The computer says no... I continue to be amazed at TWCs failure to grasp the concept of customer service. Today I explained that they had made a mistake with my face-to-face order from one week prior. The logs clearly indicated it was a mistake on thier part, yet they said there was nothing they could do to remedy it. Goodbye TWC read more

This review is in reference to Time Warner's SERVICE. They are HORRIBLE. If I could get FiOS I would do so in a heartbeat. Not only is their service spotty, but it is also insanely expensive! I pay just shy of $50 a month for internet service that has gone down for a week or more at a time. Add to this their extortionist tactics of collecting payments. Which is what lead me to write this review. In order to get my service restored I had to make a partial payment and give my credit card or bank account information to set up a second payment automatically. So... The second payment did not go through (according to them, but there was more than enough money in my account) and instead of calling me, they cut off my service AND charged me a $5.99 reconnect fee. I have no record of an attempted charge on my debit card. read more

Background: needed to exchange modem since mine was broken; went in on a Thursday at 1:30pm. My internet all of a sudden stopped working when I was sick and trying to work from home - so not a great day to begin with. When the woman said I would have to go and exchange it for a new one I was a little annoyed (especially after she told me I should have one with 5x the speed capability, since that's what I was paying for - good to know, but wish they had given that to me from the beginning!). To continue the day's theme, got to the metro station and all the machines were down on both the uptown and downtown sides. Anyway, by the time I DID make it there, I wasn't in a super great mood. The place was very clean, neat, new-looking, and air-conditioned (I saw someone said it was a boiler room, but in my summer clothing, I was a bit chilly within a few minutes). A friendly woman greeted me when I walked in, asked why I was there, then gave me a number. I think they called 270-something when I sat down and within 5-10 minute my number (284) was called. I explained the situation to the gentleman; he was super polite and I was walking out the door with a new modem less than 5 minutes later. Now hopefully the modem works when I get home, but in terms of this TWC storefront I had no issues whatsoever and it was a good customer experience. read more

Be prepared to wait 20 minutes to return a cable box. I am so glad to be rid of this gawd-awful company once and for all.

Maybe I was just lucky, but I was in and out of this place in under 10 minutes to return a cable box. Service was great, from the woman who greeted me when I first walked in and asked me what I wanted, to the woman who processed my request. The place looked clean and the AC was blasting. I had brought a lot of reading materials expecting a DMV-like wait and barely got through anything. Now, if I didn't have to wait at all, I would've given this place 5 stars. Then again, unicorns don't exist either. read more

This is the ABSOLUTE WORST company for internet I have EVER dealt with. I initiated service three weeks ago, it took them two weeks to get me a router, and for the past week of having a router, I've had to reboot it 7-10 times a day. Service keeps going out. I've spent a total of 26 hours on the phone since I first made contact with them calling to try to fix these problems and have found that each dispatcher and employee has CREATED NEW PROBLEMS FOR ME, that then, I have to "go up the chain of command" to solve--only to find out that supervisors REFUSE TO CALL YOU TO MAKE THINGS RIGHT OR ACTUALLY FIX YOUR PROBLEM. They gave me an appointment to have someone come check out my router for Tuesday and then without my consent changed the appointment to a day earlier, when I specifically said I wasn't available. I've spent four hours on the phone trying to fix that problem alone, and everyone is lacking in accountability. Now, "their best" is giving me a Thursday appointment, which is two days after it was originally given. Meanwhile, I don't have internet. And no one is accountable. There is no way to get through to a supervisor or management. You just deal with endless amounts of entry level bot-like people who don't know what they're doing and aren't trained with correct information. This company is EVIL. THEY ARE LITERALLY SATAN. STAY AWAY! AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID! read more

