Time Warner Cable

The service at the local TWC store well exceeded my expectations based on the reviews here. I came to the store at around 4:30 PM on a Tuesday for an (admittedly simple) modem swap, and there was no line.
The person who handled my exchange was very friendly, and the swap was done in a matter of minutes without any complications. I would definitely go back here in a heartbeat for service-​related issues in the future.

Went into the office on State street in Ithaca to try and find a less expensive internet plan. The man that spoke with us was rude and unprofessional. Not helpful at all. They also call your phone at least once a month to try to get you to take a survey.

I just received my bill for this month and for no apparent reason and with no warning there is a $ 40 increase. I will contact them, but if this is the case they have lost a customer. I will discontinue my tv cable and phone and only go with Internet access. I will stream TV and use my cell phone. They’ve priced themselves out of my house!

tWC’s internet service is inconsistent in speed and connection. Their customer service reps aren’t particularly helpful unless the customer isn’t sophisticated enough to attempt a reboot when the internet goes down. All due respect to the reviewers who recommend avoiding this provider, but is there an alternative other than Verizon? If there was another cable provider I would try them. It has been surprising that in a university community like Ithaca, there are such poor resources for connection to the Internet.

Time Warner Cable in Ithaca doesn’t even deserve one star!!! They have the WORST customer service in the world. The internet service is absolutely horrendous, if you have another option for internet go with something else!!! Do not waste your time or money with Time Warner Cable. They are horrible!!!

I didn’t enjoy having TWC at all. Their service went down too often, and I felt like I was always calling them. This was nothing compared to my move out though. My mother and I had called TWC to ensure that we had the proper drop-​off policy. They said we could either drop it off during business hours or we could return it downstate (my hometown). We couldn’t unscrew one of the screws holding the cable box to the TV, so we let the movers do it on a holiday, so we had to bring the cable box downstate, as they were closed.
No one ever notified us about a time limit for returning the box. My mom had a busy week at work in Manhattan and held onto it for 3 weeks. Then, I get a letter in the mail stating that a collections agency has been put in charge of collecting this debt. I had never been told of any deadline or even notified that they needed it back right away. I couldn’t believe that I was being sent to a collections agency. Upon receiving this, my mother returned the box right away and got a receipt. When I called, this receipt wasn’t enough. They couldn’t «track» the box, and this process could take 7 business days. The reality is that I returned it, and I didn’t care where that box was. My responsibility stopped at returning it, which I had a receipt to prove that transaction occurred. After 2 weeks, they found the box and called off the collection agency. What a horrendous practice of putting people’s credit in danger without ever notifying them of a time limit or outstanding charge. Never again TWC.

Lousy internet, always call with «deals» I don’t want, I set up an appointment and then they called and said that appointment time didn’t actually exist and now I have to wait an additional 4 days to get my internet service back.
I do not know why no other service providers have not entered this market. Poor quality product, horrible customer service, avoid at all costs.

Scheduled for 4−5pm but the staff called and tried to come early. I said it’d have to be 4−5pm and he called again to reschedule to another day 8am because he already left work. … Speechless. Then the next day he did not show up and I had to call to schedule another appointment.
Not impressed with the service so far.

Had to call multiple times to disconnect service (the phone rep is either playing dumb or really dumb), and I probably waited on hold for close to an hour in total over three phone calls. Terrible customer service, terrible prices.

It sort of kills me to give a good review to TWC because historically they have been my least favorite company to deal with. However, the State St office has really made a huge turnaround in customer service. I had changed some service at my house and was having some trouble with my bill and some issues with what I had v. what I wanted. I walked in, no line, spoke with a great guy (so sad I can’t remember his name) and he made all my troubles go away in less than 5 minutes. Best experience ever and my advice is if you need to change something consider going in to talk to a live human face to face. I was getting nowhere with the central phone support staff.

I have been on the phone with TWC for an hour and half. When I said that I wanted to downgrade by cable, I was put on hold 3 times for over 30 minutes. The call was hung up twice and still have not been able to downgrade. This is absolutely the worst cable company I have dealt with. When it was time to set up my services my call was received within 5 minutes. I give then zero stars.

Customer Service: I would give this 4 stars. Staff is friendly and helpful and calm, even though there is a constant line out the door.
Internet service: Wireless kept dropping so we changed the modem to «bridge» function and run our internet through our airport. Seems to have solved the problem.
Staffing: This is why I gave it 2 stars. The agent told me that the line out the door is constant. There aren’t any «good» times to come in. I’ve found this to be true on the two occasions I went here.
So why oh why are there only 2 agents working? C’mon TWC, spend the extra $$ and hire a third. Seriously, no one wants to wait in line for 30 minutes to an hour just to return a modem (or for any reason, really).

This review is not for TWC in general, but for just the local store on State St.
I signed up for TWC Internet service long before I ever arrived in Ithaca. I was told all I needed to do was pick up a modem/​router kit at the local store, take it home and install it, and I would be activated.
When I first arrived at this store, a woman told me I couldn’t have a kit and I needed to schedule an in-​home installation, which would be a week out (!). When I told her I was never informed of the necessity for this, she agreed to push it up to a date that was two days away. I left the store and called Customer Service, where a rep told me there was no reason I needed to have someone come to my house, and that I should go back to the store and demand my equipment.
I went back and spoke to another person who told me I didn’t need an in-​home installation, but someone had to come out and «untrap» my line outside. He assured me someone we be out to do that the same day. No one ever showed, so the next day I started escalating the issue and shaking every tree I could think of. Finally a regional rep in Syracuse got a hold of me and said my account had simply fallen through the cracks and no one had properly scheduled my installation.
It was another full day of working with the regional rep and finally, three days after arriving in town, I had my internet working. My experience is that the local reps are either misinformed (although well-​meaning) or else they are plainly lying to customers just to get them out of the store. I sincerely hope the latter is not the case and I am willing to assume good faith.
I recommend you go into this store armed with as much information you can, and do not let them tell you other stories.