Five trips to the office; different answer each time. We just wanted the advertised offer of $29.99 monthly for internet service. Each time a different excuse why this was not available. No concept of customer service or truth in advertising. Classic loss leader, bait and switch. Where is the NC Attorney General? Rating. Call back later... read more

It would be hard to imagine a company that had worse customer service than TWC - they appear to simply not care about customers - maybe having a partial monopoly service does that. Long story short TWC double my cable rates because I DID NOT plug a phone into my modem service - thus "voiding" the triple play special rate. Worse is the 4 separate calls - the last for just under 2 hours - to try and resolve and of course they never seem to have records of the prior calls. Working on call #5 now with each worse than the last. You have to wonder who if anyone is listening to these "calls being recorded for quality purposes" And they wonder why everyone hates cable........ read more

Talked to four different Spectrum representatives and it took 5 hours on the phone. First representative , a man, hummed on the phone and kept talking to himself. It took 23 minutes for him tell me that he didn't cancel my cable. He told me he would find me an Internet package even better than the one I currently had. Next representative told me that I could not keep my old $27.99 Time Warner internet because my cable and Internet were bundled. So they told me I had to switch to a Spectrum Internet plan at $49.99 and in a year it would go up to $79.99. I told them that my mom canceled her TV and they kept her with the same $27.99 Time Warner Internet plan. So the third representative told me that if I could provide a bill in which my Internet plan was not bundled then they would give me my Internet back for $27.99. So I found a 2016 Time Warner Bill where my Internet and TV were not bundled. I called back and they told me that there was no record of the last representative telling me that and that they couldn't even cancel my Internet service. Spectrum representatives lie to you. They won't let you talk to a manager and they won't let you complete a survey on their customer service. The names of three of the representatives that I talked to were Marissa, Ashley, and Cecelia. I didn't get the first representative's name. I am very dissatisfied with Spectrum. Time Warner cared about their customers and always offered affordable Internet plans for customers on tight budgets. I am a teacher and they told me that the government offers an assistance program that I could apply for to get money off my Internet. Now, I am calling around to other Internet providers because Spectrum does not value their customers. Their representatives lie to you and try to get the most money they can out of you! Watch out! I just read other reviews on Spectrum and they are confirming my issues. Spectrum also is charging me for a whole month of service when they canceled my cable. read more

Dealing with this company will make you lose the will to live...Countless hours I have wasted on the phone with their representatives.

Comically awful inoffice local customer service. 1.5 hour wait times at 3pm,a waiting room that looks like a movie showing with out enough seats, and I think bullet proof glass to keep the agents Alive. read more

I received my cable modem for self install on a Saturday only to find after being told my home had been activated that it was not. Someone came Tuesday to activate the line and I still have no Internet. After over an hour on the phone saying the same thing twice (my call was "dropped" during a transfer so I had to reexplain everything to another person, I finally get told my modem (that they sent) cant be identified in the system. If I had any other option, which uverse isn't available where I am unfortunately, I would never have time Warner for anything. GO AT&T AND DISH OR DIRECTV...AVOID TIME WARNER AT ALL COSTS! 0 stars!! AWFUL! read more

There is No customer service - not even close to providing even a minimal effort to assist the customer with a different cable plan. There are far too many options out there for a company like this to just sit by and let existing customers leave and go to Dish or Hulu etc. I guess if they don't care about customer service to provide any customer service, then I will have to drop them and go with DIsh network. Sad very sad. Someone needs to teach the employees of TWC about customer assistance ! read more

While service personnel are pleasant it is very UNPLEASANT to realize what ride we are being taken for. First you are paying for channels you can get for free if you have an antenna installed in your attic or on your roof (remember the old Rabbit Ears...same principles and it still works we all just got sucked into we have to have sales pitches). Being retired both my husband and I finally woke up to the fact we did not watch even a fifth of what we were paying an outrageous fee plus taxes for...and not only that we were being charged for channels that are free with an antenna such as CBS, NBC and ABC. We are now $102.00 a month richer since we discontinued Spectrum and getting BETTER (HD and other) reception from our antenna than we ever did with Spectrum. read more