Review is for the cable service itself, not the store at this location. While the staff at this location have all been friendly, helpful and efficient, the cable tv service is poor, very poor. I was a legacy TWC customer who also had my bill hiked up from $135 to over $200 in a very short time. I canceled everything but Internet. Then, a month later I went back for a triple-play package and got a reasonable rate. Problem is, the equipment, the DVR/cable box, is a piece of crap. It's slow to respond, I get pixelated images way too often, stuttering audio, just basically garbage. I have to reboot at least a couple times a week.The remote either doesn't respond or responds twice for each button press. How can Spectrum advertise the way they do, claiming superior service, when what they provide is clearly sub-standard? What is this, 1999 all over again? Another serious problem: with TWC the cable box had up to six tuners: I could record 6 shows simultaneously. This crappy Spectrum box has only *two*, meaning conflicts arise *hourly.* When I called to inquire -- because some of the copy on the web site claimed up to six shows at a time -- I was told, NOPE. {Basically, you're screwed, customer!.} I'm looking into FiOS and believe me I"ll drop this rotten potato as soon as I can, and I *urge everyone* to avoid Spectrum if at all possible. read more

Not only does this place move at a snails pace but the guy who mans to door is SUPER rude. Been waiting forever for my turn. Let's hope the guys behind the kiosk can redeem this place but it's sure not looking good. Costs way too much every month for this service for their centers to be so poorly run. read more

Worst customer service I have ever had! Was just there to drop off my old cable modem. Put me in queue and wouldn't let me just drop it off. I told them I didn't need a receipt, still refused. Asked for manager, they said just wait in queue. 15 min later, I was desperate and started trying to find customer service # to complain/escalate. Finally saw you could use UPS (nice of the woman not to tell me that when I canceled in first place - could have save tons of aggravation. On the other hand why hadn't any of the five employees standing around in the store tell me that - oh yeah, cause they are lazy, worthless and actively hate and try to piss off their customers). Went around corner, 1 min it took to scan the damn thing, give me my receipt and I was out the door! The spectrum people on the other hand had 10 employees - 3 of which actually were working. The others were lounging about actively ignoring the customers. This place needs to be closed down. I never want people to lose their job... but in this case... they all need to be fired. #revokespectruminNY. Should be zero star option! read more

Unfortunately you might not have too many options when it come to an internet or cable provider, but if you have a choice choose someone else first and see how they do first. If you have to use Spectrum be advised that that internet does cut out off and on. When you call about this they don't really address it or give you a credit. Also, be advised that they will charge you the full month of a bill even if you are disconnecting it on the first day of that bill. I found that out first hand and was never told that when signing up. I know that because that would be a red flag for me and might have timed my connection when I knew I would be moving out. Since a manger also confirmed when I escalated my call that you also can't pick your billing date. I had them for 14 months and that sealed the deal for me that like most cable companies they care nothing about the customer and possibly losing future customers and only on making profit now. We'll see how long that business model lasts. read more

I've had Spectrum for over a year. They have come out to repair my cable over 10 times and it just went out again. Worst customer service. I had to schedule a callback for tomorrow night because nobody picks up. They say it's unusual call volume. But if it's always like that then it's not unusual it's just the way it is. read more

