Spectrum.com
Reviews and Complaints

I cancelled my internet with Time Warner and returned my motem to their store around of 3/20/2010. The attendant said I would receive a check in the mail for the credit balance in and did not have to do anything further. However, it is now 6/28/10 (about 14weeks) and I have not received the check for the money owed to me. I called Time Warner and the customer service rep told me that it takes 4 to 6 weeks to receive reimbursements owed. I asked her if my check "fell though the cracks, " and she said yes. Instead of issuing the check immediately she said she could only submit a request for my check to be issued, and that "I should receive the check in about 4 to 6 weeks." Great... at this rate maybe I will receive it by March 2011.

If we are charged fees for paying late shouldn't it be allowed for the customer to charge interest on money owed to us if it was not paid back on time?

I changed from Time Warner Cable to satellite service. Why is Time Warner so slow in getting a refund out. I have talked with some very nice and helpful people but over 2 months later and still no refund. Plus I called to cancel service and had to return the cable box to the local (Ohio) office. Service was not cancelled until I walked the box in and handed it to the people. They were supposed to come and take the wires off the house - that hasn't happened either.

Charter is THE WORST internet provider I have ever had the displeasure of doing business with. My husband and I use the internet for a variety of purposes, so we need a good internet connection. We had Charter's 8mb package, but it wasn't cutting it. We upgraded to 16mb. Unfortunately, we're only getting 2mb. This has been going on for months. I have called numerous times, had two techs come out, have been made promise after promise after promise, and still no resolution. I couldn't tell you how many hours I've spent on hold. OR how frustrated it has been to always get a call center over in India where English wasn't their first language, and they have NO CLUE what I'm saying. Supposedly they are getting someone out here tomorrow, but I was already promised a supervisor tech to come today who never showed up. I was also promised a call from dispatch today that never came. I called a third time JUST TODAY to get something scheduled for tomorrow. This has disrupted my life in so many ways, as a great deal of business I do is over this internet connection. I cannot so much as even load a graphics intensive website or watch short video clips without the internet connection bombing out. Unfortunately for me, Charter has some sort of deal with the Air Force base, and I cannot go elsewhere for service. However, if I can discourage just one person from dealing with Charter I will have felt like all my suffering wasn't for nothing. So please, SEEK SERVICE ELSEWHERE! Charter is the absolute WORST INTERNET PROVIDER EVER.

Found charter trying to run a cable across our property to connect to
the strip mall next store. They did not ask permission. They said that
they could not ask permission because it was an emergency ( phone service gone
and no 911 calls could be made), so they said they put in the temp line at 2:00 AM.
Since I lived right by charter's building, i went over and asked to see the work order
for the 2:00 am service call and no such service call was made. I talked to a supervisor
and he finally admitted that they had known about the problem in the neighbors
phone the day before at 4:00 PM! It was not an emergency that had to be fixed at 2:00 AM.

I recently started working from a home office doing web development and software engineering. I was unable to access my computer on port 80, so after much trial and error, removing my router, and plugging my computer directly into the modem, and using a packet sniffer to see what packets were coming through, I found that no packets were making it to my network if they were inbound on port 80.

So I called Customer Service. They said the modem wasn't blocking any ports. In fact, five or more Customer Service agents including a manager ALL insisted that Charter doesn't block any ports anywhere. They also refused to transfer me to anyone who knew what telnet was, or had the ability to run a simple test to help me debug the problem (if indeed they were not blocking port 80). The best they could do was send a cable technician to my house. I agreed.

The cable technician called the technical support person he talks to about network issues, and immediately the response was: "Yes, we block port 80 inbound on residential service lines".

LET IT BE KNOWN! Charter Customer service will sit and lie to you all day long, and say they don't block port 80 - they do.

Limiting bandwidth on port 80 is acceptable. Blocking it all together is not okay. Blocking it and lying to their customers about it is shameful and false advertising. Dear Charter: You suck.

