Time Warner

I called TWC to transfer my current internet service to a new apartment, as well as add a new cable TV service. The rep and I agreed to an installation date and time over the phone and I was assured that my service would be connected that day. The day came around and the technician did not show up within the agreed upon time frame. I called back and was advised that the rep had keyed in the wrong installation date into the system and I was actually scheduled for a week later. I asked if they could move that date up at all and I was told they had no availability prior to that date. So, regretfully, I scheduled them to come out on Sunday because I was scheduled to be out of town the Saturday they had me scheduled for.

I rushed home Sunday missing my last meeting of the day in order to meet the technician at my apartment. The technician (a third party contractor) was visibly confused and fumbled around my apartment for about an hour. After that hour had passed, he advised that he was not sure what the problem was, but that he could not figure out how to connect my service, and I would have to call and have them send out someone else. Are you kidding me? So I got back on the phone with TWC and the rep told me she is unable to do anything about it because the technician is a third party and must turn in the issue with his company. What the hell?

So, I went back in and told the technician and he fumbled around for another 20 minutes or so, packed up his stuff and told me that someone will call me and he left. So now, I still do not have service and I am not sure when this call will come in or who it will be from. I guess I am stuck. I would happily cancel my existing service with this awful company but unfortunately there is not another option in my area. As soon as my wife and I move to our house, we are switching to Dish Network. I will never be a Time Warner Cable customer again as soon as I have control over it. That is a promise.

I dropped my Turbo service and suddenly had huge gaps in my Roadrunner service. On a daily basis, like the old dial-up services, each time I want internet, I need to phone Time Warner. I phone them 5-10 times daily, and still, there's no connectivity. I'm sick of having to watch the lights on my modem and wait until I'm allowed service. My husband spends hours on the internet at night, but when I go on in the morning, it isn't working. I'm the one paying their bill, so at least I should get top-notch service. I'm told that the modem is going bad, but why do we have perfect service at night? This smells of malicious behavior on Time Warner's part to create a situation where we again add on Turbo and pay more than what is necessary.

I spoke to a certain Rick (before the end of April 2012). He told me that the promotions was over and by next month, I'll be paying $255/month. I said if that's the case, I'd rather cut my HBO and Showtime. I asked for any other promo. But he said he could give the same price for $212 for the next 2 months and to call them again after 2 months because they might have a new promo. I called TWC today, 5/16, and I spoke to Joseph. He said there was no notification that I spoke to a certain Rick. That's stupid that I don't have any record that I called them. My only regret was I forgot to get the ID number of this Rick.

I live in a country club area and bought this house 7 years ago. The cable box was hidden in the brush and when I accessed the cable, I had no idea that the box serviced 13 other houses. I intended to re-landscape the backyard with a 6-foot privacy fence all around. It then came to my attention that Time Warner had been applying additional lines to the portal in the backyard without my knowledge. Time Warner had been walking on my property 2-3 times per week without notifying me or requesting permission to access my backyard for the last seven years.

New Mexico has an agreement with Time Warner to access property in case of emergency but not for regular use, without notifying the owner. I confronted a man in my backyard stating he was from Time Warner but refused to show me identification. The man began to abuse me verbally and even went so far as to call the police. The police sided with me and sent the man off in a civil manner. From that day forward, Time Warner became increasingly more abusive to my personal property. Unsecured cables were thrown over my back rock wall unsecured and attached to the box leaving a dangerous situation for my family. Items were taken from the backyard and used to cover the cable pedestal without my permission.

The Supervisor of Construction was contacted and asked if the pedestal could be moved. He pretended to ask other residents and stated they declined. The supervisor also informed me that the pedestal did not "belong" to Time Warner and I had to move it at my own expense. When I did insist the cable box be moved to a curbside location where access would not involve jumping into my private backyard, I received a bill from a collection agency instituted by Time Warner for $422.50 for interruption of service from one of the houses because the box was on my property.

Time Warner refused to move the cable box but was going to charge me for any outages incurred by other households. Time Warner has bullied my family, invaded my privacy and threatened my home. The lies and deception this company uses indicate the total disrespect for their customers. I have since left Time Warner and strongly suggest other options to cable hook up be explored. Anything but Time Warner! Horrible customer service.

On May 4, I called Time Warner Cable to change my service address from ** to **. I asked for my Internet service to be interrupted on Saturday, May 12, at my Reseda address and for a technician to install my new service between 10am-12noon on Sunday, May 13.

On Tuesday, May 8, my Internet service was interrupted at my Reseda address. After spending two hours on the phone asking them why the issue happened, they concluded that their customer service agent messed up the order. I was told by their supervisor, Jesus (operator ID# **) that I would get a $20 bill credit on June's bill. My service was restored the following day.

