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Time Warner Cable

Customer Service Ratings and Comments

Time Warner Cable is ranked #122 out of the 301 companies that have a CustomerServiceScoreboard.com rating with an overall score of 42.05 out of a possible 200. This score rates Time Warner Cable customer service and customer support as Disappointing.

NEGATIVE Comments

131 Negative Comments out of 151 Total Comments is 86.75%.

POSITIVE Comments

20 Positive Comments out of 151 Total Comments is 13.25%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • One's SS# is and never was meant for identification. Time holding for a representative to "serve" you exceeds 10 minutes; obviously designed to 'make' one use an automated and therefore limited service. And it is not a local service!

    The Customer Service people are not friendly, customer oriented, or helpful.

    Because of the limited availability of cable services, one must use Time Warner! Given that, one would anticipate more service, less "selling" of what one has no choice over...and at least, a pleasant representative!

    Is this the wave of the future, Big Brothers?

    calalillie 9/1/10 7:15AM

  • Horrible customer service! They keep transferring me around their horrible phone system. They are not interested in helping ad every one you talk to tries to sell you something or sine you up for something. The hold times are also horrible. Very frustrating!

    UserFriendly 8/28/10 9:46AM

  • TWC is the worst. It takes forever to speak to a representative, and then they would have the nerve to speak to you as if you are an inconvenience to them, cutting you off and snapping. I am so over this company. I agree with another blogger, if they had serious competition, then they would be a little more grateful and a little less hateful. The service is crap and my channels are always going in and out. And to mention, on set up day, I waited for over 5 hours, went to the mail box. Tech came to the house and left within 2 minutes. When I called back, I was informed that a tech is suppose to leave a note indicating that they had been by, there was no note, I just happened to see them pulling out of the parking lot. When I called to get some assistance they told me that I would have to wait an additional 4 days to get another tech in my area. It wasn't until I asked for a refund that they told me that a tech would be there within the next 2 hours. After waiting that long, the tech still was a no show. When I called them back, they were apologetic, however, it felt as though I was given more of a rehearsed line than a sincere apology. This company sucks.

    fedup 8/25/10 3:45PM

  • Extremly disappointed in Time Warner's service. A real person has not answered any of my calls and I am so disgusted I would be willing to never use cable again. Where's Comcast when you need them!!!

    Jill 8/24/10 12:48PM

  • I have been having trouble with my cable for 5 months now. Some of the HD channels just do not work. I have had 8 techs come to my house to try and fix this. Each time I am told someone else will come and fix from the outside since there is nothing wrong with the cable inside the house. They send someone to check the box and wiring outside and the tech just leaves without a word (it would make a lot of sense for the tech to check with me to see if the problem is solved, I suppose). Yesterday I saw several of their so called techs fixing something with the cable outside. Now I have NO cable, internet, or phone service. After spending an hour on my cell phone with them last night and another hour this morning they will finally come tomorrow morning. In the mean time I have NO phone, internet or cable. Can anyone say INCOMPETENT, CLUELESS.

    Anonymous 8/24/10 7:53AM

  • TWC is the worst of the worst in customer service. Most recently, I had a cable appointment scheduled between 2 and 5 pm. At 5:30 pm, I called to see when the technicians were coming to service my appointment. I was told my appointment was 2-6pm. At 6:15 pm I was told they were running 1 hour late. At 7 pm I called again, was put on endless hold, then finally talked to a real person who was all apologetic and was connecting me to a supervisor. I then held 32 minutes before giving up in utter disgust. at 8:30pm the technician called to say he was on his way!!!! TWC not only needs completely revamped customer service but a serious dose of competition. They are pitifully the worst!!

    MadAtTWC 8/23/10 5:41PM

  • Hi,
    Don't trust time warner cable with their pricing. I was in a 2 yr. lock in price and after the 59 days I was told I had to canncel, the price went up. I keep trying to contact them and after 3 tries they still can not aswer my question of why the price went up. I am tired of the run around and would like to find a company that I can trust and that is honest. I would like to get out of the contract for time warner and I am still fighting them on the price increase.

    jcmichel 8/23/10 12:29PM

  • Just noticed my bill was about 35 dollars more than it should have been for the past two months. Called TWC for GSO NC service and have had two different people hang up on me after being on hold over an hour. WTF! The one lady was so obvious she just didn't want to deal with the issue because she was apparently new sales. I cannot believe this goes on. They say their calls are monitored, by who? Ok typing this while on hold again (gluten for punishment I guess) Kim is actually able to help me, sort of. The issue she says is promo didn't auto renew and this had to be escalated. No problem I though, until she said I should get a call back in 7-10 business days. What???!! Don't know how this will end but I'm not holding my breath...

    Tom 8/22/10 1:43PM

  • TWC interrupted our VOIP phone service for three days and told us it was not thier fault but something with our VOIP provider. After we spent several hundreds of dollars in IT costs and employee wage hours they finally admitted it was due to a change they made. They refuse to compensate appropriately excpet to give us one month of $200 service "in a goodwill gesture" as they state in a letter. That doesn't even come close to the damage THEY caused. Simple corporate arrogance.

    And if you read the fine print in their contracts, you have to go to New York to sue them in arbitration. Can't even go to small claims court here in San Diego. Slimey.

    Anonymous 8/17/10 2:38PM

  • You have the worst customer service I have ever encountered.

    Anonymous 8/17/10 11:07AM

  • I have spent two hours trying to play the show we recorded last night - a large part of that time on hold with 'technical support' and 'customer service', until the line was cut off. Jaoa, Kenisha, Ray. No one knew what the problem might be or what the solution might be or how to find a supervisor to field the problem. The system has been re-booted twice and the screen still goes black when I try to play the show (that shows up in the Show Guide). We have re-tested that the record function is working. I am paying 12.95 a month for a service to record one show on Sunday night to re-play on Monday evening at my convenience, and the service is not being provided, and no one at Time Warner has been able to assist in solving the problem.

    I would appreciate it if a person in a role of responsibility would provide a solution to this problem.

    Ron Scherer 8/16/10 7:14PM

  • We have been faithful cable customers with time Warner for 4 years and they just informed us our bill will be raised next month. This is ridiculous! We have upgraded our package and added Internet in the past year and they still are going to raise the price. We will be canceling this month and switching....something we should have done s long time ago.

    Chelsiebear 8/16/10 11:03AM

  • After 12 months (as expected) my Cable and Internet Rates increased by almost $40.
    I have tried to change my service and reduce my costs for almost two months now. Either I am on hold for more than 30 minutes, my call gets "accidently" disconnected, or I get the run-around. Horrible service, continious outages.
    At work I use their Fiber (Metro-E) Part of the agreement was for TWC to notify us 30 days before go-live. They did not, and they billed us for that month, whcih meant I had to borrow from another staff's busget to pay two internet access bills in one month totaling a little over $2000. Even after presnting Sales Rep w/ copy of email stating they would give us 30 days, only a partial refund. Manager is to difficult to contact, and just like my home service, the business portion gets pushed aside.
    HOWEVER.. When you are requesting new or added services (When we added premium channels) my call went through faster than lightning.. So bottom line, if it is a billing, service reduction, service cancellation, or refund issue, Time Warner of East Carolina (Wilmington NC and surrounding areas)seem to to their best NOT to talk to you or assist you. If you are looking to add services or request new service, you will get all the help you need, in an expedited manner. In closing, the attitude of TWC employees in Wilmington NC (NOT including their techs, who are wonderful) is poor. They act is if they could care less if your business is with them or if it isn't. There is no care or compassion.. No personal touch.. It is just a monopoly collecting every dime they can without regard to customer satisfaction. Great service when it is 100%, HORRIBLE customer service! HORRIBLE!

    xxJaZzxx 8/10/10 8:45AM

  • Constantly on hold. I have been wanting to disconnect my Internet service for 2 months since I don't live there anymore. I have yet to terminate service because I am put on hold for such long periods of time. I don't have time to sit around all day on hold. I have a sales job that requires me to be out in the field all day.

    Side Rouge 8/7/10 12:42PM

  • Time Warner has been unable to fix our cable for over 3 month now. We had one guy come and hook the new line to itself knocking out our tv,phone and internet. We had to wait two days for them to give us an appointment to fix the mistake. Today I sat home waiting for them to come between 2pm and 5pm.called at 4:30 and again at 4:50 and was told they were coming. When they did not show, I called at 5:30 and was told my appointment was on the 9th.After explaining my earlier calls and the fact that my phone machine has a message confirming todays appointment, she says the worker was out sick and that is why they did not come.

    Anonymous 8/4/10 3:22PM

  • Time Warner Cable has horrible service, which is to be expected of a monopoly. I called to cancel my service and they put me on hold for 20 minutes. I tried to cancel on line but they offer no options for this. This should be against the law. I will be calling the attorney general's office.

    Anonymous 8/4/10 6:45AM

  • the disconnected my cable by mistake took a week to rehook up and gave only a week discount for the time it was down and no compensation for my time and trouble

    cyberrat 8/2/10 7:03AM

  • Time Warner NY NJ is completely incompetent or completely dishonest.

    Par 7/28/10 1:58PM

  • Horrid service on every level. AT&T and Dish network will be sending you flowers to thank you for all the new customers.

    Anonymous 7/24/10 9:30AM

  • Time Warner must be hurting. I switched to AT&T Uverse in May 2010. I was looking for a final bill in the mail but it has never come. I received an e-mail about a bill but when I checked it, the amount was $0.00. Then I received a notice from a collection agency whileeI was on vacation. Before I could pay on the first notice I received a second notice. Time Warner's Customer Service is inexcusably poor in a day when poor customer service can break a company.

