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Time Warner Cable Corporate Office

Time Warner Cable Corporate Office Address

Time Warner Cable Inc.
60 Columbus Circle
New York, NY 10023

Contact Time Warner Cable

Phone Number: (212) 364-8200
Fax Number: (203) 328-0604
Website: http://www.timewarnercable.com
Email: Email Time Warner Cable

Executives

CEO: Glenn A. Britt
CFO: Irene M. Esteves
COO: Robert D. Marcus

Time Warner Cable History

Time Warner Cable was formed in 1989 when Warner Cable and the American Television and Communication Corporation (owned by Time Inc) merged.

In 1995, the company launched the Southern Tier Online Community which is today known as Roadrunner High Speed Online.  Paragon Cable was also acquired in ’95.

In 2006, they company acquired Adelphia.

In 2009, Time Warner spun off Time Warner Cable (TWC) as an independent company.

In 2011, the company acquired Insight Communications.

Time Warner Cable currently operates in 28 states and has over 15 million subscribers.

{ 214 comments… read them below or add one }

Anaalicia K August 28, 2014 at 8:47 pm

I have been on the phone waiting for an agent to answer the phone since 6:05pm. And when one finally did she got an attitude with me. Then transfered me back into que. I am extremely upset. I have been a customer for almost 3 years and late once. The customer service I received was horrible. I will be so glad when I move into my home so I can At&t U-verse!

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Luis August 28, 2014 at 5:58 pm

JUST WANT TO EXPRESS OF HOW DISSAPOINTED I AM WITH TWC. I SIGNED UP FOR INTERNET SERVICES WITH THE PROMOTION OF THE $100 GIFT CARD, NEVER RECEIVED THAT. FEW MONTH LATER, WHEN THE UPTO $200 PROMOTION FOR TV SERVICES STARTED AIRING, I SIGNED UP FOR 3 BUNDLES IN ORDER TO QUALIFY, SO THERE WAS $300 DUE MY WAY. I NEVER PAID MY BILL LATE AND WHEN IT COMES TIME TO RECEIVE MY CARDS, I CALL TO CHECK THE STATUS AND I GET TOLD THAT I DO NOT QUALIFY CAUSE I MOVED, AND I PAID LATE. SO PRETTY MUCH I HAD TO BE FORCED TO STAY AT SAME ADDRESS IN ORDER TO QUALIFY SO BY ME MOVING, THAT WAS IT. KEEP IN MIND I DIDNT HAVE A CONTRACT (NOT THAT IT MATTERS). I CALLED CUSTOMER SERVICE, THEY DIDNT NOT TRY TO HELP THE SITUATION AND GOT ESCALATED TO MANAGER ON DUTY (SO THEY SAY), HE WAS A RETARD AND DIDNT KNOW WHAT HE WAS TALKING ABOUT YET ALONE DECIDED TO ARGUE WITH ME PAINTING THE PICTURE THAT I WAS CRAZY, I DIDNT KNOW WHAT I WAS TALKING ABOUT AND BEST OF ALL HE SAID I WAS DILUTIONAL. I REQUESTED TO SPEAK TO NEXT MANAGEMENT LEVEL HIGHER THAN THAT SO CALLED MANAGER, HE GOT MY NAME AND SUBMITTED MY INFO IN FOR THE NEXT AVAILABLE SUPERVISOR. MINUTES PASSED BY AND I GET A CALL FROM A HAWAII CALLING CENTER CLAIMING TO BE A SUPERVISOR OF SOME SORT. I EXPLAINED TO HER MY SITUATION AND YET STILL I DONT GET NOWHERE WITH HER. SHE WAS ABLE TO CONFIRM MY REGISTRATION FOR THE GIFT CARDS AND COMES BACK TO SAY THAT THE PROMOTION WAS FOR $50. UNLESS IM BLIND AND CANT READ OR HEAR THE COMMERCIAL ON T.V THEY ARE ADVERTISING, I MUST BE DUMB. AGAIN, NOTHING WAS DONE TO VERIFY AND ACKNOWLEDGE THE FACT THAT I WAS ENTITLED TO $300 IN GIFT CARD PROMOTIONS. WHEN I SIGNED UP, I CLEARLY STATED MY PURPOSE YET TO NO EVAIL , I DO WHAT THEY ASKED, KEPT MY ACCOUNT IN GOOD STANDING, AND YET THEY SEEM TO LOOK THE OTHER WAY. LOOKS LIKE IM GOING BACK TO ATT U-VERSE AND DIRECT TV. THESE MORONS LOST MY BUSINESS AND RESPECT AND A VALUED CUSTOMER THAT WAS GLADLY PAYING $140 X MONTH, YEA I KNOW, ITS CHUMP CHANGE COMPARED TO THE MONOPOLY COMPANY THAT IT IS WITH ITS BILLIONS OF DOLLARS. AT LEAST WITH ATT & DIRECT TV, THEY DONT GIVE ME HEADACHES LIKE THIS, THEIR RETENTION DEPT TRIED TO KEEP ME AND OFFER ME DISCOUNTS AFTER DISCOUNTS AFTER DISCOUNT, YET I DECIDED TO LEAVE FOR THIS LACK OF CUSTOMER SERVICE UN-TRANSPARENT COMPANY.

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r.bennett August 27, 2014 at 1:59 pm

Trying to work with Time-Warner Cable has been one of the worst experiences I’ve ever had with any company. Yesterday, I had an appointment with TWC and they didn’t even bother to show up. I called to complain and was told a technician would come out between the hours of 6pm and 7pm. I finally got a call from the technician saying that they don’t work those hours for installation. So, two appointments in one day, just blown off. I called to complain, and the first technician defended himself by saying he was waiting in front of my house. A complete fabrication because I had taken the whole morning off to wait for the technician. Either TWC has some arcane, twisted sense of humor and likes to do this to prospective customers, or the culture within TWC is a truly nasty one. The executive customer service number is just a ruse, because it is constantly busy. TWC is an offense to any form of decency and good faith. R.Bennett

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Dan Dolski August 23, 2014 at 1:03 pm

I have been calling TWC on a weekly basis. When I change channels the screen turns blue
No start over
Error 105
I am tired of calling.
Please help.
Dan Dolski
*** Leader Dr
Chardon OH 4402
440/279/****. 440/635/****

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Kenny Yu August 21, 2014 at 8:16 am

4 consecutive days with no cable, internet or phone. This is ridiculous. To top it off, they lie about it. They leave a voicemail and tell me the area outage has been repaired, but then tell my fiancee that it is not. I know several people that live in my area that have no problem at all. Additionally, my neighbor in the next unit from me has service. How can there be an area outage if all these people surrounding me has service? Not only am I outraged with the time it is taking to fix the issue, but I feel extremely disrespected at the level of customer service and care I have been receiving.

