Time Warner Cable

Stay away from Time Warner if you can help it.
Being on a fixed income, I have recently downgraded my internet speed. Following this, my internet connection slowed down to a crawl, and then it was gone altogether. I called TWC and they immediately sold me a higher speed package that came with more $$, following this all my internet connection problems mysteriously vanished at least for the time being. I believe that TWC deliberately slowed down my internet in order to force me to subscribe to a faster speed. They know that do this because they can, and because it’s a monopoly.

I’ve been frustrated with Time Warner Cable internet for the last two years. The internet is awful, awful, awful. It’s unreliable and slow. If it’s working quickly, I know to enjoy it while it lasts because it won’t last long. The last straw was when it turned off this afternoon as I was trying to upload a school document, which created quite a hassle for me.
If you live in the city and have another option, don’t get TWC. And if you’re frustrated like me, don’t take it out on the customer service people – just leave a nasty Unilocal review instead.

Horrible customer service — i just called to cancel my appointment with a technician and told them I am going to research RCN and Optimum to ultimately cancel my time warner. What do they say? Ok your appt is cancelled. NOT we want to keep you as a customer, what can we do to help? Nope just ok.
1) my internet speed is crawling they did tests for 1 hour then made me a service appt to come to my home
2) they automated system started calling me relentlessly every hour the next day to confirm of which I did confirm
3) continued to call me to confirm??? The entire next day
4) I call back because my TV now was out after trouble shooting — they say they will call me back keep the TV off of which they don’t ever call back — but yet automated system keeps calling again to confirm my internet appt. that i already confirmed!
They have no idea how to treat customers!

At very least, their customer service is a train wreck. In flames.
For starters, I called yesterday to initiate service because the website wouldn’t accept my application. I chalked that up to a subpar website and moved on.
After 15 – 20 minutes of back and forth, I scheduled for an internet installation in just over two weeks. I provided our home number and requested appointment/​order-​related contact at that number. I provided back up numbers «just in case.»
Fast forward to the very next day and a service technician is calling my partner on his cell phone (one of those back up numbers) asking if he can come now. WTF? Are you kidding? Over two weeks early for a supposedly confirmed appointment?
After my partner passed the tech’s number on to me, I called the tech and stated that we already have an appointment in two weeks. He said Time Warner would have to call me to reschedule and asked if I’d like Time Warner to call me back on the number I just called him from (e.g. the home phone). I said yes.
A rep from Time Warner then called my partner on his cell phone (AGAIN) and rescheduled the appointment for a different time slot on the original date. WTF times two?
After he called me, I called Time Warner to reschedule for the original time slot on the requested date (given that we were given a confirmation number for the specific appointment I requested for my convenience). For the next 15 minutes I had a back and forth with the rep a) trying to understand why all of this confusion would happen, and b) to recapture my original appointment. The long and short of it is that the rep secured my original appointment slot, but generally talked in laborious, confusion-​inducing circles when addressing all of the mishaps (e.g. why the wrong time, date, phone number, the missing appointment, the seemingly worthless confirmation number, etc, etc).
BOTTOM LINE: I can’t yet rate the internet service (as I don’t have it yet), but Time Warner’s customer service has thus far been straight up garbage. Unfortunately, we have few options here (thanks monopolies!), or I’d have dropped Time Warner (after the above and before receiving service) like the hot potato it seemingly is. Updates to follow.

By far the worst company I’ve ever had to deal with. I don’t need to get into the details anyone who is a customer already has countless terrible experiences. If they weren’t a monopoly I’d be a very happy former Time Warner custoner.

Why does Time Warner customer service waste my time «apologizing for the inconvenience» and say, «thank you for choosing time warner» when it’s essentially a monopoly? I have NO other choice for
Internet access or cable. Verizon fios isn’t available.

I thank all that is holy that my new apartment offers RCN.
As soon as I saw an opportunity to escape TWC, I jumped. But escape did not come easy.
Had to make 3 calls to customer service and was re-​routed at least 10 times before I could officially request to cancel. When I did, THEY STILL CHARGED ME for the next billing cycle because I was a few days late in returning the MODEM. WTF. When I called to dispute the charge, the rep conveniently said they had no record of my original cancellation request.
After 30 mins, I «won» the battle and they issued me a refund in the form of a check. It will get to my new apartment in…4−6 weeks.
Terrific.
To be fair, I didn’t face many internet outages like some reviewers, and my speed was okay… when it actually worked.
There was a period of a few months where my internet worked only at a snail’s pace. Literally, it would take 1 minute to load Gmail.
I can’t count how many times I called to resolve the issue. After numerous modem restarts, checking wiring, and even switching up my router, TWC finally sends the most ineffective tech I’ve ever met. He was rude and said my apartment wiring was bad.
Frustrated, I used my phone 3G to browse the net (since I spent most of my time at work anyway) and left the issue unresolved. A month later, after my data plan rate skyrocketed, I sucked it up and requested another tech. This one casually informed me that the TWC-​PROVIDED MODEM HAD BURNT OUT AND WAS NOT TRANSMITTING PROPERLY. She replaced the modem and left. I was shocked. Wiring my ass! Even worse, TWC refused to refund me any of the months where internet was dead in the water.
So yeah, parting is such sweet fucking sorrow (not). Hope I never see you again.