    Anonymous 7/24/10 7:39AM

  • I have been trying to get a refund for a double payment made by mistake on July 15th. The first call we were guaranteed the payment wouldn't be posted and would be stopped immediately. Ever since then, after talking with at least a dozen staff people every day since the 15th, I have gotten a different story with each one. It is now the 23th of July and nothing has been done. What complicates the issue is I have overdraft fees in excess of 120.00 on top of the 324.00 they haven't refunded. It is impossible to talk to anyone with authority that can resolve the problem which makes it very frustrating, to say the least.There is obviously no integrity or honesty with this company, so for better or worse I am canceling my service, and would hope a trend will follow.

    Whipple Avenue 7/23/10 10:36AM

  • For the past several months, I've had many black-out, freezes, no sound, extreme slowness between channel surfing and horrible customer service. TWC promises credits to you, but they never show up on my bill. When I call back, they state that a credit was never documented or granted to me. I've had several TWC reps come to the house and state that there is nothing else they can do. I give up. Hello Direct TV. Good bye TWC.

    unhappy 7/23/10 7:21AM

  • I am pretty much over TWC...Between 6/18 and 6/30 I had no cable and no internet because of upgrading which meant I had to travel just do my online homework. Then I had to call back to get a few days worth of credit. This is just the tip of the iceberg. My grandfather who lives one street over from rarely has cable and within the last week I have spent 10 hours of my time on the phone just fixing his cable. Then when you do get a rep on the phone and tell them that you have all ready spoken to someone and that the rep you spoke "said they are taking detailed notes" come to find out NOTHING was documented so I had to explain myself all over again. They kept trying to tell me our cable box was hooked up wrong but HELLO if it was do you think I would have be able to watch cable for the last week? Then I turn into their service tech over the phone do this and do that...You know what I find absolutely amazing is if you want service disconnected they can do that the Same Day...but if you need it repaired it takes at Least 5 Days to get someone out there! As I am trying to call Again the customer service line is BUSY....WHAT IS WRONG WITH THIS PICTURE!!!!?

    KC 7/21/10 8:40AM

  • 1)excessive hold times to get a credit.
    2) digital tv picture breaks up.

    Anonymous 7/16/10 4:42PM

  • I do agree Time Warner Cable has its flaws, but you've got to think...there are rate increases every year because EVERYTHING just gets higher, thats a matter of life, get used to it. Also, I worked in customer service, the reason why they are rude sometimes is because no human being can be yelled at continuously, acting like someone died, because their cable/hsd/phone went out. We are getting to be a very lazy, fat country...get off your butt and do something else!!! Also, the more you yell at the rep, who is there to do nothing but help you, you're not doing anything but hurting yourself...would YOU rather help someone if they were humane with you, or yelling and cussing...this is all common knowledge people. We all get too stressed over stupid products, and bills...also, if you can't afford your services, don't complain, the reps don't want to hear it...either downgrade, or switch providers!!! the world does NOT revolve around your issues!

    Also...if you're having issues with your services, and the issue still hasn't been fixed, don't give yourself a heartattack, and the rep/tech a headache, just change providers and get on with your life!

    TiredOfSpoiledPeople 6/29/10 5:58PM

  • Impossible to get the Brooklyn office to answer the phone It is forever busy I na year and half I have the service Waiting for FISO so I can tell TW where to go..

    Anonymous 6/20/10 2:10PM

  • Technician Steven Gonzales showed up and gave multiple reasons why he can't do the job when he waw we needed new cable. Obnoxious and lazy. Then he left. Yelled "i'm outa here !" Slammed our door. I called customer service about it. On hold for a long time, still on hold as I write this...

    Anonymous 6/16/10 1:57PM

  • Glen Britt: you got no power that's the problem and you know I am right. Be a real leader and crack the nut, don't let them bully you.
    I just spoke to a James Abbott in customer advocacy and I felt he was not listening to me.
    His reply what would like me to do when I informed him that I was waiting for a technician that never showed up wasting 5 of my hours.
    He didn't want to give me the name of the president until I insisted and felt he did the best he could by telling me that a tech guy was going to be here within half an hour. Ronda called and got someone from customer service call and say someone would be here.
    It is half an hour later and no one is at my door.
    BS I say, lip service.
    Really this company sucks. He said I should expect this once in a while, it happened 4 times so far in 3 years.
    Is anyone training these idiots to call to let you know they are going to be late and solve half of their issues. The truth is that there must be resistance between labor and scheduling done by customer service and the techs probably run the show under Union contract. That's my guess and they can't do anything about it.
    Warner Cable you SUCK. Keep your Freebies I don't want any.
    I am going to punish you and run the word in my building. You are out if I can help it.
    Joe Dadon
    18W

    no screen name 6/16/10 9:29AM

  • The company has the worst service in Manhattan. They stood me up 4 times in 3 years. Today is another example.
    I am switching to someone else.

    don't have one 6/16/10 8:33AM

  • SYSTEM:
    Attempting to connect you with an operator...
    SYSTEM:
    Matt has entered the conversation.
    Matt:
    All Three, Hassle Free from Time Warner Cable! A great new package that combines Digital Cable, High Speed Internet and Digital Phone.
    Matt:
    Hello, very pleased to have you on chat today.
    dilip jadav:
    i already have internet service with you. if i rent second apartment, can i have second account with discounted price?
    Matt:
    I am happy to help you with that.
    Matt:
    May I know what are the services that you currently have with Time Warner Cable?
    dilip jadav:
    currently, i am paying $40.95 every month just for the high speed internet access. in the new apartment, i am interested to have high speed internet and cable to watch tv
    Matt:
    May i know when are you going to move in to the new address?
    dilip jadav:
    already rented
    Matt:
    In order to locate the best promotions in your area, May I please have the complete address(including apartment or unit number if applicable) with zip code where you will be establishing service?
    dilip jadav:
    it's in Astoria, NY
    Matt:
    To assist you further, May I have your complete address(including apartment or unit number if applicable) with zip code?
    dilip jadav:
    26-41 30 road, Astoria, NY
    Matt:
    Thank you very much for that information. Please hold on for a moment, while I research your information.
    Matt:
    May I please have your zip code?
    dilip jadav:
    ny 11102
    Matt:
    May I please have your apartment number?
    dilip jadav:
    i have to get it from my son. I do not remember right now
    dilip jadav:
    does it matter? i am not setting an appointment for technician, right now
    Matt:
    Without the complete address I will be unable to assist you.
    dilip jadav:
    all i need to find out that what different packages you are offering for: high speed internet & cable services. can i find out that from your website?
    Matt:
    The offers vary from address to address.
    dilip jadav:
    i already gave you the address. Don't tell me that you have different prices for all the apartment in the same building?
    dilip jadav:
    does it matter, if it is on 3rd floor or 4th floor. do you charge different for different floor in the same building?
    dilip jadav:
    i think you wasted my valuable time. I should copy our conversation and mail to your company's complain department. It seems weird, Time Warner is not monopoly, there are competitors too.
    dilip jadav:
    r u still there? don't waste my time.

    Anonymous 6/15/10 8:41PM

  • I am quitting time warner cable tomorrow,how is it that you guys interupt the LAKER game 6!! I will call dish in the morning,you guys are a joke!

    Anonymous 6/15/10 8:10PM

  • HORRIBLE, HORRIBLE customer service from TIME WARNER.
    Totally unstructured and insufficient and unreliable.
    If my only choice were to pay more for another service I would.

    They really need to work on their customer service.

    iharko 6/14/10 1:03PM

  • TWC Quality system is world class, however not effective in listening to the customer. For 10 years I have had very poor service, TWC sends a friendly service individual who points the finger at a colleague from the last service visit and leaves me thinking he will take measures to correct the problem. Not a chance, I suffer from the same digitizing interruptions, continuous reboots, very slow road runner, and intermittent phone service. When the competitor arrives in South Carolina.... TWC watch out. Fix my system and Im all yours for life, but you refuse to fix my service even though your employees follow the company manual. Your broken TWC. Please hurry AT&T the SC midlands need you.

    Dont have one 6/12/10 9:48AM

  • oh my god, twc customer service is the worst i have ever experienced... it's as if you were a janitor working at time warner, but you were never given access to anything to do your job..You have to call one department to get keys, another to get the equipment to do your job.. So an hour and a half later I couldn't pay my daughter bill because my card was associated with the acct billing address, really time warner!! Bottom line they have so many department and noone communication internally with eachother.. Enough said about this sub-standard place, because they surely don't operate like a business. God Bless us all!!!

    Anonymous 6/9/10 5:07PM

  • Time Warner Cable is terrible! they raise their prices every year and never take the time to thank customers that have had them for a longggggg time! Here is a thank you let up your bill 10$ They keep adding on to your bill and do not care how struggling family's are going to deal with the increases. I am so sick of the "well gas and supplies go up for us to blah blah blah..." speach. Guess what we pay for all that too! and for are bill to increase 10$ a year! well 10$ a year is getting to be a lot! and there are other ways to save money and keep your customers happy....Can't stand your company, your reps are rude! Chances are they are not the one's paying for your cable service! also I will not suggest TWC to anyone!! and I am switching to Direct TV...

    Anonymous 6/8/10 1:04PM

  • Who was the idiot that decided to change the cable programing before trying it out to see if it worked. It's slow, difficult to use and constantly locks up. I'm setting at my computer now because the cable box is locked up and I can't even get a channel.Great piece of work here. I'm seriously considering going to satilite TV. The worst part is that I'm paying for this worthless service.

    Anonymous 6/7/10 6:25PM

  • So, I just cancelled my Time Warner Cable. After my service has been out for 6 days (soonest they could get a tech her) I was given the customary call LAST night that my appointment would be between 8:00 AM and 10:00 AM. I took off work so I could be here. NO ONE MENTIONED ANYTHING ABOUT A 'Call ahead call'. So I end up using the rest room for 10 minutes and MISSED their call ahead call. Anyway, go through the customary 15 minutes wait to speak with someone after waiting all morning to find out a missed my call. They are 'gracious' evough to rescedule that evening (between 8:00 PM and 10:00PM) so I make sure I'm home at 7:55 PM and available. Guess what, their 'Call ahead call' can be UP TO 30 MINUTES before your appointment, just ask them, it's their policy!!! Anyway, the customer suervice girl I spoke with was very matter of fact, that everyone should know this and that it's their ' policy' to call ahead.
    I went back and listened to the message they left me the night before about what time someone would be coming by. Guess what? They didn't mention ANYTHING about a 'call ahead call' in that VM.

