ 100 = 0% |
5 25ms 0/ 100 = 0% 0/ 100 = 0% agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
0/ 100 = 0% |
6 26ms 0/ 100 = 0% 0/ 100 = 0% 107.14.17.136
0/ 100 = 0% |
7 26ms 0/ 100 = 0% 0/ 100 = 0% ae0.pr1.dfw10.tbone.rr.com [107.14.17.232]
0/ 100 = 0% |
8 26ms 0/ 100 = 0% 0/ 100 = 0% 74.125.48.65
0/ 100 = 0% |
9 26ms 0/ 100 = 0% 0/ 100 = 0% 72.14.233.67
1/ 100 = 1% |
10 — 100/ 100 =100% 99/ 100 = 99% 209.85.240.79
0/ 100 = 0% |
11 23ms 1/ 100 = 1% 0/ 100 = 0% dfw06s27-in-f17.1e100.net [173.194.46.17]

Trace complete.
=====================================================================This test was done on 09/08/13 @ 1:05pm
=====================================================================Tracing route to http://www.google.com [173.194.115.19]
over a maximum of 100 hops:
0 Win7-PC.tx.rr.com [192.168.0.2]
1 192.168.0.1
2 cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
3 tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
4 tge0-9-0-2.dllatx1k-cr01.texas.rr.com [24.175.37.250]
5 agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
6 ae-8-0.cr0.dfw10.tbone.rr.com [66.109.6.52]
7 107.14.19.97
8 74.125.48.65
9 * 72.14.233.67
10 209.85.254.127
11 173.194.115.19

Computing statistics for 275 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Win7-PC.tx.rr.com [192.168.0.2]
0/ 100 = 0% |
1 5ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
0/ 100 = 0% |
2 51ms 0/ 100 = 0% 0/ 100 = 0% cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
0/ 100 = 0% |
3 44ms 0/ 100 = 0% 0/ 100 = 0% tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
0/ 100 = 0% |
4 46ms 0/ 100 = 0% 0/ 100 = 0% tge0-9-0-2.dllatx1k-cr01.texas.rr.com [24.175.37.250]
0/ 100 = 0% |
5 50ms 0/ 100 = 0% 0/ 100 = 0% agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
0/ 100 = 0% |
6 52ms 0/ 100 = 0% 0/ 100 = 0% ae-8-0.cr0.dfw10.tbone.rr.com [66.109.6.52]
0/ 100 = 0% |
7 46ms 1/ 100 = 1% 1/ 100 = 1% 107.14.19.97
0/ 100 = 0% |
8 52ms 1/ 100 = 1% 1/ 100 = 1% 74.125.48.65
0/ 100 = 0% |
9 59ms 1/ 100 = 1% 1/ 100 = 1% 72.14.233.67
0/ 100 = 0% |
10 — 100/ 100 =100% 100/ 100 =100% 209.85.254.127
0/ 100 = 0% |
11 53ms 0/ 100 = 0% 0/ 100 = 0% 173.194.115.19

Trace complete.
=====================================================================This test was done on 09/08/13 @ 1:09pm
=====================================================================Tracing route to http://www.google.com [173.194.115.82]
over a maximum of 100 hops:
0 Win7-PC.tx.rr.com [192.168.0.2]
1 192.168.0.1
2 cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
3 tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
4 tge0-9-0-3.dllatx1k-cr01.texas.rr.com [24.175.37.252]
5 agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
6 ae-8-0.cr0.dfw10.tbone.rr.com [66.109.6.52]
7 ae0.pr1.dfw10.tbone.rr.com [107.14.17.232]
8 74.125.48.65
9 72.14.233.67
10 209.85.254.133
11 173.194.115.82

Computing statistics for 275 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Win7-PC.tx.rr.com [192.168.0.2]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
0/ 100 = 0% |
2 22ms 0/ 100 = 0% 0/ 100 = 0% cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
0/ 100 = 0% |
3 26ms 0/ 100 = 0% 0/ 100 = 0% tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
0/ 100 = 0% |
4 25ms 0/ 100 = 0% 0/ 100 = 0% tge0-9-0-3.dllatx1k-cr01.texas.rr.com [24.175.37.252]
0/ 100 = 0% |
5 25ms 0/ 100 = 0% 0/ 100 = 0% agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
0/ 100 = 0% |
6 24ms 0/ 100 = 0% 0/ 100 = 0% ae-8-0.cr0.dfw10.tbone.rr.com [66.109.6.52]
0/ 100 = 0% |
7 25ms 0/ 100 = 0% 0/ 100 = 0% ae0.pr1.dfw10.tbone.rr.com [107.14.17.232]
0/ 100 = 0% |
8 29ms 0/ 100 = 0% 0/ 100 = 0% 74.125.48.65
0/ 100 = 0% |
9 26ms 0/ 100 = 0% 0/ 100 = 0% 72.14.233.67
0/ 100 = 0% |
10 — 100/ 100 =100% 100/ 100 =100% 209.85.254.133
0/ 100 = 0% |
11 23ms 0/ 100 = 0% 0/ 100 = 0% 173.194.115.82

