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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|Roku app is awful here in NYC. Often goes out even as the internet connection is working fine. Plus when you call, they're even more clueless than usual. I'm just waiting for RCN to get a Roku app. Then it's goodbye TWC.|
The internet does go out frequently too. Yesterday, from around 9 am to late afternoon. Ridiculous.
|Cable modem issues regarding purchasing your own modem. TWC provides list of approved models that work published on TWC web. Buy your modem using the list hook it up activate it your online. The listing has Motorola SB6141 that happen to be the same modem proved by the lease. No brainer should work. What a mess TWC got me into. Tentative date when the problem will get resolved??????????????????????? Someone should change the posting on TWC web regarding purchasing modems http://www.timewarnercable.com/en/support/internet/topics/buy-your-modem.html |
|At noon on Saturday, TW cable and TW internet both working fine. Skip forward 2 hours, when I returned from errands and both were out. When I left to run the errands I noticed a TWC truck/van pulling into my apartment complex, but didn't think much about it until I returned and no service.|
Called TWC and went through all the nonsense previously mentioned in multiple comments on this site, and customer service couldn't fix anything. I asked them if the TWC service guy could have disconnected my service (either intentionally or accidentally).....of course the woman in Dallas said no.
She told me they could have TWC repair out in 16 days!!! Then I lost it. She said they were just very busy. I called the next day, after cooling down a few degrees, and got the repair wait time down to 5 days.
Isn't there some legal FCC requirement that TWC needs to follow to repair cable and/or internet service within a timely period? Can they actually make you wait 16 or 5 days for repairs?
Frustrated and waiting for my 5 pm appointment today (assuming they even show up)! Last one appeared semi-stoned and was with a girl who appeared to be off the street corner. I thought I was being set up or something...........the stories never end with the TWC crowd!
|All my series I have set up to record just disappeared about two nights ago. I called and they said they are in the middle of an upgrade and that all the series should repopulate within 10 hours. They still haven't. I can't even search for a show to set up a series recording. AHHHH!!!! ) |
|the problem is time warner , they will never be high speed anything, the actual cable, and signal is weak, it can not compete with satallite , go with direct, or hughs, any company that has, a dish ,picks up signals from air, dont use at&t either they are terrible, its going to get worse , with time warner, they have not upgraded the system for years,just upped the monthly charges, good luck to all of you that stay with this sinking ship, hope you can swim|
|I live in Dover,Ohio. I have Time-Warner Cable HDTV and pay for a box each month for my channels. My rate is over $80.00. As of this past weekend, you have changed the Weather Channel that forcasts everything BUT OHIO WEATHER. I could care less about California,. Washington, Mexico weather. Why are you doing this. Do you not realize this is a safety issue for many who turn to the weather with all the tornados, etc. Please fix this problem immediately. |
|Time Warner what a joke, sorry to all those not laughing |
My youngest daughter a single parent was considering renting a house next door to our business in a very small town 25 miles west of Columbus Ohio. She called TWC to check rates for the address she was considering to move to and then a couple days later found out the house had already been rented to someone else. The people that own the house have been a long time friend of the family. A few months past and the person that rented the house moved out so my daughter rented the house and moved in. Our friends that owned the house did not require her to sign a lease because of our long term friendship. My daughter told me she had already spoken to TWC about price and she could not afford it, so I told her I would get it for here. I called TWC and had cable put in my name and paid the bill. Everything was fine for a week, cable not working so I called TWC to find out what was wrong and they connected me with loss prevention. Loss prevention told me cable was shut off for none payment of and hold bill. TWC demanded that I show proof of a move in date by form of a lease agreement. I tell them I have no lease TWC then tells me no one can move into a new place without a lease that itís against the law and demanded I provide a lease. I have the home owner sign a document with my daughters move in date and TWC refused to except it. So then I ask TWC what do I need to do to get cable turned back on TWC says I need to pay the outstanding bill of $187.41. So I asked if I pay this amount you will turn cable back on TWC said yes. So I paid $187.41 then to