Time Warner Cable

The absolute worst. Paying extra for «better» internet and there are outages multiple times a day. Call them and see what happens – nothing.

Really hard to describe all the issues I have had with them but I will sum it up in 3 points.
1) I have not gone 2 months in a row without having to call in during my 4 years with them.
2) First time I moved it took them almost 60 days to get my account working correctly.
3) Second time I moved they gave me a new account without notifying me which meant they changed my phone #, which I use for work, turned off my auto, so they turned off my service and forced me to get a new cable box after saying they would not, which interrupted my service.
I will summerize this way: there is no company I have ever dealt with that is as bad at what they do as Time Warner Cable.

Great service. Easy walk in on the weekend to set up wireless. There was no wait time and got everything taken care of and explained in less than 20 min.

The. Worst. TWC should be shut down. 2 hours one day, 2 hours a day later with so called customer service simply to get my mother’s service switched to her new address. Unbelievably bad all the way round.

Next time I move if Time Warner Cable (twc) is the only cable service available in the building, I will not sign a lease, I will not move in to a building that uses twc as the only cable service. Every negative comment I have heard over the years about twc I am now experiencing as a twc customer
A customer only because the building I moved to is wired for twc only. The
commercial that states twc has changed may be in name only. That should pretty much sum
up my review of twc.

Don’t be fooled by their rebranding scam and commercials claiming that TWC/​Spectrum is a new better company. The TWC brand was damaged beyond repair. Once the Charter deal is finalized, they will be called «Spectrum». It’s just a name change and nothing more.
SPECTRUM = TWC = SAME TERRIBLE SERVICE AT AN OUTRAGEOUS PRICE!
I have used their internet and tv service for a few years. When everything was initially installed, the cable box had to be replaced three times. There are video and audio glitches on a regular basis, especially on CNBC and AMC. I have complained about this several times over the past few years, and they have yet to resolve the issue. They tend to act like the problems are uncommon, then they blame the problem on the networks, but ultimately it is TWC’s responsibility to resolve the issue. In the meantime, they continue to increase prices and provide terrible service.
A few years ago, I opted to purchase a cable modem rather than lease one. I spent several hours of time with their technical support team. They couldn’t get my first modem to work and told me it was defective. I returned the modem and exchanged it for another one. The company I purchased it from told me there was nothing wrong with the modem but they accepted it anyways. The second modem also took several hours of time with their technical support and it wasn’t resolved until I was finally forwarded to their top tier technical support. This person did an excellent job and had my modem working in a few minutes. He acknowledged that the lower level tech support didn’t know what they were doing.
I have called a few times about replacing the cable box with Apple TV. It would save me $ 10/​mo on their poorly functional cable box. When I called the first time, I was transferred to 5 different people and each one gave me a slightly different answer. One told me I could use Apple TV and return the cable box, but it was not their official policy. However, the last time I called, they denied this was true and said I could not replace the cable box with Apple TV. They do offer Roku but I tested this as and it didn’t work well because the TWC app doesn’t work well. Even for Apple TV the app only has two stars.
I cannot wait for Google or someone else to offer wireless broadband internet and tv service and put TWC out of business. It’s still a few years away but this is going to happen.
See the recent article on reCode.
This is an outstanding article about a new wireless broadband technology called pCell that Google will soon be using. It will allow us to eventually eliminate TWC and the equally annoying wireless carriers (AT&T, Verizon, etc.)

they only care about new customers. As per existing customers, your plan will always suck. I have spend all of Saturday on the phone and on hold. They have made changes to my plan without asking me. Stay far far away.

Don’t be fooled by their rebranding scam. The TWC brand was damaged beyond repair. Once the Charter deal is finalized, they will be called «Spectrum».
SPECTRUM = TWC = SAME TERRIBLE SERVICE AT AN OUTRAGEOUS PRICE!
Absolutely horrible! I have had their internet and tv service for a few years. When everything was initially installed, the cable box had to be replaced three times. There are video and audio glitches on a regular basis, especially on CNBC and AMC. I have complained about this several times over the past few years, and they have yet to resolve the issue. They tend to act like the problems are uncommon, then they blame the problem on the networks, but ultimately it is TWC’s responsibility to resolve the issue. In the meantime, they continue to increase prices and provide terrible service.
I have called a few times about replacing the cable box with Apple TV. It would save me $ 10/​mo on their poorly functional cable box. When I called the first time, I was transferred to 5 different people and each one gave me a slightly different answer. One told me I could use Apple TV and return the cable box, but it was not their official policy. However, the last time I called, they denied this was true and said I could not replace the cable box with Apple TV. They do offer Roku but I tested this as and it didn’t work well because the TWC app doesn’t work well. Even for Apple TV the app only has two stars.
Don’t believe their new commercials where they claim TWC has changed for the better. These are completely false advertising. TWC is as terrible as ever!
I cannot wait for Google or someone else to offer wireless broadband internet and tv service and put TWC out of business. It’s still a few years away but this is going to happen. See the recent article on reCode.

