Seriously about to say GOOD RIDDANCE to Time Warner...
I was a customer with Insight Cable before Time Warner bought them out. Back then I was paying for ALL the channels I was always watching. Let me give you a little history lesson: Insight gave up and cashed out in 2003 when they went private and then the private equity groups purchased the company in 2007. They were up for sale in 2009 and finally found a buyer when TWC purchased them in August 2011.
Now TWC is trying to make me pay for channels they supposedly told me "I got for free"--Well, that's news to me, since Insight included them with their package deals, and when I switched over to TWC, my package deal was not much different. I NEVER was told that any channels were "free" by Time Warner. I was paying for what I thought was NORMAL CABLE, the cable I had always paid for. What cable company in their right mind says channels up to 20 are "FREE" unless they're trying to pull some kind of shady scam?! Apparently they sent an "auditor" to check all the cable lines in this area and make sure what I considered "normal cable" channels, the ones I have always watched since I began living by myself 10 years ago and paying bills to Insight, weren't being watched, as if making sure everyone wasn't trying to steal cable or something. Now all the channels I was paying for SUDDENLY weren't the channels I was supposed to have, and they had the nerve to tell me I was getting those channels for free!!! I got NO letters, no emails, NOTHING telling me about ANY changes or courtesy calls telling me this and asking me if I wanted to choose another package deal!! No, something is going on here, and it's not right.
Well, that ends soon. I'm not getting ripped off, trying to make me BUY BACK("Subscribe" to, as they put it) and make me pay double my normal bill for channels I have always watched is a blatant ripoff.
My husband is taking back the HDMI cable box to the nearest TWC store. When that is recorded as "returned", I want ALL CHARGES involved with it, INCLUDING rental of that box, REMOVED from my bill from here on out, no questions asked. And don't worry, our cable subscription will be next very soon.
I am the owner of a 72 unit apartment complex in Youngstown, Ohio, and in May of 2015 landcapers were planting flowers in a flower bed within 8' of a building. By accident they cut a Time Warner cable. Service to the building was interrupted but within a few hours TW was there and patched the cable, all back up and running. A week later we noticed a TW truck at the street and they informed our handyman that they were installing new cable to the building (about 400'). They didn't tell us though that WE were going to be billed $2100 for the installation. Granted, we cut their cable accidently, but, we had nothing to do with the cable to the street.
Within 6 weeks after the 400' of new cable was installed we received a notice from a collection agency that the billing had been turned over to them! We didn't know of the billing nor did we know it was turned over to a collection agency.
The installation of 400' of new cable to the street was totally unrelated to our cutting of the cable to the building and it had been repaired. It certainly looks like TW was just waiting for us to make a mistake somewhere so they could upgrade their cable and bill us for it. I complained and made a counter argument to the collection agency but they responded a few days later saying TW says we are liable and must pay the $2100!! What a ripoff!!!
TW will lose on this deal as we have now put into our leases that TW is NEVER allowed on the premesis and is forever forward forbidden to install cable, phone or any service to our apartment buildings. In the long run this is going to cost TW more than the $2100.
I switched from Dish Network to Time Warner Cable and was pormised if I was to switch and get a triple play bundle deal and stay in good terms for 90 days. I will be given a $300 dollar dodgers gift card. When it came down to getting this card they told me I will get a postcard in the mail with a redeem code within 2 weeks, As the 2 weeeks went by they tell me that to be elegible I have to stay in good terms for 90 dyas, and for me to check back on the date ending the 90 days, I did that when the 90 days came up. I called cuatomer service and chatted online with them and they then tell me Im not elegible for 300 dollar gift card, Now how am I not elegible if TWC made me that offer if I was to switch then to tell me stay in good terms to not qualifying? Now thats unbelievable. I even read the small print terms and everything needed to get this card, I done so how am I not elegible? And every customer suppor agent had a different story or excuse to why I wasnt elegible they give me the run around, they hang up or they disconnect from chat.. This is bad service How can I be heard and granted what I was promised??
Hello all. I’m sure the message in this post is common knowledge, but I feel that it has to be repeated time and time again until these cable companies take us seriously.
I use Time Warner Cable. Not by choice. I used to use Insight Communications, but TWC bought them. The service I received from Insight was almost flawless. The service I’ve been receiving from Time Warner Cable is less than desirable, to say the least. TWC’s service is as efficient as a lawn mower without gas.
I had problems with the “first” TV remote TWC gave me for my DVR (the box that comes with the cable service) within just a few months after they bought Insight. Regardless of where I was in the room, I would press the buttons 3 to 7 times before anything would happen on the TV. I’m a very busy guy who doesn’t have time to deal with insignificant annoyances such as this, so I put up with the inoperable remote for almost a year until I couldn’t take it anymore. So I called customer service for a new remote. It took them a few days, but they sent a tech to replace the remote.
In less than a month, I was experiencing the same problem. The remote just wouldn’t do its job. I again put up with this for an intolerable amount of time before I called them again to replace the remote for the second time. This would have been the third remote I’ve had to deal with.
When I informed the CSR of that fact, she suggested that it might not be the remotes. It could be the DVR.
So she scheduled a “senior” repair technician to come out and inspect my equipment. In less than 10 minutes after he showed up, he decided to replace all my equipment because, in his own words, they were “old and outdated.”
The equipment swap was scheduled for Wednesday, July 8, 2015, between 8 a.m. and 9 a.m. TWC called me Tuesday to verify Wednesday’s appointment. At 8:10 a.m. Wednesday, TWC called to tell me they didn’t have a technician available at 8 a.m. The earliest they could send anybody was 10 a.m. The tech got there about 10:40 a.m., and didn’t leave until around 1:15 p.m. Now here comes the payoff: He worked on 5 TVs, and left my house with one TV not working. He said someone would call me later to see if it was getting a signal. Anybody else who pulled a stunt like that – leaving the client without fixing the probblem, or at least arranging for someone more advanced then he to show up and fix the problem – they would have been fired.
I called TWC around 2:30ish to talk to a manager, and she tried to send signals to the adapter on the TV to get it working, but none of them worked. She said she was going to investigate and get back to me before she leaves for the day at 6:30 p.m. I’m still waiting for her call.
So now I’m loaded for bear. Not because the TV isn’t working, but because of the inconvenience TWC caused me. I had to make special arrangements for someone to cover me at work. I was expecting to resume work at noon or shortly before. But because the TWC customer service department doesn’t know when its own people work, and the TWC tech was almost 40 minutes late, and he spent almost three hours at my house trying to do a job the customer service department estimated would take a little over an hour, I ended up losing a whole day of work, and my TV still doesn’t work!
So, Thursday, July 9, I called again, explained the situation to the CSR, and asked if I could speak to her boss’ boss. My initial conversation was with a CSR, and I got nowhere. My next conversation was with a CSR’s manager, and I got nowhere. Naturally, at this point I wanted to talk to the CSR’s manager’s manager. She transferred me to someone who identified himself as a CSR lead.
That’s not a manager. That’s a sergeant. I’ve already talked to his level, and got nowhere. I’ve already talked to first level management, and got nowhere. Now I wanted to speak to second level management. He put me on hold for a few minutes and came back to tell me there are no managers around.
Funny, that. This guy must think I’m an idiot. This is an inbound call center open 24/7 with hundreds of people on the phones per shift. Whom is he trying to kid? There are dozens of second level managers in the building, probably playing computer games in their offices. He just didn’t want to bother them.
He insisted I let him help me. I told him I’ve already tried his level, and the level above him, and my problem is still not fixed. He replied that he was trying to help me but I wouldn’t let him, so the only other option I have is to write a letter to the president of the corporation. Can you believe that? What kind of corporation treats its customers that way? What kind of a CEO allows such an anti-customer culture in his company?
Why didn’t TWC contact all of its customers to make sure they were using the new equipment instead of the old and outdated equipment the minute they became old and outdated? Would the TWC 50-year-old CEO Robert D. Marcus be satisfied on a 40-year-old cruise ship while other CEOs were sailing on a 5-year-old ship? Does he think he is above his customers? The answer has to be yes, given the fact that according to Bloomberg.com (http://www.bloomberg.com/research/stocks/people/person.asp?personId=754928&ticker=TWC) Mr. Marcus earned a grand total of $34,615,597 as of fiscal year 2014. Not bad for a man who doesn’t know how to schedule appointments. (Remember, a fish rots from the head first.) What’s a few dissatisfied customers to him?
Around the end of 2015, TWC will be purchased by Charter Communications, the fourth largest cable operator in the U.S. The new company will be called New Charter. I hope they did their homework and realize what they’re stepping into.
Moral of the story: if you’re thinking about getting cable or switching cable companies, avoid Time Warner Cable or New Charter AT ANY COST, unless there is no one else you can use in your area.
Peter Culver city Time Warner Rep lied about pricing and plan details. TIme Warner did nothing to compensate.
I called Time Warner directly and I was quoted a price. After shopping around I was told if I went to the rep in Best Buy he would be able to offer plans`/ pricing that was not offered by calling Time directly or on line. So I called "Peter" at Culver city best buy who told me he was the "main rep" & could do more and keep the price around $20 plus tax and box ex. This total monthly would be around $34 total. He promised the speed would allow all Internet use plus netflix computers ex with no problem. He also told me that I could use the net works Internet no matter my location and this came with all packages. Everything he said was 100% false. The day he signed me up I called he called back with in 20 minutes, the day of installation when I found out he was lying he didn't show up to work or return my call at all. Time Warner offered nothing to compensate for this mess.
They will offer anything the rabbit and the carrot
I have had Time warner for about a year and everything was ok the last 3 months have been slipping and then the last month has been horrible! the whole reson i even use the internet is because I have a 4 year od daughter in california. i have not seen or touched her in a year and it kills me so we skype and vide chat all day every day. so you see the internet is important to me so i can atleast see my baby.
for the last month i have not been able to do much more then voice chat with my daughter i have not seen her face in a month. I have been on the chat trying to get this resolved by time warner and they told me at first its the new upgrade this month will be a bit slower ok fine what ever.... then the net started to flake and turn off and not work they said i needed to exchage the modem.... waited in line at the store for a hour set it up and i was barely able to open a web page that was about a week ago..... havent been able to talk to my daughter....
so then after about 10 more chats they said oh well theres something wrong with that modem exchange it, that was after the upgrade went through too.. they then gave me a router wich shut literally everyone but 2 computers down and about 10 mins to load a web page.... ok well when i got the router the lady set it up were a gy was to come and fx it the next day between 9-10 at 11 i checked my account and said no servce tech coming today i ask why and they said he tried to call and no one answered so he left.....
i have told them before this issues cme to be i only have google voice with their service i can make or recive ANY calls. i told them that when i also told them i will NOT be paying $50.01 for the servic they have not provided and they responded they would have to escalate the issues to get it where i dont have to and i told them this then.... they asked to rescedual and i told them no mondy i will be returning their crappy router and going else where i have picture and fb messages for all of this too
after that they blocked me on face book so i have been spreading the word about their ways and ability of doing buisness. please help the people who cnt elp themself im sure people were done worse to then just me just read their facebook reviews its a horrible company
Time Warner cable has redigitized free or free with basic cable service channels forcing you to pay monthly for a convertor and remote for every tv in your house plugged into the cable outlet without a super convertor or dvr. Use of this box does not allow use of settings in your tv such as channel skip. This cable box plays all channels listed as free or free with basic service.
TWC is, by forcing us to use this new convertor box, double charging us for cable service.
Time Warner cable is a big fraud. I called on the weekend to remove services there are no agents available to do that. However, they're happy to add any new service you would like. There is virtually no wait to add services, less than 60 seconds yet to cancel services you have to call on the business day. This makes it very inconvenient for anybody with a job to call. It's amazing you can add services but not remove services on the weekend. I have called customer service during the week over a six week period to cancel some of my services and each time I'm way over two hours and then give and hang up. This company has the most corrupt Business practices I've ever seen. Bruce- Simi Valley, California
We tried to cancel our Time Warner Service to switch to a rival company that was offering a package $30 a month cheaper and a $300 gift card for signing up. Time Warner offered to match the competition and reduced our bill by $30 and promised to sent a $300 gift card. We are still waiting for the gift card to arrive since December. We have contacted Time Warner on multiple occasions and they have agreed that the card should be despatched. Our last contact to them yesterday by web chat to enquire about the missing card produced a statement that we were not entitled to the card. Upon explaining that he is contradicting numerous people he said that he was crediting our account by just $75 Which we put refused in writing.
Has anyone had the same issue so that we can look at the possibility for launching a class action law suit.
I have been with timewarner cable for more than two years now and my experience with them keeps getting worse and worse, especially compared to the other provider in my previous home. I moved in to that area in 2012 where I got the service, I subscribed for a good deal of fast internet and starter TV. The internet speed was not fast. A few months later I guess it improved a bit, probably to what I actually subscribed to.
After a year, I received a mail from them stating that they were generous to me and continued giving me a discount, but less of discount than what they had in the initial subscription. I thought it was a bit high for that kind of service, so I went on looking for other servces. To my shock, there were not any. I wanted Cox communication service, I think they are the best in San Diego, unfortunately, I was forced to be stuck with them. We had to continue with them at least for now.
After a few months, we decided to move to another home in that area. I called TWC, and I said I wanted to have the service in that new home. They said that they are happy to do so, and requested my information. They scheduled an appointment for the technician to connect the service for $15. That was strange since the previous person in that home had an ongoing internet service from TWC that was working perfectly. Nevertheless, the sent the technecian who seemed to "connect" the service.
After that, I noticed that my bill gradually increased by almost $10. I did not pay much attention to that before, but they actually kept using the same old so-called offer even though I already moved to a new home! I was really frustrated.
