Oceanic Time Warner Cable

It’s Wednesday at 1 pm, and there’s about 30 people taking numbers and a 45 minute wait just to return an outdated cable box or be charged $ 80. It’s like the DMV but worse.
At least the staff seems nice.

Un f*****g believable!!! After being a very loyal and excellent customer, sorry for you Oceanic TWC but you’ve lost a longtime customer. So after watching the first 30 minutes of the Pro Bowl on channel 1222HD, the screen blacks out. My husbands guests are downstairs getting pissed off, I run upstairs to call Oceanic. I first speak to Roy. Not sure if their customer service is local but their reps don’t sound local… almost Indian accent… but whatever. Anyway, Roy tells me to unplug the power to the cable box and he’s going to send a signal blah blah blah. Still black screen. I can watch on a nonHD channel 222, but why if I pay for HD anyway? So I’m super upset, frustrated because I’m still getting a black screen. I’ve had enough of Roy not being any help so I ask for his manager. I get Kurna. I explain my situation to her and get very little to no empathy which doesn’t jive with me. She also does a signal reboot or whatever and still no picture. Then she tries to tell me that she entered HD codes that weren’t there before and that she can waive the fee for that service for 24 months. Huh? I was able to watch HD channels fine in the past mind you, so I do not know what she was talking about. Probably a way to appease me but to know avail. It actually pissed me off even more because she opened up another issue! After numerous reboots, I still have a black screen. I ask what’s the next step. She said she’s exhausted all possibilities and a technician will need to look at it. So I tell her to send one. She says, I need to check for the next available time. By this time I am livid! I’ve been in the phone with them for one hour and our guests are leaving. How embarrassing is that!!! I ask to speak to her manager. At first she said that her manager is on the phone with another customer and if the manager can call me back??? What balls! I think not and wait for her manager. Finally I get her manager named Pedra. Personally I’ve worked in customer service/​call center environment for 10 years and if a call has escalated this much, the manager should be willing to work with the customer. Anyway, I’m tired, my husband has jumped on the phone to let me take a breather from this joke of a company and customer service. Basically, she was made aware of our situation and just apologized. At this point my husband and I are looking for some kind of reimbursement or last minute attempt on their end to keep us as customers. Apparently that was not the case. She was willing to give us a credit toward cable box rental for two weeks that basically came out to discounting two dollars for this huge inconvenience today. What a JOKE and an INSULT! Oceanic Time Warner Cable, youve just lost yourself a long time customer and our business. Good riddance!
P. s. Dear Oceanic TWC Help, namely Stephanie or Leanndra or whomever else, I’ve seen your replies to all the other unhappy posts. Please spare me the b******t line to go to your Facebook page for help. We all know that’s a waste of time.

My review today is for customer service– not the actual internet/​tv service.
I recently had a string of terrible customer service interactions with my current internet provider (Hawaiian Telcom). As a matter of principle, I decided to take my business to Oceanic. I realize that Time Warner could probably care less about getting my business, as they are well on their way to becoming a worldwide monopoly, but it was a matter of principle.
In calling Oceanic, I was not expecting a large improvement over the level of customer service I experienced with Hawaiian Telcom. But I was pleasantly surprised (after a very short hold time) to be connected with Jane. Maybe I just got a lucky draw, but Jane was extremely nice and a very effective communicator. She did an excellent job of answering my questions and concerns, mentioning some of their other service options, while also managing not to sound like a scripted company robot. I think we may have actually laughed at one point during the conversation. This was a far cry from my experiences with the other company.
Now I’ll be the first to say that I’ve worked with TWC in the past and had less than stellar experiences. However, I think it’s important to offer thanks when a company gets it right. This is doubly true in the world of cable/​internet providers, where good help can be hard to find. Here’s to hoping Oceanic continues to hire more people like Jane!

If there is a way to give them negative stars, I would! I was with oceanic for many years, I endured the super high prices. Finally Hawaiian Telcom came along! I subscribed to them for the cheaper service, and yes their Internet was slower than the best oceanic cable! But not by much! In fact I saved over $ 60 switching to Hawaiian Telcom! Recently, with their «ultimate 100» Package, they lured me back, I thought I would save $ 30 if I join them, so I did it like a dummy. Once they hooked everything up, the ultimate 100 Internet was actually way slower than the Hawaiian Telcom, plus I had to pay $ 50 more if I wanted speeds better than Hawaiian Telcom, worse still, I had to pay for channels that were free on Hawaiian Telcom! Seriously I have to pay a premium for National Geographic in HD? And velocity in HD!!! So after four days I canceled my service and those 4 ½ days of service cost me $ 98! Really?!! I had to pay $ 98 to figure out that Oceanic sux! Run!!!, don’t walk, RUN away from oceanic cable! I live in a townhouse so I can’t have direct TV!

