Time Warner Cable

TW is a consumer’s nightmare. Rather than reward their loyal customers, we are treated like we don’t matter. A few months ago when I was experiencing serious pixel problems and un watchable programing

Time Warner Cable cuts off service, over bills, and is unresponsive, and conversations to rectify matters can take up to three hours on the phone. I suggest that others who have trouble with them immediately contact The Better Business Bureau (
) and make a complaint and also the Attorney General’s Office (
)
1÷21÷16 Time Warner: It’s sad that your customer service at Time Warner Cable is so bad that your response is to encourage me to contact your social media pages at twitter and Facebook where you can attempt to repair your overall public image. Again anyone having problems with Time Warner should contact the Attorney General and the Better Business Bureau. Time Warner Cable is broken and they have no plans in place to fix anything but their image.

Short and not sweet!
Time Warner Cable as a whole might just be the worst company on the face of the planet!!!
I dropped my cable service with them years ago.
Recently I thought I would give them a try again on the smallest level. The cable starter box. 3 days and 4 representatives and hours of being told multiple stories and I still can’t get the damn box activated. Now they want to start charging me because their systems and equipment & brain dead employees can’t figure out how to send a fucking ping to the box.
I refuse to pay these assholes a penny for this garbage service!
I don’t want to leave one star but I guess that’s the lowest rating.
You had me back for 3 days and lost me already again!
All I wanted was the most basic form of cable to watch the news.
TWC fails again and always will!!!

This company is horrible! They keep taking advantage of people who dont have any cable options. Everytime i use their chat, i get promised a different quote and they tell me to wait for an actual callback. But when they call the price is much much higer than what is agreed upon. They keep saying all this lies via chat to keep you satisfied and give their reps high customer rating but they never pull through. Ive been with dish, directv and i can tell you this company is the worst! If you have other options in your area, never ever consider time warner cable.

Arrived before noon on a Saturday like suggested, but it still felt like the DMV. One worker was sitting up front and handing out numbers. We explained we were dropping off equipment and they REALLY should make an express lane for people just dropping off. After at least 30 min, we get up to the counter and the woman says «We don’t do equipment drop-​off on Saturdays.» Then she laughs, takes the gear, and says she has to have some fun. We weren’t laughing. AT&T and Google are putting in fiber, Time Warner can’t afford this level of service.

Ok, does TWC have horrible customer service?
YES, they are pathetic generally. They’ve screwed up everything they possibly could with us. Its amazing that you have to go out of your way to return their crap when you are so frustrated with them that you want to smash it to pieces, but instead have to sit in the lobby of one of their «customer care centers» for an unknown amount of time. Fact, people generally don’t have hours to waste going through this process, and for me it was totally unnecessary the first time (tech made us take back the same equipment he was installing after we moved across town). Ok, anyhow here’s some good info, DONT GO IN THE AFTERNOON!
GO IN THE MORNING BETWEEN 10 – 11:30.
The first Time I went at 2:30 it was packed and was over an hour wait, I left. Next time at 10:30 there wasn’t a line and saw a representative in 30 seconds. 3^rd time I went at 11:30 after I cancelled the cable portion and kept the Internet (no choice!), I didn’t wait at all. The lady from TWC on the phone still had me at $ 66 bucks, supposedly saving me $ by bundling Internet, phone, and basic cable. I don’t want or need phone or basic cable… I switched to Dish network (the only one I have not tried).
Anyhow Felicia at this store hooked me up with just the Internet that I needed for $ 45 and took off the bundle nonsense. I really appreciate it! Great customer service!
So 1) be smart and go when other people won’t be there
2)be nice to the employees that are at the store because they can help you solve problems and have a tough job dealing with all of us that are pissed at TWC for how poorly they run their company.
Hope this helps!

Terrible service, there are over 30 people in line and they process 1 person ever 10 minutes. There is no management present to assist with escalated issues. There should be a better way of attending to customers who are here to just return equipment or pay bills and a separate counter for any other issues. Very Disappointing.

