Spectrum.com
Reviews and Complaints

Set up service with Charter to be installed on June 15th between 1 p.m. and 2 p.m. I never received a email or a call stating that the service had been canceled I called Charter customer service line and spoke with a Tonya and the customer validation Department she ran my records and it stated that I had been at my address since January which is incorrect I've been here since May 29th she was very unprofessional speaking over me when I was trying to finish my sentences. She helped me in no way at all. She would not give me a supervisor name contact or email because I had additional questions that could not provide answers for me and just keep telling me there was old debt that needed to be paid and I'm asking her how to go about it and she has no clue. My personal opinion she needs more training and not just make the customer upset and not try to fix anything. I'm big on word of mouth references and she is not doing a good job, made me go tell my family Charter customer service is not good, a little unprofessional and rude.

Unhappy tried to be future customer

I called on Friday June 2nd to see about lowering my bill. I was offered a lower price and an increase on my internet speed. The customer service person I spoke with was great. She said a technician would be available on Saturday June 3rd to come and install a new modem due to the current was not equipped for the upgrade. She said the technician would be here between 1-3pm. I also received a message on my home phone stating the technician would be here between 2-3 on Saturday June 3rd. I ran my errands and got back so not to miss him by 1pm. By 320 I had not seen not heard from the techinician. I called TWC to see if the tech was running late. I was then told a technician was never scheduled and the modem was shipped. The customer service person told me that it would be delivered by FedEx on June 3rd. It was not. I am confused to how I would receive a notice message reminding me of the appointment with the technician and it stated it would take approximately 2 hours to complete if was never scheduled to begin with. I waited for over 2 hours for the technician only to find out it wasn't scheduled. I find it hard to believe and feel that my appointment we actually cancelled. Now I can either call TWC when the modem gets here or I can install myself. These were the options I was given. I don't mind installing myself but I am very upset about my lost time on saturday. Also, now I am responsible for returning the modem either by mail or to the nearest store which is 15 miles away. Please look into this and see what happened to my appointment. Thank you.

my Internet /phone is offline more than on, today is Sunday 4/30 the Internet/modem has been down for the most part from 10am till now at 4pm.
This problem has happened before but seems to be getting worse; yes I had twc reset the modem on line, I cannot believe this is normal. I have bundled Internet, phone and television..Either repair. Replace modem or just find the problem!
please help my wife is 77years old and with medical problems the phone is most important...
philip francoeur
[protected]
[protected]@twc.com

Our neighborhood recently had wire run underground to apparently offer Charter cable. We went outside and talked to the contracted crew and made them aware that we had a sprinkler system and we placed flags in the ground outlining the placement. We were assured they would be careful and tidy up the yard after they finished, but they did not. It is quite an undertaking for us to repair ourselves as well as costly to get topsoil, sod, etc. We are asking that someone come out to our home and bury the wires and repair the ground all the way down the front of our property please.

On March 17, 2017 I received my bill and saw that the amount had increased from $85.75 to $96.25 for the same service (no changes). I phoned and after speaking to several people I was told my service would be at the rate of
$87.07 which I agreed to. I mailed a check on March 24 for the amount of
$$87.07. Today I received my bill which is due on May 8 for the amount of
$105.43 which include a past due of $9.18. After speaking to 2 different
people (customer service) explaining why I was calling I received an
explanation for the amount of the bill. I was told no adjustment to
the amount of my bill could happen until I paid the $105.43 (including the
past due amount). If this is the way Spectrum is handling customer
service I am very upset and disappointed (I have had and stayed with
Time Warner since it was first available in my area even with the increase
in the amount of the bill but not in service.
I would appreciate knowing if any adjustment will be made to my monthly
bill
account # 10202-[protected]-6001

I cannot believe how many times me receiver has to be restarted and from who knows where. My receiver has been restarted twice in the last 30 minutes. This receiver restarts at least once per day, why? It takes 5 to 10 minutes for this box to restart. Considering there is so little to watch on cable, if I actually find something to watch, I would appreciate being able to watch the whole thing. What ##### engineered this receiver and what ###### approved it for consumers?

