TWC Reviews

I have been on hold for over 30 mintes 3 times without talking to a live person. This is horrible customer service! There is NO reason to be on hold for so long without having a live person speak with you. I DO NOT RECOMMEND Time Warner to anyone!!!!!!

THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED HAD TO SPEND 4 HOURS ON THE PHONE TO SCHEDULE AN INSTILLATION AFTER HAVING AN INSTALLATION APPOINTMENT AND NO ONE SHOWING UP!

Waiting on the phone forever. Hanging up now and calling Direct TV. All I wanted to do was move service to my new home.

my credit card was compromised and i had to get a new card 2 days before the easy pay was going to draw money out of my account. I updated the website with my new card number and called them to make sure it was going to bill the correct card. Sure enough it bills the old credit card and i get hit with a 30 dollar fee. It took 5 calls to customer service to get this removed..... as soon as i move out of this apartment i'm leaving time warner....
Also the On Demand only works about 20 percent of the time, always has an error message and have to call them to reboot my boxes.
Also we have the whole home DVR thing, at least twice a week a message pops up saying DVR service is not available please call customer service.
Also its been almost a year since TWC bought out insight communications, I tried getting the new TWC boxes so we could do Remote DVR recordings but guess what?? after 12 months it's still not available in the area..
Also the Guide and user interface needs a manager update looks like someone designed it 50 years ago.

Great place to work, really takes care of their employees and cares about them. Only reason I left was because I came from a law enforcement background and I dont respect customers that threaten over the phone and you have to sit and take it.

The people here are so friendly. I've never once had a problem.

Ever since the change from insight..... I cannot access the web portal... Unable to pay bill.... I have never been able to reach a human no matter what I try... I have waited collectively 6+ hours and no one........ I am done!!!!! ATT Uverse and Direct TV....
Oh God yes ...Direct TV better customer service!!!! That should explain it all!!!!!!!!

After installation one TV has begun a blank screen pause every few seconds; Telephone is dead; thought I was getting boxes that allowed Netflix from my smart tv to be shown on other tv's in the house. price is too high. Haven't been able yet to find an online site for reporting outages.

i have had similar issues as many speak about. i am also resetting my equipment every other day. however i just called and was given a lower rate and tools If i take my equipment into the store they will switch out no worries

terrible company, terrible service, terrible prices

I myself am a "outside field tech" I can say personally hands down it's great service the problem is people rushing to get the job done being said if the job whatever it may be net tv phone or all is good service. It like I said the job had to be done perfectly any issue with the cables WILL cause an issue with service and to me personally that's a problem but I can't say that for all techs. Best of luck to everyone and please enjoy our service it really is good service but with all tv net and phone Service if not done properly won't work properly!!!

I've had soo many issues with this company. First, they will lure you with some inexpensive "promotion" and then raise your cost up ridiculously for lousy service. If you for some chance have technical issues, you will have to wait 3-4 days for an appointment for a technician to fix the issues. In those 3-4 days they will harass you to confirm their appointment 2-3 times a day, then day of they will call 15 min before your scheduled time to confirm again and tell you they are on their way, BUT don't leave your phone, because once they get to your place, they will call AGAIN and if you don't answer, they will leave in a second. Making you reschedule and wait for another time that is convenient to you. Very, very frustrating with this company in all ways. Do yourself a favor, if you can get any other service (which I can't) get it. Time Warner in Louisville is the absolute worse.

Paid $71 a month , called to upgrade to get some more channels , The lady on the phone said you can get 100 more channels for $9 more, so I said ok so that would be $80 plus tax , in the last few days I never got the channels , I have called 4 times and they told me my bill is around $96 and I don't have the extra 100 channels , I got tired and told them just to downgrade my account the way it was in the past . Terrible customer service ,

Most unorganized company I have ever dealt with. Set appointments then not show. Been waiting almost 2 months to get My business phone hooked up, patheitc

can't even get an idiot tO answer the phone to see store hours...FOOLS
I
HATE
TWC!!!!!!!