Alex S One star is way to much, Spectrum has been double charging me for internet since October, as a resident in my apartment complex it was required for residents to get spectrum through the bulk rate, $80 is part of my monthly bill for internet. I'm gone a lot due to my job, I check the mail every so often when I'm home on average a few days every few months. Every time I'm home my cable is off and I have to pay an enormous bill just to get it put back on, I also have TBI so my memory isn't the best. So recently I realized after talking to a customer service person that spectrum has also been charging me for internet as well since Oct 2018, $80, when stated I already paid it from my rent, they said I had a "special" internet service that I had to opt out of? I never opted in, my internet has sucked since I move in, March 2018, and I'm rarely home, I came home once and found a new modem that the apartment complex had installed, I thought it was an update like the boxes of updated cable and modems I've had in the last few years. Anyway when I asked for my money back they stated they could only give me credit for 2 months? And I had to pay an over due bill of $300, which included the past months of double internet charge they were now aware of to get my , $21.00 a month silver package turned back on. This answer continued through 2 different leadership team persons, and a supervisor. So even though they are aware of double charging me for crap internet since October, they will only give me credit for two months and that's after I pay them the past due amount for internet coverage they know they have over charged me for? This can't be legal. I will never have anything to do with spectrum and I suggest no one does either. These are not legit business practices, next step better business bureau, because I can't afford to give these criminals almost $1,000 dollars especially for crap service. Good luck to you if you do. read more

Terrible cable service, terrible location to drop off equipment- so happy we now have Direct TV .. Goodbye cable

It is a Monday morning and they have only one customer service representative working, this is worse than shopping at Walmart. I have already endured 20 minutes and want to run screaming, but keep hoping that my number will appear soon. I think this is a cruel social experiment; they have the cameras not for security, but to record customers losing their minds. Seriously, there is no manager or team member that can come out and help? I would be willing to jump behind the counter and start passing out equipment. They have two TVs competing against each other to drive you insane, so bring headphones or earplugs since you will be staying awhile. I can only pray that U-Verse arrives in my area soon because this is hell. read more

Truly wish AT&T U-Verse was available in my area.... Sadly my story is the same as all the others.....terrible customer service and even worse internet service, When I lived in Morrisville, I had the choice of AT&T U-Verse, which had a much better quality of service all around, I had to move my family to Cary and with no other options, we had TWC installed. After close to a year of paying close to $300 per month for high speed internet, wi-fi, cable and dvr, we called in January to see about lowering how bill. Strangely all the discounts and offers being shown on tv , there were no real options for us. The rep even had the audacity to offer services when we were calling to lower our bill. We finally decided to cancel service all around, then decision made in no small part to having to speak to 3 different reps, after being mysteriously disconnected and told that we had to turn in the equipment to disconnect service. Strange how they can disconnect service for non-payment without the equipment being turned in. Anywhoo, we tried our complex wi-fi for a few weeks, but because it was slower than molasses, we were forced to go back to TWC. It's so easy to get service connected....especially for the price you werent promised. We were promised $115 per month for standard tv, internet and wifi, but our first bill came to $155??? And the internet goes out every few minutes. Unable to watch anything that needs to be streamed because it freezes every 3-4 minutes or doesnt connect at all. We have yet to call for service, as we already know the outcome. BOY DO WE WISH AT&T U-VERSE WAS AVAILABLE!!! read more

If you enjoy periodic outages, long wait times, and poor customer service, then I would highly recommend Time Warner Cable to you. I could write a book on all the bad experiences I had with Time Warner Cable, but I think most of the other reviews cover them all. If you call them to cancel, they will try everything they can to prevent you from doing so. I told them I was 100% sure I wanted to cancel their service, and that there was nothing they could do to make me stay.. and yet they still they went on for 30 minutes putting me on hold and offering me discounts, credits and promotional deals that were simply 'too good to pass up'. As a last resort, they may decide not cancel your service. The representative told me that everything was processed, and that they will be sending a technician to disconnect the line. When I finally found time to kill 2 hours, driving and waiting in line to return their equipment, I was told me that my service was still active, and that I should call them again and have them 'officially' cancel it... Make sure you return your cable box first, so they have no excuse to keep charging you. Also tell them you are moving out of the country to avoid all the 'great deals' they may have for you. Time Warner Cable is a horrible service here in the Triangle and the only reason these guys are still in business is because they are the only cable providers around. Hopefully Google Fiber will come and change that. read more

