Time Warner Cable

My Opinion: If you have a choice choose anywhere but this horrific monopoly — problem is you most likely have no other choice and are stuck with having to get smoke and mirrored.
From what I understand the ground crews get commissioned by the less customer complaints they get so by default to my mind this is a conflict of interest. If the cable guy (gal) can hook line and sinker you into a techie sink hole you can easily get bamboozled when it comes to how to determine EXACTLY what internet speed you are really getting vs what you are paying for.
If you experience intermittent lagging or frustrating speeds chances are you are NOT getting what you pay for. The guy shows up they ping your location he shows you his proprietary portable laptop TW speedtest results and so voila… Problem fixed right? NO! Temporarily you might experience the speed you are paying for (especially in the first few hours since the visit) but soon you will be right back where you started. The speeds go up and down depending on many variables. Where you live, congestion, prime time, street hub, wiring and the origination of the signal just to name a few BUT just like water pressure signal CAN be affected in a similar way.
Plug in ethernet direct go to timewarnerspeedtest (google it but use this one:
) and take frequent screen shots with your phone and DOCUMENT the speeds you are really getting in the real world! The more pro active customers get the less they will be able to do this. To add a note… I hear TWC is for sale!
BUYER BEWARE

I can’t stand the attitude in store a security guard standing in front of the kiosk. The customer person telling me there no supervisor I can speak with

What a garbage company. Cable boxes that don’t work, price gouging, useless «outsourced» lying customer service, numerous unsolicited survey calls. I cannot stand this company. They are useless. If it was free, it would be overpriced!

Time warner cable is very bad they promise you a lot before you join, once you join them they reject all the free offers they said you will get

Time Warner is THE WORST COMPANY I have ever dealt with. I’m moving into a building that has recently been turned into live-​work lofts and have trying to get residential service. Even though TWC has done over 4 site checks, it has been IMPOSSIBLE to get service. I would go somewhere else, but only TWC services this area. About ready to pull my hair out.

Busy on Saturdays, came for a modem upgrade. Came in at 11 am thinking it was early because they open at 10 am but they had a line where I waited 15 min. The rep, Bianca has great customer service. She greeted me and help me in a friendly, courteous and quick manner. But since it was busy I rather next time if needed come during the week, as she suggested.

paying $ 114 in Aug. 2015 and in Nov. $ 119 in Dec. 2015 i pay $ 131 in Fed 2015 i pay $ 147
where I’m going? i never make any change to my service the bill going up every months

John was amazing! He was extremely helpful in getting my bill down to where I can afford to keep it.
I had recently received an offer from AT&T for $ 99 and I had called to cancel my 6 year service in order to take advantage of this other offer.
He helped me get to a price as close to that offer as possible and I was able to keep my service.
Thank you John at Time Warner Cable. This is why I have been with you guys for 6 years and here is to 6 more!

This company has not improved. Their customer service department could not get it right for 6 months and would not do anything to correct it. In fact, they lied to me — something I believe they probably do often even though their Supervisors are able to pull the tape from that day and hear them prevaricate. My experience was horrible again — they were condescending, patronizing and unfamiliar with the term customer service. This was for my second home in Palm Desert CA. I will not provide all the horrific details — I will only say that if I had a choice this company would never get my business. Because I am in a large association, the service is «free». The ulcer when dealing with them is also «free».

I recently visited this location, and although I like the fact that we have a local TWC, what I don’t like is when someone talk down on you then use another person to rub it in, for instance, there was a dark male door-​greeter («Greeter») who was all involved in a conversation at the door with another male when I walked in, I went directly to the counter to return a piece of equipment and the Greeter stopped his conversation walked over to me and started talking out the side of his mouth with a smile on his face in order to let me know I should be in line to return a piece of equipment that I thought I could bypass since the serial number will pick up my identification. He was all loud about asking why I am returning the equipment and whether I wanted to get another channel, etc. as if he was performing for someone, nevertheless, I decided to keep my cool. After handling my business and as I was leaving, I turned my head to him to say thanks which he accepted with that smile, but apparently had the hots for the Caucasian customer directly behind me because he gave her an extra friendly goodbye in a flirtatious way that I found to be very unprofessional and disrespectful.