Just as bad as the UES location. The absolute worst customer service I think I have ever experienced dealing with! Fully incompetent & they have no problems quoting low ball fees that are about half of what the bill turns out to be. Repeatedly provide wrong service as well as incorrect billing. Good luck getting any assistance – it will be an hour of ‘the run around’ & shuffle b/​w so called representatives. They do not have the monopoly… luckily in most areas there are other options! So far, RCN is far better option with higher wireless speed, more channels for LESS $!!
Save your self a huge headache, DO NOT WASTE YOUR TIME. Seek other service!

I pay for their fastest package and it still freezes and kicks out all the time. I can barley stream on my TV after 8pm. I will definitely be switching providers.

Can I give negative stars? Worst provider ever! Terrible service and even worse customer service. Everyone in our building is counting the days until Fios installation is complete!

You can’t ship cable boxes or modems back like with Verizon or any other cable service, but instead have to come in person (which would be fine if their was a drop off box of sorts but why make it easy?) You have to wait on line over an hour to return a f’n cable box with a unique serial number on it… seems like the most inefficient way to conduct business. Horrible customer service, horrible business model, overpriced, and just basically hell.

Negative five stars. lol
As we all know, there ‘ain’t’ much choice for most NYers. It’s either RCN or TWC. Which is the lesser of two evils? I suspect they are pretty much equal, which is why I’ve remained with TWC for as long as I can remember. Better to stick with the devil you know than the devil you don’t know, as they say.
TWC has a monopoly, obviously, so little to no motivation to provide ‘true’ customer service. Their ‘customer service’ reps seem to be primarily based in the Philippines (you can tell by their clear, perfect English spoken in a robotic tone). Like in many offshore CS centers, these people generally have little to no technical knowledge, nor any power in getting any real changes implemented for you. They read from their little manuals, will often send a ‘reboot’ to your modem (the classic ‘fix all’ ploy for when you are having internet connectivity issues) but yet often don’t understand the root of your problem. And then the very next day you must call yet again for another ‘reboot’ of your modem.
Requests to speak to a supervisor are of course met with the classic stall technique of ‘and may I ask what you want to speak to a supervisor about?’ I’ve since learned to simply say ‘no’. lol (That always stymies them and they have no clue how to respond to that one!!) You can then be on hold for another ten minutes for the ‘supervisor’.
As a side note, I also get the strong sense that you can get an overall different CS experience depending on which ‘arm’ of TWC you are dealing with. There are the technicians themselves who come to your home either to install and/​or fix an ongoing issue. I’ve found these guys overall to be the most professional and knowledgeable. Then there’s the offshore CS centers where you are imprisoned in an endless phone tree, forced to deal with reps who, while nice, dilly dally with all kinds of pointless niceties and are just reading from a manual. And then there are the local TWC centers throughout NYC, where customer service seems to vary from location to location and likely depends much on the Manager of that particular center.
One time after a recent move to a new apartment, the TWC guy accidentally left a spare brand-​new modem in my apartment. I hate to waste things, especially electronics, so I called TWC to inform them, and so they could arrange for a rep to come back out and take back the extra modem. Their response? ‘Oh don’t worry about it… you can just keep it.’ But I didn’t WANT to keep it. The last thing I need is another piece of crap in my apartment. So I decided I’d bring it to the nearest TWC center and drop it off.
At the time, that nearest center was in the UWS… on Bway maybe in the 70s or something? I went on a weekday mid-afternoon…figured that would be a good time to go. The line was longer than the freaking post office, and there was no sign of the line moving anywhere anytime soon. I think there was a rep standing near the door, and I indicated that I was simply there to drop off a spare modem that TWC had left in my apartment. He told me I’d have to ‘wait in the line’. ‘You’re joking, right??!” I thought. Here I am, doing YOU a favor, and you expect ME to wait in your stupid ass line? I turned around to leave, and as I passed through the entryway, deposited the spare modem on the floor and went on my merry way.
I could go on and on but simply put, TWC sucks. I of course don’t fault the CS reps. They are simply pawns… victims just like us customers, of the TWC management whose sole focus is the bottom line. It’s all about maximizing profit. Irritated customers like myself may take it out on the CS reps, but in the end we are all the same… all victims of TWC. We should never take it out on the reps, but rather, send letters to TWC management to complain. Grumbles to CS reps or a supervisor will never trickle up to the top.
‘Melinda’ and ‘John’ (based on their titles) seem the most appropriate people for us residetial clients to write to…

