WARNER CABLE/Ithaca Reviews

They are ONLY in business because they are the only choice for some people due to area.

Too many hidden costs. Too expensive for a small town Ithaca. Customer service number not available most of the time.

I wish I could rate the company 0 stars. They're only in business because they are the only provider of internet for many in Ithaca--including myself. Not so great at providing service, but excellent at price gouging. There should be some sort of regulation in place to prevent them from behaving in such a manner.

What can I say overpriced, poor connection quality, horrible costumer service, and lazy techs who do bottom of the barrel work and don't show up on time. But I guess you can get away with anything when you have a virtual monopoly on the market!

Last Straw!!!
If you drop channels like MSNBC and others we will DROP YOU and go to DTV in seconds, plus we will drop phone, internet and the whole package permanently and make sure all of our clients and friends do the same.

I stopped into Spectrum's new location in Ithaca, NY to inquire about pricing of different options to our service. I was greeted and assisted by Sydney. She was rude, arrogant and demeaning, and gave me incorrect information regarding our current service. I then called Spectrum and was assisted by someone who was very helpful and able to provide me with several different options at lower prices for our service.

After weeks of dealing with spectrum's incompetence, I realize the only people that know what they're doing are the service techs. They fixed what phone people and store workers couldn't fix and should have been (according to the tech). If there was another source of internet besides Verizon I'd drop them in a heartbeat

Poor service. Internet is slow and cuts out intermittently. Cable costs are astronomical. They continually raise rates for loyal customers. Their customer service stinks. Everyone I know hates Time Warner and they are the butt of "heartless corporation" jokes. The only reason this company is still in business is because they have a monopoly in the area. Once I can get internet service another way I am bailing for good.

It is hard to know where to begin. I paid for years to have wiring for phone insured. I was away for a year and returned and suddenly there was a wiring problem and then told they were no longer covering it (yet somehow the bill wasn t reduced. Everyone I know pays a different amount for services. The costs go up as services decrease. This is a monopoly in my area. Even where it is a duopoly service will be abysmal. Costs are nothing like this in other countries. Spectrum has eliminated the PBS most relevant to our community and we have THREE local broadcast stations that are Sinclair while local stations from equally close areas were eliminated.

It is the WORST cable channel with the WORST price, service, and infrastructure PROBLEMS. Whenever there is either a heavy rain, heavy snow, or very cold weather, the TV channels are either unaccessible, or unwatchable. Time Warner came many many times, but has NEVER BEEN ABLE or willing to solve the infrastructure problem of the cable boxes in this area. Shame, Shame, Shame, TIME WARNER

We subscribe to TW for high speed internet and appreciated the limited TV we had for local and national news. We no longer get these channels. Thanks for nothing.

I wouldn't even give a one. I was lied to from the beginning. Was referred to risk management six months after service and made an agreement the rep made a mistake with a date. I called to correct this and she screamed at me telling me I don't make mistakes with names and dates this is my,job. Well I would of never agreed to the date considering it is between paychecks. She then claimed I could pay it with my social security check okay I don't get social security. Then,told her I was having trouble trading in a box because my account was locked again called a liar. I tried to get someone else to deal with and she stated we don't play tag in this office. Well guess what u will be losing my service. Absolutely disgusted and can't believe that people like that work in customer service

I did not have cable to my house and was 450 ft from the nearest drop, I got a call from their North Carolina center and they set up a buried installation(at no cost) came and did the work very professionally(thanks Steve) and I had cable and internet is 3 weeks. I found the service at the Ithaca location very professional. I had Direct TV before and liked it but gotta say nice to save money on the bundle and internet is very fast. I would highly recommend based on my experience!!

Customer service was a joke, didnt have the phone I wanted in stocks after being told it was and driving 50 min one way. Manager promised to call.me and set one aside when it came in then never did. When I went back, that's how I learned they got a phone in, customer service was a joke again, manager refused to acknowledge she promised to inform me when phone arrived, and then computer system couldn't process my upgrade and they couldn't figure out why or how to fix it. At this point if it wasn't for the fact the price I pay is great, along with the coverage, I'd switch providers.

