Time Warner Cable of New York City

Worst customer service ever. Today I was on phone with them for 1 hour. I wanted to downgrade my services, they gave me runaround and transferred the call to six different people. Finally it was solved by the Manager. I think they punish their employees if somebody cancels or downgrades services.
Do not use them ever.

Way way below a one star. Totally useless personnel and customer service. It ‘s almost an impossibility to have any successful discussion with anyone there. No one know anything. Leaving company today. Netflix etc here I happily come.

Where do I begin? Terrible service, massive incompetence, horrible pricing. God help you if you need to call them with any type of question, they will enrage you with stupidity.

Time Warner Cable suck!!! It’s 2014 and I can’t even watch a paid for movie without it stopping every other minute. Harlem is by far the worse experience, being that I lived in other areas around NYC. Can’t wait to get Verizon Fios in the area. I will switch in a heart beat. Not to mention how expensive it is and the horrible service they provide. They have a monopoly on cable now but not for long. I had an app’t with a tech last sat to look at one of my cable boxes that was not getting channels THAT I PAY TO GET! And they never showed. They said I canceled, which I did not. I called and no one called back. I waited all morning and no show! What is that?
TIME WARNER SUCKS!

Q: What happens when a tragicomically incompentent, massively overpriced, greedy, ugly, obsolete, stupid, slimy, rude, mega-​corporate monopolistic behemoth is the only possible way you can get Internet in your home?
A: They sell themselves to a company even WORSE than they are, fire a bunch of people, give massive bonuses to their executives and then raise your rates while wagging their little cable dongles at you and saying «nyah nyah nyah you can’t touch me nyah nyah nyah.»
Added bonus! Their obsolete cable boxes use as much power as your refrigerator even when they’re «off.» So you’re not just shoveling money into the gullet of this horrid company, but you’re also paying Con Ed more.
My cousin in Kansas City has Google Fiber. Why can’t «the greatest city in the world» have it too?

After a Time Warner customer support person made me a «magic» offer to keep me a paying customer (which after this experience is about to end) I asked them help me with a problem I was having connecting to my Epson printer. This person offered to give me the number to Epson technical support. How helpful right? Instead, he gave me a number for a technical support 3^rd party. This company first misleads you by mumbling the name of the company so I didn’t realize I wasn’t speaking to Epson directly. Then, they provided technical support by literally INVADING my computer. They have you download a program that lets them get onto your computer. This woman started closing my windows and navigating at her leisure. ARE YOU F*##*ING KIDDING ME? This is apparently legal. But if you don’t appreciate anyone invading your computer, stay far away from RATCHETINFOTECH. I finally got a number to Epson and they helped me the old fashioned way… by talking me through it. If Time Warner doesn’t lower their rates and stop misleading their customers, they are going to be as relevant as Block Buster.

The problem is that your only choice is TWC or FIOS, and FIOS isn’t in every building — plus, FIOS also has some serious issues (they could not even get my phone working and kept delaying by saying that each time I called after the purported 2 days they needed to resolve the issue, they were submitting a new troubleticket and starting that 2 day clock again — I gave up after 3 weeks of no phone service). I only hope Google hurries and delivers their spectacular Google Fiber service to NY post haste.

Time Warner Cable is Evil.
In light of Time Warner Cable removing CBS from its line up, I decided to research my own cable service. I am paying an average of $ 106 a month for high-​speed internet and basic television.
I am supposed to get «up to» 30 Mbps download speed. I performed several internet speed tests and I averaged «up to» 10 — 11.44 Mbps! I am only getting ¹⁄₃ of what I am paying for!
I called Time Warner and was on the phone for hours. The only person in the company who had any kind of empathy was a gentleman in the technical support department. He ran a test and concluded the modem I had was outdated. Everyone else basically didn’t care. For two years I have been paying for high speed internet but with my service being throttled back by 2/​3rds, Time Warner Cable would not give me any kind of refund! This is criminal.
I have an appointment in a couple of days to switch out my modem. We shall see if this solves my problem. Has anyone read the news that Time Warner Cable is about to raise out leasing fees for the modem? They will raise our leasing fees from $ 2.95 a month to $ 6 a month for our modems! This will fill the coffers of Time Warner Cable to a tune of $ 250 million dollars more a year; money stolen from customers who are beholden to a monopoly! What’s the solution? Buy your own modem.
I have a better solution. Get Verizon Fios.
Update 1: The appointment was a disaster. Time Warner Cable automatically calls your phone over-​and-​over again and a recording makes you press the #1 button on your phone or your appointment will be canceled. I pressed the #1 button on my telephone and a recording confirmed my appointment but, guess what? A few hours later, TWC calls you again and again! You miss one call and you’re out of luck. Your appointment will be canceled and, of course, TWC will «blame» your missed appointment on you! TWC loves to BLAME you, the customer! This is idiotic. What if you’re on the subway the day before your appointment and you miss one of these pre-​calls? What if you are on the toilet taking a shit? It is not my responsibility to take another hour out of my day just to make sure that TWC is goint to show up on time when I already have an appointment! It took me days before I finally got a visit. When TWC did show up, the service tech guy did not have the correct modem that I was promised and, again, blamed me. Again, no one cared and I had to raise hell before they finally installed the correct modem.
Update 2: Now I had to upgrade, yet again, to a digital converter box for my T.V. Again, endless phone calls and no service tech guy showed up at my door. A couple of hours ago I finally got an, «issue escalation number». I was promised, with this escalation, that they would be here shortly. Again, no one showed up and TWC said that no one will be showing up and they rescheduled the appointment for another day.
Time Warner Cable is Evil.

