Time Warner Cable

I’ve been a customer of TWC since 2001. For the most part I have been happy with the service. Today my wife called to downgrade our service. All we need is TV and Phone, we wanted to drop Internet service completely, but keep TV and phone. I guess according to Floyd it can not be done. Every chance he got he kept asking what channels we watch, what do you use the internet for, etc. Non stop. We have the full package TV so we watch it all.
So after being on the phone with Floyd for 50 mins with multiple 5 min holds, she got fed up and asked for his supervisor. He asked us why and he stated he can’t transfer us to a supervisor without a reason. We don’t need a reason to ask for a supervisor. So we finally said, to complain about you Floyd. It was still 5 more minutes before he got us a supervisor.
So we unfortunately ended up canceling TWC completely because of Floyd and their inflexibly on their packages. They even had the gall to quote some sales pitch during this mess, «the more you buy the more you save.» or something like that. So sad because we did want to stay with TWC. Google fiber here we come.
Google Fiber was just a few clicks on the services you wanted, and done. No constant sale pitches

I would give no stars if possible. I call almost daily. I would like to just have internet service on a daily basis. Also I try to watch movies by streaming Netflix to TV thru GoogleChromecast. What a laugh! One tech told me its your router. Next one said modem. However, before i could subscribe to TWC I was told which equipment I was allowed to purchase according to their system. TWC sent repair person out. 1^st outside. Next time inside. Inside got internet working again but I can do that with the 8 step system you have to perform before being blessed with a tech. Now I notice they are advertising Business TWC. Hope they read Unilocal first before they sign their business up to this «service???». Oh yes, spent many night at PC with tech so I could get system to work so I could watch a movie. One night I got a good tech. He told me «I can get you service so you can watch movie. What’s your email address?» He was so pleasant. He said, «I will stay with you while you go down the stairs (I am a senior) with your iPad and stream to TV. Take your time I’ll wait.» UNBELIEVABLE this tech person was from Phillipines. He was so kind and patient BUT how come with my email address he was able to get me service when the others said, «it’s your modem, it’s your router?» Why isn’t the Government regulating this service like they do everything else? How come they are allowing the greed in these companies to sell more service to more people than they can take care of??? BTW Netflix is doing the same thing. Interesting to note; bet you could stream in afternoon or morning when many are at work and not trying to use this wonderful service you pay for each month.

I’m giving them two stars because I love spending time with the automated call system trying to find out why my service is not working. My kids also like making a puzzle with their crappy universal remotes they give you, who knew 6 remotes that all look the same could be that much fun! Oh don’t get me started on the billing, a fun surprise every month!

I have to qualify this – I’m giving Time Warner Cable’s Overland Park office four stars. Time Warner Cable… not so much. I hate calling the main number, because it’s just a constant battle of people trying to up-​sell you on services every time. Last year I tried to make a slight change to my service, and I had to make three calls, two of which lasted longer than an hour and one of which finally resulted in me yelling at the guy and threatening to drop my service completely if he even tried to sell me some other product. (I felt kind of bad, because I got very nasty, and I’m not that guy. But they pushed me to it…)
However, Time Warner’s OP office is great. I’ve called them several times, and they have always been helpful. Most recently, I called to transfer my service as my wife and I are moving to a new house. They assigned me a «moving concierge,» Mae, who is incredibly friendly and helpful. And she has not once tried to up-​sell me. In fact, she asked what kind of devices we use on our wifi and said that, yes, the data plan we have for our internet should be more than sufficient. If I could just deal with the OP office and never had to call the main office, I would be such a happy customer.