Name change suggestions for this place: "Time Warner MAFIA" or "Hell on Earth". A great new slogan I suggest for TWC's next TV campaign, where they'll be looking for more victims: "We will F**K with you until you can't take us any longer, We'll be there with you, every step along your way to complete INSANITY". Pros: When TWC's services work, they work. It's good enough to be happy, WHEN IT WORKS THE WAY IT IS SUPPOSED TO WORK. (hit or miss with TWC's equipment from China).If you like to gamble, by all means go for it.: ) Cons: If you have issues of ANY kind, all HELL will break loose. This is not a threat, it's a promise. I'm not exaggerating. First of all, before calling for help, make sure that there was REALLY NOTHING else in the world that you could have done better from your end to fix the issue, because, let me tell you: Giving birth to triplets has got to be easier than sitting through an average 2(!) hour long phone ride through hell and back, talking and dealing with the robots & employees of TWC. This should be forbidden, I swear. So what WAS my point here? -- (I believe I lost my mind again today.....) TWC sent me some threat in the mail, saying that if I didn't get their new digital Transport Adapter, I would lose all my services. I was lucky enough to have my unsuspecting girlfriend from Chile make the phone call for me to order it. I know, I know.... Friends don't let friends call TWC, but hey: She owed me a favor! 40 minutes later, the device was on the way. So in the mail arrived a few days later my digital cable box to 'upgrade'. I connect this crap, really doing the very best I can to make no mistakes... And then.... there it is... in big letters on my TV screen... the horrible notice that I have to CALL to activate/authorize this device. My breath stops.... my heart skips a beat....my mouth feels dry, as I realize what can of worms I opened here. From this point on, there is no way back. I realize that I'm about to be put on TWC's rollercoaster from hell, and TWC won't let me off until they are done with me. Oh. My. God... Call.... TWC? Please..... If there is a God.... Please??? (God Grant me the serenity.....) Today's telephone session in a 'nutshell': So I called and was pinballed from one robot to a department, and in between had to endure the most agonizing waiting music ever, then was told by department A that I had to speak to department B, got referred to Department C. I also had a question regarding my service. For this, I had to speak to department D. Each time I had to repeat my name, address, phone number & security code. These guys managed to drive me to absolute insanity again today. Yes, Time Warner Cable: You master this crap. Pushing people to the point of insanity, to the point that your clients can't even spell their own name anymore by the time you're done with them.... To the point that they can't even remember anymore what they called about in the first place. To the point that you seriously want to throw yourself out of a window, that's how desperate you make us feel, TWC. Seriously. So... Back to today's phone call: After all the robots, most annoying, horrible waiting music and all the department to department referral pinball games that TWC put me through, the bottom-line is that I have a faulty new digital cable box. Company will send me a TWC guy on Friday to ensure that my internet is working again while receiving another new digital Transport Adapter that works for a change. That's what they promised. I don't believe anything until I see this person, and until my stuff is fixed & works like a charm. Meanwhile, TWC now put my entire internet connection on HOLD (It actually worked before I called!!!), so after two hours, I basically have LESS services available to me than BEFORE I called. Yes, ladies and gentlemen: Only with TWC will this kind of crap happen. And Ashton Kutcher won't pop up either, saying 'You got Punked', because this hell is TWC's reality. Thank God for my T-Mobile hotspot, or else I couldn't even warn you guys and write a review about all of this. If God gave me FIOS, I would switch over in a heartbeat. But we're still stuck with TWC in my neighborhood. One more thing: Keep an eye on your monthly charges. Once a year, TWC will suddenly increase your monthly bill without further notice. You'll have to call, threaten that you want to leave, and suddenly they can bundle things up in such a way that your monthly bill is 25 bucks less than before, while keeping the same services. But you have to call and deal with them. Keep an eye on that bill. And when you collected the courage to make that call, make sure you have hours and hours of time at your hand. You're gonna need it. ;) read more

Today we went in to pick up our new modem after becoming new Spectrum clients. On our ride home, I received an email that our order had been canceled. We tried to set up our modem at home and it wouldn't recognize our account. We called the customer service and they said "oh weird. the person at the store must have hit cancel rather than complete." I think the person's name was Ana or Angie. Not sure how competent the employees are at the store here. She also told us it was a "plug and play" situation and super simple to set up, which was not accurate even if our account hadn't been canceled. read more

I've been a customer of spectrum less than 30 days and have had nothing but issues. I've been over charged, never refunded, and dealt with nothing but headaches. Whatever you do, do not sign up for any services this company offers! read more

I would jump in a pool of shit and do two laps butterfly before I'd spend another 45 minutes waiting in line - first outside, then inside - at this hellhole. While I was there, there was an almost brawl between two customers, a security guard who at times looked like he was questioning God about what he did in another life to end up with his job, rude employees who took this job after they didn't get a callback from the parks department, and a prevailing I-could-give-a-fuck attitude running rampant. I hate this place. I absolutely hate this place. Don't go!!!! Just wait in limbo for the cable man to miss the first four appointments you make with TWC before he actually shows up. read more

Without warning bill jumped by one-third. At no time was my previous rate referred to as a 'promotional rate' until after the rate jump. No other internet service provider in my area! It's a crooked and illegal monopoly. read more