This is an update of a previous review. Although I had a ridiculous time trying to get the $ 300 gift card promo owed to me, I have to report that today I received the card in the mail. After posting originally, I was contacted by two parts of TWC. The customer service representative from the «Agency Response Team» I dealt with (Mrs. George) was very pleasant and she gave me a direct number to speak with her after our initial contact. It was a good thing she did as I needed to contact her two more times to because of conflicting information about what was needed to get the code and redeem the promo card. It should not be so difficult to get what I was owed but at least it finally came through!

I HATE THEM! I can’t believe they are still in business with the crummy service they provide. I would go without television if they were the only option.

Customer service at its worst.
I provided payment via my bank’s Bill Pay option — which I have done for years — and though I received a confirmation that TWC cashed the payment, TWC kept sending me a bill for the same amount. I faxed over the proof of payment not once, not twice, but 8 times. Over a month later, I am still trying to rectify the issue.
Word of advice: be prepared to call them everyday to check-​up on status. Nobody there moves at any deliberate speed.

Once again, an appalling interaction with their customer service team.
I called about a bill increase that I had not agreed to, nor had received any type of notice for, and was told that yeah, sorry, they should have told me, but I was lucky to be paying the new increased rate because they COULD be charging me more, so I was really SAVING money. The insult to my (and all their customers’) intelligence and the utter apathy towards the people who are responsible for their revenues is disgusting.
If you can go anywhere else, please do. I certainly would if they weren’t the only company my landlord will have the building wired for. Can’t think of a single reason why they are worth the borderline criminal business practices.

NOPE. If you ever get suckered into a phone/​cable/​internet package and then realize you only watch a few channels and never use the phone and your internet isn’t as high speed as they advertise, good luck trying to get your «package» downgraded. They deliberately and nakedly make it very difficult to downgrade what you pay for. Their budgets are based on people being too busy to demand they act like decent human beings. And the fees are deceptive. I thought I was getting service for $ 89.99 a month but it’s actually closer to $ 130 after taxes and fees. Don’t use Time Warner unless you absolutely have to!

TWC moved west, and it really does look like they upgraded. It’s a much nicer space, and they have a ticketed system that makes it WAY easier to tell when it’s your turn and where to go. The waiting area is very loungey, and the customer service area is all standing desks, which I guess may help people get out quicker? Who knows. I was here exchanging a modem, and the person who helped me was helpful and nice, which is the opposite of some TWC experiences I’ve had. There was a very specific problem on my account that he couldn’t fix, but I chalk that up to an incompetent rep I had previously, which has no bearing on my experience in the store.

Don’t. Just don’t. I wish I could give negative stars. They keep shutting off our internet saying someone is downloading copyrighted material. WHICH IS NOT HAPPENING!!! Customer service could CARE LESS about the inconvenience for us to reset our whole internet system. They were rude and refused to give the name of any supervisor. This has happened to a few other people I know.
And if you’re thinking about cable, it’s no better. Cancelling my account stat!

Worst and the dumbest customer service ever. Out of Internet for days and they just lie to you and waste your time making you expel in the same story over and over. Verizon was sooooo much better and I’m stuck with this crappy company

Absolutely THE worst customer service of any small, large, public or private company I have ever dealt with. If it didn’t actually happen, it would be comical.

