Had a great customer service experience from Erica. She answered all my questions/concerns and everything moved quickly! I came around 1PM and only waited 15 minutes. I was a little nervous coming in due to the previous yelp reviews- but I guess I came in at the right time! Thanks so much Erica!! read more

I feel bad for TW cable employees. They are forced to deal with shoddy equipment failures and poor signals. Is there a a single cable box in Manhattan that doesn't need constant rebooting? Or lock up when you change a channel or scan too far into the guide? I'm pleased the say Verizon FIOS is being installed next week. I'll be bring my trash back to TW. Sorry ahead of time to whomever assists me. read more

They wanted me to wait in a line for 3+ hours to return my friend's cable box. Then I got rushed by security guards when I tried to take a photo of the line (apparently they don't allow "photography" in their stores). Then I called their 800 number to see if there was an alternative to waiting in line. They couldn't even verify my friend's account but insisted that I wait in line to return the box so as to get a receipt that "proved" I returned it. I found another way to get proof of my return: I recorded a video of myself handing the box to a Time Warner employee in the store before I was chased away by security. I'm not a Time Warner customer and never will be. I can't wait for this company to join the litany of others in the annals of history under the headline: Monopolies That Stagnated, Failed to Innovate, and Died a Slow and Inexorable Death. read more

Last two times have been here there has been a wait but fine. Polite guy in the front giving out tickets and you know how long you are going to wait. read more

Literally the rudest customer service I've had the displeasure of experiencing. Train your dogs/staff at the front-- woman with the black hair ponytail and clown-face makeup was cursing like she was at a match and ignored me as I asked her a simple question. TWC is horrible-- can't wait to switch providers! read more

I have to update my review, I was blown away by how improved this location is. Walked in after work on a Tuesday, got a very friendly greeting at the door and waited about 2 minutes before my number was called. The gentleman that saw me was very friendly and took care of my request in minutes which was to return my equipment and close my account. In and out in less then 10 minutes. BRAVO for the improvements at this location! read more

The people whose job it is to provide service at the entry are really, really mean. I heard two raise their voices at customers who weren't being abusive or anything (not me, other customers). Also, if you're going to make ppl wait an hour or more just to return useless equipment, maybe provide a bathroom for those customers. read more

I am not a fan of time warner cable service, its not cool to corner NYC market. That being said the help centers are generally just as bad. HOWEVER, of all the TWC service centers I have crossed this particular center has the most helpful friendly and fastest service. Granted you not one of the screaming lunatics who seem to always be in one, you should be quite satisfied with this centers service. Cheers! read more

Okay, I just went there and to terminate my TWC service, and did... But this is a review for the site not the cable service which I could slam, but you can find that info elsewhere. Went in around rush hour to return equipment and terminate, expected a line and a huge uncomfortable wait. There was an employee greeting people and a computer dispensed numbers. Got a seat, there were plenty. My number was called in less than five minutes. Got quick and efficient, and kind service at the counter. The employees on site are very friendly and helpful. But gotta let you go TWC... (I don't have to say why do I?) read more

Pros: 1) great customer service; 2) no much people and no much time to wait in a line; 3) fast process of cancelling the Internet service.

They should change their name to 'Speculum' because that is what it is like to deal with their customer disservice. They have sent 50 techs to my building to fix my business and residential service. Still not fixed. They have blamed Mr. Rogers, president Obama, the man in the moon and Justin Trudeau for the shitty service. Their techs are nice...and honest. Several said I should get FIOS, which will happen when they wire this area. The only reason to get service from them is if you want to participate in the internet experience of 50 Shades of Grey. read more

I'm only giving it two stars because it works okay sometimes and I love NY1. I've had intermittent signal problems that slow down my internet (steaming Apple TV becomes impossible) and disrupts my favorite shows at the worst possible times. These episodes have lasted for weeks, and I receive no notifications of network issues. Also, they shipped buggy set top box software that had a severe memory leak and wouldn't own up to it. I was rebooting it daily for months. This is what happens when there's a lack of competition. I'd drop them in a heartbeat if there was an alternative in my building. Do not use TWC if you have another option. read more