I came into the store already annoyed. The people that lived in my apartment owed TWC a lot of money and I had been told they could unlock my address online. WRONG. They told me to call in and they could do it over the phone. WRONG AGAIN. I went in close to closing time and Bianca helped me. She explained the department I was supposed to see was closed for the night but promised she would fax my stuff over and call me the next day, Saturday. I left almost knowing that she was neverrrrrr gonna call me back and I was going to have come back and try again. I was so pleasantly surprised. Bianca not only called me back, but stayed in touch with me through the whole process as well as help me find the right router and modem for me. She had my address unblocked and sent a technician out to help me set up my place for the wifi as I didn’t have the proper equipment. I just want to say thank you for being so patient and helpful! I know that cable companies are notorious for having horrible customer service but Bianca really made my experience one of the best!
p. s. Also, I do not recall the technicians name but he is tech #1481, he was on time and quick! He explained everything to me and was in and out within 45 minutes, if that! Thank you!

This place has some of the worst customer service I’ve ever experienced in my life! I’ve worked in customer service myself, so I know how it should be. I was driving to Time Warner Cable after work during RUSH HOUR, I drove as quickly as I possibly could and it still took me an hour and a half! All I needed to do was to drop off our internet modem since we had canceled our service. I just needed to DROP IT OFF and nothing more! I rushed in right as they were closing their doors, but because it was 7:03 and they close at 7, they refused to let me in, even after I begged and pleaded and told them I had been sitting in traffic for an hour and a half trying to get there. I have never met people so cruel that they would turn you away after that much effort to just drop something off. This is a terrible company!

Niesha was friendly & fast. There was a line when I walked in but they had like 8 tellers so that was cool. I waited in line for about 5 minutes. Picked up my equipment & was on my way in less than 10 minutes! This place gets a lot of bad comments but this was my experience.

This review is for Time Warner internet in general not this particular office. Apart from an internet connection that consistently drops their customer service has reached a new low of incompetence. Yesterday I contacted them through their live online chat regarding closing my account with them. The person at the other end was unable to help me and did not provide me any details. Instead asked me if I wanted to schedule a callback. I agreed and asked for a time of 6pm, thinking I could talk properly after work. No call was received that evening. Fine, I was okay with that too, maybe the request did not go through, I thought to myself, I’ll schedule again.
The next morning my phone rings at 6am. I wake up startled, pick up the phone and hear the machine speaking from Time Warner Cable. I disconnect the call and try to sleep again but the good people have a system to call thrice! By the time they call the third time I’m completely awake and totally furious!
At least use some common sense while scheduling callbacks! Nobody wants to hear your machine at 6AM in the morning!

100% agree with Nahisha!!! Time Warner needs to go AWAY!!! OMG, they’re customer service is HORRIBLE, they’re cable SUCKS!, And they’re Awful in general! For the past 10 years I’ve had DIRECT TV and until recently I moved to Woodland Hills and found a place but, unfortunately the DIRECT TV technician came out and stated that I could not have service due to the Satellite not hitting my pad. Fine… I called which I thought was the third best option, (Option 2– Dish, Same problem), and that’s Time Warner. I called and and had it all set up, technician would come out and install cable, Internet, and phone. I SPECIFICALLY asked for the earliest time and that was between 8am-​9am. The dude on the phone said, «No Problem, that’s the first appointment so Technician dude will be there at 8 so I better be ready,» I said great, I work at 10 and that works out great. Well… I wake up at 7, (lose a couple of hours of sleep mind you), get ready to see Techie Dude from Time Warner, I even Receive a call at 8:05am that Techie Dude is 20 minutes away, (Que Jeopardy Music Here…), 8:20, No Techie dude, 8:25 no techie dude, 8:30 No Techie dude, 8:45 Still… No Techie Dude, 8:55 Still… No Techie dude,…9:10 And… Still No Techie Dude,…9:17am, I received a call that Techie Dude was outside my place, so I let him in… Techie Dude comes inside says hmmm. uhuh…ok, I’ll be right back, he says he needs a special key for some box, (I’ll get back to this in a minute),… I ask, how long will this take for you to hook up, Techie Dude says 1Hour, yea, ummmm. not going to work, I call Time Warner and tell them of my issue and dude says I can go to Time Warner and pick up my equipment. K, 1^st off, I’m no Techie Dude or I would have done that in the beginning! So I ask, will somebody teach me or give me a tutorial, phone dude says, it’s on YouTube! K. so Fast Forward, pick up equipment, and yea right. .I can play the drums and play Metallica songs, learn that in one day, it’s equivalent to putting a cable box and modem together! So… I call again to Time Warner, explain my concern and yet again phone lady says, it’s on YouTube! I asked her to go play drums in one day, phone lady then says she could have a Techie Dude out here in a couple of days, nevermind you that I don’t have Wi-​Fi, I don’t have cable and I’m supposed to play thumb war by myself for a couple of days!
DIRECT TV I MISS YOU!!! Where’s the courtesy level of a company? Where’s the compassion and the honesty and integrity of a Company? If you’re really sorry, Going to YouTube is not the Solution! No way would this fly at other large companies such as Disney, or DIRECT TV, OR even frickin Some cable company called uverse,
Complete Joke, and careless attitudes!
I’m out..

