30 min wait to retun equipment, went to the bathroom across the street and had to sign in again and wait another 30 mins because I wasn't here when they called my name. Rapgov-zajzex-3fujpa read more

One star is about 5 stars too many. This company sucks beyond belief. On Sunday my cable/Internet mysteriously just stopped working, dead. Tuesday I call, still dead, will send a technician out on we'd. I am told to give my cell and that the technician will call me personally before he comes, if I don't answer they cancel the job and bone out. So I was extra vigilant about having my phone charged and on me at all times. I bet ya can't guess what happens next? About 6 min before the deadline I call customer service. First off the guy on the line laughs at me, then proceeds to tell me that they came, they called, but no answer, so bye bye. When I explain to him that was impossible since I have my phone, and I got no calls and no voicemails, he proceeds to call me a liar. Also, no chance of getting anyone out today. When I try to press my case, the dude hangs up on me. Absolutely unacceptable! This company should be put out of business. I will be doing my best to find ANY alternative to this shoddy, unprofessional, sham of a business. Even if it costs me double. read more

I simply copy and pasted Zac B's review from 6/12. I've never had the equipment they've been charging me for it for the past 6 years. Shame on me. For 6 years I never missed a payment. This is how they treat loyal customers. This company is a scam and should be investigated. Cancelled service due to moving. First bad experience: TWC makes customers physically drop off equipment to TWC Brick and Mortar locations. Went to TWC location, dropped off equipment and tried to close account. TWC would not let me close account due to incomplete equipment return. Apparently, there was a phone router assigned to my account. Since I never had this piece of equipment, they said I could dispute the bill and call "customer care." Account could not be closed until the $146 dollars was either paid for a missing router charge, or customer care resolves the issue. Called customer care immediately, they found I never had a router, informed me that my account will be closed on the spot, no further charges. Move to new place, 4 weeks later, get a letter at new address from a collection agency trying to track down the $146 bucks. Call collection agency immediately, inform them of the situation, and they told me the only option is to write a hand written letter to them, so they could then fwd that to TWC in attempt to dispute the charges. With much annoyance, I write the letter. 2 days later, get a bill from TWC for service charges they assigned to my old residence, which was unoccupied. This issue is still unresolved. Horrible process with tremendous room for improvement. read more

Ever since the Time Warner acquisition, they have tried to jack up my rate significantly. I have cut the cord and only have internet service now, but that is significantly more expensive than the Time Warner days. read more

It took me about 30 min. to get to this review form. That should tell you how bad TIme Warner Cable is. I have the Turbo plan, which is the fastest residential plan. The internet is good when it works. But the problem is, it seldom works! The internet is ALWAYS down. There's ALWAYS problems. I've called Customer Service more than 20 times this year alone... ANd each time, it takes like 30 min. to actually talk to an agent... Ridiculous.... Why am I still using Timer Warner Cable? Good question. I sometimes wonder that myself... It's because they monopolize the Internet Providers in our area, which is Los Angeles. I am a college student. I've NEVER heard anything good about Time Warner Cable from my peers & friends. EVERYONE is complaining about Time Warner. You think they'd do something about that. NOPE! Since they know they're a monopoly internet provider, they don't care about their customers' satisfaction. It's a miraculous coincidence, that during the school year, everytime I have to study for a Midterm/Final or submit a paper assignment online, the Internet crashes! Interesting.... I've rated a few restaurants a 1 Star. But I would rate Time Warner Cable a NEGATIVE 5 stars if I could. In short, I HATE Time Warner Cable. And if you would like to live longer & not expose yourself to so much stress, Avoid Time Warner if you could. read more

Great experience. TWC person showed up to my new place in MDR and had me going within minutes. He programmed all m controls for me. Very nice and professional. Recommended. read more

By far the worst customer service in this country maybe the world.

Teresa was very speedy and helpful. I was in the door and out within 15 minutes with new service and all I needed. No complaints here!

