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Time Warner Cable

Customer Service Ratings and Comments

Time Warner Cable is ranked #83 out of the 219 companies that have a CustomerServiceScoreboard.com rating with an overall score of 45.52 out of a possible 200. This score rates Time Warner Cable customer service and customer support as Disappointing.

NEGATIVE Comments

68 Negative Comments out of 79 Total Comments is 86.08%.

POSITIVE Comments

11 Positive Comments out of 79 Total Comments is 13.92%.

Issue Resolution

Reachability

Cancellation

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Product Knowledge

Disappointing Overall Customer Service Rating
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  • 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 >>
  • 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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