I am very disappointed with Spectrum Service. I had an appointment today from 12 -2. The technician arrived past 4 pm. He was overbooked. He had already 6 appointments by the time he arrived at my place. I never had this problem when it was Time Warner. I called the customer service and I was told the technician would call me back in 90 minutes. Are you kidding me? The office could not contact the technician to find out his status. This is NOT WORKING!!! viviane topp read more

I wish I could give time warner negative 1 million stars. I rather live the rest of my life in a cave without any kind of internet/tv/phone service than to ever have to deal with these useless fools again. Seriously have to spend hours on the phone to get them to do anything and no one knows what they are talking about and then when you call again to follow up they don't even have any record of the first call to begin with so you have to start all over again....AGGGHHHHHHH!!!!!!!!!!!!!!!!! read more

Yes, I'm another one who is very disappointed with this company. Their customer service takes extra time/work to get anything constructive from, the 'store' takes an hour and half to make your way to a salesperson, and, apparently, company policy varies with the employee you speak to. Today I attempted to take my rental modem back and stop paying TW for it. When picked up this equipment I was told that I could bypass the 1 1/2 hour line when returning it by showing my receipt. Today I was told that Rob (the original sales rep) no longer worked there, so I would have to wait in line. This was Frank speaking. The employees have no employee number, so you can only refer to them by their first name. (What kind of company is this? How can you report your problems to the company? You can't ... it's 'chat' only, unless you want to try the customer generated 'forum.') Frank told me that I could choose to mail the TW modem in, but that I would have to pay the postage. This, after going out of my way to get to this store. TW charges too much money for to provide this poor service. Urgh! read more

One last bit of hell they make you go through before your service is officially cancelled. I was only number 44 in line once I got here. You can make online appointments, but I didn't expect it would take this long to give them their stuff back. And the worst part is if you leave and don't get to return your stuff, they still charge you like you never cancelled in the first place. Came here on a Friday at about 5:30. Most of the employees were nice here however. And extra credit to them because they put up with all the frustration everyone has with Time Warner now Spectrum. read more

Dumb us! We thought we would save a little money by switching from Verizon (where our bill had just doubled) to Time Warner. After over a week and (I counted after the first day or so) at least 30+ hours on the telephone, we still have no phone service (try being the football being kicked back and forth between those two trying to straighten that out!) My physician husband's patients can't call him (one in the hospital as a result), and my blood pressure is rising. Time Warner: "Verizon won't release your numbers." Verizon: "Time Warner needs to request the numbers." Time Warner: "We can't ask to have the numbers ported over, you have to do it." Anyone out there have a solution? read more

Today I went into this spectrum store to exchange my modem which stopped working and was told to visit a store to replace it for a faster one. (Which i was skeptical to do so). Let me begin by saying how efficient my experience was at this location. When I first came in i sat for 2 minutes and then was greeted by a young lady name Ana. She greeted me with a warm smile and asked what was wrong with my modem. I explained to her what happened and she apologized and mentioned that I was having problems with my modem because it was an old modem. I later asked her if there's anything that I can remove to lower my bill since I'm paying a significant high amount for my services. She said yes and explained how spectrum's pricing and packages are broken down. She lowered my bill to a reasonable price which I'm very happy about. Ana was very knowledgeable and patient. read more

I pay for 10 mbps but effectively get less than one tenth of what I pay for because of channel overcrowding. They are also a monopoly in my neighborhood. It is like dealing with the mafia. I despise this company. read more

Just awful After wating for over an hour and a half (#61!) I was given a replacement box. And then still had to call Spectrum from home to reactivate??? my service. Of course, wait time on hold was 45 minutes. DUMP SPECTRUM! read more

I really can't believe I'm about to write this, but I was in and out of this location in less than five minutes. Seriously. I believe it was 4mins to be exact. I went around 2pm and expected a huge wait to return my cable box and modem...I had a book, work stuff...etc. I pulled a deli number, sat down, and less than 60 secs later was called. Out the door a couple minutes later. Amazing. read more