I went to their store to dispute this, and the CSR was not someone that I want to deal with again. I told him the story with more details, all of which had TWC problems all over, but he was like giving me more problems, I swear I had more options and interactions going online that with him. I told him that I would like to have another company to provide me with better services, he said that I cannot. I told him that I already aplied for an appointment with Cox (which I did back then), he said that he was in Cox less than six months ago, and he said I m not arguing with you " I am just telling you, you will not get their service", because the do not operate in that area, this area is only operated by TWC. All the good reason to have a good monopoly.
I tried calling and discussing my option with them with no luck. They just want me to buy more services with just "a bit" of price increase. I do not want more services. I just want internet! and why do I have to pay double or triple of what the neighboring area does and for less of that speed and worse connection sometimes?
Finally, I do not understand how giving a company an exclusive right to operate in one place without any restrictions to the service level or value proposition and give them athe green light to raise prices way above competition and force customers to stick with it or stay without any service is "good" for the customer.
I hope one day better companies will replace this awful greedy company and provide customers with higher value services.
On February 10, 2015, I was lured by this sales rep #ZE2 to add a cable and a phone line to my existing account which has internet only. This sales rep promised me that I’ll be getting free installation for all of the rooms and a $300 gift card to help me pay-off my contract cancellation with dish network. The promo offer that I called about was advertised on TV for $89.99/bundle priced but the sales rep gave me a rate of $126.97 for three room’s cable (2 DVR’s and 1 standard), internet, and a phone line which is fine with me (job# 942792). The next day- February 11, 2015, the time warner technician came to install the cable and the phone, I reiterated with him about the free installation deal I have on my account and he said “Don’t worry sir, if that what is promised to you then you don’t have to worry about any charges.” On March 2nd, when I checked my account, I was shocked that I got bill of $250++ for the installation and a monthly rate of $155++, I was very upset and called the time warner customer support- my call was directed to the billing department, I spoke to Gary #YT6, according to him he will bring my concerns to his supervisor and will call me back. Since Monday, I haven’t heard from him. I called the customer support several times to follow-up on any resolution. It is very frustrating on my end, not able to talk to any management when I asked for a supervisor. Reps always telling me that supervisor is not around or they’re going to call me back or they are backed-up that’s why I’m not getting any return call. I spoke to one representative again and gave her the sales id # of the rep that sold me the bundle deal she said that rep #ZE2 was an outside contractor for timewarner and there is no way for her to contact the rep but she will send an email to her supervisor. It's been over a week and I haven't heard from anybody. Today I called the corporate office in NY and told them about what had happened. The lady that I spoke to said that she cannot reverse any of the installation charges since they are "valid", how can it be a valid charge when they promised me that the $89.99 bundle (tv, internet, phone that includes free installation, free epix shows and free hd box). She claims that I did not have a standard installation instead the technician guys ran fish wiring in my house to install the cable. Neither the sales rep nor the technician informed me about getting extra charge for the "fish wiring". As a consumer, how am I supposed to know these type of connections needed on getting a cable service. This a total rip-off! Timewarner deluded me from the beginning, they do not care providing quality service, all they want is your money. For two weeks, they have fooled me by telling me to wait for a resolution and one of their manager would call me back to address my issues but no one ever did call me. I had to call everyday and follow-up.
It was brought to my attention on my credit reports that I had an unpaid balance owed to Time Warner Cable ( TWC) that reported on 9/30/2014. I immediately contacted the collection agencies to inform them that the balance had been paid off on 1/08/2015 when I got my service with TWC restarted; however I was informed by the collection agencies that I needed to get a letter from TWC stating that the account had been resolved and paid.
on 2/6/2015 I contacted TWC to ask for some form of documentation stating this, at that time I spoke to Misty and she provided me with an Issue Track # 20548676 and informed me that TWC collection department would contact the collection Agency known as CMI to inform them that the matter was resolved.
As of today, 2/13/2015 I have contacted CMI to check the status amount of the account in collections and I was told it still showed an unpaid balance of $65.
i again contacted TWC at 6:59 pm EST on 2/13 and spoke to a total of 7 representatives ( just kept getting passed on to a different rep after I was told a supervisor was not available, as they were helping another customer); After speaking to the following individuals, Leng, Mary, Myles, Sabrina, Bridgette, Kathy, Amorie, and Laura, I was told that they would have to send an email to the original person (Misty) I spoke to on 2/6/2015 to find out what was going on. In the meantime, I am working with a mortgage company to get approved for a loan and they are continually calling me about this outstanding balance from TWC, of which I have yet to get any answers from.
Time Warner Cable may not be a true Telephone provider but they offered me a phone service to go along with the internet and cable service package i was getting and because the cost of bundling everything together seemed to save me money I decided to take their whole package. Before signing up for the package I expressed to them the need for International calls and that I would need a package that provide me with minutes to call outside the US. They told me about a add-on feature that required me to spend $20 to receive an additional 1,000 minutes to make International calls. With all of my needs covered, I decided to go with their package. The first month's didn't seem to be overly high, so I did not investigate the bill to check charges. I then signed up for automatic payments and did not worry about it for a few months. After 4 months I noticed that my bill was extremely high. After investigating the bill I noticed that I was being charged for International calls and I was not exceeding the 1,000 minutes that were provided in the plan. I called customer service and was explained that mobile numbers are not covered in the plan and that I should have been told when I signed up. I told the representative on the phone that I was not told about this stipulation when I signed up or I would have never switched to begin with. The representative told me that it would take a few days for a manager to get authorization to fix the situation. After a week and no response from anyone at Time Warner I decided to call them and find out what was going on. The representative I initially spoke with said my account had no notes of the situation being resolved. I asked to speak to his manager and after a short hold the same representative came back on the line and told me that I had no claim because I waited too long to start a claim, That I should have noticed the error in the first month. I told him that it was unacceptable and the manager should consider before I decide to transfer my service elsewhere. The representative said that the manager is aware and it is my choice.
I have had multiple problems and issues with Time Warner Cable. My HD DVR cable boxes are always going out and freezing up. I have called customer service in the Philippines and have gotten nowhere. When you ask to be transferred to the States, they either get rude or will hang up on you. You can't understand anything they are saying. The customer service people keep insisting that the HD boxes are new, but the ones they give me never work right. The truth is they are all refurbished. The boxes never record a whole show, it will cut off in the middle of a show. My picture always freezes up and pixelates. The digital channels normally have some kind of lines in the picture or have interference in them. The picture quality sure isn't HD quality. I have friends who have Fioptics from Cincinnati Bell and Dish Network, and their picture quality is so much clearer and better. Their picture is always razor sharp. Whenever I press the menu button, I always get a message that says "please wait." I also have their Roadrunner internet and it is very slow too. It doesn't matter if its during peak time or not. It is very unreliable and is always going out when I'm on my computer. I can't even watch Netflix on it. They really need to get into the 2000's and upgrade their cable and internet service.
After several phone calls, Time Warner Cable Customer Service finally verified that the equipment they charged me for after disconnection was being rented to the new owner of the condominium. They said the serial number matched. However, they did not credit my account as they promised to do. They turned it over to a collection agency and notified a credit reporting agency. When I called today to let them know I filed a complaint with the New York State Attorney General's office, Customer Service told me I had speak to Collections and Collections told me I had to speak to Customer Service.
I have had numerous problems with Time Warner Cable. First of all, I have frequent cable outages every month. It doesn't matter if the weather is bad or not. I will be watching a show or movie and all of a sudden the screen will freeze and the picture will go out. I have been given 3 new HD DVR boxes and the problems are still happening. The HD channels don't appear to be in HD and the picture isn't very clear. The digital channels have lines and interference in them. Whenever I call customer service or tech support, I can never understand a word they are saying and they can never help me. They just tell me to reboot the box which never fixes the problem. They will do anything to not send a tech out. It seems to me like there is a problem with a line in the area. On top of that I have poor internet service from them too. It is slow and never the speed I was promised. I pay over $105 per month for this kind of service and I expect better. I will probably just go back to an antenna if service isn't improved.
Time Warner Cable offered a reward for new customers that signed up for the highest speed internet offered at the time. You had to keep you account in good order for 90 days and then six week later they would ship the laptop.
I opened the account on August 30 making Nov 30 the date that the laptop would be earned and then shipped.
My account was set up for auto pay on a credit card so there should be no issues.
I used the card at Home Depot and it was compromized in the big credit card issue they had. The card issuer shut down the card and the TWC was late. in November. They sent a bill and I called TWC and paid the bill immediately. The rep I talked to said the reward would not be efffect as I paid the bill and the account was in good order. He also said that he would try to get the shipment expedited to arrive before Christmas.
On Nov 11 I received an email stating that My eligibility date was coming and that I needed to establish the ship to address.
I called and talked to another rep. I asked if they were going to ship before Christmas and he said no. I asked to change the ship to address and he said that it had to be shipped to the service address - no changes allowed. (then why did they need a ship to address) I should be getting the lap top by mid Jan. And since that time I recieved no communication from TWC at all. I assumed all was OK.
SO, I checked today, jan 16th, and now they say that I have been rejected becasue of the late payment in Nov. - I get nothing. I asked for a letter in writting that stated why I was being rejected, - they refused. They also stated that TWC has the best legal staff in the world and they are perfectly within their rights rejecting me. And there was nothing I could do.
If you have a choice do not chose TWC. They have the best lawyers and no customer service.
Twc had a sales promotion where existing customers could upgrade their services and qualify to receive a "free" dell tablet. I called their local office and they put me through to sales and i asked the representative what upgrade i would need to get to qualify for the tablet. They set me up for upgrades to all of my services which doubled my bill. I asked that a supervisor verify that i would indeed qualify and the supervisor said i qualified. This was june 2014.
After 3 months i called and asked about what information i needed...if i needed to fill something out or what. I was told that i would receive a code either by mail or email that would give me instructions to follow. I called each month and was continually put off with lies and bs that i was qualified snd they were following up etc etc.
In December i called again and the representative and a supervisor said they would send it to be "researched". No one ever called me back or emailed me, i had to keep calling. Then at the end of December they said the results of the research stated that i was not qualified for the promotion.
7 months of LIES, and a DOUBLED cable bill! Lies upon lies upon lies for 7 months and they will never give you anything in writing.
My cable and internet service were scheduled to begin on Dec.7th, 2014. The installation service arrive an hour before scheduled. The employee installed a 7 year old cable box which took over 3 hours to complete because he had to wait for another employee to drop off the required equipment. These employees were a third party outsourced Installation Company and claimed they didn't have access to newer boxes. After the ancient box didn't work properly, I then made a second appointment for them to update the box to a new HD box.
This appointment went smoothly until I turned the box on and discovered that I couldn't view any channels besides local ones because I had an HD box but no access to HD channels. I called Time Warner customer service line to purchase access to these channels and these channels only. After 45 minutes on the line, I unknowingly was enrolled for a $95 upgrade to my existing service including the channels I asked for plus unauthorized upgrades to movie channels, internet, and now an added home phone line even though I clearly stated over and over again that I just wanted to be able access HD channels only. This made my bill almost $200 monthly.
When I discovered this upgrade on my first mailed bill and the box was still not working correctly, I called to cancel the cable service entirely. After 30 minutes on the phone spent almost entirely declining "New plan options", the representative and I agreed that I would now only owe for my internet that I planned to keep and a service visit to have the cable uninstalled based on their 30-day money back guarantee. We set an uninstallation service visit date for January 2nd between 11am and 12pm.
I logged on to my account a week later to pay this, and noticed that my bill posted online reflected $150.95. I called, spoke with the Representative and made a payment for $71.95 for the internet and service visit and he agreed to waive the $5.00 fee to pay my balance with a live person rather than their automated system. I logged on to my bank account and noticed this $71.95 charge as well as an unauthorized charge of $34.94. I called on Friday dec. 26th at 11am to determine what the charge was for, and they could not find it in their system, but guaranteed that it would be refunded in 48 hours.
I received a confirmation for an appointment for Tuesday dec. 30th between 3pm and 4pm to have the cable uninstalled on Monday Dec. 29th at 7pm. I called to cancel this because I did not make this appointment, and would not have ever agreed to this as it would conflict with my schedule. Time Warner made an unauthorized appointment and cancelled my approved appointment in an attempt to end my service earlier and retrieve the box so that they wouldn't have to fulfill the 30 days that they wouldn't be receiving payment for based on their money back guarantee. I called and rescheduled for my original appointment which he said showed as "Cancelled" in his system.
I logged on to my time Warner cable account Tuesday Dec. 30th, to find that I now owed time Warner cable $273.95 and checked my account to see that the charge still had not been refunded. After another 30 minutes on the phone with a time Warner representative, they still could not determine the $34.94 charge was for and told me to wait 5-7 days longer to get a refund. I immediately called my bank to dispute this charge which they agreed to do, as well as cancel my debit card so prevent any more unauthorized charges from this company. I called to then cancel service completely, and get a refund for the internet charge, where the representative agreed that I should only have to pay for the uninstallation service visit and nothing else. I still have not received a refund and if it does not arrive within the next 48 hours I will have to file another claim with my bank in an attempt to retrieve this money. Under the "recent activity" tab on the TWC website, there is a $5.00 service fee charge.
I want to receive the $34.94 back in a timely manner either from Time Warner or my bank, as well as a refund for the internet $31.95 that I canceled with the 30 day guarantee and only be charged a total of $40 for the uninstallation, which was agreed upon on the telephone with a representative. The $5.00 service charged should be waived as agreed upon by the telephone representative as well. I am not sure why the bill reflects $273.94, but after I am refunded and have only paid a total of $40, I want a confirmation in writing that I do not owe Time Warner Cable any additional money. If I do not receive this refund, I will be contacting a small claims court with recorded phone calls that I have of these interactions as well as bank statements and TWC bill statements.
This has been going on since January of 2014 They have not installed my cable even though i was assured before i bought my house i could transfer service.