All i can say is i cant wait for Google Fiber!!!! I will pay whatever to get timewarner out of my home! They contract out their installation techs who aren't trained with installation. They turned my home into Swiss cheese and left without checking if my system worked well. Do not get the intelligent home unless you enjoy torture. The name is an oxymoron with regards to time warner! They will pay for all the damage to my home. Run from this company. Btw im returning my equipment and there are 30+ people in line ahead of me and it is slower than the dmv. And only 3 out of 8 employees working. UGH! read more

I haven't had the best experiences with TWC in the past but today my experience has changed. I went in on a week day a little before 9am and there was not the 2 hour wait I was expecting, I was able to walk right up and turn in my equipment. Tanya at the front desk was very knowledgeable and easy to work with- I hope the company knows how much of an asset she is to your team! Keep it up TWC, thank you for a quick and easy errand crossed off my list :) read more

If I could give it a ZERO rating, I would have. They suck the big one. Old geezers in this location have no patience for customers. Who puts these folks in a customer-facing position? Morons! Unfriendly, completely helpless and to top it off - bad attitude. Avoid at all costs. Go with AT&T - though they suck too - not as bad at TWC. read more

Anyone thinking about getting Spectrum! DO NOT!!!!!!!!!! Run!!! We switched to Spectrum after 12 years with Directv. Spectrum told us if we switched they(Spectrum) would buy out our contract with Directv for $180.00 . We switched, and sent in the paperwork 3 times!! We sent it in within the 60 day requirement! They gave us excuse after excuse that the check was being processed. We have all the emails if you want to see the proof. We became sick of their lies, and horrible service, and switched back to Directv. Spectrum is still refusing to honor their "buy out contract" because they now saw we are no longer customers so they are refusing to honor their contract!! Please Please Please messenger me if you are thinking about having them buy out your contract!! Do not do it! They lie!!!! After the multiple emails, phone calls, and begging for them to honor their contract...for them to take my hard earned money and swindle me out of $180.00!! I am making it my life's MISSION to go on every website and tell every person I meet on the street and tell them MY story so that another hard working American citizen will not go through the torment that my family has gone through because of Spectrum NOT honoring their buy out contract!! Crooks!! read more

Cary location on a Saturday is only open for a few hours and they never have enough staff. took 1 hour to just swap out a cable box.

Can anybody tell me who regulates TWC? Customer disservice is the norm and contacting them on the telephone is is a sham. It can't be done during normal hours unless you are willing to hold for at least 1/2 hour. Their rates are approaching monthly car payments. The programming sucks! No one seems to know who has the authority to turn out their lights. Please help me make them answerable to their customers by posting any pertinent info about filing grievances with the regulatory authorities against TWC. Thanks, TJ read more

I called to get my new service hooked up. I then wanted to change it to a quicker day, they gave me a case number 2714291, no one called me. The appointed day came (yesterday, Monday 5-6pm). I received a text to reply ok if I was home. I was and replied OK. I live in a 24 hr doorman building. The doorman is always there. I was trying to locate and follow my tech via the app to follow him. It stated he disabled his. I called at 6pm and got routed to an India call center. They said they would put a call into dispatch and have someone call within one hour guaranteed. I explained how my TV installer was coming at 7pm to put up my TV for $150. They said not to worry "dispatch" will call within the hour. I then called at 7pm and talked to a supervisor (my case number this go around is 2759495. They said they'll expedite my call. Nope, never heard from them. I then had to pay my TV guy 75 for the no show of Cable being set up. Have him set up for tonight (otherwise he can't come back till Saturday). Imagine, no cable or internet all this time? I then called this am at 8am when they opened. She said her manager when he gets in at 9am will email the dispatch. They're saying they can't talk to dispatch. Even at a management level. Imagine? I know TWC changed their name to Spectrum due to having the worst customer reputation in any industry. New name change but same problems. I can't express to you how I feel right now. Imagine going through this stress to have cable hooked up? And the expense. Not to mention the time from 4pm to 10:30 pm calling and waiting. Makes you NOT wonder why NETFLIX, DTV, HULU, ATT have broken the cable monopoly. Please read my reviews, I'm one of the fairest reviewers there are. This is the worst run company I've ever experienced. read more

This was hands down the best experience I've ever had at a service provider company. Upon walking up to the door the friendliest greeter ushered me in (seriously the most pleasant woman I've ever met). They got to me almost immediately despite the fact that their system was down. Jeffery helped me and was super friendly and helpful. He was also very patient with me when I didn't have the necessary information on hand. Outstanding service, it made me really glad I chose them for my internet needs. Oh and walking out of the door the greeter reminded me of their hours and told me to come in if I ever needed anything. All star team today. read more

