I just spent 1.5 hours talking to various Indians at a T-W customer center, was disconnected twice, talked to a supervisor that was clueless… generally I’m a very frustrated customer that will be moving to DISH as soon as possible.
T-W Cable customer service is beyond horrible. They really have no regard for customers. This one is leaving.
It is good and bad I am not the only one disgusted with the customer service of Time Warner Cable. Something should be done about it! CSRs tell you they are noting the account and the next time you call the next CSR does not see those notes….they tell you anything…they do not listen they do not show up on time and then they do not communicate the proper information to the technicians. I have been waiting for weeks for a simple transfer of service and take advantage of a promotion that was offered to me, in which has made things even more complicated because the tech that finally arrived an hour ago wanted money and then did not transfer service although I have my equipment regardless if a upgrade was done or not. It has been hell and I am tired of hearing the apologies I only want results. For a company that deals in technology they have no clue as to how to take advantage of it and make it work for them. There database is outdated and they need to step it up because I am shopping for a new provider as of today. This is ridiculous.
I was ATT customer for last 12 years, last week I switched to T/W, simply they promised higher download speed and better pricing. until today I download speed does not go beyond 3.2 Mbps, but I ordered 10 Mbps circuit, they blamed me my brand new Linksys E2500 router, then yesterday I bought a new Netgear N600, no improvement at all.
I even tried with pc directly connected to modem same result. I end up spending hours in telephone so called “tech support”. not to mention their digital phone service half the time othe party can not hear us.
” If you plan to switch to T/W cable thing again”
Had service for a year and a half, no problems. I moved from a bottom floor apartment to a top, and it started then.
I told them I would self install. Rep explains they may have to send another mode, I tell him the current one is working because I installed it and I am talking to him on the phone with it. He says “No problem, after a year, you own the modem” That didn’t seem right, since I was paying a lease on the modem, but whatever, internet was working.
2 days later, new modem shows up, old one still works.
2 weeks later, old one craps out. Call support, new one not working either. They said they “provisioned the new modem, take the old one off”. I asked why the modem I owned that was working stopped, they informed me I did not own the modem. Tech came out 2 days later (Called at 11:45 to apologize for being late to a 11:00 appointment, wasted my lunch hour and a actual hour of work on a tuesday) and replaced NEW modem, working for now.
Got the monthly bill, one for upstairs, one for downstairs. Called, was told “We will fix this, sorry, you should only have one line”. Ya think??!?!?!
Next bill shows up, double billed again. Called and cancelled. Was told on the phone “WE WILL FIX THIS ISSUE WITH DOUBLE BILLING, PAY THE $83.04 FOR SERVICES SO FAR AND WE’LL CANCEL AT END OF MONTH, SEND YOU A $0 BILL, THEY YOU RETURN OUR EQUIPMENT.”
I recieve a $20.60 modem charge for the OLD modem, and a charge for ANOTHER month (When it should be cancelled) because, according to this rep, “You have to turn in the equipment to cancel service, OTHERWISE WE BILL YOU ANOTHER MONTH.” So even if you have the service off, replaced with Goggle Fiber like I did already, you WILL be charged for another month if your modem is kept a single minute past some arbitrary end of the month (The 27th here).
I cannot return the equipment on a sunday. I called to tell the rep I will take ANOTHER lunch hour to turn in their equipment, they indicated it may be too late to refund the final month. It’s not even the next month, and I am paying for it 4 days before this one is over.
If you call customer service, RECORD THEIR LIES
If you cancel, you had better get that old modem to a service center (nearest one, 18 miles) before the last 2 weeks of the month
If you call their call center, expect no talent baby mommas with no dad to try and grunt their version of “engliss” at you, and to say whatever they can to get you off the phone.
If you use their service, just go buy lube for you and your wallet, and expect loopholes that will charge you at every opportunity.
Monroe,NC took them 18 months to find why my Vonage voip was not working well. Blamed vonage every time when it affected my pc and android stuff. Now its happening again. Ubee phone /modem/wireless router is a piece of crap.it cannot be set to pass routing and wireless to my cisco router. $ 114 a month for 50/5 service that drops out 5 0r 10 times a day. Even Frontier cant be this bad.