8÷28÷15 — Had an install for cable, internet and phone last Thursday. Still working out the problems on my own with a little help from technical person on the phone.
Problems I encountered from after the installer left (who said everything was ready to go and working fine):
1. Two cable boxes for basic cable had not been activated. I had to call and give them the numbers over the phone — twice. This takes 5 minutes just to get to an actual person through their automated phone. Very frustrating. I had to call twice in the same day because another TV had the same problem once I left that room thinking all my worries were over. Turns out that the 2^nd box was not eve on their records. How did that happen? Anyway, we got it working but the technician made me wait for long periods of time while she verified everything.
2. The installer did not leave me remote controls for either cable box. We had a conversation about my programmable RF remotes, and evidently he thought that I could just program them from the brand name and model. Turns out I did not have the current models in my remotes. So, I had to spend another session on their handy phone system and run to a store to get the remotes. It was about 10 miles away, and on Saturday.(We went to the Chiefs game which delayed all TV watching for Friday).
3. The TV with the HD box has a bad picture. Had to use the darned phone system again to get to a technician. After a long time on the phone again, resetting the cable box, etc. we determined the box must be bad. This was on Saturday night, just after the TWC office closed. So, I still have a fuzzy picture. I plan to get a remote tonight. But in the mean time…
4. We have a computer for the kids to do their homework on, and it was not connecting to the Wi-​Fi. Signal was good, but the computer could not find it, and we could not add the device. My wife and I both tried to figure it out. Finally, I scheduled an appt. for a technician to come out and get all things straightened out.
Last night my wife was able to figure out the problem on the computer and got the Wi-​Fi working, but I am going to try to replace the HD box myself and see if things magically get fixed on the TV. I hope to get it fixed just so I don’t have to miss another ½ day of work for all this crap.
I will keep you posted. BTW — the only reason I give them 2 starts is because the internet is fast and the Wi-​Fi works well. Phone support is just a pain in the rectum.
So, I will keep you informed after the TV is fixed.
9÷8÷15 — So I got all the bugs worked out, except I was unable to eliminate the extra channels from the menu, so I had thousands of channels listing that I could not watch, and I could not tell which ones I was actually receiving.
Had to call them again, and they were able to reset the DVR box to eliminate them Evidently I could not do from home (I was at work when I spoke to them). Didn’t realize it but I have the same issue on the HD box. So, here we go again.
I will say that the menu is more user friendly than Consolidate/​SureWest and picture is great. Internet works fine and since the 2^nd installer came out, the Wi-​Fi has not needed to be reset. So I think we are on the right track. Now if they would only come bury the fiber optic cable…
9÷9÷15 — And, Stephanie with TWC, I am not on facebook, so I cannot contact you using the link provided. Please send a link to a email address that does not require being a member if you want me to contact you directly.
Also, I want to add that as of last night the two boxes (DVR and HD) still do not allow me to choose only TV channels that I can receive. I need to fish through 1000 to find the 200 I can actually view. So, I will spend my entire lunch hour trying to get that straightened out once again and hopefully forever.
You should adapt a slogan like «we try harder» for customer service and then do it.

Canceling twc if I can get someone to answer the phone.
We subscribed to TWC about 6 mos ago and it’s been a deep fried hot mess. The installation was a complete botch job. The boxes were not set up right the splitter was wrong. The technician hung the cable from the pole to the house so low that I can’t get my umbrella to open on the deck.
I work full time and just don’t have the time to spend another zillion hours on hold waiting for «bob» from Pakistan to answer the phone.
Had a tech out last week and he fixed it and told us the contractor who set us up screwed up virtually every part of the install. He was really nice and got us working again. One week later we are out again.
Thank god I live in a fiberhood!

I currently am a customer with Time Warner Cable. If I had other cable options I would have left a long time ago.
The biggest con that I find with TWC is the service itself. The wireless constantly disconnects and the DVR box is very slow and glitchy.
The second con is the Customer Service. We have called TWC multiple times regarding the problems above. After many transfers and being on hold for extended periods of time, you already are irritated and you haven’t even talked to anybody yet. Once you do get somebody, they either don’t understand you or what you’re talking about. Their solution to everything is to send someone out to your place to «take a look» at things. But they aren’t in a hurry to help, you’ll have to wait at least 3 days before someone comes out. On top of all this, they don’t seem to document any conversation (although they say they do). You might as well be talking to a wall.
Now I’ll be nice and say that when you do get fed up and decide to cut off services, they sure like to suck up. I originally only had wireless internet but decided a few months ago to try cable. It was the most shady advertisement I had ever seen. I simply called back a day or two after I received the cable and told them I would no longer need it because it wasn’t what I wanted or expected. To keep me on, they loaded me up with the top speed internet (not that it matters, it still disconnects) and a free DVR recording system with over 200 channels. But hey it’s easy to give away free stuff when it doesn’t work.
Still, as soon as I have other cable options, I’ll be leaving for good.

