Complain about a product or service

Time Warner

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.

latasha of columbia, SC June 12, 2009

I have been a customer of Time Warner for several years. This is not the first time things went wrong with my services but it is the last time I can sit by silent. We had a severe thunderstorm on Wednesday, June 10 that caused all services in the neighborhood to go out. I called at 10:04pm and was assured that all would be up and running by 11:45pm so we went to bed. On Thursday morning I noticed that I still did not have phone, internet, or cable so I called at 7:11 and was told that the outage was cleared up but they would send someone out that day to help me.

Spoke with another representative at 9:54am, 1:18pm, 3:19 pm 6:16pm and 8:46pm and they all assured me someone was indeed coming out.It was not until 10:04pm that I was told I had been given an appointment for Monday,June 15th! That is completely unacceptable. I have small children in the and we rely on our phone and internet in case of an emergency.

I proceeded to get up this morning, Friday, June 12th and call yet again again about my services. I asked to speak with a manager at 9:22am and my called was answered by Mellisa who apologized for all my inconvience and assured me this issue would be resolved. no one showed up so I made one last attempt to contact them at 4:30pm only to be told that Monday was the earliest they could get out. My address is the only one in my area without service yet no one seems to care.

I am disgusted by the way I have been treated. I pay my bill and it should not take them 5 days to correct the problem when it only takes them a split second to disconnect you for non payment! They are so busy trying to get in "new" customers but they don't take care of the one's they already have. Never has a company treated me so shabilly and at this point i would never recommend them to anyone. Hopefuly this will help someone else.Thank You

Dave of Grafton, WI June 10, 2009

Time Warner Cable Co showed up on my property without warning and started digging a hug gaping hole next to and under my driveway in the beginning of Mar 09. It had been raining for weeks prior and when there they dug the hole filled up with water so bad they could not continue. They came back a couple weeks later to finish burying a cable I was told (under my concrete drive). It still was so wet they had to leave the exposed unburied cable above ground in front of my house for another week or so. It finally got real cold so they decided to bury the cable and fill in the holes.

I suddenly notice the last 10 ft of my drive way raised up 2-3" or so leaving a very sharp nasty speedbump. I contacted 3 pepople at Time Warner Aime Svarbonneau (not if of spelling) 414 430 5608 supervisor she referred my to Toby Rott contractor (and hothead) 414 870 7612 who complete;ly denied any wrong doing without even looking at it! Then his supervisor T. Piontek got involved-my concrte service guy B. Larson, Toby, Tom and myself met on site only to argue and not resolve anything-I was told Time Warner would get back to me, they never do I always have to keep calling them only to get run around.

I am asking that Time Warner Cable take responsibiltiy for the damage that occured. My concrete serviceman Bill Large said its pretty much a no brainer that after digging around and under the drive and then filling up with water and then burying anything underneath after it freezes it will push the crete upwards.

I was given an estimate of 1,800 to fix the problem witch will include digging up and removing the crete, and laying new. I want my concrete company to do the work, the same company that laid the driveway for me 5 years ago with no problems up untill now when Time Warner came digging around.

phil of portage, IN June 4, 2009

Why is the cable company making me pay an additional 102.00 per year because the country has gone digital? I have cable service but no longer have the basic standard channels that I was getting. The Cable co. told me I will need an additional cable box for every TV in my home at 8.50 per month because of the switch to digital.

This is another scam to get more money from people by using the digital conversion as an excuse for cable boxes I don't need but they want to charge for. My TV's are modern and receive digital signals. The cable co. is stealing more from it's customers again. Why is the government allowing Cable to do this? Hundreds of dollars from millions of people for a service that they already pay for and were receiving.

Kathy of miamisburg, OH May 20, 2009

For last 2 days every tome my home phone rings it kicks over to my verizon wireless cell number. I am unable to answer my home phone that I have thru time warner. this is a new problem (weird!) and I don't know how to solve it. please help. Thanks. It's costing me minutes. Have attempted to find out what to do on line or get a number to call but unable

phil of cleveland, OH May 19, 2009

Well, I have a problem with TW that double bills me. In March of this year, I asked about my bill. I got a hold of customer rep. While discussing my bill, my NHL Center Ice coverage was turned off. Then it went back online. I was "reassured" by the customer rep that I won't get doubled billed.

Tonight, I asked a customer rep about my NHL Center Ice package and since the season is over, it has been replaced by MLB Extra Innings package. I was told I wasn't going to be billed. Then I asked what was my bill for April.

The bill was over 230 dollars. I was mad. The customer mentioned the incident in March when "they" turned off my NHL Center Ice temporarily while I asked about my bill. Please help me..

Linda of Los Angeles, CA April 23, 2009

because of faulty equipment, being billed for services I didn't ask for -- muliple times -- I canceled Time Warner Cable Service in August, 2008. In October, 2008 a contractor with TWC (B&W) came to my house and collected the equipment. In January due to regular brown-outs of my Time Warner internet service, I canceled that as well. In January, TWC started billing me for cable service, despite the fact that I no longer had equipment to receive cable. They now claim I owe close to 400, and will send matter to collections. HELP!

Deborah of Mason, TN April 23, 2009

My husband passed away on 11/24/08, on 2/2/09 I recieved a letter from CSG stating that Time Warner was looking for me and had been since 12/16/04, they had a refund for me of 78.60. I couldn't understand why they couldn't find me, I was only 45 minutes away from my old apartment and all other mail came to me. I called Time Warner and they informed me that CSG did do accounting for them, so, I signed the receipt and returned it the same day.

I finally found a phone number for this company on-line and called on 2/23/09. I was told it was sent out to me, that it takes 4-6 weeks, it should be here in 2 weeks. I called again on 3/16/09, I was told "it hasn't been re-issued yet" , will be sent out, about 2 weeks for delivery. I called again on 4/2/09, Elston told me it had been mailed and to call him back "next Tues. or Wed.". I called back on 4/8/09, Elston told me it (meaning computer, I assume) showed that the check had been sent. Then he said it was sent to me in Indiana! He said the "TN" was mistaken for "IN", he said he would talk to his manager and call me back. He called back and said he would re-write the check and it will go out on the 15th and it should be here on Tues. or Wed. Well, its Wed. and nothing!

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