Went into the store to return my modem and the guy was very nice and got my concerns sorted out. Was quick and efficient and much better than the rude customer service in the phone. read more

Update: BofA denied this company's attempt to charge me a monthly cable fee after I moved. Illicit company top to bottom.

Unbelievably bad customer service served with a slice of attitude and ignorance! Don't go here

Over charge. Scammed me over and over on charges. Every time I catch it and get a refund. Finally a first year promotion scam ended. Another way to raise rates. Cancelling altogether. At least be honest. The most disgusting company ethics ever. Do not use. read more

GARBAGE. SPECTRUM SUCKS. went to return the new router they sent me. 40 minutes later the store opened as the employees couldn't arrive at 10 am when the store was supposed to open and now I get a bill with a $10 self activation fee to activate the router. I called prior and asked if any costs were involved and was told NO. THIS IF FRAUD. read more

This is now operated by Spectrum Internet/cable. This review is for the cable and Internet services of the company. Classic problems with hold time on the phone, and not being able to cancel service easily. Who remembers a pin number they may have set up years ago? Who knows the security code on their bill?? I was told these are required to cancel my service, and that is ridiculous. And that was after I completed the automated menu, and was transferred twice. They need to update their customer service, and be able to do simple requests like this online. Too many years of extra charges, as well. Not recommended for internet and cable. (Note: The in-person location has helpful staff. Just be prepared to wait a bit.) read more

Twenty people in line and only 2 lines open. I started off at #14. I'm now at #9. I've been waiting an hour and 10 minutes.

Get a text, sending new modem, yours is out of date, no mention of router, delivered by a random person, New modem doesn't work with old router, we are all working from home, they tried to connect. I had to go to a store on a Sunday afternoon, to get a router, luckily the store was open & very helpful A commutation company should have good communication, but they do not Not happy with the service, I pay plenty $$ read more

This place is amazing!!!! Super fast service, super friendly staff. Was in and out in less than 5 minutes, no joke. Was able to cancel my service with no hassle at all. If you want to skip the headache of doing things over the phone go here!!!! You can disregard all the other reviews because this place has totally changed from what I was reading before. Flat screen tv for the people waiting and parking right out front. read more

Wow. I wish I'd checked Yelp before signing up for TWC SoCal. Clearly things would have turned out differently. The service I get is OK -- I probably have 100 channels (no specialty ones though) and I have the DVR, which I really like and have learned I cannot live without, but I feel like I'm getting spanked every time I get the bill. And NOT in a good way. The customer service is really appalling. I recently had to call 4 different numbers before I got the right rep to help me and each place denied that that number wasn't readily available on my bill. And before that, I had to go through COUNTLESS prompts, which is a big, big, big customer service no-no. The customer reps -- once you get one -- are nice enough, and as far as I can tell, they DO want to help, but really aren't able to help you most of the time because it's a service outage or something with your bill that they need a supervisor for. Usually when I call it's because my internet is out (which is THE WORST because I VPN into an east coast office every day and my paycheck depends on the internet working). I'm not a happy customer but I don't know where else to turn in SoCal without having to get a crappy Dish. read more

If I could give this place a 0 star, I would!!!! There was a line of around 8 people and 3 workers behind the window. However, 1 of the employees was picking her butt and counting money instead of helping us in line and another employee decided to leave and not come back for 10 minutes! ARE YOU SERIOUS!!! Worst place ever. I would rather go to the DMV than here, and I dislike the DMV with a passion. read more

I was an AT&T customer for 7 years no problem. Switched to Spectrum this year due to a promotion they were having with their new phones. I wanted the internet and new phone bundle. Worse mistake! Customer service sucks with them. They only care about making money didn't make me feel valued. So I quickly left them for T-Mobile considering the manageable prices. Customers can stay loyal for life if they feel valued! At spectrum I did not feel valued and I have given them bad reviews and recommending everyone I know not to go with them. One customer you neglect you can lose out on potential new customers! Spectrum will never get another dime out of me. I'm happy to pay for great quality service with a company that values their customers. read more

