Time Warner Cable

Please read — it is long, but if you are thinking about TWC, trust me read this and use anyone else except TWC. If I had enough money, I would give you a $ 500 prepaid credit card to go somewhere else. Because I am not that rich, I decided to use the power of words.
The CPUC and Attorney General should at least audit TWC and perhaps fine TWC for their unfair business practices.
If you live in Los Angeles and either looking to establish new service or want to switch service providers, you have found the right review. (1) A pushy TWC salesperson came to my door and repeated to come by until I was slammed into cable, phone, and internet service. I was perfectly happy with Direct TV, but felt bad for TWC salesperson and I went for the bait. Huge mistake. (2) Salesperson promised a $ 300 Visa Card for switching service providers to offset my costs between billing cycles between the two providers. I took the bait. After not receiving it in the mail for a month, I find out that it needed to be done online within the first 20 days. Also, I was confused because it made it sound like I could not put in for the $ 300 until after the first bill. In any event, I was told that it was too late to get any money for missing the 20 day deadline. Not cool. (3) On multiple occasions there were service interruptions for days at a time. If this is routine maintenance, then the people of Los Angeles need to stand together and STAY AWAY FROM TWC. After missing channels that were blank screens and many times were channels blurred out, this is not routine maintenance and you should be audited by the California Public Utilities Commission for false statements or better yet a class action lawsuit. (4) I spent 5 days trying to contact customer service, I swear, through online chat (after nicely explaining the issue about lost channels, they foreign contractor would drop me off without saying goodbye, or fixing the issue, or sending a service tech. Moreover, I received a followup survey call at 9:02pm, which I believe is questionably legal, but also the survey would not allow me to give a score of 1 (bad score) even if it was clearly conveyed this was an option. Know I am starting to think this is at least an ethical problem and perhaps a violation of CPUC rules or the laws of California. I tried five days with calls and chats — no fix. There was a lot of pretending that somehow Rebooting the Set Top Box would fix the problem. They were wrong three times in a row. Total wasted time on my part over five days — 6 hours. I am serious. I am persistent. Still not fixed. (6) The reason they are getting business is because of the no contract, great idea. However, they are very aware through their own internal studies that customer rarely switch due to the hassle factor. The suck you in with the bait and then they screw you in unfair business practices month after month, because are you really going to switch back in the first 3 months.

Horrible company. I’m paying $ 185 a month for cable and Internet. I should be receiving champagne and massages monthly along with this crappy service.

I’ve been with the company for 4 years and they can’t give me a break in internet service. They keep raising the rates. They went from 29.99 to 59.99. Come on. when I called customer service they said there was nothing they could do. I guess loyalty doesn’t mean a thing because new customers get to pay 34.99 for the same internet that I’m getting.
Here’s the dialogue I had with the rep…
You: at 19:51:29
Why am I paying $ 59.99 a month now? Why does my internet keep going up and up each month?
I used to pay 29.99 and now I’m paying 59.99?
I see online that for the same internet I should be paying 34.99.
Elias: at 19:51:51
I understand your concern with the increase in bill.
I will be glad to look into your account and assist you with the information.
Allow me a minute while I retrieve your account.
I see that you are charged Extreme Internet as per retail rate as there are no promotions available.
The online rates are promotional rates for new connections.
Needless to say I will be cancelling my service first chance I get!

This review is NOT for brick&mortar office-it’s for overall tech service. Here’s an TWC update. Up at 3am this past Thurs, contacted TWC to report programming issue (missing CNN) STILL not resolved despite having a tech come out twice, multi attempts to reboot from the «hinterlands“Anyway, after 3 hours of interacting with tech via iPad… STILL no CNN programming despite it being in my package. Needless to say, I’ll be seeking a new cable provider for 2016. BTW, NO star (s) to be given to TWC.

Nothing to do with this location itself, but talk about getting RIPPED OFF. I have been a customer of Time Warners for over 5 years for only Internet & Home Phone. This year they jacked up my rate from about 60 a month to over 90 a month (at 60 it was already high). I had to drop my 100Meg internet for the slower one to save a whopping 10 bucks a month… I am so sick of this company, I wish they would just go out of business so someone else could offer me good internet at my house. Stuck, talk about a monopoly, I thought that kind of stuff was illegal. This company is terrible. They told me to cancel my service for 3 months and call back to resign up so I can get the 14.99 rates they advertise… Bologna, how about you stop and take care of existing customers, instead of hosing them and making them wish you would go out of business! I guess customer service is a thing of the past and now we just work with junk.

I concur with every bad thing said here. After 10 years of being a continuous customer I feel screwed over (once again). Prices go up service goes down. Look at all the one stars! You would be hard pressed to find a company rated so low. This whole industry is in for a big shake up.