Five times installers have come after they solicitated me for more services, and i continue to pay for my old address or will lose all my emails and contacts. it was determined a new install required 600 ft of cable and i would be responsible for part of it.
I received a bill for construction after emailing corporate and paid $1246.80 for installation on 8-22 14 and now they want more money and have not given me written explanations or any correspondence even after my requests to do so.
I HAVE ALMOST 60 HOURS INVESTED IN TRYING TO RESOLVE THIS.
Shame on time Warner, i have no tv and minimal internet through my hot spot for my mobile phone.
The company is rip off. Even after returning modem and making all payments on due date. My account was put in collection.This has ruined my credit score. I called their rep several times but they dont try to resolve sitiuation. Every time I call them I have to go over whole story again.
I had disconncted my timewarner service on May 2013 and returned modem. I got bill from some CBP collection agency saying that I hadve to pay so much to Timewarner because I have not returned the modem. This is ridiculous.
What a scam and horrible company to deal with putting me in collections for cable box and modem that they took away when we upgraded our services, Where do I begin ? Very simple here we upgraded our services to add an extra tv in our bedroom and they sent techs one of their subcontractors in to do the job, We have a new cable box and modem and tv in the bedroom now see photos attached. I have recorded calls with their horrible supervisors verfying yes you have new equipment we can see on our system and also verfied that it is common practice for the tech to come in install new equipment and take back the old equipment
But,,,,,,now I am in collections for the equipment that they say was never returned. OMFG Really ! They are theives and trying to get me to pay $352 for equipment their flunkies took back from us the date of the service calls. I have tried to get resolution but they say sorry we never got the equipment back, They did not offer my wife a receipt we just signed electronically on their tablet.
So they refuse to do anything about it or even give me the name of the subcontrator who took the equipment back. They are criminals aand cannot get away with this, Beware of Time Warner and their criminal business practices I advise go with ATT or Dish . Avoid this company like EBOLA.
I have contacted my local media trouble shooter and will be filing a case against them in court, So furious and of course I am cancelling them like a bad habit
I will try to keep my long story as short as possible. I previously posted about my other recent experience on TW facebook and twitter as well. Nothing came of it from TW but a bunch of sorries. About 4 or 5 months ago I switched to Time Warner Cable. I wanted to watch the Dodgers and receive the gift card offer that was presented. I signed up and watched the Dodgers. After a few months I remembered the gift card. i called to ask why I had not received it. I was told I was not going to receive it due to late payment, apparently this is specified very clearly inthe promotion, if you read the fine print. I am a business owner and didn't put much thought into the cable payment. I was late. I asked for them to honor the refund, since they told me earlier that I should have received an email about two weeks after signing up regarding the gift card. I have over 10 emails I need to check everyday through vaious companies. Never saw that email.
Long story short, I threatened to cancel if the card wasn;t honored and they ASKED ME TO PLEASE PROVIDE THEM A DATE I WOULD LIKFE TO CANCEL MY SERIVCE. i CHOSE 10/5/14. I set uo new service onthe 8th and had to call TW back to change the date, they offered to end me gift card and set up service and sorry , blah blah, etc. etc.. At this point it was almost a comast moment, they sent me to retention and tried to talk me into it, i swear the guy wouldnt stop until I asked if this would be another one of those Comcast calls. He immediately gave up and processed my cancellation, I cancelled 2 houses of service and the business lines I had previously signed for the day before. Time Warner had to install a tower in SanFernansdo in order to provide service there. They needed my order to approve construction,I gave this before I ever had even changed over to personal time warner, It was just coincidental timing that they finished the job around the same time I had my problems with the personal side, Tommy Rollins was the only good rep I spoke to in all of this, and he is the one I cancelled the service with back them. They lost over 400 a month over a gift card. They tried really hard to keep the business after I explained what happened and the two house and the business., it's to bad employee number ud66 answered that first call and was so rude, Time goes by.
Last month a rep from TW,, she sells for more than just them but thats her milk and honey account, I tell her above story and she tells me she will be my rep, my personal service person, the fixer of any and all problems. After a half hour or so of declining , she convinces me to sign, It's cheaper after all and she offered me the gift card as well. I gave her leads and she signed almost everyone in my building up. everyone was so happy. Fast forward to Monday Dec 1st. the day of the INSTALL. TW van shows up I get ready and go out to say hello. He does not come to my office. He goes upstairs, he is installing one of the other offices that signed up. I go back to my office and wait, Upstairs guy van leaves and my guy shows up. He comes to my office and lets me know he will be setting up. After a while he comes back and tells me he cannot do the install, there is no conduit to my suite. I ask if he can go through another of the offices, he said that they are not permitted to do that sort of thing, I say ok, he apologizes and I go back to work. e the job.
It is now Tue dec 7th, on a very slow day at my office as the phones have not rung all morning. I receive an email from a client asking why my phones are disconnected. I check and they are. I go into panic mode. The sales person who was supposed to help, told me she would take care of everything. After not replying to my emails and texts, I called her again, she had a manager on the line Jim. Who said he would take care of it. Wed comes and no phones, no fax. I call, email and text again, no response. I begin calling current carrier to try to get my lines back. They tell me to call TW. I call TW, they tell me IN ORDER FOR ME TO FIX THE PROBLEM THEY MADE, i HAD TO CONTACT CURRENT COMPANY. Back and forth I go, not working on my business, but spending literally all day on the cell phone to where my phone constantly is dying. I continue going back and forth . My current company confirms that TW requested porting of the phones on Dec. 1st and they cancelled me after that and lost access to my phones. I found that out today Friday after being on the phones all day. I call TW back and beg someone to tell me where my lines are at so I can call that company and activate them. I was transferred from customer service to tech, back to customer service , back to tech where someone finally looked up the phone numbers. He was rude and talked back a lot, but at least I found out where the numbers are. I am currently on the phone trying to recover my phone lines. I have lost a weeks worth of business at work in what is my busiest time of the year. The earliest I am hearing I might get my phones back is the 11th. I will have to pay the payoff fee with current company, because TW was supposed to pay the early cancellation and now I am left with the bill. If I cannot get my lines back, I will have lost business, countless faxes I should be receiving and will need to redo my signs, my front office window, business cards, website, all the online listings, call back every one of my current customers with updated contact information( because if the call my office they are getting a message telling them my lines have been disconnected), new flyers, countless things to do but the time and energy that goes into it, Needless to say I need to this as soon as possible because i am losing prospects and clients on a daily basis at this point.
THis story has no happy ending. Not only did they not save me money, I am now going to have to pout money out of picket to fix this, not hundreds, but thousands of dollars due to their mistake, not counting the lost business and over 40 companies that I now have to contact and update my information with as well... Imagine being a salesman who's phone line tells ever caller it is disconnected, That is what I am currently dealing with, Last night, The manager Jim called to tell me TW cannot do anything and that they messed up. They should have verified a line existed before porting the numbers over. I became upset at this news yesterday and told him so, He has not returned my calls since, He admitted their error to me and then told me sorry there;s nothing he can do. I sent a message to the super rep who signed me up . She ignored all of them. After a few calls she answers and last time we spoke, She said hold on, no way, I will fix this, give me a few minutes I will call you right back. That was about 4 hours ago. THis is my story. Hope you enjoyed reading about Me The Fool, Twice. By the way, I've spent over 15 hours on the phone dealing with these issues My minutes on the cell phone will probably go over as well. This was as short as I could make it. update: time warner just called and said they will do nothhing about this. I need to hire a lawyer.
I have been a deciated paying TWC customer for many years. I was paying the $5.00 modem lease fees for past 10 years -- thinking the modem must be very expensive or have high maintenance. Why else would they be charging and extra 5.00 per month?
One day, I was just searching around on Amazon and found the same modem for $10.00, which included the shipping and handling.
So I ordered it, and I had to call them to get the new MAC address registered. At the end of installation process my telephone no longer worked. I have the telephone, basic cable and standard internet package for $149.00 (another ripoff) originally advertised as $99.00. After thirty minutes on the phone, with the Internet tech, who finally figured out to register a MAC address, I was transfered next tech department -- the telephone support. They told me no other modem can support their telephone services and I must continue to use the TWC modem; however, they would now remove the $5.00 lease fees.
My complaint is after 10 years of using their services, and being charged $5.00 per month for a total fee of $600+. All I had to do is tell them I had my own modem, and I would get the $5.00 fees removed. Also you still keep their modem in usage because it is needed to have their telephone services working.
Everyone who is paying a $5.00 modem lease fee, stop paying, and get your own modem.
If you have their telephone services -- call in and complain to remove the $5.00 lease modem fee because the modem is is needed to have their extra telephone services and not needed for internet (because you can replace that)
Hello, I am living in an independent living center for about 10 years. From 2005-20012, we always had Time Warner cable tv with rent but pay for phone/internet. Since 2012, some governement channels were blocked and Time Warner wanted us to get cable boxes with accounts. I told them many times I had cable with rent in building contract. In 2013 when I did not choose an account, they blocked my most-watched channel G4 and demanded I try their cable boxes with blocking the channel! When I did try their digital boxes in an honest fashion, they still wanted an extra 25 dollars a month for the extended channels! I complained to our maintenance and they would check for extra filters on our lines. I therefore switched to Att which already was my internet and phone and Time Warner said I would still be on account if I didn't return their ditigal boxes! Well, two years later I still haven't returned their boxes and they are proof the center here possibly knew about the cable channels being blocked the whole time because of vendor agreements. then I find out new residents still get cable with rent when they move in! Therefore the office knew my situation all the time and I have been paying for cable and internet last two years! This is unfair and I will never give Time Warner their origianal cable boxes back. I don't blame Att but they also lied about their 19.00 a month basic fee when 300 channels are 150 a month! Thanks for nothing Time Warner and Brookdale living.
Contacted Time Warner on Saturday regarding a split in a cable running to the house due to landscape digging. Cable is not marked. Repair was to take place between 11-12 Monday. They called the wrong number. Called representatives 4 times on Monday to change the number.
Supposedly they changed the number, but technicians did not show up. Called this a.m. and appointment rescheduled (according to recording) from 8am-10pm window. Called again 3 times to narrow the windon.
Since this is an outside problem, -- we are in country, no city lights, the issue needs to be addressed during daylight hours. Requested several times for a shorter window.
Time Warner could not comply, would not call dispatcher, could not connect me with someone who could problem solve, would not give me the address or phone number of a regional manager -- or higher up.
This has happened to us every time we call Time Warner for service. Would like to change internet suppliers, but cannot find on who services this area through cable. I pay $75.oo per month for basic internet service only -- and I don't get even poor service. I get no service.
I have just spent several hours on the phone with Time Warner Cable, again attempting to get my internet set to the correct $14.98 rate, and actively restored. My service was partially disconnected in an attempt to first get me to pay $99.97 for less than a month of internet, then $79.11 when the undesired and unnecessary service call charge was removed. I am paying the $14.98 internet service that I have agreed to, for two months, from the start date when I again began receiving service on 08/18/14 until 10/18/14. This should be $14.98 a month, or $29.96 for two months, plus another $4.00 for the taxes, fees, and surcharges. Should the TFS be higher, I will pay it. That is $33.96 and I should be paid in full, in advance until 10/18/2014. I do not want to receive any more threatening calls or service disconnections from TWC. The next billing should be for $14.98 plus allowable charges, good until 11/18/2014.
I also called and spent a lot of time with TWC salespersons, this time several hours, attempting to explain to the various persons I was connected to that I only want the lowest internet connection at $14.98, finally getting them to stop trying to sell me on further upgrades, then my service was interrupted and the call was lost as I have an internet house phone through another company. It now appears to be connected again after about 40 minutes. I have had two days less than a month’s service since having service restored after a month and a week with no service on August 18th. Before that time I repeatedly asked for the $14.98 internet only service online., in the service center and repeatedly to every individual who has called, or that I have called at TWC. Overall I have spent the better part of at least five days attempting to have my service which was erroneously eliminated back in July, restored. I had been billed almost $300.00 and had dared to ask for an explanation when I had only asked for $34.99 internet cable service. It appears to me that this cutting off service is done to warn, even threaten customers, should they dare to try to downgrade their service, this is what will happen to you. I spent more than a month without any service at all when I tried to get an explanation for why my bill had zoomed to almost $300.00. It is a pay whatever or else situation here in the West San Fernando Valley, where Time-Warner Cable has a virtual monopoly on cable service.
This horror all started when I questioned the high July billing, which made no sense to me at all. I then decided to purchase my own modem and no longer rent one from Time-Warner. I returned both boxes that I had and was paying rent for at the Chatsworth service center. The man there asked me if I wanted to disconnect all of my service and I told him no, I just want to stop renting these boxes, and pay the least possible for cable internet service only. After that service stopped in July, although I actually paid the ridiculous unexplained high billing in full, before it was cut off. Service was not restored until August 18th. I received a check from Time Warner yesterday for $130.76 on my previous account billing which I questioned back in July. That cost me a month and a half of no internet service, and still had me paying for charges for service I did not receive.
Because I am not paying the higher rate called Basic internet service at $34.99, I am pretty sure that TWC is going to again cut my service off, even with the call in today and paying the two months for the $14.98 internet service. They have not been sending full billings with explanation of the charges and heaven help you if you have to schedule half a business day to call in and attempt to get them to correct their errors. I see no way I can improve this horrible service from a utility without complaining.
Dell 2-1 free with visa give card $100 timewarnercable authorizedoffer.com installation $14.95 plan I fail $129 TV and Internet.. first installation amount $149-------- then called 1-855-394-9879 for installed then ///fake show up cheat+ installation day $253... I said cancell + told me call # 800 customer service they say "no service fee for DVR the whole year" equirement $17 /mo. install $14.95 +++ Help+++ I can deduction for $253 to $202+++++ I still buy it. Then the installation day bill me $253 again??? I called timewarner said" will be fix and I can pay after fix first statement> ok fine after that installed .30 mins The guy went back met My older grandma stay home ask for $ 253 or removed the service ........rude and trick.... steal money old person no honer//// the bad company I warn you!
