Complain about a product or service

Time Warner

Leigh of New York, NY August 23, 2009

Time Warner Cable has upgraded their system without asking customers if they wanted the upgrade. Previous to this upgrade I was able to record shows on my VCR. I am not able to do this anymore. When I called Time Warner to complain about it I was told I should subscribe to their DVR because I will not be able to record on my VCR any longer. I told the representative I could not afford to pay for the DVR system and I did not want their upgrade if I could no longer record on my VCR. The representative told me I could not go back to the old system and using a VCR was piracy. It cannot be legal for Time Warner to push customers into a DVR service they cannot afford. What can I do now?

Michael of Saugus, CA August 12, 2009

I keep receiving phone calls from Time Warner Cable from their automated phone system. They have my phone number listed on someone elses account. Their automated system explains that my account is past due. They want to verify that I am a person called Victor L. I do not verify that I am such. I have made contact with several of thier operators to explain the situation. I explain that the phone number they have on the account is incorrect. I acquired this phone number from the phone company 10.5 years ago when I bought my house.

I also explained to Time Warner I've never had their cable service and with the harassing phone calls I've been getting for collection then I would never use their service. The operators assure me that my phone number has been removed from their system. Yet when I explained the situation yesterday (on 8/10/2009) and I was assured I would not get another call, I received then same automated phone call tonight inticating a past due amount. To which I had to follow the prompts to contact an operator to explain the whole situation again that my phone nember does not belong on the persons account.

Duane of Santa Clarita, CA July 27, 2009

I discontinued my phone service and they offered me a price of 71.69 for a 2year commitment to keep my cable tv and dsl and they keep billing me the regular price and now they have turned off the service. Please help. I have paid the 71.69 every month when the bill is sent.

Paul of Orange, CA July 27, 2009

For me it's been a series of small things making more work, taking time, and then a new thing goes wrong, starting over again (and again). Going back about six months, there have been more or less consistent issues a cable outage, say. Not a lot of times, but regularly say once a month. They always say, Oh, we'll credit you X for the inconvenience.

Well, I'm going to go back and check and I wouldn't be surprised to find they never did any such thing. This is because we actually canceled the cable part of our service for six weeks when we were going to be gone a good part of the summer. Time Warner continued to bill us. When I noticed it, they said, "Oh, it will take 45 days to credit the account." Really? You can take my money right away but you don't have to give it back for six weeks? By which time many people probably forget, don't check, etc., and who knows if they ever do it?

Scheduling has been a big pain. I planned ahead to cancel the service, and even though I had an appointment "in the computer" for three weeks from the time I called, someone showed up a a couple days later to shut it off. He told me not to call in advance to turn it back on again, implying they can't handle such a concept as being planned in advance. So this time I called five days before I wanted it turned back on — and the first available is two weeks from now.

Hmm ... so when I call in advance, it gets screwed up; when I don't call in advance (on their counsel) it also gets screwed up. The big thing is the bill I'm going to check back six months and see if I ever got these credits. They never stopped billing me for service but I thought it was "in the computer???" to shut it off? Wouldn't that connect to the billing part of the account? Duh.

And the 45 days to credit me back? That is a crock. It takes going into my account, and change the amount I owe subtracting what they took from me. That's it.

Paul of Orange, CA July 27, 2009

For me it's been a series of small things making more work, taking time, and then a new thing goes wrong, starting over again (and again). Going back about six months, there have been more or less consistent issues — a cable outage, say. Not a lot of times, but regularly — say once a month. They always say, Oh, we'll credit you X for the inconvenience.

Well, I'm going to go back and check and I wouldn't be surprised to find they never did any such thing. This is because we actually canceled the cable part of our service for six weeks when we were going to be gone a good part of the summer. Time Warner continued to bill us. When I noticed it, they said, "Oh, it will take 45 days to credit the account." Really? You can take my money right away but you don't have to give it back for six weeks? By which time many people probably forget, don't check, etc., and who knows if they ever do it?

Scheduling has been a big pain — I planned ahead to cancel the service, and even though I had an appointment "in the computer" for three weeks from the time I called, someone showed up a a couple days later to shut it off. He told me not to call in advance to turn it back on again, implying they can't handle such a concept as being planned in advance.

