Time Warner Cable

Reviews 3

DA

Daniel Trotter

Just got through my LATEST outage with Time-Warner/Spectrum, where all of my services - phone, internet, and TV - were down for multiple days. Yes, I said "latest," because this is about the third major multi-day one in the last 2 years. And thats not counting all the minor ones that "only" lasted a couple hours. But this latest one was a special treat! See, Spectrum has left a large feeder cable running (temporarily, I presume) above ground and across the street and through an alleyway. Its been there for about 3 weeks now. Of course, Im well familiar with the big orange cable since thats how they left it for several weeks after one of my previous major outages. Anyway, this time, when service went out, I has a sneaky suspicion that cable just might be the problem. So I walked down the street to it, and much to my lack of surprise, the cable was broken. Like actually mangled as if it got caught in a lawnmower. Well, naturally, I told the tech support guy what the problem was, and he very graciously agreed to schedule a tech to come to my house to check our service there the next day. When I explained that not only was the cable cut, but was actually emitting sparks, well, I got the assurance that someone from dispatch would call me. And yes, someone did call me, and yes, he said a bright orange cable was typical of a Time-Warner feeder. And yet, still no sense of urgency. So eventually the problem got fixed, but the tech they sent sure didnt want to make it easy. Arrived at the house and insisted the broken cable couldnt possibly be the problem. A brief transcript follows: Tech: The problem is you have no signal coming into the house. Us: Yes. Thats because the cable is cut. Tech: No, thats not the problem. Tech disappeared for a bit to troubleshoot, and oddly enough, spent an awful lot of time inspecting the cable that had nothing to do with our outage. Made a few calls, then told us the problem was we werent getting power, and that it was an outage in the area. Needless to say, that was news to me since I was explicitly told by their guys on the phone that there was no outage in the area. Anyway, tech went on his way. A couple hours later, service got restored. Oh, and coincidentally, the cable he said had nothing to do with our outage magically got spliced back together at the exact same time! So bonus for them I guess. Anyway, the cable is still above ground and running across the street and in the alleyway by my neighbors houses in the exact same way it has been for the last 3 weeks. So Id lay pretty good odds that Ill be calling them in another week or so when the cable inevitably gets broken again by someones lawnmower, a skateboard, or repeated traffic running over it. That is, unless the cable-that-had-nothing-to-do-with-my-problem-but-got-magically-fixed-at-the-same-time-my-problem-got-resolved gets properly run under the street like its supposed to be. Thank you, Spectrum, for a full day-and-a-half of no TV, phone, or internet. This latest in your string of outages has been my favorite so far. Im looking forward to my next one, unless I find another provider first.

MA

Maegan Guinn

I would put 0 stars if I could. First failed call: The automated system couldnt recognize simple English, and it redirected the call to a completely different place than I requested - twice. Second failed call: Went through the automation with a mix of vocal and touch-tone. Computer heard the vocal parts perfectly this time. Once I reached a representative (named Erica), she answered the call laughing hysterically directly into the receiver. I couldnt hear the first half of her introduction, but she calmed enough to where I was able to hear her namesake greeting and request for my phone number. She did ask for my phone number, but then, for the next 30 seconds, acted as though she was completely unable to hear me. How could the computer hear me perfectly, but the representative not hear me at all? She hung up on me. Third failed call: Took the touch-tone only route. I was directed to a representative who could actually hear me perfectly this time, but she went back and forth as to what my bills balance would be after paying whats currently due, which would be fine if I had gotten a straight answer. I reiterated what my understanding of the situation was, and she interrupted halfway through with, "Maam... maam!" I stopped talking and was very irritated at this point, but I took a heavy breath and said, "Yes??" Then there was a long pause, and I reinstated, "Im listening..." But the phone was completely silent. My cell didnt disconnect like it did when Erica hung up on me, so I tried mentioning that she maybe muted her outgoing line (which was not muted on my phone during the call with Erica) on accident or something, then repeated "hello?" about 5 times with in the 55 seconds of silence. Then, I hung up. I have no answers, received no help- only the continued failure of a reputation that is TWCs renown customer service. I have called on about 4 occasions before this with issues regarding what I was told by customer service contradicting what was actually happening. The cherry on top? Ive only been with TWC since October 2015. So many issues have been addressed, and Ive only been a reluctant customer for 4 months. Today, my overall goal was to try to cancel this service, as I am leaving today to move from Texas to California, to an area that TWC does not service. However, I was told that TWC wont cancel my service until the current balance is due, which I cannot pay until I receive my final check in 3 days. This did not start as the huge ordeal that it turned out to be. Unfortunately, I was informed that TWC wont cancel anything until everything is paid. I would say it makes sense, but I dont understand why you want to keep charging me for a service that I am no longer using (which youre able to track and confirm that Im not using it, especially since Im sending the internet box back to the company!) So, please, do tell: Is this another unforgivable miscommunication on behalf of your poor representatives, or do you actually continue to wrongly charge people for something they have made every attempt possible to cancel?

PA

Pamela F.

Unfortunately, I did not want to have to write a review...but the customer service received at this store has been hit and miss. Went to simply pick up some internet equipment the first time and theres literally no where to sit. Im pregnant and had to squeeze in on a bench with my 4 year old son to wait over half an hour to be seen by a "sales rep." After talking to a supervisor our issue was finally resolved. Fast forward to a different day to pick up equipment for cable services and I get hustled into a "lower priced" bundle option. Despite having JOSH go over the package with me on the screen (I originally asked for a print out but couldnt get that) he failed to include the fact that a tech needed to come out to install a useless home phone service (which didnt even have voicemail tied to it) and he had lowered our cable and Internet package in the process. Its just all slimy and shady how he went about everything. We now have to try to get back what we originally wanted from the beginning! Very frustrating. Please note: Time Warners call center and tech support has been helpful in the past. Response to Stephanie: Thank you for the acknowledgement. However, a response such as we will follow up with that staff member (Josh) about integrity and proper professionalism would have been more meaningful. Im not sure what pointing me in the direction of the Facebook or Twitter page was supposed to do? Please please try to get more meaningful messaging from your communications/public relations team. But TWC is so low in the telecom market spectrum Im not surprised and shouldnt have expected more.

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