What a nightmare from the begining to now the end 4 monthes later.
They promised me faster internet and more TV chanels for less plus a 300 dollar rebate card.
Schedualed for instalation took time off from work then the guy comes a real winner all tattoed back like a gang banger and tells me its the wrong kind of installation he wants an easy install, so does nothing tells me to take back equipment for a refund.
I take back equipment they say cant take it back will schedual for better installer.
Wait for next installer and he is rude and says they cant do it either will come back and do it if I run the cable??
What a scam I think they dont want to install it because then they would have to give me a 300 dollar rebate.
Took equipment back again and still no refund but say they will send me a final bill?
Had to stop payment with my bank then they did send me payment bank says to cash it and so then I get another bill for another amount and I did not pay right away thought it was a mistake.
Got another bill the next month and so I call and they say my bank did reverse charges and so I still oue for the check they sent.
I pay it back and now get a letter from a creditor that I owe collection frees from them from a creditor.
What a nightmare!!!!!!!!!!!!!!!!
So if you ever see the add on tv and think its cool be aware they are just a nightmare scam company that must all take classes on how to be rude except when you are asking about new service.
I know some areas have no choice and I think that is how they feel they have you no matter how they treat you
SAD RUDE and they should be sued for my waist of time , waiting for false promises taking time off from work and such a run around with phone liers and rude SAD people. now collection fees and not giviving my money back right away.
Time Warner Cable has shown time and again that they do not keep their customers' best interests in mind, only their bottom line.
I was promised a promotion with my purchase of services. My eligibility for this promotion was confirmed by 4 different representatives. After repeatedly calling TWC to get my promotion registration information, I was finally told I did not qualify for the promotion being offered and they attempted to shut me up with a much smaller promotional offer, which I did not accept. I filed with the BBB and now they say they will be giving me the promotion, but with additional limitations (I have to wait 90 days + 4-6 weeks from the date they filed the paperwork rather than the date of installation, as their terms state). I'll believe it when I have the promotional item in hand.
Their marketing and sales practices are deceptive and underhanded, their customer service is horrible (one "supervisor" stated there was no one above her and refused to give me the contact information for their promotional department, or escalate the issue further for me), and they do not honor promises made to their customers. Additionally, they charge exorbitant rates for services, then give lame excuses such as "speeds may vary" when internet speeds fall well below the speeds paid for.
I would strongly recommend you avoid Time Warner Cable at all costs.
The following should serve nicely as a vehicle for you to see the clarity of Time Warner not providing help or service to their clients. Their departments are intentionally segregated so no solution can be provided, and they give you a deliberate run around...eternally. I can only hope that soon, with the inception of everything wireless, TWC goes the way of the dodo. You people make me sick.
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I had internet, phone, and TV service from TWC. They made a billing error and did not register a payment I made to them. They then cut off ALL of my services WITH NO ADVANCE WARNING!!! The incompetence of the people who work for TWC is beyond belief, but their cruelty - there is truly no more accurate word for it - makes this a company to avoid at all cost.
I tried to resolve this matter by sending emails to them; I never received any response. I filed complaints with the BBB; they never responded to them. (Check the BBB online to read the staggering number of complaints filed against TWC. And they aren't even members of the BBB. I wonder why?) I tried chatting with them online; they continued to repeat that I owe them money, even though my Discover Card records clearly show that they were paid and even though my account AS VIEWED ON THE TWC WEBSITE shows they received the amount in question.
If you want to get a sense of how truly incompetent TWC is, consider that after they turned off service to my home, their billing department repeatedly CALLED THE NUMBER THEY HAD TURNED OFF to ask me for payment!! (I know this only because the left the voice mail active, and I thought to check the voice mail.) They have both my email address and cell phone number, yet never thought to contact me either of those ways.
It turns out that this was actually a wonderful development. I quickly got Windstream service for phone and internet, and they are less expensive than TWC. But the real gift was discovering the a Roku device (only $80-100 as a one-time purchase) or an Apple TV device get about a thousand stations. If we add a Netflix subscription (only $9/month) to that, we can watch any movies we like. We can watch local TV live by adding an indoor antenna (check Amazon for indoor antennas, and read the reviews to find out how easy they are to use and to learn about web sites like tvfool.com that will tell you what kind of antenna you need). We can watch network TV shows when they are using the antenna, or we can subscribe to Hulu Plus (only $8/month) to watch the shows the day after they air. We are now going to save about $50 month just by not having TWC TV service, and we can still watch everything we want to see!
There are plenty of options out there. Google "cable cutting" to read about all the people who cut their cable service, saved a lot of money by doing so, and gave up nothing in the process.
WARNING: TWC is a company without a conscience or soul. Deal with them at your own risk!
I received an advertisement from Time Warner Cable offering me a free Dell 2in1 if I added TV to my internet package. It offered this for a preferred rate of $84.99 per month for one year. When I called in, I was told I would also be required to buy their phone package even though I didn't need or want it. I was told the price would then be $179 per month. I was bounced around and transferred from one department to another and then back. Over half an hour on the phone and no-one was able to acknowledge the offer or provide any help. I was greeted by the typical abrasive, hostile, agressive and rude TWC support staff in their "Customer Solutions Department." My only solution is to post a warning here to others not to waste their time with Time Warner Cable.
I signed up for TWC Intellgenet Home in January of 2014.
When I spoke the the service rep about the service and they indicated they include a motion dector in the package I asked them specificlly will this be a problem with a 60lb dog and the assured me it would not be a problem.
Low and behold it actually did set off the alarm and cuased me to recieve a fine from the City of Austin for $230 for a false alamr.
Not only that but the monitoring service they use were very unprofessional and acted as though they didn't want to help me with this situation.
TWC also charges you for the equipment so if you cancel the service you are stuck with equipment you cannot use and it is very cheap equipment I might add too and it is way over priced for what you can go out and buy at your local retailer.
Their billing practice is atrocious as they bill always in advance so if you have a problem paying your bill if you pay part of your last month's bill and a new bill generates you are automatically 30 days past due.
Trying to get a straight answer from them is very difficult as the customer service people are not update on the services as the techs so you get verying information from person to person and this is frustrating and they don't take accountablity for their misinformation.
If you are looking at obtaining a home security system DO NOT sign up with TWC Intellgenet Home as it is not a good service for what you pay a month for it!
I think they have a long way to go before they are up to the ADT standards and on top of that TWC and Comcast are merging and what will happen with the service when that happens next year is anyone's guess!
Do your homework shop around and find a company that is only in the business for secuirty and that will give you factual information and knows the security business.
After two robo calls from Jeff the robot I tried to reconfirm my appt on Monday. This is the second one in two days. My appointment is on Monday. I tried to watch Bravo last night and this is what I got. I today told them once I waited endlessly for Jeff the robot I was able to get a call back. This mindless idiot tells me we can't give you a new one out of the box...my current one 6 months old was out of the box I opened it myself with the tech.
I asked her why would I want someone's repaired or returned DVR ....I pay for it is is not free, I want a new one. Not that that will guarantee I can watch TV ...check it out.
In February I had Time Warner Intelligent Home installed which included a $300.00 gift card 4-6 weeks afer 90 days of service. The 6 weeks was approximately July 8th. When I called this evening to follow up on not receiving it I was told that it wouldn't be sent until the 27th of July but that being a Sunday it wouldn't go out until the 28th. Roughly 9 weeks after the 90 day period. The rep then said oh well they are actually taking 8-10 weeks before they are sent out.
I escalated to a supervisor who then proceeded to tell me that I am not getting the card at all. He said that my account was not in good standing. However, I pay my bill within the grace period as I am on Social Security Disabilty and I get my money on the third Wednesday of the month so that can be anywhere from the 15th to the 25th depending on where the third Wednesday falls. I have never received a late notice, I have never been disconnected in the three years I have had TWC service.
I updgrated to Signature Home at the end of 2013 and paid within the grace period and received my Samsung Galaxy Note 8 without any issues. The supervisor could not explain how I recieved the tablet.
I have had several TWC billing reps and Personal Solutions Advisors explain that an account is in good standing if paid within the grace period. Isn't that what a grace period is for - to keep your account in good standing and allow some flexibility in payment?
Also, other people I know have been shut off or very late in making payment and they still got their reward.
We wanted cable installed at our house and called Time Warner to have it installed. They wanted $4000 to run the cable aproximately 350 foot from the pole at the bottom of our drive way to our house. What's really strange about this redicous fee is that the installer claims that they are doing it at cost. Well, RG-11 cable is only $200 for 1000ft online and they are trying to rip me off. I offered $2000 and they turned down my offer, so I really don't know what to do.
We signed up for service due to the offer of $300 visa card to switch services.we have been trying for three months to get that visa card and now they are coming up with reasons why we don't qualify for the service after we've had the service for seven months almost 8 months. This is after we have had them out to fix something that has not worked for 3 months! 7 visits over 3 months to get what we pay for! Time Warner has horrible service and is a fraud!
April 25, 2014 my two large dogs contained in my rear yard were barking with an alert of a stranger. I asked the 275 lb man why he was in my rear yard, he saracastically respoonded that he was with Time Warner Cable, and has easement rights. I said I don't care if you are God, yoiu are trespassing, and you should have knocked onmy door,and asked or notified me before entering my property. He indicated he didn't need to do that. My two large dogs realize he is not welcome and start jumping on him, as it is their job to protect me and our property. The trespasser disregarded the two signs on both sides of my yard before entering; Beware of Dog! He then started hitting my dogs with his arms, again 275 lb man, I called my dogs into the house. He came from my right neighbor, proceeded thru my yard, entering my right neighbors yard, where he found a cable box, all he had to do was ask, I could have told him where the box was. He threw the lid off of the cable box about 10 ft displaying his anger. I called Time Warner Cable and reported to a supervisor. She also indicated that employees are trained to ask and notify before entering property, and to be respectful. I saw himleave shortly before I left my home for the evening. I asked that his supervisor call me, I have not received a call and it has been 5 days. The next am I noticed an orange line running on my left side of the house from the cable box, across the rear of my property, and up the right side of my house. I called Time Warner Cable this am, three days later, to ask what is this line, why is it on my property, why was I not notified, what is the status and paln for the line, and the supervisor I spoke with this am was rude as well, indicating employees have rights to enter my property at any time, right to defned themselves against my dogs, have rights to leave cords on my property without notie or information, etc. So which is it, which supervisor was correct,and waht are my rights? So without communication or respect from the employees or Time Warner Cable, I have rights too. I have the right to have my dogs contained in my yard, I have the right to protect myself, my property, and my dogs. So I guess I get my pistol out, and get ready for the next person to enter my property without permission.
I was moving out of the house in Youngstown. I called Time Warner to find out what to do with the box, they said take to local office.I asked my good friend and her mother return it for me since my dad was in the hospital and that was the day he was coming home. I was going there to take care of him and my step-mom. My friend told me that the lady she takes to told her that I would get credit for the equipment, but there still charging me for the equipment they got back.
I have been having ongoing issues with Time Warner Cable in Raleigh, NC since January. I've had over a dozen calls and many hours on the phone to no avail.
To summarize- I had an opportunity to switch to a competitor(DISH) in January for all the same services I was getting plus new movie channels. I could get all for $100/ month for two years.
When I called TWC to cancel they transferred me to a 'retention specialist' that after some back and forth offered me a competitive price match for the same services the competitor was offering. I accepted the offer and stayed.
TWC never honored the agreement and sent me a bill for the full retail service the next month-$130. They told me the promotion that was being offered was no longer available and started trying to sell me new service. This was done even though the rep could see the notes from before agreeing to the match.
In my multiple calls they now try to downgrade me to get to the new price point and tell me everything was a three month promo. I was very diligent and kept notes.
They got me to cancel my change of service by offering me a competitive service and price match only to dishonor it after the competitor promo was no longer available.
I called Time Warner Cable (TWC) in July 2013 to make changes to my service. My husband was laid off and I told them I had to get the bill reduced because I couldn't afford it at thE time. The sales man on the line told me that there was a promotion going on and that I could upgrade service for the same amount I was currently paying. If I could make it and keep the service for 90 days, I would get a $500 Visa gift card by Christmas.
Well, there were several things the sales man did not disclose prior to me making a decision. Therefore, I felt that my decision was not an informed one. I also had to keep my account current and pay on time for the 90 day period. If he reviewed my account he would have noticed I pay 30 days behind, thus disqualifying me from getting the gift card. I asked again and even called back after the 90 days was up to make sure if there was anything that would keep me from getting the card, the answer was NO. I was even issued a registration code for the card, which should not have been issued. And after the 90 days is up, it still takes 4-6 weeks to process.
Needless to say, here it is 4/3 and no gift card. I called TWC on 2/27 and asked that they escalate this issue and make an exception because the terms were not disclosed prior to me making a decision. On 2/28, I received an email from the processor saying the gift card had shipped but no phone call from TWC saying it was resolved. I called again on 4/2 and the supervisor was rude and condescending and didn't even look at the notes in the system. He just kept saying that you had to be paying your bill on time or you wouldn't get the gift card. Definitely looking into another cable and internet provider in my area. These companies make so much money off people charging an arm and a leg for cable. A $500 Visa Gift Card is not going to send them to the poor house. I just wanted them to make it right, but I guess that was too much to ask for.
Takeaway from this: UNLESS YOUR BILL IS CURRENT THROUGH THE SERVICE PERIOD DO NOT UPGRADE SERVICE FOR A REWARD, YOU WILL NOT GET IT!! THEY WILL FIND ANYWAY TO NOT HAVE TO ISSUE IT.
Time Warner Cable Reviews
Seriously about to say GOOD RIDDANCE to Time Warner...