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Rob Gaiser August 20, 2014 at 10:06 pm

Come on folks take it from someone who knows business. YOU don’t. Get someone at the helm that knows what the hell they’re doing before you lose thousands of customers. I’m ready to leave and when I do I promise I’ll take over 100 with me. I am tired of being disconnected from my e-mail, if I had the power to to frustrate the SHIT out of you like you have me, trust me I WOULD.

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Dennis Grochowski August 19, 2014 at 5:57 pm

Well here we sit waiting again, the fact that we have been waiting for a year for Warner Cable to settle a bill, not one we owe but one that Time Warner has owed for a year. We have been lied to, kept waiting, told we were a “top Priority”, which is a really big lie. The Time Warner installer broke my computer screen and we were told “go get it fixed and send us the bill” but apparently everyone there is taught to lie and not be honest. We have probably talked to over 30 employees, on-line, on the phone, and even in the store and still nothing is done. We thought after contacting the Robert Marcus office something would surely be done, Dennis had been a good customer to Warner Cable for many, many years but that doesn’t seem to matter when Warner owes money. We are on a fixed income, Dennis is in stage 4 Lung Cancer patient, and here we sit waiting for someone named John, who as a representative of Time Warner was suppose to be here an hour ago, to recheck our receipt for the repair of the computer. He must have gotten lost, or perhaps this is the way Time Warner conducts business. Dennis Grochowski and Diana E. Cleveland

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Kaley August 18, 2014 at 10:12 pm

I am EXTREMELY UPSET with TWC!!! I am a new customer, and whenever I called to set up my cable the woman told me there would be NO Installation fee, and NOTHING due at installation. She told me my first bill of 150 dollars would be due 45 days after installation. I even asked her several times if that was correct and she said YES! A few weeks later we get a bill in the mail that was more than 150 and less than 45 days from installation like the woman told us. I called to figure out the problem..I was told she was wrong and the only thing I could do is make an extension on my payment. EVEN THOUGH the woman is the one who is in the wrong NOT me. THEN I get another call saying my bill is $300 past due!!!! WHAT?!?! I AGAIN called and was put on hold MANY times and was told that because of my troubles that part of that bill would be taken care of and the rest would be due at the beginning of next month. Ok that was okay with me. (At least they were trying to help) BUT a week later I was trying to order a movie and it wouldn’t let me! I called technical support and the woman tells me it’s because I have an overdue bill!!! She explains that the man NEVER took care of it, like he said he would!! She told me someone from billing would call me the following day, and NO ONE did!! So I called AGAIN. I was put on hold for THIRTY MINUTES. I got transferred AT LEAST five times to the WRONG department. When I finally get ahold of a supervisor, she tells me there is NOTHING y’all can do for me and I would have to pay the $300 that y’all charged me. I AM FURIOUS! As I go on to tell her how ridiculous that is she tells me that I should speak to a billing supervisor…….THATS WHO I THOUGHT YOU WERE!!!! WHO WAS I WAITING FOR THIS WHOLE TIME!!! you guys seriously need to fix your company’s communication errors. Y’all are HORRIBLE at relaying messages and getting me to the RIGHT person who UNDERSTANDS my situation!! Instead of me having to explain everything over again 10 times!!! I am on the verge of canceling my account and telling EVERYONE I know to NEVER use TWC. I will try ONE LAST time tomorrow to talk to a knowledgable person on your staff!

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James Dunkle August 16, 2014 at 1:44 am

Subject: SEC Network
Location: Camarillo, CA
SEC Network start-up was Aug 14 at 3:00 PM PST. It was not available as scheduled. It is still not available. I can’t find anybody at either the local TWC office or the national customer service center who can tell me what the problem is nor when it will be fixed. I find this to be beyond my ability to comprehend. We can send a man to the moon and return him safely to earth, but TWC can’t answer a simple customer service question. Pitiful!

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arlene Figueroa August 15, 2014 at 12:11 am

I am a new customer of Time Warner. I signed up in March of 2014. I am new to the area and decided to sign up with time warner because of their promotional Offer.
I was told that I would receive a gift card during their promotional period. I was told I would receive the card after 3 months of Service. After the three months I called to inquire about this and was told I needed to wait for 2 more weeks which I did and again no gift card. Again I called and was told it would receive a call within 3 days again no call back. To date I have called an excess of 4 times to try to resolve this problem to no avail. Today I received my bill and decided to call again. And not to my surprise there is still no resolution. Again I was told
I have to wait 3 more days. Poor customer service. In my opinion If time warner is not going to back up their promotional deals then they should not use it as an advertising tool.
Needles to say I am extremely disappointed in the manner in which this was handled.I am hoping someone can finally resolve this problem.

Truly Disappointed

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Terrell Robinson August 11, 2014 at 11:20 pm

Ordered TWC internet device 3 weeks ago, was charged $64,98. Technician was unable to install the service. Call Customer Service and cancelled service, was told my refund would take 3-4 days. Call Customer again was told would have refund in 2 days. Called Customer Service again. I’m now being told it could take up to 4-6 weeks to get my refund. NEVER PAY UPFRONT. There Customer service department is the worse, they have no idea what they are doing.

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Dick Valliere August 9, 2014 at 2:09 am

I had a problem with my tv reception. On my first call I ended up with Eliot Legaspi who attempted to fix my problem remotely. When he couldn’t fix it, he promised to call back the next day between 2 and 3 o’clock. He called promptly at 5 after 2 and spent a half hour working on my problem and fixed it. He also promised to call back between 5 and 530 that evening to help lower my bill, which he did, also on time. Your company should be proud to have him as an employee who deals with the public. He was courteous and patient and professional

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Dan Wilson August 7, 2014 at 7:56 pm

I am being charged $66 a month for 15mbps. Whaaaaaa….? But no one could explain to me why I’m being charged so much for such low speed. When I asked to be transfered to a manager he couldn’t answer that question. He said he wasn’t near his desk so he couldn’t help me and that the representative shouldve answered any of my questions. I replied that’s why I asked for a manager. I call the automated service and select the option to cancel my service and it sends me to the billing department. And when asked to cancel service the representative said she will transfer me but then I get disconnected. Call back to cancel again sends me to billing and then disconnected after told I’d be transfered. Also had a $4.99 upgrade charge but couldn’t tell me want the upgrade was. Sounds like the CEO is trying to squeeze a extra out of their customers before going under. Go bankrupt already your company has bad service and high rates. How do I cancel my service…? Greedy bastards

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Greg August 7, 2014 at 12:36 am

My next phone call to TWC will be for them to get their equipment out of my house.