Just when I thought they were getting better:
It’s been a month now since I requested someone contact me BY EMAIL about account 815 010 005 211 879 customer 4215, and my lack of support, dissatisfaction, and disgruntlement about not only being charged as if there was no interruption in service, but in fact a LATE FEE on an «auto-​pay» account.
I am sure you have a recording of the conversation which initiated the following, as well as the myriad conversations which preceded it, having access to the to one of the largest data processing networks the world has ever known;
**on reflection, with TW’s historical long memory for billing but short one for service, perhaps you don’t have any records**
**and I have been outright lied to twice on the phone and twice live that the Time Warner billing system is incapable of making notations to the customer account, which if Time Warner employees believe become self fulfilling, so the possibility of there being no records is admittedly possible**
of course, you shouldn’t allow a competent managerial employee to make an annotation on the paper bill
In the interest of Time Warner, as one of the largest internet service providers in the world, with a virtual monopoly due to the physical presence of the cables, and its trying to maintain the popularly acknowledged online position of having the nicest employees empowered to offer the least satisfactory customer service for a major utility in North America, let me recap the highlights of my unanswered my service issues
**In pursuit of «If it Weren’t for Bad Service, I would have No Service at all»
let us begin with myself saying to rep, after I had established my frustration and apologized for taking it out on the first human with whom I was in contact:
«so, to recap and confirm, while I am trying to pay for is advertised as «up to 50MPS up/​5MPS down speed» there is nothing that states for your money you will:
«get an unstable signal as high as 66 and 6, as low as 10 and 2, and averaging 25 and 5,
which, despite the 3 times you have an electronic confirmation and/​or a customer service representative’s word as well as PDFs, your service will be cut off on the weekend;
on the weekend our automated service will insultingly state:
«due to YOUR non-​payment
(as opposed to OUR inability to collect the agreed upon monies needed to provide service as discussed), thereby requiring another afternoon or evening at the most inconvenient time possible, so that you will find even our automated service refuses to acknowledge the digit one «1» on your telephone, or you will wait on hold for an unconscionable amount of time to be told there is no problem, or you will be told absolutely the wrong information by a human being in midtown Manhattan, or our automated messaging will alert you to our operating hours then disconnect;
whereas you will regularly receive paper advertisements which the mailing costs alone would subsidize an upgrade to the next level of «service» despite my «paperless» status, those notices will not attempt to distinguish between «useless» paper advertising more services versus «important information about your account» which even the banking system has learned to print on their envelopes, despite providing your internet service;
will be cut off,
indicating that it is impossible to do what the telephone companies have been doing since the seventies and alerting the customer to service outages unless immediate payment is received,
the (attempted) consumer 4215, will have now have no service with which to provide the potential provider with payment;
once you, consumer 4215, connect, after great travail, by telephone, with one of the «informed» representatives, as opposed to the faceless drones who aren’t even provided with a summary of services that can be provided by TW,
you will then offer no communication, much less recompense, for service interrupted or time wasted,
except to have our automated service or a faceless uninformed drone contact you by telephone to fill out a customer satisfaction survey, as you specifically asked not be done, as opposed to online
if your intention was to provide opportunity to hone your customer’s frustration, sarcastic innuendo, and snarky vocabulary, you have succeeded;
has anyone pointed out that since Time Warner’s rates have gone up, the stability and overall speed of service has declined?
In the coming year’s Monty Award for perpetuating the absurd and refining the art of Socratic dialog distinguishing between contradiction and debate,
as well as the Kafka Award for most inventive life disturbing soul deadening socio-​bureaucratic incomprehensibility
you have my votes.
Trying for a Darwin, flying in the face of logic and abnegating continued profits next? then it is a good start on entering the play-​offs by your automated service, which midway through the process of trying to pay TW, CUT OFF THE LIVE REPRESENTATIVE THEREBY START

#timewarner #timewarnernyc #timewarnercable #twc #twcnyc I give –10 ratings to Time Warner cable service and professionalism on the scale of 1 to 10. Telephone and internet service were down at our restaurant #tulsinyc for past 7 days and I was helpless and handicapped, left at #timewarner cable service’ mercy and they didn’t care a bit to fix the issue. Today is 8^th day and problem is not resolved yet. I am losing almost $ 2500 business per day. Hey #timewarnercable will you pay the compensation? I hope this message reaches to all on this platform and other social media and request others who had similar issues with them to join the bandwagon and let this be heard by this corporate money hungry idiots. Let’s send them back to courtesy, great service and professionalism school. It’s back to school time for #twcnyc #timewarnercable and other unprofessional corporate giants.

Went for help on service and credit issues at their store and no help or professionalism. They said to call and wait for the other team. Spoke to a Supervisor Helen and still couldn’t fix any issues. What happened to this company?! All they provide now is Poor signals, bad equipment, TV service and Internet interruptions, and the cherry on top is customer reps who don’t want to help or deal with you.

