Spectrum.com
Reviews and Complaints

I have one of my 3 cable boxes that stopped sending a signal to the TV. I called Charter for help only to land in some automated tech support b.s. that wasted about 10 mins of my time trying to send corrective signals to another TV in the house. When I kept telling the auto service that the signal is not fixed and it was trying to go to another such worthless effort, it finally tells me that if I need an agent to say "Agent" ... Like seriously?!?!? I have been on phone while they work on wrong cable box for nearly 10 mins, and trapped with no alternative ALL THAT WASTED TIME! So I finally get to an agent and explain whats been going and the help I need who tells me that I need to give him serial # off box. I had to pull the box from a cramped space, some cords too short to maneuver easily, but finally get it out enough. The agent tells me that the only visible numbers on the back (which I gave him) could not be the right numbers. I told him that I could not see any others and that this box was one that big and clunky and older than my others I had in the house. He hung up on me. It's been 30 mins now and he has made no attempt to call me back. For me to call again, I will have to go thru all this crappy, impersonal ridiculous automated tech support bs again. Only been on Charter for 1yr. And only have to be bcuz Charter is only cable co. In my new area. I've always had Cox Communications before now and I wish I could have stayed with them. You get a REAL person the instant you ask for tech support. Charter, SERIOUSLY ... You need some better ideas about customer service performance.

8:30 7/25/14 Austin, Tx one of the drivers for a sub contractor for your company ran my car off the road speeding honked for me to move passed me yelling and flipping me the bird and wanted me to pull over when I did to get the number he got out of the car yelling and screaming I took the number off that was on the truck with Time Warner cables logo [protected] when I called to report the incident I was hung up on after being informed they were just a sub contractor for your company . I wanted to let you know what kind of violent, irate and unprofessional people the you have running around Austin representing your company this cant be good for your company . Maybe you can get a response from your sub contractor then being hung up on .Being such a big well known company with your logos every where you should screen your sub contractors and there employees better seeing how they are representing your company to the public. or at least which ever one is at the other end off this number [protected].

THANK YOU

I recently recvd phone call saying my bill was due. I call to pay and find out it is an extravagant cost - unknown to me my "deal" expired and my cost is almost 30$ more than usual for( basic cable and internet 135$ mo.) The increase was made Without Me, the customer, being aware of the increase first!. I pay my minimum due to a person I hardly understand due to accent, communication problem etc.- He switches me to Customer Care person, Kelly- who takes 30 more minutes giving me options I can't afford. I ask to cancel my TV part since we don't watch the TV. Then I want just the internet and I'm told nothing cheaper than 80$ a month. I say I don't believe that. Then a 60$ month option is given. I explain I'm single Mom who only needs access for kids homework- I'm told there's nothing available for me under 60$ I mention an ad for 25$ a month. I'm told by their own representative- "It doesn't work". Then I ask why would it be advertised then and how come I can't pay that? She (Kelly) didn't want to sale me something" that wont work". I even say- "just sign me up for the cheapest Internet connection and if it doesn't work I will discuss it with them at a later date- just let me try it. She wouldn't sell it to me. I went over the following with her: " I am no longer going to be a Time Warner customer because Time Warner would not offer me one of their more affordable Internet rates that I wanted to pay for" Kelly said, "Yes that is correct". I asked if I had a remaining balance to pay for- Kelly informed me that TW bills a month in advance and she would make sure I didn't have to pay that! So folks- TW bills you a month in advance so you really should be getting your last month of service FREE! They won't offer you any of their advertised "affordable" deals on the phone ( maybe because the affordable stuff doesn't work?- like Kelly said) Kelly basically told me not to be a Time Warner cable customer. any TW Corporate people out there- I know some of the phone calls are recorded You might want to review this one! (7/23/2014 between 10 and 11 AM with Kelly) So- I went to Verizon - was signed up and turned on at a very affordable price, their stuff works and it all took about 10 minutes.