I was a customer with Insight Cable before Time Warner bought them out. Back then I was paying for ALL the channels I was always watching. Let me give you a little history lesson: Insight gave up and cashed out in 2003 when they went private and then the private equity groups purchased the company in 2007. They were up for sale in 2009 and finally found a buyer when TWC purchased them in August 2011.
Now TWC is trying to make me pay for channels they supposedly told me "I got for free"--Well, that's news to me, since Insight included them with their package deals, and when I switched over to TWC, my package deal was not much different. I NEVER was told that any channels were "free" by Time Warner. I was paying for what I thought was NORMAL CABLE, the cable I had always paid for. What cable company in their right mind says channels up to 20 are "FREE" unless they're trying to pull some kind of shady scam?! Apparently they sent an "auditor" to check all the cable lines in this area and make sure what I considered "normal cable" channels, the ones I have always watched since I began living by myself 10 years ago and paying bills to Insight, weren't being watched, as if making sure everyone wasn't trying to steal cable or something. Now all the channels I was paying for SUDDENLY weren't the channels I was supposed to have, and they had the nerve to tell me I was getting those channels for free!!! I got NO letters, no emails, NOTHING telling me about ANY changes or courtesy calls telling me this and asking me if I wanted to choose another package deal!! No, something is going on here, and it's not right.
Well, that ends soon. I'm not getting ripped off, trying to make me BUY BACK("Subscribe" to, as they put it) and make me pay double my normal bill for channels I have always watched is a blatant ripoff.
My husband is taking back the HDMI cable box to the nearest TWC store. When that is recorded as "returned", I want ALL CHARGES involved with it, INCLUDING rental of that box, REMOVED from my bill from here on out, no questions asked. And don't worry, our cable subscription will be next very soon.
I am the owner of a 72 unit apartment complex in Youngstown, Ohio, and in May of 2015 landcapers were planting flowers in a flower bed within 8' of a building. By accident they cut a Time Warner cable. Service to the building was interrupted but within a few hours TW was there and patched the cable, all back up and running. A week later we noticed a TW truck at the street and they informed our handyman that they were installing new cable to the building (about 400'). They didn't tell us though that WE were going to be billed $2100 for the installation. Granted, we cut their cable accidently, but, we had nothing to do with the cable to the street.
Within 6 weeks after the 400' of new cable was installed we received a notice from a collection agency that the billing had been turned over to them! We didn't know of the billing nor did we know it was turned over to a collection agency.
The installation of 400' of new cable to the street was totally unrelated to our cutting of the cable to the building and it had been repaired. It certainly looks like TW was just waiting for us to make a mistake somewhere so they could upgrade their cable and bill us for it. I complained and made a counter argument to the collection agency but they responded a few days later saying TW says we are liable and must pay the $2100!! What a ripoff!!!
TW will lose on this deal as we have now put into our leases that TW is NEVER allowed on the premesis and is forever forward forbidden to install cable, phone or any service to our apartment buildings. In the long run this is going to cost TW more than the $2100.
I switched from Dish Network to Time Warner Cable and was pormised if I was to switch and get a triple play bundle deal and stay in good terms for 90 days. I will be given a $300 dollar dodgers gift card. When it came down to getting this card they told me I will get a postcard in the mail with a redeem code within 2 weeks, As the 2 weeeks went by they tell me that to be elegible I have to stay in good terms for 90 dyas, and for me to check back on the date ending the 90 days, I did that when the 90 days came up. I called cuatomer service and chatted online with them and they then tell me Im not elegible for 300 dollar gift card, Now how am I not elegible if TWC made me that offer if I was to switch then to tell me stay in good terms to not qualifying? Now thats unbelievable. I even read the small print terms and everything needed to get this card, I done so how am I not elegible? And every customer suppor agent had a different story or excuse to why I wasnt elegible they give me the run around, they hang up or they disconnect from chat.. This is bad service How can I be heard and granted what I was promised??
Hello all. I’m sure the message in this post is common knowledge, but I feel that it has to be repeated time and time again until these cable companies take us seriously.
I use Time Warner Cable. Not by choice. I used to use Insight Communications, but TWC bought them. The service I received from Insight was almost flawless. The service I’ve been receiving from Time Warner Cable is less than desirable, to say the least. TWC’s service is as efficient as a lawn mower without gas.
I had problems with the “first” TV remote TWC gave me for my DVR (the box that comes with the cable service) within just a few months after they bought Insight. Regardless of where I was in the room, I would press the buttons 3 to 7 times before anything would happen on the TV. I’m a very busy guy who doesn’t have time to deal with insignificant annoyances such as this, so I put up with the inoperable remote for almost a year until I couldn’t take it anymore. So I called customer service for a new remote. It took them a few days, but they sent a tech to replace the remote.
In less than a month, I was experiencing the same problem. The remote just wouldn’t do its job. I again put up with this for an intolerable amount of time before I called them again to replace the remote for the second time. This would have been the third remote I’ve had to deal with.
When I informed the CSR of that fact, she suggested that it might not be the remotes. It could be the DVR.
So she scheduled a “senior” repair technician to come out and inspect my equipment. In less than 10 minutes after he showed up, he decided to replace all my equipment because, in his own words, they were “old and outdated.”
The equipment swap was scheduled for Wednesday, July 8, 2015, between 8 a.m. and 9 a.m. TWC called me Tuesday to verify Wednesday’s appointment. At 8:10 a.m. Wednesday, TWC called to tell me they didn’t have a technician available at 8 a.m. The earliest they could send anybody was 10 a.m. The tech got there about 10:40 a.m., and didn’t leave until around 1:15 p.m. Now here comes the payoff: He worked on 5 TVs, and left my house with one TV not working. He said someone would call me later to see if it was getting a signal. Anybody else who pulled a stunt like that – leaving the client without fixing the probblem, or at least arranging for someone more advanced then he to show up and fix the problem – they would have been fired.
I called TWC around 2:30ish to talk to a manager, and she tried to send signals to the adapter on the TV to get it working, but none of them worked. She said she was going to investigate and get back to me before she leaves for the day at 6:30 p.m. I’m still waiting for her call.
So now I’m loaded for bear. Not because the TV isn’t working, but because of the inconvenience TWC caused me. I had to make special arrangements for someone to cover me at work. I was expecting to resume work at noon or shortly before. But because the TWC customer service department doesn’t know when its own people work, and the TWC tech was almost 40 minutes late, and he spent almost three hours at my house trying to do a job the customer service department estimated would take a little over an hour, I ended up losing a whole day of work, and my TV still doesn’t work!
So, Thursday, July 9, I called again, explained the situation to the CSR, and asked if I could speak to her boss’ boss. My initial conversation was with a CSR, and I got nowhere. My next conversation was with a CSR’s manager, and I got nowhere. Naturally, at this point I wanted to talk to the CSR’s manager’s manager. She transferred me to someone who identified himself as a CSR lead.
That’s not a manager. That’s a sergeant. I’ve already talked to his level, and got nowhere. I’ve already talked to first level management, and got nowhere. Now I wanted to speak to second level management. He put me on hold for a few minutes and came back to tell me there are no managers around.
Funny, that. This guy must think I’m an idiot. This is an inbound call center open 24/7 with hundreds of people on the phones per shift. Whom is he trying to kid? There are dozens of second level managers in the building, probably playing computer games in their offices. He just didn’t want to bother them.
He insisted I let him help me. I told him I’ve already tried his level, and the level above him, and my problem is still not fixed. He replied that he was trying to help me but I wouldn’t let him, so the only other option I have is to write a letter to the president of the corporation. Can you believe that? What kind of corporation treats its customers that way? What kind of a CEO allows such an anti-customer culture in his company?
Why didn’t TWC contact all of its customers to make sure they were using the new equipment instead of the old and outdated equipment the minute they became old and outdated? Would the TWC 50-year-old CEO Robert D. Marcus be satisfied on a 40-year-old cruise ship while other CEOs were sailing on a 5-year-old ship? Does he think he is above his customers? The answer has to be yes, given the fact that according to Bloomberg.com (http://www.bloomberg.com/research/stocks/people/person.asp?personId=754928&ticker=TWC) Mr. Marcus earned a grand total of $34,615,597 as of fiscal year 2014. Not bad for a man who doesn’t know how to schedule appointments. (Remember, a fish rots from the head first.) What’s a few dissatisfied customers to him?
Around the end of 2015, TWC will be purchased by Charter Communications, the fourth largest cable operator in the U.S. The new company will be called New Charter. I hope they did their homework and realize what they’re stepping into.
Moral of the story: if you’re thinking about getting cable or switching cable companies, avoid Time Warner Cable or New Charter AT ANY COST, unless there is no one else you can use in your area.
My first and only experience of Time Warner:
Peter Culver city Time Warner Rep lied about pricing and plan details. TIme Warner did nothing to compensate.
I called Time Warner directly and I was quoted a price. After shopping around I was told if I went to the rep in Best Buy he would be able to offer plans`/ pricing that was not offered by calling Time directly or on line. So I called "Peter" at Culver city best buy who told me he was the "main rep" & could do more and keep the price around $20 plus tax and box ex. This total monthly would be around $34 total. He promised the speed would allow all Internet use plus netflix computers ex with no problem. He also told me that I could use the net works Internet no matter my location and this came with all packages. Everything he said was 100% false. The day he signed me up I called he called back with in 20 minutes, the day of installation when I found out he was lying he didn't show up to work or return my call at all. Time Warner offered nothing to compensate for this mess.
They will offer anything the rabbit and the carrot
I have had Time warner for about a year and everything was ok the last 3 months have been slipping and then the last month has been horrible! the whole reson i even use the internet is because I have a 4 year od daughter in california. i have not seen or touched her in a year and it kills me so we skype and vide chat all day every day. so you see the internet is important to me so i can atleast see my baby.
for the last month i have not been able to do much more then voice chat with my daughter i have not seen her face in a month. I have been on the chat trying to get this resolved by time warner and they told me at first its the new upgrade this month will be a bit slower ok fine what ever.... then the net started to flake and turn off and not work they said i needed to exchage the modem.... waited in line at the store for a hour set it up and i was barely able to open a web page that was about a week ago..... havent been able to talk to my daughter....
so then after about 10 more chats they said oh well theres something wrong with that modem exchange it, that was after the upgrade went through too.. they then gave me a router wich shut literally everyone but 2 computers down and about 10 mins to load a web page.... ok well when i got the router the lady set it up were a gy was to come and fx it the next day between 9-10 at 11 i checked my account and said no servce tech coming today i ask why and they said he tried to call and no one answered so he left.....
i have told them before this issues cme to be i only have google voice with their service i can make or recive ANY calls. i told them that when i also told them i will NOT be paying $50.01 for the servic they have not provided and they responded they would have to escalate the issues to get it where i dont have to and i told them this then.... they asked to rescedual and i told them no mondy i will be returning their crappy router and going else where i have picture and fb messages for all of this too
after that they blocked me on face book so i have been spreading the word about their ways and ability of doing buisness. please help the people who cnt elp themself im sure people were done worse to then just me just read their facebook reviews its a horrible company
Time Warner cable has redigitized free or free with basic cable service channels forcing you to pay monthly for a convertor and remote for every tv in your house plugged into the cable outlet without a super convertor or dvr. Use of this box does not allow use of settings in your tv such as channel skip. This cable box plays all channels listed as free or free with basic service.
TWC is, by forcing us to use this new convertor box, double charging us for cable service.
William, Arlington, Texas
Time Warner cable is a big fraud. I called on the weekend to remove services there are no agents available to do that. However, they're happy to add any new service you would like. There is virtually no wait to add services, less than 60 seconds yet to cancel services you have to call on the business day. This makes it very inconvenient for anybody with a job to call. It's amazing you can add services but not remove services on the weekend. I have called customer service during the week over a six week period to cancel some of my services and each time I'm way over two hours and then give and hang up. This company has the most corrupt Business practices I've ever seen. Bruce- Simi Valley, California
We tried to cancel our Time Warner Service to switch to a rival company that was offering a package $30 a month cheaper and a $300 gift card for signing up. Time Warner offered to match the competition and reduced our bill by $30 and promised to sent a $300 gift card. We are still waiting for the gift card to arrive since December. We have contacted Time Warner on multiple occasions and they have agreed that the card should be despatched. Our last contact to them yesterday by web chat to enquire about the missing card produced a statement that we were not entitled to the card. Upon explaining that he is contradicting numerous people he said that he was crediting our account by just $75 Which we put refused in writing.
Has anyone had the same issue so that we can look at the possibility for launching a class action law suit.
I have been with timewarner cable for more than two years now and my experience with them keeps getting worse and worse, especially compared to the other provider in my previous home. I moved in to that area in 2012 where I got the service, I subscribed for a good deal of fast internet and starter TV. The internet speed was not fast. A few months later I guess it improved a bit, probably to what I actually subscribed to.
After a year, I received a mail from them stating that they were generous to me and continued giving me a discount, but less of discount than what they had in the initial subscription. I thought it was a bit high for that kind of service, so I went on looking for other servces. To my shock, there were not any. I wanted Cox communication service, I think they are the best in San Diego, unfortunately, I was forced to be stuck with them. We had to continue with them at least for now.
After a few months, we decided to move to another home in that area. I called TWC, and I said I wanted to have the service in that new home. They said that they are happy to do so, and requested my information. They scheduled an appointment for the technician to connect the service for $15. That was strange since the previous person in that home had an ongoing internet service from TWC that was working perfectly. Nevertheless, the sent the technecian who seemed to "connect" the service.
After that, I noticed that my bill gradually increased by almost $10. I did not pay much attention to that before, but they actually kept using the same old so-called offer even though I already moved to a new home! I was really frustrated.