Trace complete.
=====================================================================This test was done on 09/08/13 @ 1:15pm
=====================================================================Tracing route to http://www.google.com [74.125.227.145]
over a maximum of 100 hops:
0 Win7-PC.tx.rr.com [192.168.0.2]
1 192.168.0.1
2 cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
3 tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
4 tge0-9-0-2.dllatx1k-cr01.texas.rr.com [24.175.37.250]
5 agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
6 ae-8-0.cr0.dfw10.tbone.rr.com [66.109.6.52]
7 ae1.pr1.dfw10.tbone.rr.com [107.14.17.234]
8 74.125.48.65
9 72.14.233.67
10 216.239.43.187
11 dfw06s17-in-f17.1e100.net [74.125.227.145]

Computing statistics for 275 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Win7-PC.tx.rr.com [192.168.0.2]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
0/ 100 = 0% |
2 28ms 0/ 100 = 0% 0/ 100 = 0% cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
0/ 100 = 0% |
3 28ms 0/ 100 = 0% 0/ 100 = 0% tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
0/ 100 = 0% |
4 33ms 0/ 100 = 0% 0/ 100 = 0% tge0-9-0-2.dllatx1k-cr01.texas.rr.com [24.175.37.250]
0/ 100 = 0% |
5 35ms 0/ 100 = 0% 0/ 100 = 0% agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
0/ 100 = 0% |
6 35ms 0/ 100 = 0% 0/ 100 = 0% ae-8-0.cr0.dfw10.tbone.rr.com [66.109.6.52]
0/ 100 = 0% |
7 38ms 0/ 100 = 0% 0/ 100 = 0% ae1.pr1.dfw10.tbone.rr.com [107.14.17.234]
0/ 100 = 0% |
8 37ms 0/ 100 = 0% 0/ 100 = 0% 74.125.48.65
0/ 100 = 0% |
9 36ms 0/ 100 = 0% 0/ 100 = 0% 72.14.233.67
0/ 100 = 0% |
10 — 100/ 100 =100% 100/ 100 =100% 216.239.43.187
0/ 100 = 0% |
11 30ms 0/ 100 = 0% 0/ 100 = 0% dfw06s17-in-f17.1e100.net [74.125.227.145]

Trace complete.
=====================================================================This test was done on 09/08/13 @ 13:22:00
=====================================================================Tracing route to http://www.google.com [173.194.115.80]
over a maximum of 100 hops:
0 Win7-PC.tx.rr.com [192.168.0.2]
1 192.168.0.1
2 cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
3 tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
4 tge0-9-0-3.dllatx1k-cr01.texas.rr.com [24.175.37.252]
5 agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
6 107.14.17.136
7 ae1.pr1.dfw10.tbone.rr.com [107.14.17.234]
8 74.125.48.65
9 72.14.233.67
10 209.85.254.133
11 173.194.115.80

Computing statistics for 275 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Win7-PC.tx.rr.com [192.168.0.2]
0/ 100 = 0% |
1 7ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
0/ 100 = 0% |
2 29ms 0/ 100 = 0% 0/ 100 = 0% cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
0/ 100 = 0% |
3 26ms 0/ 100 = 0% 0/ 100 = 0% tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
0/ 100 = 0% |
4 29ms 0/ 100 = 0% 0/ 100 = 0% tge0-9-0-3.dllatx1k-cr01.texas.rr.com [24.175.37.252]
0/ 100 = 0% |
5 25ms 0/ 100 = 0% 0/ 100 = 0% agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
0/ 100 = 0% |
6 28ms 0/ 100 = 0% 0/ 100 = 0% 107.14.17.136
0/ 100 = 0% |
7 27ms 0/ 100 = 0% 0/ 100 = 0% ae1.pr1.dfw10.tbone.rr.com [107.14.17.234]
0/ 100 = 0% |
8 28ms 0/ 100 = 0% 0/ 100 = 0% 74.125.48.65
0/ 100 = 0% |
9 31ms 0/ 100 = 0% 0/ 100 = 0% 72.14.233.67
0/ 100 = 0% |
10 — 100/ 100 =100% 100/ 100 =100% 209.85.254.133
0/ 100 = 0% |
11 34ms 0/ 100 = 0% 0/ 100 = 0% 173.194.115.80

Trace complete.
=====================================================================This test was done on 09/08/13 @ 13:30pm
=====================================================================Tracing route to http://www.google.com [173.194.115.19]
over a maximum of 100 hops:
0 Win7-PC.tx.rr.com [192.168.0.2]
1 192.168.0.1
2 cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
3 tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
4 tge0-9-0-2.dllatx1k-cr01.texas.rr.com [24.175.37.250]
5 agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
6 ae-8-0.cr0.dfw10.tbone.rr.com [66.109.6.52]
7 * 107.14.19.97
8 74.125.48.65
9 * * *
Computing statistics for 200 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Win7-PC.tx.rr.com [192.168.0.2]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
0/ 100 = 0% |
2 24ms 0/ 100 = 0% 0/ 100 = 0% cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
0/ 100 = 0% |
3 25ms 0/ 100 = 0% 0/ 100 = 0% tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
0/ 100 = 0% |
4 25ms 0/ 100 = 0% 0/ 100 = 0% tge0-9-0-2.dllatx1k-cr01.texas.rr.com [24.175.37.250]
0/ 100 = 0% |
5 27ms 0/ 100 = 0% 0/ 100 = 0% agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
0/ 100 = 0% |
6 27ms 0/ 100 = 0% 0/ 100 = 0% ae-8-0.cr0.dfw10.tbone.rr.com [66.109.6.52]
0/ 100 = 0% |
7 26ms 0/ 100 = 0% 0/ 100 = 0% 107.14.19.97
0/ 100 = 0% |
8 27ms 0/ 100 = 0% 0/ 100 = 0% 74.125.48.65