On Sunday, May 13, my technician never arrived. When I called, I was told that my service appointment was cancelled. When I asked why, I never got an answer. The customer service agent, Lorena (operator ID# **) told me that I had to wait until Monday, May 14 to have a technician come out. When I informed her that I'm at work on day and I can't be home, she didn't offer any solutions. She told me I had to be "flexible" with my time in order to have a technician come out and service me. She also went as far as to tell me that I needed to go to a hardware store and buy cable wire and install it myself if I wanted service that day.

After an hour on the phone with her, I asked for a supervisor. She told me he (never gave me "his" name) was "at lunch" and that he would call me "within the hour." An hour and a half went by, and I called them again. I got another agent, Delonte and he was able to offer me a billing credit of $34.95, but I had to wait until Monday. He told me to call dispatch at 8am on May 14 to get someone out to my place by 10am. When I did that, I was told by another agent that all of the service appointments were filled for the day and that I would have to wait until 10am-12noon on May 15 for a service appointment. I am extremely dissatisfied with my provider and I can't have any other cable internet provider because my area is only zoned for Time Warner Cable.

TWC has destroyed my business and doesn't give a damn: I first complained five weeks ago about outages and miserable upload speeds. I need to send large files to clients. I've had two technicians visit, who both found it was in the neighborhood. I was bumped up to a Level 3 supervisor, who recorded the problem and sent out another technician, whose job was to call something called plant, the next level up at TWC. "Plant" sent a technician to the building where I live six days ago to check things. Today, I found the situation has not changed and am told there's no further work order. Can you believe that? Holy **! I need two cans and a string. These ** don't give a **. Sorry for venting, but I can't work and it's killing me.

Since the beginning of the year, we have constant and regular power outages in our area on Upper West Side of Manhattan. They go on sometimes for 24 hours, always at least 6-8 hours (a whole day) and once for 48 hours. Since we are triple play customers, that means no phone, no internet, and sometimes no television, though TV seems not to be affected as much. I am self-employed and do business at home, so this unreliability and unpredictable lack of service frequently happens when I am trying to send out a file to a client or meet a deadline. Also, when the landline is down, I am forced to use my cell phone. I call the EU quite a bit, so this is expensive on a cell. And in reverse, I have calls coming in from the EU, but only on my landline number, so they are unable to get through.

To make matters worse, the TW monthly charge keeps going up. I have to go to Whole Foods to use wireless internet where there are screaming babies, banging chairs and general hub-bub, which is not really conducive to clear thinking and concentration. I had an important file/email to send out in April, and probably because so many other neighbors were in Whole Foods trying to send out stuff, I couldn't send it forever and it took over an hour.

This was very stressful and frustrating, as someone was waiting for it and I couldn't call from Whole Foods because it was too noisy. Besides, it doesn't make a good impression to call in business and yell over the phone that your internet service is down and you are in Whole Foods doing business. I wouldn't do business with someone like that. It gives the impression that you are cheap, have a cheap service, and that your business is in chaos. My business if fine, but its TW that is in chaos, making it look as if I am cheap while they rip me off every month. There was a 48-hour outage the end of January, then another one in February. In March, there were several and in April, there were at least 7. Here it is May 2nd and we have had another outage today: from about 9 am to 4 pm. I would like to change service, but we changed from Verizon telephone and internet to TW triple play because it's cheaper than combing two service companies.

In order to get Verizon triple play, you have to get a disc on the roof and that requires landlord clearance, etc. I don't know what we are going to do. I guess go back to a combination of Verizon and TW television only. They have customers over a barrel. I make sure now that I speak to a customer service rep every time there is an outage, rather than rely on the automated voice that says, "I can see there is a power outage in your area. Would you like us to call you when the service is back on?" In January and February, I relied on this alone and gave my cellphone for them to call me when service was back on. And I have a record of those calls on my cell. But when I went to the Time Warner local office to complain, a rep said she couldn't see that there was even an outage at all in February. So now, I speak to an actual person and register my complaint and tell them to make a record that I have called yet again from my cell and that I am without service. I am planning to present my expenses to TW, but that takes time to figure it all out and do paperwork, etc. This complaint is taking time away from what I need to be focusing on, but that is how angry I am. It's not right.

I am disabled and live on a fixed income. When I called and inquired about your service, I stated so and requested the cheapest deal on internet service and basic cable TV, no added extras, no phone, no DVR, no box, just basic TV. Somehow, I ended up with a full package and had to call back to clarify that I only wanted the basic TV. Now, I recognize the "slamming" of the products or services that I stated over and over that I did not want should have been resolved right here, but no, it persisted, insisting I wanted something that I clearly stated I didn't.

