Time Warner Cable Customer Service Complaints - page 2

User Reviews, Ratings and Comments

Time Warner Cable customer service is ranked #492 out of the 1023 companies that have a CustomerServiceScoreboard.com rating with an overall score of 32.41 out of a possible 200 based upon 1888 ratings. This score rates Time Warner Cable customer service and customer support as Disappointing.

NEGATIVE Comments

1,767 Negative Comments out of 1,888 Total Comments is 93.59%.

POSITIVE Comments

121 Positive Comments out of 1,888 Total Comments is 6.41%.

Issue Resolution

Reachability

Cancellation

Friendliness

Product Knowledge

Disappointing Overall Customer Service Rating

  • Time Warner Cable

    Customer Service Scoreboard

    • 32.41 Overall Rating
      (out of 200 possible)
    • 1,767 negative comments (93.59%)
    • 121 positive comments (6.41%)
    • 15 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.8 Issue Resolution
    • 2.5 Reachability
    • 2.1 Cancellation
    • 3.8 Friendliness
    • 2.8 Product Knowledge

Add your review! Return to the main Time Warner Cable customer service scoreboard page

Posted by Anonymous


If you get Nick, hang up. All I wanted to do was discontinue our TWC service after a rate hike. He refused and kept giving me a sales pitch. All I wanted to do was discontinue our service.

Posted by slinkybis


horrible service, internet is super slow, you call, you have to listen to music and more music then they finally get on the phone and they are useless...by then its been 15 minutes wasted, my phone runs out of batteries, and even if they promised they will call back they don't ! so 240 $ per month for a bad service, bad internet , not able to watch on demand on the TV , outages in my area again and again..BAD BAD BAD BAD !!!

Posted by kparker


Could possibly be the worst customer service I've encountered. Call today and asked for my cable/internet package be changed to the same as my brother's, who lives within a couple of miles of me. He just updated his package last week. After an hour, literally an hour, and three separate individuals, they told me they couldn't, or more accurately, wouldn't offer me the same program/package. I asked to speak with a supervisor and I was told they would call me back within 24 to 48 hours. Seriously, 24 to 48 hours to speak to a supervisor about a customer service concern.

Posted by RC


Really bad service I got the Internet service on the 27th and gotten the modem on the 29th then last night June 8th they cut my service because I need to deposit $50 in order for them to reconnect the service so I said I want my refund I'll post if they don't give me my money back

Posted by Disgusted with TWC


When you call customer service, ask to be transferred to someone in the United States immediately. They will hem & haw and ask why ... but it is your right so tell them none of your business, please transfer me now. We are on our 12th DVR box from TWC & had countless problems. I used to just speak with the initial overseas rep but they sound like a bunch of untrained amateurs and just ask you to reset your box. I HAVE TO DO THAT EVERY OTHER DAY - that's the last thing I wanted to hear. The last overseas rep didn't even know how to run a remote diagnostic. I immediately ask for someone in the U.S. & have been working with Tier 3 support analysts & finally a very intelligent, well trained technician made a home visit. They found several issues but still had to refer our problem to their engineering department. Several upgrades were made in TWC's remote hub for our area but they still know there is a problem & told me to call in every time an issue happens (screen freeze, pixilation - tiling, DVR won't record, can't change channel). So I call in when the problem is happening & they say they can't see any problem. Well, come on over & watch TV at our house & you'll see the flipping problem. I don't want a dish screwed into our roof or sitting in our yard or I'd go with a satellite vendor. If my 92 year old Dad, who relies on TV for entertainment, didn't live with us, I'd drop kick our DVR through the door of the nearest TWC location. It's a crime what they charge for pitiful service.

Posted by anon


I absolutely hate time Warner. They have lied to me about a refund that they kept promising me - for 9 months.
It took almost a year to get service to my new home.
They don't value their customers.
Their customer service reps are very poor and don't have the ability to actually do anything.

No matter what you do - the bll keeps going up.

The offer 'discounts' for 'bundling services' and then start dropping the discounts 7 or 10 dollars at a time.
They figure if they inch up the price in small increments - you won't complain.

I WISH I had a choice of providers!!!!!!!!!!!!!!!!

