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Tell us about your Time Warner Cable problems.

After years of incompetent and horrible customer service from Time Warner Cable Company, it's time the public had a forum. There's a lot of commentary about Time Warner Cable on the internet, but we felt it should all be consolidated in one place.

Editor's Note: This website was established in 2009 as timewarneraustinsucks.com. Due to the overwhelming number of complaints against Time Warner, the site was renamed timewarnercableproblems.com in order to serve all of Time Warner's victims, wherever they may be.

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2015-03-27
posted by:
Anonymous
ny, ny
email i just sent to Twc.Cotp@twcable.com
let's see what happens

have had a problem with cable for several years,
i have had several boxes and multiple repairs.
the final solution, i was told on 3/17/15 and today, by ms rickenbocker, that the only way for repair to be done was for a repair person to come when the problem shows itself.

never mind that in all the times (except one phone call on 2/27/15 where the person at TW could see the problems herself, on her screen) has a repair person arrived during a problem.

this is the way TW says "f==k you, i sit at a job and my job is to inconvenience until you are frustrated enough to go away."

i will be happy to supply you with dates and information but i can no longer listen to some hostile TW employee who's solution to my ongoing problem is to stay home for appointments so the repair person can witness the problem, a 1,000 to 1 chance it will happen. that's not time i want to spend.
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2015-03-21
posted by:
Anonymous
If you want real Results. Call the office of the president and ask for Lonney Krentz the department manager or Paula Takach. Don't take NO for an answer! (212)364-8300 option #2 or Email them at Twc.Cotp@twcable.com. Trust me complain loud enough and you will get results! If that doesn't work call and Email the CEO Rob.Marcus@Twcable.com or call him at 212 364 8219 that always gets results!    respond to this post   Post a Solution
2015-03-11
posted by:
Anonymous
I HOPE YOU READ THIS BEFORE GETTING TWC. I've been trying unsuccessfully to cancel service since Feb 2014. I bought a house and moved. I called to cancel service upon buying the house and moving yet they are stating I have a modem that I don't have that the really bad installer took with him since I have my own. I'm a web professional! They insist I owe them for thir box yet I wasn't billed ever (3 years!) while supposedly still having it. Why wouldn't they bill me monthly if I actually had their modem? There's the proof! They hit my account again too so I'm setting a fraud claim against them through my bank and tomorrow I'm writing a complaint to the FCC. Next is Small Claims Court Unless this site gets smart and gets a class action going. Legal action seems necessary to quit your account. I can't wait until they tank and go out of business.    respond to this post   Post a Solution
2015-03-05
posted by:
Anonymous
I haveto call every other month for either router or cable box all they know to do is replace it instead of checkin there wire connections .ud think new box new wires but no .
Tonight called cause 1 channel recording dont play nxt day. But r fine day of this every week thing said was box reboot
Still didnt fix the issue.    respond to this post   Post a Solution
2015-03-04
posted by:
Anonymous
Switched from DirecTV to TWC to save few bucks. Bad idea. Their DVR (Cisco) sucks! Total POS! Fails
to record shows and guide not available. I've reset this box more times in the past three months
then I did my DTV DVR in five years. Total junk and they can shove it up their CEO's ass. I'm done.    respond to this post   Post a Solution
2015-02-24
posted by:
sad in san diego
Have two cable boxes. Both of them freeze every day or two and must be unplugged and plugged back in (note that they are completely different boxes) The guide many times won't display more than one day out. On Demand only works about 25% of the time. Audio is weird and voices get very low during commercials and also on some music shows. Audio and video are constantly out of sync by as much as 1/2 second. It's like watching a poorly dubbed Japanese monster movie. Sometimes the video will just go black and a "Please Wait" message appears for 1 or 2 minutes. The guide they have online is never correct and when you try and view the current day, it actually shows tomorrow's listings. Intermittently, when you press buttons on the remote, the box takes a few seconds to respond making it almost impossible to navigate through the guide or On-Demand. What a nightmare and disaster.
Time Warner is garbage. They need to deregulate it like they did with phone service so alternate providers can use their wiring to provide service. No competition equals junk service.    respond to this post   Post a Solution
2015-02-24
posted by:
Anonymous
TIME WARNER BUSINESS CLASS-UNABLE TO DISCONNECT SERVICE BECAUSE TECHS. CANCELL THE SERVICE CALL MONTHLY. RETURNED THE MODEM MYSELF. CALLING MONTHLY TO LISTEN TO THE NEXT SONG AND DANCE, WHILE THE BILL ACCRUES... MY HUSBAND THINKS IM GOING TO HAVE TO HIRE A LAWYER TO RESOLVE IT. AND WE DON,T OWN OWN THE PROPERTY ANY LONGER, AND WERE TOLD YEARS AGO THAT ANY MODEM, OR EQUIPMENT MORE THAN 2 YEARS OLD IS NOT WORTH RECOVERING. IT'S JUST ALL A GAME TO SEE IF YOU WILL PAY.    respond to this post   (1 response - view)   Post a Solution
2015-02-07
posted by:
Debbie
Shepherdsville, ky.
I had recently hook up to twc now my dvd player won't work the guy unplug the cables to it how do i fixed the problem ?
   respond to this post   (1 response - view)   Post a Solution
2015-02-05
posted by:
Kale
last night I watched Fox News channel and this morning it's not even in the channel line up! I'm in Dallas and I'm so sick of all these TW problems! It's random one day the OnDemand won't work and the next time I turn this system on channels are missing, remotes don't work or the DVR recorder needs to be changed out!
This is crazy! I've gone thru 4 new remotes and two tech visits and another complete cable box change out!
How does this company get away with this? And all for the low price of $185.00 a month! I have been a customer for seven months and I'm ready to pull the plug.....They do whatever they want and get more $$$ out of customers!    respond to this post   (1 response - view)   Post a Solution
2015-02-03
posted by:
Tom
2-3-15 (Milwaukee) We have had problems with HD pixelation with our Time Warner cable service for years. Seems like the worst is with HD channels 1004, 1005 & 1006. These are local channels. Also seems like the problem is usually worse when those channels broadcast local programs -- like news & Packer games. Although problems occur other than that also. Occasionally when we notice some pixelation while watching TV and receive a phone call (we have Time Warner phone service also) the pixelation increases 1000 fold making it impossible to watch the channel at all until you hang up phone. Time Warner has been here 4 or more times since September (2 times in the past 30 days) and has NOT solved the problem. When they leave (and when they arrive) usually the problem is not occuring. We have 2 of their boxes and the problems occur on both. Their service people are always curteous and appear knowledgable but the problem always reoccurs within days of their visit.    respond to this post   (2 responses - view)   Post a Solution
2015-02-02
posted by:
Anonymous
We were a long time customer of Time Warner. I will not go into all the details of all of the terrible service we received, but to summarize I will say we had multiple issues with our internet service that no matter what Time Warner said the problem was and no matter what they said would solve the problem, it was never resolved. When we finally parted ways with Time Warner we were having to reset our Time Warner-issued modem 10 times or more a day.