It’s official, Oceanic Time Warner… you guys really suck! We were watching a movie on HSHO2, when the movie cuts out near the very end. Who does that? Apparently the very overpriced cable monopoly in Hawaii, that’s who. Your continuity in poor service remains very much intact. Such an awful company.

I’ve been a loyal customer for over 18 years and recently I’ve been having trouble with the cable. At first I tried to reboot the cable box by unplugging the power and waiting a minute and that didn’t work, so I decided to call customer service to try and see if anything was going on in the area. I told them my situation about the audio pausing for a few seconds and coming back on. They told me that nothing was wrong and that I needed to switch the box. The box is only a year old and as a family we have a lot of DVR shows on the box.

After nine years with DISH I decided to go back to Oceanic Cable because there are issues with DISH during heavy rains storms with picking up a signal. The first three days with Oceanic went okay, but it went downhill from there. I had to reboot the box everyday. It reached the point where the TV still didn’t work after a reboot. I called for help and was told that my television was defective and they offered to give me Samsung’s number. The very next day, I was able to get the TV to work, but then it stopped working at night. No matter how many times I tried to reboot the TV, it did not work. The next morning I was able to get it going and called again. The customer service rep told me that since the TV was now working that I did not have a problem. That’s when I called DISH.
I am happy to say that DISH hooked me up yesterday. I have no problem whatsoever with reception. Clearly there is no problem with my TV. There is a problem with Oceanic Cable’s «service» and defective equipment. I will never go back to Oceanic Cable.

Wish I could give negative to no stars as they are always slow and lacking in workers. Hmm wonder if their turn over is that bad for employees.
Have to wait for an eternity just to drop off the modem or else I risk getting charged $ 300 for a crap modem that barely worked all the time I had service from oceanic as they would always be doing maintenance in the area that I lived in.
The wait is so ridiculously long that a lady actually fell asleep waiting.
Thank goodness my business with them is over and done with. Now off to better and bigger services for cheaper prices and better customer service and deals. Good bye.

I am sitting here trying to pay a bill that was not paid by mistake… yes a real mistake… water company has my two payment checks to prove that. I AM SITTING HERE IN A ROOM FULL OF PEOPLE AND 2 CUSTOMER SERVICE PEOPLE… WHY…WHY…WHY
Because this is there norm their reps are so used to seeing a roomfull of people that their is no rush to serve to speed in help. I have been sitting here wondering why each time a third customer service rep sitts down to help one getts up and walks in the back. I feel like Im part of a comedy show about waiting rooms and the faces we sitting here make when another person comes to help get down the line and one walks away…

Had to come here today to exchange my cable box remote. I first went on the app to chat with someone to make sure that I could just come in and exchange it without having to bring anything else in. I was told to just have the remote and an id.
I arrived at the office and noticed that the parking lot had about 4 cars. I figured that it was not too busy. As another person wrote as a tip, don’t go on Mondays. Today is Tuesday about 10:30a.
To my surprise I walked in with my remote and there was not a line. In fact a rep came up to me to ask what I needed and she saw the remote in my hand. She took me over to a side table and exchanges the remote right then and there.
Quick and easy… literally in and out in less than a minute!

Jeremiah,
I tried to call, chat on Oceanic «live chat», and talk to a manager. Which I am still waiting for that call back. I do appreciate Oceanic sending out a knowledgable technician that was able to quickly fix my issue today.

Wish I could give 0 stars for extremely poor customer service. OC reset my modem and couldn’t get it back up again. I was told I’d have to wait 3 days for a technician. Wow…
The modem was reset because they had an incorrect address for my account. Total phone wait time: 4 hours. Resolution: None.

Came to exchange my router… the wait is ridiculous. They charge an arm and a leg for services and can’t get good services (in person) very disappointing!!!

UH Football Package RIP OFF!
We paid Oceanic $ 400 dollars for this package in person and was assured we would catch all the games. We’re trying to set our DVR and says we’re not authorized to catch this game. We call Oceanic and get TWC instead. We’re put on hold for ½ hour and a lady tells us «Oh yes you paid for this, you’ll get it you just have to wait for that day to record it».
Today is the day and we still getting the message. Called back Oceanic waited 15 minutes this time and they tell us we need to order the «Sports Package» for $ 9.99 more a month. to catch this. We told them we were assured all the games. They said Oceanic should have told us.
We were a strong customer with Oceanic. We have Internet, Cable, Phone, Alarm with them. My brother used to work there along with many friends. This is NOT the same local inspired company it once was. Since TWC took over this company especially their Customer Service hasn’t just gone downhill they engage in stall and pass you to another person tactics.
We will slowly drop all services with them.
09/​14/​2015
We did go to the FB site and got the run-​around with someone from TWC who was totally clueless. I know it’s the TWC people and not Oceanic that will be the downfall of this company. Especially the old timers (I know some of you) but this treatment is unbearable.

Had issues and canceled service. Had to go drop off the equipment and they have a huge wait. Of corse had to take my daughter. Huge waiting room and wait was over a hours with no restroom! Are you kidding me? We are the customers that pay for this huge two story building and your going to tell me I can’t use your restrooms?! Ridiculous.

Sorry, but these guys think they can overcharge for simple cable, switched to another company, pay less than half of what we used to, for more channels, premium channels, more stuff, whole home dvr, wireless box for each room (3), record 4 shows at the same time, feeling much better about switching, and don’t want to start on otwc’s customer service, they’re good on the phone, but when you gotta go to their office, that’s the worst thing ever. One more thing, they still trying to bill us for basic, we cut them off 3 months ago, wtf

Again. they continue to be stupid. we come home to find a block on our cable connection. NO note regarding this. wtf

–Internet keeps randomly going out! This causes my TV to freeze when I’m on Hulu/​Netflix
–Signed up for automatic payment, left for a family reunion for two months came back and my internet got disconnected. Sent in proof of automatic payments they didn’t charge me for the disconnection fee! (that’s a star for me)
–Other than that these guys are awesome at correcting and coming out to fix anything wrong with my internet.

Update: The only reason why I took away a star is because their prices are high. I have been with Oceanic for a pretty long time now. Although their customer service has always been pretty good for me, I feel like when I call the phone number I am always being redirected to someone or some department. It takes me quite some time before i am directed to the right person.
I do not understand why loyal customers are being charged more as the years go by. Their advertisement prices are very appealing but once suckered into their services after a year or so the prices seems to increase. I think the company should look into giving special prices to those who have been doing business with the company for 5 years and over. It really seems like they try to give the best prices to new customers when I really feel like their loyal customers deserves it more. After all we loyal ones are the ones that keep the business going.
Overall the connection has been pretty alright, however there are some times that I have lost connection with my internet and cable. For me it has not really bothered me as I believe every company goes through their own issues and that I can understand.
I still believe that visiting this location is actually pretty great. The people at the counter seems like they get a lot of stress and grief over upset customers. I do believe they try their best to help the customers.
I have always been pretty happy with the services here at Oceanic, but Im starting to have a love-​hate feeling as the prices increases. So much that I catch myself saying I want to MAYBE switch to Hawaiian Telcom. I however always talk myself out of it and plan to stick it thru with this company.

I must say that they need to be open 7-​days a week. Closed Sundays isn’t fair to people trying to get in there on their weekends.
There is a «ticket system» now and chairs to sit without worrying of someone cutting in line anymore. I enjoy the TV’s being on and the Food Network as the channel of choice. The wait isn’t too long. I took care of everything on one visit.
Here’s what I did to save money and you need to do this as well: buy your own modem for the Internet and NOT rent one from the cable co.
You will save lots per year, no longer require a router, and there is a list of acceptable/​compatible modems on their website. Look for the ones that use Wi-​Fi. I have 2 desktops, a printer, 2 Blu-​Ray players, game system, iPad, and Google Nexus 7 all working from this device I selected without interruption, resetting all the time, calling to «ping» my system, etc.
I also reduced my connection hell by having one modem which has Ethernet ports on the back of the modem, so an all-​in-​one system that’s using current technology and not the dinosaurs equipment the cable company issues…
They try, though one cable box, no HD, and basic Internet STILL costs me $ 99 a month. If I could, in my condo, install Direct TV and just pay $ 35 monthly for Internet with the cable company, though that’s not possible, so… what is, is.
Something to think about cable company: more hours, open on weekends (close Wednesdays if you must), lower prices for basic services, and MODERN EQUIPMENT. Your stuff is ALWAYS breaking and I have to «exchange» my box losing ALL MY RECORDINGS.
You need to take a serious look… try some self-​conceptualization and revamp your processes. Need guidance in doing so?, just ask. I’ll freely offer the process in making this a reality. Change is bad, Improvement is good. Do it for us Islanders.
People… get your own modems. New ones are more powerful, include Wi-​Fi, include the router, and take up nearly any space. Seek the list of acceptable units and order one online. Best deal out there. I’ll make-​up my cost in one year of rental savings.
If you agree with me, just click the «Useful» button below and send them a message that we’re angry with them about being closed on Sundays and providing substandard equipment. Thanks.