Time Warner Cable Customer Service

User Reviews, Ratings and Comments

Time Warner Cable customer service is ranked #395 out of the 629 companies that have a CustomerServiceScoreboard.com rating with an overall score of 31.51 out of a possible 200 based upon 1226 ratings. This score rates Time Warner Cable customer service and customer support as Disappointing.

NEGATIVE Comments

1,156 Negative Comments out of 1,226 Total Comments is 94.29%.

POSITIVE Comments

70 Positive Comments out of 1,226 Total Comments is 5.71%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Submit your comment >>

Viewing Time Warner Cable customer service complaints
1 - 25 out of 1,156
Next >>

I am very dissatisfied an disappointed in the conduct and service of TWC . Today I gave them a $75.00 setup fee for cable/internet and scheduled the installation for this weekend I received a call 1 hour later informing me that I owed them $80.00 from a debt 20 YEARS AGO and my $75.00 will be applied towards that debt, mind you I dont even know if its true, I felt like I was robbed by gun point. TWC's displayed horrible ethics, morals, and values showing you concerns for its customer. I will never use or support TWC's services and will suggest to anyone I know now or in the future to do the same. P.s. in the pass 20 years I have used twc a couple of times at different locations and owing a 20 year old debt was never brung up. Once again TWC has left me dissatisfied and looking for another provider.

disappointed 5/18/13 7:29PM
Time warner cable service leaves much to be desired. Sure, if you call and complain, they're ok about responding to your specific complaint. However, I should not have to call on a weekly basis just to get the cable and internet to work correctly. The cable cuts out weekly and god forbid you want to watch something on demand. The box reboots after every couple of shows. I have returned 4 boxes in the past year due to issues. Why can't they just make it work without all the hassle?????

Anonymous 5/18/13 4:30PM
My comment focuses on two companies Time Warner and Insight Communications.
Recently the two have joined together and Insight contacted us to say that our phone service needed to be updated to digital.
We bundle and only have a land line so that in case of emergency we can get help as we have two small children in the house.
The changeover was scheduled by Insight between 8am and 10 am today. We were called to be informed our installer would be running about a half hour late. He did not arrive until 11:30 am. It took until 1:30 pm for the install to be completed and only then was I informed that the new service since it was on a router would go out if the power went out. Something that would not normally happen on the other phone line we had. Apparently a backup battery was supplied with the new boxes at first but now is not being supplied. I called Insight and after being lost in the phone system for a while spoke with a man only called PJ. I told PJ that I wanted the battery backup and he basically told me that it was not necessary since cordless phones would not work in a power outage. I informed him that I had a hard line (one that was mounted on the wall) because I realize that cordless does not work when the power was out. He then checked with a supervisor and came back to say they couldn't help but he would credit us 50% of the cost of ordering the backup battery. I informed him that was unacceptable since this was not a service we requested and that if equipment was being provided it should be ALL the equipment that made the system work properly or as well as we had. He then told me it was their policy and procedure. I love policy and procedure especially when it is used to try and fleece people out of what is supposed to be theirs. I asked to speak to his supervisor and although PJ never got me to him came back to say he would credit us the amount of the battery backup but I would have to order it myself. That was fine since I didn't have another day to waste waiting for someone to come out and bring one plus put it in. Then I had the thought of asking if there was a shipping charge? Why yes there was!
At my insistence PJ credited the amount to cover the shipping as well.
Just to wrap this up
A) What a terrible thing to try and slip by people to save some cost
B) Ask the right questions
C) Big welcome to Time Warner and all the joy they have already brought to me.
Can't say I am looking forward to a bright future together.

Michael 5/6/13 11:17AM
My parents have used Time Warner as their telephone/cable and iternet provider for the past several years in NC.
Following my Dad's death in February,2013 my 82 year old mother purchased a cottage in a retirement community just down the road.
I contacted Time Warner to request her service be transferred to the new address. I specifically requested this so that she could keep the phone number she'd had for the past 23 years. I was very glad to know that, indeed , she could.
We agreed on installation date/time and were told that she needed to be there and return the old box. She waited from 1 p.m. - 5:30 p.m.
When I tried to reach her, of course, I couldn't as her phone was not installed. I frantically called around to neighbors, Time Warner very coldly stated that the installer was running late and had I phoned the police!!!!! Eventually the movers called assuring me she was safe and at the cottage awaiting the installer.
The installer showed up at 7 p.m. but needed to go get "some stuff" for the installation. Needless to say, my elderly mother was frightened,exhausted and told the man she was going home so he needn't come back to her new place that night.
I drove down from VA ( 4 hours!!!!) to help her. We went to the Time Warner office on Pennsylvania Ave in Southern Pines where I waited in line for 30 minutes.....they would send an installer later that day. Sorry for your trouble, $20 credit,ect. Big Deal!!
The installer came and went. Mission accomplished albeit she was unable to keep her old number as promised. Another let down in a long chain of negative events.
I went back home feeling she was safe, phone installed in case of emergency. Upon arriving home I called to let her know I was home. Guess what? Her phone did not work!!!!!!!!!!!!!!!
I called Time Warner,got disconnected. Called again and reached a tech who told me the line was not scheduled to be operational until the following day. WHAT!!!!!!!!?????? AFter an hour on the phone he was able to access the line. I called my mom to let her know.....
I am taking the time to share this nightmare experience because I feel that you are obligated to your customers to provide reliable service.
I spent over 9 hours on the phone, drove 8 hours and spent hours in complete panic and frustration due to the lack of responsibility on the part of Time Warner Cable.
I feel at the very least an apology from corporate headquarters is due addition to compensation for my time, gas, and the extreme worry/fear/anxiety you have so blatantly caused during a time that is already stressful.
My calls were all logged and recorded.
I look forward to hearing from you in the near future.

Sincerely,
Susan Brooks

sue brooks 5/6/13 7:34AM
Recent glich in system where payments arangements were posted earlier than arranged has caused my bank acct to be over drawned with bank fees, stress, cs reps that never heard of the problem after waiting over an hour to speak to someone. After this, I was place back into the que for another wait. No apologies were made on the generic voice message to customers. This is the worst ever!! Recently, I have been extremely unhappy with TWC and their service.

Anonymous 5/6/13 6:27AM
I have been a TWC customer for about three months. Initially I paid for my service in advance. I was sure to ask the rep if this rate I got included everything. He told me yes it included installation as well. I paid it over the phone. The technician never showed up for installation. I called and cancelled the order and asked for my refund. About a week later I received a call from some retention specialist who was at a local office in Raleigh NC. She apologized and said they wanted to make this right. I set up the appointment with her. She assured me that everything would go well. The day arrives no technician shows up I called and was hung up on by the subcontractor who was sending out technicians. I then called TWC. I got the run around they said a technician was coming they gave me a $20.00 credit for the missed appt. Hours laters around 7pm I called TWC back they said that they couldn't send a tech out becuase it was too late. SO there I was I had wasted another day of my life waiting on TWC. They gave me another $20 credit. They sat up another appointment for the next week. Finally the tech arrives installs everything. I get my first bill which was $50 dollars over what I originally paid and guess what that actually included the $60 credit. That bill was due on the April 8 2013. I received another bill that was due on April 17, 2013. That's right nine days later. I paid the original bill that was due on April 8, 2013. Today is May 2,2013. I recieved a phone call from the collections department that told me my service would be cancelled because my bill for April and May is due and in order to avoid service disruption I needed to pay the bill today. IT HAS BEEN 15 DAYS SINCE THE BILL WAS DUE! HE TOLD ME THAT I AM IN COLLECTIONS FOR A BILL THAT IS 15 DAYS LATE AND FOR A BILL THAT HAS NOT EVEN HAPPENED YET, He had an extremely nasty attitude about it. I just cannot believe the type of company TWC is. It blows my mind!I genuinely feel as though this company is purposefully harassing me.