"Vanessa" was transfered to me as a technician to resolve my internet connection. For about 20 minuytes i got " give me a second" to breathing in the microphone" to long 2 minutes of total silence. She asked me if we got disconnected twice... no. I was still on the line. To make a frustrating story short, she just could not figure out why my Moden was offline. She schedule me for a Pm visit the next day to check out the equipment. I asked for her name, said thank you...disconnected and reconnected all the cables and my connection is ON. Spectrum CS is stull at Time Warner standards. Managers... please listen to my service call...you will cringe. read more

This is the worst company ever. They billed me for service of 200 mbs download speed but never delivered that much speed to me. I've complained about it for over a month and they still haven't fixed it. Today, June 19, 2017, they disconnected my service because I refused to pay for service that I'm not getting and they refuse to fix the ongoing problems until I pay them for service i am not receiving. read more

Time Warner is awful! I scheduled an appointment to set up basic cable and Internet between 11 and 12....I finally had to call and ask where the technician was at 1:30...like I really have a whole day to wait around. If a company says they're going to be there at a specific time then they need to be there at that time! It's called professionalism! The guy finally showed up and couldn't finish his job because I had to leave for work...said he would come back out at 9 today...I waited till 9 before calling but now he's saying he can't make it out till 12....seriously Time Warner? Pull yourself together and learn how to properly manage your company. I will be cancelling my services with this company and going to a better one...definitely don't recommend Time Warner to anyone. read more

Overcrowded and understaffed. A simple return is looking like a 2 hour wait. It's like a parting kick in the face for dropping the horrible service twc provides. read more

The Cary location is awful. There is 20 people waiting here right now. There is not a sense of urgency. This place is sorry.

All I will say is that I went in to make a change to my account and, somehow, I ended up with a new account that I wasn't aware of until I got my bill. Over the phone customer service was great about cleaning up the mess but the damage had already been done. read more

Just walked in and out of the new Spectrum store here in Cary. Wow! What a great makeover and incredibly friendly reception. I absolutely welcome this change! Had to exchange a remote.....10 seconds max! read more

Joseph Pagan The worst company and customer service ever! I called to report that 3 of my favorite shows did not record. I waited on the line for 45min. to find out that Time Warner's service was down so they could not help me. I told them it would have been nice if they had a recording that told me that before I waited 45 min. I called back one week later when their service was back up and for all of my troubles they gave me a six dollar credit. I am currently shopping for other cable options in the Raleigh area. read more

Very Poor experience with Time Warner customer service store as well as online phone support. 1) I went to lease the internet modem they gave me a very old modem and that was not working properly. When I went again the customer service store lady was very rude and asked me buy a new one. 2) more than 5 times I called them to fix the internet speed as I was suppose to get 15 mbps but I was only getting less that 4 mbps. 3) They always says that problem will be fixed in 1 hour and it never fixed. They are very expensive for nothing. read more

There Is No Minus Rating so giving a star. The installation guy came in and said that the modem recognized by TWC wont work but when i tried myself, it worked to some extent. Disgusting peoples to deal with. The lady was too rude over the phone. read more

Wonder if someone can help me.... A technician came to my house last year (July) and my small dog bit him. The tech actually startled my dog as he hopped over him to get to where he wanted to go......long story short - the tech left (no cut on skin but he left) and 2 techs came after him. I explained what happened and the techs said - we deal with dogs all the time - the first tech just wanted out of the job.....so the 2 techs took care of the installation. Today - April 1 - I got a letter from a private attorney representing the tech who was bitten asking for compensation (missed work and other damages)..... Wonder if any one else has had to deal with this? I was pretty disgusted - I called Time Warner and have not heard back from them...any information will be greatly appreciated - in the meantime - TW pretty much stinks read more

