Time Warner Cable

I consider myself a «casual Unilocaler» where I never write reviews. But the mess I experienced with Time Warner cable probably should be heard if not reviewed by upper management.
The only reason this company is not receiving one star is because the Internet is actually faster than the 50 MBPS than advertised which is rare considering AT&T throttles its users and refused to admit it, which is the reason we switched to TWC.
The 3 days it took to actually be set up correctly was a nightmare for my fiancée as she begged and even bribed me to switch back over to AT&T. I assured her once we were over the installation shit show everything would be smooth sailing.
List of problems we encountered (which took 3 days to fix)
1) The install was quoted to take no more than an hour. It was actually 4 – 5 hours when they showed up.
2) The «lowest bidder» contractor company TWC decided to send to us was so incompetent and unprofessional — we actually sent them packing after an hour since they accomplished just about nothing and we didn’t schedule in 4 – 5 hours for this.
3). The only thing they managed to accomplish was cutting off our AT&T cable. We learned that we couldn’t have our internet back unless ATT sent someone out to hook it back up. So now day 1 we are left with no TV or Internet from either company.
3a) **the incompetent contractors left the modem plugged in which caused «back filtering and noise» which caused an inter outage to everyone in the area that had TWC. They had to send an additional tech to fix that problem.
4) Day 2: another company came out and decided it was okay to install cable boxes they had laying around in their storage from 1998. Because of this only one TV in the house had DVR capabilities. The other 2 were basically obsolete. The number on the screen was useless as we described the problem to the guy on the other end and he just couldn’t put 2 and 2 together. His solution: we need to send a tech out tomorrow. So at the end of day 2, no internet and 1 working TV.
Day 3: Guy came out from TW instead of a Contractor. He knew his stuff, fixed all of the problems. Gave us up to date equipment. Pretty much did his job. It’s a shame it took 3 days and 5+ hours on the phone with a basically non existent customer service.
Overall: everything works now and is fairly priced.
If customer service is something you value in a big corporation, unfortunately you will not find it here.

If it weren’t for your technicians like Joseph, who was just here, like everyone else, I’d be long gone. At least one a month, or so, either the TV, PHONE, or INTERNET is not working. And if this is turbo speed, I could walk outside, and plug it in myself, before I ever get a connection. I have been a Time Warner customer for over 25 years, cuz thats all we had here, and I can honestly say, I had not one problem with them til about 5 years ago. Their equipment does not support the services they offer. But God Bless these amazing technicians, who right YOUR boat. They should all get a raise, for keeping your substandard business, in business

Absolutely the worst! I did not think a company could be less competent than Direct TV, but folks we have found that company. DO NOT PURCHASE THIS. I PROMISE THAT YOU WILL KICK YOURSELF!
This company has faulty equipment on the street side, not the home, and they will not invest in their infrastructure. This is a fact! Do the research. For those of you who are foolishly waiting for a «fix», move on, it ain’t comin. They can reset your receivers for a short time period, but they know it will not resolve the problem.
They have been instructed to appease the customer with small discounts or free movies, etc.
I’m telling the truth, you can believe me or not. It is really bad. I WOULD GIVE 0 stars if I could.

Full of lies and incompetent reps. I was promised a $ 150.00 gift card once I transferred from AT&T all three services and I waited and waited. After 3 months of already having the services installed I was expecting my gift card but when I called they told me that my area did not qualify for the gift card. They cared less that I was expecting that $ 150.00 and refused to give me any credit on my account to make up for their lies.

I loved Time Warner Cable when I first switched from AT&T. That is until their lies began to surface. When I switched over, I was promised a 300 $ rewards card after 3 months of paying my bill in time for switching from AT&T. I was informed after 90 days I would be emailed information to register on the rewards website. That should have been the end of March. It’s now May and still nothing. I called last week and spoke to a very nice and knowledgeable young man who really went out of his way to try to get this situation resolved. He asked me to call back in about a week to see what the rewards team had said after escalating my service ticket. I called back today today and spoke with the rudest customer service agent I have ever encountered. He basically wouldn’t let me explain what was going on and told me I was lying. He transferred me to customer solutions which did absolutely nothing for me except tell me that I am ineligible for the rewards card because it is Only offered in certain markets. Now why on earth would someone be told they are eligible for a rewards card full well knowing what market they live in only to be told sorry your magically not eligible now. Very very poor customer service and a bait and switch operation to say they least. Most definitely will NOT be recommending them to any of my friends or family.