Harassed customer 5/2/13 11:51AM
Absolutely horrendous. I have been on the phone with Time Warner every day for three weeks. I just had a tech leave my house saying it wasn't them, it must be my brand new MacBook wireless card. Although a PC, a Sony BlueRay Player AND the MacBook all lose wireless signal many times per day. And I still have a Fairpoint connection and never drop with that one. I switched to TimeWarner for speed. All have gotten is inconsistency in tech support, long wait times and no apologies. One tech reached via phone tonight just switched my VPN settings and it took all our connections down. The next tech (after waiting 15 minutes just to be escalated) switched the settings back to they way they were. When asked why she changed them at all and cost me an hour of time, he had no answer. I asked him to look into my account and read her documentation as to why she changed the settings. No documentation. He had no answers. Didn't try to give me any answers. Just kept offering to send a tech out. I told him that the tech was awful and why would I want to be woken up again (I work nights) for a tech to come here and not do his job. Surprise! No real answer. Just offered for a tech to come out again. This company should be out of business!!

isabeljcat 5/1/13 6:10PM
Every single time I contacted timewarner for support, they succeed disappointing me. Never failed. Absolutely horrible customer service. Who hires these people? I wish there was a different company that serves my area. It's a nightmare for me that I have no choice but deal with timewarner in my area.

JT 4/29/13 6:50PM
I returned equipment on 2/16/2013 to the Time Warner in Baldwin Hills,CA. When checking my credit for a law enforcement job they placed it on my credit on 4/25/2013 my credit went down 67points due to a collection for $240.00. Time Warner put the equipment on my credit my first ever collections. I called the collections agency and was informed that I could fax over the receipt but it's still the matter of $17 for a collections fee and they can put it as paid. I called Time Warner and it is on their computer that I turned it in and paid it on 2/16/2013. I spoke to a Patrick and i was told he would send it to their collections department as paid and they should fix the problem 5-7 days.I hope so if not Pre-paid legal here I am. I want this off my credit not just as paid I want the collections off not that I paid this collections. This effects my work and me qualifying for a home.

Anonymous 4/29/13 9:25AM
I contacted customer service to request cancellation of an online order. It took four calls, and 8 representatives. Over one hour of time. The worst customer service I have ever dealt with. Shame on Time Warner.

Hardwarenutz 4/28/13 7:20AM
all I am looking to do is get my service right and I can not find the link to do it. my phone is u can reach me on to come over I asked for a wireless device I have a lab top I am pay ing for , but apparently I have to keep it connected to this Ethernet cord? if they didn't have tine to do the istall correctkly they shouldn't of done it, it's very sloppy.

lynn 4/20/13 8:17PM
I am paying for TCM and Encore channels and every time I want to watch one of those channels I keep getting the message that it is not available. This has been going on for several months and I am ready to go elsewhere to resolve the problem. I just did my request on line and it was reset but I still get the same message. What is wrong?

Anonymous 4/20/13 6:36PM
with all these complaints and no action to resolve the problems.......maybe its time to boycot time warner.
thay just forgot who needs who.

and call the B.B.B and anyone else you can think of that may be able to help with all the problems.

Anonymous 4/16/13 9:57AM
I have had to reboot my modem for my telephone3 or 4 times per day over the past 4 days. I finally replaced the modem from time warner yesterday only to have it not work. I placed 4 calls to tech support and neither time could an agent hear me! On the fifth call, Ryan could not get the modem going nor could his supervisor. I have been without a land line for almost a week!

Anonymous 4/16/13 4:21AM
Internet service is spotty and despite the amounts of times I've called technical support, they treat me like an idiot that doesn't know how to reset the modem. Heck, I have to do that at least once everyday! Rather than running me through the script, they should just fix the problem. I hate that we signed a contract. This company is awful!

jujubean 4/15/13 9:26AM
Have seasonal service w/TWC. This was the first year they charged for off season. Never got a bill from them all winter. Got a DISCONNECTION NOTICE 4/1/13 for service I have not reconnected yet. Customer service says you should have paid the bill even though you didn't get them.
This company is one nightmare to deal with. No wonder they have lost 1.2 million customers in 5 years
We've been w/them for 8 years..never had a billing issue until they started this new off season payment policy.
Paid the off season fee & will now cancel. Who has time for this nonsense.

Ednr 4/12/13 8:10PM
I have a failing HD-DVR box; the drive just spins up, clicks loudly and tries repeatedly to reset. Okay, devices fail; I�ve had it for many years. I spent 1hr and 45 minutes tonight trying to restore service with reboots and re-power, always with a failing 'looping mode' at boot. Finally at the suggestion of the support representative (very nice lady), I was instructed to take the box to a mall in Cary NC for exchange. Her mistake.

After a 20 minute drive to the mall, and 15 minutes looking for the TW store, I learn they moved out of the mall over a year ago. After another 20 minute drive (home) and another 15 minutes on the phone (with another very nice call taker), I�m connected to a support center manager named Charles Mercer. He informs me that the original call taker credited me for $12.xx for loss of service, and that this was actually TOO MUCH based on number of days lost service. I should have received only $2.xx for my loss of service.

I do understand first-hand that the call-takers are following scripts and suggested fixes for technical issues. It is not their fault when the call management system contains misguiding information. But when the support manager, who has the ability to concess a fair credit for the company's mistake, does not exercise that ability - and in the process makes you feel that driving 40 minutes and wasting 2 hours of your evening AT TEHIR DIRECTION was unworthy of a concession for your actual expense and time - that person (MR. CHARLES MERCER, WORKING IN MORRISVILLE, NC) is simply incompetent at his position. His true skill is in being "politely belittling" with no intuitive sense of promoting his company image and customer retention through the most basic understanding of customer satisfaction. I will NEVER speak of Time Warner in a positive light to anyone again. But I will do everything I can, every chance I get, to share my negative experience, and to suggest using ANY company but Time Warner.

Sincerely,
Soon to be one more EX Time Warner customer.