    Bottom line, their service has sucked for the past 3 years and I've been too lazy to change it and put up with it, I will NEVER recommend TWC to even my WORST heartfelt enemy-- I wouldn't want to put them throught he pain.

    Don't Like TWC 6/3/10 8:39PM

  • I work for a police department.My cable wire fell in the front of my home so I called Time Warner cable June 1, 2010 told them I need my fax machine and phone services they refused to set an appointment for me until June 3. Unhappy I called the board of utilities he said he sent an email to Time Warner and a tech would come June 2nd from 9am-7pm . I took a day off work waited all day I even called at 4:47 pm to make sure they were still coming they never came. The tech lied and said he came. I now have to wait until June 4th for another appointment . THEY ARE THE WORSE

    Cher 6/3/10 7:08AM

  • Customer service is lousy at best to non-existent. I called to have my payment charged to another account and your service rep was very lackadaisical. He also stated it would take 30 days to change, in the past when I called it was never a problem. I have been a customer for such a long time with automatic payments, it seems you would try to do something for me. Instead of someone reading from a script. ATT call on me all the time offering discounts, not to mention Direct TV. Maybe I should start listening to them. I guess your response is to laugh and give me a hard time. Just keep on playing games and see who will have my account. Apparently you do not appreciate it. Also, why can you not have someone local who might care and not someone out of state who does not give a darn.

    Anonymous 6/1/10 5:36PM

  • Time Warner customer service is atrocious, making the DMV looking like the most customer friendly organization in the world! Time Warner is the only firm I know whose solution to their product (e.g. cable tv) not working not working is place you on hold for 15 minutes and hoping the customer goes away. Verizon Fios cannot come to my building fast enough.

    Anonymous 5/27/10 11:17AM

  • They can't help an existing hearing impaired customer add a service online. Their Customer Service do not have all the tools they need to assist the hearing impaired. They just give a phone number to call, still not realizing that the customer is hearing impaired. When I asked for a physical address I could go to in person, they just give me a phone number to call again. How hard is it for them to understand that I'm almost Deaf and need a street address I can go to.

    kgbmauve 5/21/10 6:24PM

  • Both the telephone and cable install has been terrible--the telephone installer took my long cat 5 cord and left my computer upside down

    swings 5/20/10 5:49PM

  • Oh speaking of Spanish....couple months ago my internet would not connect.I tried cust serv.and I kept getting Spanish.Also when I first got cable,it was cheaper,BUT,I had over half my channels IN SPANISH??? I called a rep and was told to upgrade,and of course PAY MORE,which I did,just to get more AMERICAN channels. Now my bill is horrendous but TW is the only company where I live to offer internet with cable.

    Then last month I called a dozen times and got the robot. I had a modem problem and could not connect to the internet. Well,I paid my one month bill that was 2 weeks late over the phone. Guess what??? Suddenly a MIRACLE appeared...my modem worked and I was online again.

    Time Warner does this on purpose.They don't have a customer service they are greedy idiots who have a sneaky way of getting your money,have no reps to speak to,and if they are really based out of New York? Well,theres your answer! Damn Mafia run business,but in this case,we don't need our knee caps broken,they hit us worse,in the pockets and nothing to give in return but one fricking phone number to call that is maned by voice robots....I am so freakin pissed I cant see streight.

    spirit 5/19/10 7:00PM

  • Time Warner is a big fat joke. I cannot get a live person on the phone? I am late on my bill and want to tell them I can pay the entire bill on 5/26. I try calling but instead of getting a live person,I get a stupid robot telling me to pay and how to do it. I then go to therir web site and I want a live chat.Well I fill out the crap,then they want to download CRAP before live chat? Yet the download is for tcech support.I dont want them in my PC,plus they say this is an experament. I dont want tech support,I want a friggin HUMAN. TW is getting too big ass for their britches. Two months ago I was fortunate to speak with a Cust agent re: my Internet down 7 hours and since I make money online with auctions,I lost 7 hours of auctions. She said they would take some money off the bill. LMAO. I have not seen a deduction. Thank gosh I dont have my personal phone bundled with them,as I asked the rep.if I had their phone service,would it too be down? She said yes. I said,so my house could burn down since I could not call 911.She said,thats correct???I HATE Time Warner AND WISH A CLASS ACTIO SUIT WOULD BE STARTED AS I WOULD BE THE FIRST TO SIGN LEGAL PAPERS. Also,since I got TW,my phone has a constant BUZZ.

    shiloh 5/19/10 6:46PM

  • constuction workers hit my cable line i now have no cable,phone,or internet sevrvice. time warner has been giving me the runaround for the last 6 days i am getting frustrated with there customer service i am about very arngry with them. the fact that no one seems to care that i am a paying customer. they are awful. i wish i had other service providers in my area but they are ones. i am starting to hate them with a passsion.its like time warner cable does not seem to care about thier customers at all. i am seething in anger.

    n 5/19/10 9:30AM

  • They hire people who do not communicate with one another. They do not listen, they speak the party line.
    If I were you folks I would complain to the corporate office in NY at Columbus Circle
    They have a lsiting on Yahoo Finance of who's who.
    Write them - trust me they DO GET BACK TO YOU.Why ??? becasue they do not want these calls and they get you your service.
    They keep prompting me to spanish... HELLLOOOOO we live in the UNITED STATES.
    Sybil

    sybil770 5/17/10 11:29AM

  • I wanted to express my extreme dissatisfaction in working with TWC. In all my years utilizing the company I have yet to have a positive experience. The most recent frustration stemmed from a $685 refund that is taking almost 30 days to be refunded to my account. This equipment was returned to the store where the gentlemen explained that my account would not be debited. However, a few days later almost $700 came out of my checking account. This was in early May. Since then I have contacted 1-800-TWCABLE four times to get my refund...to no avail. Each and every time I speak with a representative I am given different information on when my account will be reimbursed, and how (paper or electronic). I have even spoken to very rude representatives (in the Greensboro, NC office Kyle, Andrea, and Vanessa) and their supervisors who wouldn't even let me finish my sentence. Additionally, I left a voicemail with another supervisor who has yet to return my call! You can't even imagine how irritating it is spending my lunch hour trying to get money back that should have never been withdrawn in the first place (as I was told by the man in the store). I have a mortgage and other bills to pay, but I can honestly say that I will never have another bill with TWC again as I will not seek their service in the future. As a customer service professional myself I understand the importance in customer satisfaction and I am so happy that I work for a company that holds it’s employees to high standards when it comes to our members. Regrettably, I cannot say the same for TWC. I have waited long enough for my refund and will be speaking with my attorney Monday morning. I also plan to contact the attorney general and the BBB regarding this issue.

    TWC_non-user 5/14/10 12:46PM

  • The tech services are not able to resolve problems and only check signal to house. When there is something else wrong it is not solved, such as a bad reciever box.

    barbdav 4/26/10 5:15PM

  • Absolutely the Worst Customer Service I've ever experienced. My original Question to TWC was about a $5.00 increase in my bill, they explained it that I'd received a $5.00 credit the moth before, that's why it's now $5.00 more. In this same email I complained about the Digital Box being Sloooooooooooooooow and the CS rep told me that he didn't deal with system complaints or billing problems that I'd need to contact someone else and Thank You. GeeeeeeeWhiz... what a bunch of Idiot Monkeys!

    Capt. Mike 4/19/10 12:41PM

  • I wish I had read these comments PRIOR to setting up service with this company. I've had service for two weeks, daily issues with the internet connection and unavailable channels "check back shortly". Unfortunately it is on half of the channels in my subscription. I have not recieved any of the literature promised (channel guide/dvr instructions) from either the installation tech or the customer service rep who claimed to have one on his desk that he would get in the mail to me. So very disappointed by this company's level of service and quality of product. I will be disconnecting my service before month 2. I will not recommend this company to anyone.

    happy to disconnect 4/17/10 5:56PM

  • I'm not sure why the TV listings had to change to the new system but to be quite honest it has a lot of bugs in it. It constantly freezes in the middle of changing a chanel, you can no longer access programming for the following days, I lose the picture at least once a day it says it't trying to access the signal whatever that means, along with few other problems that I don't have time to list right now. I should think for all the money we are being charged for this service it sould work at least as good as the old one or better.

    Anonymous 4/17/10 10:24AM

  • I am employed with South Carolina Dept. of Transportation and part of my duties is to call and report service lines that are severed by one of our crews. Well, today I have tried several times to contact a representative to report a cable line cut and was unsuccessful.I understand that there are some technical difficulty issues regarding the phone system. However,I only discovered this AFTER several minutes of meaningless automated chatter!!!! Then when I thought I was about to be transferred to a live rep. this message repeated AGAIN!!! Henceforth,I did not get to speak to a customer service rep! FRUSTRATING!!!!!!

    msfrustrated 4/15/10 11:49AM

  • I was supposed to have their internet connected 5 days ago and have had trouble ever since. Sometimes I have internet, sometimes I don't. We also get double bills for the cable service when we have always payed. Time Warner is a joke. Seems like nothing is done correctly anymore.

    Anonymous 4/13/10 7:53AM

  • I scheduled an appt. between 2 and 6 and called to confirm that the technician would come. I started calling around 2:30 and then again at 3:45. The lady on the phone told me I was next on the technician's list and that he finished the last visit so that he would come any minute. At 5:30 I called again and was told that he would arrive since the appointment was from 2 to 6. At 10 minutes to 6 I called again and was told he was coming. At 6:15 I spoke with Jonathan and he assured me he was running late and would arrive. I called again at 7:15 and I heard a message that my appointment had been rescheduled for another day. I called them today and a woman named Tammy said that the technician wrote that he came to my home at 6:50 and that I rescheduled the appointment. I told her this was an outright lie and she had no reaction to my frustration. This company has the worst service and some of the technicians obviously have to resort to lying to cover their butts.