Terrible service. Took 3 weeks to schedule an evening installation appointment. The guy shows up at 9pm, an hour after the 6 to 8 pm window I was offered. Left work early to get home for the installation then waited three hours with no internet.
10 days into the service, internet is sporadic at best. Have to reset modem and router daily.
They also charged me to «rent» their modem. However, I am using my own. So had to call and ask them to erase that from my bill as well as to schedule another appointment for the guy to come out and fix the internet that still isn’t working.
Can’t recommend them — then again Verizon was much more expensive.

I rarely complain publicly about a company on Facebook. However, today is different. Time Warner Cable (TWC) repeatedly contacted me to upgrade my modem and internet speed. I agreed and here’s what happened today:
2pm to 3pm: Scheduled Time
3:05: Technician (Carlos) shows up and replaces my modem (sounds good so far)
3:05 to 4:50pm: Technician attempted to ‘provision’ (i.e. set up) the new modem
4:50pm: Called Time Warner and spoke to Chris in customer service. He confirmed there is a back log of provisioning. I inquired as to why they scheduled so many modem upgrades in the same day. He rambled some excuses but basically it was poor project management on Time Warner’s part. I was told we were in the queue and would be upgraded in the order the provisioning was requested. What?! They scheduled this appointment and pushed me to upgrade.
7pm: Call Time Warner for update (they were supposed to have called with an update but I had to call them again) and spoke to Key. She said it will now be another 2 hours for a Supervisor (James) to finish provisioning our modem so we can have back our phone and internet service.
So we’re now at 4 hours and 20 minutes and counting (as of writing this review) with no internet and phone for a Time Warner modem upgrade. TWC wonders why they are losing market share and why people are ‘cutting the cable’ to use other services. Today was another reason why they are just not providing the necessary services to remain a viable entity. I recommend to all my friends to find alternatives for your cable, phone and internet needs.
Wish me luck getting back the services (phone and internet) that I had before the promised ‘upgrade’.
Update: My service was restored at 9pm that same day.
Also, to complete the story and to be fair, Time Warner came through in the end. I spoke with James (a supervisor in their Signature Home Services department) today and he credited my account a generous amount and spent an hour on the phone with me helping to further optimize the speed of my modem. We ran through repeated speed tests for all my laptops and cell phones. Remotely, he set up the best configuration to ensure high speed uploads and downloads for all my devices. He admitted they messed up on Tuesday, but today he did everything a company can do to make it right. FYI… they do monitor their social media accounts and he was aware of my post on Time Warner Cable’s company page. While we have all had our stories with TWC, they do seem to actually care and try to fix things when they don’t go as planned.
I changed my review from 1 star to 4 star due to their exemplary follow up.

The worst company I have ever dealt with. I have never posted anything on Unilocal,I am signing up because this is such a horrible company, I hope it discourages people from using them. If you live in Manhattan, they hold you hostage, you have no other choice. If cable or the internet go down, they «reboot» you’re box over a 5 day period before they will send a technician out. The time wasted dealing with this company is so frustrating. I officially have lost it, I am trying to cancel… the hold time on the phone, the hoops you must jump through… it is insane! Try canceling without you’re account number in front of you… they won’t do it. Try making a payment with out you’re account number in front of you, No problem!
TWC executives must read this stuff and laugh… How does the government take Microsoft to court for being a monopoly and not TWC?
I am switching to Direct TV. If it is a horrible company to deal with, I will be so happy, because I know know matter how bad it is, its better than TWC.

Only someone suffering from Stockholm Syndrome could give Time Warner Cable more than a single star.
Just when you get comfortable with the level of screwing you get from this company, they find some new way to hose you, whether it’s by reducing your service level or jacking up the price – or both! It’s kinda like this:
I wish I could quit you, Time Warner. But you’re the only game in town, dammit.

Time Warner Cable offers completely unreliable and often slow Internet service, along with HORRIBLE customer service. Time Warner Cable should be ashamed of themselves.
But they’re not. Why? Because Time Warner Cable is laughing all the way to the bank. They are holding New Yorkers hostage with their MONOPOLY.
It’s time for a change.

I’ve been a TWC customer off and on for about 15 years. Never has service been as horrible. I’ve tried to be loyal but I’m about days away from giving up and going ViOS. I spend more time rebooting machines (which takes an eternity), contacting customer service, and — probably even worse — missing recorded shows because the service and the DVR’s are simply garbage. I’m not being over dramatic — if half of my shows actually record without locking up in the middle or going scrambled in the middle then it is a good week.
I’ve been patient, I’ve been loyal, but it simply isn’t worth it anymore. When I have to go out to the internet half the time to find a show that TIME WARNER messed up, then why bother having them at all?