Anonymous 4/12/13 7:20PM
First it takes forever just to find a phone number, then you need an interpreter for the Indian speaking heavily accented English.Then they have you reboot the system,at least twice, then they reboot the system, at least twice. Three to four hours later they tell you YOU have to disconnect the box and take it to then nearest Time-Warner store. I can't wait to change providers. I'll be happy to more just to get decent service!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

rufus 4/11/13 5:37PM
We keep trying to disconnect our service but they said it takes 10 days but when the bill doesn't get paid they turn it off within a day. How does that make any sense???? I've been on the phone back and fourth with people and we've recently switched BACK to AT&T for our cable, wifi and calling. There's no complaint department??? What kind of company are you running!!!!!

elizabeth.hrabik 4/11/13 2:27PM
Time Warner Cable is a company of CROOKS! I had an account with them in my house for over 2 years. Had no problem, until about 8 months ago. My bill was never accurate, and I was never able to use my On Demand services. I had to call into the office each time to have the equipment reset. I finally cancelled the service in Jan 2013. Finding out afterwards that this was one of the only companies who offered internet in the area, I called back last week to get internet only service. They took my money and scheduled an appointment for Friday. However, the service was never connected. When I called on Friday about this, I was hung up on, call back and was transferred to the wrong department 3 times, and was finally told that the service was not connected because of an outstanding balance from 09-10. When i explained that I didnt have TWC at this time, they said they knew that. But it was an outstanding balance from my father- who used to live at my current address. Even after pointing out that 1) my father has no control over my account and vice versa and 2) my father has an open/active account with TWC at his new house, they said it didnt matter. The debt stayed with the house- not the account holder. They admitted that the debt was in no way connected to me, and that it had nothing to do with me at all- but TWC reserved the right to cancel/suspend any services for non payment. I said- then why didnt you suspend HIS service? The answer: the account is not in his name, so we couldnt do that. When i asked AGAIN why they were able to suspend MY service then, they just repeated- the debt is with the house, and not the account holder. I asked for a refund of service. They said they would have to disconnect my service, and schedule a worker to come out, turn off service and pick up equipment. This appointment is in a week. They could not give me a specific time- but said that someone has to be there. So i have to take a day off of work to get this done. THEN the refund could take 24-72 hours before processing. When I asked the supervisors I spoke with about this, speficically asking if they were willing to lose a customer for LIFE over this rather than giving that customer the services they have already paid for- they only reiterated that TWC reserves the right to cancel/suspend services for non payment.Thank you Connie (CWI) and Steve (SGU) for NOT helping your customer at all. Not to mention the 7 people I spoke with about this.

Former Customer 4/8/13 2:33PM
i just installed time warner telephone service ----and it was horrible...i only had it a week and im going back to at&t.
because when they installed it, it was going fine . after tech leave the phone went haywire this service is junk. and i could not reach time warner online because it would not take my username.. my phone is dead -no service or dial tone. junk service

hairgirl555 4/7/13 3:56PM
When You Need Service You Wait Forever To Speak With A Live Person Using Expensive Cell Phone Minutes But If Calling For Sales Immdiately Connect To A Live Person.

POPEYE 4/7/13 3:39PM
Why isn't there an email contact for contacting a service department about no telephone service?

I think it would be a good thing to have record of when TWC was contacted so when it takes a long period of time to get the phone service back, the "off" time could be deducted from the billing....?!?!?!

Whoops that actually is a reason fOr NOT having an email contact!!! I answered my own question.....

Anonymous 4/7/13 2:06PM
Time Warner Cable- Does not back up what they promise BEWARE. I was with them for over two years. AT&T comes to the door and offers a great pkg so I sign up with them but, I called TWC to give them a chance to keep my business. They promise me a better deal, if I would stay with them but, they said I would have to first cancel with AT&T because they have my phone line captive. I asked a couple of times to verify that if I do this they will follow through on what they promised me and said they would enter it in my file as we speak. I cancelled AT&T waited a few days to take effect called back yesterday Melanie with TWC said yes we have it in your file but, we no longer will honor what we told you (within 1 week)!! She may think I will just stay with them and pay a high rate, she is mistaken! I am sure AT&T or another company would like my business and yours! TWC where is your integrity of what your promise? So, this post is to ALERT my friends BUYER BEWARE of TWC and what they promise you and take it for what it is worth!!!

BigCat 3/31/13 7:52AM
I switched to Time Warner Cable in December 2012 from AT&T b/c of a promotion you guys were offering. I NEVER received my gift card b/c I was told AFTER the fact that the bill had to be in my name and COULD NOT be in my husbands name even though I was a user on the account. When I called in about it the told me that I was not told that the bill had to BE IN MY NAME b/c I DID NOT ASK which is total BULL CRAP. On top of all that my internet services has not been working properly since I got the services in DECEMBER which is a problem for me b/c I work from home and NEED a STEADY internet connection that I HAVE NOT BEEN GETTING. When I called in for the very last time which was today I was told I could not get my money back which is also BULL CRAP b/c they have applied credits. If the credits were never applied then the bill would have gotten paid b/c I HAVE TO HAVE internet b/c of my job and my account is still current. The rep tried to tell me there is no way for me to get my money back b/c of the credits which is A LIE... If someone is paying you for something and it does not work properly and you guys cannot find the issue as to why my services are not working properly then you guys need to refund me my money so that I can take my services else where !!! This is not a good look for an ISP. I am really pissed off with Time Warner Cable and would NOT recommend them to absolutely ANYONE !!

Anonymous 3/30/13 7:09AM

Submit your comment >>

Viewing positive Time Warner Cable customer service ratings
1 - 25 out of 70
Next >>

We have used TWC for about 10 years now. About 2 yrs ago, at Xmas we bought a second TIVO. The TWC tech came out and installed a cable card and took the cable-box and power cord with him when he left. That was ~Jan 2011. I noticed after ~6 mo. that I was being charged for the cable-box ea. mo. I called to get that charge removed and for an adjustment on the bill.

I was told that the charges would be reimbursed and the cable-box removed from the monthly stmt., but that TWC had no record of the box being returned. I faxed the receipt from the tech. I was told that because the tech didn't account for the box, that if we ever canceled TWC as our provider, we would HAVE TO PAY THE COST OF THE CABLE-BOX.

Since that time, I tried to get the box off our record to no avail. Last week we had service to remedy an intermittant cable outage which was repaired, and I asked the tech what I should do about the cable-box issue--he suggested I complain to higher management. I called back later to get the modem/router reset, and talked to MR. KHALIL. He was very knowledgable and patient. I felt impelled to ask re the cable-box issue. He took it upon himself to do something. In 3 days, he called back and told me the box was now off my record!!

We are very loyal customers of TWC and have always been treated with courtesy by knowledgeable people, but the Cable-box was a blight on TWC. What Khalil did was to restore our total confidence in TWC.
Our appreciation to Khalil for going that extra mile!!!
Sincerely,
H.C. Ridgway

Anonymous 5/10/13 2:20PM
thank you
Mrs Chad, with your excellent skill as twc technician , Mrs Chad held us solve the problem with no time .

