Why I Hate Time-Warner Cable

What division are you in?

Cathy's frustrations here are not uncommon. I do however have a huge problem with their cable service orlack thereof should I say. Also, the Road Runner service is not what it should be. But...I know what the problem is. Finally after two years of complaints and being told it is my problem, my equipment or any array of excuses. One of their technicians sympathized and showed us that we are not getting the signals we have paid over $100 a month for. We don't even get channels we should and those we get, many times are so unclear you might as well watch through a fishtank. Alas, our joy after finding out that lines run for miles are so old that us receiving good signals is laughable, Time Warner's line people left a nice note to call and yes, wait another 4 hours (with all of my spare time) for them to come and find the and I quote from their note "Time Warner... determined... equipment located in residence is not operating properly" and that they "have 2 replace spanned cable thats bad". So again, it falls back on inside and they have no intention of making sure that their service is good leading up to that point. I also was told once that getting digital phone is an option for us but "because our lines were not replaced yet" we could not transfer our current number until that service is available in our area. Well, at least they were honest about that anyway - why not, they are getting paid $100+ a month for service that we are not getting even half of most of the time. After reading Cathy's note about the digital phone problems, you can probably bet that even if they ever did replace the cables and upgrade, I wouldn't try it - unless of course they want to give it to me for free to make up for at least the last 2 years of poor service with the reception, the Road Runner and the less than helpful customer service team.

let me offer this explanation: time warner has entered a new business and they do not have any idea what it requires.

they were an entertainment company. they published magazines. people came to news stands or sent in checks and got subscribed. very open loop.

they made movies. they put them in theaters. people came, paid money and sat and watched. open loop.

the only feedback was: disappearing customers = low profits = try something else.

when they got into telecommunications, they brought all their old baggage and no vision. Mother Bell used to have an "uptime" or "availability" spec on the Dial Tone: unavailable NO MORE than about two MINUTES in TWENTY YEARS.

that was in the 50s and 60s and maybe 70s.

we want and expect and dream of the same levels of service for our internet and cable tv connections, but TWC has no clue. it's obvious that they don't have adequate backup, fault-tolerant, redundant and battery-backed-up systems, compared to what they should if they were REALLY "in this business."

they're just playing, and we have to wait until either they get serious, figure out what their customers want and need, or we get some government agency to whack them upside the head with the proverbial 2x4!

if they can't hit a four-hour window, there's no downside to them at all.

think about it. why should they even try?

with oligopolistic or monopolistic franchising in most areas, there's no reason for them to be good.

True to this post's promise, that video made me cry.

I wish TWC would fall into an abyss and leave this earth forever! If you are in Texas call Barry Rosenblum (VP of Texas) at (212)598-7389. The repair man was going to show up today between 8:00 am and 5:00 pm (nevermind the fact that we WORK)...they were going to call me 30 minutes prior to arrival. THEY NEVER SHOWED UP AND CANCELLED THE APPT. BECAUSE I WAS NOT HOME. I have been on hold for 45 minutes and counting...Yes, I have entered my phone twice!! ARGH!!!!!!

If anyone who has problems with their Cable Company and getting no were ask for a Manager! Demand that you must have a 6-9pm appointment, you the Cable customer are alway's Number One. If you have repeat problems with your service ask questions. Ask the Cable tech if the Cable in my home or the point of entry to my home is good. Sometimes the problem could be at the Tap or in the wall or in the apartment. Many customers have their own contractors install calbe in the wall's but then you wonder if this is the right equipment? You the Customer have the right to get the name of the customer service person,ask for an appointment that is right for you. Make sure you have access to the roof or basemaent so the technician can check the equipment. If more work is needed from the company the service tech will place the job to Plant Dept so they can follow up on the problem. Some cable problem are easy some are not. Plant tech's do need access to your home. Remember you can alway's contact the Time Warner main office and write them a letter. I have deal with many Cable customers and they are like family. I love going the exra mile for my customers and I want them to be happy. If you are planning to to install Cable in the wall's and the contractor is confused. Call Your Cable company and ask for a Foreman Servey. A forman can give advice to you contractor. Remember don't use Radio Shack equipment in you apartment..Why? because their Cables or splitters are not able to handle our signals. Our Cable and splitters we use is made to handle Digital service and you don't have to worry about FR Leakage. Happy Surfing.