These guys took over Insight and service went all to hell. Also, they scam you... see that "Home Wifi" charge on your bill? If you have your own cable modem and router, this charge is bogus yet they are billing EVERYONE for it. Fleecing their customers... I tried to file a class-action but no lawyer wants to go up against these guys over a $5 charge.

Terrible, terrible, terrible. First of all, once Insight became Time Warner, they jacked up the prices (about $15 for us). Then they threatened (with endless harassing messages) to cut off the cable if we didn't immediately pay the difference. This would have been fine except for the fact that the lower amount was scheduled to automatically be paid within a few days...and before the due date...and we couldn't unscheduled it without paying twice. Since, the harassing messages were all automated, it was impossible to get it straightened out without a subsequent run through the rat's maze of TW's telephone "service" line.

Simultaneously with all this, I turned on the computer one night to find that the internet was down and that TW had hijacked my computer forcing me to register with them (I have no idea why) before service would be restored. I completed several steps until I was forced to download a mail and bookmark migration applet that would transfer many things over the TW's proprietary control panel/e-mail program.

There was no way to bypass this from within the install program.

When I called up the company directly (again), they indicated that I was required to sign up for a Roadrunner e-mail address. When I said, repeatedly, that I did not want another e-mail account, they persisted until finally relenting and unlocking my account. They warned me however that this process would likely keep reoccurring until I signed up for Roadrunner.

Reading the other reviews here on Google and having similar experiences of slow internet, cable issues and poor customer service, I'd suggest that you don't walk, but run to any other service provider than Time Warner.

I don't normally write reviews but I must agree, Time Warner is Horrible. they called me 3 times today to switch my TV to TWC. I have Direct TV and love it. I do like the internet speeds of TWC. Here is the problem. After the third call today, which by the way I did speak to a rep earlier in the day and told her I was happy with the way things are and to please take me off of your call list. Well 3 hours later I got another call. When I called back I was on hold for 5 minutes when the recording said goodbye and hung up. It happened a second time. I finally got through to a "supervisor". Funny she didn't seem to think there was anything wrong with the system hanging up on you after 5 minutes. UNHAPPY CAMPER!!!

Time Warner is really bad. I miss Insight now. Internet is much slower( I don't care what they say). The pricing has went up for either fewer services or the same services. I am not happy with Time Warner. I will be shopping around for internet/cable providers.

I called today because we are not getting the channels w're paying for . My review is for customer service which was very good and courteous

Terrible service! Even their sales calling team is not trained well enough to even follow a script and they lack personality.

Since switching from Insight, we have had nothing but problems. Have to call every other week for some problem. Tried to switch to At&t but couldn't get decent reception, too bad.

I have been a customer for 9 years they raised my bill almost $20 and say it was because a promotion expired and it will go up again next year I will cancel my service then

Time Warner Cable is TERRIBLE. They are not trained enough to provide an excellent product and or customer service. I had to get intelligent home with cameras installed for my dad because he is very ill. I was NEVER told that there was an 18 month contract for this service. When I called today, one of the reps told me I was under contract and there was a fee for early termination. I was shocked to find this information out and asked for a manager. Reginald connected me to Forrest in the Solutions department. I had to tell my story again, Forrest said that they could pull the tape and if the rep said anything about a contract, I would be liable. I said, fair enough pull the tape. Then Forrest transferred me back to Reginald who told me the tape could not be pulled. Which is not my issue, but TWC's. So, I asked Reginald for the Corporate Office information and he transferred me to another young lady. I asked her for the information and she said I could Google it!!! Who does that? A NON-PROFESSIONAL COMPANY CALLED TIME WARNER CABLE!

Spotty customer service and $95 simply for high-speed internet is too expensive.