I called Charter Cable to get an extension on my cable bill. I have a past due amount and a current amount. My reason for calling was o make a payment arrangement for the total amount (pat and current) of $.139.88. Please note, I am charged for future service. So when I pay the current bill, it is for service I have not used. When this happens, the customer is provided ### service and can't do anything about it because Charter cable has the payment in advance. I called to get an extension to pay the total amount asked for on may 28, 2014. I was told, they (charter cable) could not guarantee a disconnect after May 25, 2004. When I repeated the request to leave my services on until May 28, 2014 and stated that I was calling to make the arrangement. I was told, "I will note it in your account, but I cannot guarantee your services will not be turned off after may 25, 2014, and there will be a reconnection charge for having to reconnect your service". For the third time, I told the service agent and the supervisor that I was calling because I did not want my services interrupted because I am disabled and I am taking classes online. If my Internet and cable is interrupted, I will have no way of going to the local facility and pay the bill. I also do not want to have to pay a reconnection fee when I have notified the company that the payment will be paid on May 28, 2014. This is gross inconsideration on the part of Charter Cable, I feel as if when I call in to make payment arrangements, they (Charter Cable ) take that as an opportunity to make additional money on my account by setting a payment date that is" earlier" than the date I asked for.

Time Warner and Theresa Wamsley took $500 from my father’s account and they did it without his permission. The rep from the bank contacted my father and told about it. He told that my father had some problems with account and this sum was impossible to return. So I just want to warn other people, check your accounts and speak with the rep of banks in order to make your account secure. Also post comments if you have the similar things with these ###.

April 25, 2014 my two large dogs contained in my rear yard were barking with an alert of a stranger. I asked the 275 lb man why he was in my rear yard, he sarcastically responded that he was with Time Warner Cable, and has easement rights. I said I don't care if you are God, you are trespassing, and you should have knocked on my door, and asked or notified me before entering my property. He indicated he didn't need to do that. My two large dogs start jumping on him because they could tell he was not welcome and it is their job to protect their property, and the trespasser disregarded the two signs on both sides of my yard before entering: Beware of Dog! He then starting hitting my dogs with his arms, again 275 lb man. I called my dogs into my home. He came from my neighbor on right, and proceeded thru my yard into my neighbors yard on left, and found a cable box, which he threw the lid off of it about 10 ft displaying his anger. I called Time Warner Cable and reported to a supervisor, she apologized, agreed with me and filed a complaint to the employees supervisor. She also indicated that employees are trained to ask and notify before entering property, to be respectful, etc. I saw him leave shortly before I left my home for the evening. The next am I noticed an orange line running on my left side of the house from the cable box across the rear of my property up the right side of the property to the neighbors home. I called Time Warner Cable this am to ask what is this line, why is on my property, why was I not notified, what is the status and plan for the line, and the supervisor I spoke to this am was rude as well, indicated employees have rights to enter my property at anytime, have rights to defend themselves against my dogs, have rights to leave cords on my property without notice, etc. So which is it, which supervisor was correct, and what are my rights? So without any communication or respect from the employee or Time Warner Cable, I have rights too. I have a right to have my dogs contained in my yard, I have the right to protect my property and dogs, so I guess I get my pistol out and get ready for the guy to return, and protect myself and my dogs.

I had TWC for a few weeks and decided the Verizon service/movie/OnDemand selections were better, so I cancelled within the 30 days. They refunded most of my money and sent me a $0 balance statement, but here's the kicker:
About 2 months later I get a letter from a collections agency that they sent my account to saying that I owed $126. I disputed that claim in writing with supporting documents. I thought the shenanigans were over when that collections company sent me a letter saying the account was withdrawn. Of course not! Instead of TWC using the letter/documents and reviewing my account history to resolve things on their end, they sent me to a different collections agency. So now I must go through the process again. This is clearly fraud, and a waste of my time. I wonder how long the nonsense will continue.
When I called TWC about this, the manager tried to tell me that a $39 fee would be deducted for installation charges, even though the website clearly says all your money will be returned. This company is a joke.