On 1/27/17 I called Spectrum/Time Warner to make arrangement to paid my bill on 2/3/2017. Due to medical reason, my bill had fallen a month behind. I was told that since Time Warner had been bought out by Spectrum that they were no longer allowed to make arrangement for past due accounts. I am a senior citizen and only get paid once a month. Spectrum would not even extend my time for payment when I informed them I had a medical call alert attached to my phone. It took me over an hour and getting transferred from customer service to billing several times before a representative gave me the direct number to billing. It then longer for them to tell me they would extend it this time to the third. What will I do next month? Go through the same process again. No way am I going to do that again. You ask for a desired outcome. I do not want anything from Charter Spectrum. I let them disconnect my services and my children put Dish Network and ATT phone and Internet into my apartment for me. I will be paying less a month for better television and service. If someone me if I would recommend Spectrum as their cable service, I would encourage them to shop around.

I spent 67 total minutes speaking with various customer service reps. First rep Dakota was certainly attempting to be courteous, however she repeated the same "lines(clearly mandatory by company)" over 23 times. After 45 mins, waiting to get hersupervisor, the call was dropped. I called back and Adam answered. I asked if at all possible, could I be transferred to Dakota. Adam was very short and rude. " ya wanna just disconnect your service; nothing we can do but disconnect...did you hear me!?" He moved on to say some very inappropriate words and connected me, finally to his supervisor Joseph. Joseph was short upon introducing himself... and told me I should just forget about deals. He forwarded me to another supervisor, Jospeh, who had a fairly calm demeanor... still lower line type salesman speak. I spoke of customer loyalty. " Working with exisitng customers should be important" He repeated the same lines no less than ten times. And proceeded to say "NO WAY we can work on getting you better pricing. NOT POSSIBLE"
I believe customer service should be " Let me seewhat we can do; we want to keep you". The absolute opposite was each person's sell. Horrible. And, it was a request to work on somehow decreasing monthly bill back down( not a hell of a lot of money) ... NO NO NO NOTHING NOTHING NOTHING WE CAN DO NOTHING WE WILL DO. YOU CAN JUST DISCONNECT SERVICE.
Veteran packages...mentioned this and was laughed at and "NO WAY"
I believe this growing corporation has the responsibility to respond to customers and work hard at educating customer sales service people about PROPER SPEECH, INTEGRITY, EMPATHY, AND THE VALUE OF RESPECT.
I am unable to recommend this company. I am shocked at what transpired.
LOYALTY should be rewarded, not thwarted!

I do expect adequate attention to thismatter from wherever the higher customer service reps reside. Absolutely unacceptable.

I called in Dec/2016 to check on internet and phone for my business, and was told I was in a area they did not service. I called back shortly and was told that they could check it and may take a few days. I was called back and discussed at length what it would take cost and all aspects of this change. I ask if I needed to purchase any equipment and if there were any charges associated with being put in and I was told there was not, the person name was Meryl. I made it a point to ask this ? as I could not justify the change to them if it was going to cost me anything and I made this clear. She said I had to sign a paper on the email, it did not come through for me to sign the first couple of times and when it finally opened up for me to sign, my mistake was signing it as she was in a hurry and said go to last page and sign so she could get it scheduled, so I did sign it. They installed on 22nd of Dec/2016 and and I then received a bill on the 27th for a install fee and first month in advance that was due on 30th of Dec/2016 of the month not a reasonable amount of time to to pay a bill, I ask several times when I set this up if I would incur any charges and was told know . I immediately called about this and was told I had signed a piece of paper with this on it, and that they would have the person who set it up call within 24 to 48 hours and today is now the 24th of Jan/17 over 30 days later and she calls and tells me I signed a piece of paper with all of these on there, I explained that she had been ask over and over about cost and she explained nothing, and said nothing about these charges being in advance and any installation cost, very shady business practice on her part, omitting things to get a sale is very deceptive on this sales person part. Also I called again after I received the bill and spoke to someone when she didn't call within 24 to 48 hours as they had told me, and was told by that person that they would put in for this installation to be waived and that I would hear from someone within 3 days on a decision, did I ever hear from someone? Know! I did receive a call from someone wanting me to sign papers about something to do with this installation and I informed him that until they addressed this matter I would sign nothing at that point, that was in Dec/2016 and now the first call I receive is from Meryl over a month later, after she was suppose to be in contact in 24 to 48 hours. Really is this how you conduct business, I still have not heard anything on the Installation being waived and I feel this is very bad business sense I called and tried to take care of this matter in a timely matter and I was lead to believe that there was no cost, just so this person could get a sale, and she didn't answer a email from her company for a month. A month later is not acceptable even the IRS answers within 30 days. I did pay the service bill as soon as I could for the month in advance as I am getting the service but sense know one will address the installation charges with me as they said they would I did not include that in my payment. Why is it so hard for a business to be truthful and follow through with what they tell you that they are going to do. Still waiting?