I moved to CNY several months ago and I was surprised at the bad service and high rates of Time Warner cable. I paid over $ 100 for cable and internet. I have to reboot that cable modem and my TV cable box on a weekly basis. Calling customer service does nothing. They just ask you to reboot which takes 20 – 30 minutes by then the program you are watching is over. Their equipment is old. Their monthly charges are ridiculous. $ 34.99 for internet + $ 5 to rent modem + $ 10 for wireless! What the hell is $ 10 for wireless after you have paid for the internet and modem? Are you running invisible cables from my modem to my computer/​TV. Such a scam
Everywhere else I lived, I had Comcast — excellent service. Never had to reboot my boxes. $ 60/​month for internet and cable. Being a cable customer for 20 years made it difficult to cut the cord. Well! I finally did it. Cut my cable bought a Roku for the price of one months cable bill and I could not be happier. No more monthly cable bills! Woohoo!. Have not paid for Netflix or premium. The free channels are more than I can handle. I watch shows at my convenience instead of cable programming. I can even watch free Indian movies and listen to Bollywood music
I just wanted to share my experience for anyone thinking of switching but nervous about technology.
The hardest part was canceling cable. I emailed and called TW several times. They transfer you from person to person and then leave you on hold for 45 minutes to discourage you from canceling. You have no choice but to take off from work, drive 15 miles, do it in person.

I am not a TWC customer by choice. There is no other option in my part of NYC. The internet service is terrible. They will never take responsibility for anything that goes wrong. Their technicians are clueless. Their phone service reps are irresponsible and borderline retarded, TWC, please understand that I do not say this to be mean. This review is a result of 2 years experience dealing with your company. I used opt online for several years before I moved into a neighborhood which was only serviced by you. Oh how I miss those days.
If you are curious about the types of issues I have experience:
1 — Internet resets every 30 minutes. This has been happening since I moved to this apartment — for 4 months straight with no resolution in site.
2 — At the start of my contract some silly goose decided to create 2 TWC for me. Took a week to resolve cause your phone reps are as bad as your service.
My next move will be based on ISP available in the neighborhood. Simply hearing the words TWC depresses me.
How do we get this fixed? This company is terrible. Literally ANY service is better then this!

Time Warner deserves NO STARS.
They’ve monopolized all of New York City so you don’t have any other options.
Customer service is not always shitty but I feel for the guys that have to pretend to support such a terrible company.
I found an old modem they didn’t even know they’d lost — and returned it. As a thanks for my kindness (without me, the modem would’ve been gone FOREVER), they sent some collections agency after me and tried to charge me for the whole thing.
Time Warner, don’t you get it? If you treat your customers like shit, you’re going to lose WAY MORE MONEY in the long run.

A couple of years ago, opposite Trader Joe’s on 14^th St there was a guy enrolling people to switch to Time Warner. I opted to sign up … cause RCN was JUST THE WORST!
They had to come and rewire my apt. The first time they did it was awful … running wires right across my floor! They had to be kidding! I called and made them come back and tack the wires around the baseboards of the walls. This delayed me getting service, but they gave me a credit for the time it took them to get this done.
Now that my 2 yrs are up they were going to raise my rates almost 50%!!
Why do they do that? People will just switch until the prices come down again.
I opted to live without cable and watch movies or watch stuff online. So far I haven’t missed TV … but it’s the summer and not much is on anyway. I also noticed my electric bill is $ 5 or more cheaper!
Jeeeeeeeeez I remember the days when TV was FREE!
Because I live on a low floor in a a highrise with other tall building around me, I was told there is no antenna that would give me decent reception. So until I can get a good TV & cable package … I am just getting internet from T/​W right now.

I forgot to mention how bad the wifi app is for the iPhone. It’s even worse that the connection at home. I used to have optimum
That was the best. You connect one and it worked. Time warner app you have to connect, connect, sign in sign in … And it never fucking works!

Time Warner Cable is a monopoly and it has the prices and customer service to match.
I fell asleep waiting two hours for an operator to cancel my my internet service. I lied that I was moving to China so I wouldn’t have to argue with the salespeople about why I should keep their service. The final insult everyone must endure is returning the modem to one of the customer torture centers where I waited an hour on a Friday morning just so I could hand them the box and get a receipt.
I quit because I wasn’t happy with paying $ 50 a month for unreliable internet. The problem may have been the third world wiring job TWC did at my building by dangling the wires from the roof into the windows (really worth the $ 100 installation fee). I spent hours on the phone with technical support on multiple occasions while my internet wasn’t working. They never offered a credit for the days I was without service and never figured out why my internet was unreliable.

Seriously sucks monkey balls!!!
The fact that you charge me surcharges for the most ridiculous things to make my basic cable/​modem bill skyrocket close to $ 200 a month is asinine! The fact that I allow my wallet to get raped in this fashion from this company is even more asinine!
I truly believe they make their customer service employees take a trick question test to make sure they will respond with the dumbest responses when troubleshooting an issue.