I worked at this company beginning of April 2017 until August of 2017, short period of time because I could not stand it. Management knew nothing about what they were doing what so ever, they always were harassing you even though you were trying to do your job, and you were treated just like a number there. Not only that but the employee services there that I thought were suppose to be so great ARE NOT! While your working there yes but as soon as you leave they screw you over. I only wanted internet when I left company which the price was 69.99 they were charging me gold status for cable and internet for over 2 months every time I tried to talk to someone over the phone they said not to worry they are fixing it and that I would see it reflected on my bill now it is October 16th I literally just got off the phone with the rudest customer service woman I ever have spoke with saying that I am stuck with this 300.00 bill and that I should have took care of this before I left the company. I gave all the paperwork to employee services to discontinue my employee account to make it a normal paying costumer account and to make it just internet. So they are just screwing me over and wanting me to pay 300.00, so I just turned in our modem and I am finding another company.

Terrible over priced for internet given the speeds, drops at random times and just plain terrible

I absolutely hate spectrum I've had it a week and I've had 4 issues ALREADY!!! Customer service is lazy ,rude and does not fix the issue they say they send a signal and it still does not work then they want a payment!!!! Definitely going back to uverse!!!!!!

I never tried to go to a service company's website to write a comment but this time, you won it, Time Warner Cable! Your service absolutely sucks. First scammed me for over $100 by calling me and getting me into the cable service which committed there is a free cancellation policy if I don't like it within 30days but that was a joke! When I called in to cancel, I was told that promotion never existed. Then now you once again tried to increase my monthly internet service rate by almost 40%, telling me my former "promotion" rate expired. Really?! That was the same old story you told me last year which already bumped up my rate to the current one and now you are going to use the same excuse to try to charge more out of the customer?! And my rate for the last year was still another promotion rate even though it was already higher than the most initial rate from 2 years ago?! This is joke! So what else for 2015? Raise my rate for the third time and tell me I am still on promotion rate for 2014? If not for the reason that there is no other internet service option in my area, I will never choose your service. It really sucks. Shame on you Time Warner Cable.

We have a business, and the life blood of our business is the telephone. We switch from AT&T to Insight about three years ago. A very significant savings over AT&T, and we never had a problem with the Insight service.

Twice in the last two weeks we have lost our phone service-- not the weather or any Act of God-- but because of TWC ineptitude. Today we probably lost a thousand dollars in possible profit because some TWC technician DISCONNECTED the wrong cable in their junction box serving our building. After numerous phone calls to TWC and seven hours, someone came buy to reconnect the cable, This tech said the two cables were clearly marked and no idea how some one would make that mistake. I under stand how this small error can happen-- but TWC should have had records indicating there was a "disconnect" at the address this AM, at the same time our service went out . . . Da and realize that they disconnected the wrong suite-- businesses can not wait seven hours for service to restored.

Time Warner Cable does not provide decent internet service and is never upfront with costs. Please, steer clear.

Decent outside picnic tables, sadly they allow smoking right next to them.

Parking lot isn't as big as I would hope for the number of people who work in this building.

Close to food and shopping centers of Okolona.

Generally good customer service experiences, even if you have to go a couple layers deep with their tiered support to get someone who understands you know what you're talking about when you complain about a saturated link between their core routers in the region.

My monthly internet bill has gone up dramatically for the same exact service since Time Warner took over Insight. Actually, I shouldn't even call it the "exact same" service since they don't give me the full bandwidth I pay for the majority of the time. They keep charging more, but the service keeps getting worse. I'd love nothing more than to drop Time Warner like a bad habit, but unfortunately for me, I live in an area where there is literally no other internet option. I would gladly pay more just to switch to a different internet service provider.

My internet connection has been spotty at best for a while, but it wasn't worth calling these people. It finally quit for good, and I called them. I was told that the first appointment for a technician was 5 days from now. I guess I'll just pay these thieves for a significant portion of the month while I twiddle my thumbs. Can't wait for Google fiber to bury these clowns.

if i could put zero stars i would. salesperson blatantly lied to me about speeds in my area, call them and they say they will contact me within 72 hours. hasn't happen and won't happen.