If anyone is planning to Purchase an HDTV set, do your homework. Or you can go to WWW.Cnet.com and this web site has all the infomation about HDTV'S and much more. The People at CNET work hard and test the latest equipment on the Market so you can save money. For those who unplug their power to the Cable Modems and Converters..don't Don't unplug your cable equipment..you don't want to be on the phone with the Cable company to update my converter. leave the power pluged in..the only time you unplug the power source if you are going away on vacation. Remember it's alway's good to reboot your Cable Modem and router..just unplug the power...wait.and plug the Modem back in..this will keep the Modem up to date and the computer as well..If your Computer is running slow..check your cookies..too many cookies can slow up the computer..or do a Speed Test to check the speed on the Modem..www. Speedtest.com. If you want to know how to remove cookies..Call tech support..Take care everyone..

Most cable and phone companies do use millions of dollars worth of routing and communications technology. It's not going to stop a service technician from getting hung up on another job for longer than expected. Reconnects that turn into full installs when it turns out a previous tenant ripped all of the wiring out of the walls, or the previous owner wired a house up with junky store bought materials. Would you rather that they promised you an exact time and then didn't make it? Or would you prefer that they hired a few hundred extra techs to sit idle waiting for their one or two appointments a day? All paid for by you, of course.

Hey Cathy, Guess what?? This is not russia!!! This is a free country and if you dont like time warner than take the hour that it took to write this blog and call verizon. Or better yet call the dish company and talk to them!! Then you can write another blog about the dish companys service (bad reception,high cost of install, contracts you have to sign ,blah,blah,blah). Just wait how happy you will be when not only do you have to wait the four hours for somebody to show up but then you have to pay them for that service call. HAHAHAHA

Guess what happen to my friends cable service. Yes he has a Dish TV service and it was installed two months ago. He called me to find out what blew out his dish cable box and tv. After doing some looking around, i notice the Dish on the roof didn't have a ground wire installed from the Dish to a water line or a grounding rod. I told James to call Dish TV and let them know what happen. Next day James called me and I had to do all the talking. The Dish Tech said, that is not the problem..I said so what is the problem..The Tech said..ugh..let me think...10 miutes he said..let me call my office and let them know that the installer didn't install a ground splice and wire from the Dish to the water pipe to make a good ground. If my friend didn't call me,his Dish company would have charge him $200.00 and who know's what. Yes the company had to purchase a new 50 inch HDTV..And with FIOS, my aunt has it in Westchester and put it this way..she is kind of upset..the internet keeps going down,her speed is the same speed as Cablevision and Time Warner. She called Tech support and I didn't know that Verizon has their calls transferd to India and some parts of South America for spanish speaking customers. Please note..don't give anyone you're personal information to them if you have Verizon Internet. They ask my aunt to access her computer so they can look in her files to check the Verizon Modem. I said no! Nothing wrong with the Computer,it was Verizon's problem with the FIBER from their office. 6 hours to install FIOS, my aunt flip out when she seen the Battery pack and power pack, she thought it was ADT alarm service. Remember ask questions when FIOS comes into your home. Want to e-amil me it's www.SammyTheCableGuy@aol.com

Thats real bright pull a shotgun...this site is full of idiots. Get a life people. Have nothing else better to do then sit on your butts and complain. Do something!

More than likely you'll find the same service issues elsewhere and there will all be people who had good and bad experiences. Your best bet is to get off the darn computer, stop watching the TV, get off the phone, and play with you kids, or do something meaningful with your life instead of complaining.

