Time Warner Cable

UPDATE: I’m not sure how it happened or what happened, but I received my gift card today. I’m assuming the girl that told me I’d get the gift card made it happen. She called me this week to tell me I would be receiving it in the mail and sure enough, it is here. I wish I could remember her name. She was so sweet and followed up with me after being out sick for a week. I appreciate her dedication.
If TWC could provide consistent service and answers to their customers, I’m sure they’d be a lot happier.
I haven’t been to the location to drop off my equipment yet, but the company as a whole is garbage! Their main goal is to steal your money.
The Internet speed is not consistent and God forbid you ever have an issue and have to call in. You WILL get a different answer EVERY time you call in and talk to someone new. You’ll waste so much time on the phone and when you get frustrated enough to cancel your service, they will make offers to keep you, but not uphold their end of the deal to keep getting your money a little bit longer.
I was offered a gift card for a huge payment mistake on their end. I was told to make my payment on time for 3 months and not make any changes to services. So I did and never got the gift card I was promised. What they fail to mention is that their guidelines of what is late vs what Visa (who issues the GC) deems as late are completely different. Anytime you talk to someone at TWC they tell you that you have a grace period of 10 days to make your payment after your due date without it being considered late and assessing a fee. Apparently, Visa doesn’t count the grace period — which was never mentioned to me. If that’s even the reason I didn’t get it. I’ve been told by different agents, I am eligible and will get it and others that say I’m not. It’s just ridiculous. I shouldn’t have to make this many calls and waste so much time to get something they were giving me to remedy a situation that was their mistake. Point. Blank. Period.
I have decided to cancel and not have Internet or cable (nothing else available where I live) rather than give this awful company anymore of my money. It’s frustrating and sad.

The TV commercials claiming service calls within 24 hours are a lie. I’m typing this from my phone because my service is out for the 7^th time in six months and it will be a week before they can send someone out. No phone, TV or Internet for a week. Horrible customer service. Manager Jenny finally called at my request and hung up on me.

Not too happy about having to make an unplanned trip just to pick up an Internet modem that shoild have been included in th original order. Nevertheless, I arrive to pick up the equipment and I’m told that I will need to pay an additional $ 10 before they will give me the modem. WTF? («But the equipment is free!»)
Not off to a good start, TWC.

This review is for this particular location only, and not for the company as a whole. I have honestly never seen such a group of lazy, foul, and ill-​mannered employees in my life. They managed to make the simple action of exchanging a DVR a prolonged and tedious endeavor. Upon entering there were plenty of employees, but none of them wanted to assist customers. They pretended to be busy clicking away at their computers, as if they were helping phantom clients. It seemed like only one clerk knew how to actually do anything, and he was continuously asked by others for help, but he himself was very rude and slow as well.
Beware, if you’re very well educated about TV/​Internet equipment and know which model # you want they will respond poorly. Asking for a specific DVR resulted in a very crude response, and the clerk intentionally coming back with another model out of spite. The box I wanted was literally visible from front of the store. The employee then pretended that they had simply made a mistake, and then proceeded to waste another 10 minutes. From now on I will only exchange or return equipment via the mail, going here is an epic waste of time and challenges even the most balanced person to remain stoic.
The location in Irving off Royal is definitely cleaner, but the employees behave in an eerily similar fashion. Save yourself the trouble and do everything through the mail, TWC even provides return shipping labels for the old/​unwanted equipment.

North Dallas: 15 – 30 minute intervals of no internet for the last 3 – 4 weeks since the speed upgrade. It started as a few times per week, then a few times per day, and is now happening every hour… 15 – 30 minute intervals of no internet every hour. Over a dozen tech support phone calls, had my modem replaced and the wires redone by a time warner tech, tested on multiple wired/​wifi devices in my apartment. Something’s messed up with the connection in this neighborhood ever since the upgrade. I’ve been calling tech support every two or three days and they never know what’s going on. I’m supposed to be working from home and it’s becoming ridiculously embarrassing because I’m getting disconnected from calls and chats every day and I keep having to give the same excuse, «sorry, I have time warner internet».
Time warner, there is nothing you can do for me now. Please just make your service suck the minimum amount of wieners until Google Fiber is available here.

The only reason I have service with TWC is because they’re the only company to offer service to my area. I have had trouble with them since I first ordered my internet modem. They sent me the wrong one and after letting them know, they promised they’d get me the right one the next day. Well, a week and a half later and after 3 different phone calls where no one seemed to have any answers, someone finally came to my apt to set up my internet. The first day I had it, the connection dropped repeatedly. This is the worst company I’ve ever worked with. If you have another choice, please do yourself a favor and get your service elsewhere!