Time Warner has corrected all the problems I had when Insight owned the company. Everything works perfectly now. I am so glad Time Warner came to town.

We actually switched from AT+T Internet to Time Warner a month ago; however, I wanted to wait a while and make sure this new service is really as great as it is before I wrote a review -- When you have fast Internet, like we do now, it's easy to forget just how HORRIBLE the old AT+T service was! I can't believe I tolerated that service as long as I did, but I was put off by the negative reviews on this site-- Finally I was desperate because i was losing connection 2-3 times an hour-- So we switched our home phone and Internet to Time Warner (we already had cable TV) and we saved money and it all works without a hitch!
When I called to switch, I first spoke to Carmen who scheduled a tech to come out just 2 days later to hook us up (when I tried to do it online it said it would take 2 weeks) Our tech was Shane and he did a great job, totally knew his stuff and was very personable and helpful.
I use to work in Customer Service and remember the "all 10" reviews weren't taken seriously, so I'm giving them a 4 out of 5...although I love our new service! :)

Impossible to talk with a person in Louisville, Ky. A deal breaker!!

Will never go back to them. Also will never recommend them. I tried to cancel my service it took 4 people to do it and still not sure if it did. This is so sad. And I am so frustrated. So just to let everyone know do not go with them. They have also ripped me off they owe me money and they do not plan on giving it back.

Worst experience ever. Scheduled 3 times for a technician and no show. I wish there was some other company I could go with. Sadly there is no way of giving a negative star.

Took back a box that went bad got a new and faster speed box left for home

If I could give less than 1 star I would. Their services are way over priced. They surprise you with new fees and fines every couple of months. This is no way to do business. The TV/Cable/Internet monopoly that these people operate is a fascist nightmare. Outrageously over priced.

Had Insight for 7 yrs and was happy customer. Since they have changed to Time Warner it has been terrible service. I will never go back to them. I have had dish since and I completely satisfied.

I have had the worst experience with TWC customer service in the past week! Useless bunch of people who need more training and who do not know what they're talking about, because every time I called they tell me the same thing yet always different. And they messed my account up and now except me to pay to ship the equipment.

Just don't do it... If you can get any different internet go with that. Terrible customer service, terrible internet, and just flat out some of the most ignorant employees ever. Just don't...

The current service from Time Warner is excellent. They are courteous, helpful, no more waiting for someone to talk to when you phone. There is a complete turn around from two months ago.

well my internet went up this month from 54 to 66 without TWC notifying me, have had nothing but bad experiences with this sad excuse for a cable company time to switch

Worked for this company for 8 years and was a model employee. I rose through the ranks and was well respected my everyone in the company, except one manager, Jill (won't disclose last name so as not to be seen as slandering directly). Jill found it within her power to immediately release from my position one random day due to a false claim that had no merit and no credibility. Just a vendetta from a person in power who did not appreciate someone who spoke their mind and challenged the status quo. Never work for this company if you have any integrity.

I've read most of the reviews and horror stories, and consider myself lucky. I've been a customer for about 4 mos., with approx 3 interactions with customer service. They have been entirely positive. The initial call for setup, the installation technician, and telephone calls to pay an overdue bill all left me with positive feelings regarding the company. At the moment I only subscribe for internet service to work from home, and I feel the dollar vs value of the product is fair. The voice quality and web speed is better than most. I live in Louisville Ky 40214. I plan to upgrade my subscription and would recommend TWC to a friend. Thank you

My 20 GB service is constantly intermittent. When I call in the evening there is not only no one to answer the phone, but the phone service won't even take a message. Why am I still with a company that has such poor service....I don't know. Probably because I can't find anyone else. I think I might just go without.

It took me 1 hour and 36 minutes to have my landlines removed from my account. I am so sick of Time Warner. They do not have any form of customer service.

Follow Up: Dropped the digital box off over a week ago in a drop box on the Outer Loop in Louisville, they still do not have any record of the drop off.... Good going TWC.