I had already had my phone with the cable for a few years when i switched everything over to them. They told me they would send the modem for the tv. There would be no charge. My son tried to hook it up without success. We had to have a service man come to our house. After about an hour without getting a signal, the main office told him it was shut off at the pole. Then we argued about all the fees they were charging. The woman got disrespectful and said my bill had never been fully paid. That was a lie;I always paid on or before the due date. I requested all payments made in the past. Which was sent. I had prove my bill was always paid in full for as long as I had the account, starting with just the phone. My so had gotten me a phone service for
$15 a month offering me even more than cable gave. They upped my bill $57 a month for taking off the phone. I just canceled the whole account, sent back all there equipment. In the end they owed my son $33. We never got the money. Every time we made a call about it, they came up with some excuse. Now we are getting a collection notice for over double of what the balance owed to him was.

I noticed this has Time Warner Cable-Carolinas, my son has never lived anywhere but NY.

I was a customer of time warner cable I just moved and tried to transfer my service to new address 209 bellevue avenue marion ohio upon calling customer service I was informed that I needed to provide a lease which I did because prior tenants had a past due bill and their was a block put on this address so they could not transfer I took lease to marion office and called back now they are saying I was audited and owe a bill from 2008 so I requested proof a document or service agreement with my signature I made loits of phone calls to corporate chamber of commerse and made 3 trips to marion office to get proof each time they said they have nothing for me. whats the big secret if they dont have proof then turn my service back on and be a honest company but dont be dishonest and hold me liable for the previous tenants.

recently i had paid charter a months bill although we had been behind one month and on hard times trying to get caught up well they wont change the billing date so 2 weeks later out comes yet another bill and they shut of the services after 25 days rather than a whole month ok find i called them today and again i told them i just paid you and i am calling due to your billing standards and want to make sure that this wont happen again explaining i am on disability and working on getting the past balance paid up they said to bad we dont care we want another payment in 2 weeks or else we will terminate services now hold on i just paid 155 to restore the service they shut it off the 31st had a truck at my door today even after i had paid them this am. but they say it is computerized that they cant do anything. the lady on the phone was a total idiot and very rude when i asked to speak with her supervisor she claimed that there was not one and that they all did the same thing. this is charters way of extorting you for restorer fees if you get behind a way that they try and punish you for using there service yet they claim they value you as a paying customer

I have tried contacting customer service to ask for assistance with lowering my bill and they were extremely rude. The person on the phone would not help when I tried explaining that my bill was way to high. I have always had a set price and for some reason my bill keeps being raised. For the past two months, our service will get disconnected in the midde of the day because of $5.00-$25.00 being overdue from the previous payment. Charter will not connect our services until everything is paid in full. So it seems that I have to make charter a priority over other necessary bills that must be paid, which can not happen. Charter used to have great customer service that would work with you and help in times of need, but they are horrible now and I am considering changing services.

I went to make automated bank payment with Charter, talked to customer service and asked what needed to be paid. I had forgot to pay bill and she told me 132 and few cents. I asked could she do that and she stated if she done it would charge $5 so she transferred me back and I made payment of 133., so I would be a little ahead. When I got home I pulled bank transaction up and they took 277.06. When I called and complained they said well that the rest would have been due tomorrow anyway.can they just do this to people without consequences.?

I updated a credit card assigned for automatic payments in June 2013, prior to the payment due date. TWC then tried to charge my OLD credit card, which rejected the payment, because the card was cancelled by the credit card company (compromised data issue). TWC then charged me a rejected payment fee, a late fee and a 1 month advance on the CORRECT credit card 7 days later. I spent over an hour on the phone with them to resolve the matter and they ended up waiving the rejected payment fee. They kept the 1 month advance and I then owed my next payment in August. They then tried to double charge me in August. I disputed the extra charge with my credit card company and the credit card company agreed to reject the deduction and credit my account. Now...2 months later...TWC is trying to add back not only the rejected deduction, but ANOTHER 1 month advance on my monthly payment. These people are hacks. I urge all consumers to avoid this company and its twisted billing practices. I won't mention the details of the 90 minutes I spent on the phone Wednesday trying to resolve the problem with them.
Of all the companies I have ever dealt with in my life, this is by far the worst. I've been a customer for 6 years and consistently have 4 phone calls a year, mostly regarding their billing practices. On one occasion they refused to honor a price lock guarantee, and they now add a monthly modem lease fee despite the fact that I've had the same modem for 5 years, AND a price lock guarantee. I'm done with this rotten company. I'm not just some random disgruntled customer...I'm a long time customer and believe me when I say this company is absolutely ROTTEN.