On a scale of 1-10 - I give them a 1

Posted by Anonymous


It was the most terrible experience ive had with twc very bad service very rude front desk people at brawley ca office i do not recomend it to anyone very unprofessional rude people

Posted by Anonymous


My Package Consisted Of Dvr Service , Starter Tv Premium Which Included Stater Tv, Hbo, Showtime, Extreme Internet. Cinema, Starz, Set-top Box & Remote, Internet Modem Lease, Home Wifi.
I Wanted To Add Premium Channels And It Turned Into A Nightmare. After Speaking With Countless People And No Resolution, I Informed Them To Forget It That I Would Keep My Package With No Changes. They Said Okay, But Now My Bill Will Be $10.00 Dollars More.! Why! After Not Helping Me As A Customer, Now We Will Add Insult To Injury, Not Give You What You Want, And Charge You More Money.
How Time Warner Stays In Business Is Beyond Me. They Need To Change And Hire People That Care About What They Are Doing In Their Job Position, Title, Department.

Posted by ALFREDO


Made a payment twc says that I didn't. sent proof to customer service representative Deborah sanchez.she did not do anything to help and was also being sarcastic. Listen to the recording please. Thank you

Posted by Tired of waiting!


Our appointment from 11-noon to add a line and upgrade, became an all day wait. At 1:44 PM we called to see where the technician was. At 2:12 Time Warner called and said a tech would be there at 3:00. Still no call or tech. At 3:40 a tech called and said he would be there in 50 minutes. At 4:30 (4 1/2 hrs after our appointment), the tech arrived. 37 minutes after his arrival, I got a phone call saying the tech was running late. At 5:21 I got an e-mail saying my appointment was cancelled and my new appointment time for tech arrival was 6-7 PM. He finished about 5:45 PM. We were charged that full day for upgraded service and charged the install fee of $49.99. No compensation or apology for wasting our whole day!

Posted by stephenb211


Time Warner Cable customer support is the WORST !!!!!!!!!!!!!!!!!! We have been a customer for probably 20 years and last month I was told about a promotion for upgrading my internet from 50MB to 200MB for FREE. I called them and they offered me 300MB instead. I was so happy and several times when talking to my TWC sales person (in another country with a very thick accent), I kept "are you sure this is for FREE?" I was told yes sir, just go home and reboot your modem and everything should be really fast. So I went home and rebooted my modem and nothing changed. Ok I figured somebody at TWC didn't so something right, so I called them again. I was told that my modem didn't support the new speed and they would have to send me a new one. They also told me that I wouldn't be getting 300MB and the sales rep said, it would only be 200MB. Again I was OK with this because 200MB was still a lot faster and it was FREE!!!

A few days later my new modem arrived. I followed the written instructions that came with the modem and them called TWC to "Activate" the modem. After 2 more calls to tech support, everything started to work at the 200MB. I told all my friends about this great promotion and was very happy with this great deal...well until I get my bill yesterday and saw that that my internet price went up $24. I figured somebody at TWC didn't do something right and with all the technical confusion, something probably fell through the cracks. So I called TWC and they told me that since I tell the tech support person when I "activated" my new modem, they couldn't give me my FREE UPGRADE. I said are you kidding???? They said no this isn't available anymore. I was complete floored with what they told me and demanded to talk with a supervisor. I talked with someone named Pierre, who before he asked anything about my issue, tried to sell me TV and Phone services, that I don't need, especially from Time Warner. Then he said that there was nothing he could do and said I should "Compromise" I said "What? " He told me that 200MB is much faster and it's not a big deal for me to be paying $68 a month instead of $44. Again I said "What" and he said that's just the way it tis and there's nothing he could do. Then he told me that he would transfer me to the cancellation department if I wanted......and I just hung up.

I'm moving over to AT&T another wonderful customer service company, but TWC left me no choice.