Time Warner billing is wrongfully implying a billing cycle, forcing customers (who pay their bill cable on time) into a 30 day delinquency, during a 20 day billing cycle. A bill due by the 10th of the month becomes delinquent, after the 20th of that same month; the current bill is due. Time Warners bill cycle is 20 days.

In other words, customers are paying their bill twice in one month and doing this to keep their bill status current and out of delinquency. Time Warners bills their customers one month ahead of schedule. So regardless if you pay your bill on time, the only way to avoid a late fee and delinquency. Is to keep paying ahead of the current months billing cycle.

Recently I switch my internet provider to TWC seeing the low offer $29.99 for Fast Road Runner. With thought I will save $5 or $10 a month, I have ran to a really big issues. First, on installation, their contractor just broke my drywall in 2 places for nothing, eventhough I already told him my house is prewired. I kick him out of my house after seeing he wacking a 2nd hole. They sent a patch up guy a week later to patch these holes.. then 2 week later, there came a cable burying crew. This time again they broke my sprinkler system in 2 places.. After all the phone call and damage claim filed, I got a schedule for a repair crew to come out to fix the damage.. I wait the whole Saturday and no one come up at my door. I called the customer service and their rep only said the damage department doesn't work on weekend and there is no way to contact them. Come Monday, I cal their damage department rep and she didn't answer the phone or return my message.I call customer service and they keeping hangup on me.

Charter Communications offers bundle packages to save you money or maybe just to rip you off. I have an HD box and it will not work. Every time you change a channel it takes 45-90 seconds to actual change to the new channel. The set freezes, I have had service to my home twice and spoke to customer service reps on the phone. Have been told repeatedly it is a "signal switch issue that causes HD box to freeze up, we are aware of problem in your area but don"t know what to do with it".

The last serviceman in my home disconnected the HD box & connected cable directly to the TV. I have been told I have to keep box untill end of contract even though it does not work. If I return it I will be charged a penalty fine and cost of service will go up. I have asked for a supervisor to call me and have heard from no one!

We are very patient people. We understand that nothing is perfect and that people are human. That was before we became a Charter customer.

We have had Charter service (or should I say lack of service) for 3 years. We pay nearly 150.00 per month for this lack of service. Our cable internet is down about 60% of the time. Each time we call we talk to a different customer service tech and are told the same thing over and over..."unplug the modem", "reset the modem" "is the cable tight" We explain that it is an ongoing problem they get snippy and go back to their "unplug the modem" speech... We have had a tech to our home several times. They scratch their heads and say it must be a problem outside. (we did have one tech that said we probably didn't pay our bill and maybe it was turned off, we promptly ejected him from our house...)

To Date, we have not been contacted by Charter in response to our request for an "outside" technician. We have no one to talk to other than the "read out of a book techs...)

I guess its time to move to DSL and a Satellite dish.

If you have a choice, don't waste your time with Charter cable. Its not worth the frustration!

I recently ordered internet service at my home. TWC internet site indicates that 1. order free modem, 2. call for installation. What they don't tell you after you have placed your order, is that you will pay for shipping and handling of the modem, which can be supplied free of charge by TWC. They are in a deceptive marketing partnership with motorola to sell modems. The installation person shows up and asks why i did this... I showed him the instructions from TWC web sit. Now I have to send the modem back and pay additional shipping charges.

Today was one of the many times I had to call Charter cable for many many problems.This even was due to a bill that was 10 dollars higher than quoted. The representative was not trained on how to view the billing and continued to speak over me. When requesting a supervisor I was placed on hold for several minutes and when the representative finally got back on the line she stated that her supervisor would not take the call and she was working to locate another. Annoyed at this point she placed me on hold again were a supposed supervisor got on the line said she was in repair and did not handle billing that I had followed the prompts to the wrong place in a very condescending voice then without a response from me muted the call with a quick i will transfer you to billing. She never even stated her name or introduced herself. That was 7 minutes ago and am still sitting on a muted line listening to dead air.