my disbelief TWC said they could not turn it back on until I paid a $39.00 reconnect fee. Then I asked, and then you will turn cable back on TWC says oh yes absolutely. Then I am told that they believe that I was trying fraud them and demanded that I give them a guaranteed account that they could debt money out of every month so they would be guaranteed their money. So I tell TWC I want all the money I just paid them back and that the attorney general office is going to love this story. (Not that they would even care) TWC person transferred me to another rep and she told me she would get cable turned back on. (No secured card needed) the day arrives when TWC is going to reconnect the cable. The technician arrives and says it was going to cost $189.00 a month for service I said wait a minute the promotion I signed up for was 49.99 month for the first year for basic cable and internet. He tells me that was last monthís promotion and this month there is no promotions going on. I explain to him what TWC has put me thru and he calls someone at TWC he is told I am no longer considered a new customer so I would not qualify for any promotions. (Now remember I have only had cable for one week never had TWC before ever). After the tech talking to several other reps they finally get me on a plan for $49.99 month plus tax so great all fixed. Fast forward 2 Ĺ years later. My daughter decides shes going to move, so I call TWC to find out what I need to do to stop service. TWC tells me I need to bring them the modem to stop service and the location I need to bring the modem to is on the front of the bill. I take the modem to the place indicated and asked the lady to see if there is going to be any balance because I would like to pay that while I was there that day. The lady at TWC customer service tells me no outstanding balance on the account because the new cycle had not started yet. So I figure this is great and that was easy and I told her it was a lot easier to deal with them in person. A few days go by and to my absolute disbelieve I receive a bill in the mail demanding the outstanding balance to be paid immediately. (This is the funny part the bill is for 9 cents). So yes I did it I went to TWC and made a complete idiot of myself but it felt good however the TWC customer service reps threatened to have me bodily removed if I didnít calm down and I responded by saying the only thing Iím trying to do is pay this 9 cent bill that you have made clear is due immediately. (All the customers in the lobby started laughing) TWC took my 9 cents gave me a receipt and I left. And seriously I would not gotten as upset as I did but the TWC rep kept trying to get me to have the cable reactivated at my daughters new address after I told her I would never get TWC again ever. What caused the original problem is when my daughter first called and checked on pricing using the houses address and then not renting the house, then some else rented the house got cable in their name and moved out a few months later and then my daughter rented the house and I had cable installed in my name which is the same last name as my daughter. So what TWC seen in the computer is my daughterís name some one else name and then my name looks like she was living there all along and the other person moved out but not the case. The only thing my daughter did when she called was to get pricing not have cable turned on. (TWC just went too far and started a work order as if she was getting cable.)
|*keep in mind, I work as a systems admin and tech support, so you can imagine how pissed I get|
Switched to TWC a while ago from ATT. ATT was too expensive for what i was getting, and time warner seemed so much better at half the cost, also considering I could bundle with my association's mandatory TWC basic cable TV package. That was the beginning of my problems.
At first, we got the kit with the router/modem in one. Didn't work when we plugged it in; no internet. TV worked fine, got all the channels I was supposed to. Luckily we didn't cancel the DSL line yet so I used that 'til they could send someone out to figure out why it was working. So I called, got connected to someone in India (which I have nothing against, the company I work for does the same after I leave for the day), but the guy tells me its the cable line of my house that isn't getting the signal and I needed to have someone come rip out all the old cables and replace them with new ones.
knowing that was bullshit, i waited till the morning to get someone in the US. They said 'oh, we never switched that part of your service on from the street', and so they sent someone out to do that.
What do you know, the internet starts working, however very poorly. I power cycled it on my own and tried to see if the router needed any special settings enabled, everything should have worked. All of my network was configured properly for it to connect to the internet. It went on and off every 15-20 minutes and would be down for 15-20 minutes each time, making it almost impossible to get anything done.
