Came to this location to return my cable box. I was t satisfied with the channels provided because my HD antenna actually has more. Chris was very understanding and asked about our internet speeds. I was impressed that it was 4:30pm and there was no wait. He was helpful and I appreciated the customer service. read more

Don't believe the ads about a new "Spectrum", they are still the same. All the prices advertised are for new customers for an introduction period of a year or two, existing customers pay more then double those prices which should tell you new customers what will happen after your introductory period! read more

Worst cable provider ever! It has taken them three techs to fix a problem their equipment was having been cause incompetent workers were not notating the account properly. I would never recommend them to anyone and can't wait till Direct TV comes out and makes the change!! They have long hold times and supervisors hang up on you and Dont call back!! Never will go with this company again! read more

Worst ever service...doubled the price and I got nothing. Horrible digitization on tv, intermittent internet and phone. Escalated problems as far as I could and still have problems. What a joy to cancel their lousy service!!! read more

I switched to TWC about two months ago. In the beginning of July I started experiencing high latency (up to 400ms) during the evenings and only the evenings. $80+ a month for nightly 400ms latency is ridiculous. When tech support was unable to fix my problem remotely, a tech was sent to my home during the day. The tech found no issues and blamed it on my Wifi connection and he altered some channels. We could not tell if this fixed the problem because the problem was only occurring in the evenings. The problems persisted through the evening. Another technician was scheduled for the next day, but again during the daytime. This technician immediately dismissed the problem as a Wifi issue because I was unable to directly connect the modem due to not having a long enough network cable. It seemed lost on the tech that perhaps a long cable should be a standard part of his own gear. I bought a 50 ft ethernet cable, directly connected my modem that evening, and as expected experienced the same problems for which the two techs had given me canned excuses. I called again, went through another hour of T1 tech testing, and eventually asked to speak with retention. I explained I would cancel my service if the problem were not fixed and was told a T3 tech would be sent to my apartment to test the issue in a few days between 6 and 7 PM. This 3rd tech identified there was a problem outside of my apartment and my control. He said he was putting in a ticket to engineering that would take about a week to process and scheduled to return to my apartment a week later. TWC reassigned him as the tech - despite him being the only one who'd confirmed my problems were TWC's fault - and a week later 3 vans and a large truck were at my apartment to diagnose the problem. According to this new group of techs an engineering ticket had never been opened and there were no repairs completed in my area. The new tech again confirmed there was something wrong with the lines coming into my apartment and the complex, but stated he could not fix them that day. He stated an engineering ticket would be opened, provided me his number, and asked that I follow up with him in a few days. A few days passed, I followed up with the tech, and 3 days later I've still received no reply. I called into billing last night to reduce my service and hopefully get some sort of refund for the past month of awful service in the evenings. The representative reduced my speeds without question, but put up a roadblock when it came time to speak to a supervisor. She stated none were available. When I asked about the engineering ticket, she stated there were not records of such tickets for my area. When I asked who I could speak to about it, she said she would create a ticket for a technician supervisor to contact me, but that would take 3-4 business days. So here I am a month later with latency in the 300-400's, waiting, again, for someone to confirm this ticket. I have no direct contact despite a month of issues and TWC techs admitting the problem is on their end. Any attempt to contact former techs goes unanswered. Billing, tech support, and even retention are completely useless in delivering results. TWC has written me off as a customer, apparently considering me not worth the effort, after a month of promising me results. read more

If you thought TWC was bad, stay away from Spectrum. I've been lied to and up charged. I have called them 5 times and visited this Round Rock location without any success. Now waiting on a supervisor to review phone logs because of the lies they have told. I've been a customer since 2005. read more