After 4 years I’m jumping ship. This weekend was the blizzard so it was a time to stay home but surprise my cable an internet were out. After over an hour on the phone with 4 different people, today is Monday and I am still waiting. The issue was that I am moving on Thursday of this week, and so I called to schedule the transfer from one location to the other on the 11^th, and the move would be the 28^th. What they failed to tell me is that service gets shut off «days previous the move». It happen this Saturday, with the blizzard and the NFL games… so no cable or internet. So today I am walking my cable boxes and modem to the TWC store and I will be a Fios /​Verizon client from today.
I waked into the TimeWarner street location on 23^rd off Park Avenue and they were polite and did not question my cancellation as I returned my equipment — later yesterday (Monday 25^th) I get a call to reconfirm the move and service — I am personally going back to get something in writing that I no longer am a customer as if I cancel and return everything how can I get a call to schedule the service? Reading the issues some had with cancellation and disconnection — I am worried. BTW — Fios reps were great everything was settled by phone and Friday I will be connected (they could do it sooner, I couldn’t) and the kicker — the
Service plan I got from Fios is $ 117 with tax while for the same service I paid $ 247 at Time Warner.

After reading some of the other stories, I feel that I should add mine to the heap. Mine surrounds an attempt to move services to another apartment in the same neighborhood.
MOVE REQUEST: I first called about 3 weeks out from my move to confirm that TWC was available in the address I was moving to. The phone representative told me that TWC was available in my new apartment but that the system recognized the building as a slightly different address. The apartment building is large and the alternative address approximated the physical location so I didn’t question the representative and made arrangements to move my service.
ISSUE 1: The day of the move, I web-​chatted with a representative that told me that there was an issue with the move because I had failed to provide a service transfer date. That was untrue since providing a transfer date was the most integral part of requesting the transfer in the first place, which I clearly remembered doing 3 weeks earlier. I requested to speak to a manager who confirmed that I did in fact designate a transfer date, and he informed me that the service transfer will take place between 9am and 7pm.
ISSUE 2: I got home around 6:30pm and realized that the internet wasn’t available yet. I called a representative to ask when the internet would be turned on. She reiterated that the time period for the transfer is between 9am and 7pm. I ask, «Why can’t you just activate the service? My modem is hooked up in my new apartment; all that is required is for TWC to click the ‘on’ button.» She told me that she couldn’t do this and that I’ll have to wait until 7pm.
ISSUE 3: 7pm arrived, still no service. I called back, and a different representative told me there was an issue «porting» the modem to my new apartment, but that the department that handles porting issues closed at 7pm!!! As a result, I was out of luck for the evening, even though the very department that could’ve helped me with the purported issue closed exactly at the same time as the time my services were supposed to be on.
ISSUE 4: Next morning, I called to resolve the «porting» issue. (PS — every single time I contact TWC, I had to explain my situation and what had occurred to date… sooooo much time wasted!). A TWC tech told me that «porting» wasn’t my issue, and in fact, the issue was that services were still «on» in my old apartment. So the tech rep. proceeded to tell me that they couldn’t help me, and instead, I would have to deal with the transfer department again.
ISSUE 5: I called the «transfer department» who told me that the «real» issue is that no one in my new apartment unit has had TWC for the last 5 years, and they would have to send a tech out to reconnect my new apartment for TWC service. Unfortunately, the transfer department couldn’t schedule a tech, so she forwarded me back to customer service.
ISSUE 6: I contacted customer service to schedule a tech to come out to «reconnect» my apartment unit for TWC service. Amazingly, the customer service rep. told me that her computer system couldn’t identify the «alternative address» (see MOVE REQUEST above) as an address where TWC was available. I had officially come full circle – the «problem» they came up with related to the same question I asked over 3 weeks ago – my first question, in fact. I knew that they were wrong as others in the building had TWC, but at that point, I was done.
I hope you have better luck than I did. TWC is literally the least professional, least accountable, least reliable, and least understandable company in the country. Peer review magazines always confirm this fact. Use them at your own risk and peril.

I was told one policy on the chat then a different policy in the store. The rep totally discredited what the chat told me. The lesson is that we probably can’t trust their customer service through the
chat. Can we? If the chat is credible, can we trust this store?

This is my first review on Unilocal,ever. I’ve used Unilocal for 5 years. TWC customer service sucks so hard I am compelled to log in and give it a shit review. There is no other explanation other than the employees there undergo intense training in adopting the best act as a child-​like, unprofessional shitbird. This place sucks so hard if it weren’t built on a monumental bedrock of concrete and reinforced steel it would implode into the core of the earth from the sheer intensity of suck, only to ice the molten center of our world, destroying our gravitational magnetism in rotation and send us hurtling into the sun as we all endure a quick, inevitable heat death. Get Fios.

