Oceanic Time Warner Cable

Very disappointing to say the least. My internet is slow… my wifi is poor and the customer care is lack luster. It’s amazing how a company like this is able to stay in business. I’ve never experienced such poor customer service as I have from Oceanic Time Warner. It takes a lot of patience just to get through all the hoops and ladders when calling for tech support. The wait time is very long and they are never able to solve an issue. The techs that I’ve dealt with are descent and knowledgeable… and told me everything should be fine… a few days later, back to poor /​slow speeds. I’d strongly recommend using a different provider if possible. If anyone could recommend something in the Kihei neighborhood I’d be grateful.
Thanks–

Negative stars if possible. This is a very unethical company. I have no problem with the staff, but the company itself. I had internet service from them for 6 weeks while in a vacation rental on Maui. At the end of 6 weeks, paid the bill in full and returned the cable box. Unfortunately I misplaced receipt. They claimed I never returned the equipment. I called them to tell them I returned the equipment, spoke with several (very nice) supervisors who told me it should be ok. I never heard anything from them for months so I assumed the situation was resolved. A few months later I get a bill for the equipment from a collections agency! Instead of sending me a bill they sent it straight to collections! I called to find out why they didn’t contact me first since I was told the situation was resolved, I had no way of knowing there was an outstanding bill. First person said I was sent out a paper bill to my home address (never received). Second person I spoke to, (supervisor) changed the story and said that actually I was only sent emails. I checked my email, my junk folder, and no emails from their company were ever sent and they could not verify that an email was sent other than «that’s what the computer says». I am fairly certain a company can not send a bill to collections without contacting the costumer first. The supervisor agreed with me but could to nothing to help me. So, now I am stuck with a ding on my perfect credit score and having to pay them for equipment I already returned. I am filing a complaint with the Attorney General in Hawaii. This has to be unlawful behavior to send a bill to collections without notifying the costumer. If you can avoid this company do so at all costs.

Wow, what’s with all the hate on this page? I’ve been in a few times over the past 3 years, mainly to exchange and upgrade hardware, and I’ve received nothing but stellar service at the office and over the phone, and have had zero problems with speed or connection.
The WiFi at my folks’ house kept losing connection. I honestly thought it was our router, as did the OTWC associate, but she gave me an updated modem, and voila, no dropped connection, and I didn’t need to change the router.
Most recently, we exchanged a dinosaur DVR for the enhanced DVR which can record 6 shows at a time along with more storage. Totally free, sans for the measly $ 3 increase for the new DVR service. That’s what I love about this place — If your equipment is outdated or defective, you can exchange it anytime, for FREE, and 99% of the time you’ll receive brand new goods. The ladies at the counter are awesome. So friendly, professional and helpful.
After bringing the new DVR home and setting it up, I had to call the customer service support because it wasn’t responding. The automated system sent a reset signal to no avail. Called back and immediately got a female rep. She was top notch and brought the DVR to life in a snap. I gave her stellar points with the automated follow up call that came to the house soon after.
OVERALL:
Keep up the great work!

Very slow internet connection. Yet, no alternative (competition) in our neighborhood. The monthly cost has almost doubled in two and a half years while the speed has slowed.

Have had time warner for years and used to never have problems but over the past year at least it’s been nothing but cable and internet problems. We’ve been having to call at least once a month. Told to switch out cable boxes and no difference. Told to switch out cable behind our box no difference. We’ve been paying for crappy service for so long now and the only compensation they do is maybe take one day off your bill. Cancelling services today because we’re so over the poor service and constantly being in the phone with them.

This place is a JOKE… I have had internet and TV service for 7 months now here in Kihei and have had a issue of my TV in both rooms cutting off every 30 minutes for 3 to 6 sec. I have had 4 people from the company out and none of them know why or can they fix it… I asked for some kind of credit, because I pay full price and don’t get full service … I was warned by a field supervisor that if I complained they would just tell me to cancel the service. And that they did. Told me if I didn’t like what was going on I should just cancel my service… But like anything thing else now days. It’s «All About Money»…

Use any other service. I have Direct TV. They are much better. Unfortunatley they do not do internet in my area. I have had hours and hours of my life WASTED because this company can’t provide proper service. They also refuse to adjust billing for their mistakes. This is the worst company I have done business with in recent times.
Have been charged for phone/​internet for years. Haven’t had working phone for so long I cant remember. My wife finally stopped paying the bill. I called several times to try to get the phone service corrected. Finally I gave up months ago. I called customer service today to get an adjustment and was practically acused of making up a story. I want to clear my balance but refuse to pay for service I wasn’t receiving. We’ll see if they want to do the right thing.
It seems like they think there are no other choices for me to spend my money with.
After a third phone call this company still insists on charging me for services I was not receiving. Again there is no resolution. Just a waste of my time again.
(Update! I finally paid for service I didn’t recieve. Iwas told my internet would be turned on at 11:00 AM, at 4:00m pm I tried to get my internet working watsed another hour of my time. It was never hooked up! Now I’ve been on the phone for another 30 minutes and counting.
Also lost my phone# OF 19 YEARS!
IF YOU HAVE ANY OTHRER CHOICE USE IT!
I finally got a customer service rep that seemed to care. Diane, she was able to credit me 2 months. Had way too many bad conversations before I ran into her.

lana’i residents. very poor service online, on the phone (at least 1 hour), and in the field. would try anyone but this co.