Spectrum internet is the WORST. I called for an installation appt bc they are the only ones who service my area. After setting an appointment on Saturday for the following Thursday I get a call that the appointment was actually never made. When they are busy their calls go to a call center who accidentally didn't place the order. In addition when j rescheduled my appointment they were over an hour and half LATE. The worst service ever. read more

All TWC stores suck and this one is no different. The company from top to bottom is the worst single company I have ever worked with. Sadly we live in a time where you must have internet to function and they are the only providers of it in my area. #twcsucks read more

I came here today during my lunch hour to pay my bill. I prefer to come here over the one near my home, service is fast. I was helped by Justin today and as in the past, he's always friendly and very helpful. Today Justin noticed my current plan and offered me options for a new and better plan, I'm very happy with the new change. Thank You Again Justin for all your help! read more

Looks like everyone has the same opinion and unfortunately nothing we can do since we only have select options and they all suck!!! I called to see if there was a better package/price for what I already had, it took 45 minutes for the tech to do something on the phone to my account. I had to upgrade my modem so went to office to get, came up to set up new modem which should have been easy but had to call tech support because god only knows what the representative on the phone did to my account. Now that I have the new modem, my service is worse than before - how is that possible!! My internet continually disconnects. I hate all the choices we have for internet and they all are so expensive.... read more

I never actually hated a service provider until Time Warner took over from Adelphia. The "$20 on-time gaurantee": Yeah, right. You get no credit if they show-up with no tools (once). You get no credit if they show up and don't fix anything (five times). You get no credit if they show-up just to reschedule (twice). You especially get no credit if the tech calls to reschedule, and then misses the second appointment (once.) And it goes without saying that if they do just plain old show-up late (twice), it will take one or two hours on the line with customer service to ever get the $20. The "lost service credit" : If you call on a Monday morning, and they say they are going to send a tech on Wednesday night, they will only credit you for Tuesday, and only if you demand it. They won't credit Monday to Wednesday, just Tuesday. If you then call on Friday to tell them Wednesday's tech didn't show-up, and they reschedule another on Sunday, they credit just Saturday. Once again, you still need to demand it. So, two days of credits, despite the fact that their own records show you haven't had TV for week. Not bad for them. I had documented, and historical data with their customer service to show that I had no TV for two months, and still got stuck with 75% of the bill. When I finally called to cancel TW, I was told I couldn't do it on the phone and had to drive to the office and cancel in person. (Add another hour to the 27 I already wasted.) Unbelievable. I now have DirecTV and couldn't be happier. read more

In all honesty I don' t think I really need to warn anyone about this company. In both New York and Los Angeles the service sucks, the customer service is crappy, and the prices are unheard of. I really wish the FCC would decrease the number of markets you can monopolize already. Dish Network is fabu by the way! read more

We need a zero star review. One week and about 20 phone calls later I have internet but still not TV. And with every person I speak to its like starting from scratch. This company is the worst! read more

Canceling TW Today!!!! Yay yay yay! U Verse here i come - they are available in my new area and I am psyched!!!! Saving $50 bucks a month and gaining so much more - stay tuned! :)))))) read more

Worst company on the planet and one day they will be eliminated by their own incompetence. You clowns have gotten a free ride for Way too long. The services sucks goes out all the time! Let me guess "unplug the box and wait 1 minute" I have a better idea how about unplug your crappy service! Jerks are a waste of time! read more

Although I went to this location to turn my equipment - the line was long and they are disorganized. They should really think of separating the lines into categories : Closing Accounts, Turning in Equipment, Billing Issues etc. At least they have a TV. The 1 Start Rating is for the Telephone Customer Service - whether its across the ocean somewhere, they hire the worst employees and do not provide any resolution in a timely manner. My account was closed at the end of June and I on their mistake they took out my regular monthly fee of $147 electronically. I called to get my money back and it took 3 times to speak to someone that I actually thought was going to help me. She told me I was going to be "prioritized" to get a check. Today I called and they said my check would take 4-6 weeks. Absolutely unacceptable and I will never use Time Warner again and I will encourage my friends to use any other company but them. They can TAKE your money and are completely unsympathetic and rude when you try to get YOUR money back. read more

I've been using TWC for many years for tv , telephone and Internet and I've gone to this service location on various occasions. Generally the staff has been good and kind. But I'm giving 1 star based on the latest visit. I had a modem by twc that provided both Internet and telephone services. I was contacted by twc explaining that I had the option to exchange my modem for a faster modern modem. I went to the twc service store in Santa Monica and they gave me the new faster modem. BUT they told me that it only services Internet and I needed to keep my old modem for the telephone. I asked them to be very sure about this - because having two different devices for telephone and Internet is not convenient. They assured me that I needed both. Anyway the new modem works fine with interest while the old modem has stopped working and doesn't work with my phone - despite being connected in the same way as before. I just called twc services and their solution is that they will now send me a new fast speed modem that services both Internet and the phone. I told them that this is what I originally requested but the store told me it wasn't possible. They gave me the wrong information despite I asked them to make sure about this . So now I'm waiting for the new faster modem by post for both Internet and phone and i will return the two modems I now have back to the store. What a waste of time!!! read more