One star that it, I have filed a complaint with the BBB, I hope they can help me, I called TWC because they had an ad to call for money saving ideas, well I called and they lowered my bill from 230.00 down to 145.00, same service different price, then they just shut off my cable later that day. When I called back they said, they would need to charge a restart fee and the price was even higher now. What idiots, ii wish the public would wake up and do something about this hostage holding company.

I’m not sure what everyone is saying here. I showed about 2 minutes before the door closed, there were about 10 people head of me (they have a number system) and 3 tellers in fantastic moods (especially for late in the day) ripping through everyone super quick. I maybe waited 15 minutes! They were incredibly helpful and kind. Parking is easy (van nuys is still LA!) I came in with an issue that 4 different time warner PHONE reps couldn’t fix, but the teller took care of it about 3 minutes. Highly recommend this place If you have to go of course!

I wish I could even eliminate that one star! The most horrible internet service provider I’ve ever had! Not only the internet speed sucks, but the bill they send to my house doesn’t match the service quality I receive. They increased my bill for 50%, I called and had to talk to 6 different people so that finally they agreed to lower it to the previous amount. I called 2 days later and confirmed my billing amount with their other Rep. Both Reps told me to ignore the initial bill and send the payment for the new lower amount. Well I did it! Next thing I get to know is that I receive my new bill with the same high amount plus the unpaid balance!!! I call them and ask for the reason, they give me a list of f**king fees! I ask for the supervisor cuz apparently the Rep knows nothing but repeating the same BS in different tones! parrots! Next thing he hangs up on me!
I’m still waiting for their call back, and for sure I’m going to cancel my service with them cuz I’m obviously paying for no service!

Run away as fast you can. Customer Service sucks.

I’m not wasting my time with a list of my complaints. There is nothing good about this abusive monopoly. I’ve had them on & off for many years and they just keep getting worse. I finally got so disgusted I eliminated my television service, saving me $ 90.00 a month and 1 year later I don’t miss it one bit!
I kept the internet service, which is a rip-​off… & now they are using overseas customer support people who are ignorant drones that are hard to understand.

Can I give zero stars??? I’m not sure I have ever dealt with a company more incapable of delivering the service they claim to provide. We have now had our setup through Time/​Warner for 1 week. We’ve had 4 different visits from technicians and probably around 15 phone calls with the company and still don’t have proper service. «Inept» would not even begin to describe what we are dealing with. It’s pretty impressive, in the worst possible way, when you’re able to make other cable providers look great.

I’ve never experienced an internet provider to have such horrible customer service! Ridiculous staff that only works according to their time. Overpriced compared to other cities nearby. Rude and unprofessional. Told me they’ll have my internet for my business set up within 2 weeks it has now been two months and still no internet. They keep extending it and now they’re saying passed New Years… Ridiculous! Unlike them, I’m trying to run a professional business and unfortunately this is the only internet provider in the city. Save your time & money!

Brutal. 1 person working behind the counter. Maybe 2 if you’re lucky. The lines get backed up because of always 1 idiot making a stupid/​strange request or question. Basically a tech newbie. The person behind the counter isn’t tech savvy either. Jesus man at least hire people that know about the products. I came to replace my old cable modem Arris Docsis 2.0. Well TWC rolled out their new 100mb+ turbo Internet free upgrade for customers who are already paying for turbo Internet. I had to come exchange my Docsis 2.0 to a 3.0 (which can handle the 100mb speed) BE CAREFUL. There are specific models that can only handle so much speed. You should be received a Docsis 3.0 modem that can give you 100mb/​s Download speed. Some Docsis 3.0 models can only handle up to 50mb/​s. These people will just hand you the newest modem and assume this is «the one.» GET ALL THE SPEED YOU CAN FOR YOUR BUCK. Don’t let them give you a modem that albeit does increase your speed but not to its potential. Look up on their website the cable modem models they carry and at what speed they can handle. Be sure to receive the best quality modem they can offer you. You’re better off printing out the list that way you know what you’re getting. Service was INCREDIBLY SLOW here. Typical. Just be on your A game and know the reason you’re coming here

I have a business account with Time Warner and every week either the internet is down or the phones don’t work, they are the only service provider in my area so am stuck with them but they suck!!!

Please, Commerce Avenue staff at TWC, convey this message for us:
The new guide is a list of on screen channel numbers and there is no information with it. No more visual guide as we cannot recall what is on each channel. What is up with this?
Also there are channels we pay for which are not available early in the morning. Really?

