WARNER CABLE/Ithaca Reviews

The worst I ever met in my whole entire life.

Rude, wasted time, useless, not helpful, no service mind, not try to help customer solved the problem.

She told me I must walked in to the downtown office, actually I just called to the 1800 number chat is faster and helpful and faster. Called done in less than 5 min.

But I chat online so many times, but the agent are not good, very poor service and wasted time also.

If you will canceled, it will take you 6 months to come back to be new customer.
And when you canceled they will cut your internet right away, in the same day, but when you pay monthly you have to make a payment early. At first I think if I called to canceled today, they will cut the service at the last day of the rounding but it's not like that.

But in the market now we have a lot of choices like cheap litelink, Verizon or even Vergin that I'm going for after called to canceled this rr.

Ugh...
Talking to this company is the definition of insanity.
Every time I call I expect it will go differently, but always the same disappointing result. On the bright side, I get to practice patience and tolerance. Which Spectrum consistently proves I have not mastered...
Every. Single. Time.

WiFi in and out all the time. Priced way to high for poor service but no other option at this point.

Never experienced problems with them. Received itemised billing numerous times. Was given a router upgrade within a week of a new router being released just because I asked. These negative reviewers are just salty.

Small venue to pay bills, order services, return equipment, complain, etc. Always a line and a wait. Never more than two customer service reps even though there's space for three. Reps are surprisingly pleasant and helpful, despite what appears to be dismal working conditions.

I hadn't realized thus building wasn't labeled as "Time Warner" anymore, so I got lost the first time I looked for the local branch. I love the new layout, it's much more welcoming and user friendly. The more open space makes you feel less like impending doom is lurking and more like a customer with questions for people with answers. Coyld use more chairs/bigger waiting area, as it's usually busy and backed up, but they've got a small tv so you're not staring awkwardly at anything but the people surrounding you at least. Customer service is cheery from my experience. Pushy, but cheery.

This doesn't allow you to give something no stars but that's what they should get. The absolute worst in customer service but because they're the only high speed option for many, they survive. This company should be banned and its infrastructure taken over by the people.

We've had great experiences with TWC service people. Recently Josh Maloney and James Brown were here to do some work. These guys were punctual, extremely polite, went out of their way to double check a problem we were having, and very knowledgeable.

Polite employees every time I have gone to pay my bill. No complaints so far....

Moved from Boston a year ago. I have never experienced slower internet or cable television that is so frequently not working. To date I have had three cable-box changes. I have since canceled my cable as it just never worked. Beware.

If I could give less than one star I would. Trying to disconnect service and am caught in an endless loop of incompetence and messages saying "our office is closed now, try again during normal business hours" (I am calling mid-day, not on a holiday, and talked to several real people who after I told them what I wanted to do, transferred me to the endless loop only to be told "our office is closed now.....") Chatted online with reps who were mildly helpful and gave me multiple numbers to call, all of which I called and got the same endless loop message. I have spent HOURS trying to cancel service, and will spend more time today to finally be free of this horrible company. I cannot stress enough how much HASSLE and WASTED TIME there has been over the years for multiple issues. If you can find another service provider, save yourself the aggravation and do it!

I used Time Warner for a year before it became Spectrum. This 4 star review is weighed more for this location rather than the cable company in general. The customer service reps here have always been accurate, friendly and helpful, and I enjoy my experience here far more than with the online sales and tech support teams. Would give 5 stars to the employees here.

Minus 1 star because the company itself does drop internet signal quite often as others have noted. The telephone sales rep screwed up my address multiple times, even putting it in a completely different state. And it takes 4-6 weeks to get a refund after account account closure, which seems a bit long to me.

They are frequently unhelpful, they are overpriced, they will outright lie to you regarding their services, they will nickle and dime you in any way possible, and their technical support is garbage.

They're only in business in this town because of their monopoly. If you have any other option, please take it.

Always is way
too busy. NOT enough employees out in the front of the store.

When you are the only option you can provide lousy service with frequent outages, unavailable channels that you pay for and internet speeds far slower than advertised.

I have had TW for "Talk and Surf" since they offered the service. The rate was reasonable @ $55 a month, until it was not. In the past two years they started raising my rate ~$15 a month each year and started charging a "rental fee" for the ancient cable modem I have had for years; add to that the new "tiered" bandwidth billing with no updates nor replacement, same old equipment (by doing this with out a hardware upgrade they have increased traffic on the lower tier resulting in slower service, as the same band width with more users equals an increase in collisions of the packets resulting in slower service; a long known issue specifically with cable internet). I am now @ $90 a month for the now super slow internet and cable phone. They have had a monopoly on internet service for too long, but no longer.
Luckily Verizon is now offering a no contract DSL/phone service for ~$55 a month and no hook up or hidden fees. Usually a business would like to retain their customers in this situation, I was met with a yawn from TWC.
You can guess what my next step will be....

Horrible service, I have had intermittent internet, for a really long time, and all they say is to restart your router!