Time warner is horrible. They are very lucky that ATT doesn't have a faster connection in my area or else I would have never switched. I ordered their internet service only since we have direct tv and when they came out to setup our internet and they cut the cables to our satellite. We were without satellite for over a week before someone made it back out. Right before they made it back out, they sent someone out to burry the internet line. The idiot who did that cut right through our garden lining instead of digging under it and did more damage to our property. Fast forward a couple of months later after no one followed up with us in regards to our damage claims. They pay for some low quality material and offer to replace it with that. We finally decide that we will just forget about it and ask for a credit on our account. The issue is still yet to be resolved and it is going on 5 months now. Worst service ever! I would recommend anyone having issues to report this the Better Business Bureau! read more

I signed up for turbo when I first bought TWC. Now, 3 years later, I find out I'm billed for it - but never received it. I'm too mad to continue this conversation read more

Worst Internet provider's. Told me I didn't pay my bill for 3 months so I provided them with my bank statements proving I paid them. Then they told me they would give me a month free and half my bill for a year alrighty all cool and dandy till I call to pay my bill and they tell me I haven't paid again!!!! Worst customers service ever. Never been called a lier and a thief so many times read more

If you have other options for local broadcast channels besides Spectrum I recommend going that route. I would disconnect all Spectrum services NOW if I could. A technician came to my house and performed 1/2 of the work (telling me his work was complete) and then lied to his dispatch saying I told him I had to leave (I work from home - can't leave). When I called about it it, I was told they believe their technicians before they believe a customer! If I said this my customers, I would be fired. What happen to customer is always right? This organization doesn't give a flip about their customers. I will be making time to find an option to stream local broadcast channels and disconnect Spectrum ASAP. read more

Horrifying customer service. Not only will they make you wait an entire weekend for your installation appointment after you make a 2 hour appointment window, they will lie to you about someone being on their way. They will give you the run around, insisting that a technician is on his way, but will never call you back to say that no, he actually isn't. AVOID AT ALL COSTS!!!!!!!!!! read more

Best Customer Service Award for 2013 goes to Terry Ann at this location. I have been a customer of Time Warner for many years and have had issues over the years but mainly get them resolved in my favor and satisfaction. On my latest visit to the Round Rock location I was in to swap out a balky cable box and replace two ancient remotes. Terry Ann handled those issues in a minute. Then she asked if I wanted to upgrade to turbo internet . I have cable, internet and home phone service with TWC. I said sure as long as it doesn't cost me extra. Terry said "let's take a look because there are several promos that you might be able to take advantage of since you bundle all services." After about 5 minutes,she was able to upgrade my internet,keep all the movie and sports packs I have and save me $50 a month. That's right $50 ! I almost fell out on my feet.Terry said that it would be a good idea to come in every 3 or 4 months to audit my account to check on promos and make sure you are getting the best rate for your services. I'm certainly a believer now. Terry Ann is a treasure in the customer service field and an example of how service should work. read more

Bad phone service wait times, do not honor their deals, and poor device management. I've called many times and their phone support is always experiencing "higher than expected call volume," which is a bad sign given it indicates they're either understaffed or have a constant litany of service issues. We received a letter in the mail, addressed specifically to us, offering a good deal on a cable+internet bundle (new customer pricing). I called and went into this store, and although the letter has our name on it telling us we're eligible, neither of the associates honored the offer letter. This tells me that existing customers are less valuable than new customers, and they aren't afraid to treat us as such. We also recently swapped our cable boxes, and the new box came with a tiny instruction card with the last step on the card telling us to refer to our device's installation guide - but we weren't given another installation guide! After setting it up, restarting it a few times physically, and reactivating it a few times online from our account, the box listed every channel as unable to view without upgrading our account. Our cable service had not changed. Took a few days and a call to customer service to resolve. read more

To begin, they pulled the old bait-and-switch, signing me up for a decent price. Then, after a year raise the price, almost double. They wouldn't work with me and a little rude. Now, I'm waiting forever in the Spectrum in Round Rock (I live in Pflugerville). Long line, 2 slow employees on a Sunday. GO WITH AT&T! This company sucks. Always rude, try to sell you something when you have to call. read more