I had to close my account with Time Warner Cable because I moved to a building where another service provider was already included in the maintenance.
I closed my account on 12÷8÷2015, and was not instructed to do anything.
On 1÷18÷2016, a collection agency called me to tell me I owe money to Time Warner? While I never received a bill from them? The collection agency told me, it is for a modem I did not return, but when I closed the account, I was never told I had to return the modem!
I am not happy at all, first no instructions, then no bill, and now collection agency???

I have been a customer for over 20 years. The last couple of years they have increased the price for the same service. Now it is $ 50 more than I used to pay for exactly the same services. My cable TV hasn’t been working for 3 months. I called they told me my cable box is old. It is in fact less than a year old. I had 2 options. Bring it to the store and swap it out or pay again to have a new one delivered and then get the old one back to them. Today when I got my new bill… WOW! It’s $ 20 more for no reason. We are parting ways because I am shutting down the TV next week as soon as I can take the cable box back to the store. Yes, otherwise they will keep charging me or I can pay $ 29.95 to have the box picked up. TWC, I am done with you. BYE!
Update to my posting. As of ²⁄₂₀₁₅ TWC lowered my bill. I have the same exact services for $ 23 dollars more than my original sign up with them, but at least it’s not $ 61 more. It’s still expensive and I am considering other options. For now I have kept the service.

you need to learn customer service from RCN. I wish it were available
where i am now. looking forward to having FIOS.

Thank you for contacting Time Warner Cable. A representative will be with you shortly.
info: at 17:08:36
You are now chatting with Gerry.
info: at 17:08:36
** 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. **
Gerry: at 17:08:42
Hello!
You: at 17:09:17
Hello, I need a copy of the last month’s bill from our last address
You: at 17:09:22
but don’t see it online
Gerry: at 17:09:25
I understand you need bill for the account with X.
You: at 17:09:32
yes thanks
Gerry: at 17:09:59
Please help me with complete address so that it would help me to pull up previous account
You: at 17:10:13
XXXXXXXXXX
Gerry: at 17:10:50
May I know the zip code please?
You: at 17:10:55
10 024
Gerry: at 17:11:02
Thank you.
Gerry: at 17:12:33
Thank you for the information but I am unable to pull up the account. Please help me with the name on the account.
You: at 17:12:48
_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​_​
Gerry: at 17:13:07
Thank you.
Gerry: at 17:13:17
I have pulled up the account.
Gerry: at 17:13:26
I really appreciate your co-​operation.
Gerry: at 17:14:16
I have gone through the account and noticed that there is no due and the balance is $ 0.00 on the account. Every thing is adjusted.
You: at 17:14:33
that’s not the problem
You: at 17:14:37
I need copies of the bills
You: at 17:14:54
which always used to be available online
You: at 17:14:59
now they are gone
Gerry: at 17:15:13
I understand your point.
Gerry: at 17:15:35
Once the account is closed we cannot access online account as well.
Gerry: at 17:15:42
We have a solution for this.
Gerry: at 17:16:40
You can walk in to nearest TWC store and get the bill statements. I would have mailed the copies but for the former account we do not have option to mail the statements.
You: at 17:16:59
you’ve got to be kidding me
You: at 17:17:03
that’s not a solution
You: at 17:17:07
email me a copy
You: at 17:17:50
this is why everyone hates TWC
You: at 17:17:56
worst customer service ever
You: at 17:18:02
I can’t wait to switch to Fios
Agent is typing…

The lady in front to greets customers is a joke. She is so rude — she deserves to be fired. I get it, you have a bad day. But guess what, I worked in customer service as well and I would find myself unemployed if I gave that much attitude.
The store reminds me of an updated DMV. They take a bit of time before you are called but they have a board near the entrance that shows where you are in the queue. The rep who actually helped us though was very helpful and nice. They also have free Wifi while you wait.

TWC you suck I hate :’(:’(:’(:’(:’(
Where is my Wi-​Fi???
And for the TV your remote Control suck! Buttons don’t work!!! I curse so much then I cry when I’m trying to change channels or go on demand or use any stupid buttons cause it never work!
I do have to say I called for new remote control, the next day I got two brand-​new ones but they just don’t work!
NO Wi-​Fi NO remote control tell me what kind of life that is, SAD Life:(
And you cost more than Fios and Optimum!
I don’t have this problems with them!

