Time Warner Cable

I have to pay for the ‘best’ internet from time warner cable from my apartment complex. It rarely works. They have come over and ‘fixed’ it several times. The issue is it doesn’t work at night. I want them to come over at midnight and tell me its fixed. It’s not. I hate their stupid commercials about how they have such good customer service now. I don’t want to talk to someone on the phone, and I don’t care if the cable guy will come over tomorrow. I just want my internet to work. I pay 125 dollars for cable and internet, I want to be able to use it ANYTIME OF THE DAY!

The only reason that I use TWC is that it is the only viable broadband service in Chapel Hill. AT&T/U-Verse is unrelentingly terrible, particularly as regards the equipment that you are forced to use. With TWC, at least I can choose/​own my own modem, but I am still stuck with the garbage that is cable Internet service. I have had bad luck with using different modems. They are not open enough. It irritates me that I can’t see she same log and connection data that the techs seem always to be able to see.
This would not be a problem if my service stayed on all the time for anything more than a couple of days without involving me doing the dance of resetting the modem, unplugging the router, rebooting the router, plugging it into the modem, plugging the modem in, repeat, repeat. Cable Internet is terrible. TWC is the worst.
I have to say that the customer service and techs are pleasant and helpful, but the only way that I ever communicate with them is in public on Twitter. Whenever I’ve called, it takes forever, or I can’t even manage to get through the phone system labyrinth which seems to change every time I interact with it.
I can’t wait for Google Fiber.

i’ll start this off by saying I am new to NC, and previously used Comcast. I was told Time Warner was big in the area and that would be my best option.
So I went online and created a package and picked an installation date for Saturday. the Wednesday prior to my install date someone called me to offer me a better package, the ‘new comer package’. this would include everything that i needed in internet and cable, would include a home phone, and would be cheaper than the package i ordered online. I agreed that would be the package i would like. that same day i called to see if i could change my install date to sunday, but unfortunately they had no openings. so i told the operated i would keep my install date of saturday.
I took a half day from work on saturday and sat around for 2 hours waiting for a technician. i then called and was told that my install date was change to thursday, and not one person felt the need to call me and let me know. so thursday i took another half day and waited for a technician. the tech showed up and it was beyond obvious that this person was contracted out to install equipment. he was messy, left the garbage packaging all around my house. did not hook anything up conveniently or neatly. he then tried to program the remote and looked at me and said ‘sorry i cant do it, it wont work’. he then called to set up my personal router and modem with an operator. he had the call on speaker and i could hear the whole conversation. he made a mistake when telling the operator my modem number, and never bothered to fix it (even after the operator made him aware of the error). so he left my house knowing that my internet was set up incorrectly and i spent the next 45 minutes setting it up myself.
so for two weeks my service has been great, no issues with my internet (after i fixed it myself), and no issues with my cable. i received a bill in the mail yesterday for 325 dollars. extremely confused i went into the chapel hill location to get it cleared up. my first issue with this location, the employees were extremely unprofessional. timothy was who i worked directly with and he did an OKAY job of assisting me. the older woman next to him, who had no customer, could not be bothered with assisting me to clear up my issue. she then proceeded to use the company phone to talk to her friend about her bingo trip and what movie they should see this weekend, all while Timothy was waiting to ask her a question about my account.
long story short– when your company made an error with my install date, you also made an error and did not correctly sign me up for the ‘new comer package’. now i’m being told it’s too late to sign me up for that package and i have to pay for it seperately, and that is why my bill is over $ 300. i absolutely refuse to pay this much. i would like to be contacted to clear up my issue, and if i am not i will gladly pack up all of my equipment and return it to your location.

0 stars. Have fun with the $ 75 equipment fee when you can’t return your modem because there’s a constant line out the door and no dropoff box. Also, good luck paying your final bill because they bill you AFTER canceling your online account.

HORRIBLE SERVICE. DO NOT USE THEM. Our internet service went down. We called and they promised service within 2 hours. We called multiple times over the course of 10 hours and finally a supervisor told us that there we were not on a queue and it would be FOUR days before we would be repaired. This is unacceptable and I urge anyone to look for a DIFFERENT internet provider

This company still deserves 0 stars. I made an appointment to have my cable fixed tonight and they rescheduled my appointment without notifying me. So I was waiting around for a cable guy that was never coming. I called when he never showed up and they told me that they were not going to send anyone to fix my cable for another week. The lady on the phone wasnt the least bit helpful. Unacceptable. Luckily a friend was able to fix my cable. Thanks for nothing time warner cable.

Horrible company with disgruntled employees who are rude. No supervisor on site, and they cannot give out a number or email to reach a manager because «they are afraid of getting stalked.» They will instant message their supervisor on your behalf, but will not show you any of the response and provide no way to reach company management. Just google the corporate office of the president and call them to complain. You will then be reached out to by the regional executive team who will give you a heavy discount to make up for their being the worst company in the country.

Worst customer service I’ve ever experienced and sadly I think it’s by design to make it harder to cancel, that is if you’re lucky enough to have an alternative option.