Trace complete.
=====================================================================This test was done on 09/08/13 @ 13:36pm
=====================================================================Tracing route to http://www.google.com [74.125.227.52]
over a maximum of 100 hops:
0 Win7-PC.tx.rr.com [192.168.0.2]
1 192.168.0.1
2 cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
3 tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
4 tge0-9-0-5.crtntxjt01r.texas.rr.com [24.175.50.118]
5 agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
6 ae-4-0.cr0.dfw10.tbone.rr.com [66.109.6.88]
7 ae0.pr1.dfw10.tbone.rr.com [107.14.17.232]
8 * 74.125.48.65
9 * * *
Computing statistics for 200 seconds…
Source to Here This Node/Link
Hop RTT Lost/Sent = Pct Lost/Sent = Pct Address
0 Win7-PC.tx.rr.com [192.168.0.2]
0/ 100 = 0% |
1 1ms 0/ 100 = 0% 0/ 100 = 0% 192.168.0.1
0/ 100 = 0% |
2 116ms 0/ 100 = 0% 0/ 100 = 0% cpe-76-186-208-1.tx.res.rr.com [76.186.208.1]
0/ 100 = 0% |
3 116ms 0/ 100 = 0% 0/ 100 = 0% tge7-3.dllltx1901h.texas.rr.com [24.164.210.189]
0/ 100 = 0% |
4 120ms 0/ 100 = 0% 0/ 100 = 0% tge0-9-0-5.crtntxjt01r.texas.rr.com [24.175.50.118]
0/ 100 = 0% |
5 116ms 0/ 100 = 0% 0/ 100 = 0% agg21.dllatxl3-cr01.texas.rr.com [24.175.49.0]
0/ 100 = 0% |
6 114ms 0/ 100 = 0% 0/ 100 = 0% ae-4-0.cr0.dfw10.tbone.rr.com [66.109.6.88]
0/ 100 = 0% |
7 115ms 0/ 100 = 0% 0/ 100 = 0% ae0.pr1.dfw10.tbone.rr.com [107.14.17.232]
0/ 100 = 0% |
8 113ms 0/ 100 = 0% 0/ 100 = 0% 74.125.48.65

Trace complete.

Reply

Robert Banister September 8, 2013 at 1:29 pm

Here I am again, talking about my PACKET LOSS issue that started back on AUGUST 7th, when I upgraded to the EXTREME PACKAGE of 35mbps DOWN and 5mbps UP, and ever since then, I have had EXTREME PACKET LOSS, and TIME OUTS. I have talked to NUMEROUS TECHS (including LEVEL 3) about my issues, and yet, here it is a month and a day later, still no resolution on this crap. I talk to billing, and you have issued numerous credits, but something about my billing cycle is weird because my bill right now is $269, and August 17 I have to pay $170.00 to keep my service on. I only have TV and INTERNET. I got rid of the phone because it did not work properly. I do not know how long you people expect me to work at calling you on an on-going basis, because I have a fulltime job… I did not subscribe to your service because I wanted a fulltime job being a tech with you people. Your company has so much incompetence and down right ignorance with your tech department… I called your 972-742-5892, and after going thru all the recordings, I ended up getting DEAD AIR. ARE YOU KIDDING. You expect me to spend my life doing this crap ALL THE TIME??? I’m gonna change something, and if I have my way about it, it will be in your company, in regards to people getting fired. There is this dude named TERREN, who came to my apartment as a tech and we almost got into an argument, because, as A tech, I explained to him that the problem was in the TIME WARNER BACKBONE, and he insisted that it was, what he called the IPFLOOD settings in my ARRIS DG860 MODEM (192.168.0.1), under the firewall settings, and he was on the phone with his supervisor, and I told this supervisor that I wanted to speak to him, and he could not talk at this time, because he was in a class of some kind. So he was supposed to call me the next day, but that NEVER HAPPENED. So I called your dispatch people, and had them give him a call to contact me the next day, and do you know what he told me??? He said his wife was in an accident and he could not call me. I said “why did you not call your company, and have someone else contact me”. I waited and waited and waited, and no one ever showed up, and this is not a contractor, this was a TIME WARNER SUPERVISOR TECH.
This is only ONE EXPERIENCE. There are many more of these experiences, such as people giving me incorrect information, getting transferred to the wrong department, etc, etc, etc. One tech that came out, ran a coax cable from the hub outside of my apartment, thru my front door and connected it to the modem, to test something.
And YET, as of TODAY, SEPTEMBER 8th, I am STILL HAVING THE SAME ISSUES that started on AUGUST 7th. Perhaps, I should just not PAY MY BILL, and you will cut my service off, and I will be forced to go to a different ISP, and then I will see you in court and you can just explain to a judge why you can not deliver the service that I am suppose to be getting. I told you people, that if you want ot keep me as a happy customer, to give me your fastest internet service for free for a year, and apparently, this fell on DEAF EARS. Here is it a month and a day into this problem, and I am still in this chat, calling your so-called tech support (joke), and talking with LEVEL 3 techs about this SAME FRIGGIN ISSUES, you are going to force me to take you to court, if nothing else, for the reason that your service is a JOKE!!! REMEMBER MY NAME- ROBERT BANISTER. I’m sure this is not the LAST TIME I am going to be in this BLOG!!!