Story of frustration: numerous months ago I decided to try out the relatively new twc live tv system. The concept was great, but from the very beginning, the reliability of my system was intermittent at best. I contacted twc several times in an attempt to give some improvement. I talked to people in india, philippines, etc. And all tried their best to help, but the problems continued. As a life-long research engineer, it struck me that the problems were truly random; however, those trying to help always laid blame on my various devices. I would hate to guess how many hours I spent on the phone. I also noticed similar problems with the speed of my service, but I wasn't paying for the highest speeds and I accepted the poor consistency of the download and upload speeds I was getting. When told my problem was coming from my router, I did not argue and I purchased a new router, and a few months later another one. During the entire process the live tv performance remained intermittent. Eventually, I was told that for better service the solution was to increase the download and upload speeds to 20gb/sec and 2gb/sec respectively. I coughed up the increase; however, again the problems did not go away. The last time I decided to fight for improvement, I was told that the modem I was using could not handle the speed increase (Even though this modem was provided by twc). So, I picked up a new modem with and integrated wireless router from twc and installed it. You guessed it, the problems were no better than before. We are now up to the current date. Two days ago I requested a technician come to my home and figure out how to solve the problem. He was a knowledgeable, good you man and he went to the trouble to eventually replace every wire from the service to my new twc modem/router. He tried everything in his power to solve the problem, and even replaced my new modem/router with another modem/router. While he was working hard in bitter temperatures, I was running tests on the connection. He spent two days trying to resolve the issues, but the random rates of transfer speeds continued with ridiculous variation. I suggested to him that engineering experience has taught me that truly random events are generally caused by some type of noise, albeit mechanical or electrical, etc. A lineman was called in and he did his best to balance the signal at the point of connection at my location. Problem continued. When the techs left today they said there was a rumor that there were some trunk line problems and that they thought they might be corrected in a day or two and they would check back. Seems to me that I have invested a lot of time and money because of the lack of a twc preventive maintenance program to routinely check for noise of trunk line segments. I would hate also to guess how many hours well meaning techs at twc from around the world tried to correct problems that were out of their control. To me, this whole sequence of events is a management systems problem that needs to be addressed. I know it has made me severely wonder about staying with the service, even though the potential of greatness is there.

Dear time warner cable,

To whom it may concern about doing business w / time warner and my bill. I called about my bill going up $25.00 higher this month alone!

Some people in life are on fixed incomes these days. Meaning many us citizens don’t even get raises any more or benefits any more. We have no medical any more (meaning the deductible is 5, 000 each person). So we now pay all our own medical bills. Because small companies such as what my husband works for can’t afford to offer better plans. Unlike your company of time warner being a large company you can offer your employees better medical plans. Or at least I gathered this on the phone when talking to your employee’s who couldn’t grasp what I was saying about medical bills when one is older now. As many of your reps were rude representatives who didn’t help me one bit. To bad your company won’t live up to the message you show on tv or your own voice mail by telephone saying : “we have many plans let us bundle a package that will work for you lifestyle and budget”.