Yet another reason to hate time warner cable. 30 min wait just return equipment. You must be kidding me?! I specifically asked a rep if I really needed to wait just to return equipment. She said yes, but suggested I come back Sunday cause nobody knows they are open. I asked if I could mail it, she gave me an address and informed me it would be at my own expense. How I long for FIOS, which provides exceedingly better service and lets you mail the box back providing you with the packing supplies free of charge. If only there were other options in my area. read more

If there were less stars possible, I would give it. After a vacation, I came to my internet service not working. I made an appointment for a technician, which they scheduled for 5 days later. Everyday, I received a robocall asking me to confirm. After leaving work early, I get home, receive another robocall to confirm I am home which I do. It says a technician is on the way. Lo and behold, an hour and a half later, no one has shown up. I call time warner to learn that my appointment was "canceled" because I was not home at the time the technician came. This technician is a liar and I wonder how many other people this is happening to. This is ridiculous. read more

I despise Time Warner to the depths of my sole. They are a despicable company. You can spend two hours on the phone with them working to reduce a staggering bill and they will just lie to your face. They have a monopoly in NY City and they milk the residents for every penny they have. They are thieves and liars. Listen up Time Warner, Fios is coming to my bulding in three months and I can't wait to cancel your services after 6 miserable years. read more

This company could not be more poorly run. Nobody on the telephone can provide you with any actual information. I made an appointment to have my internet disconnected in July and they both turned off my internet and showed up to take the box away today- over 3 weeks early. The technician they sent to get the box doesn't know anything about the scheduling nor is he willing/able to find out why this happened. He directed me to call customer service. After an hour of pulling out my hair and repeating my phone number and name to multiple people, I find out that you CAN'T MAKE appointments to cancel your service that early. Well then how is it that I made that appointment a week ago and they said I could? Back to my original point- nobody on the telephone knows anything nor can they provide you with any information. Do not trust them. They will disappoint you. read more

Dealing with Time Warner is a very mixed bag in NYC. My most recent move was particularly frustrating: using the website I booked an appointment for installation of internet service for a few days later and was promised by the site someone would get back to me in 24 hrs to confirm once of the slots I had selected. I made plans accordingly to take time off work, schedule move, etc. Two days later I called because I had not heard from anyone and they informed me that they could not find my address in their system and that they would have to send someone out to survey the building sometime in the next 7-10 days!?! I went through all the possible alternative spellings of my address that I could think of: St, Street / Place, Pl / etc.. I verified with my landlord that Time Warner is the only service provider in the building and nearly all apartments in the building have service with them. It is really beyond comprehension that an INTERNET service provider does not have access to better tools / methods for verifying addresses in this era. In the end it turned out in their TWC system my address is listed as "St. Nich's Pl." rather than "St. Nicholas Place" -- really didn't think they would abbreviate the name of a street, but eventually after three calls someone finally located the address because she had helped someone in another building with it before. Several thousand people live on this street and it is really unbelievable to me that this problem has not been fixed. After they finally locate my address they informed me the next available appointment was more than 2 WEEKS later! Alright, I get it that there are snow storms and that's slowing things down, but 2 weeks to turn on a utility in a building where they are the sole provider seems a bit long. Unwilling to wait that long I asked if I could simply do the work myself and they said yes, so I found videos online on how to clip the installed cable wire, install the connector, and connect it to the modem I purchased (higher-end version than the one they provide that broke several times in the past) to avoid paying the $5.99 monthly fee they charge for the basic equipment required to utilize their service. Went to Radio Shack and Best Buy, bought what I needed for under $10 and did the "install" in 5 minutes. I called to activate the service as they said I could and luckily connected with an extremely helpful tech support person who was really trying very hard to get things working for me -- really a pleasure to work with, but he looked in the infamous TWC system and found that they deactivated something after the last tenant moved out and a technician would have to come to the building (that they are really unclear if they provide service to) and turn something on manually. Luckily this really helpful tech support person was able to find a much much sooner appointment than the previous people I had spoken with -- only 5 days later (three days after I move into the apartment). In the process he told me they upgraded me to their fastest service for free, which I really appreciate and look forward to using, but this process of getting internet set up has been extremely frustrating and I cannot help but feel it is because Time Warner Cable has no meaningful competition in New York City. All the other utilities have improved their customer service over the years but TWC still lags behind. With the announced merger with Comcast -- I'm fearful for what the future holds. The times I have visited the service centers in Manhattan I have been very impressed, several of the people I spoke with from tech support and service relocation were very nice and apologetic -- trying to help but their system is terribly antiquated. I hope Time Warner Cable / Comcast will learn from some part of this and improve their customers service / systems. read more