Time warner is the worst television service I have had. The system is slow, it freezes and there is nothing you can do unless you want to restart the system, the interface for On Demand is extremely inefficient and makes very little logical sense, etc etc.. They really need to get rid of their monopoly service, this is ridiculous. read more

I've only had awful experiences. Once, I waited three hours to return a cable box. When we called to set up our service, the technicians kept cancelling and rescheduling. When they finally showed up, it didn't work. They double charged me and when I called to complain, the person barely spoke English. Her supervisor put me on hold for 45 minutes before hanging up on me (to be fair, the line went dead). I had to call five times to cancel my service. The first time I called, the person hung up on me after asking for my social security number. The second person said he couldn't hear me and hung up. The third person connected me to another person who connected me to another person, but that final person was in Wisconsin and couldn't help me. The fourth time an automated voice told me to call back during regular business hours. The fifth person told me he couldn't disconnect my service, and just to bring my modem and cable box to the store. Let's see what happens on Monday... I signed up for RCN which offers a fast speed and less than half of what I was paying. They were on time, as scheduled, and set it up within minutes. read more

Absolute worst customer service, ever. Period. So much so that it prompted me to write my first Yelp review. Phone support is horrible, then the store solidifies the position. Unfortunately, it is a monopoly in NYC, and no FIOS in my building... read more

I see everyone complaining about the lines and I do see them and they are monstrously long. I pity those who wait. Because live around the corner I take my number and go home or do some shopping then return with a short wait. My internet service works well but the cable TV service SUCKS. Every day for the past week the picture just shuts down and goes blue. I spend 15 minutes rebooting it but tonight its totally gone, just as I wanted to watch an HBO special that was on for the first time. TWC is overpriced, the service provided is poor and I'm going to find another internet provider, cancel both the TV and internet. With antennnas I can get many basic tv channels for FREE. However as bad as you think TWC is, they are merging with Comcast, which is even WORSE, if that's possible. Broadcast TV is on the way out anyway, and hopefully TWC with them. read more

Long wait times. Not enough seating for the long wait. Staff are rude. Insane poor customer service. Guess that is what happens with a monopoly in NYC. read more

I'm live in New York City for over 20 yrs. I can still remember when it was Time Warner. As faces have changed i honestly respect the employees dedication of their staff. I added my name to the list, left out missing my turn and was very happy i was able to be seen right away. As other guests we're likely upset i respect how caring Spectrum is to it's customers. They out beat Vios any day. Jenny the security guard made me feel very at ease read more

Absolute thieves. Second time in 13 months they have jacked up prices. They don't care about customer loyalty or how many services or accounts you have. Sadly, Fios not an option in this area. Would love to cut the cord on this miserable company. read more

Came here on a Tuesday around 1pm to return equipment, in and out in 17 minutes! Employees were professional and polite. I was pleasantly surprised at how painless my experience was, considering how painful telephone customer service can be! read more

Okay, these guys were amazing. We went in the morning to drop off equipment. Waited 5 minutes, and the associate helped immediately. The reviews don't do them justice. Just go in the morning and beat the rush-hour crowd! read more

Want to experience all the trauma of a root canal but don't have dental insurance? Then go to this shithole where the employees are both idiotic and rude. How fun! Every single customer is in there is frustrated and the employees move at a glacial pace before having the audacity to ask you why you didn't switch plans to save money. Bitch, y'all robbed me! All I can say is I can't wait for Spectrum's giant class action lawsuit to put them out of business so I can throw a cathartic brick through their window. read more

Just FYI I inquired and yes, you can MAIL THAT MODEM BACK TO THEM. This seems like an infinitely easier option and with a delivery confirmation, I'm thinking this is the most efficient choice (yes, I am paying the USPS charge but then again, I'm saving my own time by doing so.) And remember if it's a channel changer, they'll do that instantly at the main desk. read more

The customer service is terrible. They missed 4 scheduled appointments. Terrible.