    Anonymous 4/8/10 7:59AM

  • Help me out here. I am filing a complaint to the Better Business Bureau about Time Warner. If everyone could do it with me, maybe we can do something about this shady company.

    r34appeal 3/30/10 8:50PM

  • The worst ever company, they did not sell me what I asked for and I was punished for it. I joined plan $20/month per international calls, but I did not know TWC did not sign me up althought that was the reason for switching to their service. They did not want to correct it, but instead I had to pay full price for all calls I made.

    Anonymous 3/30/10 12:23PM

  • Like most people gere I am very dissapointed from TW.
    When I signed up for cable and internet I was told that the price is fixed for the life of the account. With the low price and that promise I was very happy untill last month they charged me $15 for "celebrity updates" For which I never signed up, it turned out somebody else ordered it (Different name and adress) but gave my phone number and I had to pay for it.
    Today I was surprised again to find out that my bill was increased with over $30 because the price for their services was "promotional" for one year. Trust me I did not make a mistake I asked the agent three times if my bill was going to change and the answer was always "NO".

    comsworld 3/19/10 1:17PM

  • Actually I'm writing this time because between my husband and myself we have called six times and still the problem exists.

    Late fall of 2009, Time Warner contracted with a company called Erickson to replace cables throughout the poles in our backyard, however, they did not take away the old coax cables and just recently they have fallen so now they hanging about two feet above our yard, on the wires, on the poles and after six attempts to call Time Warner it is still not resolved. The first call was made on 3/8 saying someone would be out on 3/9 to correct the problem; it was not. Called again on 3/10 and someone was going to come out on 3/11; they did not. Called again 3/12 and finally someone told me they were AT&T SO I called AT&T to come out which they did on 3/15. He called me to say they were not their cables and they belonged to you. Once again, my husband called on 3/19 and they said someone would be out on 3/18 but to our surprise they came out today 3/16 however this is what they did - they cut them in half and left half of the cables laying in my neighbors yard (didn't take them with them) and the other half is still hanging in our backyard. So now it's been a week and still has not been corrected. Can you please explain why they wouldn't take your cables? It seems to me we shouldn't have to make six calls to fix something you did.

    Mrs. Delagrange

    Anonymous 3/16/10 9:56AM

  • What a joke. I have been without working cable for five days now and all they can say is that they are working to resolve the issue. Do you think that they will credit my next bill for the week of course not. In my business it isn't my fault when the customers appliance breaks but I still have to fix it. As much money as this company makes you would figure they could hire people that might have a clue on how to operate and repair their own service and prodcuts. And please don't get me started on their insitllation process. Their HD service stinks and the on demand and DVR functions don't work half the time. If anyone is considering choosing time Warner uncapable think twice it's not "the power of you", it's more like the power to screw

    Anonymous 3/16/10 12:48AM

  • I ordered DVR service to self install and was told it could take up to 5 business days to arrive-imagine my surprise when UPS delivered it in 3 days! However whe I opened the box- the stench of cigarette smoke was nauseating and the device itself was covered in sticky fingerprints and disgusting dirt- it looked like it was in a 3 yr olds room and certainly was never reconditioned prior to sending it to me. I called and was given the option of waiting 4 more days and have a home visit-which wasnt possible because -the reason i wanted it to start with was because we were going away- or I could bring it to the local office and swap it out-which is what I did - took off work early because they close at 5 and drove the 20 min each way to get one i could stand to touch-very disappointed that they could ship something so disgusting

    Anonymous 3/12/10 8:57PM

  • We called to have cable installed Tuesday and were told it would be installed on Thursday. The cable guy came by the house and left a message no one home. I was outside in the yard in full view of the cable guy and as I was putting my dog in his pen so as not to disturb the cable guy...he drives off. A message was left on my answing machine no one home...please reschedule. I don't think so!! If they want business..they sure have a funny way of showing it.

    Anonymous 3/5/10 12:55PM

  • Complained from day one & took them 2 1/2 years to get some type of quality to only be disapointd yet again when the DVR didnt record the entire olympics! So we missed the Russian skating final. This happens often in regular shows- along with many other problems, no voice, freezing, voice not matching picture. Be aware to get HD you have to rent their DRV.
    We would change companies, but we are stuck with the association. Have a Fios home and unable to use it.

    Anonymous 2/19/10 2:16PM

  • In October of 2009 I switched to Road Runner over Verizon's DSL. dealing with Verizon's tech support was the tech support from hell, & i refused to sign a contract with anyone ever again.

    we have TW cable for the tv & the price was right for the internet.

    To date I have had THREE technicians out to our house, to try to determine why my internet signal is constantly sporadic. one minute i can connect, the next i cant. this goes on all day, everyday.

    rebooting the modem as they so love to suggest as the "big cure-all", didnt solve the problem either. and i did that myself the 1st time i started having trouble, which was from day one.

    One time i was told it was an outside line problem & the line needed replaced. okay--replace it! they didnt. i called to ask why, TW tells me it doesnt need replaced afterall. translated? "we dont want to be bothered with that much work".

    another tech tells me there's nothing wrong with the outside line, and in fact he could find "nothing wrong at all". and THIS "brilliant" deduction came from him sitting in front of my computer & doing nothing but a speed test.

    HELLO!!! it isnt SPEED i'm concerned about, as that's great, WHEN i can get online & STAY connected! it's the inconsistency of the signal coming INTO MY HOUSE!!! it just so happened when he did the speed test i was getting a signal, so he tells me all is well.

    another tech was very rude; he acted as though i had no clue what i was talking about, until i told him he was not dealing with a computer novice "so lose the attitide please".

    then this same so called "technician" gave me this reason for my inconsistent signal..."well, TW does maintenance in the mornings, so it's probably interrupting your signal". I replied: what part of "this issue goes on ALL DAY & not just in the mornings, didnt you understand???!!!!" and nevermind it was noon.

    today will be the last time i call them & give them an oportunity to get this matter fixed. if not, they can stick their internet where the sun dont shine. so much for their "the customer is very important to us" commercial.

    MrsDG 2/15/10 7:13AM

  • I had Cable service transfered from one address to another. The installing tech did a very good job and did so in brutal weather. The problem began afterward when I could no longer access my e-mail acount, it had been deactivated. To date I have made 7 attempts to get Time Warner's "Customer Service" to reactivate my e-mail acct. I get transfered on the phone to people that don't know what the hell they're doing. The on line chat help is even worse. Since I can't get a response from Time Warner without waiting on hold for > 28 min, and even then I can't get my problem solved, I've decided tomorrow I'm filing a comlaint with the Better Buisness Bureau. If you're getting no where and fed up like me, I suggest filing a complaint. They have to respond to the BBB, they can't blow them off like they do paying customers. Alos my advice, if you have a choice in cable companies, don't chose Time Warner, sadly I have no choice.

    Fed up with Time Warner 2/8/10 8:03PM

  • We have lived in the area for only 2 months and had to have time warner come out 3 times to fix issues. This last time the cable froze up during the superbowl. My girlfriend called them to fix the issue again and the tech. told her that the line outside was broke and it would be 5 weeks until they can fix it. They said that the ground was frozen and they could not dig? I work outside and can assure you that the ground is only frozen on the very top layer. This company is a joke!!!!!!!!!! No wonder all my friends got direct.

    disguisted 2/8/10 11:55AM

  • This is unbelievable! I am a middle-age woman, with many chronic health issues, and was released only a week ago from a hospital stay due to pneumonia. I had a dear friend watching my house,pet, and doing banking/bill pay/etc. for me, but somehow she either didnt see, didnt get, or it got ruined in the torrential rains of 2wks ago, as alot of my mail did, but somehow she didnt pay the cable bill. I did not discover that until on my first day back at work 2 days ago, my cable was shut off when I got home.

    I called TWC, and after getting a bad connection twice, disconnected right as I finished telling my tale to a CS rep, and then getting put on hold and sent to new people and having to re-tell my story, all while taking breaths out of my oxygen tube, but I was granted a 1wk extension. My cable was restored-2hrs later.

    Today, I get home, and it is off, again. So I call, now pretty irritated, and even after speaking with Keith, a supervisor, was told(and I quote): "The extension agreement made by the supervisor on Monday was overturned today, and now you must pay everything before any service will be restored"!! When I asked how, after making payment arrangements, they could do this..without even a call beforehand, I was given an 'Oh-well too-bad-so sad' attitude!

    I basically then told mister Customer Care, what he could do with his service, and unfortunately, after 3+yrs of service, will no longer have cable or internet. I wont have service, TWC wont have whatever $ I owe them-EVER! I already have an appt for DIRECT TV to come install my new system, and am currently looking into wireless data cards, or some other internet option.

    If TWC, or ANY company in todays financial crisis, that they can strong-arm their customers into giving $ they dont have, they are extremely mistaken!! People will make the choice to just do without, or with the plethera of options available, give their hard-earned money to someone who truely understands what Customer CARE means.

    CARE-LESS CUSTOMER CARE 2/4/10 8:03AM

  • 6 days for a typical resolution for a problem with the cable...back to dish this place sucks

    Anonymous 2/2/10 2:06PM

  • I am a client 27 years and am switching to FIOS today because I have made 2 calls and waiting much to long for someone to say they will not be able to send someone to my apt.