Thanks again

Mrs Hoang

Mrs Hoang 4/18/13 6:15PM
I would like to compliment your Company on the Polite, knowledgeable & helpful Assossiate by the first name of Steve in your retention center. It is people like that shows that a Co. really does care about its Customers. Thanks David

David 3/1/13 11:09AM
The young man who came to my home to install cable/internet was kind, courteous and professional. The customer service rep I was finally able to reach by phone, and her supervisor, were anything but kind, courteous and professional. Time Warner Cables policies are stacked against the customer. If I had other cable options available to me I would take them. I would not recommend Time Warner Cable to anyone.

Anonymous 2/20/13 5:57PM
The service rep who helped me is named Gio (or Geo) and works in Morrisville, NC. I was cut off before I got a a chance to thank him for the fabulous help he gave me when I called in about a billing issue. Please make sure he receives my thanks (perhaps by sending him a copy of these comments). Unfortunately, I am sometimes a frustrated "user" of a service and when I began my call with him, I was frustrated and impatient. He calmed my down immediately with his calm voice and his assurances of help. My billing issue involved an action of my credit card company that I didn't know about until I received a notification from TW that my auto-payment had been denied. Then it turned out that TW was charging me for service I never signed up for. Anyway, everything was complicated and Gio steered me through the whole process of trouble shooting and problem solving until everything was taken care of very nicely.
And P.S., I have never had a bad experience with a technician either over the phone or at my home. They have come out for DVR box issues and other cable malfunctions and have always been knowledgeable, courteous and helpful.
Thanks!!!

Satisfied Customer 2/8/13 9:51AM
Dallas Customer Loyalty Reps like Dimetrie (forgive me if I spelled it wrong) are what keep me a Time Warner Cable customer. I've had TWC off and on for 4 to 5 years and have dealt with the unfortunate consequence of needing to save $$ on a bill. Each time, maybe once every 2 years or so, I've had to contact a customer service rep to help me cancel services, pay past due balances, make payment plans. etc. Each time I've been impressed. Especially tonight when I accidentally hung up on my rep and she called me back!! Not only that, she was able to help me save almost $75 per month and still keep the services that I use the most. Thank you Team Dallas... for making that unfortunate phone call something I end up smiling about.

AlleyVOTG 1/8/13 7:56PM
I Robert Williamson have had service issues with Time Warner for the last six months and no one could solve the problem.

Check my customer history and see how many service calls have been made Acct #;then, Jose arrived Tech #

7293 and he solved the ongoing problem and the difficulty was a loose connection on the modem!! I suggest Jose be your trouble shooter on persistant problems for he took care of my situation while others were not successful!! He is so knowledgable and checked every possible cause!! Thank you Jose!! You saved another account for your company!! Robert Williamson

Anonymous 12/22/12 11:12AM
My internet was down for 7 days total 3 of which i had no clue because i was gone..So i called customer service and set up a service call for them to come out to the house...The day before they were suppose to come out a tech called me saying my internet was back up...I said yes off and on it is and also no pages load...I also told the tech over the phone its an outside problem ...He then check the houses around me and said i see there are low signals around you...I said yes its and outside problem...he then said he would send a tech out to check the line and Bam...it was fixed when i got home and my internet works way better then it ever has....I am greatful for whomever i spoke to because it was handled right and fast.. But the first time i called this could have been checked before setting up a service call. but still happy with the service.

Buke1976 10/30/12 9:24PM
I have been with Time Warner for 7 years, at two separate addresses. During the first half of that, dealing with Time Warner was a bit of a nightmare. The first tech who set up my internet, phone and cable, was a ding bat and did it wrong. As I am a telecommuter and work from home, ultimately that cost me a lot of money. After 2 years of nothing but problems, I finally got a tech out to correct it who knew what the deal was. I was able to get a credit on my bill after raising a huge stink about money lost because of the down time.

In recent years, I have honestly had good experiences with one exception. The call center in Charlotte NEEDS more representatives. Every time I have called in the last two months, there has been a 15-30 minute wait for a CSR. I don't know about you, but I don't have time to sit and wait usually! And because I didn't have the time to sit and wait, my billing got very messed up which has had a domino effect on my budget. My rent was late as a result of all of this. But here is the positive side, during the debacle I dealt with last month, every single CSR and Supervisor that I dealt with were EXTREMELY professional. I have a heavy call center back ground and I can tell you that the individuals that I dealt with in NC were VERY good. I do NOT have patience for bad customer service AT ALL and honestly I can be a huge pain to deal with. They were calm, collected, helpful and friendly. They were able to resolve my issue, and will be giving me a credit for the amount of my late fee for my rent due to the issue their payment system caused.

TWC - They are doing something right in the Charlotte call center. Please get them more CSR's! Having to wait for 20 minutes is an excellent way to escalate a customer. This caused unnecessary stress for the CSR's AND YOUR customers. I do have a Quality Assurance back ground, so I have a better understanding of the skills involved with deescalating an irate customer such as myself. The CSR's and Supervisor's in Charlotte have those skills.

Locally (I am in Oxford NC) the technicians I have dealt with here have every one of them been very friendly, knowledgible and prompt.

gingbelle 10/13/12 8:33AM
I have had trouble with my cable for some time. The last repair man, I don't know his name, solved my continuing problem and fixed it. He was very very good.

Pete Ives 10/5/12 4:38PM
Dalton - Tech #2469 came to the house yesterday to correct an issue. He was professional, polite and completed his work in a timely manner. I missed the phone call follow up and wanted to make sure he got his earned positive comments.

Gregg Simmons

Anonymous 9/18/12 8:23AM
I must tell you that I have had the best service from Time Warner this past month. I have had a problem every since a large electrical storm came through. Your technicians has been to my house three times and I have been on the phone with technical help at least that many times also. They have tried everything possible to correct the problem. They have installed all new equipment and I still have the problem. However, they have pinpointed the problem(hopefully) and have scheduled another appointment to fix the problem. Not once have I had an adverse experience during all this. I am so glad that I am with Time Warner versus those other cable companies. Thanks for providing the technical service that you do.

Satisfied Customer 8/7/12 11:52AM
I was just visited by a Time Warner Cable repairman in Manhattan's West Village and I could not wait to give him (Mr. David Lake) the highest recommendation and to thank him for his extraordinary sociability, kindness, patience tech support, and advice that fixed my cable problem right away. This gentleman is an absolute pro at what he knows, what he does and the way he does it. I hope that Time Cable Warner realizes how (in)valuable this service person is. If there were a star system to use this man would get FIVE STARS, *****TOP BEST

Anonymous 8/6/12 11:15AM
Mark answered the call and within 7 minutes did what the So Texas customer service could(would)not do in 30.
After a rate increase due to a promotion expiration, Mark was able to make adjustments that remove the increase and actually lowered the net cost below what I had been paying. Thank you Mark and your supervisor.
The ratings I am giving are for the corporate service and they are inversely proportional to the ratings I would give to the custome service at 1-888-892-2253.

tim 7/12/12 10:38AM
Last week I switched out my HD cables and got the HDMI one and could not get it to work. I called in and talked with a lady for over a hour and still could not get it to work. You sent our a tech his name was John MacAshill (Tech #10836) and he got it working within a few minutes. That wsa great but his personality and demeanor was exceptional and was a pleasure to talk with. Please realzie every good customer service gets noticed four times while every back on gets 10+. However, I am telling all my freinds about what a great representative John is to your company .