The TWC center at 96th St and Broadway is extremely busy but people are helpful. Mostly, I would like to leave a review for TWC services itself. The phone service is great. If you need a digital land line, TWC does a good job. The cable service is not so great. TWC does not offer HD for the basic package so you have to sign up for the next higher package and pay more. And believe me, that buy up package you are paying for, has many many channels that are a waste. TWC should offer a better deal that works for the customers and not make you pay for channels you do not use specially when you only want HD TV. The internet service is not good. I have been experiencing many issues for 2, 3 years now. Issues like outrage and speed instability seem to be a common problem with TWC. Anyhow, from my experience, the standard internet package is the worst in terms of stability (the speed goes up and down but stays mostly slow). I also find that paying for the extreme service, all the outrage and instability issues go away miraculously. Now, TWC upgraded their services to 6X faster. And I tell you that with the extreme service I am paying extra for, is really fast. Really fast for ONE DAY. The day I installed the new modem, the speed went up to 200 Mbps. Next day it jumped from 12 Mbps to 85 Mbps. Good Bye 200 Mbps. The monopoly these cable companies are running in NYC is hurting the consumers. People like you and me move to these neighborhood searching for what we believe is worthy but we did not expect to be bullied by this corporations. We need to have more than one choice for TV cable, and internet service nowadays. As a contribution to break this monopoly, I downgraded my internet service to the standard package and at least, I know I am contributing less to this corruption. If you are unhappy with your service, you should do that too. read more

Time warner was terrible. The company I was with recently switch from TW to iCore. Time warner has some of the worst services, and even more poorly customer support team. Countless times our network went down, and we would call and call and call, and it would take almost an hour to get someone on the line. The person we spoke with was clueless about our account. Watch out for TW contracts, they will come back to bite you, not to mention rip you off. read more

Criminally, beyond-belief horrible customer experience at this location. 90-minute wait for a 1-minute equipment exchange. Regulators should be called to task for permitting the Spectrum take-over of Time Warner--prices now absurdly high, complemented by worst-in-class customer service, particularly reprehensible in a marketplace with limited consumer options. read more

I wouldn't even give this one star if I had a choice. Dealing with this company is brutally painful. There has got to be another company over here to take them over. WORST customer service I have ever seen. Do NOT get involved with them. read more

Spectrum - to return an item - Television Service Providers Near Me - New York, New York

I'm writing this review as I continue to wait. It's been 20 minutes. You would think that at the end of the day they would be more concerned with getting all the customers squared away. Instead they have one teller who has been talking (not about cable services mind you) to one customer this whole time. Everyone else is speeding up to get out of the office. Very poorly managed. read more

check your cable bill. i sure learned the hard way and almost find it hard to believe but spectrum is worse than time warner cable. the fancy commercials belie the fact that no their services are not better, and they are already raising rates without telling us. i hate what they have done to the movie menu, it makes it much harder to find anything and i do not want to go through the whole list of movies every time i want to see something, very poor design. oh and talk about design, their designs are on our wallets. i found out that i am now paying $30 a month for the dvd box, when i thought it was included in the cost of my cable service. also, i called today to lower my bill, took off the premium movie channels and asked for a lower bill/fewer channels, to learn that it was going to cost me $50 more, yes $50 more per month if i wanted to lower my bill with less channels and services........what the h...ll??? please verizon bring your service a bit further north,,so i can tell spectrum good bye!!. Reading through other posts, I should also add that in 2 places I have lived each time, the cable would go out repeatedly, and I mean over and over and over, sometimes for a few minutes sometimes for DAYS. Over the Christmas Holiday a few years ago, I had 1 channel I could get on the TV in the living room, and Time Warner 1. blamed ME, somehow it was MY fault? 2. Would not go to the roof of the building to find out what the f was going on. Finally, I think it was February, a tech did go to the roof and told me that my cable was split a minimum of 8 ways, and that I was getting almost no signal. Good guess, since there was only 1 channel on the TV, the Animal Planet, somehow appropriate. The next apartment, almost the same thing and it took me months to get the techs to look at the box and of course the cable was split only 6 ways this time, again very little signal, slow internet and problems with the TV and phone. Fast forward to new apartment, been here 2 years and found out that the system was installed incorrectly, and had at least 10 techs come in to look in the span of about 5 months, having constant problems with the system up and down. Come to think of it, I am calling Spectrum right now and demand a roll back of the DVD box $30 a month. That came out of the blue, and they should tell you when they are raising fees. I really mad now....... Luckily all the cable companies days are numbered.......free wi-fi will eventually put an end to all the cable companies......and I for one can not wait. read more