Reply

Steve Marcus September 5, 2013 at 12:35 pm

I received a letter from a Mr. Jeffery A. Hirsch offering me a reduced rate but above the rate I am currently paying. Mr. Hirsch’s supplied phone number connects me with customer service and they CANNOT connect me with Mr. Hirsch. He probably doesn’t exist. My simple question “Why are new customers treated better that customers of 20 years?” No one in a decision making position is available to talk with a customer. No wonder so many customers are leaving TWC.

Reply

Ilene September 4, 2013 at 11:19 am

Except for picking up dead rats, I can nit imagine a worse job than working customer service for Time Warner Cable.
Our bill went up, again. I thought I would give up one of the DVR boxes and go back to just cable. Two hours I stood on line at the Vestal Parkway location. I get home and discover they didn’t give me a power source. I call the local number, 607-798-8001, to talk to a very nice person in Coral Gables, Florida. I ask is there a local number, she gives it to me, and I speak to a nice fellow from Manila. I wanted to find out if there is a time that I won’t spend two hours on line. No, the branch doesn’t have a direct phone. Another two hours two days later, I get the thing home and all appears well. Then I get a snotty email that I am overdue on my bill. It can’t be, I handed a check to the first rep on day one. Sunday, I spoke with Jen from Portland, Maine. Thirty minutes later supposedly all is well and good. I checked my account today and there is still a fee outstanding for $18.50. I paid the amount because I am tired of standing on line, being on hold, and lied to that all is taken care of.

Time Warner Cable, you are in dire need of restructuring. Customer service needs to be redone. It needs to be accountable and local. You are fortunate to be a monopoly in terms of high speed internet. If and when there is an alternative, and they actually care about customer service, I will celebrate and subscribe in a heart beat.

Reply

Robert Banister September 8, 2013 at 1:42 pm

I totally agree with this getting another ISP. My service SUCKS bigtime. I am suppose to have NO PACKET LOSS what-so-ever, but yet, for a month, this goes on and on and on, intermittently, on a daily basis. I am on the phone over and over and over, like a fulltime job, and so, today, there is suppose to be a tech come out between 5pm and 9pm. so I have to put my life on hold while these SO CALLED TECH come to my apartment, and act like they are resolving my issues. I have a video on YOUTUBE showing that the problem is in the TIME WARNER BACKBONE, with the IP ADDRESSES of the problem, and still nothing is getting resolved. (and I am a tech for 25 plus years in the computer industry). I am beginning to think this is a personal issue, because of how I generally have been yelling at these people on the phone about “I WANT MY PROBLEM FIXED”. I guess the next step is to record a VIDEO of a call I am making to TIME WARNER, but I know it would be a call for over 2 hours long.
Time for a TIME WARNER CLASS ACTION LAWSUIT

Reply

Susan September 1, 2013 at 3:56 pm

When I returned to TWC from DirectTv, I was told by at least 5 customer service reps. that TWC offered Universal Sports network. OMG, they lied! After the transition had occurred and several more calls made to locate the channel, I was told SORRY! We don’t offer it. All my equipment was returned to DirectTv, I had changed my phone service and internet provider, so here I am stuck with TWC for 2 years. The price is great – but! So, TWC decided to offer an international sports channel to its premium sports package called BEin Sport. Thinking here was my chance, I signed up for it. This is the crappiest of crappy international sports broadcasting I have ever seen! And TWC has the audacity to charge for it! Universal Sports is offered free to cable and satellite providers and if I had to pay extra for it I gladly would. Get with the program TWC and offer your customers the best in programming – not the worst! If I had an option for other than dial-up internet and Fairpoint for phone i would return to DirectTV. At the end of my 2 year contract I most definitely will leave TWC. Oh yeah, and what’s with the ever increasing modem rental????????

Reply

Susan August 31, 2013 at 4:45 pm

I am writing this letter to document the reason I refuse to pay my current bill. I have Time Warner Internet Service and I am angry. My address is 624 Trail Lake Dr Richardson, TX. Billing Phone number is 972-231-XXXX. In May of 2013 your service technicians came to my street and installed a red cable in a box in my yard that runs across my yard and drive, across the drive way of the home located at 628 Trail Lake (resident do not even have Time warner Cable) to box located in their yard. It is now September and despite numerous phone calls to customer service no one has come and done anything with this line. I did not report a problem with my service until after this had been done.