Promises not kept. Misleading sales ASSociates. No Customer service.

I do not deal with Thieves. Bill Cower should be ashamed to lend his face time with TWC,

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B Ammon August 6, 2014 at 6:42 pm

Your company is the one we love to hate! Service, within 24hrs, your latest television promo says. Then perform as promised!

I live in a building of senior citizens. We rely on your phone service for emergency “911″ calls. Perhaps a lawsuit when someone picks up their phone, no dial tone and dies, would get your attention!

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Hugh Mercer August 5, 2014 at 1:53 pm

Your service is terrible! Call always get Asia, Can not understand them, will not hook you back to someone in USA.
Can not get service contract we were sold, with $300.00 credit card after 90 days.

I will write B.B.B. and TV stations regarding this problem.

Hugh B. Mercer
Pinehurst, NC

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Ivan Puebla August 4, 2014 at 11:47 pm

Your service is terrible. I called 5 times, trying to talk to someone in customer service. A combined of 45 minutes and no one ever answer. Very frustrating.

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Kalowa August 4, 2014 at 10:28 pm

I tried to be nice but I’m so over time Warner cable they don’t care about their customers at all how do you mess up someone’s bank account and then make them do all the work to fix it??? So I’m so over this stupid company I want my bank account fixed now

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Susan July 28, 2014 at 5:00 pm

Still waiting to get the money deposited in my account that TWC owes me – they have lied and lied said they were processing my money and now 2 weeks. WARNING do not sign up with TWC. Most horrible company with horrible customer service, They are rude and lie…………………………Where is my money you owe me?????????????????????????????????????????????????? Charging me for phone service I had disconnected in April – here it is the end of July.

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christina carroll July 28, 2014 at 4:10 pm

I cannot find a direct email or physical address so I must leave my comment on here. I live 8 miles from Kinston, OH; 8 miles from Circleville, OH; and 5 miles from Tarlton, OH. Still I am unable to have adequate internet. I have to have Direct TV which isn’t bad. I have to have satellite internet which is HORRIBLE or frontier internet through a phone line. It is not much better then dial up. I have both currently and between the two I get decent internet sometimes. I am wondering why in the year 2014 I can’t get better service in a rural area. I don’t live in the country. I’m only a mile from our elementary school and I live right on the main state route. Is there any hope of getting Time Warner in our area?

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James McLean July 26, 2014 at 11:52 pm

Here is the text of a complaint sent to Time Warner in Queens and hand delivered to the Columbus Circle address of their CEO on roughly 7/10/14.

They do not even have the decency to get back to you!!!!!!!!!!!!!!!!!!!!!!!!

Time Warner Cable is morally bankrupt as a company.

Dear Mr. Marcus:
We have been customers of Time Warner Cable for over seventeen years at the above address? Throughout the Spring of 2014 we have had our internet service dropping in and out and a broken up television picture. In mid-May we called for a service appointment for the internet but could not get a service call for over two weeks later on Sunday May 25 — Memorial Day Weekend. James took it upon himself to go to the Time Warner store on May 17 at 23rd street to get a new cable modem but the problem persisted. We would call Time Warner day after day to see if there was an outage in our area and to see if we could get a service call sooner but to no avail. On Saturday May 24 James called Time Warner to report the problem was continuing and to confirm the appointment for the following day. On Sunday May 25 at 8:30 in the morning — Memorial Day Weekend — James received an automated call from Time Warner requesting that he confirm the appointment or it would be cancelled. James was in the bathroom and then began cooking breakfast and missed the call. When he noticed the call, he of course returned the phone call. Time Warner said that the work order was cancelled and that nothing could be done. Despite James’s explaining the aforementioned, including his proactive appointment confirmation one day prior, we could not get a service call that day! We had to wait until Wednesday May 28.
In a phone conversation with Time Warner we insisted that we would not be paying the cable/internet bill for three months and put this in writing to an address in Flushing Queens. Needless to say, the phone call and letter did no good.
Our internet and cable were turned off on Tuesday May 8. James called Time Warner and explained why the bill was unpaid but you were not understanding or accommodating. This happened on a cell phone while walking to work. James noticed a check cashing payment store on Lexington Avenue and paid the bill there. Later he called Time Warner and asked that service be restored but he was told that the payment might not be posted for several days. James asked that service be restored and if after a couple of days the payment was not registered, well, you could turn it off again. James explained everything in this letter but it was once again to no avail. The only option according to Time Warner was to fax a copy of the receipt and to call Time Warner back. That was not possible at that time for James.
We cannot describe the sheer aggravation in dealing with Time Warner over this issue. It is min-numbingly angering!
Here is what we want: Four months of no charge for our cable television and internet.
The three days that either both of us, or only one of us, were dealing with this are financially valuable. They are worth more than the monthly charge from Time Warner – a lot more. If we factor in the aggravation, we would be asking for one year free of both TV and internet.
How would you like to be stuck home on Memorial Day Weekend in Manhattan? We could have gone to the beach. James works in a restaurant and could have been earning money. Beach, money, or, stay home for Time Warner? The stress and disappointment of having ruined our Memorial Day Weekend is not acceptable. And you can see our experience with Time Warner only got worse.
Your phone personnel would not even divulge the name and address of Time Warner’s CEO. They cited ‘privacy concerns.’ Outrageous! As if we wanted a home address?
We considered contacting various consumer advocacy groups, and many other options, we’re resourceful, including contacting all of the other tenants in our building and the three adjoining buildings (same real estate co.) and then the entire block but decided on one last effort at organizing since most everyone expresses dissatisfaction with Time Warner.
If we do not get better treatment from Time Warner you can come at our convenience and collect your equipment. We will find other providers. We do not really watch TV that much anyway and have too many useless channels. With that in mind, the way our cable bill has crept up, and up, an up, is very disturbing.
Sincerely,

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Dianne July 26, 2014 at 8:04 pm

I have never written a letter like this before and I usually always try to find positive feedback to start with. So, as a business manager myself, I know everyone makes mistakes. But if you don’t at least have customer service to back you up, you are doomed. Needless to say, I was new to Time Warner, and thought I would try them out. I totally relocated to a new city and knew nothing about them. It has been a total nightmare from the day I tried to order the service, until today, when I finally had someone who would actually cancel it. It took 3 phone calls to just get someone to set up service, another 7 calls to actually get the order and problems corrected (which never were fixed ) and 2 phone calls to just cancel the service. This was just in 22 days time and almost 5 horse total. Absurd! And I know gives a crap about their services and customers, but I just needed to get it off my chest.

