Time Warner Cable

Reviews 3

LA

Lateef Haleemah

TWC is by far the worst company I have ever had to deal with. We started our service with TWC on Feb 1st 2016 and by the 14th of the month received a bill - the guy who installed it said this would happen, so I called to make the payment, however, one of their agents said it doesnt make sense you have to make a payment since you just started and that our bill is not due until March! I reiterated to the agent what the installation guy said and she said that was incorrect. Few days later, we get automated message about late payment - I called to ask about it and another agent says TWC likes to pay a month in advance but I can "choose" to pay two months together or just pay every month and that is acceptable. So I decide to pay monthly. I call end of Feb to make the payment for March - was told even then that my account is in good standing. Mid March I start getting automated calls AGAIN and was told by their agents to ignore it! Then I receive a letter about end of March about sending my account to collections because of late payments - I just started my service in Feb! I call them and ask to speak with a supervisor who apologies for the misinformation I received after waiting on the line for an hour. She said there is no choice and that the payment in Feb was due in Feb and that their agent was wrong. That was two different people.I cancel our service with TWC in April 14th. I was suppose to receive reimbursement in 3 to 4 weeks. I call in May. I am told my reimbursement instead of being close to 70 dollars is actually just 16 dollars because my service was not canceled on April 14th but rather end of April - the store I turned the equipment to failed to note that I returned everything so I was being charged for two weeks despite not having any of their equipment,... The agent on the line says she resolved the issue and will make the changes and I should receive my correct reimbursement amount..In the end, they mail out 16! I called and spoke with a supervisor who said will need to look into the issue and find out, after close to an hour and half - they submit a ticket to send me the correct amount which I should get in 3 to 5 days. After not hearing anything back, I called just today. I was told that the ticket was actually closed by someone and that they are sorry and was on hold for another 30 minutes while this agent "looked into what happened." Finally, I am told the check will be mailed out in a week and I should receive the correct amount by the 23rd! I canceled my service on April 14th 2016 and this company practically is giving me hard time to get my own money back! This is just horrendous customer service! I thought this would be the end after canceling our service with them but I did not know it would be equally horrible service trying to get your money back.

CH

Christine Hohe

What a joy it is coming home after work to no internet. Day after day, week after week, month after month. Whats even better is having a tech scheduled to have him arrive, explain he is not a fiber optic tech, I live in a fiber optic neighborhood, he doesnt know why he was sent and he cannot help me. He didnt even waste time stepping into my apartment. But they will send another tech out for us.Well that never happened. So another joyous call to Spectrum (weeks have gone by and if I have internet 3 days its a good week) and they schedule another tech. And then 9 minutes before said appointment they call to cance as they forgot to put "fiber optic" on the work order. The fun doesnt stop there. We finally get a fiber optic tech out to our apartment. He comes on a Saturday morning, says we likely need a crew to check the wires underground if the problem persists. The internet last 3 days then the beloved wifi light goes out once again. Again, I call the delightful customer service line to inform them, the problem is persisting and we need a grounds crew. But they explain they need another tech to come out to check the lines- after much debate they win and I allow them to schedule another tech to come out. They schedule a non-fiber optic tech (which they assured me will be fine even after past experiences) to check once again the lines in the apartment (did I mention the other non-fiber tech never stepped over the threshold?) before sending out a construction crew. But wait. The tech never shows! I received a call an hour after said appointment time that there was a power outage, but the problem is fixed no need for a tech so they cancelled the appointment. (anybody else seeing a theme here?) So again, a call to my favorite number. They cannot schedule another appointment, it has to go back to dispatch. Said dispatch supervisor will call in the morning to reschedule the appointment they canceled, Did I mention I saw no evidence of said "power outage"? Well see if 5th times the charm. I highly suggest Spectrum pulls my file (and its a lengthy one) and see how things could go so terribly wrong and attempt to learn from it. * Felt I should add a quick update, dispatch supervisor never called like I was told in the morning. I got a voicemail in the afternoon of an appointment I couldnt make, then a few hours later a text changing the appointment time which I still couldnt make. So I call my favorite phone number and schedule an appointment I can make for 6-7pm. I get a call at 6:50PM it is being cancelled because it was a non-fiber optic tech and Im in a fiber optic neighborhood. Shocker. Supposedly a fiber tech is coming in a couple of days- not holding my breath.

JO

John Walton II

Aw hell. Now I have to be one of "those" people -- the kind of people that run to the internet to berate a corporation for horrid customer service. I just could not let another day pass without getting my grievances off of my chest. As of right now I only use Time Warner Cable for their internet service. I pay around $69 a month for "Turbo" speed. Around the end of last week I noticed an increase in lag accompanied with sporadic internet disconnections. Now Im not a slouch when it comes to electronic devices and technology in general (yet Im far from a professional). The first thing I did was self-diagnose the issue. I did the tride-and-true method of unplugging everything and waiting 5-10 minutes. I unplugged my router and connected my computer directly to my modem. I did a a whole slew of things to try and obtain the cause for my unstable connection. After it was all said and done I came to the conclusion that the Ubee Modem (provided by TWC) was to blame. So, I call the Tech Support line and get someone in India. DONT GET ME WRONG: my problem is not the fact that theyre in India. My problem is the language barrier. The technicians seem to be only able to read a script. Any deviations and they begin stammering before re-reading the prior statement. They do not seem to be trained to understand that problems are not guaranteed to fit inside of the same box. Not only that, all four of the agents I spoke to say the EXACT SAME THING: "Well sir, there does not seem to be a problem with your signal on our end. You are receiving fast and excellent service" -- THE F@#K? When I start getting upset one rep said he could get a technician out to my apartment which was what I wanted from the beginning. Then comes the obligatory 10min hold time before she comes back stating that a technician could not be brought out to my house until next Thursday. NEXT THURSDAY. I pay these people $69 bucks a month for internet. Not only do I EXPECT service, I DEMAND it whenever I want it. Long story short, I just said forget it and bought my own modem yesterday for $73 at Best Buy. It took around 1hr and 10 minutes to hook up: 10 minutes for the actual installation and 1 hour before Time Warner could reactivate my internet service. Time Warner Cable is garbage. The moment Google Fiber lands in Charlotte will be the day I jump from this monstrosity.

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