Our local governmental authorities need to find a working solution to replace the monopolistic stranglehold that is Time Warner. Culture and its stepchild, the economy, now exist it seems only through electronic networks. That we allow our community to depend on such an undependable set of services is an error we must insist on being corrected. We need a fast and robust and affordable internet; Time Warner has been given permission to make sure we do not.

I know people have a love-​hate relationship with cable. I understand it’s difficult to get along without internet, but totally possible to get along without cable. Heck, you can get along without a television. And who needs a land line? Like your Game of Thrones? Read the books, they are much more gratifying. Have difficulty comprehending things you read? Listen to them on tape. Better yet, tell stories to your family and friends to pass the time! You don’t need TWC. You just think you do. And that is exactly what TWC wants you to think. They own us all!
That said, I used to get a cable subscription, but now just get an internet subscription. I’ve always paid my bills on time, the equipment has always worked for me, and I haven’t had to deal with too much TWC customer service.
Came here a few days ago to drop off the router. Waited in line behind a dude who still hadn’t paid off a previous cable bill but thought he could sign up for ANOTHER cable bill. That’s not happening. The customer service lady plays. No. Games. She cuts to the quick, speaks kind of harshly, but is businesslike. She brooks no foolery. She told that dude to pay off his bill and then he could get service.
The poor guy directly in front of me had problems with his routers. Or his modem. Whatever it was, he was clueless, and was left in the hands of the TWC red tape bureaucracy. As I waited, the line grew longer and longer.
Ugh, why do we put up with this stuff? My experience here was fine, since all I had to do was place a dusty piece of electronic equipment on a counter and snatch up a receipt I was given.

Terrible company. For years, Time Warner has price gouged it’s customers while providing inferior service.
We just made the switch to AT&T U-​Verse and it is infinitely better than TWC. U-​Verse is much cheaper than TWC and we actually get more service (DVR, HBO, wireless box). The picture quality is noticeable better as well. Our Internet service with TWC was supposed to be 30 mbps, but I don’t think it ever approached those speeds. It pretty much impossible to watch something on Netflix at night because the TWC Internet evidently couldn’t handle demand at peak times. Also, I’ve experience buffering problems numerous times when I ordered movies on demand with TWC. I have not experience any of those issues with U-​Verse.
I will say that the few times I had to deal with a TWC repair person they were extremely helpful and courteous. However, when I went to this TWC location in Chapel Hill the other week to cancel our service, one of the employees there was extremely unfriendly and treated her customers with not a whole lot of respect.

We look forward to the day that HBO is available without a cable subscription! BYE BYE TWC! What choice do we have in the meantime? Netflix Helps fill in while our cable is out or missing channels, which is quite frequently.
Yes, you heard correctly… missing channels! It’s hit or miss every day if we will have access to Abc or CBS and TWC tells us it’s our cable box. They say that because they only have idiots, albeit somewhat cordial idiots, reading from a script to tell you the issues with your box. If they can’t reset it and fix the problem that you have to schedule an appt between 8 – 12 pr 1 – 5.
We just moved from Florida where we had Comcast. Some may argue that all cable companies are the same BUT I would give Comcast 5 stars compared to TWC! Comcast has taken on a huge focus for improving customer service. People on the phones knew how to assist you and correct the issue and we never had to have a technician come out.
Let me also point out the fact that we can’t cancel our phone because it bundled with our cable and Internet. We were told it costs more to pay for the cable and Internet without the phone so we paying for a service we don’t even want.
It’s only a matter of time before TWC is no longer competitive against streaming channels and I cant wait to call and cancel our subscription!

The usual. Three channels were not coming in. Called, on hold for a half hour, rep reset the cable box (10 minutes), didn’t help. Then she told me the problem was widespread in my neighborhood and being addressed. I hung up, checked with neighbors, they had no problem. (REP HAD LIED.) Called back, on hold again, rep insisted on resetting cable box again (another 10 minutes), again didn’t help. She offered to schedule a service appointment 3 days later. That was impossible for me, so we scheduled it 4 days later, between 1:00 and 3:00. I was told to be at home for a set-​up phone call a half-​hour before the tech showed up, so I sat by the phone starting at noon.
Here’s where things got really annoying. Hadn’t had a call by 2:45, so I called TW. I was told the tech had called 15 minutes earlier, got no answer, and cancelled the appointment. EITHER HE LIED, TOO, OR HE CALLED THE WRONG NUMBER. Rep said she’d send the tech a message and he would call back, probably within an hour. When he didn’t, I called TW again and was told the rep I’d talked to earlier had done everything that could be done and I should hear from the tech soon. About 5:30 (nearly 3 hours after being told the tech would probably call within an hour) I called TW again, said I’d been waiting by the phone for five and a half hours and couldn’t wait any longer to go run some errands. The rep did apologize (everyone apologized — I don’t bear a grudge against any phone-​slave who doesn’t lie to me), and said the earliest service appointment she could schedule was two days later, with a service window of 12:00 to 4:00.
That appointment is tomorrow, and it looks quite possible that I’ll piss away another five hours. If the tech doesn’t call and says he has (again) I’m switching to AT&T — I don’t care what it costs.