I don't even want to give it 1 star.. customer service sucks..intetnet sucks... 3 times I scheduled go get internet fixed and 3 times thier worker had a family issue...that is 8 hours of my life wasted..waiting and calling costetmer service, whom didnt even know what time zone i was in....im turning in all thier junk...

Basically has a monopoly over service in an area densely packed with college students and cannot fix overloaded node issues at night when Internet usage is at a maximum.

This has got to be the worst customer service that I have ever encountered! Not only were service disruptions common, but when I tried to cancel service it was almost impossible. Numerous times I had to follow up with them and ask why I was still being billed for services that I shut off months ago. They kept telling me that they were having trouble getting someone out to the old house to shut off service. This went on for several months. I called again today 8/26/13, because I got another bill for services when service should have been discontinued months ago. Would not recommend this company ever again...Just a follow up...finally got my refund...its now november!

Snakes from the bottom to the top. Even with their priciest package, they throttle your connection, giving you slow internet half the time, and simply not providing the product they charge you for the rest. I ve replaced modems, routers, upgraded packages, and made HOURS of calls trying to get what I paid for, but this dishonest business will happily lie to your face and say they are putting a new foot forward as Spectrum. They should all be arrested for their business practice.

After signing up they raise the price. You have to call in regularly to get them to lower the price. Salesman are really pushy trying to get you to sign up for a more expensive package. They force you to buy add-ons like cable converters. None of the packages have guaranteed service levels, they only list what you might be able to achieve under ideal conditions. The starter TV package mostly has shopping and advertising shows.

I had to close my recently deceased mother's account. After 3 phone calls and two hours of banter with the headquarters they sent me documents that required her signature. Fed up I went to the Ithaca office. Not only were condolences given the service was excellent and the matter resolved in 15 minutes. Hats off to the service here in town. The Reps via the phone service can go straight to hell - rude, unhelpful and plain disrespectful of a long time customers affairs. I'll say it one more time your phone service reps are worthless and can go straight to hell.

Horrible connection. I'm paying for Netflix but the signal is so spotty at least twice a week I can't stream movies or programs in the evening. Also, very expensive for such poor service. Just saw a promo for bundling TV and internet for $39.95 a month... we're paying $65 a month just for internet. If it were 1/2 that cost I could bear the inconsistent quality; given the price it's a rip off!!

I'd rather deal with spotty overpriced Verizon hotspot than go back to this company-- and I do. The company lies and overcharges. They can and will slow your internet on purpose as well.

Went in to return a cable box for a digital one. Very friendly and made the trade painless.

The worse customer service I have ever experienced. I have been here 3 times, every time as different associate exhibits a condescending attitude
They went so far as to tell me they aren t customer service
Apparently, they only exist to sell you something, after that they could care less
I spend $3000 with them a year!

Literally one of the most sarcastic and rude costumer service reps I ve ever spoken to. Mariam!!! You could have been much kinder as I gave you no reason to be mean to me! The directions online are not clear and we re all just trying to do our best out in this world ok!
Really wishing Ithaca had another Internet service to buy from as I do NOT want to give them my business again.

5 stars? Yes, that's not a mistake. Let me explain:

Time Warner Cable is awful. I've talked with six customer service representatives today, in various departments, and accomplished absolutely nothing. It started with an installation technician who never showed, progressed to the news that an account had never been created for me and that the original rep had not, in fact, given me a real confirmation number, and got worse from there. It was a 4 hour debacle that accomplished NOTHING.

On a whim I stopped by the Ithaca Time Warner Cable office to try one last time. The rep there, Jake, was friendly, helpful, and ironed everything out. He was able to find my address in seconds (something the previous six reps took 15 minutes to do), discovered that I didn't need an installation tech (and certainly not the pre-installation site survey that other reps said I needed), and I walked away with a modem and service that's currently letting me type this review 30 minutes later. I wish I'd gone there first.

Long story short Time Warner Customer Service sucks but the Ithaca location (and Jake in particular) saved the day.

very disappointed. piece of S***. They fool around me and cheated me out of money. Straight garbage.

Actual copy/paste from a chat transcript:

Agent>I am really sorry but there is no way to access it online without having cable tv service with a digital cable box.
Luke_> so what you're saying is that I need to bring a box into my house in order to use an online login
Luke_> even if that box will literally never get plugged in?
Agent> yes, correct.
Luke_> can't we just skip that step?

and that summarizes it all pretty well.

I set up a Spectrum account by phone and then went to the store to see if I could get a modem. They said they couldn't give me anything because one was in the mail, and wouldn't even let me rent one. The employees were clearly irritated that I'd set up my account by phone rather than in the store (even though I couldn't have done so, because I'd had to call to see when service would be activated at my building), and basically treated me like I was a customer of some other company. I will avoid using that store if at all possible. It seems like being the only internet provider in town has given them license to treating customers badly.