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Susan July 25, 2014 at 8:50 pm

TWC should be ashamed of how untrained their staff is, with do not care attitudes and rude. I will not forget you owing me $$$$$$$$ and causing me bounce a check and leaving me with no money. Twelve calls was not enough, calling corporate was not enough………………………………. You TWC should be ashamed, I am also calling date line to air my story – what you have done to me is horrible!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! May Gleen Britt the CEO, be proud of his company and the demons he trained.

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Susan July 25, 2014 at 8:39 pm

From now on I will tell everyone I meet about the the VERY POOR customer service of TWC and the nightmare I experienced. Their customer service is deplorable, they do not care, do not listen and are RUDE!!!!!!!!!!!!!! I spent in one week over 12 hrs on the phone trying to get a simple matter resolved and what I encountered was horrible. I had my phone disconnected this past April and the billing department never placed in the computer that my service has been disconnected. The only service I have now is internet and I will be disconnecting that as well. When I see a TWC Commerical,or anything with TWC I want to throw up. I started receiving very high bills, connection letters and phone calls and realized I was still being charged for my phone. One day I held for 2 hrs being transferred from one person to another and their very untrained CSR could not gasp such a simple problem. Last Friday I called and was told they were refunding me my money and it would be deposited in 3 to 5 business days and the $ never hit causing me to bounce a check and leave me with no money. When I called back I was told the CSR never put through the request to refund my money – so this week I started the phone calls again – making over 20 going through the same story. I now has to wait another 3 to 5 days for the money to hit. I have contacted the Better Business Bureau, TV Station and an attorney. I tell anyone do not sigh up with TWC.. What you put me through is horrible and unforgiveable. I give you an F- in customer service!!!!!!!!!!!!!!!!!! Thanks for putting me through all of this stress for such a simple problem that the first person I spoke to should have solved. TWC does not care for their customers and horrible, horrible Customer Service!!!!!!!!!!!!!!!!!!!!!!!

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Elaine Young July 23, 2014 at 6:47 am

I just spent 2.5 hours getting NO resolution to my problem. Tonight my TWC phone service went out and I made no less than 10 phone calls to TWC customer service in Queens (NYC). I was put on hold, repeatedly disconnected and subjected to having to speak with the customer service department which has been outsourced to the Phillipines. I had to go through the same suggested steps with each c.s. rep, even though I repeatedly told them I had done those steps over and over. That is the problem with outsourcing – although the c.s. reps are nauseatingly polite, they really have NO clue how to address the problem. I was NEVER able to speak to anyone her in the United States and my problem was NEVER resolved. Ultimately I was given an appointment for ONE WEEK from today – that was the EARLIEST that was available. I will be calling tomorrow morning – but not TWC – I will be calling Verizon to make an appointment to get FIOS installed. I have had TWC since it was first available in this area – back in the 80′s. My only reward for this many years of being a loyal customer is a bill that gets more and more expensive while the serve gets worse and worse exponentially. It is time for me to leave TWC and never look back!!

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Lynn Vincent July 16, 2014 at 10:43 pm

Two days ago I switched providers from TWC to Uverse.. Today I received a nailing thanking me for my loyalty and giving me two on demand movie coupons to use with my TWC account. Too little, too late! I considered writing about all the problems I’ve had with your company over the last year or so; however, after reading comments on this website, I see you’ve heard the problems before and obviously never addressed. I would like to clarify that everyone I dealt with over many months was polite and professional sounding. However, nothing would ever really be resolved. I think it is obvious you do not have enough service techs to keep up with all you sell. I tried for over a year to get a DVR box replaces but was given new remotes twice and would have to reboot my cable box a minimum of 2 times a week. I gave you one last chance and when the tech finally brought me a new box, he had the nerve to say this was a brand new box, never been in another customers home, and he had been saving it for a “special customer.” It’s too bad you didn’t think of me that way sooner! The tech couldn’t get the newer format for on-screen information but told me I could reboot the box if it didn’t change later in the day. Last straw! I have spent so many hours on the phone with TWC and rebooting the boxes, I feel like I was working for you, rather than being a values customer paying a high monthly premium for this very poor service. In my career, I was Executive Secretary to the president of a Federated Department store in Columbus. I know what good customer service means and that it takes people who really care about resolving poor service. It is extremely frustrating to call your customer service line and hear recorded messages about how much you care about providing the best service when all your customers seem to know that is far from the truth. I am looking forward to all the extra time I will have now that I won’t be calling you or rebooting your equipment. Lynn Vincent

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Sergio Pires July 15, 2014 at 8:16 pm

TWC customer service is worse that pulling all my teeth out! They cannot do anything right. Service issues???? Call them and they do not speak English most of the time to the level that they can understand my issue. When they say they will make an adjustment or fix something they do not. Then when you spend hours getting to someone and go through the same issue again they have no record of it. I hate calling them. I tried online support and was seriously transfered 8 times. Issue still not fixed. I do not even care to fix my grammar on this msg because I am so disgusted w TWC!

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Elisha T July 13, 2014 at 4:29 pm

for a year and a half ive had nothing but bad service here in ohio with time warner i lost a job NO APOLOGIZE My child busted there face on a wire they left timewarner laying in the yard instead of attached im so upset with time warner over and over techs and never do they tell us the same thing ever lazy and to beat it all I never recieved a im sorry from time warner for the problems they just want money!!