My first bill totaled to a whopping $170 for what was supposed to be basic cable and internet. Now, I may be slow, but the offer that I agreed on was $19.99 for the internet and the basic cable was under $14 a month. So, that is approximately $25 plus modem, $2.50, one time connection fee, $34.99, Cod service fee of $9.95. Now that is about what I had expected or could understand. But first of all, I got no discount on the internet, so it was billed $29.99, slam #1. RRB Turbo at $5.00 promo was slam #2, prorated charges (still unexplained) at $ 80.00, slam #3, Double Play Cable+ Data one time charge at $34.99, but accepted and Cod service fee $9.95, which was slam #4. The taxes and fees of $9.07 was understood and accepted, totaling $169.08. Now, that is how much it takes to get the cheapest package for basic TV and internet.

Thinking that perhaps a mistake of some sort had been made, I anticipated the first follow up bill for the new month. Hoping that any mistakes would be worked through with the new bill, yet to my amazement, my first regular bill totaled $114.99 + taxes. So, I looked at the itemized billing and to my surprise, I still not did not receive the $19.99 for the internet. I still had the turbo, but a new charge also appeared, Standard Service Fee for $64.25. Now, after hours of arguing and trying to get the service I want, can anyone explain to me why that is so hard and why I have to feel like I am being robbed?

I have been a Time Warner customer for over 12 years. Although I have been a loyal customer, my bundle service has been cut off more times than I can count for the past 6 months. We were behind in our bills a few times. My husband lost his job, I went out on medical leave, our son had major surgery and my brother was murdered all within one year! Whenever I have tried to get help with extensions, I am treated so disrespectfully that I want to just give up!

Today, while trying to make an arrangement, the customer service agent (Jackie in the collection department) thought she has already transferred me to another department and I heard her call me the "B" word before she hung up! I was so upset that I explained what happened to the next customer service agent that assisted me. He promised me he'd report it to his supervisor. He also told me that he was so sorry and that no extension could be made even with his supervisor's approval. I waited to inform him about the name calling until after we discussed my account and if arrangements could be made. Several hours later, I was contacted by another supervisor and offered to pay a different amount than what they were asking for. I told her I would need a little time to check my accounts. She promised to contact me in one hour.

The phone call never came. I waited for over an hour to go pick up vital life-saving medications to speak with her. All she did was waste my time. Whenever I call them, I always get different amounts that I owe, even if it's within the same day. On 04/20/2012, I made a payment and was given a seven-day extension. I woke up on Saturday the 21st and I had no phone, no TV and no internet! I spent over 1 hour on the phone with them that day trying to get my service on. I was transferred all over the place. When I spoke to the last agent (Dana), she was so nice that I even left a message on her supervisor's voice mail to compliment her.

Regarding the privacy issue. Today, I phoned my best friend and she told me all of a sudden my name and number showed up on her television screen! She had no idea why and what was happening. When I spoke to Adolpho in CS at TWC today, he said it's a new feature and it's free. I asked him what the purpose was and he told me if the customers are watching something, they can see who's calling and choose if they want to pick up the phone or not. I thought that is what caller ID is for. I asked him what if there are others in her home when I call and I don't want them to know or see that I am calling. I may not know that the people I call have that feature and I don't know how to private my number. If I private my number, she may not answer anyway! It's a privacy issue.

Now, regarding the 911 access issue. Every time I have my service interrupted, my phone is totally dead and I have no access to 911! I explained this to 6 different people and no one could ever give me an answer about it. I was transferred to a "Roberto" and he was supposed to fix it. All he did was reset my service and the next day, I was disconnected as I stated above! I spoke to one customer service rep named Amos and I explained that I had no way of reaching 911 emergency services when they cut my phone off. He said, "Gee, that's dangerous." I said, "Yes, it is and it's against the law." I was told today by the same rep that called me a nasty name that they don't have to go by the same laws as other phone companies do. Even cell phone servers have to give you 911 accesses for so many days before they shut off service completely.

I am a victim like most of you who are writing complaints regarding TWC. I have to cancel my service because they didn't want to continue my service package with two years contract even at my request. Plus, my area was only serviced by TWC which I think is ridiculous because they are the only service. Nowadays, internet is the primary key of contact, so TWC took advantage of what to charge the consumer. And they trained their customer service employee to treat customer like a child, and laugh at your comments (or better say at your face when you request for courtesy waiving installation fee). TWC doesn't really care about the customer because they know what the consumer needs like TV and internet. I know this comment is not going nowhere and no one cares how I feel or everyone who are writing comments here. But TWC needs to be stopped with these ridiculous charges and bad customer service. Instead of regulating banks, the government should start to regulate TWC to reduce charges and other things that can be monopolized in the future.