The ONLY reason they get two stars instead of one is that they’re just a tiny itty bit better than Surewest/​Consolidated or whatever their current name is.
So let me outline the ways in which they suck:
Apparently, when they supposedly upgraded our speed (for an increased price) because it was SOOO slow when we first signed up, they increased our price in their system, but never actually updated the speed. Two months ago, they raised our price again, although the customer rep claimed that they hadn’t when I called. WTF? Are your systems so bad that you have no clue what you’re charging people or the speed they’re supposed to be getting? As the customer, I know what speed I’m getting because I do speed checks; I know what I’m supposed to be getting because I’m not an idiot; and I know what I’ve been paying. Why don’t they know this as well? Simply preposterous.
So our speed is bad. We’re paying $ 70/​month now for internet only and our speed runs 12 – 15 mbps on a good day. Apparently, we’re paying for 30 mbps, but due to their error for which they will not take responsibility nor return money for what we have overpaid, we’ve been set to get only 20 mbps (which isn’t really that fast at all). At least, that’s what I gleaned from a frustratingly circular, very long conversation with their customer service.
I am really sad that Google Fiber won’t be arriving in Overland Park for awhile. So in the meantime, we’re probably just going to have to switch providers again. Currently, ATT is advertising 45 mbps for $ 5 less per month than our current price, so rather than continuing to pay for horrendously slow and spotty internet, we will likely switch… again. Based on our experience, we would never recommend TWC, but if there were only a choice between them and Surewest/​Consolidated, I would choose TWC.

Simply returning equipment and the experience was great. A prompt greeting as I walk in and the first response person got me started asking what I needed help with. She helped prep me for the representative that would eventually take care of my equipment. Issues with service and billing? None here.

We have gone in to fix billing problems and turn in equipment. Every time the people are courteous and solve the problem quickly.

Run for the hills! Our billing is wrong every month. Calling their customer service department to get it fixed monthly is a part time job and extremely inconvenient. Our contract is up and we are turning in the boxes and migrating to DirecTV.
Incompetent customer service reps run rampant in this company. Getting someone from the US is the exception. You will find yourself hanging up on reps and calling back until you can get a representative who is from the US and speaks English articulately and as a primary language.
Beware of calling in and activating service under an advertised promotion. It’s all smoke and mirrors. The install was completely botched and after hours and hours on the phone with the customer service department we reluctantly agreed to a slightly higher price than what the promo department guaranteed us to get us to sign on for service. Eventually, the time commitment it takes to sort out the mess wears you down and you’ll agree to most anything to stop wasting time in your life babysitting your billing.
The left hand doesn’t know what the right hand is doing here. Save yourself a mountain of headaches and go with another provider. Time Waster Cable is a mess!

I got a call today from the supervisor at the branch who seemed to be quite professional, understanding and helpful. She said she fully understands the issue and will be back with me within a week. If she can get this fixed I will be quite pleased. Lets hope she can get it done!

If only the service and product was as great as the experience I had returning my equipment as I switched to another carrier. I might never have left.

Good service at this location; however, when one location has three customers within a five minute period wanting to return defective boxes, there might be something to worry about. This location was very good for answering questions and getting us on our way, but my review for Time Warner Cable, of late, is not nearly so positive. The phone service and home assistance crew are infuriatingly incompetent and very frustrating to work with. It is a shame that the people at these locations cannot be the ones who help when you call in, because clearly anyone who knows what he or she is doing is working behind the counter at locations such as this instead of assisting where they are needed most.