Oh and I can’t save a lousy $10.00 a month on a modem as has been suggested each time I call in to complain of my cable bill going up. Because, it’s the modem that they have put in our home that allows the phone to be plugged into it (my telephone that now has to be downstairs at the modem). This year (2016) is the first time ever I can get some type of internet in this house in the ten years we have lived here (with either company of time warner or cincinnati bell). Why, because we’re not wireless any more and because we pay extra to use time warner’s modem box. Meaning, even your techs finally came to our home and added some beige booster boxes to wall outlets and ran some kind of hook up to use our electrical wall outfits. Needless to say in using time warner for services, life has been a challenge of getting all services we have paid for living 10 years in this house. I have well over 6 cords buried under my front yard, side yard to the cable box and backyard and other side yard. Three cable lines that dangling down the sides of my siding from previous cable line hook ups. All kinds of black connector cable line boxes rubbing walls in the inner of my home, not to mention at least 4 cables up in the attic running from all cables that drape down the sides of the outside of our home. It’s going to be a hard sell to get this home sold with all it’s cables and holes to the siding of our home and holes from attic walls to tv’s. I’m saying i’ve always known not all these tech’s coming to my home know what the world they’re doing.

Don’t yeah dare get me started on the on demand service offered with our package. Can it buffer every day any more then it does! There is no such service most days for me in using on demand so I don’t or let’s say if I do try to use it I fight through being able to view one half hour comedy show. Not once in all the years of crappy service has your company ever even given us a discount with all my letters and calls.

I left your company for three years after having you the first seven years we lived at this residence. Praying that when you would bring fiber optics to my location in ohio our service would improve. It kind of did now that your tech hooked my internet up better. With your modem and your boosters to my wall outlets and direct service to most computers in our home. Not the on demand though, that still buffers many days!

Then what does your company keep doing after having had my lawn torn up for new lines many different times in using time warner for service. Why, you keep upping the bill now, over and over. These constant so call taxes that increase too. The fiber optics cost in thrown on the consumer. The dvr recorder box increases, the package increases, the higher channels increase (As consumers we’re told, cost go up for you because networks charge you more money). No, costs go up for the consumer only! Now we must pay for each tv’s adapter black box we have connected just to have your service and see tv. At a cost of $3.50 or $4.50 a month or higher. Because goodness knows time warner will find some reason to increase this needed item too. Each time the consumer gets our bill the costs increase. I’d rather have mandatory contracts or controlled government regulations to protect me from these out of control costs by my local cable companies. The monopolies they are. Yet, the service never improves!

I called to get help on 11/09/2016. Instead I spent from 6:30 pm – 8:30 pm getting no where. Absolutely no where with getting my bill under control, again for what services we have. Instead I was told to eliminate more. I told them if I eliminate more service from my cable bill what would be the point of having a cable company. No we don’t want just standard channels. I need more because your on demand never works! It buffers, all the time. At least with higher channels I can watch lifetime movies (the same repeats year after year). Also hgtv, history, discover and tmc. By the way thanks for eliminating hallmark movies. It was the only channel I truly loved time warner! But, the price of our bill went up again, again and again!

No instead on 11/09/2016 I got rep #1 (Beth) absolutely a poor attitude on her. She did nothing for me. But, tell me no that’s your bill and that’s a good price because the cable is going up. I asked for a supervisor and she wouldn’t let me talk to one. I finally said good bye i’ll call back tomorrow. That was my way of letting her know she had a terrible attitude and I would pursue the issue. That I would not just give up as these time warner reps are taught to irritate the consumer so we want to hang up and won’t waste time calling back.

Rep #2 - tony a supervisor I was put in contact with for help with our bill going up. She told me to hold online for a rep that handles putting bundle packets together. That would be rep #3 - ilesha - this women – helps me get the bill higher yet. She tells me she can add back on starz that I dropped months ago and get the bill to only $148.15. I was like what part aren’t you understanding? I want the bill to go down not up! She too wouldn’t help. I finally gave up with her too as she had no intention to help at all and that was clear.

Rep #4 monica - reached her at 7:46 pm. This is after i’ve been on hold over and over or purposely being hung up on once they know I want to disguise my bill going up. Yes, two of them did hang up on me acting like they didn’t mean for line to go dead!