I went to their store to dispute this, and the CSR was not someone that I want to deal with again. I told him the story with more details, all of which had TWC problems all over, but he was like giving me more problems, I swear I had more options and interactions going online that with him. I told him that I would like to have another company to provide me with better services, he said that I cannot. I told him that I already aplied for an appointment with Cox (which I did back then), he said that he was in Cox less than six months ago, and he said I m not arguing with you " I am just telling you, you will not get their service", because the do not operate in that area, this area is only operated by TWC. All the good reason to have a good monopoly.
I tried calling and discussing my option with them with no luck. They just want me to buy more services with just "a bit" of price increase. I do not want more services. I just want internet! and why do I have to pay double or triple of what the neighboring area does and for less of that speed and worse connection sometimes?
Finally, I do not understand how giving a company an exclusive right to operate in one place without any restrictions to the service level or value proposition and give them athe green light to raise prices way above competition and force customers to stick with it or stay without any service is "good" for the customer.
I hope one day better companies will replace this awful greedy company and provide customers with higher value services.
On February 10, 2015, I was lured by this sales rep #ZE2 to add a cable and a phone line to my existing account which has internet only. This sales rep promised me that I’ll be getting free installation for all of the rooms and a $300 gift card to help me pay-off my contract cancellation with dish network. The promo offer that I called about was advertised on TV for $89.99/bundle priced but the sales rep gave me a rate of $126.97 for three room’s cable (2 DVR’s and 1 standard), internet, and a phone line which is fine with me (job# 942792). The next day- February 11, 2015, the time warner technician came to install the cable and the phone, I reiterated with him about the free installation deal I have on my account and he said “Don’t worry sir, if that what is promised to you then you don’t have to worry about any charges.” On March 2nd, when I checked my account, I was shocked that I got bill of $250++ for the installation and a monthly rate of $155++, I was very upset and called the time warner customer support- my call was directed to the billing department, I spoke to Gary #YT6, according to him he will bring my concerns to his supervisor and will call me back. Since Monday, I haven’t heard from him. I called the customer support several times to follow-up on any resolution. It is very frustrating on my end, not able to talk to any management when I asked for a supervisor. Reps always telling me that supervisor is not around or they’re going to call me back or they are backed-up that’s why I’m not getting any return call. I spoke to one representative again and gave her the sales id # of the rep that sold me the bundle deal she said that rep #ZE2 was an outside contractor for timewarner and there is no way for her to contact the rep but she will send an email to her supervisor. It's been over a week and I haven't heard from anybody. Today I called the corporate office in NY and told them about what had happened. The lady that I spoke to said that she cannot reverse any of the installation charges since they are "valid", how can it be a valid charge when they promised me that the $89.99 bundle (tv, internet, phone that includes free installation, free epix shows and free hd box). She claims that I did not have a standard installation instead the technician guys ran fish wiring in my house to install the cable. Neither the sales rep nor the technician informed me about getting extra charge for the "fish wiring". As a consumer, how am I supposed to know these type of connections needed on getting a cable service. This a total rip-off! Timewarner deluded me from the beginning, they do not care providing quality service, all they want is your money. For two weeks, they have fooled me by telling me to wait for a resolution and one of their manager would call me back to address my issues but no one ever did call me. I had to call everyday and follow-up.
It was brought to my attention on my credit reports that I had an unpaid balance owed to Time Warner Cable ( TWC) that reported on 9/30/2014. I immediately contacted the collection agencies to inform them that the balance had been paid off on 1/08/2015 when I got my service with TWC restarted; however I was informed by the collection agencies that I needed to get a letter from TWC stating that the account had been resolved and paid.
on 2/6/2015 I contacted TWC to ask for some form of documentation stating this, at that time I spoke to Misty and she provided me with an Issue Track # 20548676 and informed me that TWC collection department would contact the collection Agency known as CMI to inform them that the matter was resolved.
As of today, 2/13/2015 I have contacted CMI to check the status amount of the account in collections and I was told it still showed an unpaid balance of $65.
i again contacted TWC at 6:59 pm EST on 2/13 and spoke to a total of 7 representatives ( just kept getting passed on to a different rep after I was told a supervisor was not available, as they were helping another customer); After speaking to the following individuals, Leng, Mary, Myles, Sabrina, Bridgette, Kathy, Amorie, and Laura, I was told that they would have to send an email to the original person (Misty) I spoke to on 2/6/2015 to find out what was going on. In the meantime, I am working with a mortgage company to get approved for a loan and they are continually calling me about this outstanding balance from TWC, of which I have yet to get any answers from.
Time Warner Cable may not be a true Telephone provider but they offered me a phone service to go along with the internet and cable service package i was getting and because the cost of bundling everything together seemed to save me money I decided to take their whole package. Before signing up for the package I expressed to them the need for International calls and that I would need a package that provide me with minutes to call outside the US. They told me about a add-on feature that required me to spend $20 to receive an additional 1,000 minutes to make International calls. With all of my needs covered, I decided to go with their package. The first month's didn't seem to be overly high, so I did not investigate the bill to check charges. I then signed up for automatic payments and did not worry about it for a few months. After 4 months I noticed that my bill was extremely high. After investigating the bill I noticed that I was being charged for International calls and I was not exceeding the 1,000 minutes that were provided in the plan. I called customer service and was explained that mobile numbers are not covered in the plan and that I should have been told when I signed up. I told the representative on the phone that I was not told about this stipulation when I signed up or I would have never switched to begin with. The representative told me that it would take a few days for a manager to get authorization to fix the situation. After a week and no response from anyone at Time Warner I decided to call them and find out what was going on. The representative I initially spoke with said my account had no notes of the situation being resolved. I asked to speak to his manager and after a short hold the same representative came back on the line and told me that I had no claim because I waited too long to start a claim, That I should have noticed the error in the first month. I told him that it was unacceptable and the manager should consider before I decide to transfer my service elsewhere. The representative said that the manager is aware and it is my choice.
I have had multiple problems and issues with Time Warner Cable. My HD DVR cable boxes are always going out and freezing up. I have called customer service in the Philippines and have gotten nowhere. When you ask to be transferred to the States, they either get rude or will hang up on you. You can't understand anything they are saying. The customer service people keep insisting that the HD boxes are new, but the ones they give me never work right. The truth is they are all refurbished. The boxes never record a whole show, it will cut off in the middle of a show. My picture always freezes up and pixelates. The digital channels normally have some kind of lines in the picture or have interference in them. The picture quality sure isn't HD quality. I have friends who have Fioptics from Cincinnati Bell and Dish Network, and their picture quality is so much clearer and better. Their picture is always razor sharp. Whenever I press the menu button, I always get a message that says "please wait." I also have their Roadrunner internet and it is very slow too. It doesn't matter if its during peak time or not. It is very unreliable and is always going out when I'm on my computer. I can't even watch Netflix on it. They really need to get into the 2000's and upgrade their cable and internet service.
After several phone calls, Time Warner Cable Customer Service finally verified that the equipment they charged me for after disconnection was being rented to the new owner of the condominium. They said the serial number matched. However, they did not credit my account as they promised to do. They turned it over to a collection agency and notified a credit reporting agency. When I called today to let them know I filed a complaint with the New York State Attorney General's office, Customer Service told me I had speak to Collections and Collections told me I had to speak to Customer Service.
I have had numerous problems with Time Warner Cable. First of all, I have frequent cable outages every month. It doesn't matter if the weather is bad or not. I will be watching a show or movie and all of a sudden the screen will freeze and the picture will go out. I have been given 3 new HD DVR boxes and the problems are still happening. The HD channels don't appear to be in HD and the picture isn't very clear. The digital channels have lines and interference in them. Whenever I call customer service or tech support, I can never understand a word they are saying and they can never help me. They just tell me to reboot the box which never fixes the problem. They will do anything to not send a tech out. It seems to me like there is a problem with a line in the area. On top of that I have poor internet service from them too. It is slow and never the speed I was promised. I pay over $105 per month for this kind of service and I expect better. I will probably just go back to an antenna if service isn't improved.
Time Warner Cable offered a reward for new customers that signed up for the highest speed internet offered at the time. You had to keep you account in good order for 90 days and then six week later they would ship the laptop.
I opened the account on August 30 making Nov 30 the date that the laptop would be earned and then shipped.
My account was set up for auto pay on a credit card so there should be no issues.
I used the card at Home Depot and it was compromized in the big credit card issue they had. The card issuer shut down the card and the TWC was late. in November. They sent a bill and I called TWC and paid the bill immediately. The rep I talked to said the reward would not be efffect as I paid the bill and the account was in good order. He also said that he would try to get the shipment expedited to arrive before Christmas.
On Nov 11 I received an email stating that My eligibility date was coming and that I needed to establish the ship to address.
I called and talked to another rep. I asked if they were going to ship before Christmas and he said no. I asked to change the ship to address and he said that it had to be shipped to the service address - no changes allowed. (then why did they need a ship to address) I should be getting the lap top by mid Jan. And since that time I recieved no communication from TWC at all. I assumed all was OK.
SO, I checked today, jan 16th, and now they say that I have been rejected becasue of the late payment in Nov. - I get nothing. I asked for a letter in writting that stated why I was being rejected, - they refused. They also stated that TWC has the best legal staff in the world and they are perfectly within their rights rejecting me. And there was nothing I could do.
If you have a choice do not chose TWC. They have the best lawyers and no customer service.
Twc had a sales promotion where existing customers could upgrade their services and qualify to receive a "free" dell tablet. I called their local office and they put me through to sales and i asked the representative what upgrade i would need to get to qualify for the tablet. They set me up for upgrades to all of my services which doubled my bill. I asked that a supervisor verify that i would indeed qualify and the supervisor said i qualified. This was june 2014.
After 3 months i called and asked about what information i needed...if i needed to fill something out or what. I was told that i would receive a code either by mail or email that would give me instructions to follow. I called each month and was continually put off with lies and bs that i was qualified snd they were following up etc etc.
In December i called again and the representative and a supervisor said they would send it to be "researched". No one ever called me back or emailed me, i had to keep calling. Then at the end of December they said the results of the research stated that i was not qualified for the promotion.
7 months of LIES, and a DOUBLED cable bill! Lies upon lies upon lies for 7 months and they will never give you anything in writing.
My cable and internet service were scheduled to begin on Dec.7th, 2014. The installation service arrive an hour before scheduled. The employee installed a 7 year old cable box which took over 3 hours to complete because he had to wait for another employee to drop off the required equipment. These employees were a third party outsourced Installation Company and claimed they didn't have access to newer boxes. After the ancient box didn't work properly, I then made a second appointment for them to update the box to a new HD box.
This appointment went smoothly until I turned the box on and discovered that I couldn't view any channels besides local ones because I had an HD box but no access to HD channels. I called Time Warner customer service line to purchase access to these channels and these channels only. After 45 minutes on the line, I unknowingly was enrolled for a $95 upgrade to my existing service including the channels I asked for plus unauthorized upgrades to movie channels, internet, and now an added home phone line even though I clearly stated over and over again that I just wanted to be able access HD channels only. This made my bill almost $200 monthly.
When I discovered this upgrade on my first mailed bill and the box was still not working correctly, I called to cancel the cable service entirely. After 30 minutes on the phone spent almost entirely declining "New plan options", the representative and I agreed that I would now only owe for my internet that I planned to keep and a service visit to have the cable uninstalled based on their 30-day money back guarantee. We set an uninstallation service visit date for January 2nd between 11am and 12pm.
I logged on to my account a week later to pay this, and noticed that my bill posted online reflected $150.95. I called, spoke with the Representative and made a payment for $71.95 for the internet and service visit and he agreed to waive the $5.00 fee to pay my balance with a live person rather than their automated system. I logged on to my bank account and noticed this $71.95 charge as well as an unauthorized charge of $34.94. I called on Friday dec. 26th at 11am to determine what the charge was for, and they could not find it in their system, but guaranteed that it would be refunded in 48 hours.
I received a confirmation for an appointment for Tuesday dec. 30th between 3pm and 4pm to have the cable uninstalled on Monday Dec. 29th at 7pm. I called to cancel this because I did not make this appointment, and would not have ever agreed to this as it would conflict with my schedule. Time Warner made an unauthorized appointment and cancelled my approved appointment in an attempt to end my service earlier and retrieve the box so that they wouldn't have to fulfill the 30 days that they wouldn't be receiving payment for based on their money back guarantee. I called and rescheduled for my original appointment which he said showed as "Cancelled" in his system.
I logged on to my time Warner cable account Tuesday Dec. 30th, to find that I now owed time Warner cable $273.95 and checked my account to see that the charge still had not been refunded. After another 30 minutes on the phone with a time Warner representative, they still could not determine the $34.94 charge was for and told me to wait 5-7 days longer to get a refund. I immediately called my bank to dispute this charge which they agreed to do, as well as cancel my debit card so prevent any more unauthorized charges from this company. I called to then cancel service completely, and get a refund for the internet charge, where the representative agreed that I should only have to pay for the uninstallation service visit and nothing else. I still have not received a refund and if it does not arrive within the next 48 hours I will have to file another claim with my bank in an attempt to retrieve this money. Under the "recent activity" tab on the TWC website, there is a $5.00 service fee charge.
I want to receive the $34.94 back in a timely manner either from Time Warner or my bank, as well as a refund for the internet $31.95 that I canceled with the 30 day guarantee and only be charged a total of $40 for the uninstallation, which was agreed upon on the telephone with a representative. The $5.00 service charged should be waived as agreed upon by the telephone representative as well. I am not sure why the bill reflects $273.94, but after I am refunded and have only paid a total of $40, I want a confirmation in writing that I do not owe Time Warner Cable any additional money. If I do not receive this refund, I will be contacting a small claims court with recorded phone calls that I have of these interactions as well as bank statements and TWC bill statements.
This has been going on since January of 2014 They have not installed my cable even though i was assured before i bought my house i could transfer service.
Five times installers have come after they solicitated me for more services, and i continue to pay for my old address or will lose all my emails and contacts. it was determined a new install required 600 ft of cable and i would be responsible for part of it.