According to this article, Time Warner has engaged in a practice of threatening to fraudulently report soldiers to credit card reporting agencies to extort cancellation payments from them.

Why is it so hard to get information as simple as the hours for this location? After several tries to call this specific location, I always got routed to some far away call center. They told me this location was open until 2pm Saturdays.
Raced over here at 1:30pm only to find the hours posted on the door state they close at 1pm Saturdays. I have equipment to return and I’m leaving town tomorrow! So frustrating.

What choices do we have when an area is completely monopolized by a company whose services are mediocre? None! Oh, wait… there’s AT&T – not! It appears that a new cable+internet+phone provider is making its mark in the Triangle Area – yes!
Uh…TWC, please stop inundating us with your $ 300 reward cards commercials! Yes, looks like you are desperate for customers – stop it! Anyway, your service dutifully deserves a single star-​rating. Would like to say more about you, but you’re not worth the time. Thanks for the horrible service!

Oh, where to begin? I suppose I should disclose I was once employed by Time Warner Cable, previous to that, I was a subscriber, and am now a subscriber. I’ve dealt with other service providers, I’ve dealt with TWC, and I can say with all honesty, they’re all the same. I’ve not yet encountered a service provider which cares one jot or tittle whether you stick with them or not.
That said, this location has been fairly solid on the occasions I’ve visited. Of course, I make sure to go at odd times to avoid lines, and keep my explanations and requests as sparse as possible, to avoid any miscommunication.
I don’t have any horror stories, nor do I have gleaming compliments. Considering the industry and the current competition (AT&T, Frontier, Dish, DirecTV, et al), it’s been the epitome of average, just like the all the other guys, in any other industry, they would all be knocked down to the 1 — 2 range in a heartbeat

Someone needs to serve justice to this epitome of inconsistency and sketchiness called TWC.
Our friend told us she was getting 12 megabytes per second (Mbps) for $ 30/​month with no installation fee from TWC.
Nice speed and decent price, we thought.
So my roommate and I went there this morning in hopes of getting the same deal.
Lady says, «I will need a copy of your lease.»
Five seconds later, «No wait, I can set it up for you right now.»
We ask her about the $ 30/​month deal.
Lady says, «We have $ 35/​month for 10 Mbps. For the $ 30/​month deal you only get 1.5 Mbps.»
1.5 Mbps?! We don’t want our webpage to take a day to load.
I had done some internet research the night before so I mention that I saw an online deal for $ 20/​month for 3 Mbps.
Because my college degree would cry of shame in the closet if I paid $ 10 more for service that was half the speed.
Lady thinks for a moment, then says something along the lines of, yes, there is one but only because it’s a special deal from what was originally $ 40/​month.
So 3 Mbps is originally $ 40/​month and 12 Mbps is $ 35/​month?!
Hmm.
That aside, «Is there an installation fee?» We ask.
«No, we can waive your installation fee,» the lady says, while in the next service window a poor Asian lady stammers that she heard that there was no installation fee while the lady in that window adamantly says, «NO, there IS an installation fee, ma’am.»
In my head I recall my friend’s story of calling up TWC and asking if he could get the installation fee waived because he could install the modem and router himself. He argued for 30 minutes. He still had to pay.
My roommate and I look at each other.
«I think we need to discuss this,» my roommate says as we walk out.
Needless to say, we soon drove off to find better service, more reliable rates, and higher speeds.

I thought I’d join the TWC pile-​on…
Two years ago, before I was blessed with U-​Verse, I was bound to my liege Time Warner Cable. I was in the unfortunate position of needing something from them — a second line run into the house.
So if you thought they were only good at screwing the customer over … You know that old parlor game about the cable guy who doesn’t show up all day yet you took a day off of work? SO they give you this window a mile wide, and give you the visit free if they’re not on time?
So the guy was not on time, and I’m like, score, I got this work for free.
Well it turns out, he’s an independant contractor — so if he’s not on time, he doesn’t get paid. And my man tells me, TWC over-​schedules him constantly.
So I call up and say — my guy was late, BUT I only want my money back so long as you’re paying him.
Anyway, someone called later that week, and assured me dude was getting paid, AND i got my credit (yes, I’m just taking them at their word).
–
Bottom line: if you think you’re getting screwed by TWC, look at your fine print, some other poor fool is probably also getting screwed.
Oh ALSO — have you been to a TWC «Drop Off Center»? It’s like a bail bonds office. I think I prefer the DMV.

Dear Time-​Warner,
Your monopoly over my internet/​tv allows you far too many indecent liberties. Your service is of wavering quality. Your customer service department (s) makes me question how there can be an unemployment rate above 1% in this country.
You get two stars, because every installation guy I’ve ever had here, has been fantastic.
Relevant to this location, the last time I returned (my defective) cable box, they turned off the other one (still hooked up in my house) and it took me 45 minutes on the phone with them turning on and off my box during my lunch break to get it to work again.
One day, one fine day, we’ll get some competition within the markets and maybe our consumerist voices can be heard. Until then, we remain slaves to the only media feed we have.