So I called again. They send someone out to check the connection strength from the street to our house, and they said it was a weak signal. He installed an amp at the street and it boosted the signal. He left before we could check.
Minor improvement. now instead of every 15 minutes, it would just go out randomly for about 5 minutes or so each time. Usually far more frequently at 3 times of the day: 2:30-4:00PM , 5:30-7:00PM and 10:00-11:30PM , all high traffic times on any ISP's network (school ends/work ends/just before people go to sleep). So I called them again.
They sent someone out to "fix" the problem, which all they really did was give me a shiny new router which sucks dong. Same idea, the guy left before checking if the problem was fixed.
Now I have to deal with the random 5 minute down periods all day, and the router itself goes offline for 30 minutes pretty much every day. When I pull up the router from the LAN, it says "your arris router is updating. this may take a few minutes". Either its a B/S message from time warner to try to keep me from getting pissed (which does the opposite, whenever i see it i rage) or the router itself is broken and continually updating because its stupid, either way isn't helpful.
So I call again.
I leave my cell number for the technician because i would be helping a neighbor move a bunch of stuff into their backyard.
The technician calls my house instead, leaves a message, and disappears into the abyss. I call time warner when i don't receive the call from the tech, they said the number on the service call would be my cell phone. she said she'd call the technician and tell him to call my cell phone again. Call never came.
I call time warner again, by this time I memorized the number combination to get through the automated menu without having to listen to a word it says. She said she would reschedule the appointment to another day. So I have to leave work early again, wait at home for a technician that would (by previous example) not fix the problem.
The guy comes and says there is nothing wrong. He doesn't even check anything, just tells me everything looks fine. I tell him obviously I'm having a problem if they sent you here. I tell him to look at the router's logs. "Oh, there does seem to be something wrong". At this point, hes lucky i didn't hit him over the head and bury him in my yard.
He says the cable from the street is causing the problem, and that I have to replace the wiring in the whole house. I bring the modem out to the street with an extention cord, plug it directly into the street port and what happens? no internet (this was at about 3:15PM, one of the times it constantly goes down). I look at him and it's obviously not my house's wiring. He tells me he needs to send out a specialist to investigate.
Nobody ever came. I called, they said nobody was ever scheduled.
I've pretty much had it and have been relying on my mobile hotspot for my internet at home (Thank god for Verizon's mobile network).
I've yelled at them enough times over the phone that i've only paid for 3 of the last 7 months of service, but I think i'd rather pay them and get the service i'm ordering.
On a side note, my TV has worked perfectly throughout this whole process, that part of their service i do recommend. As for their internet, even if it does work, it goes down too often to do anything, can't watch netflix/hulu/youtube, can't read my email, can't do anything. I'm just waiting for Verizon to lay out the fiber optic cable for FiOS in my area.
But a man can only dream.
anonymous, coz they monitor this
|twc southern california|
Using the twc internet app (both from ipad and a roku device) to watch tv works better (but not great) than twc analog tv, and better than every twc supplied digital cable box i have used. so, twc, you can feed a digital tv stream to an app, but you cant do the same thing to a dedicated tv cable box? figure it out, or stop selling digital boxes, and use only your app, and buy all customers
a roku or an ipad. we all know your digital tv signal is just the internet, except you send the tcp/ip packets over a private network rather than vanilla internet network. but, then, if you just gave your customers internet tv, you couldnt charge ignorant customers twice for the same exact service, could you?
AT MUCH BETTER
CANT WAIT TILL IT'S AVAILIBLE.
|Get the Mohu Ultimate Leaf Antenna and tell TWC to stick it. We did and never looked back. Yes, you get fewer channels but they are "free"...no more cable bills, no more problems with customer service...it is SO worth it!!! Just do it and learn to live with less. Sometimes LESS is MORE because you won't ever have to deal with the rudeness of customer service again. You won't EVER get a hiked up unfair BILL ever again. Just DO IT!!!! |