My e-mail has been suspended again and TW hangs up when you try to get them to fix it. Also, I have asked that the box in the bedroom be changed out and they still have not fixed that. I cannot get the center channels in the bedroom even though I pay for them. Also, I pay for e-mail and cannot get in it. I was on the phone for four hours Saturday and on Sunday and they hung up three times. You can not get a supervisor and all TWC wants is the money. I have tried all day today to get a technician out here to fix the email and some girl named Terry said they would not send a technician out here. You can not get hold of the TWC office or boss.

All they want is the money, but they do not give you the service you pay for. Please get TWC out of NC and help the people who have to pay an arm and leg for service they do not get. This time I do not want it closed until something is done about TWC. I keep getting different people who tell me that they will not come out and fix it. Also, Sheila is trying to tell me now that they will not come out and fix what they screw up. I want a big shot boss to call me and do something about the people they have working for them. And I want them to stop taking advantage of NC taxpayers. Sheila continues to say they will not send anyone out to fix the problem. If you need to contact me, call me at ** or **. Sheila proceeds to say a supervisor without a name said I would have to pay for someone to come out. This is the kind of service TWC gives.

I filed a complaint about two weeks ago and Time Warner has not responded. But they sent me a bill for services not rendered. I called and I keep getting outsourced to reps who hardly can speak the language, let alone understand the problem. I am not paying the bill because they have poor customer relations and all they want is money. All their equipment is inferior in quality and one customer turns in one bad piece of equipment. They just turn around and give it to someone else. I would like to know at this point what I can do to hold them accountable for providing poor service to their customers and give them a poor recommendation and bad rating. Please help me expose this company for the rip offs that they are.

Once again, Time Warner has raised fees. My bill goes up $30 a month, and the only thing they can say if you call them is that "Discounts you have received in the past have expired." If I go online as a new customer, my bill would be $55 less than the current higher bill. So they punish the loyal customers while rewarding the new customers, who may cancel service after their initial "discount" runs out.

At the same time that AT&T is coming door to door to get new subscribers, Time Warner is raising fees, and lowering service. As I write this complaint, my DVR box just rebooted itself, once again, losing the show I was watching and had paused while I wrote these comments. I guess it is time to try a new service company.

Eight to nine months ago, I got service from Time Warner for cable and internet service. I signed up for the service online because there was a promotion going on. The promotion was switch to Time Warner from another company and you will get a gift card for the amount of $100 from visa with internet and cable service. I waited for four months and I called Time Warner. I spoke to at least 10 representative. They told me it would be on the way. One month, two months, three months, four months passed, but no gift card yet. I think those people who work at Time Warner are really lying. I kept calling every month, but nothing yet. They are really wasting my time. Can anyone help me please?

I terminated the Time Warner service because I was moving. After the tech picked up the equipment, I received a bill for $700 for equipment that they said was not returned. After much frustration and calls, they told me the equipment bill was cancelled. I had a balance due, and gave my new address to send the bill. This was March. In April, I received a collection agency bill urgently demanding I pay a $121 balance to avoid a bad credit charge. I never received a bill telling me my balance owed. I only received the collection agency bill one month after I terminated my account. There was no satisfaction when I called the company. Time Warner is a company that appears to care less about people and their needs; rather, they care only about getting as much money as they can. I am truly disgusted and was insulted when I received the one and only collection agency bill in my life.

I called five reps there, and they have failed to appropriately charge me for internet service. I want to cancel my service, but I cannot because they will not charge me the correct charge. They are overcharging me for service at $39.99, and the service should be $19.99 a month.

My husband and I moved into a new house on March 3, and we're having a fourth cable box swapped out this afternoon. When I called Time Warner this morning to report a continued "No Signal" problem with the third box that was delivered on April 17, 2012, I made it clear with the representative that should this fourth box have the same "No Signal" issue, Time Warner will be picking up their cable box and we'll be cancelling our service. When people take their car in for service, they expect their car to work, right? Why should it be any different with cable companies like Time Warner?

Poor service and billing issues - In November 2011, I had Time Warner install the Triple Play package (phone, internet and cable) for the amount of $89.99 a month, including an installation fee. During my six weeks of service, the first week I had to call because the cable went out for three days. The second week, the same thing happened. The third week, the technicians had to come and change the system. I then called to find out if I was going to be credited for the poor service, in which they said I would be. However, I never received the bill. The sixth week, they then turned off my service without any notice being sent.