Horrible Internet service. It's slow, it cuts out. I have rebooted my system three times in a hour just so I could print out boarding passes. The connection was weak and continued to cut out. If there was no stars this is what I would give. Sometimes it's fine. Other times, just bad. Entirely too inconsistent.

Worst customer service on the planet, and I speak from almost 20 years experience with these people.
They feel like they have a monopoly here (do they ?) and act accordingly.
The next civil war in the US will be citizens against cable companies!

Internet often drops, had technicians come out close to ten times. They just wanted to leave in ten minutes for a 2 hour slot. Did not want to change wires etc.

This is the absolute worst Internet provider I have ever had. Workers are frequently outside working on the wires. The slightest wind, rain, or snow causes the Internet to go down. I work at home and rely on the Internet connection and I have experienced nothing but frustration.

after being hassled endlessly by TMC to switch (I was using Verizon), pgetting annoying postal mail several time a week, usually disguised as something else, to my great annoyance, I started having problems with my VERIZON internet that Verizon couldn't fix - VERIZON recommended I switch internet providers!!! The ONLY other one available was TIme Warner ( now Spectrum). I had no choice. I switched. Gues what ? Not only more reliable and way faster internet, but 60% yes 60% (!!!) cheaper - I had been getting ripped off by Verizon for years without realizing it. From average $120 a month down to to $50 a month !!!!!! I still get regular annoying USPS mail from TMC to beef up my service, but I don't care! ALSO they folks at the local TMC office downtotown Ithaca are GREAT - love 'em!

Stop calling me please!!!!! I'm not interested in your streaming service at all!!!!

I've had good and bad experiences. Sometimes there is a huge line and you have to wait for hours. Other times you're the only one there. While the staff is very friendly I do have to say that their internet service is terrible. My internet connection is extremely shaky and I lose my connection every 10 minutes and need to turn on and off my Wi-Fi every time. This is what happens when one company has a monopoly over internet provision in Ithaca

Wonderful employees who are willing to help you with whatever it is you need somethings are over priced but if you hit a deal then your good to go

Do you realize you can not get your statement itemized. your statement is in groups so you dont know what you are paying for your tv set line by line or phone or internet. nice and what about all the other charges 15.00 for taxes and surcharges. I wanted to see what I was paying because I wanted to downgrade The only way I could do it is cancel everything which is not a bad idea. I am totally disgusted.

Caveat emptor definitely applies to TWC. Constantly monitor your billing and services. You may ...

have gone on a promotional package that since expired
be paying too much for what you get
be double billed for some services
not be getting what you're paying for (eg high speed internet)
be able to negotiate a better deal at any time
be able to cut services and get them through streaming
cut cable TV altogether

One of the rudest people I have ever had the displeasure to talk to on the phone.

Can t live with internet working half the time. And cuts out either randomly of it is on and off an repeat

Just moved to Ithaca and had Internet installed. Mysterious outages lasting 1-3 hrs. every day interspersed by periods of super slow/narrow bandwidth even though I ordered and am paying for 20mbps. Thinking of getting someone else (is there anybody else?). I'm getting fed up already!

DON'T BOTHER

Called about the internet connection constantly dropping out at random times. First person gave me the usual "unplug it, plug it back in" advice which didn't help.

Called back after the internet dropped again after less than 30 minutes from the previous call. Scheduled a tech to come out end of the week.

Now the internet got worse after the call (coincidence? I doubt). Tech comes out, replaces router. Now the connection is almost all but useless.

Spectrum internet has frequent outages and slow service.

You guys suck. Since you took over the internet is constantly going down. You would get zero stars if I could.

Received a promotional mailing from Spectrum. ( I have gotten the sam mailing aprox. 8 times so far) When I finally called the number listed to get details, the customer rep.would not give me an answer about what specific channels were included. ( I know it sounds incredible). I asked several times but they were evasive. Then they told me that I was currently getting extra channels because the cable installer had made a mistake and that I needed to upgrade in order to get a similar package to the one I already had. When I informed them that I was given that discount through their Customer Retention department , they eventually agreed but said "They shouldn't have done that!"
All this hassle just to ask a question about a promo that they had sent. I declined and will try my best not to deal with any Spectrum customer service department again. Be wary of their promotional offers.