So monica was no help, gave up with her too and just hung up.

Called back and rept #5 - leah - asks me, “has any one at time warner offered for you to speak to our customer solutions dept. ”? I told her some one better offer something or again i’m calling time warner in new york city at corporate level to let them know what terrible service the customer gets when calling in for help with simply my bill. (No really terrible service with everything to be truthful).

So leah puts me in contact with a selena in customer solutions. Basically she asks all questions of tv we watch, our one older son’s gaming habits and I told her he only plays games online now. He gave up on xbox years ago because it would never stay connected and he got tried of those same type of games offered each year. So he only uses internet gaming websites. My oldest son that visits from time to time does play some games on his old xbox 360 once in a great while. Now, after telling her my life’s history with tv, internet (which isn’t much because even the internet w / time warner has good days and bad days). She tells me what is on my bill now, I can see that! Then some 25 minutes later she basically tells me “sorry, nothing we can do to get your bill down then”. I told her why I couldn’t eliminate the modem the time warner tech put in (need it to plug in the wireless phone, that is now downstairs, yes it’s a pain to run downstairs to use my phone). Plus if we go back to using our own modem that’s when we never got good service and a good enough signal from our server (that being time warner). We used to have to call up all the time to get service rebooted by your company. Also this tech did put in good modem and good wall booster items to our outlets. I told her no way am I ever living through not being able to read my email every day and pay my bills when they needed to get paid. No going back wards to the crappy years of service I paid for in the past. No more techs coming to my home with more cables and big black connectors boxes rubbing paint off my walls, etc. I at least have adequate service with time warner now for getting us online. So for $10.00 a month that your company charges me I have no choice. But, to keep your modem to have my service working at all.

So basically, even selena said our price increase that went to $135.50 is all they can do for us. Oh and as of the next month nov 19th, 2016 my bill was raised yet again to $148.79

Some of my bills this year aug 19, 2016 bill total $94.30, sept 19, 2016 bill $108.83, october bill due nov 19, 2016 $135.50

Time warner, why the monopoly on us consumers? Listen, many of us our suffering now. We have no extra money to go around. Figure it out. My husband is the only one that can work. My health is poor. So most normal citizens have a house payment or rent. Ones insurances (home, cars life etc. ) , electric & gas bill, car payment or car payments (if more then one car to get to work) , medical bills, water & sewage, cable, food, gas cars, clothes kids etc. , etc. The list goes on and on...

Where do companies like yours think american consumers have extra money any more? How much do you think jobs in america pay! We’re in the heartland it’s auto industry and no corn is even being produced anymore! Good jobs are gone to over seas! Is your company in a dream world! Well, i’m here to write this letter to tell yeah you are!

Because I live in the real world and my whole family is raised with waste not, want not. I don’t spoil my kids they have to work to live in my home, pay their own school loans, pay their own gas and car insurance.

Now I was told by phone that pretty soon come july, i’ll be charged $4.50 for each black adapter box we have in our home to even watch tv. Granted we have them in three bedrooms and one family room. But, here’s my point so by the time I pay this bill of $135.50 plus 4 black boxes (another $18.00) = if my cable bill keeps increasing at $10.00 easily each month by the time july comes that’s $60.00 more on the already $148.79 I was billed in november + $60.00 (cost increase) + $18.00 for each black adapter small box = a whopping $226.79 for my cable bill by july 2017 !

I can pay my whole gas/electric bill for less each month then this cable bill i’m now paying and even more in the future. I’m saying the cable company of time warner is way too high on cost. Our government (Fcc) and legislators need to help us consumers or the economy will crack and fall apart as it has so many times in the past. Yes, as a consumer i’m asking for government regulations on all aspects of what cable companies are now robbing from us consumers! Oh and government they’re robbing from you to when the economy will tank and you have to revive the housing market yet again because consumers bail all companies out of their debt. What about our debts. Our children who owed thousands of dollars for school loans and still living at home because they can’t afford to not live at home with the aging parents. I’m asking my government and public utilities commissions to look into how all us consumers are being robbed. It’s not just me. Many people don’t know how to get the help we need to control our bills being charged on all of us. Or worry nothing gets done in the house or senate to help all americans.