1. Charter Communication is pushing all customers into what they call an upgrade. It is a package of useless services we don't need.
2. I went through 4 people when I received the "push" letter including Scott who was supposed to lower the bill to $125.96 and two useless supervisors. I asked Scott to send me a list of what we would get because until I received that bill, I told him I couldn't trust his estimate. He said he couldn't do that. In essence, I had purchased something based on a verbal commitment by a company, without knowing in writing what it would cost. And, Scott turned out to be wrong. Was it a lie, ignorance, marketing ploy, or sheer stupidity I will never know.
3. Everyone at Charter either lied or did not have complete information (that would mean upper-level management successfully keeps its people in the dark). They said (except the young lady today) we needed to replace the modem/router combo with separate ones.
4. Tech service was scheduled to do this several days ago. They lied (someone did) because at the end of their scheduled window, Charter was contacted and I was told they left a message - NO they lied. There was no message. When tech did arrive at 8 p.m. rather than by no later than 7 p.m., they said they were out of the equipment as was all of Charter in this area and we had to reschedule.
5. I checked the online bill today. It was @$145 and since there was a balance of @$89 after I paid my last bill on time, I really don't know what the monthly bill would be. This is how wrong Scott was.
6. I called Charter (this was my 6th or 7th contact to straighten this out) TODAY. I spoke to a young woman in billing. She said the modem/router we have will support the higher speeds (if true, everyone else who said it would not lied). She confirmed the Balance was a Balance owed (that started at @$9 and went up to about @$89). But when I called about the $9, I was told it was a credit - that person lied. The $89 was the actual balance owe plus the new bill that totaled $144.94 (from $138 that I pay now). So much for Scott's $133 (inclds taxes) quote and no wonder he could not send me confirmation as to what he promised - it was a lie.

Charter was rated the worst cable company in 2009 by Consumer Reports. We've had ongoing issues with the lying or people working for them being kept in the dark. Heed this warning. I've loathed them since our beginning service with them almost 4 years ago. My spouse wanted to keep their service. THAT FINALLY CHANGED as my spouse had it with them a few days ago. If the bill and service is not what was promised by the lovely person in billing (we won't know the truth for @a month) the service will end.

Time Warner Cable has recently blacked out 15-20 channels thus voiding any contract signed by the customer. Time Warner did not get our authorization to take out channels and legally, they can not be charging us full price for our service and they can not charge us for an early termination fee because they voided the contract, not us. Contact Consumer Fraud, Attorney General, FTC, ... to let them know of the fraud taking place! Contact Time Warner and let them know the law, they can not take away from a contract because that voids it! Don't let them threaten you, cancel now. They have taken 50 channels from customers over the last 5 years and now they are taking more. It's time to move on to a company that cares about it's customers, if there is one that exists!

I have been with Time Warner for over three years and have always had problem with their cable box. This last concern was just over the top. I work in San Diego and do not get home until late. For a month I could not watch 8-9 stations, some of them being my favorite. I was just too tied and did not complain because I knew this meant stay home from work and wait for the all day. Don't have the time. I was not able to call them and stay home to wait for them to repair this situation because I work long hours. For the month of June I was not able to watch much of anything stations was always non functional. During the Fourth of July holiday I took time off and had Time Warner come out for repairs. One thing that I am very upset about is that I called customer service asking for credit on the days that I was not able to watch the TV channels. The Rep could only offer me $ 49.00. I asked to speak with a Manager and she only wanted to give me $14.00. The is absolutely unacceptable, but yet Time Warner is calling me doing work hours asking for a payment. Never once was there a courteous call from them to find out if everything was ok, just wanted money for the bill. What ever happen to Lifetime Value” of a customer. I have had it with Time Warner. I wish I could work with their employers and teach them what good customer service is. There are too many other cable companies that I can and will choose from. They also need to work on their product service. I need to be reimbursing much more because of the aggravation and humility I go through dealing with Time Warner.