Worst people out there. I had problems with the bill. Getting charged repeatedly. This was two years ago. Service was cut off. My mother two years later goes and gets service for herself. Took three days to get everything connected. A week later she gets cut off. She calls to find out what happened. She gets told its an outage. Then come to find out because of my past they cut her off. Everything is in her name. I don't live with her and she gets cut off because of the screwing over I got. They even charged her $89.99 and then send a Bill for $28.06 due October 20th. No body told her anything about this and not being able to have serivce. Time Warner Cable screwed her over. I don't recomend anybody to do business with them at all. Coustmer service is not even here in the U.S. it goes to India where the people have no clue as to what they are doing. Sad thing is Time Warner Cable is the only serivce here. Great way to screw people over.

They turn off your cable box even if you owe $10.00 witch I think is stupid
If you are on a fixed income they don't give a dam

Terrible. I end up using phone to get internet in a pinch - like now! I don't think I have another choice for internet but am looking into it. They say 100mbps but when I do a speed test I get between .8 and 2 mbps. I think the lack of competition is a big problem...if there were competition could they get away with a rating of 1.8 stars?

This location has very nice employees and so far never had any problems. The person on the phone from the 800 # this am calling on a past due balance was a snippy rude person and I could tell that they have a pretend professional demeanor that they were agonizingly struggling with not to be condescending. Get a different job than customer service.

not impressed. I'm 30 minutes into trying get to get Internet service and so far I've been transfered 5 times. once to try and sell me additional crap I don't want and the rest because customer service is giving me the run around about having my own equipment. the sales lady was extremely pushy about upgrading packages and only after saying no a dozen times would she do what I asked. if your internet service sucks as your customer service it'll be short lived!!!!! not impressed so far! I do not believe this was staff at the local level but rather an outsourced call center.

My experience was different than most. I had what I thought would be a simple transaction: exchanging an old modem for a new one. I arrived at noon on a Thursday, there were three reps behind the counter and no line. So I was able to walk right up to Brian and he helped me. No upselling, just got me the new modem, the entire process took two minutes.

After literally 28 hrs on the phone trying to fix issues with my account I had to travel an hr away to get it fixed. Thanks Nate Vandervort

Really the worst company in the world with regards to customer service, quality of product, etc. It was close to impossible to cancel my service, and just now, a year and a half later, I get a call saying I owe $150 in equipment charges. It is truly impossible to rid your life of this company.

The staff at this location did an excellent job
Went to 5 different locations to get the phones
I was going to switch to t-mobile because spectrum had done a lousy job especially the location on Erie blvd in syracuse there asst.manager joseph Macdonald should be fired but Miriam at the ithacha loction saved spectrum a customer what great job she did and we walked away with new phones

Worst company around. They do not pick up the phone when I call to ask about our non-existent cable TV service. They charge outrageous fees for slow internet. They are a monopoly where we live so what can we do?

This place is horrible. I actually produce a cable access television show shown on channel 13. I signed up for service so I could watch my own show, as well as, my fellow producers shows. Instead of doing a proper installation, they just gave me the equipment, telling me that I could figure it all out myself. It didn't work then I actually hired my computer tech friend to come over and straighten it out. He got it up and running for a couple of days and then it went out again so I blew 100 bucks 29 on cable 29 on telephone and 29 on internet all for nothing.

Monthly service and equipment rental fees hiked without warning and it just keeps rising. I'm now paying $80.00 a month for 30Mbps which is often not even enough for three 20-something-year-olds living under one roof. This is 2016, everything relies on the internet and we're paying through the nose for it.

Been in twice always one person working a huge line helpful but you have to wait so long up the staff and it'll be great place

Great customer service. I'm treated with great service and respect.

Good place if you have no other options they really push to upsell everything

Phone service is not what I expected

Waited for over 1hr

I have told this company repeatedly I do not want to buy cable television from them. They mail me endless junk mail with offers for cable, they called me three times in three days (sometimes as late at 9:00pm) to try and sell me their latest "deal". I know current customers are paying for all of their wasted advertising. Every time I open my mailbox and see another envelope offering a "bundle" I dislike this company even more. They called me at 8:56pm, and when I told the guy it was inappropriate to call me at 9:00pm he said "actually, it is 8:56". There is so much to dislike.

