Time Warner Cable

I abominate this company and everything about it. I could write a whole book about all the problems they created for me. If you have any alternatives to Time Warner, I recommend choosing another provider even if it means paying more. You’ll save yourself plenty of time in the long run.

Incredibly poor internet service. Line to return boxes was long but the wait time even worse. Shouldn’t take that long to return boxes.

I am waiting in this place right now. I really don’t understand why it has to be so slow. Prepare to wait for couple of hours even if you just want to drop off the equipment. I am writing this review because I really don’t have anything else to do while waiting.

I don’t understand why they constantly see the need to only have one person working the customer service desk when there is always a lot of people waiting to be helped. Patti is always great and helpful but the long wait overshadows any good she does.

Time Warner Cable is okay. I get my home phone, my cable and my internet from them. They are a little pricey but I am satisfied with their customer service and I have had them for years. I don’t plan on switching either.

This is what happens when a company monopolizes an area. Super bad customer service and sky high bills every month. The BBB or some other agency really needs to look into this cable companies business practices. You can just see from the multitude of one star reviews on this site that the company is not good and should have been out of business long ago. I really don’t understand why no other cable companies are operating in the area? Was there some shady business deal many years ago where cable company representatives got together and agreed to only allow one company in an area while another takes a different area so that they can shaft all the residents?
In any case like many other people, my dealings with TWC have been touch and go. We have been customers for 3 years now and in the beginning, service was ok with some good interactions with customer service. Recently however it has gotten much worse. My last dealing with them the other day was so bad that we were contemplating cancelling TWC all together and saying good riddance. Our DVR cable box was giving us trouble last month and they agreed to ship us out a new one. In the meantime we couldn’t access our cable and I thought they would give us an adjustment because of that. We got the new cable box about 4 days later and set it up and it worked again. Fast forward a few weeks. Got our cable bill in the mail and it was $ 30 more than usual with no adjustments. Called to find out what was going on and they agreed to fix it but said they would not give the adjustment because our cable was still working even though we couldn’t access it. After some more haggling they finally agreed to give us $ 10 credit, whoop dee doo. The lady on the phone said to wait a few days before making payment so that the adjustments would go through and we would get the real total.
Couple days later I got an automated call saying our cable bill was past due and that our service would be interrupted if we didn’t make payment. I called right away and explained the situation again and said I would pay that day. It was a Friday and our bank is not open on weekends so it said the payment would not go through till Monday. On Saturday morning, our cable was cut off so I called again and got a really rude woman who said her name was Tiara. I told her the situation and she got pretty snide saying I had to submit proof that I had paid by faxing it and that they could not turn on our cable. I don’t know if she hung up or if we got disconnected so I called back. Got a lady who sounded exactly like ‘Tiara’ but said her name was Kylie. Again very rude to the point where I asked to speak to a manager. Was transferred to Joseu who said he was the supervisor. I swear this man with a thick accent sounded drunk as a skunk! I explained the situation to him again and he agreed to turn on my service again but said I still needed to fax in proof that I had made payment.
I don’t understand what the issue is since I’ve never been late on payments before and pay on time every month for the past 3 years. They made it sound like I’m trying to jip them or something.
I asked again if he was the supervisor and his answer astounded me. «Of course» he said and he sounded like he was sneering! I’ve never heard a ‘supervisor’ speak like this to a customer in all my life and I’ve worked in customer service before. I hung up and called back again to see if I could get another supervisor. Vivian who answered my call was much nicer and transferred me to another supervisor. I explained all that happened to her and asked her again whether Joseu was a supervisor. She said he was not but answered ‘escalated’ calls. Well TWC, bad move on your part as I don’t see how this guy would help de-​escalate anything. I asked to report him but I sincerely doubt that is going to happen but I plan to call again on Monday and hopefully get someone who will listen. One thing I can’t stand is rudeness or treating people unkindly and unfortunately for them, I’m not one to let it go. I wouldn’t want these people to treat other people like that.
And just a side note, I don’t think these people use their real names when they answer calls. Probably because they don’t want to be traced if people call to complain about them.

If I could give less than one star I would. What can I say? Charging too much money for data? Unreliable service? Personnel who really don’t care? Effectively being a monopoly, all-​be-​it a localized one, and taking advantage of that?
I am sick of them.