Getting ready to switch back to AT&T. I had switched to Time Warner because of their «Turbo» internet. They keep squeezing our bandwidth and do not deliver the speeds they advertised. I’m paying twice as much as I was paying for AT&T and getting service that is half as good. Time Warner’s solution to slow internet is always to reset the router. Big company with tiny brains.
Update: I’m the fool. Still with Time Warner. Requesting a technician to come to the house is like requesting that someone stalks you on the phone. Their automated follow up calls are excessive and annoying. In the last 12 hours, I’ve had 5 calls from them. On one of the calls I cancelled the request for a service technician which was followed by a second call asking me if j wanted to cancel the visit. Both calls said «to cancel the scheduled visit press 1». After you press one it repeats itself saying «to cancel the scheduled visit press 1». Ok I’ll do that again… Then the phone rings again «calling to confirm your scheduled visit, if you need to cancel press 1». What the hell?

False advertising and garbage connection. Signed up for the «turbo» connection. Which is advertised on their website for $ 44.99. The problem is that this price only applies if you also buy A bundle. So the price is actually $ 70 per month. It’s a shame that these internet companies have divided the country up amongst themselves so that they can financially victimize consumers.
Also our modem consistently drops wifi connections if more than two devices connect. Constant lag where pages time out. Run a speed test and everything works. But go anywhere else and speeds all of a sudden drop and time out. Many times I just turn off my wifi and use LTE. Garbage service from a garbage company more concerned with ripping you off

Let me begin by recognizing, in a positive way, Joe at the counter for being a polite, patient, and pleasant ambassador for TWC. Without Joe we would have already been long gone …
However, today we have no internet — along with what appears a nationwide problem for TWC.
I can understand a singular major event related issue, but when combined with the following list of my TWC problems, it is time to move on and depart TWC for good:
— Dropped a payment off in person at the Carlsbad TWC inside drop-​box; following month the payment was shown as ‘not received’. Took time off to personally go in to store, and I’m told «oh, that week we had a TWC employee from another location helping out in Carlsbad and they accidentally SHREDDED all of the payment checks in the drop box !!!
— I go in regularly to «renegotiate» the price if our package. Each time I’m assured the ‘deal’ is good for 12 months. BUT … The bills start creeping up monthly after the initial first 3 months! Typically we negotiate around $ 140/​mo for tv/​ph/​internet. By six months the bills grow to over $ 200 !! This is one of the only businesses I’ve seen that can so arbitrarily inflate their billing with no reason or justification.
— when we moved into the monopolized TWC area, our original package had quite a few options. After a year and a half we called for service because many stations never came in clear. The technician not only found the original installer had failed to use HD splitters (required), but that he had left many filters in place so we had not been receiving the many optional programming we had paid for the last 18 months. Upon visiting the TWC store, Ed were informed that despite TWCs confirmation we were cheated, their policy is to not issue credits more than six months in arrears — so they effectively stole hundreds of dollars from us …
— Now we have to install those little voltage stealing digital adapter boxes on every TV. And they will start charging monthly fees to ‘rent’ each one in the near future — we have 9 sets so it is quite ridiculous. The problem is, ever since we installed the boxes, various tvs become pixelated at random times and sometimes disconnect themselves from the signal requiring a special phone call to have a signal resent.
I could go on and on, but, the fact that we regularly lose internet access, the cable is shoddy, and the prices only go up and up; we will pursue a different way to secure internet access and entertainment.

Being incompetent is part of job requirements at TWC?
The guy couldn’t cancel my roommate’s account, (she called in 3 times, –first time 2 weekend ago– to have the service cancelled, and the account was still active.)
He spoke over the phone with her while I was waiting, but then he said that was «not valid», she needed to call 800 number again. Useless.
He, then suggested me not to cancel my roommate’s account, use her modem and account, and pay more than what I’ve signed up for (for the same speed) …Maybe he was too lazy to cancel hers and set up my new account?
They can’t open my new account because they can’t cancel her account.
While I was there, there was a grandma asking them to take out the adult channels they «accidentally» put on her account.
TWC is a joke.

Guys, this is the cable company. Like anything, you have work to get the best performance out of them. When you do, they really are very, very good.
Jeff the Time Warner Cable technician who was up in my attic this morning told me that my internet speeds will be going from 50mbs to 300mbs FOR FREE, just in time for Christmas!
Me, I’m happy. But I worked for it.
Did you?

Customer service is horrible, unprofessional, and every agent you talk to, it is always a different story! Stay away from Time Warner Cable. What a rip off!

Service and customer service are terrible. I had to leave work early to be around for the installation appointment. They didn’t show up to the installation appointment. I can’t get ahold of anyone except for the call center people, which keeps telling me my internet should be working (it’s not working at all) and to wait for the tech (which never showed up). I had to make another tech appointment and we will see if they show up this time. Terrible avoid at all cost. Im giving them one last chance to make this right.