Anonymous 7/5/12 10:35AM
I wanted to commend the good service I received from Lavasha, #1461870. After several unsatisfactory calls, I was helped in a short period of time and in a most pleasant manner. I was very unhappy with the service received from Time Warner and was ready to tell everyone how unhelpful the representatives were until my last call with Lavasha.

charlene simonian 4/21/12 10:34AM
Rock , from tech support , Syracuse, NY did a great job helping me on Easter night when i was ready to throw the PC out the window....kudos

Tylacie2@yahoo.com 4/8/12 5:40PM
TWC has the VERY BEST, cream of the crop, elite customer service reps. They go above and beyound to get the issues resolved. Best customer service experience , bar none.

TheDon 3/16/12 7:42PM
Actual 'help' chat
Daniel: Hello! Thank you for choosing Road Runner Internet Technical Chat Support. My name is Daniel. I will help you.
customer: I have received the most despicable service from time warner and want to drop the account. I have been a twc customer continuously for over 15 years and am completely dumbfounded that twc treats good customers in the manner we have had to deal with in the past week. As soon as an alternative service is established, we will drop twc. I will also not feel bad promoting this same thing to every friend and coworker I have.
Daniel: That sounds annoying. I should be able to help you.
Daniel: ____, how long have you been going through this?
customer: In an attempt to keep time warner, despite poor internet connectivity and cable service, we attempted to change the package and obtain service which included a phone. The tech came out last Saturday and replaced the 8 year old modem with a new one. The connection worked when the tech was there, and then stopped within 15 minutes of him leaving.
customer: the service has not been been reestablished except for a brief time when the next service tech came out (last night). He refused to check the signal strength coming into our home, saying that wouldn't be a problem. The internet stopped after he left.
Daniel: _____, I understand your situation, let me check and help you out in this regard.
customer: we called again today demanding service, and were lied to outright by the tech on the phone, who said we would have someone out again today to fix the problem.
customer: the actual work order was scheduled for Monday, 3/5. The tech lied to me as I directly asked him this 5 times (someone will come out today? Yes).
Daniel: ______, I understand that you want the tech to visit today itself, am I correct?
customer: Another tech said I had to go home, which I did, in order to help run some diagnostics. I took 2 hours from work and went home to resolve this, and the next tech on the phone said they couldn't do that and we would have to have a tech come out.
customer: Yes, no other solution is acceptable. I want to talk to a manager or someone who will not lie to me in the Richardson TX area, and who will get this resolved.
Daniel: _____, I see that the service call already created, let me check if any availability for to day.
Daniel: Before that can you please confirm me with the modem light status.
customer: I am obviously not at home because I would not be able to chat as I do not have time warner internet service!!! I had to come back to work.
customer: When I left two lights were on
Daniel: _____, I apologize for the inconvenience.
Daniel: My technician will visit to your home on Monday without fail and we will make sure that the issue will be fix on that day itself.
customer: It is more than inconvenience at this time. I consider it theft on twc's part, as I have paid for service which is not being provided, despite every effort on our part to get the service.
customer: We have been told that for a week now. Would you appreciate the electric company saying that to you.
Daniel: I have checked for the availability for today but unfortunately there in no any single availability of the technician.
customer: This has been a botched tech job on twc's part. I have had two technicians out in the past week.
customer: there must be some remedy for such situations
customer: let me chat with someone who can help
Daniel: _____, this time we will take this as atmost care on your connection issue and we will assure you that it will be rectified by Monday.
customer: i cannot be fooled into believing this again. It would be stupidity on my part. I do not take kindly to be lied to by people I am paying for service, which is what happened. The tech this morning said several times someone would be out today.
Daniel: _______, I will try for that also but I can not assure you for today as there is no any availabiliy.But I will try my level best to resolved the issue at the earliest .
customer: We scheduled techs to come on the weekend and in the evening as we both work during the day. I had to take emergency time off today to try to get this resolved, but that was just lost time for me. Again, I do not think anyone would appreciate being treated that way. Then, to be set up WITHOUT consult for a daytime appointment on Monday is outright being held hostage for the service we already paid for and didn't get.
Daniel: _____, if it is ok for you, can I scheduled the service call on Monday at in the eveving hours?
Daniel: Evening*
customer: We will already be set up with a different provider by then. Time Warner has lost a good paying customer over this. bye
Daniel: I can understand how frustrating that would be. I will be more than happy to assist you with this.
Daniel: Please give me a chance for this time, if it is not resolved then you can take your decision.
Daniel: Please provide me with the comfortable time and on Monday, I will try to schedule for you.

Anonymous 3/2/12 2:01PM
I love my Time Warner Service. I don't have to pay for trouble calls. No contract. I suspect that the majority of everyone complaining on here is doing so because they're angry. It's pretty rare that people take the time to type up comments when they're happy

smoothcatflashflash 2/8/12 1:57PM
After a new cable modem/router was installed to take advantage of higher speeds, I had intermittent problems reaching most websites. I had three tech visits and then they stopped coming after failing to make a fourth promised visit. The problem persisted. I waited three days hoping to hear from them and then called again. The guy that came the next day, John,found that the hops to the desired website hit some failed or failing nodes. He changed my cable modem to another brand and this seemed to fix the problem. Who knew?

hbherman 2/4/12 10:25AM
Twc had a outage in Dallas and surrounding areas such as mesquite,Plano...if you were having issues before the outage, you need to call to report it. Representatives are not going to know magically that you have a issue if you let them know. Also anger will not work with logic.
Oh yes, phones are busy if everyone is trying to report their issues, it's phone jamming- It happens especially on a cable service emergency. Patience

Berenice8 1/31/12 12:11AM
want to acknowledge what i consider to be an employee that goes above and beyond to insure that the customer is satisfied.
the gentleman's name is Michael Rodriques and he is employed at the office in Flushing NY.
he took extra time to insure that all was set up properly for my account # 8150130012003808.
i employee over 130 people and i can recognize individuals with potential when i see them - this gentleman certainly has qualities that should allow him to move up the corporate ladder!

Michael Rodriques 1/14/12 6:54AM
Calling customer service can be very frustrating with the long wait and rude personnel, however, I was happily surprised with Time Warner's customer service.

I believe his name was Kendrick? I'm a bit disappointed that his name escapes me now because I wanted to thank this representative for changing my view of customer service reps. He was very professional--courteous, helpful, and patient. Definitely a model representative.

Anonymous 1/12/12 6:31PM
I want to thank you for your rep I spoke to. His name is Rick Petersen and his location is in Austin, TX. I just wish all your representatives were as friendly and helpful as Rick was.

Most people contact you to complain but I want you to know what an asset you have in Rick. He represents TIme Warner and you should be proud of him.

Again, thank you for finally getting in touch with someone who cares and listens.