Polite, but unhelpful and tedious customer service. It took 30 minutes and three transfers to learn that the company doesn't offer cable routing service. The reps were friendly, but NOT knowledgeable about the subject matter.

I pay $10 extra for higher speeds and have horrible packet loss and ping

If only you could score them 0 stars. TWC bought Insight in my area, and they dramatically raised prices and lowered quality almost immediately. Their shotty service is only exceeded by their terrible customer service. If you have ANY other options in your area, take them.

I have been trying to get service for 7 weeks. Drop/bury work order not even put in by customer service for 3 1/2 weeks after request for service. Took time off work for an installer to come who was supposed to install in house but he said he couldn't do anything without a green box. The company knew this was a new construction and there wasn't any green box or line run from the street. Had another appointment 2 weeks later because we were told they were following protocol and the same guy came out again and said we're out of luck once again without the green box. I am at a loss. They don't even deserve 1 star. They spent all that money on a superbowl commercial instead of investing in their customer service/installation processes. A long time customer can't even move and get new service. Drop/bury scheduled for February 28 which is 2 months after I started calling requesting service. ZERO STARS COMCAST

Absolutely the WORST customer service and product delivery imaginable. When we finally had enough of them, we had Internet and cable installed by another provider and returned the decrepit equipment to Time Warner only to be told that our number had not been ported to the other provider yet, which we knew was incorrect because our phone was working and all Time Warner connections in the house had been severed. When we asked them to send an adjusted bill, we ended up getting a notice that we had two months of bills outstanding. I called Time Warner who insisted we owed the money until I told them what we had done previously and cited times, places, and names. They then said our bill would go from almost $450 down to $63. I asked them to please send us an adjusted bill so I could pay it. Instead, they turned our account over to a collection agency! Time Warner is the lowest form of corporate life out there and should be investigated for their business practices, advertising claims, and failure to serve the public as stated in their FCC licenses.

Great rates on video, telephone, mobile and internet. Great service from American call center representatives.

Insight was bad before Time Warner bought them. Then it went to terrible. Internet out often and terrible service at their office.

They lie. They are not time considerate and customer service is horrible!!!!

It's a shame there's no zero star option for here.

I had written a long review, but TWC decided to make my review easy and I lost internet before I hit Publish. So... I believe that says it all.

If I could give a 0 I would. No one at this company knows what they are doing. I told them I did NOT need a router installed THREE times and the guy who came installed it anyway. I told him I did not want or need it and he would not leave with it. Now I m being charged for something I specifically said I did not want. Terrible customer service, plus the internet randomly goes out for about five minutes almost every night. What the hell??

I have spent a month with the service and have tried to resolve issues only to be pushed constantly to remain a customer. I hate TWC and the BS ways they try to push their CSR's to retain customers. I was on the phone for 57 minutes just to cancel my service & felt like the rep was a car salesman! Then after that whole crappy experience, I still won't be cancelled until I return their equipment, there is no phone number associated with the only site this equipment gets returned to. Isn't THAT a joke! ZERO STARS 0 OUT OF 1-10

This company proves that when there is no competition there is no reason to care about customers or customer service.

This has to be the worst company in the world. I wish I could give zero stars. I feel dirty giving them 1 star. They are incompetent, greedy, self-serving, rude, slow, and the list goes on and on.

The customer service is awful. I have been lied to by their staff more than once. Time Warner doesn't care and I'm sure Comcast/Charter won't either. If I had a choice in service at my home I would NOT give them my business.

I would give them NO STARS whatsoever but I had to choose 1 to post my comment.

The more I try and down grade. the more they give me what I don't want

Worst service I could ever had they increased my bill after taking over in one month then said it would it would increase every year after promising there would not be any changes! I wish Time Warner never left looking for new cable company.