    Anonymous 2/1/10 2:13PM

  • I have had Issues with time warner and their RoadRunner since i have had it, they have been out on numerous occasions, I have called in and have been on the phone for as long as 6 hours on day with a tech support in india who could not speak good english, (most times its atleast 1 hours when talking with a phone tech support) I have roadrunner with TURBO, I have the power boost, and still i have extreme slow internet, here's the deal, I know what the problem is because the tech who came out told me, actually several who have came out have told me, the problem for me is there are so many people in my area who apparently have road runner that they had to do what they call 'A Split' of the line, and to accomadate all the people who are on roadrunner in the area, this split is like putting sending 20 people to a buffet that had food for only 10 people, its has over extended itself, there are too many people using roadrunner to accomadate them all, instead of adding additional equipment in the field, they make a split and try to keep everyone on one line, needless to say we have varations in speed, from friday-monday its extremely hard to get a decent speed, tuesday-thursday the speed will fluctuate from a normal fast speed and at 'peek periods' you will always see the speed slow down, and when i mean speed i mean internet connection speed as you go from one site to another,
    They will not give people proper credit, their customer service is terrible, they treat you like you are trying to take from them, and don't let my poor grammar or mispelled words dispell my complaint, its terrible and no matter who you complain too they still will not do anything about it,
    i must say though that i am satisfied with their digital phone and digital cable, its just the roadrunner that they cannot fix...

    NCJEFF 1/29/10 12:21PM

  • Time Warner Cable is the absolute worst company I have EVER encountered in my life. They are unprofessional and incompetent. Here is a list of the problems I have had with them in LESS THAN 12 MONTHS...
    1. I had my service hooked up and a week later it was disconnected because of the company's poor communication. Had to wait a couple of days before it was hooked up again AND still had to pay for the days it wasnt working
    2. My internet has not been working. The repair men came out FOUR times to TRY and fix it--- they couldnt. Yet, I am still paying for it. They only gave me about a 13 dollar reimbursement. That makes a whole lot of sense-NOT
    3. I have ALWAYS paid my bills on time but for some odd reason I received a disconnection notice? I called to make sure my payment was received and IT WAS...
    4. ...SO for the next payment I sent my check 3 weeks before the due date BUT dated the check for the actual date it was due so they would have no reason to give me a late fee or disconnection notice----THEY CASHED MY CHECK BEFORE THE DATE I WROTE ON MY CHECK--WHICH ISN'T ALLOWED.
    5. i have called numerous times trying to get everything sorted out and the customer service employees DO NOTHING to correct the mistakes or compensate for their faults.


    I have never in my life been so irate with a service before--I can assure you that I will not be continuing my service with this idiotic company.

    Cleveland, OH

    Anonymous 1/26/10 5:06PM

  • We had joined with them and when we signed up for the package deal with the premium channels are bill was supposed to be 132.00 per month for 2 years everytime each month this bill would creep up and I would follow up about it and they would use excusses of hidden fees etc now my bill I paid this month was 198.00 with one movie rental on this bill today I will cancel all premium channels I am also going to drop their At&t package and go with vonage you know the good out of all of this is we are sharing this bundle package scam with friends and family

    bundle package poor 1/24/10 8:32AM

  • Time Warner Cable is in trouble. I have been reading these comments and agree with all of them. I, too, was a TWC customer. I went to Direct TV (not much better, more expensive, and they have foreign customer service as well), so my service will be going to Dish Network. My problem was I gave TWC the benefit of the doubt and called to get pricing to come back. I told them that Dish Network was cheaper and was not charging me extra for HD service. The (foreigner) told me to go ahead and go with Dish Network then. Um..yah...I think that comment pretty much sealed the deal. Thanks for nothing Time Warner. You can suck it!

    osukity 1/21/10 3:22PM

  • I love everything about TWC... when it works. Here's the issue:

    I live in Los Angeles, Glassell Park to be precise. I have TWC's internet service, and it works great. It's fast. It's steady. It's just not water proof. See, any time there's rain in Los Angeles, my connection craps out on me. I have to wait for the rain to let up for a couple of hours before I have a connection again. Now, TWC has sent tech after tech to my place, and all agree that the problem is not in my home, but rather it's something to do with the lines, which they always say they'll send an engineer to address. Well, I've been waiting since Oct 2008 (it's currently Jan 2010) to have service during rainy days. The only other alternative available to me is AT&T... and I left them because their service just wasn't up to speed on all fronts. I don't have many options here. TWC, just throw some plastic bags on the lines to keep them dry or something, please.

    Anonymous 1/19/10 2:37PM

  • I called Time Warner cable about my Cable TV and the Internet. Several service reps I've talked to are all very impatient and don't want to assist the clients. It is the WORST service I ever had!!! NEVER NEVER use Time Warner service unless you have no other choice! This is my sincere recommendation! I disconnect my service immediately after I talked to them!

    SadCustomer 1/12/10 1:12PM

  • Awaiting the Orange bowl kickoff. Get to see the coin toss. Georgia tech wins the toss and will kick to Iowa. Cable stations freeze on all my f***ing tv's. Thank You Time Warner...............can you say it's time to switch to direct tv!!!!!!!!!!!!!!
    Can't reach any intelligent humans who speak the native language at Time Warner.

    Anonymous 1/5/10 6:46PM

  • I can not believe the service I have been receiving. Time Warner can not account for $180.00 i paid on my bill in Dec. I have been dealing with this now for over 20 days. I called there customer service again last night 8 times trying to speak with a supervisor no one would pick up. I was on hold 15 min. or more for each call. I then called and asked to talk with the manager, who was to busy to take the call. I have heard many complaints about time warner, and all of the are true. What type of supervisors or managers to you have that NEVER pick up the phone or are to BUSY to take ones call. I don't believe for one min. that Time Warner cares about their customers only their customers MONEY.

    Anonymous 1/5/10 11:39AM

  • Routed to India, did some diagnostics that I had already done on my own, and got routed to a Level 2 Tech in Rochester when my local office is in NYC. The woman in India had routed me to "central New York." I proceded to wait another 20 minutes to be routed back to national. Thankfully the following wait to get to the NYNJ metro area was only 5 minutes. Now I have to replace my cable modem, but there is no nearby "payment center", although some guy is coming to look at the modem tomorrow.

    Anonymous 1/1/10 12:40PM

  • this is the most useless, non responsive group of people I have ever dealt with. I have been trying to get support for over two hours, so I am going to change carriers to something better, which would be anything

    Anonymous 12/29/09 9:04PM

  • I tried to learn about the procedure to disconnct the Tv service. The person I talked to keep on stalling. I had given the guy the name ,address, telephone no and account no. The guy is not satisfied my identity and refuse answering the questions. I think the co is in big trouble. Customer base keep on evaporating.

    Anonymous 12/28/09 9:46AM

  • I was mad at a mistake they had made on my bill when I called Time Warner Cable; and talking to them just got me madder. It took the representative a long time before he understood what I was telling him.
    It was very simple; they over charged me by around $50.00 for services that I don't have, want or asked for. So remove the charges and refund the over payed amount that was deducted from my bank. After about 10 minutes he said he was going to give me credit on my next month's bill. What I wanted was my money back but I guess I will settle for the credit.

    Raul 12/16/09 3:46PM


  • Fort Greene Brooklyn

    I had a altercation with a tech guy after I asked him why he needed to install new wiring. He became extremely irate, kept saying why are you doing this? I was curious about the new wiring because this is the fourth time in a month a techy has had to drop by

    Has anyone else experienced this type of servuce?

    Anonymous 12/12/09 2:52PM

  • This is the ABSOULUTE WORST COMPANY EVER.... They disconnected my cable without me ever getting a bill from them and then when i called customer service they keep telling me that i need to talk to someone else and it just continues on for over an hour now. These people are complete and utter morons when it comes to helping someone. I will never again go through Time Warner again.

    upset consumer 12/3/09 3:22PM

  • This morning 12/3/09, there is no cable service in Astoria, Queens, except the Queens Community Service Channels.

    If there is a service are outage problem, there should be a notice on their website.

    After numerous attempts to call via telephone service number, all I got was a constant busy signal.

    The alternate numbers in Manhattan are also busy.

    Horrible service response.

    Zanziguy 12/3/09 6:14AM

  • Time Warner cable is no different than Bill Gates / Microsoft. They have run all the competition out of business. Therefor, keeping 100% of the market. If you have a satelite where it's available then your good and god forbid if you need their Road Runner Internet. If you can't have a satelite then you stuck with TWC. Even If you bypass them to find another provider they are either an affiliate or won't even compete with TWC. There internet is not even close to spec with true (HSI)High Speed Internet. They constantly screw up your billing, Overcharge you, then you don't get equal valued service. No one on the other end of the phone knows anything. Customer Service sounds like they would rather be asleep or getting their hair done or playing golf, they are Unprofessional. In a nutshell TWC knows they have you buy the Keesters and don't care otherwise. Someone needs to start a home page called timewarnercablesucksass.com. Do yourself a favor, Get a satelite if you have a clear line of sight either (DirecTV or DishNetwork)really either one is great. Don't believe all the hipe about no signal when it rains or it goes out when its cloudy! Or if it snows!!! Bull...If the satelite is properly installed (by a Liscensed tech from the DTV or Dish and signal is adjusted accurately,and your cable in your house is of quality, you should have no issue other than some wear items. Get a satelite, cellphone,instead of TWC. As a last resort only use there lousy HSI. AVOID TWC AT ALL COST!!!!!!!!