Posted by Anonymous


I contacted time warner to bundle my phone service in with my cable and internet. They said, "no problem, we can do that and with not problem or interruption of service to you". Well I had to make numerous calls on their behalf to my current phone provider and then when they came to actually perform the service change and hook up, they were unable to do it because of something to do with the way the ADT security system was tied in. Then I had to contact ADT to see if they could come up and help them figure out how to do it. ADT said it would be a charge of $80 the first 30 min and then $30 for each 15 min after that. No telling how much it would have cost me when it was to be no big deal to perform this switch over. The technition was very nice but your people should be equipped to deal with anything they run into with no cost to the consumer. Your service in itself is expensive enough without having spend more on top of that to get your services! Now I am no better off than before. I will either have to get rid of my landline or call my previous provider to reconnect us. Not a happy customer! Would not recommend you to anyone. Your service people are courteous but are not equipped to do what is offered and promised by the company.

Posted by Anonymous


We have been trying to contact you regarding issues with my service. We can't get through because you are not recognizing the phone number that we are calling from because they are not a customer. My phone number We are constantly having problems with the services:

Posted by mem


I recently had an issue with a cable box that I've had since December 2015. The box has completely gone out. I called TWC on 5-4-16 to get my issue resolved. I was given the choice of having a technician come out at the earliest on 5-9-16 with a new box, or I was told they could send a new one in the mail that would arrive within 2 to 3 days. Apparenlty the person I spoke to gave me the wrong information and I did not received the new box within 2 to 3 days. I called TWC on 5-7-16 when I didn't received the box and the person I spoke to just kept apologizing to me. I told them that an apology does not solve my problem. I realized that I wasn't going to get anywhere with this person and I hung up. on 5-8-16 I called back and the person I spoke to wouldn't listen to me and they kept arguing with me. I'm getting reimbursed for part of my bill, but I still have to wait until 5-10-16 to get the new box. Not one of the two people I spoke to offered to send a technician out on 5-9-16 with a new box. I received good service from TWC back in December, but the service I've received the last few days has been reprehensible. I will absolutely be switching to Direct TV at my earliest convenience. I'm sick and tired to death of receiving sorry customer service.

Posted by laaaa


dont trust timewarner. theyll always find a way to make you call them so they can "charge you for hidden fees" worst provider.

Posted by Anonymous


I've been here since 2 pm waiting to pick up and I'm appalled of the service here! Only one cashier and 17 people waiting. For being the second largest cable company this is why I will never get cable here.

Posted by Nothappywithtwcin45255


I absolutely do not like Time Warner Cable and am sick of their antics. Not only do they keep raising my rates for no justifiable reason, but their service keeps going downhill here in Cincinnati, Ohio 45255. They claim to be improving their services, but I sure don't see that happening. They never add any new channels, their customer service is rude and unhelpful. You always have to call in and fight and negotiate with them to lower your rate. I'm tired of having to do that. You could care less about your long term customers. The picture quality isnt even that good. The channels are not sharp or clear at all. My internet is always slower than what im paying for. Its time to put an antenna back up and cut the cable.

Posted by lbeddingfield


I am so fed up with Time Warner cable. I experience poor cable and internet service. Had them out to our house on April 29, 2016 because of issues with both services. The tech had to go up in the attic and run new cable lines inside and outside. While in the attic the tech hit a water line and busted it, yes my water lines run through the attic. I have water damage to my ceiling, walls, cabinets, blinds, ceiling fan/light and water stains on my window treatments in the kitchen. Water was all over counter tops, stove, table and floors. Since Time Warner uses subcontractor techs, I am having to go through so many people to get the damages to my home repaired. My concern is there mold now growing in my attic and if I get sick from this, since I have allergies to mold are they going to pay my medical bills. It's been over a week and still waiting to get the work done. Insurance adjust told me that we would have to find a contractor to do the work. Now this just seem right. I am loosing patience with all of them. Feel like I am just getting the run around. This needs to be fixed soon or I will be forced to take legal action. I have contacted Time Warner with each issue with cable and internet and had them adjust my bill for loss of service and that was done. If the subcontractors insurance isn't going to get this fixed then Time Warner needs to step up and cover the damages. I would never recommend TWC to anyone.

Posted by Anonymous


While most of them talk nicely etc, NOTHING gets resolved. I have so many things going on I don't even know where to begin.
The worst part is that every time you call up customer service, you get a completely different person with a completely different answer/explanation for what's going on!!
They really need to get their act together. I am happy to provide more details if needed.