So I was searching on yelp for TW to write up a review. There must be at least 100 TW listings on Yelp alone and ALL of them have a rating of 1-2 stars (mostly 1-star reviews). I guess my question is, WHY IS TW STILL IN BUSINESS????!!!! From reading everyone's reviews, I feel so much better that I'm not alone in this. TW didn't make the transition easy for me when I moved last month. I spent most of my Monday morning to figure this out: - 2 weeks ago, I got a credit of $32.53 for the service from my previous apt. (I later verfied with TW rep that they haven't issued a check yet) - 1 week ago, TW send me a monthly bill for the service from my previous apt to my new apt. - I wanted to register online to pay my bill. When I entered my acct#, they disabled me (later I found out it was my old acct#). - They don't want to give me my new account number over the phone without a serial number on my cable box (which is at home and I was at work). I only needed the number to sign up online. - I spent 20 mins talking to the 1st TW rep, "Marilyn" this morning. She couldn't find me in the system. So she transfered me to another rep. She didn't explain to the new rep my situation so I had to spend another 10 mins explaining to the new rep. So another 20 mins later the new rep tells me to simply ignore my $90 bill and that it was a mistake. Then I asked her how do I know that TW is not gonna send me a diliquent bill or a late payment fee if I ignored this bill. She told me again to simply ignore it. I know the bill was for my old apt service, but how do I know there's not a monkey working at TW that's gonna mistakenly charge me a late payment fee or send a threatening letter that I missed my bill? She started arguing with me and I asked to speak to her supervisor. She continued to argue with me and try to explain to me once again to ignore the bill. I calmly asked her again to transfer me to her supervisor. After another 10 mins, I got to talk to the supervisor. He didn't have an answer as to why I was still getting billed for my previous service....assured me to ignore the bill and that my old account is closed. I spent close to an hour this morning and still have this nagging feeling like shit's gonna go down. I can guarantee some idiot TW rep is gonna send me another bill for my old service. And I'd have to spend another hour of my time to hatch this shit out. The only good thing that came out of my service with TW for the past 3 years is... -The cable guy is good and helpful in hooking up cable each time I move -TW in Culver City where I dropped off my old cable box was easy and efficient And that's it. I really believe there are monkeys working at TW. read more

If you live in the 310, you get no love from Time Warner. None. So little love, in fact, that it is actually colder here. Service could not be worse unless they actually trained all the employees to be rude, uninformed and useless. Okay, I understand Adelphia recently signed a pact with the devil -- I mean *merged* with Time Warner, but that is no excuse, people! All added up, I have literally wasted 6 hours of my (fast-paced and exciting) life waiting around for Time Warner. Four hours waiting for the person to come and install the cable box and the other two hours are a moderate estimate of how long I have been kept on hold in the past two days. And why have I been calling? Because they charged me an extra $60 on my bill. The thing that really gets my goat is those commercials about Time Warner's guarantee to be on time. LIARS. You know what you get when they don't show up and you have to call and reschedule? You get $20 whole dollars credited to your account. Yep, $20 that they will forget to credit to your account. The only reason I am giving them one star (okay, other than the fact that I can't not give them a star) is that at one point I was transferred over to New York (thanks, geniuses) and had a lovely little chat with Gregory about how terrible Time Warner is. He was sympathetic and I didn't even have to yell. read more

A review of Time Warner Cable, via haiku: Time Warner Cable: Your services are awful, your tv ads lie. although I never knew Adelphia, it seems like those were the days. your phone reps seem like they are only able to make problems much worse. I yearn for the day when you'll crawl back to the rock from which you first came Time Warner Cable, you're a black banana with a greasy black peel. read more