I went to this location on Sunday 4/22/2018, on behalf of my daughter, as she had a situation with a representative by the name of Faisal on the previous day. This rep. Faisal misled her into believing she was being "bought" out of her current contract with Sprint (as she was not happy with the charges being assessed by Sprint). When she returned to her apartment and logged in she realized that not only did she have a new contract with At&t but she still had the pre-existing contract with Sprint. In addition to the contractual conflict she became wary as Faisal was up-saling her on items and adding on sales of items such as phone case, screen protector, wireless chargers etc... In her explanation of the situation Faisal was talking fast and adding items therefore she felt she was being misled (please read on). She returned to the store and informed Faisal that her Sprint account showed her to have an outstanding contract with Sprint, and the fact that he'd misled her into thinking she was entering a "buy-out" contract, it was only then that Faisal explained to her that he had performed a "trade-in" which was not the same as a "buy-out" and At&t no longer allowed the "buy-out" plan. Faisal first instructed her to inform Sprint that she'd lost her Sprint Iphone and entered a contract with At&t (which would have been a lie). My daughter insisted that he (Faisal) take his phone back and give her, her original phone back; Faisal first claimed he could not do this, then later explaining that he could but would be reprimanded in some way or another. Once my daughter received her original phone, she realized the phone had been swiped clean and it's going to take approximately 48 hours or so to recover her data from icloud. Fast forward to the following day; on Sunday, my daughter discovered that even though Faisal charged her an additional $40.00 for the screen protector that she'd applied to the phone he'd sold her and an additional $45.00 for the cancellation fee to go back to her original phone, she still had a contract with AT&T. This is when I became involved, the two of of went to the At&t store and met up with a young representative by the name of Tyler (Faisal was off today). Tyler in a very professional manner resolved the issue. Customer beware, Corporate beware of whom you have serving your customers. You've lost a potential customer due to a very shady representative, if he's done or attempted to do this to my daughter he's done it to others. read more

be real nice if the assholes didn't continuously throttle my Internet. paying for 100mbs but only getting 20

Just so you know your San Antonio customer service sucks. Seriously time warner is the biggest rip off. Ive recorded call after call trying to get my service tv and internet to work. Now 7 technical guys and 2 months can not tell me why my service black out 32 times in one hour. So i will be taking action just as the comcast customer did. Ive recorded each phone call. With each person ive talked to. 14 to be exact. 2 out of those 14 practice good customer service. Im being charged 462 dollars for service that works less than half the time ive had it. But yet.... i owe time warner 462 dollars. Sounds like "deceptive trade practices" being deceived and told my services are working........ just not all the time.... but yet. ...... I owe time warner 462 for two months worth of property work services. A total of 144 hrs and 56 mins of time that im aware the services arent working. Once again.... I owe time warner 462 dollars for service that only works LESSSS THAN HALF THE TIME! read more

1 is even too high a rating for this company that calls itself a business. Got internet set up with these guys, paid installation and 1st months charges, they called to confirm my install date, a tech came out and set up internet on a Thursday, then by Sunday my service was "placed on hold" for an apparent account balance from an old account. At no time during my encounter with setting up service, or the other 2 times I interacted with the tech and the customer service did anyone tell me there was any issue whatsoever. When I attempted to reach them, the person on chat was of no use and gave me a number to call that of course was only open during regular business hours. So, here I am 2 days after paying $100 for NO SERVICE. Spectrum, you have purchased the most awful company known to all Austinites! read more