I’m writing to express my complete and utter dissatisfaction with my service call.
I picked up a digital conversation box about 2 ½ weeks ago. After activation, couple of signals sent from customer service, I was still unable to get my TV working. I asked to have a technician come out which was scheduled for yesterday, ⁹⁄₆ from 10 to 11. No one showed up or called.
I called customer service around 1130 they said the would reach out to the tech to confirm his arrival. I would receive a call In about 15 minutes. Nobody called back…
When I called customer service a second time, I hear on the recording that my appointment was moved to 3 to 4pm.
My family split that day, half went to a birthday party I stayed behind awaiting a technician… again no show…
I then receive a call from 818 979 4990, no to say we are on the way but to ask how my service call went. Baffled, I told them that nobody had come by, to which I was contested saying they had a completed job status with my signature. It was only after I had to them that this was utterly false, they put me on hold, then came back to confirm what I had said and apologize, promising a technician would show up by 7pm. This was utter dissatisfaction when my appointment was originally scheduled for 10 to 11.
Immediately after hanging up with 818 979 4990 (Irene I spoke to), I again got on the phone with customer service. They also had a job complete with myself again having no TV to watch.
The supervisor at customer service also confirmed they had a completed job only to again have me contest that. He put me on hold and reached out to they hub and was told that this was a mistake no job has been completed but they were unsure why it shows completed. Not only completed but in fact I had services added. Again NOBODY has shown up to my house. Supervisor promised they would have someone out by 7pm.
It is now Sunday ⁹⁄₇ football starts today… I have no TV or service appointment until 3 to 4 pm which based on past track record I’m worried nobody will show.
I spoke to a technician Moises this morning who was unable to move my appointment up from 3 to 4 pm
This is the second day I’m awaiting TWC to show up. 10am to 7pm is 9 hours. Today from 10 am to 3 pm (if they show) is 5 hours. That’s 14 hours of waiting around for TV service.
I have 2 kids and money is very carefully watched as we have a family to raise. The fact that I have spent so much time on this is unacceptable.
I demand to know how a technician can put that he has shown up and not only competed they job but added service. This to me is FRAUDULENT.
I also would like a response back as to how Time Warner plans to remedy this issues.

I write reviews for good and bad.
This company is HORRIBLE! It’s been bad from the start!
I joined the company because they said I had a free installation which is $ 50 bux. So what they did was they made up some other random $ 50 fee to charge me. Then my internet was SLOWER than the speed I had purchased…
Now they are mailing my bills every OTHER month but charging me a late fee for the month that I missed because they didn’t send me the bill. Plus when they do send me the bill, it gets here the day before I have to pay it.
They try to STEAL your money.

I know there are so many negative reviews — and it makes sense — most people only leave a review for complaints for businesses like this. So, I thought I would balance things out a bit — not out of any love for TWC, but because my experience is probably closer to the average. Even though their first installer was a jerk who wanted me to cut down a tree, their second technician was on time and did the job right. I was up and running in no time with no problems. I signed up for their 20mbs service and I almost always get even faster speeds in excess of 22mbs! Fantastic! Highly recommended.

Not only does your internet mysteriously disappears so does their technical support.
Did you know that when you call to cancel your account that your bill doesnt stop instantly? They actually keep charging you until they send someone out to disconnect you. IRONIC cuz the reason I canceled was because they took too long to send a technician.
Guess when I called to cancel? 2 weeks ago. Am I disconnected? Nope? Im getting charged an extra month basically.
How is this legal?

My cable internet connection fails frequently. The people who work there are nice, but it doesn’t mean they have a good product. Also, there is a monopoly in my area for cable internet. I don’t like that.

We live in Sunland and tried to get TWC internet set up at our place. All sorts of shenanigans took place, but long story short, after missing 2 days of work/kid’s events so we could be home to let the tech in we gave up. We were home all day for 2 full days because they kept missing appointments (7 missed appointments!). We took our business elsewhere.

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.

This was the biggest used car sales dealer ship I have come across.
The Sales person named Mark used every tactic that was below the belt to sign me up for a $ 68.89 /​mo TV+ INTERNET deal– that included a HD box, 120 channels+ 4MBPS download speed Road runner Internet connection
When the installation people came this was a different animal. It had a different bark.
Bait and switch. A Used car dealership tactic.
I spoke at great length with 4 people at Time Warner and they never gave me the deal agreed upon with Mr. Mark the salesman originally.
They were giving me a digital box not HD with 1 MBPS download not 4 MBPS speed light Interent for $ 72.00.
I refused and the installation was stopped, and the guy went home cursing Time Warner cause he was an outside contractor. He told me this happens to him all the time and more and more.
There were no savings for me to switch, they falsesly promised and than failed to deliver. No one at Time Warner had the gall to stick to their promises as made originally.
Would you go with a TV + Internet provider that plays used car sales tactics?
Would be under the thumb next 2 years with a shennigan laced sales company?
I would not and neither should you fall for this one.
One thing is certain they know what they are doing, and you are on the short end of the deal.