I’m so fed up and worn out, like most consumers. That i’m going to take time out of my busy days and write every congressman and senator about this monopoly of our cable companies robbing all of us. Plus the constant worry of having to call the cable company every time I open the envelope for bill due, only to find out it’s gone up yet again every month now. The taxes constantly fluctuating too! The constant excuses from time warner why my bill goes up.

Now, I really truly didn’t have time today to write this long letter. I have a life too and I already spent 2 hours of it last night on the phone with time warner yet again. Only to get no where. They purposely lost my last payment I just sent in because they know I wrote their corporate and told them in my letter I was writing all government agencies, attorney general or any one who will care to listen to my desperate consumer complaints for all americans wanting this night mere of bills increasing to end. So much for time warner having a plan for every budget. Yeah, a plan if you don’t want tv or standard channels only! I was told even eliminating my phone service wouldn’t save any money because of the bundle it needs to be in to save me money on the tv and the internet so pricing would stay the same whether I now live with out even a home phone. I don’t need a cell phone, I have an emergency pay as I go phone in my car and it’s all I want. But, without home phone next, I still would have to pay the monopolies of cell phone companies if I own one of those and I can’t afford it. Then those companies too charge too much. The consumer can’t win!

Ps. Some of us don’t want nor need cell phones, I don’t. I use a pay as I go burner phone in my car for emergencies and I can’t afford the high phone bills with companies as well (those too are ridiculous to talk to people). How much can you talk to someone on the phone any way! Plus pay the high phone plans those require too. American are spoiled and our parents had better lives, they were happier I believe. Times change but, did we gain freedoms here? Or have we all boxed ourselves into making the rich, richer and the poor, poorer with allowing so many select dominate companies to dominate our whole world?

A fed up customer whom now has to wait until spring to call up other companies and check their rates out once again. Repair my lawn once again from more cable in the ground. Spring because I don’t want my lawn torn up again in winter! Plus, then I can plant the usual grass after each one of these service providers leaves from having the next service put to our home, back and forth (As we only have to basic providers for tv/internet/phone in this area. But, i’ll do it if it saves us dough. Life is rough now and money is tight!
Believe it or not time warner the budget is stretched. Because I know I live in the real world. With real bills!

No time to spell check or correct yet again another letter to your company. I have things to get accomplished today and it’s just that I had to finally write this letter to time warner to even see if your company cares about the economy not crashing from your greed.

Ps. Sending this letter to new york corporate office as well. I want them to know how the consumer feels about bills rising so much
25 % is a lot with today’s poor economy.

This morning at approximately 12:45pm the driver of a Charter Communications work truck proceeded to chase me down interstate 65 south and run me off of the road. Not once but twice. This is completely unacceptable behavior your employees and he endangered both mine and my 8 year daughters lives.
This was in Shelby County Alabama. The driver got off at the Calera exit.

All my financial dealings are on line n paperless statements. My most recent bank statement, dec.1 showed me that $172 was my monthly cost for triple play. I never knew this and I never learned what my package contained. I do not need all this for which I am billed monthly. Called a rep who referred me to another rep. It would be preferred that customers get notice that the regular triple play is now in effect and these are the services you are paying for: xyz. I never learned that my "trial/special package was done and I was paying all this for services I never use!
So-when a trial and all the seductive"services"are up, please inform the customer that and what they will pay once the"special"is over. If I need to go to paper statements I shall but that is a waste of paper. Commu ication with the customer is vital. I received no notice about the status of my account other than a extremely raised bill.
Frustrating to go on line and"talk"with someone on chat. Are they real people or programmed? Responses didn't seem to be"human".
Certainly we learned about spectrum via the media... How great it would have been to learn about the new name/service with an email, perhaps, to let existing customers know that we are valued.

Today is sunday 11-13-16 I have been trying to watch my shows all weekend and they are not uploaded.I called in and spoke to Norma she says to check on Monday.What kind of service is that.I have been with the company a many many years they are about to lose me.ON demand should be on in 24hours and it is not on.Did they fire a lot of reps and do not have enough staff? what is going on?