How can it be that we received excellent service from Time Warner Cable in NYC? We were very relieved and impressed, since we were expecting the worst for out new installation of TWC service for Internet usage.
First, the customer service reps were very professional and helpful in setting up the appointment.
Then, we were sure that the cable guy would never appear or be very late but, amazingly, he came right on time!
Finally, the cable guy turned out to be very professional and did a fine job in hooking up our modem and router, and now we have much better wifi than we had before with ClearWifi (Sprint).
His name is Aleksandar Vukovic #903. We don’t know which office he works out of.

So TimeWarnerCable sent me a letter saying that they were, «thanking,» me for being a loyal customer by raising my rate from $ 118 last month to $ 140 this month. No advanced warning. (I actually got the bill with the higher rate before the notification letter telling me they were raising my rate.)
I called them just now and spent about 30 minutes on the phone with them trying to get my bill down. The rep was giving me no help, just kind of mumbling and not making any sense. I finally told him to cancel DVR service ($ 12.95) and an internet upgrade that they added to my bill this month without my asking ($ 20.00) to save myself $ 33 + related taxes. I ask him what the new amount that I will owe will be and the guy tells me that my bill for this month — the one that I have in my hand that says I owe $ 140.93 — is now instead, «only $ 181.81». (!!) I sh** you not.
I asked the guy how it could be that I just cancelled $ 33 in services and now my bill is not only NOT $ 33 cheape, r but is now $ 41 more expensive. He had no answer and just kept mumbling things. Finally, he says that I was getting a package deal and because I no longer have the package my bill is $ 181.81 I asked to speak to his boss, he told me the call center was closed. I told the guy to cancel my cable and he said, «Sorry, the people who can cancel your cable are gone for the day.» I said, «F**k you and the company you work for,» and hung up. (I wish I had been on a landline so that I could have smashed the receiver down. HARD. Hanging up on a cellphone doesn’t give enough satisfaction.)
This is after 15 years of extremely slow internet and random in-​person tech support. Every time a tech comes to my apartment they switch out the modem and tell me that that will fix the problem. One time I had a guy lay on my doorbell while I was on the phone with a client. I got off the call, opened my apartment door and yelled down, «Stop ringing my bell!» The guy left without even coming up. Oh, I could go on…
It should be illegal price gouging to raise someone cable bill from $ 118 to $ 181.81 in a month. One day — soon, I hope — they need to open the pipes to let every company use them. That will be the day TWC gets off their their collective lazy, incompetent asses and starts delivering competitive prices and competent customer service.

Does TWC Senior Management not understand or care about long term value of their shareholders?
Worst Internet tech support experience of all time today. We pay a premium for these folks and today was the first time we have needed tech support since we got them — in one word, «unccepatable»
1. First we get a guy in the Phillipines who was very nice and kept us on the phone over 10 minutes but was clueless and then passed us on to what we thought was someone in new York
2. Then we get the «worst» tech support ever from a guy whose accent is too thick to understand and worst of all with major attitude. I thought I was part of an SNL skit — Non-​English speaking time Warner tech support rep with a major attitude
3. Finally and after wasting most of my Monday morning, we get Neal in level 3 support out milltown? Ny that was the only person who actually knew the system, equipment and was what tech support supposed to be — Helpful. They should have him training and checking quality of all their tech support folks
I now understand why so many friends are leaving twc
I have been a long term brand loyal fan, but that ended today and going to evaluate other options.

There are no companies that I despise more than time warner cable. Their service in NYC is more than atrocious, and it is an insult to the institution of capitalism that no other companies can provide cable in most neighborhoods of this city.
I have never experienced Internet/​cable through time Warner that has been pleasant. Whether receiving the fewest hd channels, being victimized by incessant buffering, or getting overcharged for a terrible service, time warner never ceases to amaze with their lackluster performance.
I make a point to give either great or terrible reviews when deserved, and after living in misery with time warner cable for the past three years, it is time for them to receive yet another poor review to add to their 1.5 star rating.

(Edited to add: A tech came out (the one star is for the tech) after I had complained/​sent pics about my modem continuing to go out to TWC’s Twitter. The tech took one look at it and said Time Warner had stopped using that model 2 years ago. Guess what? They sent me the model to use 1 year ago. I expressed surprise at this and the tech said that sometimes the customer service techs have a disconnect from what’s actually going on in the field. I wish the company could just learn to communicate within themselves.)
Biggest piece of sh*t company I’ve ever had to employ (not my choice — I have NO OTHER CHOICE for internet). The modem constantly resets on its own (i.e., roughly 10 times a day). I’ve reported it, TAKEN PICTURES of the modem while it’s out, shared those with customer service, and been told that their «records» show that my modem is online. What in the actual fuck.
The SECOND I have a choice for internet, I am gone. If a company could get herpes, I hope it’s the most painful case ever for Time Warner.

