Time Warner Cable

815 Erie Blvd E, Syracuse, NY 13210, USA

Address:	815 Erie Blvd E, Syracuse, NY 13210, USA
Phone:	+1 315-634-6000
Site:	spectrum.com
Rating:	2.4
Working:	8AM–6PM 8AM–6PM 8AM–6PM 8AM–6PM 8AM–6PM 8:30AM–2PM Closed

Location

Photos 24

Reviews 4

David Balestrini

Time Warner Business Class: We are a busy dental office. We lost phone/cable/internet around 1pm on a Tuesday. Staff members on lunch break reported seeing TWC repair vehicles around the corner from our practice (blocking traffic on a one-way street at a blind corner without putting a cone up to warn traffic to take an alternate route BEFORE being forced to back up, turn around, and drive the wrong way on a one-way street)....so, I didnt bother calling in an outage, assuming TWC clearly already knew about the outage. At 5pm I called TWC to find out how much longer the outage would last and was told there was no outage. After pointing out to the phone rep that their own trucks were parked around the corner I was getting no where, so lets give them the benefit of a doubt that maybe my staff mistook another companys trucks for TWC. However, after re-setting modem with no success I was told the outage was unique to our building and that no repair person would be dispatched until sometime the following day. I asked for expedited repair as patients were unable to contact us. The rep would make no promises and stated he would not even be following up with me until 8:30 the next morning (45 minutes AFTER we opened for business). At 8am on Wednesday I called TWC again to get an update. This time I was told by a different agent that there WAS an outage in the area, but that a repair person would be dispatched sometime that day. I argued once again about the need to serve patients and was told they would TRY to expedite the service call. At 8:30am the original rep called me back (unaware that I had spoken to anyone else) to tell me "Good news" he had gotten the service call bumped up from "tomorrow" to "today". I argued that "tomorrow" had NEVER been an option and that he was supposed to be finding out how EARLY "today" he could get a service technician here. Another argument lost. Everyone I spoke to told me the service technician would call me to let me know when to expect him once a plan was made. By 9:30am, when no one had called, I was forced to have all calls forwarded to my office managers personal cell phone. We live in such a limited service area that she was forced to sit in one spot all morning so she could get reception. The technician showed up unannounced at 11:30am (nearly 24 hours after we lost service). The technician was polite and efficient (and the only reason this review is at least 1 star) and service was returned a half hour later. The "repair" was a blown fuse on a receptacle exclusive to the TWC cables/power source and hidden way up in a crawl space. This seems like something any standard tech support personnel at TWC should have been trained to suggest. I could have had service back in less than 5 minutes. This is the second time in a month that weve lost service. TWC is supposed to be the "most reliable" service in the area. Really? My questions now are: 1) who is going to pay my office managers cell phone bill and 2) Will TWC pro-rate my bill for 24 hours of lost service? Never mind. Im pretty sure I know the answers to both of those questions. I also notice there is nowhere on TWCs website to file a complaint....

Miranda Collier

My experience with TWC horrible. My husband and I had actually been their customers for years but for the past several months weve had a lot of internet issues, it was constantly dropping! When they canceled Showtime in the middle of our favorite series, we decided to check out Verizon Fios. Once we learned that not only did Fios offer better service but was also much cheaper, we decided to make the switch. Trying to disconnect from TWC was an absolute nightmare. Once they found out I was disconnecting in order to switch to Fios, I kept getting transferred to various departments, each time I was transferred I was made to wait on hold for a ridiculous length of time. They gave me the run around for over 4 hours, hoping I would just give up, which I eventually did knowing that I would only have to try again the next day. I called back and this time, instead of telling them I was disconnecting in order to switch to Fios, I told them we were moving. Before they would disconnect from our current address they kept insisting that they obtain our new address, I refused and said I would like to simply disconnect from our current location before proceeding. The customer service representative was hesitant to oblige, but in the end, she disconnected our services. She asked one more time for our new address to which I then informed her that I would never be going back to TWC due to the hoops I had to jump through and lies I had to create just to disconnect from them. I have never been made so angry by such poor customer service. Their cable and internet services are over priced and theres always some issue going on, whether its the internet constantly dropping or the HD channels are not available, even though youre paying to have them! I will never recommend TWC to anyone and I highly suggest Verizon Fios to all those who have it in their area. Its cheaper, faster and waaaay better in terms of customer service than TWC could ever hope to be.

Michael Dupont

The great majority of my requests for Technical Support from TWC (email) have been unimaginably frustrating. (However, one woman went beyond her job description to assist.) The front line support is generally incompetent and interactions result in either a waisted hour with no resolution, or solutions cause additional problems. The most frustrating aspect comes when I request that a problem be escalated to a higher level. It JUST DOESNT HAPPEN! Seemingly, the techs are afraid of the negative impact this will have on their jobs. Then I get am put on hold, told, "lets try something else" or the call gets routed to TWCs black hole in which an infinite number of unanswered ring tones occur. Once I was told there were NO SUPERVISORS IN THE OFFICE and I WOULD HAVE TO GO THE DOWNTOWN OFFICE. Foolishly, I did so, waited in line, ONLY TO BE TOLD THAT THERE WERE NO SUPERVISORS IN THAT OFFICE and I would have to GO TO THE OFFICE IN EAST SYRACUSE. Now, fascinated to see how far this could go, I did so and again waited in line only to be told that THE SUPERVISOR WAS ON MATERNITY LEAVE AND THERE WAS NO ONE REPLACING HER! Unimaginable, eh?

Dan LEWIS II

Have been trying to get Internet lines installed now for over 2 weeks. Already have a bill paying for current service with nothing installed yet. Tried calling on Sunday, after 3 different people who had no clue what to do I was promised a call by end of the day Sunday. Now it is Tuesday and I make my rounds of calls again. After 4 representatives, being transferred each time then requesting to speak to a supervisor I get transfer (after 10 minutes on hold) to someone in Manila (another country)! So now I have to go down and speak to a representative in person at their local office. The support for this company SUCKS, the customers service is dismal and I still do not think this will get resolved.