Time Warner has worked with several other entities to do the followingYour north Idaho call center is using century link to message, harass and embarrass members of the community. The system operates on a basic setup but the actual messaging comes from molecules that were dumped into the towns water supply that react with various frequencies. After enough are inside the human body they will accumulate in the brain and allow for frequency based communication to humans from towers which are all over kootenai county. Zayo is providing the bandwidth anyone staff are handling the messaging. It interferes with electrical communication to the human brain and body which has on one or more occasion killed infants in the wound who also seemingly get connected to the hybrid system in north Idaho. I would be happy to challenge claims in court after a freedom of information act request confirmed my suspicions. The military does have a small role in the project but it is largely a private enterprise testing the system. They neglected to think about infants in the womb that these molecules influence too. The system is through community outreach, social outreach or prism.

Sent from my Verizon HTC Smartphone

My complaint with time warner cable is an ongoing issue. Everyday I have issues with wifi and cable tv services.
My problem date (S) is ongoing and exist everyday! I consistently loose my connection to wifi a few times a day, especially in the morning. Every time a contact twc I hear the same response "there is no outage in your area." by the time I actually speak to a live person my service has returned but twc cannot explain why my service is unreliable. Their service representatives do not have any technical experience and it is impossible to speak with someone who has the experience to correctly address and fix the issues. Constantly apologizing just makes matter worse. My issue with their cable tv service is an ongoing problem also... The picture blinks off leaving us to watch a black screen for a few seconds before the picture returns. The sound consistently goes out as though the tv has been muted. I want to repeat... These is an ongoing everyday issue! How can a company get away with charging for services they cannot provide? Something must be done to correct everyones' service!

To whom it may concern,

I have been a customer of your cable company from the past 4 years, so far the services have been impeccable, but recently I encountered some really poor customer service.
After arriving home Tuesday, November 1, 2016 at approximately 9:15pm I discovered my service was interrupted. I placed a phone call asking for an assistance, in restoration of my cable services. I gave the representative my address and informed him of the bundle deal that I pay monthly in my apartment complex. The representative advised that I had a balance due on the account and it had to be paid before service would be restored. I repeatedly asked for a waiver of reconnect fees due to the fact that the TWC representative within my apartment complex only asked how many boxes were needed. He never advised that only two were provided, a third box would cost. I explained that I have no problem paying for a third box, I was clearly not aware that there would be charges and I could not believe that this company would disconnect service over a $9.00 payment. I asked for a supervisor, I informed the supervisor ROB MCWADE that I was not willing to pay a $29.99 reconnect fee plus a $9.00 fee for past due collection. Even after clearly explaining the incident again Rob was not willing to compromise. I asked to speak with his manager and he refused. He provided her name Nancy Baker only. Again I confirmed with Rob that on November 1, 2016 and 9:59 pm on a recorded line you are denying me the right to speak with Nancy Baker or even provide me with her contact information. Representative confirmed and disconnected the call.
My rental contract with North Hills at Triangle Town Center (previously Millbrook Green apartment in Raleigh North Carolina) includes an amount of $45.00 for monthly cable service. There is also and other charge of $3.00. I receive promotional mail from Time Warner Cable frequently which is often thrown in the trash. When boxes were released last year it was not explained that additional charges would apply, I was only asked how many boxes were needed. The boxes were delivered and I set up the channels and equipment on my own.
When contacting another customer care representative Cassie A in department sales, I was assured that the incident was understandable and the reconnect charge would be waived. Cassie also noted that someone was trying to override the additional fees on the account and was unable to get the process to go through. She spoke with her superior and waived the fees with no hassle. Representatives should always aim to please customers upon initial contact to increase the retention of customers within the service area. Poor service as listed above with Rob Mcwade will cause customers to leave and shop for better service extremely fast even if the cost is higher. The worst of it all was that he, Rob McWade was completely unapologetic, not an ounce of sympathy with a dash of care or concern about my issue at hand.
Again, I am very disappointed with the poor service, and am contemplating a change in my cable service provider as soon as I move in the direction of future homeownership. I had received great service earlier, but this incident has really left a bad impression on me. I hope that you look into the matter immediately, and if necessary refund the excessive money I had to pay for restoration of services. I did not anticipate paying a bundle deal to the apartment complex and a separate fee to TWC.
Thank you for your co-operation, and I hope such incidents will not be repeated.