After many years, we decided to attempt Time Warner for our internet provider, and once again they did what they do best! Nothing!
Years ago they had an issue if you used your internet that you paid a lot of money for on multiple computers. They would refuse to help. Then, they would set a big four hour window for them to arrive to fix it. So, a possible four hours on top of the time needed to work. I guess we have no lives ourselves. Two times, not once, but twice they scheduled a four hour window appointment and just did not show up at all, and did not give a crap when you called about that. One time they even did it on a Saturday after we canceled our plans for their last no show, to no show again.
Eventually my husband and I moved, and dealt with another internet company that we hated that broke down three times in three months. We finally got something else.
Unfortunately, that current internet provider will be closed for good in November. So, we figured it might be safer by now to try these guys again more than eight years later. I scheduled an appointment that was already a week later. The good thing is that the four hour window was now a one hour window.
Then I get a recording the night before reminding me of the appointment, how long it would take. (Am I the only one who thinks two hours to install internet only is a bit excessive?) and to call if I want to cancel or reschedule, or hang up if no action is required. Okay.
Then I get another call the next morning with the same thing. Okay again. No action required. Then once again once 3:00 hit. (My appointment was between 3−4pm.) I GET IT!!! Do you WANT me to cancel? Oh yeah, not to mention that they already charged me $ 118 a week ago for installation fees and first month.
So the guy does show up at 3:25, and I already had a weird feeling. He asked how I was, I said good and when I asked how he was he pretty much just shrugged and said «You know.» Okay…
He comes in, not very friendly at all, checks multiple areas, starts implying that it is not going to work. Asks if we have an attic. Nope. Wants to check our closets for wiring. We told him multiple times that we do not have wiring in our closets. He goes outside for quite some time.
He comes back, connects two of the three available cables, and says the lines are dead. He did not check one and he never checked the area where the internet was hooked up. He gives us some speech about how our cables are dead, and we need to reschedule and have our manager demand to our neighbors on each side to allow Time Warner in their home to look for some crawl space and connection so they can drag some wiring over to our home or some crap. Yeah, like that is going to fly with them. Besides, what the hell? I have never had this with other internet or television providers.
My feeling was that the guy was in a sour mood and just did not feel like working. As soon as my husband complained, he pretty much said «Sorry boss. Nothing I can do.» «Well that is the way it is boss.» and walks out!
WHAT…THE…HELL??? What the hell is with this company???
I was livid, called, and demanded and gave this damn story a million times to multiple people to get my damn money back. One lady wanted to send a supervisor to see if this was really the story with this guy or if he could get it to work, possibly another two hour window before he even shows up. This is BS. I have a confirmation number and I better get my damn money back pronto. Oh yeah, take it in two seconds but who knows when it can be credited back.
So I am still looking for a decent provider. Perhaps one who actually does their job.
Thanks again Time Warner for wasting my damn time.

If I can give zero stars I would. Not only for their lousy cable service but for their most annoying phone calls, as many as five after you initially report a problem.
Now I wont pretend to be anywhere near an expert (actually I know very little) about cable– but I do know that my tv shouldn’t change channels on its own. If I believed in ghosts I would think one has decided to invade my tv, or perhaps its just the spirit of my dear departed Uncle Albert, (he was such a funny guy) either way…
I reboot and the problem continued, so I call Time Warner who insisted I reboot once again, ok, I’ll play along. Nope, problem not resolved, so I ask them to send a tech and bring a new cable box. Appt is made and then a few hours later received a call that my box wasnt receivng a strong signal and they «remotely» fixed it and cancelled my appt.
Well a few weeks later repeat above scenario except this time I tell them them must come out and specifically tell them NOT to call me as a) I don’t want to take your survey about how crappy your service is and b) I want a new cable box.
A few hours later I get the first dreaded recorded call asking if I want to take their survey, I promptly hang up. Fast forward five hours later and some «special service high level grand poo-​pah» from TW’s tech team calls to tell me they ONCE AGAIN fixed my box remotely so no need to have a tech come out. Hold on there Sparky, fool me once…
Tech shoukd be arriving tomorrow– will keep you all updated. Maybe Dish Network should be my next call?