If I had any choice I would not use this company for internet service.

Waited 45 minutes for my turn because they only had one person helping at a "check out" and one person roaming to sell products and tell people to sign in. Apparently service is so slow you have the option of making a reservation. I had no way of knowing this was even an option. When it's my turn they call out a different 'M' name. I ask if she meant me and I was told no. Then three people who signed in after me where helped before I had to intervene to get a turn. What I needed took 2min to complete now an hour after arriving. Never again!

I too, have had a wire sprawled out through my lawn. That was over a year ago after the install and said they were sending someone out to burry it.. yet, I was forced to pay installation and hookup fees. Talked 3 times to them about it and they still have done nothing..

Overbooked, you MUST check in at front of store to get on the Waiting List on big monitor at right BACK of store! NO COMFORTABLE SEATS!, but they played Green Day on the stereo during the huge long wait, so there's that! But?

WHY IS MY ADDRESS LINKED TO 1658 TRUMANSBURG RD, THE "Route 96 Self-Storage," when it's 1668 Trumansburg Rd?

Hmm. Some people got some answering to do!

OOPS

- Rosie-Anne Quvus AKA "Bonze Anne Rose Blayk"

Terrible. Just moved about a week ago and Monday we setup a self installation kit . Little did we know it didn t come with a router so when we installed it we couldn t even use the internet... I called spectrum, and reasoned with them and they said they would ship a router to our house and it would arrive 2 days from Monday. But after the caller said that even when we get the router we cannot use spectrum until a tech comes out because the apartment we live in hasn t used spectrum since 2013. We scheduled an appointment for them to come Friday (today) between 5-6pm. Well, after 6pm passed still no technician! We called spectrum and they said they are on they re way once finished with there other appointment and will call us when on their way. 7pm passed.... 8pm passed... 8:30pm passed. Still NO TECHNICIAN. We decided to call again, and they rescheduled our appointment without us even knowing or asking, and they said they will start billing us July 7th. Even though we signed up for the first month free . I m absolutely angered and disgusted with the lack of customer service and communication with this company.

Awful, the price just goes up and up for the same service. My cable never even worked, have to watch tv via the app. Must be nice to be a monopoly.

Spectrum (previously Time Warner) Is literally one of the worst companies to deal with. A single phone call about your internet will turn into a 2 hour call where they discover a horrible error in there system they made months ago, transfer you to 5 different departments and leave you to explore your journey to each department every time.
I would rather put my hand in a deep fryer than have to deal with the searing pain of talking to this company.

If I could give half a star, that'd be generous. My appointment was, at first, re-scheduled several times. On the day the worker was due, he was close to 3 hours late with the excuse "stuff comes up." As I had to leave for work, he guaranteed a reschedule promptly the morning after with a confirmation phone call. I never received the call so contacted the company first thing the morning of said new appointment. After endless various phone calls to different scam numbers and "departments" and speaking with incompetent foreign workers, an automated machine told me my appointment was for 3 days later, to a time I had never spoke of/ confirmed. I'm still left clueless as to when and if my appointment will occur but I had to hang up after mere frustration. Terrible, careless service.

Its Spectrum. Over priced on everything. This time the employees were rude. I truly dislike Spectrum and it's the only place for cable in this area.

Adequate service upon sign up, but it is next to impossible to pay a bill! Online, on phone, in person.... they always have a problem. Meanwhile I keep getting bills saying I am behind but they won't accept payment or their system is down etc. They don't even seem to actually be Spectrum - I think it is a "charter" of some sort. They suck.

SIGNED UP FOR UNLIMITED MOBILE, TOOK OVER AN HOUR FOR CLUELESS EMPLOYEE TO GET ME SETUP, THEN MY MONTHLY BILL WAS $500 AND SPECTRUM SAID I WASNT ON UNLIMITED DATA AND REFUSED TO REFUND MY MONEY. THEY REFUSE TO GIVE YOU CUSTOMER SERVICE IN PERSON AND MAKE YOU CALL A NUMBER SO THEY DONT ACTUALLY HAVE TO HELP YOU.