DO NOT USE CHARTER COMMUNICATIONS SERVICE- BAD SERVICE AND SCAMPED FOR MONTH
MY CABLE TV WAS HAVING TROUBLE SINCE 03-13-10 AND I REPORTED TO CHARTER CABLE AND THE TECH CAME AND TOLD ME THAT THE OVERHEAD POLE SPLITER WAS FLOODED DUE TO HEAVY RAIN, THE NEXT COMING MONTH I WAS CHARGED FOR THE FULL AMOUNT OF MY MONTHLY SERVICE WITH EXTRA SERVICE TECH FEES TOTAL OF 110.14. WELL BUT MY SERVICE STILL NOT FIX YET, I AM OUT OF SERVICE TILL TODAY 05-10-10 AND I RECEIVED ANOTHER STATEMENT IN APRIL AND MAY, THIS MONTH.
QUESTIONS, IS IT FAIR BEEN CHARGED FOR HAVING NO SERVICE FOR 2 MONTH AND BEEN CHARGED EXTRA FOR NOTHING, BEEN TRYING TO CALLED FOR HOURS AND NO ONES ABLE TO HELP. WENT TO ONLINED SERVICE LIVE QUESTION BUT WAS CUT OFF AND NOT BEEN ABLE TO RESOLVED. THIS CABLE SERVICE IS JUST SO POORLY IN SERVICE, RUDE AND NOT EFFICIENT IN ANY OTHER WAY. NOT RECOMENDED AND I WILL TERMINATE THIS PRETTY SOON.
CONSUMER BE AWARE OF CHARTER CABLE/ CHARTER COMMUNICATIONS

I closed my account on January 28, 2010 and returned my equipment for which I received a receipt and was told that I would receive a refund check within 4-6 weeks. When I didn't receive it in March I called and talked to a CS rep who said the equipment was not returned. I told her that it had been returned and she ordered that a check be cut within 4-6 weeks. On April 29 I called because I haven't received a check and I was told that the equipment has not been returned yet. I told them that I returned the equipment in January and that I have a receipt for it. They needed me to fax them a copy of the receipt (which they should have for goodness sake) and now I am told that I should have a check within 4-6 weeks. It takes 6 months to process a refund check?

On March 30 2010 I purchased a charter bundle of internet, tv & telephone service it came with promotional of $50 for each item, total of $150 I didn't print the rebate coupons off at that time because you had to set up a service date to progress to that point I was called the next day by charter representative to set up a installation date to which I did, I cannot print the rebates off the internet now with out going through the process of placing a new order, I have called charter communications multi times and forwarded to several departments and finally to broadbandoffers.com which charter says they are the responsible party to remedy my problem I have called broadband to which they direct me to broadbandoffer.com-support I went their and could find no remedy to my problem, so I called charter again and was given the same run around then directed back to broadband. All I want is my rebate forms not blood.

I have had it with Charter Communications ! Their cable TV service is very poor. Charter cable TV service has many problems.

Charter TV cable has always tiled from the first time they went to digital. Tiling is when your picture goes away and comes back in little squares. Sometomes the picture just snaps off to a blank screen losing audio and video. I have called Charter at least 40 times to tell them of their poor service. Each time they make a service tech come to my house and play with the wiring, then say I can't find anything wrong inside your house. Then they also say I can't find anything wrong outside your house. So I ask then "why is it always tiling with picture cut offs "? They say I don't know why. Around and around we go for 3 years this has been the story with Charter. They can't fix anything when it comes to the poor cable TV service. And Charter's attitude is very poor also towards customers that complain.

So I did some research and contacted many people in the cable business and also service techs that run lines and also a few cable television networks. I told them of the problems I am having with Charter TV service.

And it comes down to the old coaxial cable lines that Charter is using.

See, Charter is a latecomer into the cable tv business. Most of the areas they are in were serviced by an earlier cable company that has been taken over by Charter either by ( Government deregulation) or the other cable company was bought out by Charter. In my case Charter bought out the other company who had their coaxial cable lines strung in 1986. And Charter has never replaced the lines and it is year 2010 so the lines are 24 years old. Many of the technical people I have spoken to tell me it is that exact problem that is causing much of theCharter TV service issues. Old cable lines.