I moved recently to a new condo in N Dallas and had to switch from ATT U Verse and Internet to TWC (later found out that ATT Internet may be available more on that later) and have been super disappointed so far in the first month. I had TWC about 5 years when I lived in Irving now I realized why I switched. When I called to switch I told them specifically I had 2 TVs. Installation tech gets here (who was nice and arrived early — the only reason for the one star) he says it’s only one TV. So if I want it I have to spend another $ 40 to have them come out and hook that up, which I must do because I want it on another TV — I hope a refund is in order for that. The TV service has actually been OK except they simply add more channels with HD on it. The real disappointment has been the Internet. It’s intermittent and I have reboot that dern modem daily sometimes more. It simply cannot find a connection. It will work fine for awhile then — usually in the AM or PM after I get home from work when I haven’t accessed it in awhile — it cannot find the wi fi connection and I must reboot it; this is the case for all devices mobile and laptop. I would like to access my wifi so I don’t use up too much of my cellular data but that can be a challenge. Multiple calls to customer service. Some more helpful than others but hasn’t been resolved yet. This weekend I had to schedule TWO separate service calls — one to install the second TV cable and the other to look into the Internet probs — of which I find utterly ridiculous — one person should be able to do both or have 2 come at the same time instead of 2 separate times — after all when the tech originally installed it he installed both TV and net. I’ll consider going back to ATT Internet if this isn’t resolved, they’re running some specials right now (I don’t have that luxury for TV — but thankfully it’s been ok). And I shouldn’t have to pay an additional $ 40 for the installation of something I told them up front about. It’s unsurprising the lousy service from TWC tho I don’t remember it being this bad before. Their phone CS is usually pretty nice, in the many times I’ve had to contact them tho nothing yet has been resolved. We shall see after these TWO calls.

Just wanted to provide an update since readers may have seen the note from TWC that they wanted to help…
Well they didn’t really. After making me contact them again (can’t figure out why they can’t figure out how to reach out to customers), I again provided the details of the failed service and additional 10 day wait to get installed.
Their solution was no solution at all. Basically I can only assume they thought it would look good on Unilocal to post a reply that said they wanted to help. But in the end… they did nothing and nothing has changed. They missed the scheduled appointment and are now making me wait another 10 days to get service.
Avoid TWC if you can.

I never write Unilocal reviews but I depend on them a lot so I thought since I have had such a memerable experience with TWC I would write my first review right now…
I have signed up THREE DIFFERENT TIMES NOW and spent over 3 HOURS on the phone with TWC and I still do not have service yet. WORST CABLE COMPANY EVER
If my apartment did not only allow TWC I would never work with them. Horrible customer service.

I had already given Time Warner 5 stars but felt the need to write an update after the new MAXX roll-​out. A good chunk of Dallas has now had its speeds upgraded significantly for free: I’m now rocking 200 MB down and 20 MB up and paying $ 46/​month including all fees and taxes. It has been really nice.
The Customer Service continues to impress me significantly. Their billing system gets wonky at times, but even their chat agents are able to resolve this for me in the middle of the night. I always get through by phone relatively quickly. They’re always able to address the issues I’ve had.
For being one of the nation’s worst companies as far as Customer Service goes, they seem to be doing a really nice job around here.

I went in to turn in my router and I was expecting to have to argue with the rep but that wasn’t the case. I believe the rep’s name was Josh and he was great. The only bad thing about my visit was that Josh was the only rep there to help and there was a long line so I ended up having to wait for about an hour.

This store has always been a pleasure to work with. I haven’t been during a particularly busy time and maybe thats why my experience is so positive, but i felt that the employees here are polite and do care about your needs as a customer. The woman helping me most recently when I went was very kind and professional. I left part of package inside and she was so kind as to run it out to me before i left! Very grateful for that!

All internet, cable, and satellite services are very similar. They all have 99.9 percent uptime and you can pay with a credit card online for convenience. It’s all painless until you hit the occasional problem. In other words, customer service sets one company apart from another one. Time Warner has really horrible customer service most of the time but good customer service only about 30 percent of the time.
Good; The store front clerks are always helpful and courteous. Half the time, the telephone operators are decent. One third of the time, the service guys who come to your house are decent.
Bad; Two thirds of the time, the service guys are either clueless or plain rude. One guy for example, refused to take his dirty shoes off or put shoe booties on. I asked one guy to take off his shoes. «No,» he answered without explanation. I then asked him nicely to put on shoe booties, which I had handy. «Did you hear me? I said, NO!» was his rude reply. The problem is that they use untrained outside contractors. Those are usually the clueless ones. They’re not good enough for them to hire and offer a full time job with benefits, so they pay them to be «contractors». The rude ones are their full time hired staff. Half the time, the telephone operators are totally clueless, too.
I can’t wait until Google fiber comes to town.
Oh, yeah, and on a recent visit, they’ve now posted 30.06 signs, too.