Literal garbage. Will not offer any customer service or any opportunities to lodge a complaint, but it's your only option so just resign yourself to whatever they decide to charge you whenever they decide to charge you it! read more

If I could give spectrum a zero star I would , first they have the worst customers service oversee people most of the time accent and sentences in English are impossible to understand, and they don't get what you're saying......SO FRUSTRATING ..... and when you get customers service here ,not friendly ,very robotic .I had some of my channels remove without my consent. ..was quoted a price and when receive bill price was different...time warner had bad review but spectrum is the WORST. ... read more

Time Warner Cable is Evil. In light of Time Warner Cable removing CBS from its line up, I decided to research my own cable service. I am paying an average of $106 a month for high-speed internet and basic television. I am supposed to get "up to" 30 Mbps download speed. I performed several internet speed tests and I averaged "up to" 10 - 11.44 Mbps! I am only getting 1/3 of what I am paying for! I called Time Warner and was on the phone for hours. The only person in the company who had any kind of empathy was a gentleman in the technical support department. He ran a test and concluded the modem I had was outdated. Everyone else basically didn't care. For two years I have been paying for high speed internet but with my service being throttled back by 2/3rds, Time Warner Cable would not give me any kind of refund! This is criminal. I have an appointment in a couple of days to switch out my modem. We shall see if this solves my problem. Has anyone read the news that Time Warner Cable is about to raise out leasing fees for the modem? They will raise our leasing fees from $2.95 a month to $6 a month for our modems! This will fill the coffers of Time Warner Cable to a tune of $250 million dollars more a year; money stolen from customers who are beholden to a monopoly! What's the solution? Buy your own modem. I have a better solution. Get Verizon Fios. Update 1: The appointment was a disaster. Time Warner Cable automatically calls your phone over-and-over again and a recording makes you press the #1 button on your phone or your appointment will be canceled. I pressed the #1 button on my telephone and a recording confirmed my appointment but, guess what? A few hours later, TWC calls you again and again! You miss one call and you're out of luck. Your appointment will be canceled and, of course, TWC will "blame" your missed appointment on you! TWC loves to BLAME you, the customer! This is idiotic. What if you're on the subway the day before your appointment and you miss one of these pre-calls? What if you are on the toilet taking a shit? It is not my responsibility to take another hour out of my day just to make sure that TWC is goint to show up on time when I already have an appointment! It took me days before I finally got a visit. When TWC did show up, the service tech guy did not have the correct modem that I was promised and, again, blamed me. Again, no one cared and I had to raise hell before they finally installed the correct modem. 9/14/13 Update 2: Now I had to upgrade, yet again, to a digital converter box for my T.V. Again, endless phone calls and no service tech guy showed up at my door. A couple of hours ago I finally got an, "issue escalation number". I was promised, with this escalation, that they would be here shortly. Again, no one showed up and TWC said that no one will be showing up and they rescheduled the appointment for another day. Time Warner Cable is Evil. read more

Service out all the time. Takes hours on the phone to get it on again. Never credits your account when they say they will. HORRIBLE!!!

So I've been a time warner cable customer for years and they've always been pretty average, Spectrum takes over and nothing has changed still subpar service, slow internet that goes in and out of service and they also like to take advantage of customers. I called up Spectrum and spoke to someone about a seasonal suspension because I was going back to Australia for a funeral and to spend time with family, knowing this would take a month I called and was told that I could put my cable, modem and phone on a seasonal suspension for the time I was away. Fast forward 1 month I returned to NYC only to have been charged 2 months 1 of those months being the month under seasonal suspension. After calling Spectrum and talking to a representative on the phone I was informed that my seasonal suspension was cancelled due to the fact I was only away for 1 month and that a seasonal suspension only works for over 2 months..... would have been nice to know, seeing as how no one explained this rule to me during my first conversation. Spectrum is aware that my service was completely shut off since I had to call them to re activate my service one month later, however they have no problem charging me for a service they haven't provided not to mention I still have a temporary instillation line hanging out of my window because they failed to come back and install a permanent one. As a customer who's been with TWC and now Spectrum since it's taken over I'm going to end up going with Verizon Fios. If I'm going to get ripped off I'd rather pay a little more for a premium service than get robbed by a corporation who doesn't value its customers. It's a shame I can't leave a zero star rating. read more