Compaired to other services like AT&T U-Verse cable TV and Verizon Fios cable TV they string all new optical lines and will not reuse the old coaxial cable lines. So it comes down to money, Charter is not willing to restring new optical lines especially in the rural areas where the population is less. Yet, Charter asks a good price for their service but puts economics ahead of customer service and product reliability.

If you have Charter and experience this type of cable TV problem you can call them all you want and they will say the problem is in your house and will set up an appointment with a service tech. "NOW you know better and NOW you know the truth about Charter".! Charter is using old coaxial cable lines and the lines are degrading.

Here's a fun one which a few people MIGHT have experienced from the rip off company known as Time Warner Cable.

I lived in WA state for awhile and decided to move with my partner to Cleveland, OH. A friend of ours let us rent the upstairs for a reasonable fee (and we trust them too). So the week before I decided to leave there, I wanted to get the utilities (TV/Internet) set up, so I ran across the dreaded Time Warner and found the 2 year price lock to be a decent deal (it was priced at $89.90).
So since I didn't have a credit card at the time, I asked my parents if it was okay if they paid for the setup and they agreed. The purchase from hell soon began starting 2/20/2010.

1) The first error was on my part as I gave the wrong address, so they had to reschedule (no big deal). I was due to arrive at my new place on 3/1/2010, so we rescheduled for 3/3/2010. As funny as it is, the technician did NOT have anything nice to say about TWC, AT ALL, but continued to install (lucky us...I guess).

2) The channels that I get...guess what, are almost ALL DUPLICATED on other channels! So for instance, the ones I get on one channel, I guarantee you I can find the SAME CHANNEL, just numbered differently! And to top it off, I'm not talking about the HD channels (because I don't HAVE HD).

3) As I will note below, there are a couple of 'hidden fees' that they don't tell you about, especially when you get your first bill!

4) I get my first bill...for the amount of $204.28. What does it entail? The following (this is on the BACK of my bill):

BEGINNING BALANCE: $0.00
PARTIAL MONTH CHARGES: $92.89

NON-RECURRING CHARGES: (The dates are all for 03/03)
* HIGH SPEED DATA INSTALL: $0.00
* VIDEO INSTALLATION: $9.95

I signed up for time warners road runner internet package. At that time, they offerred a "free with rebate" wireless router. The router cost $50, what they neglect to mention in any of the literature, or when you sign up on the phone is that they do not handle any of the rebate information, it is all handled by a seperate company called offerwire. The router arrives without any forms to submit the rebate. I called Time Warner several times, and they were unaware of any rebate that was offerred, and could offer zero support. My third time calling Time Warner got me to an operator who told me that wasn't their issue, I would need to call offerwire, the company they had unknown to me, handed me off to after signing me up for internet service.

Offerwire has thousands of forms, specific to provider, model number of the router, and the promotion period during which you signed up for the service. I called them directly, and setup an account and asked to have the correct form sent to me. I had to wait 2 months to receive the required Time Warner bill documentation needed to submit the rebate forms, by this time, One of the rebates had actually expired, and I was no longer able to 'take advantage of'. I sent in my proof of purchase, 2 Time warner bills, and the form they had sent to me. Months went by without any word. When I contacted them, they said that I had sent in the wrong form, I sent in another form and duplicates of my information, months again passed, and no word. I contacted them again, and they said my proof of purchase and of service had not been included (it had). I sent my forms for the third and final time, at this point, I have been hearing that my card is in the mail, but over a month has passed, and it has yet to be received. The company is based out of the carribean, so my legal recourse is limited at best. Shame on Time Warner cable for cheating thier customers like this!

Worst service ever. Never quite functional. Pay for on demand, it never works. Box constantly fails. 4 years and 6 boxes - hard when you have a full time job. $150 per month for this crap service which is a monopoly. If you can do anything about Time Warner Cable NYC please help. They do nothing to help you, rudest customer service imaginable, worst service imaginable. Basically a theft job. Can someone start a class action lawsuit?