That, however, is not why we left. We left because they were over-charging our credit card on a monthly basis even after we'd worked out a package with them and agreed to a price. When we informed Time Warner of the error they refused to refund the money they took from our credit card, saying they'd give us credits over a 3 month time period. We are talking almost $300 of our money that they took from our account that we had to pay to our credit card--money we didn't have to, in essence, pre-pay for services we had not yet received. Every person we spoke to admitted they had over-charged us in error, but all of them said they were not authorized to help us and they refused to let us speak with anyone who could help us. If any other company took unauthorized funds from our credit card and refused to issue a refund it would constitute credit card fraud. Time Warner does not seem to understand that people don't wish to pre-pay for their service and, in fact, can't afford to pre-pay for their service just because they decide to keep money they erroneously charged to one's credit card. If you're a customer who pays your credit card balance in full each month that's an unexpected hit you're going to have to pay. If you're a customer who carries a balance on your credit card, you'll have to pay interest to the credit card company for Time Warner's error, so their offer to credit you over time doesn't actually cover the full amount you're having to pay to your credit card in that circumstance.

My issue has finally been resolved after hours and hours of my time wasted by Time Warner customer service agents, all of whom acknowledged they took the money in error and refused to return it. Since I have read many complaints on this site regarding the auto-pay issue, I thought it would be a good idea to tell how I resolved the issue. I filed a complaint with the FTC and the FCC. If you are having trouble with Time Warner over-charging your credit card contact both the FTC and the FCC. If you are just having trouble with their complete inability to provide consistent internet and/or cable service, contact the FCC. The websites are: http://www.ftc.gov/faq/consumer-protection/submit-consumer-complaint-ftc and https://consumercomplaints.fcc.gov/hc/en-us

Filing formal complaints with the FTC and the FCC was the only way I was able to get my issue resolved. One of the people I spoke with at the FCC said that this was the sort of thing they needed to know and that they hoped people would file formal complaints in this sort of situation. I'm not usually one to file formal complaints, but enough was enough. After Time Warner received my complaint from the government, they finally refunded the money.

And finally, if you are on auto-pay with Time Warner, I strongly suggest you get off auto-pay immediately.    respond to this post   Post a Solution
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