Time warner cable… In general… Not just a particular office… needs to be out of business. This is a terrible service company. I ordered a package for $ 80 a month, and for 4 months still don’t have all of the channels I was promised. I find that to be unacceptable, especially given the fact that the only reason I even ordered the service was for CNN, & I don’t have it. Otherwise, I predominately watch Netflix. they finally told me today, in order to get CNN, once again which I was originally promised, I have to pay 5 extra dollars a month, and order a new cable box. I complained and got upset, so then they offered me a $ 30 credit for my troubles. When I called back to ask why the credit had not been applied to my bill, they said all «Our credit department didn’t think it was justified and decided not to give it to you.» Wow, only 3 months of service, and 2 promises broken. So now I’m in the process of making them pull their recorded calls… Which probably will do nothing, because they indicated that everything I was saying was already in the representative’s notes, so they already believe me, they’re just not willing to fix the issues. I’m reporting these people to the Better Business Bureau. I should have used At&t… They’re much better. My roommate was using them before she moved, and for the whole two years she was here, we had no problems with them. However, when she moved I decided to go with the cable company whose name I trusted more, simply because they’re longer established. But I really should have checked the reviews first. They’re terrible… DON’T USE THEM. Save yourself. Lol…
Not to mention my internet is just off today for no reason in which they can explain, now I have to go through the hassle of picking up a new modem and standing in a long line at the company office to retrieve it. and I won’t be surprised at all if they don’t credit me one penny for the days I don’t have service. I think I’m about to kick them to the curb. Smh.

If you want to save a lot of money using TWC internet, buy yourself a modem (Motorola 3.0 cable, Model #SB6141) from Costco for $ 75. They lease you a modem for $ 5.99 each month!!! I started with TWC almost 7 years ago and I would have saved $ 500 over that time period.
Just make sure you call TWC and provide them with the MAC ID which can be found on the box and the Model # of the modem (if you’re not tech savvy). Plug it in, cable first, then power, and you’ve just saved yourself a bunch of money!!!
Makes me sick to my stomach knowing I paid these bunch of a**holes so much money because i was ignorant about a simple fix.

Would have gone 5 stars, but the location is near impossible to find — minus military grade infrared technology. If you’re trying to find the place, set your nav to the adjacent WalMart. It’s basically located underneath the parking structure, next to a police sub unit.
Parking is easy though and I went around noon on a Saturday.
The line should be expected, but it seemed to move along at a decent clip.
But really, why I’m taking the time to log a review is because of a rep there named NEISHA. She was awesome. I had just set up service at my new place, purchased online, and she quickly showed me how to get more and save more at the same time (faster net, more channels and a phone line (why not?)). Where the TWC site is a disaster to nav, she helped me clarify what I had and when I could have guided installation (our place was wired oddly).
She set everything up speedily and was cheery all the while. Her going the extra mile, answering every question that popped into my brain, inspired me to write this review. I hope she gets some recognition for going the extra mile.

This is the dungeon you must head to when you are cancelling your service and to return your equipment.
I told the rep that I was moving to another country because the sales rep will try to keep your service. (Tip: tell them you’re moving to Korea where Internet is faster and FREE and paying for Internet is considered barbaric)
The line was long with other doomed customers waiting to return their modems.
There were four flat screen TVs. All were playing sports. WTF!!! Big corporations need to learn women are the most powerful consumer block. Put on some K-​pop (Korean pop), Food Network, or the History Channel.
But the lady staff person was nice (five-​star service) and was super nice to confirm my refund and my mailing address for my refund check and a paper confirmation verifying my return of equipment. Kudos.

Worse experience of my life. i would be ashamed if I worked for twc.

TWC has the worst service.
Made an appointment on the 16 th. Earliest available was the 21^st (Sunday) between 4 – 5. I waited at home. My gf was at work. No call no show. We got a call from their automated service 24 hrs prior to the appointment to confirm. We confirmed. So I called to ask why the no show. The customer service lady said the tech called my gf’s cell phone an no one answered so they cancelled the appointment.
I asked why didn’t he ring the door bell? We love in a house. No gates. No dogs. Kids knock on our door weekly selling things for school. Why not ring the bell? The lady says «would you like me to add that to your file»? (to ring the bell)… YES!!! Please! The pizza guy does it! When you make an appointment to come to someone’s house you ring the bell! They could have called on the TWC landline we just had to have but it DOESN’T work!!!
Now they say 4 more days for the earliest available. So hopefully AT&T or Verizon can get here before. Cause I am ready for anything else.
Shame on you TWC. And if someone higher up reads this. Your service tech seems incompetent. Your customer service rep seems incompetent. The supervisor? RUDE!
This is the first Negative review I have ever posted. It’s a shame too. On such a beautiful day.