Worst service ever. I’m in a area in Dallas the TWC has a block keeping other companies from providing service. If I knew this I would of never bought my home. I have the bundle package. TV Internet and phone. Right now I have the main line down in the alley. It was been 15 days and still waiting to get it fixed. They tell me a date but nobody shows up. Today I was told it is contracted out. They could not give me a time nor date. I wish I could do like that discount tire commercial and throw my equipment through the window. They do not care other than taking your money. I also noticed this page the lady saying this page doesn’t have anything to do with TV phone and internet. But the page has it in the reading. I guess they can’t even fix a Web page. IDIOTS

Don’t go on weekends they are packed. Wasted 2 hours to just exchange a cable box. The tech Josh was really helpful and made the wait pain ease some. He gladly fixed up my services and I left happy. If not for him I might have cancelled service.

Where do we begin? This company is a complete succubus. They want to drain the life out of you while stealing your money.
I signed up for the new fast Internet package advertising 100 Mbps downstream and 5 Mbps upstream. My actual speeds varied greatly. The BEST result I could get was 85 down. It’s fast, but it never stayed that way. One minute it would read 85, the next all I had was 10, which is the speed I get on my LTE cell phone (without WiFi). The average speed usually rounded out around 20. It would spike at night, but I never hit 100, which is what they were charging me for. TWC basically just makes stuff up as they go. Another crappy thing they did was tell me what kind of modem to buy so that I wouldn’t have to rent theirs. Then they turned right around and blamed my hardware for their lack of ability to deliver what they promised.
After a week of garbage speed, I had them cut it off and I returned their modem, which is how I ended up in this fabulous TWC nest. I waited in line for an hour just to give it back. Hello U-​Verse.

Awful company. Told me it would take 2 weeks for a rep to come out and set up the internet service when there was already a line available. Had to call back a few times (4) until I got someone smart enough to turn it on remotely. They do this BS because they can charge for a service installer but the remote ones are free.
So I get my service, everything works fine (from the remote install), get my first bill and the price somehow magically jumped up from what I signed up for and I need a deposit all of a sudden.
So I get to spend a few more hours trying to navigate through the help desk until I get to a manager that realizes that yes, the promotion I signed up for is still going on and there was never a deposit in the first place.
It is unbelievably irritating to have to use a cable service that tries to charge you extra as soon as you sign up because they know that they have a monopoly and they can make so much extra money from people not willing to spend hours on the phone trying to correct their «mistakes». If you are blessed enough to have an option, go with someone else instead.

Can I give them ZERO stars? I will be cancelling my subscription with this TERRIBLE internet service.
I’ve had their internet service for three months and it’s stopped working four times. The automated voice told me there is an issue in my area and that they are working on it. I don’t have time to wait for their bullish*t…I am likely going to cancel my subscription with them. Where is my discounted price… I only want to pay for the times TWC’s internet is actually working correctly.

I’m only giving one star because it won’t let me do no star.
Time Warner has mistakenly turned off our cable and internet twice in the last month. Each time another tech opens our box everything stops working. This last time we called and were flat out lied to and told there was an outage in our area. We were told this over the course of 24-​hours until finally we asked to speak to a manager and were told there wasn’t an outage in our area. When we asked why we were lied to and why they didn’t help us in the beginning the manager dodged the question and said thanks for my patience??? Furthermore, the only solution to Time Warner mistakenly shutting off our cable/​internet is for us to now wait two days for them to come fix their mistake. If we had been told the truth on the first call and actually helped we may have been able to schedule an earlier service call. I work from home and cannot conduct business because of Time Warner’s mistake AGAIN!
Unfortunately, Time Warner is the only service available in my area. Maybe that’s why the customer service treated us like garage. The last time this happened we actually drove to switch out the modem ourselves just to find out it was a tech that messed the wires up.
We haven’t had consistent service for more than a two week span and have now been lied to just to get us off the phone.

I almost switched to TWC for my Internet and phone as they are significantly cheaper than AT&T. I called on January 15^th and the soonest a technician could arrive was over a week later on January 26^th. A day before my installation appt, I received an email confirming that I had cancelled my appointment. What? Of course this must have been a mistake! I called to question why my appt was cancelled and it was done so erroneously by their third party installers. Unfortunately, they would be unable to reschedule my appt until January 30^th now. Today, I called to see what time my appt was on Friday and the agent said they have me down for Sunday, not Friday. The agent also asked me several times when I called. If I paid my installation fees. Did I know how much I was going to pay on a monthly basis. Shouldn’t their systems be able to see this?
I have taken their poor customer service and lack of organization as a sign that I should not have them as my provider. My primary concern is that if I have service issues, will they be able to send a technician within a reasonable amount of time. I’d rather stick with AT&T and overpay for decent customer service.