It’s such a bad ISP, I can’t even upload website data without there being an error.
I’m a web designer, and TWC in my apt. is the WORST.
And the TV is bad also… I’m rarely, if ever, able to flip through channels without a few of them not working (and why is it always the ones I want to watch?).

If I could give this terrible company no stars, I would. Back in April, I decided to just keep the internet connection and canceled the cable service. After speaking to TWC, they told me they could only cancel my cable service once I sent back the cable box, remote and leads via the post office. So, I mailed it all back immediately. This was the first part of an annoying process, as the TWC courier refused to pick it up from their local post office. Eventually they picked it up and I got a receipt from the post office to confirm. Each month since then I have received a bill from TWC for the services I canceled. I call up every month and their customer service is the worst I have ever come across. Firstly, you can’t get through, you’re on hold for an hour. Then, I get put through to four different people who all cannot help me. Their online customer service cannot take care of this either, so you have to call. Each month I call and they promise to rectify my bill and credit me the difference. This month, they have still not corrected the bill AND charged me a late fee. Meanwhile, I have been paying for the internet service each month, as they advised. I just got off the phone with them again and they told me someone from their finance department will call me within two weeks to adjust the bill and send me the correct one… We’ll see. BUYER BEWARE! Unless you want to always keep your original order until the end of time, stay away from TWC.

Worst cable company in the history of mankind. Not only are they liars, but their cable also sucks. All they know how to do is tell you to turn your cable box off, or get a new one and you’re good to go! I remember when I fell for their triple package. the channels they gave me just garbage, I remember it was suppose to be 99 bucks and then after the first year 129.99. My package went from 129.99 to 135, to 140, to 150. They would always make an excuse to charge me more. Garbage cable that takes 3 seconds to switch channels, and it always lag. Also, TimeWarner doesn’t want VerizonFios to enter uptown. From 90^th street, all the way uptown Fios is not available because stupid TimeWarner is block them.

I’m really unhappy with TWC but I can’t find an alternative. I was forced into taking their package of internet, landline phone and tv. The internet is really what I need and I could do without the rest. I do get 30 megabytes per second internet speed. This is fast and I need it as such. I never use the phone. I think the quality of the programs on television in general is crappy so I’d rather get my news and entertainment from the internet but TWC would only reduce my bill by about $ 30 for this. I pay about $ 114.00 for my service as is without any special channels like Showtime and I feel that this is too expensive. I’ve been researching possible alternatives for internet (without tv or phone package) and with Verizon DSL I’d have to use their cell phone svs as well … the price would be considerably less (about $ 50.00 per month) but the speed for internet is 5 megabytes per sec. and that’s too slow. It’s all very confusing but it seems that TWC provides reliable and fast internet svs in Manhattan but you’re forced to pay big time for it and take a package that you don’t need or want. If anyone has any suggestions I’m all ears!

AWFUL TERRIBLE I HATE THEM. No stars. You would think that TWC would read all of these negative comments and fix it! But they refuse to adapt to the 21^st century. I hate them. I am currently on my second hour and 10^th customer service rep.
Then I commented on their facebook to tell them what was up, they deleted it a second later. I guess they do that a lot.
The only reason people use TWC is because they are forced to.
Can we report to BBB for their sucking this bad?

TERRIBLE TERRIBLE TERRIBLE!
I could give these idiots a negative score I would, this is quite possible the WORST customer service and company in general, i’ve ever dealt with! On every occasion that I’ve tried to deal with them, I get so infuriated to the point of which my chest tightens up and I want to reach through the phone and strangle the person on the other end. The service it self sucks as well, I pay extra for on demand that doesn’t even work, the boxes are delayed and they change their policies constantly with out notice. I have been making payments for the the three months and they have no record of it and as a result have cut off my service, and conveniently there is no supervisor anywhere to help… complete bullsh*t, verizon fios, here i come!

Worst, most infuriating company. I don’t know anyone who would deal with them if they had a choice. I still use them for internet. Because of the monopoly, I can’t get any other service. But I don’t use them for TV and I would certainly never touch them for phone.
I swear their customer service is designed to be sadistic. They have an infinite willingness to waste your time. This isn’t true of every employee — I’ve had guys come to my apartment once or twice over the years who have been competent and nice. But I’ve also had them dick me around like crazy. And the TV service was completely unreliable. There is a cable box on our building that has been overflowing, with birds even sitting in it, for a decade. TWC staff point it out but don’t do anything about it.
Today I tried to get help with their website from «live chat,» with a customer service person who was probably somewhere in Asia. I was there for 30 minutes. I only went there because I wanted to be sure to pay my bill — automatic bill pay seems to have gone wrong last month, and I noticed and contacted them, on my own — they didn’t ask me to. I got the run around with canned sentences for about half an hour, and got no answer. Well, if they don’t want to get paid, that’s OK — I don’t want to pay them. It’s so irritating: I have a job, I’m at work, and they are getting me to do their job for free. Grr.