Worst customer service, ever. Had an appt. for a technician to install this new digital modem that I'm required to have, now. I've attempted the install 3 times, and had to take time to go to a retail store and trade the modem and remote, because they are bad, and this is after many hours on the phone with tech support. They want to charge me for this install, by the way. I confirm my appt., take off work early, and guess what? Still waiting for that tech. I call to see what happened, and am told that call volumes are unusually high, would I like to be called back, instead of holding? Sure. Still waiting for that call, too. This was Feb 27. I finally get to speak with a human, and am told that my appt. has been rescheduled for March 5th between 11:00 and 12:00. No call, or email to inform me of this change. How can Time Warner take it upon themselves to schedule an appt. for me in the middle of the day, on a work day?? This is a service that I pay 230.00 a month for, by the way. They clearly aren't concerned about losing this revenue, so I'll be taking my business to Direct TV. read more

Let me start with this...I am in the customer service industry so I KNOW that most reviews are from angry people who just need to vent to get along with their lives, and I literally never get on Yelp to review anyone (you can see that by my history) However, I feel like my experience with this entire company should be heard. 3 months ago I moved into my apartment and got TWC because quite honestly they were the cheapest option. (You get what you pay for). Someone came out very promptly to set up my services which I was impressed with. Fast forward only 2 weeks.... My internet was too slow to run Xbox movies off of. So I called. 3 times. With no good answers from anyone, I decided to upgrade my internet to the fastest speed they have (300mps....pppffffttt). A week later I had literally no service at all. The soonest they could get a tech out to me was SIX days later. I wasn't happy but it is what it is...so we watched DVDs for a week and sent our phone 4g through the roof. A tech finally came out on the 6th day and "fixed" it. Needless to say, he didn't fix anything. It took 2 months, and talking to 3 more people to get the credit for the days I had no service. Long story short, I have logged literally every conversation I have ever had with them, and have talked to 21 people over the course of 3 months. When I called yesterday to cancel the service, they had ZERO record that I had even spoken with anyone, much less that TWO technicians have been to my house. Not even sure how that happens..... Basically I am saying, if you want to deal with a company that hires anyone beyond a third grade education....TWC is not the one. It astounds me that one sole company can be so incompetent. read more

When I entered the almost new Time Warner Cable office for the first time, I was impressed with the spaciousness and set-up of the work centers. Each service representative who wasn't with a customer smiled or greeted me in some way and Edward call me to his desk to assist me. He helped me complete some paperwork and sent it off to complete my request. His manner was businesslike but friendly. I felt welcome in the facility and appreciated excellent service. read more

I was a happy customer of Time Warner for 8 years until Spectrum took over. I had a "grandfathered" 300 MBPS internet plan and called customer support with concerns about my bill. The representative informed me that they had a "Spectrum Package" that was 300 MBPS and would instantly save me $20/mo. The rep promised me that my speeds would not change at all. I was excited and agreed. Immediately after getting off the phone, my modem rebooted automatically. I did a speed test at speedtest.net and found out that my speeds were now 100 MBPS. I immediately called customer service and asked why a change had been made when I was promised I would keep my 300+ MBPS speed. The rep told me that the previous rep I had spoken to had lied to me and had switched my plan to their 100 MBPS plan without my authorization. After speaking to a "Customer Service Expert" I was informed that I would have to pay even more to get back to the 300 MBPS plan that I had been paying before I called the first rep! Next, I spoke to someone in the Customer Retention department. They told me that they would work with their manager to make this right. After staying on hold for an hour, they told me that it was going to take more time than expected and they would call me back. I waited until noon the following day and still hadn't received a phone call. I called back and spoke to another person in the Customer Retention department. After explaining the situation, and the fact that I had been lied to several times by several representative, spent many hours on the phone, and have given Spectrum plenty of chances to make this right, I was informed that they are not willing to do what it takes to make this right. So much for customer support. Spectrum does not seem to value its customers at all and I refuse to put myself through this any further. So, after being a loyal customer for 8 years, I will be taking my business elsewhere. read more