This is a safety HAZARD. My neighbors at 628 are over 80 years old along with anyone including children who are playing could trip or fall over this line. I have to drive my cars over this line daily as we have front entry garage homes. Not to mention this is a huge eyesore. Numerous calls have been made to request that Time Warner correct this safety hazard and nothing has been done. I am transferred to the Customer Solutions Team and told the issue has been escalated but no one from your company has come out and resolved this Safety Hazard. I have been told by that team that this issue cannot be escalated any higher.

This is horrible customer service and I am on the verge of canceling my service, I know this will not address this situation, but at this point since Time Warner refuses to address this issue, I will feel comfortable disconnecting the line since it will have no potential impact on my service. Since Time Warner does not care of about addressing this concern, I don’t care about impacting other customer’s service on my block. At least the safety hazard will be taken care of. I am very disappointed with the lack of response that I receiving on this issue. If an accident occurs on my property where someone is injured I will take legal action against Time Warner because of your refusal to address this issue. It has been almost 3 months. I am also getting ready to blast every blog and internet site that no one should chose Time Warner Cable as option no matter how low the price because of the these safety concerns.

Reply

Robert Banister September 8, 2013 at 1:34 pm

Man oh man, I live near COIT and 190, and I am behind you 100%. This crap called TIME WARNER CABLE is in my area too, except I have the EXTREME PACKAGE and continue to get PACKET LOSS BIG TIME. I have heard about issues like yours, where the cable comes across the drive and yard, but that was with contractors with VERIZON. I did not know that the incompetence was with TIME WARNER CABLE too. It seems to me a CLASS ACTION LAWSUIT needs to go into effect, and just plain end TIME WARNER CABLE’s MONOPOLY on area’s

Reply

Heike McKelvey August 27, 2013 at 10:44 am

Just received an invoice yesterday and my bill went from $34.99 to $40.98 in a month. This is the second time an increase was done without prior warning in one year. The first time they just added the modem lease without telling me ahead of time. I still think it’s stupid to be paying for it. I tried to get my own modem only to be told time Warner wasn’t getting a signal from it and I had bought the one they specified on the phone. Then i find out it’s best to keep their modem, because if it’s faulty they will replace it. Now they say the modem lease has increased again, but it appears the internet cable has increased too. In my area I have no option but Verizon FIOS or Time Warner cable internet. WE’re stuck so to say. I will write a letter to B.B.B. All I want is advanced warning.

Reply

Robert Banister August 26, 2013 at 12:36 pm

MONDAY, AUG 26, 2013 @ 11:36am
Here I am back again, talking about my ISSUES again. Have had a MATT CHROME call me, a FIELD SUPERVISOR TECH, and he says he just got the information about my problem. ARE YOU KIDDING. I have been dealing with this issue since AUG 7th, talked to at least 20 techs, 4 or 5 of which have come to my apartment, had appts scheduled, but got either cancelled or rescheduled without my knowledge, and here it is AUG 26, and I am still dealing with the issue, and no one knows what is causing it. Several monitoring programs have been put on my traffic, but no one can figure it out. THIS IS TURNING INTO A FULLTIME JOB for me. And, I will bet my LEXUS that today, between 2:00pm and 4:00pm, when all this crap happens, it will rear its nasty head, and not be able to do any work on the Internet, until this evening, when it finally goes away for today, until tomorrow. Geezz, during this time, I can not even upload an attachment in YAHOO due to this packet loss and timing out, much less try to upload an INVOICE, scanned into the computer as a PNG, to my company in FLORIDA…

Reply

K. Wickham August 26, 2013 at 1:12 am

You can’t provide service involving CBS programming but you can run the same dumb-ass commercials over and over again, several times a day, day after day. You insult my inteligence with their stupidity. I have not seen tv commercials of late for any other similiar service provider. I would hazard a guess they don’t need to advertise because people are flocking to them in droves to get away from you! The only reason I signed up for your service is that when I rented the apt. I am in, the implication was that you had an exclusive in this complex. I am moving soon or I would have been done with you 3 weeks ago. You can rest assured once I am out of here I will never be a Time Warner Cable customer.

Reply

Robert Banister August 25, 2013 at 8:36 pm

I decided to create a video on this MAJOR PACKET LOSS and put it up on YOUTUBE.
http://www.youtube.com/watch?v=r50osnSYVvk&feature=youtu.be
Talk about FRUSTRATED!!!