I had some problems with my internet and called for a service today. When I asked who I was talking to but agents were refuses to tell me their full names. One said because she is not comfortable giving her name to customers and the others said because of their privacy. How about customers pravicy? read more

What a shit show. So glad I'm canceling my service with you. I first waited almost an hour to get a customer service rep on the phone and then I have to spend an hour in you store waiting to return my damn equipment. You take a number when you walk in and then stand and walt with the rest of the herd. There are ropes in the middle of the place indicating that at some point you also need to wait on line although at the moment it just looks like this is wasted space. There are 13 teller stations but only 5 are open. Then there is one random cable warner person walking around wanting to know how he can help people, but apparently he isn't able to actually be helpful bc he just keeps going from person to person saying someone will be with you shortly. For a company that is losing people in droves I would think they would step up their customer service. 0 stars. read more

The worst customer service. FIOS is so much cheaper. Some of their workers have "attitude" and not the good kind.

So spectrum is the same as any other cable service company. They claim no contracts yet they change a service discount on me without prior notification. My bill went up another $10 because my service discount expired. Never on my bill did it say it would expire. In fact it wasn't noted on bill until they actually did the change. I called customer service and was told this was the best they could do in price. For long time customers, truly is the best they can do? They're just another big company fleecing their customers. Am extremely disappointed with this company - don't listen to their commercials about contract bs when they won't even take care of the customers they have already. read more

Update to my prior comments. I've dropped everything but internet from TW (really the only game in town for any kind of cable service). One, they lied their asses off about the cost of cutting everything but internet ("you'll save only about $20"). They admitted I've made numerous calls about my lack of internet. I was getting 100 megs downstream. The rep's solution? UPGRADE (for more money) to their 200 meg plan, as I could "only expect between 2-10 megs downstream." I said, "so you ADMIT you throttle speeds, and your service sucks, and now you want me to pay MORE for services I'm already expecting?" Very long story short- I had recorded all my conversations with all the reps (who all refused to give me employee I.D. #'s as they're "confidential"). After speaking to about 5 reps, (one, who gave me his I'D. # as "D**"- and it was recorded in their records as such!), and armed with admissions that I was misled, and flat out lied to, I made my way to a supervisor. I ripped him a new one because all he said was, "I can send a technician out to you." However, he did confirm my numerous service calls, and it was improper of "D**" to give out that I.D. "name." I dropped the bomb on him: I have YOU recorded, AND I'm going to make an mp3 of it, and post it to youtube, and send it to corporate. I'm now cable free, and get a solid 40+ megs down most of the time. I have an antenna to capture about 30 local channels in HD, and have a firestick where I can stream Netflix, Youtube, Amazon Prime Video and music (that's linked to my cheapo sound system, Pandora, and a zillion of other apps that give me what I want, and it all sounds GREAT!). If you're thinking of "cutting the cable," google the quote for great tips. You can link a coaxial cable to the rear of your tv to act as an antenna. Take note of how you input your channels: https://www.tablotv.com/tools/ I'm finally liberated from a POS company (aside from internet), that gives shit service. Tip for those that want to live with cable: if a tech comes to your place, and they don't hear from you for 30 days, your "case" is considered closed. If you call on the 31st day, a new case is opened. If you really want to move up the tier, you have to make multiple calls, and possibly have multiple service appointments. As a case remains active over 30 days, THAT'S when the pressure is on, because it's in TW's interest to LOSE you as a customer, because every service visit costs them upwards of $150, so the cost/benefit ratio isn't worth it to them. What IS worth it to them, is those that are willing to pay for shit service, and expect everyone to have an attitude of, "that's just how it is." If you're willing to pay $150/month for essentially nothing, please PayPal all this extra $$ you're willing to throw away to me. It doesn't have to be like this, but it WILL, if you're a willing partner of being scammed. Fuck you, TW. PS: the rep at the service center lied to me about the cost of internet only too. DO YOUR RESEARCH. The prices are right on TW's site. read more