We have TV, Internet, and Cable bundled through Charter Communications. When we open our Internet Home Page (MSN), our location comes up as Johnson City, Tennessee or Pine Crest, Tennessee. I called Charter and was referred to Microsoft. I spent 4 hours on the phone with microsoft only to discover that our physical location is set by our service provider. This affects our local news, advertisements, and weather which we get on the internet such as: Restaurant coupons available for Johnson City - not Chatsworth. Pine Crest weather forecast automatically shows at the top of our home page - not Chatsworth or even Dalton, GA.
I am beginning to hate Charter internet service.

When I signed up for TWC Cable TV/Internet/Home Phone, I had to pay the entire first month and all service charges up front. To me, this seemed unusual, but I felt it was "offset" by TWC's "Promise"/Offer of a $150.00 "Reward Card" I would receive after paying 3 month's bills (including "signup, or the 1st month, January 7th, 2013-February 7th, 2013, making me eligible to receive the reward card by April 7th, or after paying the bill up to that point/3rd payment...)

Grace, My "Chat" Representative, was polite, but completely ineffectual. She offered me "Square One" Numbers to call, and finished with a promise to "notate" My account with the "Confirmation #" I had received from Vincent, as well as promising to "pass on" my "Kudos" to or for Vincent J4J in the same manner, due to the fact that TWC DOES NOT HAVE ANY DIRECT EMAIL ADDRESSES FOR CUSTOMERS TO WRITE TO, NOR DO THEY HAVE A PHYSICAL ADDRESS TO SEND WRITTEN COMPLAINTS TO (!?!) After an extended period of time waiting for more information, when I demanded some sort of Corporate Contact Info., she finally gave me an 866# I have called before!

She also suggested that I call Local Customer Service/Billing before paying my next bill, if I was going to "assume" that my promised/earned $150.00 credit would be applied to any outstanding balance, in case my Service was to be disconnected for non-payment!

I have never been so angry at a company or it's representatives, neither of whom I even know personally!

I am also perturbed, and somewhat saddened, by the fact that I spent a great deal of time to give credit to someone who truly deserved it, (Vincent), and he will, undoubtedly, think or believe that I had not true intention of doing what I had promised.

Oh well, Life goes on, doesn't it? And it can ALWAYS get WORSE, which I can personally attest to in my past experiences. Thank you for your attention and consideration, in advance.

Sincerely,

Julie E. Hemingway
[protected]
[protected]
[protected]@live.com
[protected]@hotmail.com

Here's where the PROBLEM started: I had to wait to receive my "Reward Card" Promotion Code, which arrived about a week after service was installed, or January 15th, 2013.

The Reward Redemption Code Card gave instructions to go online to twc.com/HolidayPromo, enter the redemption code and WALLA, you would be "REGISTERED" to recieve your reward card, as promised, within 90 days of installation, or after TWC had received 3 billing cycle payments (including the 1st month paid upon installation, as I said). But, the card warned YOU MUST REGISTER WITH YOUR REDEMPTION CODE ONLINE WITHIN 30 DAYS of INSTALLATION, which was, for me, on or before FEBRUARY 7th, 2013.

The first 5 (1) TIMES I tried to Register as instructed, I was immediately "lead" to an OOPS! No Page Present, or 404 Error Code Page, so I called the Number Provided on the Redemption Code Card, [protected], for problems with registering. I had to call back the next day when they were open.

The next day, I called the same #, [protected], and was told by a customer service agent, after going through the whole, unsuccessful process numerous times, that there must be something wrong with my computer!

I knew this was not the case (I am VERY Computer Literate, even fix other people's computers for them, and am somewhat of a "networking specialist", according to my late husband, who was a Software Engineer...)so I demanded to be directed to someone who could help me, perhaps a supervisor or technical support? I was given more numbers to call regarding the "Holiday Promo", promised that I would receive a NEW REDEMPTION CODE CARD immediately, and promptly disengaged.

I DID receive a New Redemption Code Card, but it was IDENTICAL to the original. I tried again, numerous times, to register online, with the same OOPS!/404 Error Code Message. I went to twc.com, "My Account", and tried to reach someone who could help me via "Contact Us" and "Support" Links/Options, to no avail.