The system in short does not work well at all. Time Warner knows it, they have too. Channels and services request, hit the remote and wait. Single is on and off - sometimes good, sometimes not. Recording on DVR sometimes works, sometimes not. On-Demand, sometimes work, sometimes not. Slow. The system is so slow it takes forever to request something and it works. Sometimes, after you push the proper remote button, it can take a couple of minutes before it responds.

I have an ongoing problem with the signal coming into my house for about 2 years now. They can't seem to resolve the problem, but they want me to pay for a service which they can't seem to deliver on. I think I deserve at least a break on my bill until they resolve the problem. I don't mind paying for a service as long as I get what I am paying for. They have been out to my house several times and replaced everything from wiring to equipment and the problem still exists and getting worse. I am at wit's end and I have no idea on what to do next.

I got to transfer my service in San Diego from one place to another. But when I asked for the transferring service, they said there will be no fees for transferring service. And they sent me a bill for $39.02 for service transfer. They are charging without intimating that there will be a charge for service transfer. I called the customer service and they said we can't waive the transfer fee.

I just got off the phone with this joke of a company. All I want is a static IP address. Most companies make you pay an extra 4 or 5 dollars a mo. to get a static IP. They want you to get a business acct. and there are no exceptions. This is not right for someone who pays for this service and willing to pay more to get what I want but they will not offer it to me. Well, they are going to lose my business because they are not willing to do something as simple as this. As I see from everyone's complaints, I'm not alone in saying this company needs to work on satisfying their customers.

It has been over three weeks and my cable has yet to be installed and no one seems to know why. I have also paid in advance for the entire month of April. They missed two scheduled appointments without calling and I had to take a valuable day off of work. One department doesn't seem to know what the other is doing and your customer service reps seems more interested in getting you off the phone to someone else that can't help you than actually trying to help. What a poorly run, pitiful organization. A supervisor named Tanya ** was extremely condescending and flat out lied to me several times. She is a very poor representative for your company. I have written my Congressman to see if they can do anything to help me since your company is not willing, despite having taken my money.

For about a week now, my Cable has been freezing during live TV, DVR, and if you pause a show. And, there have been a few times a week something that it was set to record but wouldn't record or it would record half of it. I pay $120 a month for cable that I am not even able to watch without missing half of my show or not getting to watch it at all because it keeps freezing! But yet I have to wait 5 more days for an appointment for someone to come look at it! If it isn't fixed when they come to look at it, I am changing cable companies!

My ex-husband left a previous cable bill for my address. I called to HV Internet service only but TWC called me and insisted I bundle their services, so I did. The services were canceled by TWC stating his bill must be paid before I could get services. They should have determined that before the install. I had canceled my previous services to be a TWC customer. I refuse to pay his bill making it easier for him to get services again at his new residence!

I called Time Warner and asked if I could add the San Diego Padre games to my service which I have paid for during the last 4 years. I currently have the highest priced package available and was told that TW had not renewed their contract with Fox Sports Network, so I will not receive Padre game coverage. Cox and other cable providers in San Diego carry Padre games, so anyone with TW is out of luck. My contract with TW expires in May of 2012, so it's adios TW. Hasta la vista, baby!

Stop charging customers $89.00 for disconnecting their service. I was laid off from my job and needed to cut back on expenses. Time Warner was charging me $151 a month for their service. I asked them if I could get a lower rate but they said, "Our lower rates are only for new customers." I told them I was laid off and could no longer afford their service. They said, "Well then you should disconnect our service." I returned all of their equipment and was told there is a charge for disconnecting of $50 and a second charge to make sure I didn't use their service, they had to send someone to my home to install a filter to prevent me from stealing their service, and that costs $39.00 for a total of $89. Tell Time Warner it's not right to charge people $89 for stopping their service.

I don't even get the speed I pay for. I constantly have to call Time Warner and remind them I'm paying for 12-15mbps connection, because I'll be sitting below 2mbps for a week, and then magically I'll jump up to 5mbps as soon as I hang up the phone. This company's a huge scam; too bad it's my only option.

I have had 5 service calls. All have told me "my house has to be re-wired!" That was in January! It's now April 14, 2012! They also told me it was free of charge. I have no internet and no VCR, because 5 technicians have told me the signal is too weak do to the "shabby wiring job" in my home! I'm totally frustrated!

I am not happy that Time Warner has not agreed a deal with Roku to carry HBO Go! We just cancelled HBO with you and will look into changing our cable supplier unless this gets fixed soon.