Time Warner Cable

Reviews 3

SC

Scott Godsey

First of all, I ONLY have internet service with TWC so I cant comment on the cable service. As far as the internet service itself is concerned it has been par with any provider that Ive had in the past. Basically works most of the time and generally at or near the speeds I was promised when I signed up. The root of my dissatisfying experience has been with their billing techniques. Ill begin by saying that I have TWC on an AUTOMATIC monthly payment that has NEVER been altered or late from my bank. About a year into my service my rate was raised and I was not aware of it. The result was that my account was becoming delinquent ~$15/mo. About 6 months of that and I began to receive automated phone calls saying my bill was "past due." I called customer service, explained my situation and that I wasnt interested in paying more for my internet service I would rather find another provider; after about 45 minutes, we agreed to split the difference. I paid half and TWC was going to reverse the remaining half of the outstanding balance. Albeit with a bitter taste in my mouth, I did pay what I agreed to pay TWC immediately. Since that time (5 months) I have been receiving automated phone calls telling me that my bill is past due. I have tried on 3 separate occasions to correct the problem. I usually give up 45-60 minutes into the attempt... like TWC, I have other things in my world that need attention, not just trying to correct their mistake. One one call I was actually LECTURED on the MATH instead of reasoned with regarding our previous agreement. I was beginning to "lose it" a little bit trying to communicate with that customer service representative that I thoroughly understood that $70-$40 = $30 but that TWC hadnt reversed the $30 as we agreed. Today, I have been on the phone for yet another hour and after explaining my situation 3 more times to 3 separate customer service reps the final rep tells me this: "I see that your payment is $39.95 and that your bill is $39.95 but I also see that your account is past due by $16.xx. Now I may not be able to do anything about your past due amount but I can assure you that your bill going forward is $39.95." TWC service is like talking to a brick wall. Today they are telling me that my bill is going up because of "late fees." Me: I have ALWAYS paid this bill on the 15th of each month, without fail, when is the bill due? Him: On the 30th of each month. Me: How can it possibly be late when I pay is on the 15th? Him: I dont know, can I get you on the phone with someone that can help you? Me: Absolutely! (This is the 4th person that Ive been transferred to today) Explain the whole situation for the 4th time: New Person: Well it looks like TWC didnt reverse the charges back in March like they said they would. Me: Thats what Ive been saying. New Person: I can reverse the late fees but you will still owe another $39.95 this month to avoid more late fees. Me: Even though you just received a payment this month, like you have every month? New Person: "Yes sir because your account has been being paid a month late." Me: (TWC wins!) So youre saying that if I pay you an additional month right now that everything will be caught up and the late fees will stop and Ill quit receiving the harassing automated phone calls every day?" New Person: Yes sir. Me: You win. New Person: Is there anything thing else I can help you with today sir? Me: A lobotomy.

A

Anonymous User

EPIC FAIL! Too bad one star is the lowest rating available, because I would actually rate them at "Sucks Donkey Balls" if possible, but Ill have to go with one star for now. This is for the Time Warner internet service available in the Kansas City area. Pre-sales reps lie about the service (I was told I could access espn3 from my xbox, but it turns out that Time Warner requires you to subscribe to ESPN on one of their cable TV plans in order to access ESPN3 over the internet.) Tech support on the phone is terrible - worse than Verizon and Comcast (and Comcast is pretty bad.) I have logged 20+ calls and they still try to get me to change settings on my router every time I call in despite the fact that my issue occurs with or without a router. I have also been hung up on at least 7 times by tech support. The only consistent message they are capable of is that they keep saying they value me as a customer, but so far have not been able to provide a stable internet connection. They are dispatching the sixth technician to come by tomorrow to see if they can fix the problem I have been having since they installed the service. The techs that have been dispatched have varied from complete idiots to moderately capable. True story: the 2nd tech to visit had replaced the cable run from my house to the cable box and left a long bright orange cable laying in my yard. After that didnt fix my problem, the 3rd tech to visit came out and told me he would have to replace the line from my house to the cable box. I responded with, "Didnt the last guy do that?" He said, "No, he did not, it is not in the system." I then said, "Lets go to the backyard and Ill show the giant orange cable he left there." The tech was so surprised that he was wrong that he left in frustration after doing nothing at all. Long story even longer these guys suck, and I suspect I will be switching to AT&T in short order.

MA

Marcus Mau

If I could give 0 stars I would. True but long story, so here we go- signed up for "spectrum" about 6 months ago. Set up a 1-3pm appointment. After it was about 3:15p and no one showed, I called them and no BS, the rep told me that the service had been installed and everything looks to be set up. No seriously argued with me that everything was set up. Huh? After I told them just cancel everything, I received a bill for for the service! Literally called in for 3 months to stop getting the bills. Had to spend I dont know how much time on the phone for a service I never even had, and at the end, they paid me $50 bucks. Makes no sense. Take 2- I for some reason signed up for this service again, because my at&t bill was getting ridiculous, and they dont offer fiber in my area so I said f it. Its now day 2 after picking up the "easy kit", and what do ya know. Same ol time warner at it again. Apparently the signal/tap needed to be restored at my location,(why they didnt check the service signal before idk). Talked to a lady who said a tech was coming out tomorrow by the end of the business day. No one showed. Called in, sat on hold for an hour, a lady gets on the line and says they resheduled it to the next day and theres nothing they can do. Soooooooo yea. I mean, I had low expectations going in, but damn. And dont have an easy kit and say you can set up your own service, then have to have a tech come out anyways to fix the "tap". All in all, I missed my man moustakas in the HR derby, and missing the all star game tonight. I cant think of a more garbage company than this. If you have the service, at least you get the Jayhawk games, and if you dont have it, well you were put on notice.

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