My time with TWC has been the WORST experience EVER! I have been talking with their internet support since October 2015 due to internet speeds that suddenly went from 50mbps to 0.2 mbps to 2 mbps and on a great day a whopping 10 mbps. I have had phone reps blind transfer me to someone else, I have had those people hang up on me. I call back and eventually get someone who says they will send a tech. Tickets are never put in and no one comes out. So here we are December 2015. Tech Supervisor was at our house, they cut out a «splice» in the line and did a new one, disconnected our cable box in our room that we rarely ever use (except for the clock and maybe the occasional TV Show) and when they left it was LEFT UNHOOKED! We still were only pulling 10 mbps BUT it was at least stable. During this time we also found out they have had a construction ticket that is more than a month old (I guess they are just too busy to deal with their paying customers) for lines to be fixed and have not been yet. He said he was trying to get it pulled faster but couldn’t tell me if it would or wouldn’t fix the issue.
Today is the last straw. I was busy working online when all of a sudden our house lost ALL Internet service again. I called their Support center got a woman on the phone and she wanted me to jump thru the hoops I’ve been jumping through since OCTOBER! I Told her no send a signal it fixes the modem, she did. It worked. About an hour later we lost our signal once again. Called the tech supervisor and wanted to know what the deal was. Instead of being professional he got snippy with me, he said that he «Never said that» when he blatantly did when he was here. He told me early this AM around 5:30(maybe) our signals dropped badly and then spiked really high which he guesses may be from the line but he doesn’t know).
I told him we swapped out our router (which is what I wanted to do when he was here) and magically I am not getting 50mbps but 60 – 62 MBPS! BUT That’s not my frustration today, I want to know WHY our signal keeps dropping!
After telling me that if I won’t hook back up their Modem, Router, Phonebox (We don’t have phone with them, and their box wasn’t even giving us a wireless signal) then he will not help me.
So let me get this straight.
1. Signal sucks, Slow speed for internet and lack of tv on 2 tv’s for more than 2 months and I replace my First router with their COMBO Box and it DOESN’T fix it.
2. I purchase my own Modem and separate router and have great signal for an entire week.
3. Crappy speeds again — more phone tag
4. Escalated to supervisor who changes a splice in the line and pretty much tells me deal with the issue until construction can fix it.
5. Get incredibly frustrated and replace MY OWN equipment with the same thing (My stuff was ONLY 1 month old yes I know electronics can go bad which is why we did this).
6. Speeds Rocket to 50−60+.
7. New issue — Signal STOPS randomly call have signal sent, issue resolves right away.
8. Signal stops again, call supervisor for help to find out what’s going on.
9. Supervisor decides that there is nothing he will do because I am tired of jumping through hoops and won’t hook back up their equipment that didn’t work right when it was hooked up and prompted me to BUY my OWN!
10. Deciding to switch providers because I never had this issue with my other provider. They may not have gone to the moon and back to fix it but at least they were compassionate enough to work with me and not make my family feel the money we pay them every month is just lining the insides of their pockets.

I have an an update…
My iPhone Internet issue was resolved, honestly I still don’t know how. I happen to think I spoke to a compassionate agent or I was just persistent, someone heard me. Squeaky wheel always gets the oil or grease… I don’t know the exact wording of the adage.
My New issue entails that $ 118.00 I was promised… Now it’s escalated to $ 133.00. I’ve spent plenty of time speaking to the different echelons of command at Time Warner, they won’t budge. My contract price of $ 118.00 was quoted to me in a phone call that was recorded. I pointed this out to the supervisor with name and date and time etc…
The personnel I spoke to did not take the time to explain to me the extra $ 15.00 is a one time fee during transition period, or whatever reason for the extra charge. Nothing. Just this is your new price pay it.
I’m wondering is this legal? Probably and they get away with it every day.

While I was a grad student at UCSD, I paid $ 65/​month for shoddy internet (well, I split the bill with my roomie) when living on-​campus. My then-​boyfriend (now-​husband) also used Time Warner Cable and had the exact same plan but he was living off-​campus in UTC.
It is astounding how different our TWC experiences are.
I had gone for hours at a time without being able to load a simple page. And while I’ve never had unpleasant experiences speaking with their customer service reps (they’re all polite enough), most of them strike me as incompetent. My husband on the other hand? His internet connection for the most part was always fine and always much faster than mine. HOW IS THIS POSSIBLE?
TWC has a monopoly on much of the area and UCSD students are completely at their mercy. Horrible.