I needed to drop off my rented router at this location. Walked in at around 9:20am on a Saturday and took a number. About about 5 seconds my number was up. The lady that assisted me was friendly and efficient. I guess the trick is to come early? My experience was completely painless!

I would like to be more eloquent in this post. To spend time thinking about, and reflecting on Time Warner. To be thoughtful about them, their challenges, and their employees.
But I have already wasted 8 hours of my life just getting these people to connect my profoundly crappy internet they sell.
Everyone hates these guys, but you have to do business with them. WTF.

Time Warner Cable is terrible. The only good thing I can say about them is they are the most reliable service I have tried in this area. I have also tried Clear, and tried AT&T years ago. However, their customer service is the WORST. Although their actuall internet service is the most reliable, the pool of companies offering internet in this area is a disaster. It still is often incredibly slow, much slower than advertised (interrupted streaming, etc), if it is working at all. In addition, every single year (not just after the first year where they give you the deal for $$/​month that is valid for 12 months) my rate has jumped by around $ 20/​month until you call and complain. If I hadn’t called I would be paying almost $ 100/​month for «standard» internet at this point. UGH. Please get google fiber here!!!

the service from this company is a disgrace. Over 3 months trying to get an email account problem fixed with no results. Each time I call (7 or 8 now) an hour or more, with no results, and despite promises, no follow-​up. Each time you call you start from scratch. Durham desperately needs an alternative. Best would be a partnership with Google or a municipally run service. TWC is pathetic.

Absolutely horrible. Zero stars if it was an option. Never mind this is the only TWC store in Durham, I went at 2:30pm on a Wednesday and was prompted to take a number. My number was 20 numbers away from the current and it took an HOUR. Mind you the waiting room is full and at some points there was one clerk only… this is unacceptable. I was there to switch equipment and had no other option but to go to the store. I felt very sorry for the elderly people in the waiting room that also waited an HOUR to pay their bill… I’ll repeat, waited an hour to give this company money. Something is definitely wrong here, even if TWC does have a cable monopoly. Can’t wait till U-​Verse is available. and by the way, the new equipment still isn’t working.

Time Warner cable in general has horrible service. They’ve only gotten worse since combining with Comcast. I have been having issues with my service since March (it’s now close to the end of June). I came in just to pick up a new modem with the hopes that my internet will start working properly, and I ended up being customer 62 (they were only on number 39). It is truly ridiculous that customers continue to have to wait for so long because of TWC’s mistakes. No matter whether you try to call, online chat or come in to a customer care center for assistance, there’s a ridiculously long and inconvenient wait. I plan to switch to another provider at the end of the month. I can no longer deal with this one.

Meh, it’s ok. I know there are a lot of bad experiences but so far my experience in the past two years has been alright. Recently I had to change my credit card online and that in itself is a mess!
It takes apparently 1 month to go through so there is NO possible way of overlapping. They say to cancel your old card you have to go in or call to do so. So I went into this store and I don’t think it’s the lady’s fault because she did show me in the system that apparently the new card WAS updated. Time Warner still charged my old card and had the audacity to charge a 25 dollar return fee.
The online chat man was helpful because he did issue the 25 dollars back as a credit. Overall I have never had an extremely long wait time, the most ever might have been 15 minutes. The ladies behind the counter are usually friendly.
Well as for the prices, I don’t know if there is much you can do about the company itself nickle and diming you. The 3 stars is because even though I went in and changed my card, TW still charged my old card. It’s 2014. If you can’t change your credit card online with less than a week of processing you need to update your system TW!
It did waste a good few hours of my time.

last month they started charging for «the guide»… that’s right… the cable show guide that you use to find what’s on. what a joke. in the last 2 years they’ve begun charging for the cable box, cable modem, remotes… and now the cable guide. need more proof that they’ll do anything they can to get $ 2 more out of you for their shareholders? me either. I’d be embarrassed to work there.
imagine if Microsoft started charging for the backspace key… welcome to Time Warner Cable.
they started out so right… but have come to this. shame on them.