I can't imagine this particular LOCATION is due its ridiculously low rating. Sure, the service itself is flawed to no end ... particularly the ability to switch deal rates and the flagrant inability to get a live person on the phone in less than 20-25 minutes, but that shouldn't be factored into what goes on at a Time Warner brick-and-mortar location. I had a perfectly reasonable encounter, here. We had a work order placed during a phone call (our router/modem hybrid device was no longer accepting new devices). They had us try one thing. It didn't work. They put in a new order for a fresh piece of equipment. We told them this location was only a few miles from our home. They told us there was a device here for pickup. I unhooked the old one, drove down. Got the new one and signed the paperwork in probably 6 minutes. Very easy, mostly painless, as far as a cable/internet issue is concerned. Can't go lower than 3 stars despite how many problems the service as a whole can have. This location did fine. The lady was friendly and the overwhelming presence of Dodgers swag was a nice touch. read more

The Good: I get more than 9 channels. The Bad: They are expensive and customer service sucks. The Ben: How do I get Direct TV? read more

I had a Time Warner triple play package from October 2007 to October 2011. It was like being in a relationship with a fat, lazy, broke dude that I was not happy with but was just comfortable enough with. INTERNET: The service was crap. The internet speed advertised is 10 Mbps but multiple speed tests showed it was actually less than 1 Mbps. If that wasn't bad enough, the service would often just not work at all. TV: The TV channel offerings are crap. Notably absent are NFL Network and Cooking Channel. It would often take 3-4 attempts to get the OnDemand service to work. Sometimes the content wouldn't play, it would freeze, or everything was severely pixelated. OnDemand content offerings were limited. Before I moved to Santa Monica I lived in San Francisco and had a Comcast package. Comcast had lots of OnDemand content. PHONE: They gave me a 310-310-xxxx number. I would get wrong number calls constantly. After 1 year, Time Warner raised prices by more than 30%. They were unwilling to negotiate. Lucky for me, a few weeks ago a dashing gentleman named FiOS came into my life. Of course, at this point T. Warner stepped up his game; he offered to send a technician out and to lower my monthly rate. Too late, baby. You had your chance. read more

Okay I don't even HAVE Time Warner and I hate them. Here is why: You would think a cable/ISP would be delighted to have your business. Those were the old days. In more recent years (which evidently I missed) it is vastly preferable to refuse a customer service, refuse the customer's building service, refuse to send a technician to find out WHY said building is "non-serviceable" (which dictionary.com tells me isn't even a word) even though there are customers IN the building who HAVE TWC (who even, miraculously, show up in the computer system). . . LUCKILY for me. My building is non-serviceable by Time Warner. However, AT&T seems to not have a problem with it. So thanks, Time Warner, for sucking so much that, even after spending hours on hold with your godawful, static-filled hold music, I ultimately got to use a cheaper, faster, more reliable ISP. [insert victorious laughing here] read more

If you go on a Saturday, make sure to carve out two hours of your time for a 3 minute service cancellation. All I did was wait in an out the door line to hand my modem to the employee. Of course, you can't drop it off without waiting in line though..... Not much you can do though since you can only cancel in person. Valar morghulis. read more

I couldn't make this up if I tried: On a busy afternoon, I go to return my cable box and find two people behind the counter. One is working her tail off, the other, at a snail's pace. All of the sudden, as the line heads out the door, the slower of the two loudly exclaims "It's time for my break," and walks away. OK, that's not that part that's leaving my jaw hanging open: A few minutes later, someone I assume was a supervisor comes out to "survey" the situation; looks at the woman left behind the counter (who is seriously trying to handle two people at once; poor thing); laughs super loud and says, "wow, it looks like you got some line here!" Laughs again, closes the door and never comes back out. read more