I signed up for cable and went to chose to pick up my "connect kit" from the store. Absolutely the worst customer service experience I've ever had. I've been 3 times this week because of their incompetence. Each time, they were understaffed and the line was at least an hour long. I wanted the cable card and digital tuner because I have Tivo. The first time, they sent me home with an HD set box instead and told me that it was a digital tuner with the cable card inside. I had to go back later that day because I realized when I got home that I was missing a coaxial cable. When the cable card didn't work, I found out from phone support that they not only gave me the wrong thing, but even CHANGED IT ON MY ACCOUNT! Meaning they knew that they gave me the wrong thing, and also tried to bill me more for it. So, I went back and asked them to fix it (calmly and respectfully with a smile on my face, mind you), and the young, tall, black gentleman with short hair had the nerve to get defensive with me and tell me that it couldn't have possibly been their fault, and must have been mine. Want to hear the icing on the cake? He told me that I didn't need the digital tuner with Tivo and sent me home with the cable card. Again, after talking to phone support when I got home to find that I was only receiving 20 of my 200 channels, I found out that he was dead wrong. So, I paid the 10$ for them to ship it to me, because I will NEVER go back there again. Please, do yourself a favor and have them ship you what you need. These people at the Cary location are VILLAGE IDIOTS. As others have said, 1 star is too generous. They deserve less. read more

I went to the Time Warner Cable office in Cary, NC. I was waited on immediately, my bill was reduced and all is well. Excellent service. Thanks, Latrelle. Adele read more

The worse Customer service I have ever experienced. They treated me worse than the DMV or Prison (not that I have experience only an assumption). This is pretty much what cattle feel like when they are heard in a small area. They may be treated better. Don't let the $14.99 a month for internet fool you, it's for 2 megs or whatever they call them. You can't stream, only maybe check a bank statement....maybe. For just internet, it's almost $45. I am looking else where. The Customer Service Rep said I could not find it cheaper.....................BET I CAN!!!!! Even if I can get it for the same price, I am done with TWC. They're a joke! read more

If I could give it 0 stars if I could. When I was on TWC Wifi, it was great. Good service, wide range, and at a great price. Then, once it was bought out by Spectrum, things changed. Our rates doubled, but the services didn't. The wifi crashes every other day, and the service is slow and patchy. The bit rate is a lie too. 200 and 50? HA! More like 11 and 2. The ping? 450. Not very good for my channel! So I'm pretty much paying more for less. Thanks, Spectrum, for ruining TWC. One more thing: Gå döda dig själv. Translate that, I dare you! read more

How much time can I get this guy to stay on hold is the favored game at TWC. After losing 2 hours of my life between 3 back-to-back calls and being hung up on twice, I decided to try again another day. Service has been spotty at best. The only receiver/box that works 50% of the time is the living room (small favors) and the charges make me feel used every month when I see the bill. read more

Today's visit to the local Spectrum store affirmed the dire need either for more competition in the Internet and cable industry or more regulation. This company takes zero responsibility in their billing practices and offers no apologies for their inconsistencies and ineptitude. And when you try to reach them by phone with your billing questions, it's usually at least a 30 minute wait with no option for them to call you back when a CSR is available. I set up our account on auto-pay over two months ago. The representative confirmed that she saw it registered for auto pay. However, our bank account was never debited for the bill it should have paid, so the payment was missed. I finally got through to a billing rep over the phone, who answered my questions and I paid my bill. However, long story short, I was charged a $5.00 fee on a later bill for making that payment by phone, when I was only doing so due to the company's inability to process our online auto pay registration. Oh, and this region of Spectrum that is merged with Time Warner has no ability to answer any billing questions that pertained to Charter Spectrum, the division we were under at our previous address in Western NC. If you're going to paralyze your employees and give them no ability to solve problems, you should at least train them to apologize on behalf of higher level management, who clearly doesn't give a rip about the litany of problems plaguing their company and the industry as a whole. read more

This company has no clue what customer service is. It felt like I was at a DMV when I got there. The line was wrapped around the store waiting area. The clearly under staffed counter workers could care less how many people were waiting. When it was finally my turn to get to the counter and exchange my non working box which they charge me $12 a month for another one they gave me another used box. Looked like the pulled it out of the bottom of a pile. I did not bother arguing about it and sure enough when I took it home this box was worse then the one I returned. argggg. read more

TWC is frankly the worst company I have dealt with in as long as I can remember by a mile. I am consistently put on hold and transferred from rep to rep having to repeat my story every time. My internet is always going down. I have been in line for over 40 mins to drop off a cable box. Two people are working and a third is just sitting there. I pay over $350 a month to this company across two properties and I plan to take my business elsewhere as soon as I have the time. read more