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Ted July 11, 2014 at 12:51 pm

We are a small brokerage firm in lower Manhattan (10004) and once again are a victim of deplorable (NO SERVICE) phone TWC…Our service has been out since 8:57 July 10th. It is now 12:45pm July 11th. Todays “outage” is the latest in a series of outages which date back to the day we made the mistake of “switiching” to Time Warner Business Service. Not only can TWC NOT provided basic phone service to its customers, It also should be noted that TWC lures there customers into the web of deplorable service by the use of false and misleading advertising. In addition, the Tech and Support lines are useless as they are not ansewered and after a wait of an hour or more the Tech people have no knowledge and are completely unhelpful. If such a thing as a public service commission exits anymore, they should take away all of TWC licences immedialtly. Finally, COMCAST should be careful what they wish for!!

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Ted July 11, 2014 at 12:36 pm

We are a small brokerage firm located in lower Manhattan (10004) and a victim of Time Warner Cable “business” phone service. Today, July 11th, we have been without phone service since 8:57pm July 10th. Today’s outage is the most recent in what is a series of complete breakdowns in phone service from a provider of phone services that lures there clients into there network through false and misleading advertising and does not have the capablitilty to deliver even the most basic of services….voice service over the telephone. The phone service in lower Manhattan was restored faster after 9/11 and after Sandy. In addition, the “service and Tech support” lines simply are not answered. Since TWC can not deliver phone service it is understandable that the Tech Support folks would not anserwer there phones. At least TWC is consistent in there inability to deliver phone service and back up tech support. TWC should not be allowed to operate as a provider of any services to the general public. Providing basic phone service and answering a phone call is not putting a man on the moon. …TWC should be ashamed of themselves and the public service commission (if one in fact exists) should strip them of all there licences immediatly. And, finally, the folks at Comcast should take a good hard look at what they are attempting to buy!

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Deidre July 10, 2014 at 7:30 pm

TWC MONOPOLY AND WE THE CONSUMER SUFFERS!
CUSTOMER SERVICES THE WORST I HAVE EVER ENCOUNTERED!
Here’s my tale of WOE:
6/23/14 Put an order in for Triple Play Package. Installation to be 6/30/14
6/26/14 Called to change my order to faster internet, more TV and no phone. New installation date of 7/3/14 between 6-7 pm. I was then told to call another number to cancel the original order, which I immediately did. Why did I have to call and cancel the original order?
7/3/14 At 7:15pm no one had arrived for the installation. I called CUSTOMER SERVICE and that person told me my account was on hold since I owed $139.00. I could pay the amount and a new installation dated would be scheduled. It took me saying this statement a few times before the Rep understood “I can’t owe any monies since I haven’t even received installation or service.” Yes I was put on hold, he came back and agreed. My order was going to be reinstated. The best part is while I’m waiting to get an installation date he’s trying to upsell me on phone service, I can’t even get internet or TV as of this point. I was put on hold again.
When the rep came back to the phone he said the installation would be 7/9/14 and as a special courtesy they would not charge me until the day of installation. I was very displeased with this date and asked if we could try for a sooner date. I was put hold again. He came back with a solution that a special request would be submitted and tomorrow, 4th of July, he would call to confirm. Having my doubts I asked to speak with his supervisor. His response, “Why do you want to talk to him?” This rep’s attitude would be unacceptable at most companies. He accused me of being a dead beat because I owed $139 and now he questions my request to speak with his supervisor? Once again I’m put on hold. The supervisor now comes on line and I repeat what the rep has relayed in regards to my order. The supervisor apologizes for the rep’s attitude and assures me that the special request will be submitted and YES the rep will call me, even on the 4th of July to let me know if a sooner date can be available. This entire call lasted 55 minutes.
7/9/14 I’ve heard nothing from TWC so I put a call into customer service. I told the rep my story, she could not find my order and put me on hold. The rep comes back on line and says I’ve been scheduled for installation on 7/15/14. I ask for a sooner date since I’m now 2 weeks out from my original installation date. She states she will put in a special request and someone will call me tomorrow with confirmation. I state I personally want to follow up on the special request so she agrees to transfer me to that department. My call is dropped in transfer , how convenient.
7/10/14 I receive an email that my order has been cancelled. I once again call customer service and tell my story. The rep is going to transfer my call to the special request department. I state that yesterday my call was dropped I don’t want that to happen again, would she take my phone number in case we get disconnected. She assures me that she will stay on the line until I’m connected to the special request department. The next words I hear are someone in another department but they can’t hear me so they end the call.
I am at the mercy of TWC if I want cable internet. Would I be better off taking a chance with another provider that doesn’t offer cable for internet? Satellite TV has gotten good reviews.

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David Lyman July 10, 2014 at 4:16 pm

After working with Customer Service, and then with a supervisor in billing over a charge dispute, I realized that I had entered fantasy land. The notes these folks read t me had nothing to do with reality.
1. That I had called in to say that the account holder was dead (she was knitting next to me),
2. That I had called to disconnect cable service last month when in fact I had made that call in March, 2013.
3. That in March, 2013 I had agreed to continue a business relationship with the Corporation for publically-transmitted TV (just in case you need our services).
These poor folks are not free to notice the absurdity of these entries into their system. I would warn one and all to steer clear of a business with such craziness.

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Stacey July 9, 2014 at 9:22 pm

Joke. When another carrier is in my area which should be very soon…. I am done FOREVER with these people. Wait, Transfer, Wait, Transfer, Hang up… Oo, right… still no answer. I’m trying to set up a NEW service. You don’t want my money?!

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Jim Lamprecht July 9, 2014 at 1:04 am

It is amazing to read that so many people have had the same problems I have had with TWC which are: very poor customer service, inability to resolve a problem without having your call being transferred at least two or three times, very long waiting time (sometimes up to 30 minutes to try to talk to someone), a clear indication that the left hand does not know what the right hand is doing, inaccurate or wrong bills, cancelled appointments, on and on and on. I am no longer a TWC customer because of many of the same issues mentioned by all of the above comments however my latest issue is with a collecting agency that claims that I owe TWC $62 when I actually never received a bill. The fact that I sent proof of payment seems to be of no consequence to TWC, they don’t care. I found out that many people have similar complaints. The problem is that the collecting agency (credit Management LP–a company with some bad history documented on the Web), will inform your credit agencies even if the information they have is WRONG! I will write to Robert D Marcus but I fear that as one of the previous comments so correctly points out, these problems have been going on for so long (one can read nearly identical horror stories going back at least four years), that one must conclude that this is a corporate culture (endemic) problem. And yet TWC keeps on making money which clearly shows that you do not have to have a good or fair customer service to be successful; as long as TWC can gain 1.1-1.5 customers for each customer lost, they will make money but sooner or later this business model will collapse–the word is getting around.