We used a low quality phone from Time-Warner for a while, the problem was the we have to reconnect again and again because the other end not hear well.We asked for them to come to fix but there is nothing improved. Now we disconnect the telephone and cable TV ,returned the box since February o8, till now they still billing us ,when we talk with the customer service, they say passed us to many persons and have to re-report them again what went wrong and nothing have done of what they say. Instead 2-3 days latter they call us, we thought they were going to say what's the progress of solution, NONE, they call and asked if we want to come back to use their service again they will give us a special price, we said no, and they keep calling to offer many times, 3 months passed they still keep billing us and nobody come to do what they said. AT&T San Antonio, Do you make Time-Warner desperate like this? Time-Warner try to keep their old customer(by cheating)real hard.Time Warner's Management , please check very well if the sales report if fake?

It's frustrating having to wait for a serviceman. I had a similar problem when I brought my car in for repair work; I had to wait 4 days longer than was promised by the mechanic. And just last week, when I had my doctor's appointment, they kept me waiting in the witing room for 20 min before my scheduled appointment.

Does the world not run on time? Do we all not have schedules for a reason? My day is scheduled around work and other responsibilites so as to maximize my free town for my own pleasure. Waiting for a technician to come during business hours throws off my schedule; I would much prefer his time be relegated to conform to my schedule.

I too have many issues with Time Warner. I have phone, cable and internet service and NONE work properly. I am on my 4th cable box in a month... my phone connection is full of static (which wasn't the case with Verizon) and my internet service isn't nearly as fast as they claim (when it's working). Now, I have read some of the other comments and I would like to ask MeYou what exactly we should do?? You say do something instead of complaining but what? There is no other cable option, and I live in an area that does not offer DSL and Dish isn't an option because I live in a heavily wooded area and cannot get a signal. And Marty (who obviously works for the cable company) what you said is true.. however in the age of cell phones why can't dispatch call customers with updates so they can have shorter windows? Hiring a couple of extra dispatchers would be worth the money. And as my husband just said.... if they had a quality product, they wouldn't have so many service calls. And finally Jim... guess what, when it comes to cable, electric and phone companies... this is russia! Many areas have no choice.

I am convinced that Time Warner cable has entered a new level New Speak lever of customer service on the phone. there is a lot of "I understand sir" "that must be frustrating sir", etc. But it seems that the level of technology has now moved beyoung TWC ability to control and service it. My cable has worked intermittently for a year. numerous phone calls and house calls have netted me "you need a new box, you need two new boxes, you need new living room wiring, you need new apt. wiring, you have the wrong wiring, i can't do the rewiring, i have to go to another appt now, no we can only come next saturday, no a forman is not available." from what i understand the only worse run company than TWC is comcast. and i actually used to own stock in both. just shoot me....

I'm currently having difficulty resolving my issue with Time Warner Reps getting nowhere and now searching for the email address for the Office of President. They (reps) advised me there is no email address....this is hard to believe and I feel like I'm getting the run around....could anyone provide me with this email address?

I work for TWC, and trust me. they don't care about customer service. They only focus about enroll as many customer as possible. This is starting from the top down. A service of moron. Do not buy TWC stock or stay from their service all together.

CABLE CABLE CABLE
Why don't people realize the secret the cable company has been trying to keep from getting out.

You don't have to purchase cable or satellite TV (unless you watch alot of sports). Get a membership from an Internet TV site like www.Utilix-co.com

You pay a small one-time charge (about $50 or $60) then they will give you access to on online TV guide. Save the TV guide as your homepage.

Next, connect your PC to your TV - there are connection kits you can also get for cheap.

Your PC should be used only for the TV you want to watch. You only need a Pent III or higher so get real cheap Pent III or other refurbished PCs. You will be able to watch 100s of channels for FREE. No monthly charge. The system is not perfect (like driving a stick shift instead of an automatic). Its 100% legal because the broadcast comes from the original site. Say goodbye to the cable guy.

