Time Warner Cable

1000 E 41st St #920, Austin, TX 78751, USA

Address:	1000 E 41st St #920, Austin, TX 78751, USA
Phone:	+1 844-757-2833
Site:	spectrum.com
Rating:	2.5
Working:	8AM–6PM 8AM–6PM 8AM–6PM 8AM–6PM 8AM–6PM 10AM–2PM Closed

Location

Photos 23

Reviews 5

Lisa Schwantes

Im giving their customer service and ethics a 1 star from my experience today. Shortest version possible: I went to pay my bill this month and noticed I had my payment from last month and a late fee and payment reversal fee on this bill. I received confirmation I paid my bill on August 14th. So I called and found out my payment was declined. The first customer service rep told me I needed to speak to Customer Solutions to have the late fee removed - then proceeded to refuse to transfer me to that department because I had just paid the balance online and since it was pending they wouldnt d anything until it was processed. Literally refused to connect me. So I hung up and called back and immediately asked to be transferred to Customer Solutions. Once there I explained and the representative who was kind and apologetic, went ahead and reversed the late fee (Um, thought you couldnt do that if it was pending - shame on the previous Rep) and also went into explain once asked why my payment was declined, that it was in fact confirmed on August 19th that the payment went through, but then the BANK (my bank) sent back a decline and therefore that is why I got charged the reversal fee. I said, that is not possible because they only way it would be declined is if I was short funds - I had plenty in my account and even if I didnt I had an overdraft set up into another account with plenty of funds to cover it. She said well this happens all the time and I would call your bank. So... I call my bank and ask the rep, why would it be declined and was I charged anything etc... here are the dates and I had a balance in my account this whole time. She goes through and says yes I see you had a balance and NO... Time Warner Cable did not even attempt to make a withdrawal for your payment. Even if it is decline we will show a notation that a company attempted to pull money from your account. There is no record of that at all. So I said to her, it appears than that TWC is attempting to put blame on the bank for their mistake? and she said, it probably happened that they sent the auto-confirmation of payment but then forgot to actually pull the payment. That would be my guess. Seriously? Time Warner, if you forgot to pull payment then dont put the blame on ME, YOUR customer and then try to actually charge me for YOUR mistake and then blame someone else. not only that but you have no policy of notifying the customer in cases like this. You can send an automatic confirmation but you cant send a notification if my payment was declined or YOU forgot to take the money out. Fortunately I have the money - but a lot of people live paycheck to paycheck and not pulling the $63 when you should have causes people to be short money the next time. Take accountability for your mistake. I suggest you start a notification system of declined or errors with payments. I suggest you train your customer service reps to know how to transfer to the correct departments instead of refusing to, even though they had no problem removing the fee and I had no issue with getting to that department the next time I called. Also, dont have an automated recording when I call saying you attempted contacting me and my services would be shut off if I didnt pay when I HAD NO ATTEMPTS TO CONTACT ME regarding anything to do with my account.

James Francis

Ill start this off by saying the internet service itself is functional, albeit a bit overpriced (read: a lot overpriced) for what youre getting. My experience with their customer service and online resources, however, are not that of a modern company. Its like they have 3 customer services, 2 websites, none of them know what theyre doing, and you can never get a customer service rep who knows how to deal with it. Dont get me wrong, its not the individual persons fault. This is all on the companys way of dealing with their merger. For a more specific example, in trying to pay my bill online, I was told my password was incorrect, so I did the logical thing and clicked to reset. I reset the passwords following the steps, got my new password done, then went to login... it just redirects back to the homepage. After doing this 3 times to make sure it wasnt something on my end, I called the Spectrum customer support number... This was a mistake. In calling, the rep directly asked for my password. What kind of hapdash security do they have that I have to verbally spell my password out for them? Besides this, they couldnt actually get the password to work either, had me reset it (again), and when it still didnt work, they went to get "Advanced Support." Is that a manager? Im guessing thats a manager. I am currently sitting on hold. Have been long enough to write this review and seethe for a while. Hopefully, it improves (in which case Ill gladly update my review), but for the time being, this service is horrendous. They are our only choice, but if you have an option? Please run far away from any Time Warner Cable or Spectrum services!

Christina Romero

The fastest internet service that they offer in North Austin, off 2222 and Airport Blvd. and Guadalupe St. area is slower than the second slowest plan Grande Communications offers for less cost. Time Warner internet service, in this area, works intermittently and often gets too slow to send an email or watch a video online. When there is a complete outage, all day long, they will reimburse for the day upon request, but they cannot be reached directly during the outage, just an automated voice acknowledging the outage is available during the outage. They do not reimburse for the many hours your internet will be too slow to conduct business, even though their plans cost a lot of money. Instead of fixing bandwidth and a deeper issue, they offer to replace parts, boxes, and outside equipment, after years of hearing complaints from all over this neighborhood. Their phone customer service is horrible, mostly robot voices, on a long map of responses to get to what you need. I tried to call a local center to return equipment today but had to go on their long automated voice directions, which led me back to the internet, where I came from. Grande is better in my neighborhood, according to neighbors and my latest experience.

Katy McGuire

Terrible customer sales/account service support. Canceled my services while I still lived in my apartment because the new renter called to set up services. Found out services were set to be canceled when I called to set up a future date. I was assured, after a 30 min call, that my services would continue until my move out date as I was requesting. Two days later, internet was not connecting. After tech support (she was quite nice! Kudos to her!) Told me account had been canceled, got transferred twice, and then hung up on/call went silent. Final call told me the account had been cancelled and there was no note about my requested move out date. Rep offered no reason, apology. Beware renters, Spectrum will and can cancel your service while you still live there and doesnt CARE about your time wasted in their endless loop of departments and transfers.

Rob Hugos

Store personnel are very unskilled. They hand out inappropriate equipment and access, and make changes to account contrary to very clear explicit requests for specific services. I have had to go to the store 3 times now and still dont have the service or equipment I have requested and that was promised in the store. The technical capability of the company is still in the stone age. Time Warner does not have access to many "to go" apps for mobile devices that back water cable companies provide to their customers. Integration with mobile devices is way behind Xfinity. I had one app for Xfinity to provide streaming of half my channels on offsite mobile devices, but now have to use many separate apps to get spotty streaming of networks on offsite mobile devices. There is no access online to DVR recorded material. If a choice, dont get Time Warner.