    Anonymous 11/2/09 3:12AM

  • These people do absolutely NOTHING for you! They are rude, nasty and have no idea what they are doing. They transferred me 3 times to the wrong number and after being on hold for 13minutes each time waiting to speak to a human representative, they told me I was transferred to the wrong department. I finally got a right phone number to call to only yet again be transferred to a nasty representative. When I asked to speak with a supervisor I was put on hold for 10minutes and the representative got back on the phone only to tell me she was transferring me to tech support, I did not ask for tech support I asked for a supervisor!! The supervisor finally got on the phone and referred to herself as Mrs. Gomez, excuse me but unless you are going to refer to me by mrs. ___ and not by my 1st name then we can play that game. Do not make your customers feel less superior by referring to you as mrs. That just does not work in my book. Customer service absolutely sucks! Anytime I need to call time warner I cringe because I know its going to be an hour long phone call with useless results. Moral of the story.. TWC expects you to accept the fact that their service is not 100% and if you have issues with phone, internet, cable to basically just standby til they get around to you. I am beyond done with this company! They will not get one more dime out of me!! Beware of these scammers!!!

    magnumforce154 10/30/09 3:30PM

  • I am hoping that this entry will attract the attention of someone at Time Warner Cable who may possibly be able to help this company make some positive & very necessary changes to their business before their customer service department inevitably contributes to their complete & total failure.
    I am sure that there are some very competent people working in this department, though I have never had the privilege to speak to them, I have always been connected to the most incompetent & rudest of employees! My family chose Time Warner as our cable provider due to the fact that they have always had a very good reputation for good service in our area.
    I have been pleased with our service, however, the initial installation was somewhat expensive...costing us $389 just in installation fees...another $105 for rate & tax fee & a prorated fee of $103. Our total bill ended up being in the ballpark of $500, which was greatly more than I had anticipated. After paying the balance in full, it seemed that our bill was due immediately thereafter, so after some questioning of my bill by some of the rudest customer service reps I have ever had to deal with, as well as highly uneducated about their job,I realized that Time Warner Cable issues their statements for the following month 3 days after your current month is due! Therefore, the customer seems to always carry a balance unless it is paid immediately upon receipt! This type of billing process is not only ridiculously confusing to the average customer, but absolutely not feasible in today's turbulent economic state.
    I truly hope that this comment will reach someone within this company who truly cares about the well-being of their employer and that something will be done to remedy the extreme problems Time Warner Cable has with their customer service department as well as their billing system.

    Anonymous 10/27/09 3:11PM

  • Well I didnt think I would ever be on a website reporting something like this about a company...But Time Warner Cable is a freaking rip off...About 2 1/2 months ago me and my wife moved into my fathers home because he passed away and noone in my family wanted to assume the responsibility..So we wanted to get the best service for the smallest price, so naturally we thought that Time Warner would be great since my father had already had their service before anyway...SO we get service in my wifes name, and everything is smooth sailing...2mths go by, our bill is 246.00 dollars, and some change...NO biggie right, so we pay it...Well one week later, our service kept getting an error message on our tv screens saying "channel will be available shortly"...So i call and have a service tech to come out and assess the problem..He tells me that I needed new equipment, he acts as though he is going back to the office to pick the new equipment up and leaves with my cable boxes...All of a sudden he calls me and says" there is a customer service issue that needs to be handled before I can come back out...I call customer service and they tell me that their is a previous bill owed from my address, that didnt belong to me...But before services would be restored at my address, that bill had ot be paid! All of this after I have taken off of work, and not even mentioned when we set the service up! Never could get a supervisor on the phone, left on hold for a 4 hrs each day for a week, and got hung up on twice, and the supervisors never returned my call. Nobody has returned my call still to this day....I have told everybody I know who as this service this, and anyone who is pondering getting

    desotoparents 10/24/09 11:49AM

  • No doubt, the absolute worst customer service EVER! I will never use this company for any service again, and what's funny is, the guy who came out to install our internet service talked about how awful the customer service with Direct TV is!! When Direct TV came to our home, they arrived 20 minutes early and called prior to the appointment time to say they were on the way! Time Warner was supposed to be at my house by 12:00 (Noon), showed up at 7:30 pm! When I called Time Warner to find out what time (or about what time) they would be arriving and called me a liar on the phone and refused to help! My phone service goes out all the time, every customer service number you call winds up being transferred to atleast 6 different offices/departments! So I wind up wasting my cell phone minutes!

    Anonymous 10/22/09 8:30AM

  • Time Warner in San Diego, CA is the worst! And you don't have the option of going with another company, they have a lock on my neighborhood. Soooo expensive and the cable has gone out twice this week. Both times they wanted to make an appointment to send someone out, even though it was happening to EVERYONE that has their "service". I'm thinking about just canceling and living without tv for awhile!

    Anonymous 10/16/09 2:10PM

  • Time Warner keeps on raising my bill in dallas, texas. I just moved apartments and they even charged me a $19.99 fee. I called and couldn't get no where with the stupid employees. Last year i was paying $81 for cable/internet and then it jumped to $93 and now its at $101. I am just debating on not having internet or tv at my apartment anymore as its just getting too expensive. Now since my move, my tv is always blotchy and locking up in the middle of a sports game or something so I will be calling them one last time and if i cant get through or get a answer then my service will be terminated and i wont just have it with no companies as i think there all like this and try to take advantage of there customers.

    Anonymous 10/13/09 8:53AM

  • I called to cancel my home phone service and they told me that in order to do that I needed to bring in my modem. Customer Service, what a crock. Time Warner Cable has the worst Customer Service I have ever seen hands down..

    mm 10/10/09 10:20AM

  • If i had an option,I would never use this company.Hard to get help ,

    Anonymous 10/7/09 3:26PM

  • I have experienced the worst customer service regarding attempting to set up a new account with Time warner cable. I began the process one week ago wanting to get cable acct. set up for my business. After confirming that I wanted the account set up, I waited for a call to be returned to me. This did not happen. I called and was told operations were closed on that Friday evening. On Monday I atempted for two hours to talk to someone who wasn't trying to sell me a security system. I was given over to countless residential account reps, patched to different accout reps in other state and finally had to send myself in as a referral through B class web site to receive a call back to establish an account. After reading all the other nightmarish stories below, I'm most likely going to go with a dish? At least their willing to talk with you to get you to spend your money with them. Time Warner needs to look at its struture of customer support, it's the worst I have ever experienced.
    Regards
    Just trying to spend money with this company....

    Anonymous 10/5/09 12:11PM

  • do not pay time warner with your credit card,because if they over charge you, they will not put funds back in your bank, they will give you a credit on your bill. also any NSF CHARGES THAT RESULT FROM THEY OVER CHARGING YOUR CREDIT CARD, THEY CREDIT THAT AMOUNT TO YOUR TIME WARNER BILL. THIS COMPANY SHOULD BE REPORTED TO THE ATTORNEY GENERALS OFFICE. THEY ARE SOLID ROBBERS. DO NOT GIVE THEM YOUR CREDIT CARD NUMBER. THEY OVERDRAFTED MY SONS ACCOUNT BY 140$ AND AFTER 2WEEKS THEY PUT THE CREDIT ON HIS TIME WARNER BILL. THEY ARE ROBBERS.

    SORRY I USED MY DEBIT CARD 9/24/09 7:51PM

  • Hands down the worst experience I've ever had with a company. Not only did we sign up for $24.99 per month package and then get billed double installation and $50 a month instead (never resolved), but the tech support is a joke! I mean, a couple of them are smart but refuse to lift more than a finger to fix a problem. Oh, heads up for people deciding whether or not to go with TW or satellite: Time Warner implements BANDWIDTH SHAPING! This meaning that people that stream videos or game will have to find new hobbies. Avoid this company at all costs! Seriously, I'm switching the satellite! If their cable goes down during thunderstorms too then whats the difference?
    98kb/s!!! are they pulling my leg?

    Anonymous 9/24/09 7:24AM

  • DO NOT TRUST THIS COMPANY!!!!!. When we frist open ur account they said we were going to pay one thing , in ur frist bill we alnost got charge 3 times what the said we were going to pay. After calling custumer service few times . No help no resulution . Worst cutomer sservice ever

    Susel 9/24/09 6:50AM

  • Awful service all around. It seems that their customer service people are trained to be rude and useless.

    upset customer 9/22/09 5:39AM

  • lously service for internet.billing sucks.
    can't get any answers when you email them.
    i am looking for another internet provider, but after looking on their websites, all of
    them have complaints against them.

    don b 9/9/09 7:22PM

  • Definitely wish I had another option. I hate Time Warner, but its either Time Warner or DSL. Their cable TV quality (if you have cable cards) is just as bad as their internet service.

    I pay them well over $150 a month with the TV and Internet services but it's worth more like $0.0001 a month. Extremely unreliable and STUPID customer service reps. If you have another choice avoid Time warner at all costs.

    vinod1978 9/8/09 10:13PM

  • I am so tired of spending my time and cell phone minutes to call this horrible company to let them know that our internet service doesn't work properly! A supervisor was supposed to call me on August 28th, he called, left a message with his name and phone number, I called him back only a few minutes after his missed call, and a couple times since, it is now September 8th and I haven't had one single phone call returned from him, these are the people you go to when the regular customer service reps can't help?! I finally got a hold of a representative tonight who couldn't have been more helpful and nice (almost to the point of irritation) only to be told by the supervisor that got on the phone after her that she shouldn't have credited my account! What part of my internet doesn't work do they not understand?! The supervisor basically told me that unless you keep calling to complain, and they open a ticket and send someone out they WILL NOT credit your account, even if your internet isn't working! We have our third service call coming out this weekend, they've already tested the lines and installed a new modem, we'll see where it goes from there.

    lmcbee2 9/8/09 7:24PM

  • Dear Mr. Adler,

    Hopefully, a person of your importance could help me get my little laptop working again. After years of complaining about a modem u install they finally came and replaced it. Without my asking they also installed a security code for my primary computer and my laptop. Unfortunately, the code does not work and after spending 50 minutes with 3 different techs asking the same stupid questions asked each time I was still without relief. Today after 2 calls and 25 minutes of wasted time I was still without a time for a tech to come fix my machine, but your agent said that they would personally call me back. Of course they never did, but I did receive an automated call to tell me they were coming. Naturally there was no time given. So I just called again and got the same run around. I explained to your rep that I spend 2 grand a year and I could buy a similar service from other companies. Now I know that is a paltry sum to U but enough of us $ 2,000.00 customers drop your service could eventually hurt. All I wanted was for them to remove the code and now 3 days later I still have the problem. Would u like to solve it.

    merill 9/8/09 4:43PM

  • i pulled up my bill this past weekend.
    you had a balance of 2.o3. then i look
    again and its 37.00 and a few cents. i pulled
    it up again tonight and now you say i owe
    71.00 how in the world do you keep your
    books? this is totally confusing. i am afraid
    i'm going to make different arrangements
    before i go thru this again.

    donald babson

    Anonymous 9/1/09 6:19PM

  • Due to my employers cut backs I have to make cut backs. I called customer service on Friday to downgrade my cable package a bit. They said a person would be out on Monday to make the changes. He showed up on Saturday and completely shut off everything except roadrunner. They didn't even come to the door and get the cable box and remote. I'm still paying for basic cable and roadrunner. Now they're sending another person Monday to make the change and to pick up the box. What a waste of resources on time warner's part. This reminds me of when ADELPHIA still ran things!!! In the ground.