Software issue with cable tv service in wailuku. The reps are great at the office and on the phone but the service is bad. They said that they cannot get over to fix it until 7 days later. This is terrible and no credit was offered for loss of service.

Updated Review:
I am now total happy with the new MAXX speeds. FINALLY 16 downstream channels and getting full speeds all day. Just tested speeds at speed net 350Mbps down and 23Mbps up. Awesome job TWC

Every month my bill goes up! Tech service is horrible! I am switching to Direct TV which will cut my monthly bill in half with better equipment.

I have been with Oceanic Time Warner Cable for 15 years. I have the bundled package of Phone, TV cable and Internet. My monthly charges keep going up and up. It is getting to the point to where I cannot afford it anymore! I called and asked if I could get their new bundled package which costs $ 79 per month instead of the $ 224 a month that it costs me and they said no it was for new customers only. What a way to treat your loyal customers!
I too am switching to Direct TV. Less cost, better and newer VCR equipment. More for you money.

I have had the ultimate 100mbs internet with basic cable for three months now. It took them two months to install it, and I have never gotten more than 30mbs. At peak times it drops below 2mbs. I’ve called them and they tell me that 100mbs is just the maximum speed that could happen, but I should expect much lower speeds. I know that, but 2mbs!!! So I asked why I should pay for the ultimate 100mbs plan. They told me that the cheaper plans would be worse. My mobile internet is much much faster.
Also, with an antenna a get a program guide and channel listings on my TV. With Oceanic Time Warner Cable basic, I get none of that on my TV, so I end up just using my antenna when I want to watch TV. That’s not my gripe though, as it’s the Internet that I really need and use, but just doesn’t live up to the advertising.

I’d give a negative rating if possible.
For the last 4 or 5 years, each evening during primetime, my tv service is so horrible we can’t watch it. I have had their technicians come out 4 times. When they test during the day it works fine. The problem is over subscription… they have to many people in my area (Kehalani) using their service without enough infrastructure to support it. I have called multiple times all to no avail. They even had the nerve to suggest it is because of a neighbor and for me to check out the neighbors wiring, go figure!
I live in a Townhouse, we are not allowed to put a dish out so I am stuck with oceanic. There is no worse service around. The people on the phone are nice enough but all they can do is say a guy will come out. You have to sit all day waiting for them to come, and tell you nothing is wrong. They won’t come in the evening when the problem happens
Looks like it will be small claims court for me. I’ll video taping my lousy service, documenting the technicians and phone calls.
I highly recommend for everyone, do not use Oceanic unless you have no choice, if you have a choice go Satelite…
Oceanic is horrible.

Horrible!
They charged wrong card on file. No one notified us that the card was invalid. We had to wait 5 days for someone to mannually flip a switch. They had no one who could come sooner.
Horrible…horrible…horrible!!!

I have never had anything but problems with Oceanic! I gave it one star simply because I can’t give it zero.
My Internet NEVER works. Then when I call about it I have to wait an hour before I actually get to talk to anyone. Then when they schedule an appointment it’s always three plus weeks in advance and they can show up at anytime during their business hours, god forbid you have to reschedule. I have switched out modems tried different routers and have even hardwired the Internet to my computer, nothing works! I pay for 15mbps download and when I run a speed test I don’t even get 1mgps. It’s been a week and a half now since I’ve actually been able to use it. I’m hoping this merger with Comcast helps produce a quality product, because right now they are practically stealing my money.
Oh and I wrote this review on my cell phone because my internet isn’t working, again…

I have NO IDEA
” HOW THIS HAS GOOD REVIEWS ” !
I have this unlimited downloads internet for $ 37 a month or around that
in my Condo in Maalaea AND
at a Friends in Kula !
I have Had MAJOR ISSUES
Multiple Times
” JUST TRYING TO WATCH A YOU TUBE VIDEO «
My iPhone 4g w AT&T
KILLS THIS TIME WARNER SPEED AND CAPABILITY !!!
I am shopping for a new Internet that does not FOOL YOU AND LIE TO YOU !
Haha Oh Ya the Internet is
«JAMMED UP and working Slow «
Or the Bandwidth is Depleted !
#THISISBS!!!
What The HECK is going on ???
Not to mention if you call they will run a test over the phone & tell you you need service and schedule a Technician to come over and then he will say
» Oh Man Why did they schedule you ?
Your Router and Internet is FINE «
Lol
Ohhhh Ya !!!
«Fine for 17 Minutes until you can’t watch or Load or Search at anywhere NEAR the speed you WERE AT 17 min ago «
SOO, THEN you switch to your Data on your Smart Phone and say to yourself
WHT THE F
am i paying for
Oceanic Time Warner Cable High Speed Internet
» if it DOESN’T WORK WELL AT ALL? «
I dont know either !
Ps
Thanks for everything Time WARNER !!