Total joke of a company. I was a customer for several years before someone pointed out there ARE OPTIONS. 1) Had to get written permission for the cable installer to drill a hole in the wall to bring the cable into the apartment. No problem. But, the installer put the hole in the very CENTER of the wall. Uh, try a corner or an edge, R-tard. 2) The next day, out of the blue, the R-tard showed up at my door looking for a lost tool. Weed is harder on some than others. I think enough have Yelped about service while being a customer, so I'll move on to... 3) When I cancelled service, they told me to BRING THEM the old school lame-o transmitter box (or whatever it's called), OR they would charge me like $250! I said "you brought it to me, why don't you pick it up?" I certainly didn't want the damn thing, but I'm not about to run errands for this company. After (apparently) successfully arguing the case, they said I could throw it away. Gladly. 4) For upwards of two years they sent me a zero balance bill. NO JOKE. For over a year I would write "return to sender - zero balance". I mailed them a check for zero dollars, but STILL they wouldn't take a hint. Finally, I bit the bullet and called their customer "service" line. They couldn't figure out what to do! Seriously, they kept me on the phone for 15 minutes explaining that they didn't know what to do. "You'll figure it out, just pass along the info to a supervisor. No, I don't have time to talk to one. Just please, get it to stop, I KNOW you can do it..." And, so they did, happily ever after. read more

This is what hell is like. Why cant I give negative 5 stars? Time Warner is hands down the worst company Ive ever dealt with....worst service, worst price, worst quality, and better yet....customer service that is made to make their customers feel like complete jackasses. Its amazing that the questions coming from TW in a time of internet crisis. Things like "Have you restarted your computer? Restarted the box? Are there lights blinking? Is your box plugged in the wall?" And their handy speed test is obviously rigged because the test told me my speeds were amazingly fast. That makes sense considering it TOOK 5 TO 10 MINUTES TO LOAD THE PAGE. Do these guys purposely hire people who couldnt even get theyre GED? Why the HELL is this even a company!? Next time I call, Im asking if theyve seen their Yelp reviews. Suck it Time Warner. Cant wait to leave you forever. read more

This is why monopolies are illegal. I have NEVER in my life had a more universally negative experience with a company at every single point of interaction. AllI wanted to do was switch my service into the name of another person. Can't do it online. Can't do it on the phone. We BOTH have to go to their location. I had to call and sit through 5 minutes of ridiculous phone menus to even find someone who would admit this was a location of theirs and give me a number for it. Their customer service rep HUNG UP ON ME. WHAT IS GOING ON I have yet to find out if this location at 2939 actually exists. I called FOUR times, twice the line went dead, once they gave me an invalid number and once they gave me the number 661-206-1503 WHICH WAS THE SAME NUMBER I HAD CALLED TO SPEAK WITH THE PERSON. I don't even understand how this company is allowed to exist. read more

I pay for 200mbps internet plan plus 70 channel tv bundle. The introductory rate is $79.99, but that is only for first 12 months. After 12 months you pay $135/month. For the first two years, I was getting about 15-25mbps download speed on average, which was still useable, but far from advertised, with several outages in between. Since the merger with Charter and becoming Spectrum, I am now getting 1mbps download speed and 5mbps upload. After numerous hours spent on the phone, multiple visits from technicians, problem has not been resolved. Billing department refused me several times to apply a credit to cover the convenience when they should be paying me instead for failing to deliver service. I guess that's what happens when you have 2 of the worse players in an oligopoly merging. Stay away from Time Warner if you can. I would give 0 stars if I could. It's time Google Fiber or Verizon Vios to come to West LA. And no, TWC, I do not want to Twitter or Facebook you. read more

I feel compelled again to praise the exemplary customer service that I always receive from Teresa Juarez at Spectrum Santa Monica. She truly goes out of her way to help solve my concerns & address my needs. She is smart, empathetic, kind & patient. She is god-sent & a star read more

Snarky is the best word to describe the CS. Not a valued Customer. Once I canceled then they wanted to waive the relocation fees and said my jacked rate was back to its original rate which was not true due to the day before CS said I didn't qualify for the new rate. read more