After being a customer for so many years time warner has done it for me and made its service unreliable. All the answers I got were different and basically everyone was covering each other. The supervisors were no help since all they do is stick with policy or they claim to. My speeds were not what I was supposed to be getting, so if any of you are having this problem before you call to get refund makes sure you guys have a history of every time that your internet doesn't work or otherwise you won't get far and won't get anything back besides an insulting 2 hr conversation with a manager/sup that will not listen to you. They had no answers for what I had to say. Even the "presidents office lady" called me and was more rude than the precious employees I've talked to. She also hung up on me since she felt that it was time to end the call. What will I be doing next? Search for a new ISP near my area after being with TWC over 3 years. read more

This review is for the customer service at the TWC store off University Blvd by Ikea, and overall experience with TWC. I have never left a store so frustrated before; I am in retail/sales and I would never stand for my store to deliver (or lack thereof) the slow pace with which they carry out the guest experience. No sense of urgency whatsoever, and don't even bother following their guidelines which say to "sign in" as if to get a number in line, because they'll just take whomever and forget to call you up to the desk. I was in that store for over an hour just to return equipment (I had already canceled my service with them). Unapologetic, when a new employee *finally* came out from the back to help the growing line, I pointed out that I didn't understand why there was a need to sign in if the desk clerks were going to just disregard the order of names and pick whomever made a fake line out of themselves. He just said oh, we're getting used to it. I mean, come on, TWC get with it! I am usually calm and collected, but this experience had me fuming. And overall one of the worst internet companies to go with - the serviceman who came to my apartment to install the modem and whatever (something I could've done on my own) came cursing like a sailor, yelling everytime he couldn't connect to the service provider... And started to smoke inside my house. As a non-smoker I was appalled. Do not go with this provider, pick AT&T Uverse or someone else!!! Consider yourself warned. read more

i received a notice i could increase my internet speed for free.all i had to do is request for a new modem at no cost. i sent for it , and got after about 3 wks. it was installed and old one returned. i got my bill, and quess what. an increase in monthly service. i called and was told that was for wi-fi. i was never told or the letter i received form them indicated and extra charges. what a misleading scams , this turned up to be. i returned the new box , and back to the std. speed. what a waste of time and gas for me. really really disappointed. read more

I have been a TWC customer for over 20 years, but it does not cut you any slack as far as they are concerned. I am fully aware of the calls you have to make when your "bundle" expires and the battle must begin. Most of the time, you had to get to customer solutions to REALLY resolve the cost issues and get a better deal after dealing with the customer service people (mostly, they are not from some other country). My final straw was with two letters they sent me. I got a letter in Nov 2014 that my package was going to expire, I was paying 102.23 for digital cable and 15MBPS internet service and the just appreciate me SO MUCH, they were offering to increase it to a mere 115.22 per month (plus all the taxes and add-ons) and it would be valid until Nov 2015. So I bite, no action on my part is necessary, as stated in the letter. I guess, because I did NOT call to battle for a lower rate, I get a NEW letter dated Feb 2015 and it states that my current rate of 115.22 was now going to expire on March 7, 2015 and, as they appreciate my business and loyalty SO MUCH, they are going to increase it again to 132.23 a month!!! I get a new bill from TWC and it's over $150.00!!! For Basic digital cable, no pay channels like HBO and 15MBPS internet?? Now, I'm angry and I call up customer service and ask "what the heck, I have this letter stating my rate of 115.22 is good until Nov 2015" and you send me another saying it is expiring 6 months early???? They claimed no knowledge of the first letter, only the second one. I asked for customer solutions and was told "I just spoke with them and they will not make you a better offer" and basically would not put me thru. I told her that's it and decided it was time to cut ties with TWC. Several of my family members have had Direct TV for a long time and no problems. I always had problems with the digital cable, them doing a remote re-boot of my receiver (that took TWENTY MINUTES to finally come back on), it would lock up in really cold temps and heavy rain and when I asked the DTV users I knew, they never had an issue with weather. I went to DTV and my bill dropped to under 67.00 per month. Goodbye and good riddence to their "appreciation, valued customer" BS. I guess they feel like because they are the ONLY cable provider in this area they can do whatever they want. Adios TWC. read more