I received a bill for construction after emailing corporate and paid $1246.80 for installation on 8-22 14 and now they want more money and have not given me written explanations or any correspondence even after my requests to do so.
I HAVE ALMOST 60 HOURS INVESTED IN TRYING TO RESOLVE THIS.
Shame on time Warner, i have no tv and minimal internet through my hot spot for my mobile phone.
The company is rip off. Even after returning modem and making all payments on due date. My account was put in collection.This has ruined my credit score. I called their rep several times but they dont try to resolve sitiuation. Every time I call them I have to go over whole story again.
I had disconncted my timewarner service on May 2013 and returned modem. I got bill from some CBP collection agency saying that I hadve to pay so much to Timewarner because I have not returned the modem. This is ridiculous.
We should file class action suit against them,
What a scam and horrible company to deal with putting me in collections for cable box and modem that they took away when we upgraded our services, Where do I begin ? Very simple here we upgraded our services to add an extra tv in our bedroom and they sent techs one of their subcontractors in to do the job, We have a new cable box and modem and tv in the bedroom now see photos attached. I have recorded calls with their horrible supervisors verfying yes you have new equipment we can see on our system and also verfied that it is common practice for the tech to come in install new equipment and take back the old equipment
But,,,,,,now I am in collections for the equipment that they say was never returned. OMFG Really ! They are theives and trying to get me to pay $352 for equipment their flunkies took back from us the date of the service calls. I have tried to get resolution but they say sorry we never got the equipment back, They did not offer my wife a receipt we just signed electronically on their tablet.
So they refuse to do anything about it or even give me the name of the subcontrator who took the equipment back. They are criminals aand cannot get away with this, Beware of Time Warner and their criminal business practices I advise go with ATT or Dish . Avoid this company like EBOLA.
I have contacted my local media trouble shooter and will be filing a case against them in court, So furious and of course I am cancelling them like a bad habit
I will try to keep my long story as short as possible. I previously posted about my other recent experience on TW facebook and twitter as well. Nothing came of it from TW but a bunch of sorries. About 4 or 5 months ago I switched to Time Warner Cable. I wanted to watch the Dodgers and receive the gift card offer that was presented. I signed up and watched the Dodgers. After a few months I remembered the gift card. i called to ask why I had not received it. I was told I was not going to receive it due to late payment, apparently this is specified very clearly inthe promotion, if you read the fine print. I am a business owner and didn't put much thought into the cable payment. I was late. I asked for them to honor the refund, since they told me earlier that I should have received an email about two weeks after signing up regarding the gift card. I have over 10 emails I need to check everyday through vaious companies. Never saw that email.
Long story short, I threatened to cancel if the card wasn;t honored and they ASKED ME TO PLEASE PROVIDE THEM A DATE I WOULD LIKFE TO CANCEL MY SERIVCE. i CHOSE 10/5/14. I set uo new service onthe 8th and had to call TW back to change the date, they offered to end me gift card and set up service and sorry , blah blah, etc. etc.. At this point it was almost a comast moment, they sent me to retention and tried to talk me into it, i swear the guy wouldnt stop until I asked if this would be another one of those Comcast calls. He immediately gave up and processed my cancellation, I cancelled 2 houses of service and the business lines I had previously signed for the day before. Time Warner had to install a tower in SanFernansdo in order to provide service there. They needed my order to approve construction,I gave this before I ever had even changed over to personal time warner, It was just coincidental timing that they finished the job around the same time I had my problems with the personal side, Tommy Rollins was the only good rep I spoke to in all of this, and he is the one I cancelled the service with back them. They lost over 400 a month over a gift card. They tried really hard to keep the business after I explained what happened and the two house and the business., it's to bad employee number ud66 answered that first call and was so rude, Time goes by.
Last month a rep from TW,, she sells for more than just them but thats her milk and honey account, I tell her above story and she tells me she will be my rep, my personal service person, the fixer of any and all problems. After a half hour or so of declining , she convinces me to sign, It's cheaper after all and she offered me the gift card as well. I gave her leads and she signed almost everyone in my building up. everyone was so happy. Fast forward to Monday Dec 1st. the day of the INSTALL. TW van shows up I get ready and go out to say hello. He does not come to my office. He goes upstairs, he is installing one of the other offices that signed up. I go back to my office and wait, Upstairs guy van leaves and my guy shows up. He comes to my office and lets me know he will be setting up. After a while he comes back and tells me he cannot do the install, there is no conduit to my suite. I ask if he can go through another of the offices, he said that they are not permitted to do that sort of thing, I say ok, he apologizes and I go back to work. e the job.
It is now Tue dec 7th, on a very slow day at my office as the phones have not rung all morning. I receive an email from a client asking why my phones are disconnected. I check and they are. I go into panic mode. The sales person who was supposed to help, told me she would take care of everything. After not replying to my emails and texts, I called her again, she had a manager on the line Jim. Who said he would take care of it. Wed comes and no phones, no fax. I call, email and text again, no response. I begin calling current carrier to try to get my lines back. They tell me to call TW. I call TW, they tell me IN ORDER FOR ME TO FIX THE PROBLEM THEY MADE, i HAD TO CONTACT CURRENT COMPANY. Back and forth I go, not working on my business, but spending literally all day on the cell phone to where my phone constantly is dying. I continue going back and forth . My current company confirms that TW requested porting of the phones on Dec. 1st and they cancelled me after that and lost access to my phones. I found that out today Friday after being on the phones all day. I call TW back and beg someone to tell me where my lines are at so I can call that company and activate them. I was transferred from customer service to tech, back to customer service , back to tech where someone finally looked up the phone numbers. He was rude and talked back a lot, but at least I found out where the numbers are. I am currently on the phone trying to recover my phone lines. I have lost a weeks worth of business at work in what is my busiest time of the year. The earliest I am hearing I might get my phones back is the 11th. I will have to pay the payoff fee with current company, because TW was supposed to pay the early cancellation and now I am left with the bill. If I cannot get my lines back, I will have lost business, countless faxes I should be receiving and will need to redo my signs, my front office window, business cards, website, all the online listings, call back every one of my current customers with updated contact information( because if the call my office they are getting a message telling them my lines have been disconnected), new flyers, countless things to do but the time and energy that goes into it, Needless to say I need to this as soon as possible because i am losing prospects and clients on a daily basis at this point.
THis story has no happy ending. Not only did they not save me money, I am now going to have to pout money out of picket to fix this, not hundreds, but thousands of dollars due to their mistake, not counting the lost business and over 40 companies that I now have to contact and update my information with as well... Imagine being a salesman who's phone line tells ever caller it is disconnected, That is what I am currently dealing with, Last night, The manager Jim called to tell me TW cannot do anything and that they messed up. They should have verified a line existed before porting the numbers over. I became upset at this news yesterday and told him so, He has not returned my calls since, He admitted their error to me and then told me sorry there;s nothing he can do. I sent a message to the super rep who signed me up . She ignored all of them. After a few calls she answers and last time we spoke, She said hold on, no way, I will fix this, give me a few minutes I will call you right back. That was about 4 hours ago. THis is my story. Hope you enjoyed reading about Me The Fool, Twice. By the way, I've spent over 15 hours on the phone dealing with these issues My minutes on the cell phone will probably go over as well. This was as short as I could make it. update: time warner just called and said they will do nothhing about this. I need to hire a lawyer.
Time Warner Cable,
I have been a deciated paying TWC customer for many years. I was paying the $5.00 modem lease fees for past 10 years -- thinking the modem must be very expensive or have high maintenance. Why else would they be charging and extra 5.00 per month?
One day, I was just searching around on Amazon and found the same modem for $10.00, which included the shipping and handling.
So I ordered it, and I had to call them to get the new MAC address registered. At the end of installation process my telephone no longer worked. I have the telephone, basic cable and standard internet package for $149.00 (another ripoff) originally advertised as $99.00. After thirty minutes on the phone, with the Internet tech, who finally figured out to register a MAC address, I was transfered next tech department -- the telephone support. They told me no other modem can support their telephone services and I must continue to use the TWC modem; however, they would now remove the $5.00 lease fees.
My complaint is after 10 years of using their services, and being charged $5.00 per month for a total fee of $600+. All I had to do is tell them I had my own modem, and I would get the $5.00 fees removed. Also you still keep their modem in usage because it is needed to have their telephone services working.
Everyone who is paying a $5.00 modem lease fee, stop paying, and get your own modem.
If you have their telephone services -- call in and complain to remove the $5.00 lease modem fee because the modem is is needed to have their extra telephone services and not needed for internet (because you can replace that)
Hello, I am living in an independent living center for about 10 years. From 2005-20012, we always had Time Warner cable tv with rent but pay for phone/internet. Since 2012, some governement channels were blocked and Time Warner wanted us to get cable boxes with accounts. I told them many times I had cable with rent in building contract. In 2013 when I did not choose an account, they blocked my most-watched channel G4 and demanded I try their cable boxes with blocking the channel! When I did try their digital boxes in an honest fashion, they still wanted an extra 25 dollars a month for the extended channels! I complained to our maintenance and they would check for extra filters on our lines. I therefore switched to Att which already was my internet and phone and Time Warner said I would still be on account if I didn't return their ditigal boxes! Well, two years later I still haven't returned their boxes and they are proof the center here possibly knew about the cable channels being blocked the whole time because of vendor agreements. then I find out new residents still get cable with rent when they move in! Therefore the office knew my situation all the time and I have been paying for cable and internet last two years! This is unfair and I will never give Time Warner their origianal cable boxes back. I don't blame Att but they also lied about their 19.00 a month basic fee when 300 channels are 150 a month! Thanks for nothing Time Warner and Brookdale living.
Contacted Time Warner on Saturday regarding a split in a cable running to the house due to landscape digging. Cable is not marked. Repair was to take place between 11-12 Monday. They called the wrong number. Called representatives 4 times on Monday to change the number.
Supposedly they changed the number, but technicians did not show up. Called this a.m. and appointment rescheduled (according to recording) from 8am-10pm window. Called again 3 times to narrow the windon.
Since this is an outside problem, -- we are in country, no city lights, the issue needs to be addressed during daylight hours. Requested several times for a shorter window.
Time Warner could not comply, would not call dispatcher, could not connect me with someone who could problem solve, would not give me the address or phone number of a regional manager -- or higher up.
This has happened to us every time we call Time Warner for service. Would like to change internet suppliers, but cannot find on who services this area through cable. I pay $75.oo per month for basic internet service only -- and I don't get even poor service. I get no service.
I have just spent several hours on the phone with Time Warner Cable, again attempting to get my internet set to the correct $14.98 rate, and actively restored. My service was partially disconnected in an attempt to first get me to pay $99.97 for less than a month of internet, then $79.11 when the undesired and unnecessary service call charge was removed. I am paying the $14.98 internet service that I have agreed to, for two months, from the start date when I again began receiving service on 08/18/14 until 10/18/14. This should be $14.98 a month, or $29.96 for two months, plus another $4.00 for the taxes, fees, and surcharges. Should the TFS be higher, I will pay it. That is $33.96 and I should be paid in full, in advance until 10/18/2014. I do not want to receive any more threatening calls or service disconnections from TWC. The next billing should be for $14.98 plus allowable charges, good until 11/18/2014.
I also called and spent a lot of time with TWC salespersons, this time several hours, attempting to explain to the various persons I was connected to that I only want the lowest internet connection at $14.98, finally getting them to stop trying to sell me on further upgrades, then my service was interrupted and the call was lost as I have an internet house phone through another company. It now appears to be connected again after about 40 minutes. I have had two days less than a month’s service since having service restored after a month and a week with no service on August 18th. Before that time I repeatedly asked for the $14.98 internet only service online., in the service center and repeatedly to every individual who has called, or that I have called at TWC. Overall I have spent the better part of at least five days attempting to have my service which was erroneously eliminated back in July, restored. I had been billed almost $300.00 and had dared to ask for an explanation when I had only asked for $34.99 internet cable service. It appears to me that this cutting off service is done to warn, even threaten customers, should they dare to try to downgrade their service, this is what will happen to you. I spent more than a month without any service at all when I tried to get an explanation for why my bill had zoomed to almost $300.00. It is a pay whatever or else situation here in the West San Fernando Valley, where Time-Warner Cable has a virtual monopoly on cable service.
This horror all started when I questioned the high July billing, which made no sense to me at all. I then decided to purchase my own modem and no longer rent one from Time-Warner. I returned both boxes that I had and was paying rent for at the Chatsworth service center. The man there asked me if I wanted to disconnect all of my service and I told him no, I just want to stop renting these boxes, and pay the least possible for cable internet service only. After that service stopped in July, although I actually paid the ridiculous unexplained high billing in full, before it was cut off. Service was not restored until August 18th. I received a check from Time Warner yesterday for $130.76 on my previous account billing which I questioned back in July. That cost me a month and a half of no internet service, and still had me paying for charges for service I did not receive.
Because I am not paying the higher rate called Basic internet service at $34.99, I am pretty sure that TWC is going to again cut my service off, even with the call in today and paying the two months for the $14.98 internet service. They have not been sending full billings with explanation of the charges and heaven help you if you have to schedule half a business day to call in and attempt to get them to correct their errors. I see no way I can improve this horrible service from a utility without complaining.
Melanie D
Dell 2-1 free with visa give card $100 timewarnercable authorizedoffer.com installation $14.95 plan I fail $129 TV and Internet.. first installation amount $149-------- then called 1-855-394-9879 for installed then ///fake show up cheat+ installation day $253... I said cancell + told me call # 800 customer service they say "no service fee for DVR the whole year" equirement $17 /mo. install $14.95 +++ Help+++ I can deduction for $253 to $202+++++ I still buy it. Then the installation day bill me $253 again??? I called timewarner said" will be fix and I can pay after fix first statement> ok fine after that installed .30 mins The guy went back met My older grandma stay home ask for $ 253 or removed the service ........rude and trick.... steal money old person no honer//// the bad company I warn you!