    Frustrated in ..... 8/29/09 6:47AM

  • DO NOT SIGN WITH TWC... CUSTOMER SERVICE IS UNORGANIZED, THE ONLY THING THAT THEY CAN DO CORRECTLY IS SEND YOUR BILL. YOU WILL BE BETTER OFF WITH DISH NETWORK.

    MrsTez 8/28/09 6:48PM

  • TIME WARNER CABLE SUCKS!!! HIGH PRICES AND BAD SERVICE!! WHEN I GOT THE INTERNET THROUGH THEM THEY FORGOT TO MENTION ALL THE HIDEN FEES AND EARLY TERMINATION CHARGES BECAUSE THEY DIDNT EXPLAIN THE DETAILS EVEN THOUGH I ASKED ABOUT ALL THE THINGS LISTED ABOVE! DO NOT CHOOSE TIME WARNER CABLE.. VERY DISAPPOINTTING!! AND RUDE CUMSTOMER SERVICE REPS!

    IHATETIMEWARNERCABLE 8/27/09 11:21PM

  • very difficult to get through to customer service rep. did not install the correct package, spent 1 week trying to get through to ask engineer to complete work order - of course, my payment has gone through. Very frustrating experience switching over from RCN and AT&T due to moving to new building. Would not recommend Time Warner for residential services.
    8/26/09

    Anonymous 8/26/09 4:46AM

  • Worst customer service I have ever received. Signed a two year price lock with them and tried to transfer my services after a year to finish out my price lock but they had already disconnected my services (because I had moved out two days ago) and would have to sign another two year contract in order to not be a charged a disconnection fee and to not have to drive 30 miles to return my equipment. When asked why they didn't contact me to ask if I really didn't want to disconnect my services I was told "its not our job" and your right it isn't, but it would be good customer service especially when it terminates someones contract.

    Anonymous 8/18/09 11:45AM

  • I have had nothing but issues the past year with my rates. They keep fluctuating by $30-$70 and no notification as to why. I had things changed again March and come to find out they never kept me in the rate and started deducting more again out of my checking account. Took calls upon calls and lots of time I don't have to FINALLY get it resolved again. It shouldn't have to be so hard. Frankly, I am really surprised that they are not working harder keep their customers happy in such a struggling economy. Still contemplating switching services.

    gamgirl31 8/12/09 1:14PM

  • Worst company ever. Service is constantly out.
    Prices charged are too high. Calls to customer service take hours to answer. Service call Appts. are cancelled after the tech claims no one was home, even when we were in our front yard all day doing yard work. They were not even on our street. This industry needs to be Federally Regulated.
    BTW.. I am a Time Warner Cable employee.!!!!!

    Bart P 8/5/09 2:54PM

  • My service can either slow down to nothing or completely go out. They always talk down to you and read from a script (even if you initially say that you already tried turning off your firewall, delete cookies, connect directly to the cable modem). They exhaust every possibility of blaming on the customer's computer (which granted, it probably is most of the time, but when you at least sound like you know what you are doing, that possibility should go out the window). They also tried to sell me upgrade. Not sure how that solves a bad connection from them. Turned out a couple times that the wire to house was loose. First time the guy just plugged it back in. Second time, tech commented on how bad the condition was to the point where someone shouldnt allow it to just get passed up.

    ChuckLez 8/5/09 12:57PM

  • without question this is a candidate for the worst company in the world. Hold times are endless, and must be endured with endless commercials for time warner. It is virtually impossible to get a supervisor on the phone without giving information no one has on hand from drivers license number on down. The voice mail is set up to prevent you from reaching a person. This company does not deserve to be in business.

    Anonymous 8/5/09 12:25PM

  • you guys have the worst customer service.
    i was on hold for over an hour.
    and the laday i spoke to was of no help.

    how are you going to raise the price whenever you feel like it?


    28.76 raise your out of your mind!

    Anonymous 7/29/09 11:04AM

  • I MUST HAVE ACCIDENTLY GOTTEN A REP SO HE REALIZED HIS MISTAKE AND QUICKLY PUT ME ON TERMINAL HOLD.....

    doc 7/14/09 11:23PM

  • Yes they suck. Everyone knows that when you grow to this size ANY company has serious Customer Service issues. They need to pay their lower regimen and middle managers more so they can attract peeps who care and understand a thing or two about accountability.

    Anonymous 7/13/09 1:26PM

  • they keep billing me for service i havent had for 8 months and can never talk to a person to resolve this. Today i have been on hold for well over an hour.

    Anonymous 6/18/09 11:57AM

  • they are the absolute worse; as prices go up service gets worse; HDTV is supposed to enhance your tv experience;instead you get disconnected service; frozen screens;and DVR malfunctions

    Anonymous 6/17/09 9:45AM

  • this is very shotty service. it wont let me cancel my account . they just want my money and i need it.

    trommwwatch 6/15/09 1:43PM

  • Time Warner the WORST company...but I have no choice in my apartment building. My cable TV has been out for a couple of hours (THIS TIME!) and the lines at TWC are busy...a few times I thought i got connected then I got disconnected. I cant get an answer from ANYONE as to when this will be fixed.

    THE ONLY good service I ever got from Time Warner is when a repairperson named DEMETRIUS came to my house to fix the internet/phone problem. He was GREAT.

    But the telephone service sucks....and a few times they've been REALLY RUDE to me, especially when they realize I dont know a lot about the cable stuff. (I MEAN REALLY RUDE...then THEY disconnect YOU and then never call back).

    I just wish I had another option. Fortunately right now my phone and internet works.

    Anonymous 6/13/09 12:08PM

  • i am the same person that just commented. Can you believe I just called customer service?! and what did they do? they put me on hold and hung up. those FIOS commercials are beginning to intrigue me more and more.

    Anonymous 6/5/09 3:06PM

  • Worst customer service i have ever had to deal with in my life and the worst internet service provider. If you have a choice, dont go with time warner cable. Get it together TWC or just go out of buisness please.

    Realist 5/1/09 5:35AM

  • time warner calbe has the worst service for the highest price

    styles 4/6/09 6:36PM

  • Very slow internet and paying $47. Difficult to contact a human being to cancel the service.

    saintalex 2/26/09 10:02PM

  • Yep. Amen to all of the comments posted. We had to get our congressman involved to resolve an issue. Maybe other people should complain to their representatives and see if they get results. The only other way to get their attention is to use other companies. When their profits hit the skids, maybe they will take better care of their customers.
    If not, they will dry up and go away like most other poorly run businesses.

    Anonymous 2/23/09 3:58PM

  • all i wanted was a 1-800 number so i could talk to a real person to answer my questions and i can not find one any were.....it just sucks that this is the only cable company that i can go thru for were i live.....

    Anonymous 1/16/09 8:10AM

  • The "customer support & help" page on TWC's website asks for my provider, state, city, and provider (apparently a different question). When I select the appropriate popdowns and click "apply", I am promptly taken back to the exact same page to answer the same questions, ad infinitum...
    Q: How do you keep a fool in suspense?
    A: Direct them to Time Warner to get customer support.

    rmattice1 1/13/09 4:33PM

  • It is an indication of your commitment to service when the only number listed on this web page is no longer a working number. Last week while contacting T W about an internet issue I was disconnected four times whle speakind to four differnt "helpers."

    John 1/12/09 12:30PM

  • Well this was fun. I was given no help except to call my local number. I think they should have realized I tried that already with no results. Phone is busy????
    Kind of makes you wonder what all the problems are that you can't get through.

    barbnodishes 12/31/08 10:34AM

  • Time Warner! What a joke! I have been trying for several weeks to subscribe to TW and it appears someone that once lived at my address in 2004/2005 beat TW out of some equipment. Now I am being held accountable for the debt and was told today: "Don't you get it lady....you ain't getting Cable until you pay the bill!" I provided proof of my residence in 04 & O5 so TW added another stipulation...A lease agreement and then after I prove that I will need to include utilities and after that they said they would think of something / that I was never going to get cable at this address! WOW! I wonder if I don't have some legal recourse?

    Leavenworth KS Lady 12/17/08 12:43PM

  • TWC appears to go out of its way to discourage customoer service contact. It took me 15 minutes on the internet to find a phone number. I always wait on hold for a minimum of 15-30 minutes. Recently, including yesterday and today, I could not even reach a live person. They're making billions of dollars a year with shameful "customer service". This is one reason why other industries are regulated by anti-trust legislation. Cable companies are not. TWC is the only cable game in town. They are horrific.

    Anonymous 11/27/08 10:49AM

  • Business Services: 888 872 2189

    not sure why it is so damn hard to get in touch with their sales dept. Sometimes I feel like I can't GIVE money away.