Time Warner is one of the worst companies I have ever dealt with. I’m sure they don’t care since utilities are pretty much monopolized. I feel like I’ve wasted hours on the phone with these people trying to figure out my account. I don’t blame the reps, it’s not like they have the best jobs. But it really shouldn’t take 1 month for me to get my money back when they charged me after I closed my account.
**Oh yeah, and the rep promised me $ 80 for cable and internet, which I thought was not possible. I confirmed the price with her at least 5x on the phone because it sounded too good to be true. Of course it was, they ended up charging me $ 160. Lying bastards.

Time Warner Cable is the most fradulant company in existence. If they didnt have a monopoly across the 5 boroughs they woulf most definitely be out of business. Not only did I have to wait 3 weeks to get an installation, but the day before the technician was supposed to come, the called me at 530 and said that they need to cancel my appointment and wont be able to reschedule for another 3 weeks, so now I am waiting more than a month to have cable and Internet. (cable Im not to worried about, but no internet means I lose clients). I HATE TWC with a passion and am going to be calling the better business bureau on them. They are the WORST!

I had yet another horrible experience with Time Warner today. After my TV service started flashing in and out on Friday I finally succumbed and called their awful customer service line. They booked me an appointment for Tuesday — outrageous! Then my telephone and internet went down on Saturday morning and they agreed to send someone out Sunday (today) between 2 and 5pm.
I called their office this morning and was assured that I was the very first appointment for the technician, that he would be there at 2pm or shortly thereafter. At 3:30 I called again as no one had shown up, and they denied telling me that anyone was supposed to show up at 2. A dispatcher called me at 4:10 and said that someone was coming. I called again at 5pm when no one had shown up, and they checked around.
Finally, at about 5:10 someone called and said he would be here shortly. He showed up and sat in his truck for a good 20 minutes before coming in. He determined that the problem was exactly what I told them it was– old, thin frayed wire coming in from the roof — and went up there to look at it. MInd you this is at least the 8^th service rep who has been here since January. Then he pretty much refused to do the work to run a new line because it was dark. Duh. That’s why you were supposed to be here in daylight at oh, say, 2pm. Now they are coming again on Tuesday morning but refuse to give me an appointment time even though I have been adamant that I cannot stay here any later than 11:30.
I wish I could give them no stars. Despicable company, terrible service, nitwits on the phone, rude, and way too expensive.

Time Warner is pretty horrible– but hey, I’m sure you already know that. Unfortunately, in Inwood they are pretty much the only option. When we called to have cable installed after moving in to the apartment, they sent an installer who literally proceeded to call a friend and hang out in my apartment! We ordered only cable & internet, but were told by the installer that the work order included phone as well and they didn’t have the equipment to install just cable and internet. If we wanted to prevent another service call, we should just let them install it and call customer service tomorrow morning.
They never did get the internet up and running without it dropping every five minutes (hard wired, not my wireless router.) They refused to drop the phone service without charging us for the month. Six weeks later, after restarting the modem for about the two thousandth time in a (usually vain) attempt to get a stable internet signal, our internet decided to work and has ever since.
Until. The signal strength in this area is so high that it is essentially incompatible with our TiVo. Now, I know that this is TiVo’s problem and not Time Warner’s, but it is only a factor in Northern Manhattan. So Time Warner is doing something odd with their signal here. Rather than wait for the fix from TiVo, we decided to upgrade our TiVo box since the old one was getting a bit cranky anyway. I removed the cablecard from the old box & plugged it into the new one only to find that now my cable did not work.
A call to customer service, with me explaining what happened and offering to provide them with the Host ID for the new box didn’t solve my problem. We went through two different customer service reps and a supervisor, who informed me that my only option was a service call so that the technician could come to my apartment with his «special tools» to fix this. I told her they just needed to update the host ID, and that the technician would just call this in– couldn’t I call it in?
No. I had to take time off work and wait for the tech, who was actually the only person at Time Warner with a functioning brain, who was able to call in the new host ID. So hooray for the tech, and boo for Time Warner. Hurry up Verizon, or ANYONE else, and wire Northern Manhattan!

Every time I talk to a representative from Time Warner Cable, they have to apologize for misinformation another representative gave me the last time I called. I found charges on my bill that I never consented to, and they did not stop charging me until I physically went down to the payment center and demanded they remove the charges, despite many, many phone calls. They seem to have zero respect for their customers.
It sucks they have a monopoly over most of the city, and my building. I recommend RCN if your building gets it. It’s cheaper, easier, and apparently the people are a lot nicer.