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Carmen & Kathi July 8, 2014 at 8:04 pm

I and my husband are EXTREMELY upset with your workers/the company contract workers that are placing the underground lines in our neighborhood. We understand you need to place the cables underground, however, your workers left dirt in our drive way, left trash in the yard, and pulled up the landscaping border on the side curb area of our home. The grass they dug up was merely put back in the holes, and it looks horrible, and the grass will only die in that area now.
Your company and the companies you contract these jobs out to need to make it very clear to these employees that they are to treat peoples homes with respect. When they break something, they need to fix it. When They make a mess, make sure sure they clean it all up, not just some of it. Ultimetly the responsability lies with your company, and we expect you to adress your employess and the contracted companies to ensure this does not continue to happen.

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Al Howard July 3, 2014 at 5:19 pm

July 2, 2014
Robert D. Marcus, Chairman – CEO
Time Warner Cable
60 Columbus Circle
New York, NY 10023

Subject: Letter of Complaint

Dear Sir;

This communication may be going into the incorrect cue but I wanted to start at the top as that methodology appears to be most effective.

At the end of this communication I have requested that the appropriate executives, as best as I can determine who they are, be copied.

My mother, Aurora Howard, was a customer of TWC and is over 100 years old. Her telephone number was (919) 453 XXXX.

She received a call two weeks ago from someone, who I imagine is, in collections. This person harassed her for 30 minutes until she gave them her bank account debit card information. My mother is also hard of hearing and may be incoherent at times. Your representative told her that they would be taking $120 (?) out of her account for payments that are overdue. She called me when I came home from work and she was crying as she was so confused and concerned as the representative was so abrasive and persistent.

I subsequently called TWC support and spent about 35 minutes on the phone with your staff in two different departments. My issue is that in the past 6 or so months the bill has gone from $124 to $128 to $133. I personally was not aware of the latest change even though I had requested all billing communications to be sent to me at the above address. I pay all bills via direct payment from our bank account.

I have gone through these continual changes with TWC over and over again. It has become more than I can handle at age seventy-eight so I know my mother cannot handle it at over one hundred.

Your sales staff told me they have made some changes to the account and they are going to send me an invoice so I can ensure the appropriate payment is made.

But again, I am very concerned with the call to my mother and upsetting her for the plus or minus $26 that TWC told her that she is in arrears.

The telephone service provided by TWC is no longer active (see cancellation date below). All future telephone communications, should any be required, should be directed to me at telephone number (919) 625 5116. Future written communications should be addressed to her (Aurora Howard) at 9261 Blackley Lake Road, Wake Forest, NC 27587.

Should you require another copy of my Power of Attorney (Attorney in Fact) please let me know and I will furnish it.

I do not expect any other action by your office as I am sure your staff has more important things to chase after. This communication is to let you know you had an extremely dissatisfied customer. There were no options for her outside of using Time Warner. According to the facility management your contract with the housing group (a Senior Citizens development) precludes any other cable companies and precludes the installation of satellite systems for television and telephone services.

I have formally terminated all Time Warner service as of July 9th.

From a reliability and service standpoint the TV transmission is interrupted frequently and the telephone service is less than acceptable. In the past month her telephone has not been working about as much as it has been working. Being over 100 years old she is probably better off without TV and telephone.

Regards,

Alfred J. Howard

Please forward copies to:
Dinish C. Jain, COO
J H Kelp, Senior VP, Residential

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jeanie goldman July 15, 2014 at 7:13 pm

I HAD SO MUCH TROUBLE WITH BANK OF AMERICA A FEW YEARS BACK JUST TO LOWER MY MORTGAGE NOTE I FINALLY HAD 4 RED WHITE AND BLUE MAGNETIC SIGNS PUT ON MY CAR THAT SAID DON’T TRUST BANK OF AMERICA.

i THEN FOUND THE HOME PHONE NUMBER OF THE CEO BRIAN MOYNAHAN AND CALLED HIM AND TOLD HIM WHAT I DID. WITHIN DAYS MY MORTGAGE RATE DROPPED BY 4 POINTS. THEY SENT ME PAPERS, I HAD THEM CHECKED OUT BY A REAL ESTATE LAWYER AND SAVED MYSELF OVER $200,000 DOLLARS OVER MY 30 YR MORTGAGE. No lawyers involved, just good old fashioned bad advertising for their company. I’M NOW HAVING SIGNS MADE ABOUT WARNER CABLE AND THEIR LOUSY SERVICE. I’M PUTTING THE NAME AND PHONE NUMBER OF THEIR CEO ON THE SIGNS SO EVERYONE WHO HAS LOUSY SERVICE WITH WARNER CAN TELL IT TO THE CEO, GLENN BRITT 2123648200. PUT HIS NUMBER ON SPEED DIAL SO WHEN ALL THE PEOPLE TELL YOU HOW MUCH THEY LOVE YOUR SIGN YOU CAN HAND THEM YOUR PHONE AND SPEED DIAL THE PIECE OF CRAP CEO AND GIVE HIM HELL. BET HE DOESN’T TREAT HIS FAMILY THE WAY HE TREATS HIS CUSTOMERS.P. O. S.

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F u c k twc July 3, 2014 at 3:56 pm

Why can’t your company provide a service for which it charges way to much for. I have now wasted countless hours talking to support and with technicians only to never have anything resolved and my internet still won’t work. The only reason your company is around is because you have a monopoly in certain regions, like mine, and I can’t get another company. Your company is terrible from top down and I only hope that your company fails in the long run and all the employees lose there jobs for terrible service.

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CVB July 2, 2014 at 12:50 pm

This is the worst internet provider I have ever had the displeasure to work with. The people who answer the phone only know one phrase “we will send out a technician” the reason given was the modem is off line. I work from home one day a week and my wife works Mon-Thru from home. Time Warner does not care if you are unable to work just as long as they can send out a technician. When the technician finally arrives two or three days after the modem has quit working and found nothing wrong they leave. Their tier II is just as useless they call after the modem has magically started to work and insist on cancelling the technician. Basically their “most reliable internet” is CRAP!! I would not recommend this internet provider to anyone who needs internet service that can work without interruption. DO NOT SUBSCRIBE TO TIME WARNER FOR INTERNET.