Anonymous 1/1/12 10:05PM

Submit your comment >>
I am a Time Warner tech on long term disability. I pay for my services: Basis/standard/digital cable with digital value tier, a HDDVR, 2-HD converters and Roadrunner. My iron-clad renegotiated in May 1012, 12-month guaranteed monthly bill was $132.88 until October 2012 when they added $3.95 plus tax and fees for modem rental. Another rate hike added a few more pennies pushing the tally to just under $140.00. Rental fees were costing me roughly $500/year. Bought a Magnavox 500GB DVR and DVD Recorder MDR515H to eliminate at least $23/month for the DVR. This has larger storage and I can burn to DVD.
Have tried for over a month to get a cableCARD to work with a Silicon Dust HD HomeRun Prime triple tuner and the Time Warner tuning adapter, a CISCO STA1520 to stream the digital over my home network. It did for about 3 days then the card died. Tried unsuccessfully since to get the HOST ID from the tuner without luck. I joined forums. Became a member of Microsoft. Ditto that with Silicon Dust and of course was on the phone and online with chats with Time Warner. Everywhere you go they tell you to check the 3500 FAQs before posting a question.
I have felt a customer�s pain by NOW being on the opposite side of things. The polite verbiage: �I will be most happy to help you� Please wait while I look up your account� Thank-you for your patience and understanding� Please let me transfer you to our_____department to expedite your request� Please accept my apologies for the extended wait� etc.� All this seems to mock you and makes you wonder if they just sit there for a predetermined time and let you stew and then get back to you. Their concern appears to be devoid of substance as no suggestions come your way to help eliminate the problem.
You explain what you have done/tried. They then repeat what you just told them and say is this what your are telling me? Then they tell you they need you to go thru the installation materials, get the HOST ID and then give it to them to complete the pairing of their card to your equipment.
You again tell them that is the problem. You cannot get it to work. Over an hour is spent. Nothing is accomplished, excepting�of course the increase in your blood pressure. They then tell you they cannot continue without the HOST ID, thank-you for choosing Time-Warner Cable and ask if there is anything else they can help you with today?
My bill is rapidly creeping up towards the $150/month level while my blood pressure hovers in the 165/105 level while dealing with customer disservice. I have since obtained the HOST ID by resetting my router for the third time and powercycling modem/router/PC/tuner/tuning adapter for the umpteenth time making me think I am in quality control testing the durability of each!
After all this I still need the cableCARD paired to the tuner. There is a separate phone number for cableCARD customer service! Do I dare permit myself to continue to be humiliated in this fashion? I guess as I am too far invested in this venture. If a resolution cannot be had, I just may pack up the tuner and sell it on eBAY, return all the TWC equipment and get a subscription to Netflix. I�ve had it (and don�t like it).
caddymaran 3/2/13 8:29PM
retarded idiots, don't automatically press anything before listening to the different listings, you'll get to the wrong dept who will then transfer you to the correct one, congratulations you just waisted an extra 5 minutes
Anonymous 10/16/12 9:01AM
I am a former inbound sales rep, and I have never worked for a more horrible company. Everything is a "policy violation" meaning if you don't cram TWC's products down everyone's throat that calls in, you'll get written up. Because the wait for customer service is usually 30-45 minutes, customers have figured out that if they get into the sales queue they will get someone faster. Can't say I blame them! However, what they don't realize is that the sales reps are trained to basically "pretend" to help them and then sell them something. Some of these customers are flaming mad and don't want to be interviewed on every line of service, or any line of service for that matter! TWC uses this sales process called E3 that the undoubtably spent tons of money on, but makes you sound like robot on the phone. Customers aren't stupid, they know the drill. I've worked in inbound sales before and done quite well without this process. Building rapport is the key, which this process doesn't promote. TWC also treats their employees like cattle, it's no wonder that they can't keep any employees. My training class of 19 was down to 10 after 3 months. I'm sure they spend a lot of money on training, it may behoove them to try to actually keep their employees. It seems like they are in panic mode because they are losing customers left and right. TWC should really start focusing on retention and customer service. Keeping existing customers is a whole lot less expensive than trying to only acquire new ones. Customers silently leave because they know they have choices. All day long I would listen to reps knocking other companies like DIRECTV: "Well you know after a year, your price wil go up to full rate with DIRECTV", which a) is not true and b) DIRECTV's full rate is still less expensive than TWC! Did you know that if you want to add a 2nd DVR to your TWC service it costs $23? Their prices are seriously insane! Their $99 triple play undoubtably is at least $107, and that's with only 1 TV! They don't even include the box rental for the first box in the price! Plus IMO DIRECTV's service is far superior to TWC. How about investing in your crappy network, TWC? Oh, and btw your guide sucks, totally not intuitive at all. TWC thinks they have the monopoly so they can treat their customers and employees like crap, but surprise... lots of people are doing away with TV all together because they can watch it online. This is by far the worst company I have ever worked for. I am so glad I left!
twcsucksbigtime 10/16/12 8:56AM
I'm currently an employee in the NYC area and I can tell you that the company is just another corporation that sees customers as numbers and nothing else. They know most people have no other option and they strive to keep it that way. As an employee I do my best to help people not only because it's my job, but because I care about people in general. I know how it feels to be treated unfairly because that's how the company treats me. The company also discriminates with certain areas. I've noticed people in lower income areas get treated worst. Majority of the company's managers and supervisors are clueless. However there are a few of us that work hard, treat people equally, and take pride in our work. Unfortunately we don't have much say. My only advice is if you're not happy doing business with a company then don't do business with them. Sometimes companies need to fail in order to change. The customers are the ones that make a company what it is. Without you're business the company cannot survive. When the big guys in the company see the profits fall then they'll make changes. Otherwise if they see money constantly coming in then why should they change? They'll think they're doing something right.
Anonymous 7/23/12 7:03PM
Hi, this is Jonathan, and I'm currently a CSR for TWC. Let me just tell you guys about my point of view: I agree with you that some of the agents are not exactly the best in helping people, you know, as for myself, I really like to be treated nicely by a person who actually cares and tries the best to solve the issue. And believe me, when I apologize for any inconvinience, I really am sorry even though it is not directly my fault. What I'm trying to say is that even though many customers have issues with TWC, I just would like to tell you that we have our systems and we can only work with what we have at the moment, since we are the front line for support, so at least try to undestand this and remember that since we only tried to provide solutions (at least the ones like myself who wish the best for the custs) the unavailability of direct solutions doesn't mean we don't care, it's just that sometimes we just can't give the answer that you as a customer would like to hear.
Jonathan 7/11/12 12:55AM
As a member of TWC leadership let me be the first (but not likely the first if you've called us) to tell you we appreciate your business. It is because of our customers' that we are here. And that we remain one of the only locally supported TV/Phone/Internet providers is testament to the overwhelmingly strong, positive marks we get from the majority of our 14.5MM subscribers.

"Lets put it perspective, the majority of the 14.5M subscribers is due to the fact that you lack competition in certain markets. It is certainly not that your the best, but your better of two evils. You have ATT as competition and ATT has proved it self to be even worse than you in the same markets. If I subscribe to a $90/internet line that is suppose to get 10-30M download speed but only can achieve that download speed talking to your servers, then what is the true value as the talking to the rest of the universe I get 2-3M which unfortunately for you is what your graded on. When I call and tell you this, your response is it works fine to our servers and that is all we care about. "

As a 'front line' member of leadership I can tell you the vast majority of our complaints are due to cost. And that's a tough one to come to agreement on. If you don't see value, it is difficult to explain the benefit of new equipment, local support 24/7, top notch programming, and included service.