What I got: $ 60/​month after a router rental for a plan that I believe was 8mpbs a month? that number could be slightly off but it was one of the upper-​middle range plans since this is an apartment with 3 people in it — one of whom, me, works from home and is dependent upon the wifi working. Set it up myself and someone came out for free when I was having issues with it not working in the first few days.
Pros: when setup didn’t work they came out for free. Wifi never dropped out and I had good speeds and connection. No problems day to day for the most part. Wasn’t on a contract so even though I only needed it for a year, I didn’t have to worry about cancellation issues if a roommate bailed.
Cons: turns out my pricing was a promotion and nowhere in my payment papers or conversations was this mentioned, so after a few months I was shocked to get a bill almost double what it should’ve been. Thankfully this was solved with one angry phone call and I didn’t have to have a ridiculous price increase. Otherwise my persistent issue with them was that they constantly send you mail — I signed up for online bill notifications/​to be paper free and would still get paper bills in the mail (a week late), and every two weeks I was getting mail telling me to upgrade to a cable bundle. Annoying.

worst internet, worst customer service.
They promised me one deal, had me physically return TV items to facility, only to have me find out they put me on the slower internet speed.
I had to call them to find out why internet was so slow. They lied to me and switched speed without telling me!
You’re damn lucky I can’t get COX internet in my zip code, I will try my hardest to convince them to BUY your god damn company.

Minimal seating
Sloth like customer service
Stuffy old smell
Tv that repeats 5 commercials every 2 – 3 minutes
Waste of anyone’s time to wait and return equipment
Horrible, just like the services they offer, glad to be rid of them.

If I could give Time Warner cable a «0» rating I would. Their internet service is so slow it’s like using dial-​up. I’m paying monthly fees for higher speeds (50,000 bps) yet when I do a speed test my download speed is 11,000 bps! My wife works from home and her business depends on a fast reliable connection. With such a slow connection her PC freezes and she has to continiously reset the wireless router. Please Google Fiber, help San Diego out!

*** Suck a bag of dicks TWC ***
Gather round the campfire folks, got another great story to tell about this money sucking cancer of a company!
Didn’t want to deal with customer service/​techs over the phone so I ordered my internet service through their website. Went with basic for 29.99. I have my own equipment so I waived the $ 15 fee of having a tech come over to install/​activate my service. This meant I hook it up myself and call TWC to activate my service. Great.
First time I call they can’t activate my modem. Everything looks good on their end but I’m flat out not getting any service. At this point, they conveniently suggest they send out a tech to investigate, for a fee of $ 30. Yes, that’s double the initial price from when I was checking out online. Service rep says the price went up because I waived it the first time. All I can think to myself is classic AHole move by TWC.
As shitty as this predicament was, I didn’t want to switch to ATT at this point because the modem I already own does not work for ATT and I’d have to pay for their equipment. As I was about to cave in to TWC’s BS tech fee, I noticed my modem ID number wasn’t recorded correctly when I look at my account online. I had to call a few times to try and get this fixed, but still no luck activating my modem and each service rep is trying to send a tech over and charge me the fee. Fortunately, the last guy I speak to offers to waive it and send the tech for free. Awesome.
Tech comes over 2 days later, and before he even comes to my door, all he had done was flip a switch to activate the cable service in my apt unit. First thing he says when I open the door is to see if my modem’s working now. It is. WTF.
At this point I am highly suspicious TWC was trying to hustle me out of 30 bucks, but whatever, I finally have internet and the shit storm seems to be over without giving in to the tech fee.
Ha! Thought TWC would let me off that easy? I get my bill a week later and what do I see, the 30 fucking dollars charged to my account for the tech fee! Good lord, I had to use every ounce of patience in my body not to go off on the service rep over the phone just now. I was told it will be waived for the next billing cycle and to just not pay the $ 30 service fee. I made sure I wasn’t going to be charged a late fee of any sort, but having gone through what I have so far, I am very skeptical.
TLDR
— Order internet service online
— Choose to set up and activate modem over phone instead of sending a tech to my apt.
— Ppl on phone can’t activate, keep pushing me to have a tech sent over for $ 30.
— Cust. Service Rep finally says he’ll send one out for free after about 5 or so calls.
— All the tech does is flip a fucking switch to turn on my service.
— Lo and behold, my first bill has a $ 30 charge for the fucking tech fee. Immediately call cust service and get it waived for next billing cycle, but am highly skeptical.
*** Suck a bag of dicks TWC. ***