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j connor July 2, 2014 at 9:38 am

Monday was about the 5th time that I’ve had problems with customer service and technical support at TWC. Most people I talked to on Monday were polite and friendly but unable to identify problems and the technical services staff was unable to accurately identify or address problems. I rely on internet services for my job and on Monday morning I had no internet service and had no way to work. I had error indicators on my cable modem. After multiple lengthy calls I was told that the cable modem was bad. I went and bought a new one (and turned in the old one to TWC…with even more issues that I won’t get into). When I installed it, I had the same problems. After more calls and conflicting analysis from multiple reps was told the problem was outside the house and had to be serviced….the earliest they could get out to service the problems was over two weeks in the future. Told them that I use the internet for work and without it, I can not do my job. That fell on deaf ears since they had no other options despite escalating the problem. The impact required me to secure a ATT hot spot to keep working. All told with the outage to the internet, purchases of new equipment, lost time (over 14 hours), and the inability to work with my customers has cost me several hundred dollars, lost customer satisfaction/trust, and complete frustration. This is not a people on the front lines problem, it is a management problem, a big one!. I have worked in tech for over 30 years and managed operations, development, and help desks and there are answers to the problems that plague TWC but apparently TWC management is either complacent and/or inept at solving the problems that may well cost them their business down the road. BTW….Comcast from my limited interactions with them have their own set of issues. If this is the best that private industry has to offer, I believe we are better off with governmental alternatives. After all this is an infrastructure much like highways and these days, just as important. At very least, we need to have ample competition to ensure that the industry does not get complacent. The internet, in case TWC is not aware (apparently not or these problems would not be as pronounced), is a growing economic imperative as more and more home based business and economic activity rely on available, prompt, and reliable internet services. If adequate services were available in my area, I’d already be gone and when it is, I will be.
I will follow-up my complaints with TWC Corporate Offices, as well as the FCC and Better Business Bureau as all who have complaints should do. The more attention that is drawn to these problems the better likelihood of addressing this gross mishandling of essential services.

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David Vega June 27, 2014 at 1:05 am

Having read the comments about your service records I realize why we can’t any help with our problems.Your customer service departments do not or can not communicate with each other.We have had pixilation problems for over 16 months and they cannot find the problem and will not send out a maintaince repairman to change a lousy tap on the pole. Since your company doesn’t care about your customers, I am not surprised that your company is rated dead last in customer service and satisfaction.So now we are happily canceling our service with you and going with your competition.

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David Evers June 25, 2014 at 10:34 pm

Your company is reporting fraud on my credit reports, which needs to be removed immediately, this is costing us $2000.00, for your companies mistake, and after 6 weeks this is still unresolved. Your customer service is not helpful only to transfer you from one to another, until you hang up. This is a major issue!

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Heather June 25, 2014 at 3:33 pm

I think it is just unfair and ridiculous that on my road there is about 1/2 a mile, which is about 11 houses, that do not have the option to get internet or cable from TWC! The fiber optic lines stop down the road. We have been told it is because we do not have houses across the street from us and never will, well guess what down the road where the lines stop there are no houses across the street. Just two houses from us in the other direction across the road guess what there is TWC. So I have called and had them come out only to say sorry the lines stop down the road you can’t have service. I called and complained to the President’s office only to be told that they can send a survey crew out there to see how much it would cost for us to pay to have the lined ran! What a crock of s**t. Why should I have to pay approximately $10,000.00 to $25,000.00 for them to run the lines and the have to pay every month for the service.

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Michael A. Griffin June 24, 2014 at 4:55 pm

Michael & Angela Griffin
XXX Knollcrest Lane
Knightdale, North Carolina 27545
Ph. (919) 217-XXXX
Cell (919) 889-XXXX-Mike Griffin
Cell (919) 649-XXXX Angela Griffin

To: Time Warner Cable Company
From: Michael & Angela Griffin
Date: June 22, 2014
Re: Customer Service Issues and Bad Business Practices

To Whom It May Concern:

We have made several appointments in 2014 for your local Time Warner office/technicians to come out to correct different issues with our cable system. (mostly failing apparatuses from Time Warner) Many times the problems were not totally fixed, but the technician promised they would come back to correct it. That has never happened. Most times, I just give up because I know that certain things are not going to take place. I am paying for service that I am not receiving and this has been the case for the past 2 years at this address.

On June 19, 2014, I went to a local Time Warner Center on Atlantic Avenue. I was previously told to bring my whole-house dvr boxes there If I had problems with them. The customer service rep said that she did not have those boxes in stock but she would have a technician at my house between 4pm and 5pm the same day to correct the issues and change out the boxes.

At approximately 6pm, no one had showed at my residence. I asked my wife to contact Time Warner and they said that a technician called my home number and there were no answer so they cancelled the appointment. My wife gave me the phone and I told the supervisor that the customer service rep never asked me for any specific numbers to call. She only said that someone would at my residence between the hours of 4pm and 5pm.

The supervisor said he would look at the notes and then agreed that the technician went off the number that was in the Time Warner system. I was very upset. The supervisor explained that the warehouses were closed and he was not able to get the whole house dvr’s that late in the evening. He then explained that someone would call me in the morning and someone should be able to come out the next day because of the issue at hand.

We waited the next morning for someone to call and no one ever called. We called Time Warner local office and they said that the supervisor that we had spoken to the previous day scheduled an appointment for Saturday, June 21, 2014. Again, I was extremely upset and told them that we could not be there on Saturday. The rep apologized and said he would give us a $29 credit. I thought this amount was ridiculous for what we were/had gone through. I told him if he could get someone out early Sunday morning, I would change my plans to be home.

The rep scheduled a technician to be at my home at 7am on Sunday morning June 22, 2014.

The technician came to my home at 7:10am and did not have the whole house dvr’s that I have. He had very large boxes that he said were older boxes. I immediately called the Time Warner local number and spoke with a supervisor by the name of Emily (ID # 1016) She said that it was nothing they could do because the warehouse was closed on Sunday. I am furious at this point, because I was supposed to be out of town, but cancelled because of my this situation.