While writing this review I have to remember that I am reviewing this store, not the Time Warner Service, because if I were to review the service I would certainly try to give them negative stars.
I recently decided to «cut the cord» on cable and just go to things like Netflix, and so I called up Time Warner and they told me to return my cable boxes at the nearest store. This is the closest to where I live and so off I went one day after work. When I walk in the line is almost out the door (mainly filled with people also returning cable boxes). It is an hour before close so I was not worried at all that I would make. The line moved fast a first, but 30 mins one of the 3 windows decided it was time to close their counter. Really, you could not wait an extra 30 minutes to leave to help the line move better? After that it closed. 15 minutes later I finally got to the counter and the lady was very nice, and I was done within 30 seconds.
If they had been more aware about what was going on in the store I might have scored them better, but obviously they don’t care how long people have to wait. Having to wait 45 minutes to literally hand them two boxes is just plain crazy.

If I could give them a 0 I would. Time warner is terrible. The 1^st year starting sept 2012 we got a bundle $ 34.99 for std internet (20mbps). Sept 2013 it went up to $ 45 and I call. Every single time I speak to these customer service reps they are the dumbest people in the world, don’t understand basic questions. Anyhow, the lady told me that they would have bumped me up to $ 55 after the year was over but because we always paid on time they ‘only’ bumped us up to $ 45. She told me that they give you a bundle the 1^st year usually and then slowly but surely (VERBATIM what she said) the fees go up, that is the way they operate. And if I lowered to basic internet (10Mbps) it would still be $ 45. And that if I cancelled right now I would still have to pay the whole month. For services that I wouldn’t use.
Currently looking for another ISP

We all know that they are a monopoly and can control rates and services. Their «turbo» internet is no faster than my brother’s internet, which is provided by a small company in a rural area In fact, it may be faster! And TV keeps getting more and more limited. I have only the basic, which they claim has 40 channels. Of course, that’s when you count all the duplicate due to digital TV. If you take away the shopping channels, you actually only have about a dozen. And recently they took away USA channel! And some days when it’s really sunny, some channels don’t come in.
I’m paying over $ 70/​month — at what they call a special rate — just for a few TV channels and internet. That’s as much as I paid for TV with extended channels, phone and internet with another provider before I moved here. Of course, they had to be competitive.

No stars — should be out of business. Have had TWC wi-​fi for 6 weeks and have spent at least one hour each week troubleshooting problems. Tonight, they changed my network name and password without telling me and said no personalized network names and passwords are allowed. Interesting as every other network in my apartment complex that pops up on my airporter is personalized. The customer rep told me everything was okay and I asked him to stay on the line while I verified this. He hung up on me. I called back, on hold forever, sent to another department, on hold forever. Then the new network name. Oh hold for 10 minutes waiting to speak to a supervisor, this after the rep told me it was against company policy for me to speak to a supervisor. What a joke!

Loathe ‘em or hate ‘em, TWC is a necessary evil in these parts. Here’s what I have to say… After spending an agonizing time on the phone today dealing first with TWC’s automated troubleshooting («First, unplug the modem.» Really??! You don’t think I’ve tried that, and everything short of black magic before forcing myself to make this dreaded phone call?!); and then with a TWC rep who needed me to make the suggestion that it was time for my modem to be replaced; and then with a Road Runner rep who responded to everything (EVERYthing) with «Mmmm-​hm»; repeating myself for the umpteenth time (your phone number? your name? your address? your issue?) with every person I spoke with… dropping in at this TWC Customer Care center was actually refreshing. So, they weren’t friendly (guy up front didn’t even look up from his cell phone to direct me toward the reps), or über helpful (didn’t want to hear the back story; just gave me a box and said bye bye), or any of the other characteristics you might associate with customer service — nay! — «customer care.» BUT: they were fast and competent. Which never seems to be the case over the phone. This comparatively painless interaction merits three stars for this Customer Care center, brought to you by the company we locals love to loathe: