Time Warner Cable

After three previously unsuccessful service calls, TWC was finally able to install phone and internet service. My phone line is connected to our alarm system and before the technician left, we called the alarm company and the alarm seemed to be fine. Then, from 2am our alarm started beeping loudly EVERY HOUR ON THE HOUR so our whole family was up all night. This has never happened before. The alarm company said it must be something that TWC did, which is really the only logical conclusion. In spite of that, they don’t have anyone available today to fix this. REALLY??? They expect us to deal with no sleep until they can get here because of a problem they caused? I know I’m going to get a response saying how sorry they are, but those are empty, empty words. Please don’t even bother telling me how sorry you are if you can’t send someone over to fix this immediately. No one should have to put up with despicable service such as this. This debacle aside, I have had nothing but grief in dealing with this company from the very start. Some of the employees are very nice, but from what I have observed and experienced, the horrible company policies force the customers to get angry and sometimes even abusive (lack of sleep all night can do that to you), and as a result, many of the employees don’t even care anymore, because they are so used to constant complaints. I went to the Van Nuys office because I thought maybe if I explain this face to face to a supervisor, they would be able to resolve this immediately. I spoke with Diane (who refused to give me her last name — probably company policy) who said she understood, but all she could do was put in a request for an earlier time and see what happens. What happened? Absolutely nothing. «We can’t send someone over if we have no one available.» That was my answer. In a company as big as this with many outside contractors, that is extremely hard to believe, especially in a case where their negligence has caused us to be up all night and will continue to do so. The soonest time they could give me is a one-​hour window tomorrow when I am picking up my son from school and absolutely can’t be home and don’t have anyone else to pick him up. So now I’m supposed to be up all night for two nights in a row because TWC is unable to accommodate me.
PS — I already sent a private message to TWC on facebook which, predictably, was of no help whatsoever.

To be fair I must update my review here for the past year year and a half or cable has been working fairly well even though they over charge for my services you do get what you pay for cable is the most expensive way to enjoy all the goodies that television Internet have to offer and I have found it to be the least susceptible to interruption through weather dealing with Time Warner is a necessary evil in order to get the quality of cable service you probably can find cheaper service but the quality of that service won’t be as good the only thing I can say about Time Warner is that they are the best of the worst. and that’s not saying much but it is worth 3 stars

The WORST customer service I have ever experienced. I wish I could give zero stars. The rep was rude, condescending, and completely unprofessional. I am cancelling everything now. I would rather pay a little more money somewhere else, than give then 1 single penny.

I love Time Warner Service. The facility is very clean and has televisions all around for people to watch while waiting. Employees are friendly and helpful every single time. The only down side to coming here is the waiting time.

Really, you have to wait to drop off your equipment when you discontinue service and have called ahead. What a way to waste an hour of your day. NOT convenient for a working person. «The only real customer service is no customer service»

I guess I’ve only caught them on good days because i haven’t had to wait long and the place is clean. I’m a fan.

All right, storytime:
I moved to an area that was only serviced by TimeWarner. I was able to order service easily, and since I didn’t have a compatible modem, I had to go to the store to get one.
I came to pick up the modem on a Saturday, and the rest of the city seemed to be there too. We waited for about an hour, so it wasn’t the worst situation ever, but definitely ate into our time since we were only waiting around to pick something up. I think they had three people attending to customers, when they could have had 5 or 6.
Anyway, the modem was easy to set up and hook up, but never connected. I called TimeWarner and we did troubleshooting on the phone. Never worked. So they sent out a technician, had to be a weekend, since I work during the week. Guy came, checked everything out, said the wires had been cut in the building on accident. So that meant construction had to come and rewire, and then a technician could come back to set it up.
Sooo… we set up construction appointment for the next Saturday and the window was 10am to 12am, not 12pm, but till midnight that day. I hung around the house, kept my phone handy, even called in to check on the arrival, and the guys never showed. I called on Monday to find out what happened, maybe they came and rewired without telling me? The attendant didn’t know what happened, but was very friendly and said she’d get back to me quickly.
Tuesday she calls me back to say construction canceled the appointment — they didn’t even try to call me or enter the building. Don’t know why. At this point it’s about 3 weeks in and I still have no internet and I’m still paying for it… I am trying to get the appointments all sorted out because I work almost every day during the week. Construction took it upon themselves to cancel the appointment and I couldn’t reschedule. My boyfriend returned the modem for me the next morning, which was under the 30 day «trial period» cutoff. I never received a refund, even though I was never able to use their internet service. And whenever I call in to get my refund, they say it has been denied.
The company as a whole is awful. Every agent I’ve had to talk to has been tremendous and nice and helpful, but that is the only perk. I can’t say much for their internet speed, as I never had it. They definitely have ridiculous time windows; 10a-​12a, are you serious? They can schedule that window for me on a Saturday but not schedule anyone to come to my house after 8pm on a week day, since I work 9a-​8p? Nah.

The Bad, Ugly, and FUGLY (urban dictionary it if you don’t know)…
There are 8 available stations here, of which only 4 are open. I understand that sometimes it gets busy here… wait scratch that, I pay $ 160 a month for a BS bundled service (phone, TV, and Internet). I only use the Internet really… but holy shitsnacks! Why is there ALWAYS such a ridiculous line! This is preposterous! Why are there not more customer service associates available and working? This is non-​sense.
So, gonna have to cut my ties with you TWC… gotta cancel he services and give money to another company better at handling customers.
Why the 1 star, here goes… lack of associates working, poorly placed sign (letting customers know to grab a number), lack of seating (There’s more room for seats by the windows), the floors were pretty dirty (felt like I was at the DMV but shittier).
Overall, I despise this place more than the DMV. I can make an appointment for them and wait less than 15 mins. Here is a nightmare!

3^rd time here always quick.
Idk what other people complaining about.
Gustavo helped me this last time and he was quick and help me with all my questions

Came in for an equipment. The staff was very helpful. It was a bit busy but you can go watch TV while waiting. I waited for less than 45 mins. Beware of kids running around, which can be cute and annoying.

No idea why this place has such a low rating. After trying to troubleshoot the loss of Internet in my home this morning, the TWC help desk (which was also very helpful, btw) referred me to the «Time Warner Store» in Van Nuys, where I would need to exchange my cable modem. I accepted my fate with a sense of dread, envisioning endless lines and bitter staff.
Nothing could have been further from the truth. After arriving, I was called to the desk within 15 minutes, and given a new modem and accurate advice by my service rep. I left just … astounded. This is a cable company, after all. It appears TWC is raising the bar.

this is by far the worst internet service for all of the Northridge area and I have experienced ever – internet keeps dropping, techs came out. rebooted router, they replaced a cable on the outside power pole. had 5 techs out here. I know it’s not my devices as I work in IT. Packet losses are somewhere between the Point of Presence and the DNS server… But techs can’t seem to figure it out. I am tired of talking to Tier I techs in the Philippines. I will be short paying my bill for the next cycle or cancelling the service & switch to another provider. This has been going on since August when we moved here to LA from Chicago, IL

Came in, took a number, waited, was called, got my replacement box then left. I came in on a Saturday — of course it was going to be busy but all the counters but one had someone working. If you don’t wanna wait, just like any company, go there in a Wednesday morning or something. They weren’t rude or anything. The lady was actually quite pleasant.
It’s a cable company not a 5 star hotel. My standards for cable companies are based on cable companies.

I have Time Warner for seven months now. My Internet goes in and out all the time. I had offered to buy my own modem originally and they said no this one works better than anyone you can buy. I call and they say they fixed it but they don’t. Now they’re sending a guy to find and replace it. I’m stuck with them because my landlord does not permit any other service

Ok, so their one hour installation is a total scam. I had it set up today from 11 – 12. They called twice in the last 12 hours to confirm that we would be home, and that we had to pay them when they get here. I’m sitting at my counter, the phone (both cell and home) about 2 feet from me. When they don’t show by 12, I call TWC and they tell me that the technician was outside my house and had an automated call placed at 11:54 and no one was home. First of all, I live on a pretty quiet street and can see the street from where I’m sitting, and no one was out front. Second, if they really were at my house, why would they call to confirm the appointment (vs. just walking in?). And why confirm 6 minutes before the hour window was up. Oh, and of course, they need to reschedule for another day.
So here is what I think they do. Schedule, get behind, wait till the last minute and say you didn’t answer the phone, and then then cancel your appointment without any notice, verification, nothing. BTW, the sales guys seem to get though without any problem!
Wish there was something to do about these scammers.

I’m seeing so many negative reviews attached to this location and was honestly hesitant to go but I brought my iPad and went anyway, thinking I would have a 90 minute wait (especially at 10am on a Saturday).
When I arrived, there was ample parking. I walked into the lobby, was greeted by a nice young man who inquired what type of transaction I was there for, and then he instructed me to take a number. I got 41 and they were on 35. Not 12 minutes later I was called up, and greeted by a very positive sweet and funny TWC agent (Michelle) who assisted me in the exchange for my modem. She told me of ways I could increase services while also saving $$ and I do appreciate that.
Everyone involved made what I had feared would be a difficult transaction into a smooth one. So thank you!!! Kudos to the friendly staff at this location.

The lines were outrageously long. I left after waiting 90 minutes. If they had more competition, they would have better customer service. There just doesn’t seem to be any caring for the customer here. If this was another field, they’d be out of business. Monopolies work.

I wish I could give zero stars. This company is a joke. They’re beyond ridiculous. I switch my service and instead of them taking the equipment I had to take time out my day to sit for 2 hours to return a box that I was told to give to the tech. He told me he couldn’t take it and I immediately called and was told I had to take it in myself.
On another note, why pay $ 160 for the same channels repeated and net. I don’t get it. They don’t either because when questioned they didn’t have an answer. They are simply running a circus. If you can avoid them please do so. I know every company has their issues but this company has way more than most.

If you have other options in your area, go with them… I’ve tried Time Warner, AT&T and Verizon FiOS. FiOS is far and above the best, then AT&T which is mediocre, then Time Warner which is just a joke… Customer service wise Time Warner and AT&T both make my head spin… Verizon hasn’t given me much headache so far (but I’m sure they will eventually)
Anyway, think about it before signing a contract, check all your ISP options…

No extra stars just adding to a previous review.
After my last review, I’m assuming SOMEONE from TWC saw it and I got an email with a «your next ONdemand movie is on us!» well, thanks TWC except when I tried to order said movie from the ONdemand channel, I got an error message for a good 45 minutes and every time I’ve tried since saying that particular service isn’t available, try again later.
Also, I now work a full 40+ hour a week job again leaving me only about 2 – 4 hours to relax and watch TV or do Internet things, and weekends to Netflix binge/​Amazon/​Hulu/​whatever. I’ve lost count in the last two weeks alone, how many times my internet has just taken a dump, taken a good 10 – 20 minutes to turn back on and actually WORK, reboot whatever app I had (Netflix, Amazon, whatever) find what I was watching/​doing/​typing/​hell I’ve been in the middle of typing and sending important emails when the Internet has tanked, to find the email was never sent or was sent as incomplete.
All I can say is I’m canceling my service with TWC when I move in a week and will NEVER go with them again.