TWC has horrible customer service. They have fraudulent sales representatives. To add to it, there isn’t even a system in place to lodge complains. My account was deviously overwritten, plan changed costing me more than the plan I had originally opted for. Also even though the service was not activated, their records showed a modem connected!

Time Warner is the absolute worst business when you close you account. I close my account June 6 2014 and called several times inquiring about when my final bill would be delivered. No bill ever came, the next thing I know today July 7^th 2014 my account is now in collections. I was never given the opportunity to pay my debt. When I called several times to try to get this resolved and I was hung up on three times. Way to go Time Warner. I will never return as a customer, I only disconnected my service because I am moving out of state and my roommate have cable already.
I wish I could give zero stars

Just switched out my old modem — because it was running SLOW and within a few seconds (minus the expected line), I got a new modem with fast and friendly service! Thanks!

My experience with TWC is very ⁵⁰⁄₅₀. A LOT depends on what person you get when you call and/​or visit the store. I think maybe 30% of the time I got someone knowledgeable, polite, and genuinely helpful — the person at the store was one of these types, fortunately. 30% of the time I got people who read from a script and who cannot answer basic conceptual questions. The other 40% of the time it was an acceptable but unimpressive response.
My tech level is high and my attitude constructive. I understand why unplugging/​plugging in the modem is one of the first things they check. I’d advise NOT doing this on your own and instead just calling them and doing it with them. It is part of their diagnostic testing and they are going to tell you to do it anyway; just humor them. It doesn’t hurt to let them know that you DO actually know about networking and tech and that you’re just doing it with them because you know they have to tell you to do so. Being agreeable doesn’t hurt.
I’ve also learned the following:
1) When you call, just give them your name and account phone number right away before you try to explain your issue. They always greet you by asking how they can help, but they don’t know what account to look at until after you tell them who you are. so just tell them your account first so they can see your history of calls and any existing issues.
2) If you get someone who does not seem to be «smart» enough to go off-​script (you can tell because if you ask a question, they just keep repeating themselves) just hang up and call back. You’ll get a different person.
3) They can see which modems are online and which are off. Clusters of modems share what they call nodes. service is provided to nodes. They can see if a percentage of the modems in your node are on or off, which can be helpful in determining if your issue is shared or just you.
4) They always assume it’s your fault and that you have connected things incorrectly. Don’t be offended. I am willing to bet half the time it IS something simple with most customers, or at least seems that way to them. Trace the cable cord throughout your apartment or house and take note of any splitters or connections so you can tell them. Sometimes there is a simple thing to note that a tech would look for but the person on the phone may not think to ask.
5) The technicians are contractors for TWC, so their communication is separate. The automated voice lady will call you to confirm a tech appointment, but your tech will call you him or herself shortly before your appointment. In my experience, they have always been pleasant, professional, and punctual, so if you have to miss work or appointments to be home for them, know that they do actually do their best to not interrupt your day too much.
6) when scheduling a tech appointment, request they add an «early reschedule/​cancellation» code to your appointment. Not every person you talk to on the phone will knwo about this or offer it. But it is a code they add to your order that says if the technical has a cancellation, that you are on a waiting list to take the cancelled appointment’s time slot if the tech is in your area. It’s a long short and no guarantee, but it is worth a shot.
My internet modem was dropping offline at the same time every day. I got a new modem at the store and that too dropped offline the next day. I was without internet for a few days until the tech came and replaced a three way splitter. He said the installation guy should have done that when he installed service, go figure. I work form home, though, so i am cancelling the residential internet and buying the business class internet, which is far more expensive, but includes ²⁴⁄₇ support and bandwidth priority. Hopefully installation will also be higher class.
Regarding THIS STORE in particular… it is difficult to find. It is in the Baldwin Hills Crenshaw Plaza shopping center, but under/​within this parking structure on the south end of the shopping center, adjacent to the Sears area. It is difficult to locate and to describe. There are a lot of police vehicles by it – I guess the Police parking is just in front of the TWC store?

Pathetic customer service. Complete disregarding for the situation lack of Internet provides. Mine has been down for 1 weeks and my 3^rd 1 hour call + 2^nd technician visit (rewired entire house to pole & new modem) and it still doesn’t work. Now tech scheduled for Monday.
The state is to blame for allow this conglomerate company franchise.
DIE Time Warner corporation.