I pay $53 plus taxes and fees each month for Time Warner STANDARD -- not even digital -- services. Last year when SNL was doing those great political openings, they got in a dispute with the local Austin NBC affiliate and stopped carrying NBC for many weeks! They quietly stopped carrying PBS-2 so i don't get to see my gardening shows any longer, and then this week they stopped having TV Guide Channel. Instead they have a message that says we can see listings on the Internet! Since I only watch TV in the bedroom at night before I go to bed, this means I have to get up and go into the office and over the the TV Guide Website to see what is on now. This weekend I will be looking into options to hook my TV to the Internet for news and other shows, and I will be increasing Netflix movies. Netflix understands what the customer needs and is the most reliable company, and much more affordable than Time-Warner. ALL movies whenever you want them for a flat price each month. Hello Time Warner Cable....are you listening?

I work in customer service for TWC and have to say that anyone who gets their digital phone service needs their heads examine. The service is unrealiable. Half of the 40 calls i take on my shift are for no dialtones, not to mention the "I can hear them but they can't hear me" fiascos.

TWC Road Runner service come in four speeds: 764K, 1.5 mb, 7 mb and Turbo which is 15 mb. You're lucky if you get half the speed you're paying for from any of the four. And RR drops more connections than a butter fingered NFL receiver.

As for TWC cable converters...most are junk. They refreeze, pixilate, lose data, reboot themselves, etc.

The billing is so complicated that no one really understands it. Kinda hard for a Rep to explain a billing problem to an irate customer if he/she themselves don't know what the hell is going on.

Eighty percent of the supervisors are worthless. But you can't blame them when higher ups constantly changes the way the job is to be done. Reps with over a decade of experience with TW
still have to ask questions everyday.

Can Time Warner get any worse? I decided, against my better judgement and warnings from other clients, to go for TW's triple play. I was trying to save money in this tight economy. I booked a time from 10 am - 12 for them to install the phone service today. At 11:20 am I called Time Warner and they confirmed the service guy would be there by 12:00 pm or he would call me. Of course, he didn't come and didn't bother to call me to let me know he was running late. At 12:00 I called Time Warner to ask what the status was. They stated they had to "email" the service person and would call me back. Note: they didn't call him on his cell phone - that would be too efficient. At 12:30 pm I still had not heard back from customer service at Time Warner. I called and said I need to reschedule for Monday. The customer service person wasn't sure if they could do Monday - they would "call me back". I received a call stating they could come from 12 - 6 on Monday. 6 hours timeframe! And, I can't do it until 6 pm! Can you believe this? TO TOP IT OFF - I NOW HAVE NO PHONE SERVICE! I am so sorry I made this decision.

I have Time Warner Cable and they are the only option where I live besides dish and my HOA will not allow me to have a dish in my yard or on my house. I HATE TWC!!!! Worst product with even more horrible service. They flat out do not care about you or anything other than getting their money. If I were a billionaire I'd buy them out and sell their customers to SBC.

Internet Tv gives you great options. VoiP, Internet & Internet Tv all for less than $40 per month.

Its not perfect but it is very inexpensive. Why pay $110 + per month.

I have Utilix-co.com w/Graboid movie package. So, I can get basic Tv and locals through a free Tv guide and can legally watch over 100,000 movies and pay-per-views on my regular Tv. Cable Tv is DEAD....

I have had Time Warner Cable since the end of January and have had the most horrible service I think I could ever have. I have had to take my cable boxes back to the local office multiple times and have had 2 service calls to my residence. Everytime I take my boxes back, my cable works fine for about 2 weeks, but shortly later I start missing channels. After each service call I have been told that my cable lines are fine and that it is the box. I can not understand why it has to come to me writing this letter to get some help on this matter. Not only do I feel like I'm already paying too much for service, I'm not happy at all with the service I'm paying for. The only reason I stay with Time Warner is because they are the only service provider that services my town home. I feel that I have been treated unfairly and I don't plan on stopping my complaints until something has been done to repair my service COMPLETELY! I will post this message on every blog, website, customer review site that I can find.