I just caught TWC raising my price from 134.99 to 179.99 for no apparent reason. I immediately unplugged the equipment and returned it. Worst cable company in town. They purely know how to monopolize and take advantage of committed long term customers. Thieves, thieves, and thieves. I have had Time Warner Cable for over 10 years and all they do is raise my prices anyway they want. I started out with 79.99, and now they want to charge me 179.99 without a warning.

Their internet service is the worst in town. Multiple interruptions thru out the whole day.

I have been completely taken advantage of and lied to by Time Warner Cable and wonder how many others out there have been treated the same. It comes down to a being billed $24.95/month for a years worth of phone service I didn't receive, hundreds of dollars for a service I didn't even have a "special" modem in my home needed to use said service.

August of 2015 our modem was not working and we went to get a new one at our local NC TWC. They gave me a modem that didn't support a phone line even though I had one previously. I was told this and in response I asked they remove the line service since I never really used it anyway and went home with my new modem.

Fast forward to August 2016. At that point realized I was being charged for the phone line still, and had been paying for 12 months for a service I not only don't have, but have no device to support as proof of this. I called August 3rd and was told that I should be reimbursed for all the charges but needed to call back in 1-2 weeks to check on the status of the reimbursement. I called back on August 12th and they confirmed I was to be credited the whole amount for the 12 months but it would likely take 60 or more days to credit. I agreed that was fine.

This week I was sent a new bill showing I was STILL being charged the $24.95 for the phone line I had called about exactly 2 months ago today. I called about this and to figure out why my auto draft didn't pay the bill (the reason I was not aware of the charged for the previous year). Luckily it declined because I have a new card so I was made aware that I was still being charged for the line I don't have.

The call ended in a denial of credit for more than 3 months of that $24.95, that's it. I was told they never credit for more than 3 months, after I told them I was told they were covering all 12 months. Before they even agreed to do the 3 months I was told you only have 30 days to dispute a charge. THIS FACT WAS NEVER SAID TO ME IN THE PREVIOUS 2 CALLS! And the kicker... 2 of the 3 months they are ALLOWED to reimburse me are for the months of September and October which is AFTER I called to get the line dropped and complain. How crazy is that? The whole thing is sketchy and wrong. I was told all of the 12 months was being covered, now I'm dealing with 14 months of charges because no one even took the time to take the charges off when I called 2 months ago and I'm being lied to about policies that didn't exist 60 days ago when I spoke to 2 different people in the issues and spent hours on hold while management supposedly okay the credits. That's what I was told I was waiting on. That's what I was told was going to happen. NEVER was 3 months or 3 days even mentioned, just the fact that since it was such a large amount it would have to go through upper management.

To sum it up I was taken total advantage of. A phone line I asked to be removed 12 months ago never was and now I am hundreds of dollars in the hole because this is apparently my fault. Why else would this happen?

I am not a mad person or a complainer, but I won't stand for this from a company that I hear has the worst customer service out there. I guess I can speak for that fact now, and for the fact that they are liars and manipulators. I am charging a complaint in any and ever way and venue I can. Period. Not because of the money but because of the principle of it all... how many other people have they done this to and gotten away with it? That's my question.

I was a loyal TimeWarnerCable customer for many years now, but I guess it's time to find another company. I personally don't like TimeWarnerCable and can say the same about my friends and relatives. It's really hard to deal with these guys, there is absolutely no help or support. Every time I called them for some reason I was put on hold and that was it. They never called back, never offered any help. They really don't care about their customers and want only money. Recently I called again because I wanted to ask why did they raise the bill again but like also I was put on hold and then disconnected. I would not recommend TimeWarnerCable to anyone.