I recently moved and canceled my Time Warner service. After turning in my box, the representative told me it would be 2 months before they could issue a refund from my credit balance (as they can't put it back on my credit card). The representative told me he would do me a 'favor' and have it sent to my new address. 2 months have passed-- no refund check in mail. I called today and they explained that the check got "returned" and is located at the "El Segundo" office for me to pick up-- and picking it up is my ONLY option (even though I have moved!!). The representative told me it was sent to my "billing address," which is an address that I've never heard of (and that they asked me several times 'are you sure this is not your address??'). After an hour on the phone, the representative still cannot tell me WHERE the El Segundo office is... or a phone number to call so they can send me the check. (I guess that's a question for Google..) Way to go Time Warner. read more

BOOOOOOOOOO. TWCable sucks.. If I could give zero stars I would. Bring back my adelphia cable. They are changing their lines to digital and they are going to charge me for it! I didn't ask for it. These guys suck. Service sucks too. Haven't had TV for 2 weeks for some reason they can't seem to work out. BOOOOOOOOOOOOOOOOOOOOOOOO I must add that my area is not santa monical; it's Redondo/Hermossa Beach area. My bad. But I'm sure the Santa Monica TWC sucks too! read more

THEY SUCK ASS. Their products suck. Their prices suck. Their technicians suck. Their customer service sucks. Their cable box sucks. Their remote control sucks. Their onscreen interface sucks. But, on a lighter note, their internet service is good except for the10 times it went out in the last month. Update 11/15/06: Their commercials and current ad campaign sucks too. read more

NEGATIVE STARS PLEASE. If land cable companies were gone forever, the world would be a better place. The total lack of integrity, service and care is insanely amazing. Unfortunately, I've been forced to deal with them for 4+ years due to the apt situation I'm in but this may make my review more valid. The days of dish were the golden ages. No hidden fees, great service and polite customer service on the phones. Their monopoly allows them to be rude and charge too much. Was just on the phone with them and there were hidden fees I wasn't told until I asked "are there any other hidden fees?". This is not how its suppose to be. They are charging me an installation fee for doing nothing, as the cable was in my roommate's name and its just a matter of switching it back on. They won't let me keep the existing box, I am forced to return the old one before I can open my new account and then I have to waste a day waiting for the cable guy to come and so-called-install my box. So the guy is coming with a box I already had at one point and plug it in for me and I'm going to have to pay for that??? The customer service even told me he was restricted by the computers. The boss of you is the computers? Great. I'm at a point that I rather not give my money to such a HORRIBLE company and just live without TV. If you are moving into a new apt, it's worth saving personal anguish to find out if you can get dish. Also know that there are federal laws that prohibit property owners from not allowing dish. Here is the link: http://www.fcc.gov/cgb/consumerfacts/consumerdish.html I definitely am never going to go to Time Warner again. I can't even begin to express my rage. Message me if you have any questions - anything to prevent people from supporting this AWFUL company. read more

I am on my way OUT of the LA area and I could not be more happy. I cannot WAIT to have the opportunity to use a different cable and Internet service than Time Warner. Since they took over from Adelphia, I have paid almost double for services, with less customer service. Instead of addressing their poor service issues, they continue to harass me with phone calls offering more services that I don't need. I need them to provide BETTER service for the things I do need and have no intention of ever increasing my services with them for any reason. The only reason I've stayed with them for so long is that I knew I was getting the hell out of LA and didn't feel it was worth it to change services. I continue to have the worst Internet connection that drops so often I have to turn everything on and off numerous times just to try to keep a connection. The basic internet service should STAY ON and up so that you can get to your email and basic web pages, which it does not do. When I've complained, it is inferred that this BASIC service is known to be bad and that I should pay more. What for? I don't download anything. If you can't offer a basic internet service that works as well as the public library, there is something wrong with you. Every time some idiot moves in or out of the apartment complex, my service is interrupted with clicks and outages. Ridiculous. You can't figure out how to NOT disrupt other people's services when you come to make a change? And then they show up out of nowhere and think I'm letting into the building to service someone who is not even home? Are you kidding me? They are a price gauging, offensive company that has no business doing business. They are liars and thieves. Period. Good riddance, Time Warner. I'm sure you'll find some new victims to take advantage of. read more