Reply

William Isaac August 25, 2013 at 12:34 pm

I’ve received the absolute worst service imaginable. It all started when I attempted to setup up the service when your offshore representatives took my social security and credit number and then never setup my account. I should have known then that this Company has issues. When my account was finally setup a week later your tech showed over an hour beyond the 1pm – 5pm window asking for $130 before starting any work. I complied not thinking that the internet service would not be installed. Four hours later and after disconnecting my Direct TV leaving my wall jacks exposed, the tech stated that the signal would need to be boosted. My thought, he’s going to boost the signal. No, the tech left. Now I’m here out of $130 and no internet. A call to your customer service resulted in a work order for the next day 10am – 3pm. No show and no call. Another call to your customer service resulted in a work order from 3pm – 9pm. No show and no call. Another call to your customer service extended the service call to 11pm. No show no call. Another call to your customer service resulted in a work order for today 8am-9am. No show and no call. I called this morning and now another work order for 1pm – 5pm. Your staff keeps saying how sorry they are and how they understand my frustration. However, it’s the third day of no service with me waiting for your techs for three days when they never show. On the first call when the tech was late I was offered $20. I’ve now requested a full reimburse my funds $130 and compensation for my three day loss. What kind of business are you running when you treat customers who haven’t even received service yet? I have sent emails to both CEO: Glenn A. Britt and
COO: Robert D. Marcus from your website.

Reply

Robert Banister August 25, 2013 at 11:59 am

08/25/2013 @ 10:55am CDT
Can you believe it. I just had a call from DINAH (866-837-0240) that just now scheduled a SENIOR TECH to come out today between 1:00pm and 5:00pm, because she is monitoring my issues, and says that it still does not look like my problem is resolved.
I can not believe that there are actually people in Time Warner Cable, that actually do their jobs… WOW
I think it is because I complained SOOOOO much to EVERYONE at Time Warner Cable, that someone actually heard my issues. I AM IMPRESSED NOW…
I told her I was SOOOOO THANKFUL to her for her follow up call, because she told me that she would not be back at work on Saturday, but she does come to work on Sunday, and she will call back and check out my service. WOW… She actually DID.
I had spoken with her several days ago about this problem, and here it is Sunday, and she is checking up on my service for me. CAN YOU BELIEVE IT? I can’t. WOW AWESOME.

Reply

Robert Banister August 26, 2013 at 12:58 pm

By the way, On Sunday morning, Dinah, in AUSTIN REPAIR, (very, very helpful), had scheduled a SENIOR TECH to come out from 1:00pm to 5:00pm that afternoon (yesterday), but the only person that showed up was a regular tech. The VERY first thng I asked him when he got here, was “ARE YOU ARE SENIOR TECH?”, and he said “NO”.
ARE YOU KIDDING ME… WHAT… HU??
DID I MISS SOMETHING HERE?
I guess that since not everyone is into computers like me (PASSIONATE), then TIME WARNER JUST “ASSUMES” that all their customers are just the TYPICAL END USER that knows nothing about computers. I am a tech for 25 plus years, PEOPLE!!!
I feel like I need to qualify each tech I talk with, with something like
HOW MANY LAYERS ARE IN THE OSI MODEL, and NAME THEM… LOL
I just know that NO ONE CAN NAME THEM…
Just FYI: Here they are on WIKIPEDIA: http://en.wikipedia.org/wiki/OSI_model
ANOTHER FYI: DINAH just called me from AUSTIN, and was asking me how things are going. This lady is a VERY AWESOME TECH. It is soooooo appreciated what her and Paul are doing for me. I will vote for here to become the next COO of Time Warner.

Reply

Robert Banister August 25, 2013 at 11:41 am

HERE IS AN ANSWER TO MOST OF OUR PROBLEMS WITH TIME WARNER CABLE.
File a complaint with the FCC. Website: http://www.fcc.gov/complaints
Here is a link to my complaint that I filed with the FCC, and I am willing to bet that I complaints get answered.
http://www.carpatheous.com/fccComplaint.png

GO AND DO THIS, AND LET’S GET TIME WARNER CABLE OFF THEIR ASS AND RESOLVE OUR ISSUES. I WOULD LIKE TO SEE 10,000 COMPLAINTS HIT THE FCC OFFICE. THIS IS THE “WE THE PEOPLE” POWER!!!

Reply

Robert Banister August 25, 2013 at 9:57 am

You can do your own PACKET LOSS test from the website: http://www.hostmycalls.com/tools/.
The report will be mailed to the address you specify, and will clearly show you where your problems are, in your ISP’s network.