    Anonymous 11/11/08 3:09PM

  • We pay on-line. Several months ago Huntington Nat. BK. issued a check that your company did not cash. We did not find that out for a couple of weeks. Huntington canceled that one and issued another which you did cash. We are still getting notices for the payment and late fees. Your only comment was "They did not know who it was from." Even though our name and address is in large print on the check. Not all but the majority we spoke to were not friendly and helpful. Stephen and Inger Boggs

    Anonymous 8/18/08 12:28PM

  • Submit your comment >>
  • We have been having problems with our TV and our phone service. Lately it is an on again, off again thing. When I call TWC they instruct me on what to do and they even sent someone out to check out our entire set up....at no charge. This is service with a smile folks.
    Since this heat wave hit here in upstate NY we noticed our phone and TV are acting up again. I'm not sure it is the weather or just something that needs tending to. My husband is a heating and HVAC technician and lots of electronics don't do well in this extreme heat, plus everyone out on the roads is doing their best to make everyone happy.
    Yelling at someone or calling them names does NOT help the situation. You are yelling at people who are there to help you out..........they did NOT cause the problem...yet they are willing to help you at all hours.
    TWC to us is the best choice, but we understand that they are only people too. With the world in such a mess, the economy etc. why not just be nice to the techs. They are there to help you, the consumer.
    The old saying is: "You can gather more bees with honey than vinegar". Maybe if we are nicer to each other then the world can get back to being a nice place.

    We will contact TWC about our problem after this weather breaks. I have talked with others with the 3 in 1 package and they are experiencing the same spotty outages. We prefer to read a book than to yell at people just trying to do their job.

    Thank you,
    Dennis & Mary Furey

    Dennis & Mary Furey 7/16/10 11:34AM

  • I unlike alot of the other customers are highly pleased with the trio package i get 2 DVR's home phone that i can call anywhere in the US an Canada my full internet no dial up BS its the turbo wireless an it is absalutly the best i have ever had it is faster than any service I used in the past an theres always someone there to answer any question i have 24\7 I love it an unlike my mother who uses dish network my cable sevices are never interrupted by the weather if it rains my moms dish network goes out my cable works no matter what the past few days its been kaos with the thunder storms an lightning an not once did we loose our service I love Time Warrner there will never be another service in my home great work TWC my kids love yalls service also they never loose there Disney channel or there nick also when my DVR fell an broke it was a okay they told me bring the broke one an they will give me a new one same day so just cause some tech's suck dont blame the company they get an A++++ from me and my family!!!LOve your service Time Warrner keep up the great work

    Mindy 6/27/10 11:33AM

  • Today, I had avery pleasant experience!!! I had my Cable Box replaced by a repaair man named " Brian" Thia is the second time I've had Brian ( for different reasons). He is courteous, polite and eficient. He solve the problem and corrected it with the utmost efficiency. Thank you Time Warner!!!
    Sincerely,
    P. Martinez M.D.

    Anonymous 6/17/10 2:46PM

  • Well after my two negative posts both signed by me,Spirit and Shiloh,I received an email from Katrina,and she read my ranting posts and said she would take care of my situation.:) Lets just hope it is not lip service.

    spirit of shiloh 5/19/10 9:33PM

  • i had trouble with my tv remote. called for tech support and the service was great. thanks again to time warner.

    Anonymous 4/17/10 12:26PM

  • I wish to comment on the excellent service provided by your servicem technition, Ben Compf. We had a primary telephone outlet in our family room which served as the ideal location for our answering mchine. The phone line failed after serveral intermittent failures over several months. He was able to diagnose the problem and quickly restore the outlet to use. He also ws very pleasent ans curteous. You should be proud o the way he represents your company. His example make us happy to be customers.

    kellyandykay@aol.com 4/15/10 11:16AM

  • Yesterday we had a tech come out to our home, I think his name was Terry, his number is 850, anyway, he was wonderful. Restore our faith in human kind. Unlike all the other techs that have been here, he did what he should do and now I may keep my cable service. My mother is having the same problems and I told her ask for him, I know that I will.

    cbrewer2@kc.rr.com 4/8/10 12:53PM

  • I recently had the pleasure of dealing with Eric Jahn a service rep for Time Warner. He was out standing,He is very knowledgeable and he saved me money. He is an asset to your co. I wish all service reps in general are as capable and friendly as he was. My sister was at my house when he was there, she was so impressed with him that she made an appointment with him to switch all her services to Time Warner!!

    jamodeo 2/27/10 8:26AM

  • I had a very good experience to night with Laressa Jordan; she is the only agent that was very helpful and informative. I have an ongoing problem with TWC on my IOP and cannot get a supervisor to help for 6 days,but i was fortunate to get laressa on the phone and Floor supervisor Yohani. Even though my problen has not yet been solve at least I had some reassurance.

    Heather 2/26/10 9:38PM

  • I want to commend Time Warner Cable on the excellent service that I and my wife received on January 28th. Josh, the Technician was very customer-friendly, informative and knowledgeable about installing our high definition units. He went above and beyond the "call of duty" as he graciously assisted in taking of our wall-mounted television, fed new cables and lines in the wall behind the TV, and then stayed and explained all the features and methods for resolving any future concerns. Please extend special THANKS for his wonderful assistance - very much appreciated! Steve & Sue Thompson

    Anonymous 1/29/10 8:41AM

  • Time Warner Cable provides excellent TV, phone and Internet access at a great price with no contracts to lock you in. HDTV service is free. The personnel are knowledgeable, courteous and professional. If I ever have a problem, even at 3:00 a.m., I get a person and a solution or an appointment for a tech to come to my house the next day with no charge for support or repair. They even gave me an HDMI cable when I switched my regular box for a high definition box. I never have billing problems. I wish I got this kind of great service and support from every vendor I use.

    Tom-NYCAP 1/27/10 8:18PM

  • I just had an AMAZING customer service experience with Time Warner. Yep, I said it...AMAZING. First of all, I didn't have to wait more than a minute for the rep to answer the phone. He was totally professional, asked all the right questions and had me booked with an appointment to have a technician come out to my house within no more than 4 minutes. All in all, the most hassle-free customer service phone call I've had in years. So yeah, AMAZING.

    Anonymous 11/6/09 8:48PM

  • I've had great experiences with Time Warner for the past seven years. Most recently, their sales department kept calling me and not leaving messages (minor annoyance). I called back and the representative told me there was a promotional price on internet service in my area. When I agreed to this and tried to set it up, the story changed and the promotion was only for new customers, not existing customers (MAJOR annoyance). I called customer service and, within minutes, I had the promotional price applied and a credit on my account. It's simple - if you're nice to customer service people, they're nice to you. Time Warner has great services and competitive rates, and free tech support is always a plus.

    Jillybean 11/3/09 2:36PM

  • After having experienced a very poor service visit I must say I was able to e-mail customer service and received a very prompt phone call from an efficient rep who listened to my complain and proceeded to do what was necessary. I was very pleased to be contacted by Miss Johnson and I commend her speed in returning calls. Service is the only competitive tool all service companies have, they need to keep it VERY GOOD!
    Thanks Time Warner, Anna Maria

    Anonymous 8/12/09 6:06AM

  • I WOULD LIKE TO CONGRATULATE YOU ON THE SERICE REP SENT TODAY TO CORRECT A CABLE PROBLEM I HAD.

    VERY KNOWLEDGEABLE, AND PROFESSIONAL.

    WELL SATISFIED WITH THE RESULTS.

    A HAPPY CUSTOMER

    ELMER HARBRON

    Anonymous 8/11/09 8:09PM

  • Time Warner Cable customer service reps and on-site technicians have always been superior! Please keep it up. Ronnie helped me last Thursday and he couldn't have been any more patient and helpful. Other companies should take note of the excellent service I have received from TWC

    alh 8/9/09 6:45AM

  • Excellent customer service. Fast, knowledgeable, polite, and patient. They always work to solve my issues even when it means having to use out of the box thinking.

    Anonymous 8/5/09 10:29PM

  • I would like to compliment the customer service representative and the technical person who solved the problem. I was amazed by the way the customer service representative listened to my problem on Sunday morning, May 10th. We had a power outage on Bartlett ave in Pittsfield, Mass. The electric company stated that the problem was on our street, but not our house. he stated our problem was a tree that fell on our cable line and lowered it to driveway level. I called to explain the situation and the first representative told me I had to get a tree service to remove the tree and then they could help. I gave him the land line number and then remembered that the electricity did not work so I called back to give my cell phone number. I got the most understanding representative who took the time to really listen to the problem, try to figure out how to help and under what category the problem should be listed. She asked me to repeat the problem so that she clearly understood and then assigned a technician to come to my home. His name was Jim Kracka and he spoke with me about the wiring, explained what had happened and how he was going to fix it! i must say I was amazed at his knowledge as well as her understanding that I really did need help. Thank you for a positive experience with your company! Everything is fixed, in good shape and was reponded to in a professional manner within an appropriate time period!

    bende 5/11/09 3:50AM

  • One of your people visited my home this morning in response to a problem I had reported.

    I was really impressed with this person who immediately identified and corrected the source of a repeat problem that I've been experiencing for some time.

    I'm very sorry that I do not have the employee's name, but he was here[30 Howard Hill Rd Candor,NY] at noon today.

    Glen 4/7/09 4:45PM

  • the best time to call these ppl is from 1:30 to like 3:30 cause they propabably jus had lunched rarely anybody calls at that time so less time on hold and the ppl who work on those shifts are kinder and more willing to help. Everytime i get what i need to get done easily and quick.

    Anonymous 12/29/08 11:39AM



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212-364-8300
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  Company News  
Time Warner Cable digs in on segmentation strategy
On the customer service front, Signature Home is truly a best-of-breed effort that combines a 24/7 customer service team, which Time Warner Cable calls ...
Time Warner Cable Keeps Making My Favorite Channels Digital Exclusives
Time Warner's customer service had no explanation, and are truly sorry for our inconvenience. There is no new channel taking BBCA's place - it will now be ...
New Time Warner Cable location is now open in Cheektowaga
When customers walk in they are assigned a number and assisted by the appropriate customer service representative in the order that they arrive. ...