Absolutely a terrible experience, make sure you sign in, or you will never get waited on. They all work on commission, so they are there to sell you as much as they can. Left there upset that I could not just get a couple basic questions answered. It was all about sell sell sell!! Not about customer service

I was going to cancel cable in July. I missed one payment. I've been paying extra every month. NOW THEY SAY I IWE THEM $290 . HOW CAN THAT BE. IM VERY UPSET. DO NOT GET SPECTRUM. BOYCOT THEM.

i cant play a single online game 2 inches from my modem/router without disconnecting, i r8 0/8 i hate TWC internet

If i could rate them 0 stars i would. worst company. ever. I am embarrassed by my last name because of how terrible of a company they are.

We are held hostage by Time Warner. If we cancel our TV "service," which is a sick joke, our internet costs will skyrocket. If we did not rely on the internet home service, I would stop all our business with this pathetic, unreliable company. The only channels that work on a regular basis are the basic ones, which are not worth watching, and the premium shows are usually "unavailable" owing to the unreliable reception.

Tompkins County needs an alternate source of internet.Time Warner is crap (no pardons for my French).

I am infuriated that this review service automatically gave Time Warner a positive rating despite the fact that I gave it a negative one.

Candace E. Cornell

Not helpful at all whenever I have called them to ask about a problem. In fact, even when I'm calling to try to get them to sort out a serious problem, they try to sell me things I don't need or want!!!! Awful customer service.

Actually, this is not a review for the people working here. It's about Spectrum the company as a whole. Here is my story:

I'm a new user of Spectrum in June 2017. When I open my account, I said I just want to use the Internet with $44.99/mo without wifi(I have my own). But the website agent insists that I should try the full package($29.99/mo for each of the Internet, TV, and voice) because I can downgrade to only Internet service WITHOUT PENALTY. I said I just want the Internet service again, but she tried to persuade me to try them and turn them down later because there is NO PENALTY by doing that. I said OK, why not give a chance? Then, the nightmare began.

Today(6/26/2017), I talked to a Spectrum agent using web chat to downgrade the service to Internet Only service. S/he said on problems, the price is $69.99/mo. I said no, I was told there is no penalty, so please give me the original price. S/he said that is for the new user, now you are not new Spectrum user anymore.!!!!!!!

I insisted and they give me a call and then refer me to talk to their "leadership". Their "leadership" is so arrogant that she said to me there is no way to get the original price and I have the choice to use it or not. How arrogant she is! She knew perfectly that I'm in an area covered only by the Spectrum. If I can use AT&T or Verizon. I will give up Spectrum immediately.

I felt deeply used by Spectrum...is there any way to protect ourselves from such a bureaucracy?

Local over priced monopoly cable provider who I am sure doesn't care they get a one star review

Internet drops out constantly. Often the data speed is less than 1mbps, less than dsl, less than old dial up. It should be at least 50 Mbps. Within 5 minutes I saw the speed go from 156 kilobites per second to 36 megabites then back to 480 kikobites, then to 11 megabites. It's all over the place and makes it impossible to perform online work or even have uninterrupted entertainment. After multiple technician visits it's proven the problem is with Spectrum's equipment and data management and nothing to do with their customers equipment.

very helpful and informative however I feel it's rather pricy for what you get.

Signed up for internet service online, got the confirmation email and everything. Then I go to the store to pick up my modem and they say they have no record of it. Long story short their website is useless, lets you sign up and tells you it charged your card and to go pick up a modem, all without actually signing you up in any way or charging your card or getting a modem reserved for you. You had one job, Time Warner Cable. For what it's worth the people at the desk in the TWC office were very nice and helpful, even when i walked in moments before closing, so just make sure you talk to a real person because their automated system is pure rubbish.

Spectrum's "Assist" program touts itself as a friend of the working person with their tagline: "everyone should have access to reliable, high-speed Internet", but have misleading fine print. Even though my family financially qualifies, because we already have service, we have to continue PAYING MORE than the cost of their Assist program FOR SLOWER SERVICE. They make full use of their monopoly, pretend to be a great compassionate company, and it's despicable.

There is a gentleman named Mark at this location who is rude, condescending, and a liar. I had cable/internet/telephone and called customer service to cancel the cable portion. I'm told I don't need new equipment and everything will transfer over to a new package, I just need to return the cable box to this office. Internet and telephone are working at this point. I go to this office and get stuck with Mark who tries to sell me services I don't want or need. He's in my account, typing furiously and then tells me I need a new modem. I tell him that I dont, not according to customer service. His response? "I don't know what to tell you chief, you need a new modem." He then tells me there is a lease charge on it, I decline it yet again and leave. I get home 20 minutes later and my internet is MYSTERIOUSLY no longer working. My wife goes down to this location again today and is given a modem and a router and told if she opens the router, we have to pay for it. She plugs in the new modem and we still don't have internet. I call customer service again and speak to Christine who tells me to plug the old modem back in because there was no reason for us to be told or given a new modem because our existing modem was compatible and working. She fixes some settings that again, MYSTERIOUSLY got changed and what do you know, our internet is working again! Without a new modem or a new router. Mark is a scam artist and a liar.

UPDATE: my wife went to return the unnecessary equipment back to Mark who STILL tried to tell her we needed the equipment even after customer service fixed our internet with our old equipment.