You can also do a tracert from a DOS COMMAND PROMPT on your own computer by doing the following:
==============================================================================
1) Left click on Start
2) In the text box, key in the following: cmd and hit the enter key.
3) When the DOS window opens, key in the following:
tracert -h 100 google.com and hit enter
==============================================================================
tracert stands for TRACE ROUTE, and this program will show you all the servers, hubs and computers
that your packets take, to get to GOOGLE.COM.
the -h 100 is saying to do 100 hops to search for your target Google.com
WHEN using this command, you can also type
tracert /?
That’s tracert SLASH QUESTIONMARK
to see the syntax of all the parameters you can use.
================================================================
Once it is finished, you will be brought back to the command prompt, and you can
just press F3, and hit enter again, and the same command will be entered at the command prompt,
so you can see this again
==============================================================================
Of course, there is the PING test that you probably already know about. To do this test, you can
do the following:
==============================================================================
1) Left click on the START button
2) In the text box, key in the following: cmd and hit the enter key.
3) When the DOS window opens, key in the following:
ping -n 1000 google.com
==============================================================================
This command, PING, is simply sending out a packet to GOOGLE.COM, and the google.com
computer will respond back to your CMD WINDOW with something like
Reply from 74.125.227.39: bytes=32 time=12ms TTL-52
This means that the google computer at IPADDRESS 74.125.227.39 is responding back to you
with 32 bytes of data, and it took 12 milliseconds to come back and the TTL=52 means TIME TO LIVE
and that this packet being sent back will only live for 52 milliseconds.
================================================================================
These commands are typically used with technicians to make sure the network is alive and talking to other computers on the web. IF ANY of your responses come back saying TIMED OUT, then, there is a problem getting to a GOOGLE.COM because a computer or hub along the route, in the web, getting to GOOGLE.COM was down, or having problems.
===============================================================================
It seems that SINCE I have been complaining to the correct departments in TIME WARNER, I am finally getting some action from TIME WARNER. I filed a complaint on the Better Business Bureau AGAINST
TIME WARNER, and I had a LADY in the CORPORATE OFFICE of TIME WARNER call me, and I read her the RIOT ACT about all the problems I have been having. I also go a hold of a LEVEL 3 technician in EL PASO TEXAS, and he completely understood, and SAW the problem I was having WITH IN the TIME WARNER BACKBONE, and AGREED that I DID, in fact, have a problem and that it was on their end. He agreed to have a MONITORING TEST placed on my service, so that he could MONITOR what was taking place. But he said that when he worked in the CORPORATE OFFICE as a tech, he has seen packet that would jump from one backbone to another backbone, and they just had to make some type of adjustment within their network to resolve the problem.
SO MAYBE my woes are over. All of this took place when I decided to switch from their
TURBO PACKAGE (22mbps DOWN/ 1.5mbps UP) to their
EXTREME PACKAGE (35mbps DOWN / 5mbps UP).
But, I am constantly monitoring this network with the HOST MY CALLS website to see what is continuously going on with PACKET LOSS and DELAYS on my service.

Reply

Jim Tucker August 22, 2013 at 4:54 pm

I understand you are in talks w/ Al Jazeera America to broadcast their channel. Please confirm or deny. I understand from the office of the President at TWC that you “do not have a contract with them at this time.” Ms. Rutherford could not tell me whether you intend to pursue a relationship with AJAM.

IF you choose to broadcast that channel, I am cancelling my planned switch to TWC from ATT-Uverse, as they have backed out of their relationship, and that was the reason for my switching providers to TWC. Further, I will mount an effort to boycott TWC and encourage my very large contingent of family & friends to move away from TWC as well.

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Linda Spears August 22, 2013 at 12:39 pm

August 21, 2013

To Customer Service Liaison,

I was told by a Customer Service Representative that the best way to settle my problem was to go directly to the Time Warner Office in San Diego. This would cost me a huge amount of my work day and money. To me that was an unsatisfactory response.
I have been trying for two days straight to get a Customer Solutions or Service Representative to help me!
I can only call in the evening from 6:00 pm to 8:00 pm. I keep getting transferred to another entity that no one answers. I’m put on hold until I get so frustrated that I have to hang up.
The last call I made to Customer Solutions was Monday 8/19/13. The only solution that I received was to be ON HOLD for exactly 1 hour and 1 minute until I was so furious that I had to hang up! I made the call at 6:10 p.m. and did not hang up until 7:11 p.m.!
The Customer Service Rep also kept checking back to me to see if I was still holding for Customer Solutions. At each time, I made sure she knew how many minutes I had been on the phone. She actually asked me to hold “a little bit longer” so that I would lose my place in line for an answer. (Amazing!)
I would have paid the bill with the Customer Service Rep. but wanted to change my service bundle. My bill increased $43.00 and was not warned this was going to happen and I just cannot pay $136.98 each month on my limited income.
So I need help reducing the TV channels, DVR component or Something to lower my bill!
So NOW I have to take off work, of which I am only part time, to go to the office to settle this issue!
I will probably just change services since I’m not receiving any help!
Worst Customer Service I have ever experienced! I have been with TWC for many years but I’m ready to go with another company now.
I am going to forward this e-mail on to your Corporate Office so that they are aware of how customers are treated.
Respectfully,
Linda Spears

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Robert Banister August 22, 2013 at 10:49 am

I actually called the (212) 364-8200 listed on this website, and it was Customer Service For The Office Of The President. After explaining my problem, this person said that he would create a report that would get sent to the Executive in the North Texas area, to look into why I am getting PACKET LOSS, ranging from 6% to 100%. I ran across a program on the Internet (http://www.hostmycalls.com/tools/), that actually shows the packet loss is occurring within the Time Warner Cable server network. This website generates a report that can be sent to your email, with a link to a page showing you the actually problems you are having with your ISP. NICE!!!