The service was faster and more reliable when it was Time Warner Cable. The promise of "faster speed and better reliability" was nothing but a hoax. Interestingly, they now offer a faster speed plan at a premium cost. What we should have gotten to begin with.

If there were a way to give this store zero stars, I would. Absolutely rude, mendacious, condescending and useless service ...and my issue was one that Spectrum Mobile both caused...then couldn t fix...then refused to fix. I m now at eight days with no business phone, people in the community think I m out of business, and the best their customer service people can do is tell me it's my problem and shift blame onto a third party that s actually trying to help me get my business phone restored.

We've had cable service with TWC here in Ithaca for 16 years. Last week (Tuesday) a branch took down our cable line. TWC apparently outsources all of it's telephone support to another country. We were told 3 to 5 days, then on another call, 5 -10 days, then on another call that it would be fixed that following day. I then went that morning to the local office to confirm. They confirmed it would be fixed that day. Near the end of the day, a worker showed up prepared to "bury our cable", which was not the repair we needed. He said he wasn't able to hang our cable, so he left. I went back to TWC office, they told me they would "rush" our repair. No one came, no one came Saturday. Just got an automated call from them, it would be fixed tomorrow (one week from when it went down). We're signing up with Direct tv. We were also told by TWC that our repair was a "free call", so really, it wasn't a priority... Nice....

Garbage. They shut down their service to schedule technicians.

These ppl sucks big time I have been after them for about 5 months now to get my bill right and every time they say it's fixed it never is about to change to dish at least they don't charge for bs u don't want

I rarely get speeds close to what I pay for. The internet speed is so bad that I can barely even load the page to run a speed test. I've called customer service multiple times to get my speeds fixed and they always fix it for like 10 minutes and then it gets back to the low speeds that I wanted fixed

Lost a lot of clients due to dropped calls and technical issues on their end. Wish TWC still ran things.

May the CEOs and their lackies all rot in the underworld...

I have had a very difficult time with this company in the past in the store with issues on trying to change a service and they made it impossible and gave me an attitude (except the worker who came to turn on our wifi - he was great!). Then today I went in to switch my router and the guy took the whole system from me and handed me a box. I asked VERY clearly if everything I needed was in there - every cord, every device, instructions, EVERYTHING. Guy went back and got me instructions (which why they aren't included in the first place beats me). Got home and the first step is to plug in the coax cable... Which is still connected to my old router that he took from me at the store. I LITERALLY COULD NOT HAVE BEEN MORE CLEAR UGH.

Can I give zero stars? Over priced, terrible customer service and internet that cuts out all the tine.

Sat on hold for 10 minutes twice just for the call to drop both times at exactly 10 minutes?!

If I could give 0 stars I would. I have had my internet for not even a week and the modem resets itself constantly making the internet I am paying for useless. Do they not test their products before giving them to the customers? I am now waiting to get a new one. If this one doesn't work I'm just going to invest in some sort of hotspot with a different company because this one has been trash.

Terrible company... Bleeds you dry with hidden costs, customer service never available. Am currently in line in their office with 12 other people to see one clerk that's loudly chewing out the customer who is with her.

It is easy to connect to their public wifi. It's been very helpful during COVID-19 while I have been working from home. It's helped me stay under the data cap of my mobile phone provider. I just wish they would extend their coverage so purchasing TV/Internet at my home was an option. While some businesses are still deciding when to open I wish they would extend free wifi access for a few months..

Not a pleasant experience with services at this office and the overall ISP options available in Ithaca. Unfortunately, I've been here a few times because there are not many viable ISP options available; hopefully Verizon and others can get it together and provide competition/alternatives.

She was clearly over-worked; there was not much support from staff which also reflects how poorly this office is being managed.

1. while returning a cable modem, the TW woman threw the device and accessories onto the floor 6 feet behind her. I thought maybe these were going to be destroyed anyway so it wouldn't matter. I was incorrect; they hand these out to new customers.