Customer service is horrible, unprofessional, and every agent you talk to, it is always a different story. One agent, she said she would call me back, SHE NEVER DID!!! Unacceptable.
I have been having issues with digital converter ever since they switched to digital. I have two TVs in my home, one digital converter works, but the other one doesn’t let me change the channel although they show one channel and it’s stuck there forever.
They shipped the converter twice, made a trip to the office once. By this time THREE converters fail to work and it’s always the same issue, talked to the agent everytime, and they just tell me to get a new converter!
I am about to make a second trip, after having three converter failure, because the last agent I spoke on the phone, he insisted on charging me $ 9.99 for shipping out the new converter even though they are the one who can’t solve this issue after numerous phone calls and giving me a faulty device three times in a row. He told me my choice is either have them shipped paying $ 9.99 or pick it up yourself in the store. You gotta be kidding me right???
So I’m basically paying for the tv service that doesn’t even work. It is very unfortunate that Time Warner is the only provider in the area I live in.
But I am going to cancel the tv service.
I AM VERY TIRED OF DEALING WITH THE DIGITAL CONVERTER ISSUE AND THEIR UNWILLINGNESS OF FIXING THE ISSUE.
They should have NEVER gone digital.
TIME WARNER is the worst cable company I have ever had to deal with.

Your kidding me room full of people and they go to lunch what about doing it in shifts, oh and try selling you more when you’re sitting g for an hour and a half

What the hell. Writing while I wait for it to freeze over. If you ever cancel service and have to return the equipment expect a couple hours spent waiting just to return equipment. They have no separate line for equipment drop off. It ends up a sad state of affairs with people waiting with equipment in their arms while the sales people do their pitch.

I’ve been using TWC for about 14 months for their internet service and have been happy with it. When I called them a few days ago to add TV service, there was a snafu with receiving the box. When I called customer service about why I had not received the box yet, it seemed like «the right hand didn’t know what the left hand was doing.» One person said one thing, and another person said something else. I ended up needing to drive to the Carlsbad office to pick up the box myself. That’s why I gave four stars instead of five. I do think that their customer service team needs better training on how to handle problems. It also seems like there needs to be better communication between team members and departments at TWC.
Even so, the internet service itself has been totally flawless. I use my own modem and I have the most basic service (currently about $ 15/​month). Have **never** needed to reboot the modem. I **so** appreciate having reliable internet at a reasonable price. Thanks for that, TWC.

I have had issues with Time Warner ever since I was forced to use their service after moving to an area which they were the sole cable provider.
Most recent concern was when they switched over their service so that everything would be digital. They offered transition cable boxes free of charge to their customers for a year. I ordered three for our home.
We then ended up moving within the same service area. The technicians installed service to the new location, but were unable to install everything for us as we needed because of cable logistics.
I was originally told by the customer service agent that our monthly bill would be lower. Not the case when I checked the bill. It was higher. Much higher.
I called to find out what caused the increase. This new agent said it was because we had the new digital converter boxes. Those were supposed to be free for a year. We were also being charged for equipment that the technicians didn’t remove when they left. Why am I being charged for these items?
Didn’t make any sense whatsoever. These types of issues have been going on for a number of years. I hope we can finally move to an area with a reliable cable provider soon!
Keep on Unilocal’n!

Internet service from Time Warner is horrible. We have to restart our modem at least once a day, just to check an email. My wife is in school and she has had numerous problems w internet connection while doing her schoolwork.
We have our modem in the living room, but when we try to stream Netflix in our room, it has poor connection and skips a lot like it was a scratched DVD. The connection speed is also slow and webpages take forever to load.
Do whatever you can to avoid settling for this company. It is a waste of money and will cause you unneeded stress. Out of all of the internet services I have had, this is by far the worst.
Time Warner, I am unable to contact you via FB or email bc my internet doesn’t even work. I will cancel my service in 1 month when we move and I will never give you any of my money again. Everyone who reads this should do the same.

If I could give a negative rating… I would. Monopolies and duopolies for communications infrastructure are as outdated as dinosaurs.
When I signed up, TWC noted 300mbs speed in 1 – 3 months. That timeline has long since passed.
I look forward to real competition.
The ticket I filed today for continual poor service to resolve this was 284 071 441. Bottom line is TWC makes no commitments… nor follows up with anything of substance.
Where are you Google Fiber («Announced as potential expansion city recently for SD area»)
I signed for 65 $ a month… it got jacked up 25 $ without any explanation (but no increase in speed).
I’m paying 90 $ monthly for 50MB download speed that is «supposed to be at 300 mbs by now» … but constant buffering from streaming services.

TIME WARNER continues to be a cautionary tale — with a virtual monopoly, they can be as dysfunctional as they want and, frankly, every time i deal with them, they raise the bar.
wanted to move my work number from my office in CARLSBAD to my home in CARLSBAD. we get a different story every single time we talk to anybody in that company. after three weeks, a dozen phone calls (including hours on hold) and two visits from installers we’re still getting the runaround. this could not be a bigger clusterbang if they made that their mission. what a clueless bunch of idiots.