"Having your service for next to 10 years (cause I have to) I can tell you out of 50 interfaces with your customer support team, I can think of maybe 3 times, they listened and actually attempted to correct the real problem. I even bought the next faster service, then the next, then the next, so I am not afraid to give you extra money for service. But, in the end, no matter if I pay for the basic or advanced service, the actual service leaves much to be desired and as for prompt customer service responses.......well that would be near to nonexistent."

But to people having trouble with a $175 bill for TV/Phone/Internet - please take the time to realize the value. What's the cost of a family night out at the theatre? Seventy dollars? A night out to dinner? One hundred dollars? A tank of gas? Fifty dollars?

"This is not a value, the only one that thinks this is a value is you. Do you think paying $10.00 a night for WIFI at a hotel is a value or do you want it included for the $100/night fee? You compare this to the old days, where each line required its own copper pair of wires and that is simply not the fact today, you relay digital code all on the same wire. If you would simply update the physical wire, 50% of your outages would disappear. And if I took the family for a movie 5 times a month, your comment may have validity but most cannot afford that, nor can they afford the $175.00 monthly bill"

Folks, prices have gone up. Many of our subscribers probably remember paying $80 a month for phone service 10 years ago. And $40 for 'cable', and $30 for dial-up. Hmmm - doesn't really look like the price has gone up much, huh?

"Inflation does account for 8-13% of the increase, the other 30% is plain and simple GREED, greed by our government to impose additional regulations and taxes to exceed what is actually legal, as well as the GREED by the content providers to charge extra for signal distribution that is without cause. I do agree that most of the increase are not directly your fault since you pass on the additional expense you have for relaying the services and channels, but surely you cannot expect the average person to believe that along with the typical increases comes the typical GREED, and your surely not passing that on to the income of your employees nor their training programs."

I can't tell you the number of times I've been at an outing in the community and had a customer come to me and question the cost of service. But after going over the value of what they have (unlimited entertainment, unlimited calls, unlimited Internet usage) I ask them 'the cellular' question.

"So, Mr. Customer, now that we've talked about what your family is getting for $6-ish a day (a BK Value Meal) tell me, what is the cost of your family cell phone plan?" Invariably, if they have a family, it's about the same $175. Even single people tell me their cell bill is about $80. And this for a device your family hardly uses in relation to the 8+ SOLID hours a day on average people spend using our products.

"Most people with a $175/month service don't sit at home playing on the computer and watching TV; they WORK, which if they have kids, leaves about 4 hours and maybe 2 SOLID hours of use time. And sometimes during those 2 hours your service is out, and you spend 2 SOLID hours on the phone with Service and at times another SOLID 7-9 days waiting for someone to fix the service or have the decency to even call you back. If my service is our for 10 days, it would be DECENT to say to your wonderful customer, our service was out, we are going to credit your bill for the 10 DAYS your service didn't work this month; but that credit is only had if your willing to sit on the phone another hour or two and talk to supervisor after supervisor and it not a hard concept, if BK (as you stated) did not give you the three burgers you ordered but only gave you two, would you feel ok paying them anyway? That is your SOP."

Now, there are occasionally service issues. And by their nature, service issues are inconvenient. But folks, let's start to emotionally detach from cable. When your car breaks down, do you scream at the mechanic or ask your loan company for a couple weeks of credit? How about the calls that drop from your cell phone?

"Simple answer here........... My phone and my car never breakdown 8-18 times a year, just doesn't happen. So maybe your not hearing from all your customers, since most know it will cost them 2 hours on hold and it is not worth it to them. So take your calls you actually get and double them, thats how many folks are having problems with the same issues. You know they all won't call you."

Our services are going to malfunction from time to time. Your car needs an oil change every three months or so, doesn't it. Do you know why? Because you use your car. Well, you use our services ten fold. How about leaving your car running in the garage all day for a year and see what kind of service it needs.

"It is not fair to compare a COMBUSTION ENGINE with an electronic circuit. The Electronic circuit lacks moving parts, and it is your own fault for buying the cheapest equipment available. NETGEAR---- really? It is cheap for a reason, expect more failures......... If you get the $19.00 tires, expect them to last two months too, instead of the 40,000 miles you get when you buy a quality tire"

I'm not trying to downplay service issues - but they happen. With anything you use as much as our product, it happens. Just call us and we'll come out, if necessary, for free, at a time that's as near to convenient as we can get for you. And yes...it may take a couple visits. Signal issues can be intermittent - but we'll usually make sure you are not paying for the service while it's out.

"intermittent service issues do not exist in your world, each and every time it is a new call, and each and every time you have to explain it all over to a new person on the phone, and they still are trained to tell you over and over again, first you must turn off the unit, then you must then you must............If I talked to you 14 times this week, I think I am past the power reset solution; but you have no way to avoid this problem"

And if you call and we don't agree with you about something, that is not an indication of poor service; we just don't agree. As costs go up all around us, so will ours. And just as you expect a raise for a good year of work for your employer, so do our employees.

"They do expect raises, but for some reason, I doubt they get continued training and continued raises. The turnover kind of explains how loyal your employees are to your "GREAT EMPLOYEE SERVICES" I cannot say in 10 years I have seen the same service folks more than twice and I have certainly never talked to the same person twice; until I get to managers, then maybe I can agree with you."

TWC customers, we're your neighbors, and we want to help. Give us an opportunity to do so. Thank you so much for your business - we know in this day there is enough to stress about - let's not make your escape from that stress another touchy spot.
Steve 2/27/11 9:33PM

"Thanks Steve!, You see that show when managers and CEO's go dress up and pretend to be an employee for a week and see how their employees feel about their employer, and go to customer sites and see how they really feel about the service provider? Maybe that would provide some perspective........"
Anonymous 5/19/12 3:54PM
As a former Service Tech for TWC I know all the ins and outs of the business. Customers have the misconception that we make okay money, that's far from the truth. They start out at $11.85 an hour and the largest annual raise I have ever seen was 50 cents. After 5 years of service I was up to $15.00 per hour.
TWC puts the customers far ahead of their employees. Sadly enough TWC doesn't give the tech enough time to actually do a good service call. For all the people that have had a service call and the tech was in and out in 15 minutes this is the reason why. Typically we start our day with 10-12 jobs. If you think about that it's not much time per job. On top of the starting with that many jobs the techs will get add-ons all throughout the day. It wouldn't be so bad if all the jobs were close together, but TWC has their techs driving all over DFW. One guy might start in McKinney, then have a couple in Plano, then Dallas, and by the end of the day he might be in Arlington.
Now to the accountability of the techs. Techs are held responsible for every little thing. This includes used equipment, stupid people, making the jobs during the time frame, although we don't have enough time to get there. Techs are also held accountable to the survey that customers take after the job is done. The issue with that is people don't take the time to listen to the question so they will just hit a button. That is one of the techniques Time Warner has to make sure the techs don't get an acceptable raise, if any raise at all.
That is a small amount of what goes on behind closed doors. If you have any questions please feel free to post.
EXcableguy 3/27/12 5:36PM
I understand you have had a bad day. Or that finances are tight and your bill is too high to pay, However,when you call TWC customer service, and use profanity, call the agent a moron, or scream for a supervisor, I always wonder: would you treat a sales clerk, face to face, in that same manner? If you run a business, do you treat your staff and customers with the same tone? Or family and friends? I often get off the phone shaking from the experience of dealing with a customer. My minimum hourly pay doesn't begin to compensate for the stress. But I will go back every day, because I have to provide for my family.
Anonymous 11/29/11 5:41PM
I'm a Time Warner Cable employee, and I've been in every single role we have on this company (not above the management).

