Worst connection ever. Can't connect, drop connection 5 minutes here 5 minutes there. Call and have a technician comes out. Boom it works great.1 day later stop connection 5 minutes here 5 minutes there and I pay for highest internet. OH OH OH OH OH OH OH GOOGLE FIBER INSTALLING IN MY NEIGHBORHOOD. SAY BYE BYE TIME WARNER CABLE
I worked with a friendly, knowledgeable customer service rep over the phone to correct a bungled bundle created by Allconnect; a lovely new service that is supposed to help you hook up multiple utilities at once. Regardless, she seamlessly upgraded my internet only package to the TV and Internet package I wanted for price I wanted. She was even nice enough to put in a note that my lines and outlets need to be upgraded (I swear they are from the 90's). The ONLY reason I'm giving this a 4 star is that I did their "call me back" service since the hold time was still 2-3 minutes. I waited 30 minutes and I never received a call back.
ZERO STARS. Worst customer service EVER!!! Have had it for a year and SO glad it's over. What a total nightmare. Any time there was an issue (which happened a lot) you have to TRY to navigate the automated phone system. If by some stroke of luck you actually get through to a PERSON, they tell you to restart your modem...really? That's all you got? Hours of my life I will never get back.
Last night, we finally were able to cancel TWC due to moving to a place that has Google Fiber (who by the way, has GREAT customer service, you actually get to talk to a REAL human being and they actually had me put THEM on hold so I could gather some info).
Anyway, my husband called, got through the automated BS, only to be put on hold for 20 minutes. They transfer us and the guy says he has to "put us on hold". Waited 10 minutes, then it hung up on us.
Tried to call back, and they were CLOSED. But still had to go through the whole automated system just to be told that they were closed and to call back later. Seriously??
So the guy just put us on hold until it was time for him to leave, ha ha.
Then I call today and they just tell me to bring the modem to the nearest TWC drop off. FAIL
I mean seriously. do they even care about the product they offer? The night of the Olympic opening ceremonies our cable box goes into a constant state of reboot. I chatted with customer service. Their response was we can credit you for today. It's not like I missed the newest episode of House Wives. For Gods sake it's the Olympics. Something that comes around every 2 years. WOW.
If anyone there cares please contact me I would love to hear about it.
I actually give a half of a star because I lost my job a while back and finally got a new job and was always good about keeping my payment arrangements and now that time warner is spectrum they won't work with hard working people that come into rough times just another thing to thank greedy people for that have no conscious so now I will be getting Google fiber
It takes forever to wait on the phone and what's waiting for you is always robot speaking. I just want to cancel my service and no one is going to pick up the damn phone.
Plus, the service of this location itself is good though. They even called me when they found one of the power cord might be mine and asked me if I wanted it back.
Agreed with the rest. Terrible customer service. The services are fine when they work, but if absolutely anything goes wrong or is out of the ordinary, you're going to lose 3 days trying to find the right number to call and getting hung up on.
They are a monopoly. It's proven by the fact that they don't care if they loose clients because of their terrible customer service.
These guys have been really great to work with -- easy, fast service, even when we were cancelling our service. Always nice staff when I'm in the actual "store." Nothing but positive things to say!
I think TWC people are reading the reviews and suggestions and maybe feeling the competition from google fiber...I got quick installation-less than 24 hrs after I placed the order- and the guy was actually early to install! So far so good! Thanks to all who have posted here, I think you may have saved some of us some headache!
Had this Direct Sales Representative knock on my door last week. He was offering service for $10 cheaper then the new Spectrum Office on Barry Road. I reluctantly agreed and signed up for that quoted price. Upon completion of my application, I selected an installation date. When that day arrived, no technician showed up, although I did recieve a phone call from Spectrum on "how my service was going"? As I started to explain that "I had no service since the tech never showed"...she hung up on me! Now upset, I called Time Warner /Spectrum direct and after holding for 16 minutes I get the "repair department" who explains my "work order for installation was cancelled due to some missing information on my application". Oh yeah? Who's fault is that? Did you have any intention of calling to tell us before we adjusted or schedule to accommodate your technician that no-call/no-showed on us? It is clear this company Time Warner/Charter/Spectrum has made NO positive advances or improved their customer service at all. It's clear by the reviews that we're not the only ones who have experienced service failure time after time, and then been called back and insulted further. It's in your best interest to avoid this company and ESPECIALLY any Direct Sales Representatives going door-to-door. The deal he offered me was completely fraudulent!