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Robert Banister August 21, 2013 at 8:44 pm

I think what we need to do is file a CLASS ACTION LAWSUIT against TIME WARNER CABLE. If any of you are interested, email me at robXXXXXXXX@yahoo.com

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Robert Banister August 21, 2013 at 9:14 pm

I think what we need is a CLASS ACTION LAWSUIT against TIME WARNER CABLE.
My email address is (and I am adding dots in between each character of the email address
r.o.b.t.b.a.n.i.s.t.e.r.@.y.a.h.o.o[dot]c.o.m

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Robert Banister August 21, 2013 at 8:38 pm

I have been, for two weeks now, been dealing with IMCOMPETENCE with your techs and company.
My acct is my phone number. If you look at the ticket, I upgraded my service from TURBO to EXTREME,
and have had CONTINUOUS PACKET LOSS problems. I had a tech come out today, and he thought he resolved
the problem, but no… so I called back to have a supervisor tech come out today, but it got
rescheduled for TOMORROW from 11:00 to 12:00, but I have to go work on a computer tomorrow,
that is why I scheduled the appt today, and tried to have a supervisor tech come out today.
So, in TWO WEEKS I have been on the phone 6 times now for 2 hours each call, trying to get
this packet loss resovled, but “NO ONE SEEMS TO KNOW WHAT THE PROBLEMS IS”. I seem to think
it is from your HUB to my building. I have swapped this ARRIS modem twice myself, and the
tech swapped out the modem too, but during the time he was out here, your tech on the phone
call I made to your TECHNICAL SUPPORT, told me he is seeing 0%, 16%, 64% packet loss (intermittent).
I called and spoke with a LEVEL 3 tech the other day, and he saw 100% packet loss (REF CASE #: 15095803).
I also talked with another LEVEL 1 tech the other day, and she said that she see’s
that the modem is OFFLINE, but then she said it came back on line. I talked with a
supervisor named JOSH (ID:BAP), who scheduled the tech today, and he said he would
call me back to make sure the tech got here, but he never called. I also called your
complaint department, but after being on hold for 10 to 15 minutes, they hung up on me,
and never called back, and she had my cell phone number because I gave it to her.
I am about ready to SUE you people because of the time I have spent on the phone,
my time going to your time warner building and swapping out modems, frustration,
and the incompetence of telling me that a SUPERVISOR tech would be coming out.
I started calling you guys at 1:00pm today, and when it got to be 6:30pm today,
the person on the phone (LINDA : Supervisor) said that because it was after 5:00pm,
they could not get a SUPERVISOR TECH OUT HERE. She said that the appt was not cancelled,
it was just set up for tomorrow. NO ONE EVER TALKED TO ME ABOUT SETTING AN APPT FOR TOMORROW.
I have a customer I have to go work on a computer tomorrow, and I would not
have scheduled an appt tomorrow. THEN, there was the issue of your SO-CALLED
SUPERVISOR at your TIME WARNER BUILDING IN PLANO COLLIN CREEK MALL named QUINTIN CADE
who told me he was the supervisor, and he was just down right rude, because I said
I am going to remain calm, and he said he would too. Isn’t that suppose to happen anyway?
I told him that I guess to get my problem resolved, I would have to take TIME WARNER TO COURT,
and he said well go ahead and do that. I have every right to do that…
INSTEAD OF TRYING TO HELP ME GET ME PROBLEM RESOLVED. I am SOOOOO VERY PISSED OFF WITH
YOUR COMPANY that I am seriously thinking about sueing you because I have to
upload documents to my company, and it takes me about 10 trys before the document
finally can get uploaded. My company sent me a couple of emails because the policy
is that I have to upload the invoices and anything else 24 hours after working on a
computer, but everytime I try, in the last two weeks mind you, their website is either down,
or will not upload documents to their website. I actually called my company dispatch,
and asked them about their website being down, and the dispatch put me on hold, and
checked his supervisors computer and another one, and came back on the phone, and
said it is not down. i told him “then the problem must be on my end”, and that is
when I started calling your technical support, and everyone telling me that I have
SERIOUS PACKET LOSS.
In my 25 years of technical support, I have never seen incompetence, BAD SERVICE,
stupidity on the phone, and allowed myself to be angry over computer problems EVER,
until now, because your incompetence is keeping me from doing my job, and this
is the last time I am going to be dealing with this problem, and I will just let a
JUDGE determine what is going on here, and resolve it this way. Tomorrow, when
this tech gets out here to my apartment, I do not understand how, if two techs
have already been out here, and do not know why I am continuing to get this
PACKET LOSS problem, how you are expecting to have this problem resolved before
I have to go to my customer’s computer for my company. But you can give it a try.
All I want is the problem resolved, like it was supposed to be resolved when I
started calling you guys TWO WEEKS AGO.

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Brooklynn Poe August 21, 2013 at 4:10 pm

This all took place on Aug 20. We have received the absolute worst service imaginable. It all started when our tech showed up asking for $93 and some change. We were never informed by our representative of our complex (Rob) that payment would be due at the time of the installation. When we asked what the payment was for, he didn’t have the slightest clue. He said he was sent to just ask for the money. We had a free installation coupon so it shouldn’t have been that but then after he made several phone calls he informs us that it is first month’s payment. The amount isn’t the issue it’s the fact that the tech told us he wo