For every lazy customer which doesn't want to read the manual we gave for free, we have the duty to teach; For every customer who thinks is smart and threatens customer care about going to another company if doesn't get another year of an offer, (and compares prices not realizing they will be a NEW CUSTOMER to the satellite) doesn't realize might be the cause of price increase next year; For every customer who wants to have the same his neighbor has though being out of their budgets, we can't regulate the price at your fantasies' levels; For every customer who buys a plasma TV and does not know how to set it up, but refuses to pay $29,99 for a professional to help, should appreciate other people's knowledge; For every customer who thinks the statement is rocket science and refuses to pay 411 charges because they didn't want to put their heads on the web while having All the Best package; For every customer who can't deal with today's technology but insists in showing off they have more than 200 channels, and can't tell if the TV is ON or OFF; Please think again...these are not times to be an AMERICAN. Behave as a person a care about the others around you.

Love you all...Cris, the best TWC CCare representative ever.
Anonymous 8/4/11 6:41PM
The pure fact is that alot of customers call for end user issues like the tv has no picture when the tv is turned off the box isnt turned on or they changed the video input from cable to tv mode or dvd or vcr modem. price lock gaurantee is for 2 yrs. at&t, direct tv, dish, or time warner cable has the same 2 yr length of contracts meaning when they are over rates go to reg pricing.the remote has simple instructions on paper that come with it or inscribed on the back of the remote.if your in san antonio texas or surrounding areas with your converter box you can learn everything about how to use the box on ch 988 press left arrow 6 times till you get to twc-userguide. in that area you wil see al the options you can play like a video and learn how to use the dvr, show listings, parental controls,display settings, etc.you can also learn more about all services on timewarnercable.com learn tab. if you are getting box issues sometimes caused by static then unplug power aka electricity cord from box then unscrew the coaxial hex fitting time warner cable from cable in at the cable box ground it by touching the copper pin rod wire tip for 3 to 5 seconds or with any metal then connect it back to cable in then plug in the power cord electric cord wait till time comes up lit up for 10 seconds then power on. that will bring missing channels back kill tiling and freezing, sound, slow browsing guide issues, etc. if you have an hdmi unplug hdmi from both ends tv and box 1st step before you reboot box and conect hdmi last before after time comes back on. if you dont know what an hdmi is google it they have pictures of what it looks like. static also applies sometimes to hsd or phone modems.
skills 4/16/11 6:22AM
I would like to echo Steve�s comments. I have worked in the cable industry for 20 years for several different MSOs. Cable plant is huge, mile after mile of cable, nodes, head ends, and all the support system that entails. Things will go wrong, without a doubt. What you have to look for though is the company�s commitment to getting it fixed when it does. Sometimes someone may have dug through our fiber lines; sometimes the power company has an outage that causes us to go down. Those circumstances are out of our control. Sometimes it just takes time. Where I work now we have a serious utilization problem, in a sense too many customers causing a traffic jam. We moved to expand service but were held up trying to get parts and weather.
As far as value, you will never get to a place where you are happy paying your cable bill and look at all the things you don�t use. How many channels do you watch, and for how often. Then make a value judgment about your service and see if it makes sense for you. Are there things we could do better? Yes. And we are working all the time to do them better.
All that being said, of all the MSOs I worked for TW was the best and most customer focused. Stay calm, explain your situation and document your process. Unfortunately you will not talk to the same person over and over again as you work through an issue, but know who you�ve talked to and exactly what they said. It will help you get a faster resolution.

Steve 3/1/11 10:05AM
As a member of TWC leadership let me be the first (but not likely the first if you've called us) to tell you we appreciate your business. It is because of our customers' that we are here. And that we remain one of the only locally supported TV/Phone/Internet providers is testament to the overwhelmingly strong, positive marks we get from the majority of our 14.5MM subscribers.

As a 'front line' member of leadership I can tell you the vast majority of our complaints are due to cost. And that's a tough one to come to agreement on. If you don't see value, it is difficult to explain the benefit of new equipment, local support 24/7, top notch programming, and included service.

But to people having trouble with a $175 bill for TV/Phone/Internet - please take the time to realize the value. What's the cost of a family night out at the theatre? Seventy dollars? A night out to dinner? One hundred dollars? A tank of gas? Fifty dollars?

Folks, prices have gone up. Many of our subscribers probably remember paying $80 a month for phone service 10 years ago. And $40 for 'cable', and $30 for dial-up. Hmmm - doesn't really look like the price has gone up much, huh?

I can't tell you the number of times I've been at an outing in the community and had a customer come to me and question the cost of service. But after going over the value of what they have (unlimited entertainment, unlimited calls, unlimited Internet usage) I ask them 'the cellular' question.

"So, Mr. Customer, now that we've talked about what your family is getting for $6-ish a day (a BK Value Meal) tell me, what is the cost of your family cell phone plan?" Invariably, if they have a family, it's about the same $175. Even single people tell me their cell bill is about $80. And this for a device your family hardly uses in relation to the 8+ SOLID hours a day on average people spend using our products.

Now, there are occasionally service issues. And by their nature, service issues are inconvenient. But folks, let's start to emotionally detach from cable. When your car breaks down, do you scream at the mechanic or ask your loan company for a couple weeks of credit? How about the calls that drop from your cell phone?

Our services are going to malfunction from time to time. Your car needs an oil change every three months or so, doesn't it. Do you know why? Because you use your car. Well, you use our services ten fold. How about leaving your car running in the garage all day for a year and see what kind of service it needs.

I'm not trying to downplay service issues - but they happen. With anything you use as much as our product, it happens. Just call us and we'll come out, if necessary, for free, at a time that's as near to convenient as we can get for you. And yes...it may take a couple visits. Signal issues can be intermittent - but we'll usually make sure you are not paying for the service while it's out.

And if you call and we don't agree with you about something, that is not an indication of poor service; we just don't agree. As costs go up all around us, so will ours. And just as you expect a raise for a good year of work for your employer, so do our employees.

TWC customers, we're your neighbors, and we want to help. Give us an opportunity to do so. Thank you so much for your business - we know in this day there is enough to stress about - let's not make your escape from that stress another touchy spot.
Steve 2/27/11 9:33PM