Time Warner Cable

Address:	118 Johnson Rd, Portland, ME 04101, USA
Phone:	+1 207-553-3964
Site:	spectrum.com
Rating:	1.6
Working:	8AM–6PM 8AM–6PM 8AM–6PM 8AM–6PM 8AM–6PM 9AM–3PM Closed

Location

Photos 11

Reviews 4

Sara Kloczko

Just like all the rest of these people, if I could give zero stars, I would. Before I get any further, I also want to note how revolting the identical, unhelpful, cookie-cutter responses from TWC are on all these complaints – what a perfect snapshot of their completely impersonal and robotic customer service! Can’t wait to get this kind of response on my post! My husband and I are going on 6 weeks now without internet at our new house. We called BEFORE we moved to transfer the account to our new address and were told we would get a call back within 3 to 5 days to set up an appointment to have a tech come out and hook us up at the new address. No call. We called back and no one could find any record of our initial request, and were told 3 to 5 more days. No call. We called a third time and this time were told that our new address is not on the TWC grid in spite of being a 12 year old house and all our neighbors on all sides being on the grid – but no one bothered to call us back to tell us this like we’d been promised – we had to hunt down this info. Then we were told it would take 60 to 90 days for the construction department to draw up a plan to wire in our new house….in spite of the fact that the house 200 feet away on either side is connected. Not a complicated plan needed here, folks…. We were advised by a rep on yet another outbound phone call on our part to temporarily cancel our service so we didn’t keep getting a monthly bill for service we weren’t receiving. We did so based on this recommendation. A few weeks later we got a bill for the unreturned modem in spite of NO ONE telling us we needed to return it in the interim since our service is eventually going to resume. When we called, after various other unacceptable offers of resolution on their part, we were given a 90 day extension. Exactly one week later, I got a collections notice for the modem bill – no record anywhere of the 90 day extension we were supposedly given. NICE COMMUNICATION, TWC. I spoke to the construction department to try to get a more exact estimate than 60-90 days seeing as I had no faith in this information after all the other incorrect and mis-promised info I’ve been given so far. I was told by a very, very rude and defensive rep when I asked to speak with her supervisor that there was no supervisor available because “they were all in a meeting” (at 6pm on Friday evening, yep, sure) but I would get a call back within 24-48 business hours. Finally got a call back over 4 full business days later with zero information. The next day I got another call from the construction department assuring me that I was NOT in fact going to be charged $9,000 for the construction as someone had erroneously supposedly told me in the past. Boy, I sure am glad it’s not going to cost me 9k, considering NO ONE EVER TOLD ME THAT TO BEGUN WITH. That was the most bizarre and screwed up piece of misinformation I’ve gotten so far. So far I’ve been promised phone calls and information that has never materialized no less than 6 times. At this point it should be 18 to 48 days until construction is complete based on the original time quote….but every time I call to check on it, no one can even in fact tell me if the ball is in motion for a construction plan at all yet. I have ZERO faith this will actually happen, and in the meantime I keep forking out massive amounts of money for my cellphone data plan because my husband works from home and cannot go without internet access if he wants to keep his job. We’re hundreds of extra dollars in the hole at this point (just what we needed immediately after buying our first house) and I have no idea when it might end. I can’t even start to describe how furious and disgusted I am. If the place where I work provided this kind of service to our clients, we would have gone out of business long, long, LONG ago. We will be seeking legal advice to pursue this matter if this is not resolved by the time we’ve reached the end of the initial 90 day time quote we received in the end of July.

Mark Johnson

Im a pretty savvy person when it comes to technology, so unlike the person who noted that people who complain about TWC just dont get the technology theyre using, I wont get into the techie complaints. About 10 years ago, a compilation of the Better Business Bureau, the U.S. Commerce Dept and a few agencies compiled all their data and ranked the top 10 WORST companies in the U.S. for customer complaints, and the TOP 4 were ALL the major cable companies (the other 6 were ALL banks). Just last night I read a report that in effect repeated the same thing. I dont care about the amount they charge, etc., etc. BUT THEY HAVE THE WORST CUSTOMER SERVICE of any company imaginable. You simply cant get anywhere with them with questions, billing issues, scheduling, ANYTHING. I literally had to argue with a guy about my not needing a cable modem cuz I have one, and he insisted he had to charge me for one even if I had one, put me on hold to check, then told me I was right but that he would charge me for one anyway, but that "Installation" would remove it when I talked to them. I then informed HIM of the cost of the service I was requesting cuz he was citing an amount significantly more than listed online. He then told me I was correct, but that that was a special offer I could only get now. Im only signing up NOW, not in the future! I only called FOR installation, and wasted time arguing with I dont know who or for what. I spent all day on hold or talking to dufuses, JUST for installation. Thats just a for instance. WORST COMPANY EVER. Just NO competition as we all know, so NO incentive to try to shape up. As long they have the LOBBY they have in Washington with big bucks behind them to keep a monopoly in place, nothing will ever change with them. I just gave UP with them, went with a satellite dish and DSL. They stink too, but NEVER, EVER will I have anything to do with TWC again. Just that horrendous. That doesnt even get into the amounts they charge OR the quality of the actual cable/internet. Sheesh! All this, of course, has nothing to do per se with the "Maine" workers. I never got a chance even to talk to anyone but at phone banks elsewhere in the country.

Telephone Dan

AWFUL SERVICE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Elizabeth Sullivan

I called after the switch from TWC to Spectrum because the new DVR boxes they sent to us were not working. They ended up sending a technician and we had a bad box. The technician was two hours late, and claimed he was only an hour late. It took him another two hours to determine our box was bad and replace it. In the initial phone conversation I mentioned I was disappointed that the new Spectrum plan doesnt have TV Land. The woman told me that many people were unhappy about it and they are able to add it to long term Time Warner customers. After also a half hour of trouble-shooting I had to get off the phone for a work emergency. She mentioned that she hadnt added the TV Land yet. I asked if I could call back. She said yes and she would make a note of giving me TV Land at no additional charge. When I called back they said they couldnt add it free of charge. The agent was rude. I asked to talk to a supervisor. I waited 32 minutes and she said no also. She at least wasnt rude like the man. I dont care about the $12 a month add on (which I wont do) but it is the offer and promise they broke that is crazy to me. Their ratings all over the place are terrible! Apparently they dont care??! Such a poorly run business... I would be so embarrassed to work there! Their nice commercial with the man getting up earlier and their customer service is cute and all- too bad they dont back it in real life. I, like so many, will look at other options!