What a nightmare from the begining to now the end 4 monthes later.
They promised me faster internet and more TV chanels for less plus a 300 dollar rebate card.
Schedualed for instalation took time off from work then the guy comes a real winner all tattoed back like a gang banger and tells me its the wrong kind of installation he wants an easy install, so does nothing tells me to take back equipment for a refund.
I take back equipment they say cant take it back will schedual for better installer.
Wait for next installer and he is rude and says they cant do it either will come back and do it if I run the cable??
What a scam I think they dont want to install it because then they would have to give me a 300 dollar rebate.
Took equipment back again and still no refund but say they will send me a final bill?
Had to stop payment with my bank then they did send me payment bank says to cash it and so then I get another bill for another amount and I did not pay right away thought it was a mistake.
Got another bill the next month and so I call and they say my bank did reverse charges and so I still oue for the check they sent.
I pay it back and now get a letter from a creditor that I owe collection frees from them from a creditor.
What a nightmare!!!!!!!!!!!!!!!!
So if you ever see the add on tv and think its cool be aware they are just a nightmare scam company that must all take classes on how to be rude except when you are asking about new service.
I know some areas have no choice and I think that is how they feel they have you no matter how they treat you
SAD RUDE and they should be sued for my waist of time , waiting for false promises taking time off from work and such a run around with phone liers and rude SAD people. now collection fees and not giviving my money back right away.
RUN away or get out from the CABLE PIGS
Time Warner Cable has shown time and again that they do not keep their customers' best interests in mind, only their bottom line.
I was promised a promotion with my purchase of services. My eligibility for this promotion was confirmed by 4 different representatives. After repeatedly calling TWC to get my promotion registration information, I was finally told I did not qualify for the promotion being offered and they attempted to shut me up with a much smaller promotional offer, which I did not accept. I filed with the BBB and now they say they will be giving me the promotion, but with additional limitations (I have to wait 90 days + 4-6 weeks from the date they filed the paperwork rather than the date of installation, as their terms state). I'll believe it when I have the promotional item in hand.
Their marketing and sales practices are deceptive and underhanded, their customer service is horrible (one "supervisor" stated there was no one above her and refused to give me the contact information for their promotional department, or escalate the issue further for me), and they do not honor promises made to their customers. Additionally, they charge exorbitant rates for services, then give lame excuses such as "speeds may vary" when internet speeds fall well below the speeds paid for.
I would strongly recommend you avoid Time Warner Cable at all costs.
The following should serve nicely as a vehicle for you to see the clarity of Time Warner not providing help or service to their clients. Their departments are intentionally segregated so no solution can be provided, and they give you a deliberate run around...eternally. I can only hope that soon, with the inception of everything wireless, TWC goes the way of the dodo. You people make me sick.
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WARNING: DO NOT CHOOSE TWC AS YOUR PROVIDER!!!
I had internet, phone, and TV service from TWC. They made a billing error and did not register a payment I made to them. They then cut off ALL of my services WITH NO ADVANCE WARNING!!! The incompetence of the people who work for TWC is beyond belief, but their cruelty - there is truly no more accurate word for it - makes this a company to avoid at all cost.
I tried to resolve this matter by sending emails to them; I never received any response. I filed complaints with the BBB; they never responded to them. (Check the BBB online to read the staggering number of complaints filed against TWC. And they aren't even members of the BBB. I wonder why?) I tried chatting with them online; they continued to repeat that I owe them money, even though my Discover Card records clearly show that they were paid and even though my account AS VIEWED ON THE TWC WEBSITE shows they received the amount in question.
If you want to get a sense of how truly incompetent TWC is, consider that after they turned off service to my home, their billing department repeatedly CALLED THE NUMBER THEY HAD TURNED OFF to ask me for payment!! (I know this only because the left the voice mail active, and I thought to check the voice mail.) They have both my email address and cell phone number, yet never thought to contact me either of those ways.
It turns out that this was actually a wonderful development. I quickly got Windstream service for phone and internet, and they are less expensive than TWC. But the real gift was discovering the a Roku device (only $80-100 as a one-time purchase) or an Apple TV device get about a thousand stations. If we add a Netflix subscription (only $9/month) to that, we can watch any movies we like. We can watch local TV live by adding an indoor antenna (check Amazon for indoor antennas, and read the reviews to find out how easy they are to use and to learn about web sites like tvfool.com that will tell you what kind of antenna you need). We can watch network TV shows when they are using the antenna, or we can subscribe to Hulu Plus (only $8/month) to watch the shows the day after they air. We are now going to save about $50 month just by not having TWC TV service, and we can still watch everything we want to see!
There are plenty of options out there. Google "cable cutting" to read about all the people who cut their cable service, saved a lot of money by doing so, and gave up nothing in the process.
WARNING: TWC is a company without a conscience or soul. Deal with them at your own risk!
I received an advertisement from Time Warner Cable offering me a free Dell 2in1 if I added TV to my internet package. It offered this for a preferred rate of $84.99 per month for one year. When I called in, I was told I would also be required to buy their phone package even though I didn't need or want it. I was told the price would then be $179 per month. I was bounced around and transferred from one department to another and then back. Over half an hour on the phone and no-one was able to acknowledge the offer or provide any help. I was greeted by the typical abrasive, hostile, agressive and rude TWC support staff in their "Customer Solutions Department." My only solution is to post a warning here to others not to waste their time with Time Warner Cable.
I signed up for TWC Intellgenet Home in January of 2014.
When I spoke the the service rep about the service and they indicated they include a motion dector in the package I asked them specificlly will this be a problem with a 60lb dog and the assured me it would not be a problem.
Low and behold it actually did set off the alarm and cuased me to recieve a fine from the City of Austin for $230 for a false alamr.
Not only that but the monitoring service they use were very unprofessional and acted as though they didn't want to help me with this situation.
TWC also charges you for the equipment so if you cancel the service you are stuck with equipment you cannot use and it is very cheap equipment I might add too and it is way over priced for what you can go out and buy at your local retailer.
Their billing practice is atrocious as they bill always in advance so if you have a problem paying your bill if you pay part of your last month's bill and a new bill generates you are automatically 30 days past due.
Trying to get a straight answer from them is very difficult as the customer service people are not update on the services as the techs so you get verying information from person to person and this is frustrating and they don't take accountablity for their misinformation.
If you are looking at obtaining a home security system DO NOT sign up with TWC Intellgenet Home as it is not a good service for what you pay a month for it!
I think they have a long way to go before they are up to the ADT standards and on top of that TWC and Comcast are merging and what will happen with the service when that happens next year is anyone's guess!
Do your homework shop around and find a company that is only in the business for secuirty and that will give you factual information and knows the security business.
After two robo calls from Jeff the robot I tried to reconfirm my appt on Monday. This is the second one in two days. My appointment is on Monday. I tried to watch Bravo last night and this is what I got. I today told them once I waited endlessly for Jeff the robot I was able to get a call back. This mindless idiot tells me we can't give you a new one out of the box...my current one 6 months old was out of the box I opened it myself with the tech.
I asked her why would I want someone's repaired or returned DVR ....I pay for it is is not free, I want a new one. Not that that will guarantee I can watch TV ...check it out.
In February I had Time Warner Intelligent Home installed which included a $300.00 gift card 4-6 weeks afer 90 days of service. The 6 weeks was approximately July 8th. When I called this evening to follow up on not receiving it I was told that it wouldn't be sent until the 27th of July but that being a Sunday it wouldn't go out until the 28th. Roughly 9 weeks after the 90 day period. The rep then said oh well they are actually taking 8-10 weeks before they are sent out.
I escalated to a supervisor who then proceeded to tell me that I am not getting the card at all. He said that my account was not in good standing. However, I pay my bill within the grace period as I am on Social Security Disabilty and I get my money on the third Wednesday of the month so that can be anywhere from the 15th to the 25th depending on where the third Wednesday falls. I have never received a late notice, I have never been disconnected in the three years I have had TWC service.
I updgrated to Signature Home at the end of 2013 and paid within the grace period and received my Samsung Galaxy Note 8 without any issues. The supervisor could not explain how I recieved the tablet.
I have had several TWC billing reps and Personal Solutions Advisors explain that an account is in good standing if paid within the grace period. Isn't that what a grace period is for - to keep your account in good standing and allow some flexibility in payment?
Also, other people I know have been shut off or very late in making payment and they still got their reward.
We wanted cable installed at our house and called Time Warner to have it installed. They wanted $4000 to run the cable aproximately 350 foot from the pole at the bottom of our drive way to our house. What's really strange about this redicous fee is that the installer claims that they are doing it at cost. Well, RG-11 cable is only $200 for 1000ft online and they are trying to rip me off. I offered $2000 and they turned down my offer, so I really don't know what to do.
We signed up for service due to the offer of $300 visa card to switch services.we have been trying for three months to get that visa card and now they are coming up with reasons why we don't qualify for the service after we've had the service for seven months almost 8 months. This is after we have had them out to fix something that has not worked for 3 months! 7 visits over 3 months to get what we pay for! Time Warner has horrible service and is a fraud!
April 25, 2014 my two large dogs contained in my rear yard were barking with an alert of a stranger. I asked the 275 lb man why he was in my rear yard, he saracastically respoonded that he was with Time Warner Cable, and has easement rights. I said I don't care if you are God, yoiu are trespassing, and you should have knocked onmy door,and asked or notified me before entering my property. He indicated he didn't need to do that. My two large dogs realize he is not welcome and start jumping on him, as it is their job to protect me and our property. The trespasser disregarded the two signs on both sides of my yard before entering; Beware of Dog! He then started hitting my dogs with his arms, again 275 lb man, I called my dogs into the house. He came from my right neighbor, proceeded thru my yard, entering my right neighbors yard, where he found a cable box, all he had to do was ask, I could have told him where the box was. He threw the lid off of the cable box about 10 ft displaying his anger. I called Time Warner Cable and reported to a supervisor. She also indicated that employees are trained to ask and notify before entering property, and to be respectful. I saw himleave shortly before I left my home for the evening. I asked that his supervisor call me, I have not received a call and it has been 5 days. The next am I noticed an orange line running on my left side of the house from the cable box, across the rear of my property, and up the right side of my house. I called Time Warner Cable this am, three days later, to ask what is this line, why is it on my property, why was I not notified, what is the status and paln for the line, and the supervisor I spoke with this am was rude as well, indicating employees have rights to enter my property at any time, right to defned themselves against my dogs, have rights to leave cords on my property without notie or information, etc. So which is it, which supervisor was correct,and waht are my rights? So without communication or respect from the employees or Time Warner Cable, I have rights too. I have the right to have my dogs contained in my yard, I have the right to protect myself, my property, and my dogs. So I guess I get my pistol out, and get ready for the next person to enter my property without permission.
I was moving out of the house in Youngstown. I called Time Warner to find out what to do with the box, they said take to local office.I asked my good friend and her mother return it for me since my dad was in the hospital and that was the day he was coming home. I was going there to take care of him and my step-mom. My friend told me that the lady she takes to told her that I would get credit for the equipment, but there still charging me for the equipment they got back.
I have been having ongoing issues with Time Warner Cable in Raleigh, NC since January. I've had over a dozen calls and many hours on the phone to no avail.
To summarize- I had an opportunity to switch to a competitor(DISH) in January for all the same services I was getting plus new movie channels. I could get all for $100/ month for two years.
When I called TWC to cancel they transferred me to a 'retention specialist' that after some back and forth offered me a competitive price match for the same services the competitor was offering. I accepted the offer and stayed.
TWC never honored the agreement and sent me a bill for the full retail service the next month-$130. They told me the promotion that was being offered was no longer available and started trying to sell me new service. This was done even though the rep could see the notes from before agreeing to the match.
In my multiple calls they now try to downgrade me to get to the new price point and tell me everything was a three month promo. I was very diligent and kept notes.
They got me to cancel my change of service by offering me a competitive service and price match only to dishonor it after the competitor promo was no longer available.
I called Time Warner Cable (TWC) in July 2013 to make changes to my service. My husband was laid off and I told them I had to get the bill reduced because I couldn't afford it at thE time. The sales man on the line told me that there was a promotion going on and that I could upgrade service for the same amount I was currently paying. If I could make it and keep the service for 90 days, I would get a $500 Visa gift card by Christmas.
Well, there were several things the sales man did not disclose prior to me making a decision. Therefore, I felt that my decision was not an informed one. I also had to keep my account current and pay on time for the 90 day period. If he reviewed my account he would have noticed I pay 30 days behind, thus disqualifying me from getting the gift card. I asked again and even called back after the 90 days was up to make sure if there was anything that would keep me from getting the card, the answer was NO. I was even issued a registration code for the card, which should not have been issued. And after the 90 days is up, it still takes 4-6 weeks to process.
Needless to say, here it is 4/3 and no gift card. I called TWC on 2/27 and asked that they escalate this issue and make an exception because the terms were not disclosed prior to me making a decision. On 2/28, I received an email from the processor saying the gift card had shipped but no phone call from TWC saying it was resolved. I called again on 4/2 and the supervisor was rude and condescending and didn't even look at the notes in the system. He just kept saying that you had to be paying your bill on time or you wouldn't get the gift card. Definitely looking into another cable and internet provider in my area. These companies make so much money off people charging an arm and a leg for cable. A $500 Visa Gift Card is not going to send them to the poor house. I just wanted them to make it right, but I guess that was too much to ask for.
Takeaway from this: UNLESS YOUR BILL IS CURRENT THROUGH THE SERVICE PERIOD DO NOT UPGRADE SERVICE FOR A REWARD, YOU WILL NOT GET IT!! THEY WILL FIND ANYWAY TO NOT HAVE TO ISSUE IT.