I tried Online Chat for "Personal Service", and was given more "worthless" numbers to call, including some which were referred to as "The Redemption Team", which simply lead me back to square one!

In between I also: Altered my Internet Explorer Security,
Closed/Reopened "Pop up Blockers", Checked/Unchecked Compatibility View, Typed in every possible version of the twc.com/HolidayPromo Site for inclusion in "Safe Sites", Temporarily turned OFF Windows Firewall (!) as well as "Safe Sites", reconfigured my network connection (with/without DHCP), and even went "in the back door" to rr.com (roadrunner internet, who still provides internet access but is actually "joined" with TWC!)_to "find" my "real" email address(es) and try to "sign in"/signup for reward redemption registration THAT WAY, with NO SUCCESS!

So, since I still had a week left to register for my Reward Card, prior to the end of the 30-days after installation deadline, I took a break, to start anew at the beginning of that final week. Besides, I HAD TO, all things considered, JUST to reconfigure my Security via Internet Explorer, before I HAD REAL PROBLEMS.

Well, to Sum Up or End this Sad Story, I called every day up to and PAST the "DEADLINE" for Registration of My Reward Card Redemption. I went online, called every number they gave me, continued to try every possible way to register online, complained incessantly to any TWC Customer Service Rep. Who would listen/make a a note of it on "my account", and finally ALMOST gave up entirely and decided to QUIT TWC (Despite Early Disconnection Fees, Etc.)and go with AT&T, until I FINALLY reached a REAL PERSON, Vincent Alvarez (Vincent J4J, TWC Employee ID), who Credited Me for Overcharges I had Tried to Argue about BEFORE (reaching him) AND gave me a CONFIRMATION # regarding my Reward Card Registration, (#[protected]), which EVERYONE ELSE HAD FLAT OUT REFUSED TO DO.

Because Vincent gave me such exemplary service, and I was actually HOPEFUL again that I might get what I had coming to me after all, I offered to speak to his Supervisor and/or give him written as well as verbal "Kudos" for his extraordinary efforts. Unfortunately for him, His Supervisor was "Tied up" at the time I needed to speak with her, so he assured me she would Call me back within 30 minutes.

I didn't want to depend on that possibility, so I requested his company email address, so that I could send him my personal "Kudos", as well as reconfirm everything we had resolved during our fonecon.

He wasn't sure if he was "supposed to give me his company email address", so he gave me what he considered an "alternate email". Once again, Unfortunately, his "alternate address" turned out to be "undeliverable" via Windows Live Mail.

As a last desperate measure to ascertain My Kudos for Vincent, as well as reconfirm the resolutions to my TWC problems which he provided, I went online at twc.com AGAIN, to Chat with a Customer Service Rep., trying to find a correct email address for Vincent, as well as "Notate" My Account with Specifics such as the Confirmation Number Regarding My Reward Card Redemption Registration, which, at that point, had been promised to me, alternatively, in the form of a $150.00 credit to my April bill.

I called to request a payment extension due to a delayed paycheck.The customer service rep was very difficult to understand and refused to give a 5 day extension.And proceeded to tell me that my services would be interrupted if I didnt pay right than n there.I have taken services off to make my bill cheaper but it seems to be well over 300 dollars a month somehow.Charters prices are continually raised and they have extremely poor customer service.

I have read the reviews for charter communications on several sites, my complaints are mostly all of the ones mentioned but here is my story as short as possible. Customer since 1999 due to the fact that I wanted a bundle package and did not want to use AT&T or one of their subsidiaries. It first started with the installation, their installer drilled many holes in the brick on my house, to this date after raising a stink they still have not done anything about it. There has been a continuous problem with tiling, loss of sound, can not record, no service (long term loss of service), bad cable boxes, etc.. Several repair techs have been out to correct the problems which they seem to fix for a day or two and then back to lousy connections. It is ridiculous but if they don't fix it this time I'm going to chuck the convenient bundle package and go with individual carriers for phone, internet and tv. Three bills but at least I'll have more options and cut the $250.00 per month bill in half while having the ability to shop around for better service and change at my option.