I'm usually not a tough customer nor do I like having to call a business 10+ times to get a wire relocated to another room. Long story short(er), I needed a fix for something the original technician had done. He said to contact him with any questions and leaves his phone number-- big mistake, as he REJECTS over 5 of my calls, does not respond to texts and also was a NO SHOW on the re-scheduled appointment. I call the main company line, and the first customer service rep (Chris or something) doesn't answer my questions, responds in an extremely condescending way and wants to charge me an extra $40. By the time I'm on the phone with the supervisor, I'm choking back tears and end up bawling on the call. I've never cried on the phone for a service call-- it's definitely not a normal thing for me. It's been almost a week since I've had the cable service and I still haven't been able to use it once. THE WORST experience I've ever had with a service provider. Avoid it if you can, otherwise, avoid contact with them as much as possible! read more

1) Ordered online and was told just head to store to pickup device 2) Went to store was told order was cancelled because of system issues and they had to re-enter info and had to prove the price I was confirmed in online order. Was told I was all set 3) Got bill in mail saying I still owed them $20 more per month because it had a different rate yet again. Had to call to fix and was told account is fine now, will see.. -Internet isn't consistent and drops me from time to time -Speed seems like half and was told it must be my device Im using (I have a new Macbook Pro) -Sometime internet stalls -Btw I have 100 speed which shouldn't be slow for using only 1 pc online for basic stuff Why the hell do these people have a monopoly on internet in Santa Monica?! read more

just dropping off my modem. i've been here 45 minutes watching employees have long personal conversations. worse customer service. horrible place. read more

Incompetence sums it up. After 6 months of trying to re-establish normal TV service without constant pixelation and dropped sound I gave up, canceled my TV service but told the rep I wanted to keep internet and phone. Upon returning my equipment the next week, the store guy said nothing was canceled. He was a bit confused but we got it done and I triple-verified with him that ONLY the TV was canceled. Four days later everything is dead. Called them and they turned off everything because of who knows why - they certainly didn't. I lost an entire day's work getting my service restored because the personnel were indifferent and incompetent. They couldn't reactivate the internet modem remotely, so I took it back and it turns out one of their repair guys must've installed one from his truck that was never registered to me (he activated it). Got a new one, set up my own routers and it worked. 12 hours gone. Searched my basement storage area where the equipment is kept and found unopened phone modem and router which a service guy left there. I returned those to Spectrum because they're not mine, but they're probably going to bill me for whatever internet modum was supposed to be at my house. Billing personnel are sociopathic. read more

Nobody like this place There is a reason Slow , long line , not friendly Too many excuse Twc is just ignoring all these feedback but money ? read more

WORST.COMPANY.EVER. I wish yelp had an option for 0 stars. But TWC has a monopoly, unless you get a dish. No review even needed, really- just watch the South Park episode. It's just like that. read more

Be aware about UPLOAD speed, it is very low, about 10-11Mbit/ when download speed is 180-200Mbit/s. What does it mean for you: to upload backup or your family photo/video collection it will take 48 hours!! And all of it for expensive price of $70/month just for internet. read more

Call the president's office!! 212-364-8200 Ongoing problems with Intermittent internet and cable connection. Upgrading the speed and getting their modem at additional cost to me did not fix the problem. Adding insult to injury, TWC is attempting to charge customers for service calls. It appears that TWC's only resolution to bad service is to charge customers additional fees for upgrades and service. My monthly TWC statement is in excess of $200. The annual compensation package for TWC's CEO, Glen Britt, exceeded 16 million dollars last year. http://investing.businessweek.com/research/stocks/people/person.asp?personId=399409&ticker=TWC Could I at least get a kiss Glen? read more