2. in another instance, i stopped by to pick up a cable modem. TW used to provide a nice box with everything you could need to get started on installing the cable modem at home (extra long coax, splitter, etc). This is no longer the case. I got an old modem that looked like it had been thrown around. I politely requested extra parts that should have been included. She didn't comprehend my needs. She was unwilling to provide accessories so I had to buy them on my own. There was no point in arguing with her for something that was just $6 at the nearest electronics store. Plus, there were 10 people behind me who have been waiting for service from an office that just had one person working: highly disliked (borderline hated this experience)

In summary, this office is poorly managed, had an overworked customer rep. who clearly lacks customer service skills. Too bad you, as an ISP customer don't have much of a choice. Hopefully by the time you read this, there will be other options available.

Not once have I felt welcome in this store... very disengaged and unhelpful staff. I have had the same negative experiences with many different agents.

The worst is this one agent named Corey who for some reason was very hostile and condescending and even questioned how I signed by signature!! (In a hostile tone he said I asked you to SIGN this! after I gave my signature. Who is he to comment on or question my penmanship!?) This has NEVER happened to me in my life. I hope his rudeness is not due to the fact that I am a person of color. I feel even the spectrum phone line (which we can imagine is not the most delightful experience in the world) is several times better than the disrespectful service you have to put up with in this store. Can t believe I pay for getting treated this way.

The lady was very nice. I was told via spectrum 1800 that I can get a new phone. When i arrived in Ithaca this lady helped me understand everything. I appreciated that cause spectrum definitely gave me the run around

If Time Warner Cable were a table, it would have no legs to stand upon and no surface to write upon. In fact it would be more useless than air as the word is a whole lot shorter to say.

One of the worst services I pay for. They should reimburse customers for all of the time their service does not work.

If you're a new customer you can get a mobile phone in store but if you already have a phone you have to order online or by phone and it takes 3-5 days to get to you!!!

Would have been better if they weren't having so many issues with stupid stuff so I wasn't able to get the phone I wanted

Worst service...They don't seem to care about customer satisfaction.

Last evening while waiting up to three minutes to get connected to the URL I was searching, I decided to run a "speed test." Mind you, I have "TURBO" service and am supposed to have download speeds of 30 or better. The test "timed out" (meaning, I presume it was unable to connect) several times before it was able to give me my first reading. In the space of ten minutes I got readings of 32.15; 19.18; and 9.10. I am searching for an alternative. It is maddening to pay (a lot) for a service I'm not receiving, and frustrating not to be able to effectively do work from home. You guys really need to get your act together. I'm looking for other options.

This company is a total scam.

Setting up a new service with this company, either in store or over the phone , you will be notified that the lowest possible offer you will get today is some insane ripped off of $80/ month. And after some diligent mouse-clicking and meticulous researching, the sales rep is going to tell you the bargain lies in a package charging you $70/month for internet plus some random lousy TV channels which you can only watch through an app ill-supported by any platforms. And, with some further hard work to assist you with lowering your cost, this guy is going to suggest you to sign up for $60 internet+land line (you're right- it's 2020).

You will find out their internet-only service costs you $44.99 on their website .

However, after all the clicking on the website, you will be required to call Spectrum to finish your order. By the end of this hour-long-waiting call , you will be miraculously charged $55 for internet with TV.

Be prepared to spend a few hours waiting on the phone line to cure your over-billing and malpractices if you decide to use their service. Staff are arrogant and combative.

I am sorry for those who could not escape this company. Spectrum is the supreme example of the hazards of monopoly.

No need to repeat what has been said by everyone else, this place deserves less than the current 2/5 stars.

I would give zero stars if I could. OVERCHARGING US WITHOUT ANY NOTICE. Horrible, awful, no good, corrupt company. So happy they are almost out of NYS. Just the worst - goodbye!

Let me add to this company's pile of sh***y reviews. I didn't think it could get worse after TW cable, then came along SPUTUM, err SPECTRUM. All I need/want is internet in my mobile home in Varna. For a long time with TW I was able to pay $35/mo for 30 MB/s download...a special offer I had to renew every 12 months by making a call and asking for a discount. Then SPECTRUM bought TW. Fine. Maybe they'll offer me a better deal than TW. After they came in they had me paying $50/mo for the same thing. In December 2017 it went up to $55. Surely, as time marches on we should be getting more MB/sec for the dollar, not fewer.