How can a company that has a monopoly, on what is now an essential utility, have such poor service. I am not talking about their people, who in general are very nice, I am talking about keeping the internet from going down. There are hundreds of business that rely on their service and yet they were down TWICE last week. Where is their redundancy? NYC should pull their contract. read more

When I arrived I was number 18 in line and in less than 10 minutes I was served. The people at this store were incredibly quick and polite. The store itself was clean and organized. read more

I went to the spectrum store to get WiFi set up in my apartment. The store was busy but the queue moved pretty quickly. The sales associate who helped me was very nice and friendly. She answered all my questions, and got the whole process done with quickly and easily. read more

I got Time Warner in November. The first thing they did was mess up my address. I live in Forest Hills and they put Flushing. They say they cannot do anything to change it over the phone even though they are the one who make the mistake. They said I need to go to the office to change it myself. The technician came and bring the wrong box. They took a long time to change the order with many many problems and that was a nightmare. One technician even leave the rubbish on my bed. After the cable is installed the channels are giving major problems. Some small, some dark and some missing. At times the channels take long to load. For no reason at times the Internet goes down. I miss work on a few occasions with many stress trying to sort it out. In most occasions the customers service comes on the phone very apprehensive and rude. The technicians are no different. From what I understand from one of the technicians is that the agents give notes to the technician to what kind of person you are and prepare them for you. So they already come with a preconceive notion of you and ready to take you on. I mean, aggressively argue with you. In a nutshell, they gang up and blame the customers read more

bottom line... if you have any other options, DO IT! And God bless the souls working in customer service having to deal with a horrible company and the many complaints they bring in. read more

Horrible service. Never on time for installation appointment. Have been using their service for years and it got a good reputation for not on time. Internet speed is horrible compare to the price I'm paying. Don't waste time and energy on this provider, just don't. read more

Do you like having "high speed" Internet that is only sporadically functional? Do you like random and conflicting explanations for why said Internet service is spotty and poor half the time, even after their technicians visit your apartment to diagnose? Do you like "customer service" representatives who berate and challenge you when you try to disconnect your service, and then disconnect your service prematurely out of spite? If so, TWC is the provider for you! THANK GOD FIOS finally came to my neighborhood. read more

Time-Warner is the company from hell, but my pricy condo won't allow Fios because they'd have to run wires through the hallways. TW gave me a cable DVR box that has failed within 6 months. (As a matter of fact, when they installed this one, they first put in one that didn't work from the get-go, had to go down to the truck and get another). When this one failed I made 4 calls, each time hung up after 20 minutes on hold. Finally got someone, couldn't give me an appt. for 5 days. OK, got the appt., then EVERY SINGLE DAY I get a robocall asking me to confirm. So now is the day of the appointment, no one arrives. I call them, on hold for 20 minutes. Hang up, get another robocall that they're on their way. But still no one has arrived. Oh God, free me from Time-Warner!!!! read more

I have returned other people's equipment twice at this store. They are totally overwhelmed here, and some of the employees are downright surly. You need to get a ticket from the kiosk when you enter and wait for your number to be called from a single queue. The kiosk has 2 choices "return" or "customer service" and the employee there will only let you select "customer service". Last Saturday afternoon, the line was out the door. On a Tuesday afternoon my number indicated about 80 people ahead of me and a 1 hour, 8 minute wait time. You can leave the store and come back with your ticket later, at least. But equipment returns are so simple compared to people disputing their bills or whatever, there should definitely be an express line for returns. read more

I can not imagine anything worse than having to deal with Time Warner Cable. They missed their first appointment and left me without cable and internet for a week. It was a real hassle. I am switching to fios. read more