I am not sure what office is «servicing» Mira Mesa — HA HA! — but it is the most inefficient company ever, with empty promises, dropping the ball and the system does not even work.
One star is generous.
UPDATE ~
New rep came over and was shocked that we were given a dinosaur of a system that nobody should be getting anymore.
Now we have installed ATT&T.

F@CK TIME WARNER
FOR REAL These guys are A@@HOLES
Today: 7÷9÷2015
My day with them goes like this…
I get a bill from them. which I canceled over a month ago.
My 1^st call I ask if my account is still active; they say Yes!
I ask Why I canceled last month.
TW says yes I see you called on 6÷2÷2015 and canceled. *WTF ok why are you still charging me???
TW: I dont know let me check… 5mins later they come back and say they have no answer for me. F@ck ME!!! i hang up…
I go online and i do there live chat… they say the same thing… @#%$^&%$# and they cant cancels me…
F@CK YOU… TW!!!

In this review… I’m rating the TWC’s phone customer service.
Wow… TWC customer service is a joke.
Rep#2 couldn’t answer a simple question for me without asking me to verify ALL my information when it was clear that it was already verified by rep #1. Rep#1, for some unknown reason, couldn’t answer my simple question so transferred me to rep#2.
I didn’t mind answering and providing the information… I just got a vibe and felt like the rep#2 was patronizing me. Rep#2 seemed very condescending and even placed me on hold for a short time when I’m sure the information was right in front of her on the computer screen.
All I wanted to know was how much it would my monthly bill be if I cancelled my phone service and just kept my internet. Imagine if it was something that entailed more than just that simple information.
It seems like they are trained to be jerks just so people will avoid calling.

I wish I could leave 0 stars! I know most industry leaders of cable have shoddy service, but honestly I’ve never been run around more than at TWC.
I had Comcast and Verizon back on the East Coast and they were so much better at Customer Service. I tried to cancel my service with TWC over the phone and they stated I had to go into the local branch with ID to cancel. I go to the branch and they tell me they can’t help me but I have to call customer service on the phone. Neither calling nor visiting did me any good and instead they just plain couldn’t help me shut off my terrible service.
They were rude and unprofessional and left me with options that did not work, so basically, zero stars in my book.
Completely incompetent customer service!
2^nd worst company on the planet next to toxic Monsanto!

Without a doubt, TWC provides the worst customer service in the nation, although the mighty Comcast is a close second. Soon they will be merged, and customer service will be more dismal than ever! The quality of their overpriced product (one phone, one DVR, and slow internet for $ 179 per month) also leaves much to be desired.
So why am I leaving a three star review as opposed to a one star? First — an admonition — DO NOT CALL CUSTOMER SERVICE UNDER ANY CONDITIONS. The poor folks in India won’t really help you at all, and you will grow more and more frustrated. My recent mistake (ordering a replacement modem and DVR by phone) became a disaster. Not only did they send the wrong equipment and charge me $ 40 for shipping out and back (when it was offered for free), but somebody actually modified my service plan during the hours and hours I spent trying to get satisfaction. Now I was paying for two modems and two DVR’s. Or at least that is what the folks in India thought.
What’s good about TWC is the face-​to-​face experience. Maybe I just got lucky, but assuming you are waiting at the door on a weekday when they open (at 9:00) it is refreshing and effective. I got new equipment, a hefty refund, and a lower plan in about 30 minutes. Remember, this is in contrast to my horrible experience of an average of 5 calls @ 1.5 hours each when I tried resolving this by phone.
Am I in love with TWC? Absolutely not. Their price continues to creep up (for no apparent reason) and they always push the ridiculous TV «packages» on a guy who really doesn’t watch TV. Truth told, if it wasn’t for that mighty internet stranglehold they have on me, I would be long gone…