Without a shadow of a doubt the worst (set of) experiences I've ever had with a business. I'll only share a small portion. Long story short, I set up an appointment to have services transferred to my new apartment down the hall from my old one. I had all the equipment still, obviously, because I simply switched apartments. Tech (contractor) for TWC shows up and after 45 minutes of being on hold with CS, unplugs all of my equipment and storms out of the apartment. TWC incorrectly entered the transfer and put a $120 COD on my account, to be collected by the tech. Naturally, I refused to pay a fee that was inaccurately applied. So, he stole my DVR and modem, that I am paying for, and said call me if you get it sorted out. 3.5 hours of hold and 4 agents to try and rectify the situation. TWC is no longer my service provider :)

Do you like paying PREMIUM prices for lackluster cable?!? Do you like paying 10$ to 15% more every year for the same lackluster experience?! Than come on down to Louisville and experience the POS Time Warner Monopoly cable service! They give it with a smile.

North Korea has better internet than Time Warner Cable.

*****WARNING*****
I ve been paying into insight Time Warner cable and now spectrum for over 15 years. I pay my bill on time every month. I have Internet in my home that barely works half the time. After working a 14 hour day at work. I have to look forward to spending 3 hours on the phone talking myself till I m blue in the face. These people are a JOKE!!!

They refused to let me speak to someone higher up in the company of corporate all I m allowed is a floor supervisor. Their Price gouging me. Raised my rates no warning. And trying to trap me in a bill!

They say they told me in a tiny paragraph that s vague description on the back page of the 3rd page on my bill. Why it s not in the front page where I would see It first letting me know. It s entrapment.

These people do not care that you re running with Below standard equipment or that they price gouge you.
I told them I would follow up on their page also will notify the federal trade commission and the state commissioner s office. These people should not be allowed to keep doing what they re doing.

Please sell your company, let someone else take it over that knows what customer service is and how to run a company with sufficient equipment.

As long as your spectrum I will never pay for your services again. They are not trusted in my home!!! They said they re fine with that.

Just spent 45 minutes on phone constantly telling lady, you need to speak up, I can't hear you. She did for a few seconds, then back to the same way. Please speak into the phone.

Terrible customer service ... promised no additional charges for encryption boxes on 8/6 - get billing and there are additional charges now being told there will be an additional charge - ridiculous - considering a new provider

If I could, this review would have negative stars because of all of the HELL I have been going through with this CROOKED COMPANY IN INDIANA!!!!!!!! They have done NOTHING but be rude to me saying things like "i need a brief description about the problem" "maybe if you paid your bill on time you wouldn't have gotten your internet shut off" when really when you continue to shut off it off BEFORE it's due to get more money out of you, overcharge me for crappy internet service, take my card info and without my permission auto debit it every month after REPEATED PHONE CALLS TO THEIR HORRIBLE CUSTOMER SERVICE that I did NOT authorize that and that it NEEDS TO BE REMOVED only for each representative to basically lie to me and that ended up resulting in a $250 internet bill for ONE MONTH!!!!!!! And of course, after speaking with 3 DIFFERENT supervisors, one of whom spoke to me like a 1 yr old, I was told I either had to give them my bank account info or drive 1-3 HOURS OUT OF MY WAY to pay my internet bill of which they raised the price on me!!!!!!!!!!!!!!!!!!! I am FINALLY getting in touch of Corporate, who has better things to do, just to fix the mess!!!!!!!!!!!!!!!!!!!!!! WHATEVER YOU DO, DO NOT GET ANYTHING FROM THIS LOCATION AS THEY ARE HORRIBLE AND ARE ONLY INTERESTED IN GETTING YOUR MONEY/BANK/CARD INFO AND CHARGING IT WHENEVER THEY WANT!!!!!!!!!!!!!!!!!!!!!!!! I even spoke with a former employee of the company who said they were crooks and were stealing people's information!!!!!!!!!!!!!!!!!!!!!!!!!!!

The place was clean as a whistle. The employees were awesome. They said to refer to them as friends the last time I was in. So my friends did everything to perfection. Thank you "friends".