The technician said that no one told him that he needed those particular boxes. (*Why would you bring out something different than the customer have) Carlos (Tech 20466 apologized and said that he would go to the warehouse at 8am Monday morning and come to my house by 9am Monday morning. He then spoke with his supervisor Jason (tech 23595) and Jason said that he could not do that and would have to reschedule us for Tuesday between 11am and 12pm.

I told Carlos this was one of the worst customer service companies that I have ever encountered and would be reporting this to corporate headquarters immediately.

We have been a very loyal customer with your company for many years. I feel that we have been cheated out of a lot of money, because we have never, consistently, received all of the products and services that we are paying for monthly. Many promises are made but not delivered. Everyone always have excuses and not many solutions. Something needs to be done about this immediately. If not, I will take this much further.

If you have any questions concerning the information provided, please call (919) 889-5341 or 919-872-4658.

Sincerely,
Michael A, Griffin
Michael A. Griffin

cc: files

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Edward DeBeers June 23, 2014 at 9:05 pm

My name is Edward DeBeers and my account phone number is 714-403-XXXX

I left you a message on your phone but I decided to email also. I have been with TW

Twice for many years, the last start time was 01-16-09. The last straw was when I made an attempt of getting my own modem to help a little

with my fixed income. I bought the identical modem furnished TW and I was told it would

not do. I bought in spit of the fact that I have always been unhappy that the modem cost that

was added to my bill without any notification. But now after going to the office on Miraloma

Ave in Anaheim Ca. they have no record of when they started charging me for it, I was given

the same date I started my service and I know that’s not correct. I wanted that date in order to

start processing papers to take TW to small claims court for what I feel are unjust charges.

I started my service a $19.95 per month but now the end of the promotion caused it to be raised

every year. As of a month ago for many months I was paying 60 something. When I called to

complain it was justified as the end of a promotion. Finally when I walked into the office they

lowered it to 40 something, I asked why didn’t they tell me that all I had to do was come in and

I was told , we don’t do that, Wow unbelievably. and it also lowed my speed. When do the promotions

end and when does the customer get free from what seems like a scam. I should be getting 20 mg per

second but I’m getting 15 and lower. I have noticed that anytime I call to complain and I adjustment is

made , the speed changes. It’s on record that they have been out a few times in many years to work on

the lines to my internet because of very slow speed every day around 6 pm. The service tech was honest

enough to admit to me of the lack of towers in my area and that my home is in a bottle neck for internet.

So I really have never gotten my moneys worth and I’ve been extremely patient, but no more.

I am now aware that I will be able to get TV and Internet for the same price TW charges me for

Internet only from an other provider. I don’t have a choice, TW would not help me. I don’t care if my small attempt to get justification goes unnoticed

or if you just throw my email In the trash because I will understand that it’s only a reflection

of your new logo, Greed. Business without ethics is not a business.

DiPiassa Said:

“It has become dramatically clear that the foundation of corporate integrity is personal integrity.

Respectfully

Edward DeBeers

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jeanie goldman July 15, 2014 at 7:22 pm

DON’T BE SOOOOO NICE, YOU’LL NEVER GET THE SERVICE YOU DESERVE. TECHNOLOGY IS SOOOO SCREWED UP COMPANIES CAN’T FIX PROBLEMS ANYMORE, THEY JUST DO A BAND AID TILL YOU COMPLAIN AGAIN.

i’M GOING ON MY NINTH YEAR OF THE SAME PROBLEMS, STILL NOT FIXED BUT I’M EXPECTED TO PAY FULL PRICE FOR CRAPPY SERVICE THEY CAN’T FIX.

STARTING TOMORROW I HAVE 4 MAGNETIC SIGNS FOR MY CAR THAT GIVE THE NAME AND PHONE NUMBER OF THE CEO OF WARNER CRAPPY CABLE. I HOPE MORE PEOPLE WILL MAKE THE SAME SIGNS FOR THEIR CAR AND IF NOTHING ELSE WE’LL ALL BE ON NATIONAL TV LETTING THE WORLD KNOW TIME WARNER SUCKS

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Rachel June 19, 2014 at 7:15 am

Having just read the other comments posted here, it would just be redundant for me to take time to try to post our own family’s on-goimg experiences with Time Warner Cable. Their stupid and offensive ads are minor compared to their “service,” which obviously sucks. Several weeks ago, we finally took care of the Internet problems by switching to Century Link, which has been more than satisfactory, without the consistent interruptions we had experienced with Time Warner. And while we had been cable customers since the 80′s, lately the service has gotten so bad that last night I asked my son–the tech expert in our family–to begin the process to switch us over to Direct TV, something I didn’t want to do because it involved boxes and potential interruptions to service because of weather, etc. But he reassured me that many early problems have been resolved, and now the service is apparently pretty reliable. So before long, we may not ever have to deal with Time Warner again.

And since Time Warner has a monopoly in our area, we don’t have any other options.

This final straw was the fact that they took away a group of channels from our service that I did actually watch–but of course, they continue to charge $80 a month for the “service”–and then supplied adapter boxes–free at first, but soon to be charged-for individually, month by month. Even getting the boxes was a struggle, after making a trip to their outlet, where they were out of boxes for days, and then waiting another week for some to be delivered by Fed Ex. And when they finally arrived yesterday, and my son went through the process of starting to attach them to the TVs, we had several minutes of actually seeing again one of the stations that had been eliminated, when there was apparently a outage of service in our area, and none of the digital stations would work.

And then the pointless phone calls, to hear their stupid, non-responsive reassurances with bouncy background music, saying they’d let us know as soon as service was restored, but even as of this morning, it still has not, and finally my son disconnected the adapter boxes, reconnected the regular cable, and we are back to square one, with missing stations, and helpless anger that we’re still paying the full bill for missing service.

So several days ago I called our local State Representative (in Ohio), and described our problems, saying it might help if Time Warner were not a monopoly in our area. And she was quite receptive, saying she had heard from others how bad Time Warner is, and would talk with her colleagues to see if something can be done. I’m wondering if my next step should be to call around and see if some attorney might want to do a class action suit for those of us who have lost service and not been recompensed. (And after reading the other comments from those with business “service” who have lost a lot more than I have, it seems worth pursuing.)

I’m sure there are many people who work for Time Warner who are good and would like to be helpful, but in the end, something has gone seriously wrong with the company, and I think it must be at the corporate level, because they allow the bad “service” to continue. They don’t really seem to care that at this point, their service sucks.

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