So this time I called five days before I wanted it turned back on — and the first available is two weeks from now. Hmm ... so when I call in advance, it gets screwed up; when I don't call in advance (on their counsel) it also gets screwed up. The big thing is the bill — I'm going to check back six months and see if I ever got these credits. They never stopped billing me for service — but I thought it was "in the computer???" to shut it off? Wouldn't that connect to the billing part of the account? Duh. And the 45 days to credit me back? That is a crock. It takes going into my account, and change the amount I owe — subtracting what they took from me. That's it.

Pierre of Marina del Rey, CA June 30, 2009

I am a customer from TWC since 2004. I spent roughly 5 years spending ~250 / month (a lot of monney). When I decided to move to another country, I had to cancel my TWC account. But, I specifically asked TWC NOT TO CLOSE my e-mails acess for at least one month to be able to clean my e-mails etc and accessing them by webmail and start another ISP overthere. I was OK to be charged to access their POP/SMTP servers for a month or two. TWC simply closed everything with no notice with no way to re-open my account. Thks TWC !!

A very poor hot line btw and "dial 1, dial 2,..." It takes for ever, costed me time and money), non pofessional at all, apparently does not catch the issue and try to relate the issue to my access point Modem that they need to "ping" to reactivate the account. Does not amke any sense ?! I only need to access the servers / Period from any access poiints...TWC competencies looks therefore very limited to me and the rep. not very nice to deal with.

lenah of new york, NY June 30, 2009

a)faulty billing - Established customer who moved within nyc and re-setup the re-currcing billing. I recieved 2 bills that clearly stated "Payment via expressPay", but the account was not engaged and my account became 2 months dilinquent. In addition, when speaking with the agent I was never notified that there were any special needs associated with moving and maintaining re-curring billing.

b) cable outage - On 6/26 i returned home to find that my cable, phone and internet were knocked out. I called an agent and they were unable to help me. At this time, the earliest appointment was in 48 hours, but when the agent arrived he had the wrong service issue in his cue after extensive discussions with the customer service rep (e.g. phone instead of cable outage) and confirmed that another time warner technician had knocked out my cable in the control room... 100% the fault of Time warner cable. I was compensated the 12 for the outtage, but not for the surely service and actually I was hung up on 2x while trying to establish timing and exact issues in advance of the technicians visit.

It is appalling that the service is this bad with the "top service provider in NYC" and that they can treat a customer who has all 3 services bundled with such disrespect.

Kristin of Charlotte, NC June 27, 2009

My husband and I decided to add Time Warner Cable back into our home. We have their internet already. We cancelled before due to poor customer service. We decided to give them one last try after almost a year without them. The service tech came out to set up our cable. After installing the box he contacted a rep over the phone. They informed him that we already had a box and could not set up. I informed him that we do not have a box. My husband spoke to a rep the day before and stated that our account was clear. I informed the tech. He stated to me while on the phone with his rep that he would hook up the box but I would have to handle TWC myself.

I told him that I didnt want the service if it cant be corrected now. The service guy told me that "he did not care whether I got the service or not he was just here to hook up the box." I told him I did not want the service because he was very rude. He stated that he wasnt rude it is just none of his concern. I told him to take the box and leave and I will cancel the order. My husband called TWC and they verified that everything was clear on our account that we did not have any boxes.

My husband also informed them of the rudness that we encountered. When we had TWC in the past and cancelled their Digital phone because it did not work that well they cancelled our internet and cable. When we spoke to a manager he stated it could have been a squirrel that bit the line. Which made no since at all. He was very rude and we had to wait a week to get our stuff turned back on.

Ed of Mission, TX June 26, 2009

I pay for full service from TW. About 180 per month. They changed over to a new system and My Internet is very slow and I can't use Video on Demand. i have had several Tecnicians out and they admit it is TW fault. I want it fixed , it has been out for about 3 months.

Addie of Brea, CA June 18, 2009

was a customer of Time Warner for a while. They called me up in 2008 and want me to pay 29.00 dollars cable fee on the phone so that I get a broadband digital service. I say wok on the phone and start paying them every month. What happened this year on March without let me know and signed any agreement they jacked up the bill from 29.00 dollars to 57.00 dollars. They told me that my bill is 187.00 dollars. I told them that I was sending them a payment till May 29.00 dollars every month. They told me if I don;t pay them they will turn my account to collection agent.

I need help to resolve this issue with Time Warner. What they are doing with me is unacceptable. I have family and can't afford to pay them right now 187.00 which I don't owe them. Please advise and I appreciate it.

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