Posted by Anonymous


Been with TWC for approx. 15 years... ran into some financial difficulty..was paying approx. $174 for just basic cable tv and internet...called and spoke with sales rep/customer service...she said we'll lower your bill to $104..200 channels..and internet...but 'slower' because we weren't paying as much..don't need the box ...tech will connect from wall to TV... Tech came to home.. NO..can't direct wire..said it would be $114 a month for internet, tv and phone..WE NEVER ASKED FOR PHONE..so letting it be disconnected..am totally through with TWC... will return the router, box and remote to store directly and WILL INSIST on a receipt... A very dissatisfied X-customer

Posted by Rockingham NC


The past 36 years I've been with TWC Not only for my home put my Business. This past weekend I felt like a 3 class customer.I spend about $400.00 a month with TWC with internet,Phone and TV at home and internet and phone for work. On 4-22-16 Lighting hit the power line by the road.I called TWC at 2:30
and told them the system was out. The TWC was out here by about 5:00 and then left .
I called and they said were working on it . My Dad happens to know the technician that was out here so he called him.His reply was that he was pulled off and sent to near by town.
So Saturday morning I called TWC they said it will be back on by 5:00 PM.The last time I call again Saturday night they said it will be Tuesday. I'm was so mad at this time I called a dish company to change companies the only problem was no internet is provide by AT&T. I'm now looking at a wireless company in town if they have the speed I need for work BYE BYE TWC. On Sunday I went out to the box and fixed what was blowed out.I was able to get the phone and TV working internet was gone. Took all the parts and got replaced at local TWC store.By the way when i was taking with the girl at TWC she said I wasn't booked for Tuesday. Go Figure! I fill like TWC is spending more time trying to get new customers,than taking care of what they have. Quit giving discounts for new customers or ether old customers coming back and put the discounts. towards the loyal customers or better yet add more technicians to keep my stuff working.
I wounder if this letter will be trashed or someone in TWC cares

Posted by theresa Vasquez


Your cable men leave messes in parking lot where cable box is every time the come to building. .it's becoming a big problem leaving pieces that now left behind i got a flat tire..

Posted by Anonymous


The lobby at East Syracuse is very unwelcoming. My husband and I went two Saturdays in a row to talk about our bill and pick up a cable box. We notice security guards as we open the door and no sooner we got in than we were immediately approached with why we were there like we might be criminals. I flelt like we were unwanted and then to be told to stand as close to front windows as we can instead of lines was very uncomfortable. Frankly with your excessive prices and our ecperience at the office we feel like leaving and we have been vustomers since 1977.

Posted by Anonymous


Walked into your Lockport NY office @ 11:40 AM. No other customers in office. Both employees were on cell phones. After a brief wait, the male employee, Mike, finished his text and motioned for me to move forward. I placed a box of equipment on counter, Mike abruptly shoved it back at me. I had been instructed, after an hour long conversation last night with TWC headquarters, to return equipment and set-up account in my name. Mike said he could do nothing. Account owner need surrender equipment. If TWC wants the account to default, I guess that is what will happen. I will not pay for account. Mike was rude, disrespectful and a poor representation of your company. I am disgusted. The female continued with her head down on her phone. Lockport office treatment was the total opposite customer service that was received on phone. It was awful!

Posted by mrgaryc


In late Aug 2015 I was selling my current home and moving five miles to another. I had DISH cable service. I called Time Warner and was told I was eligible for a package including cable with a $300 prepaid Visa card reward. I signed up. Within a few days I completed paperwork on line and via mail and sent it to them. Two to three weeks later I went on-line and did not see any record of my $300 paperwork. I called customer service and they enrolled me. I then found out you had to wait 3 months before you were eligible and then it took 4-8 weeks to actually get the card. i.e. five months! I never heard anything else. Today (7.5 months later) I remembered I should have gotten the card and called them. Now they say I was never eligible for the card in the first place AND I was alledgedly notified in November I was not eligible. HOGWASH! Bottom line--DONT BELIEVE TIME WARNERS PROMISES OF ELIGIBILITY, DONT BELIEVE THEY WILL GIVE YOU NOTICE IF YOU ARE NOT ELIGIBLE. If I had known any of this I would never have signed up in the first place and if notified of being ineligible I would have cancelled back in November when they supposedly told me I was ineligible.

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