I realize that another negative review doesn't make a difference since we're stuck with Time Warner as they effectively have a monopoly on our area... but doesn't anyone in the organization care? I have one simple service change-- we got a new TV and Tivo box, and we want to return our old TW cable box and get a service card for the back of our Tivo box. I've now dealt with four customer service representatives- a live chat, a live person at their store front and two representative on the phone. I've been told five different things! Yes, FOUR people FIVE conflicting answers ZERO progress. The best was the customer service representative in the office. She was angry before I even approached the window and she gave me that look which said, "no way you're going to leave here with what you came for... not if I can help it"... She then actually said something to the effect of 'I don't care what you were told before, I can't help you'. Sigh... read more

If only I could give Time Warner 0 stars! Their customer service stinks, their prices are high, and they have frequent outtages. Just recently I unfortunately decided to upgrade and order more services from them but they messed up the order and then because they messed it up, could not issue me the promo code for the "All the Best" package. Then they had the nerve to bait and switch me and try to upsell me to a "guaranteed" package that was 50% more, that would saddle me with a 2 year contract. If only I didn't live in an apartment building, and if only I faced south and could get satellite. If only my apartment management company would consent to let Verizon FIOS rewire our building. In the meantime I will be researching antennas for receiving HD signals and someday I will give TW the heave-ho. Their arrogance is beyond belief, and their price hikes every year are legendary. read more

TWC in general is a POS and they take your money and will argue with you that you are wrong. I am now a direct TV customer

Stop paying for modem rental at $5.99 per month. You can BUY the same modem for about $44. After about 7 months you will be saving $5.99 per month. Now I know why Time Warner doesn't provide an itemized emailed invoice. They don't want you to know that you can remove that charge by buying your own modem. read more

The worst cable and internet service EVER... I'm forced to use them because of my apartment complex... Service never works... Cable channels always goes out.... Internet always goes out... And they never reimburse you... If you have a choice definitely don't use this company... I hate them read more

As you can imagine .... worst customer service imaginable in the store. If you thought dealing with them on the phone could be challenging, you are in for a real treat. What's amazing, their old store actually was MORE efficient. You are in for a miserable experience. The manager should be let go, and someone who understands how to run a store efficiently hired. read more

I called Time Warner to schedule a cancellation for April 26th. The customer service rep confirmed this. 3 days after my call, my internet stops working. I try to sign on to my online account, nothing. Turns out the rep CANCELLED MY ACCOUNT 30 days too early! I immediately call customer service. They agreed that it was their mistake, but they told me I WILL HAVE TO PAY EXTRA to fix my internet, even though it was their fault they cancelled my account. $50 a month instead of $15 I was paying before Spectrum came into the picture. The sad thing? They won't even honor my original pricing for the last month. WORST CUSTOMER SERVICE I have ever come across. Promptly switching to U-verse. (It's cheaper than Spectrum btw) and customer service is a lot better. Don't waste your time with TWC. The phone customer service is terrible. I can't believe my internet was cancelled 30 days early I had to pay $50 extra to get it turned back on. Ridiculous. read more

The only place where the piss poor customer service rivals that of the US Post Office. It's almost as if they share staff.

When we signed up for TWC the promotion we acted on promised a $300 Visa gift card. The deal was we had to wait three months. No problem. Now that the time has rolled by we find out that someone was supposed to send us a registration code to get the card. And now, we are no longer eligible. The support person sent in a request for an exemption, but even with that we have to wait another 3 months. Sleasy way to save some money on promotions. read more

Please do not use TWC, they absolutely suck at Internet service!!! I am warning you, you will regret ever signing up with them! Somebody please class action sue this company for stealing money from customers without delivering what they said they would. I pay $50 a month and am currently getting download speeds of 1.92mbs seriously... I have a pic to prove it on my computer. read more

I hate Time Warner. If i could give it no stars, i would. They are evil. Since August 2007, they have been to our apartment upward of 10 times to fix stuff... the last 2 times was when they realized they needed to rewire the entire building (this is after 6 months of complaints from us and many visits from technicians), and when they realized after the rewired that they actually didn't rewire it properly. Now, it's working. Finally. After spending approximately 742 hours on the phone with them, and about 80 hours in my apartment with them. I hate them. I especially hate how they call you at least 6 times the day before your appointment to VERYIFY your appointment... SERIOUSLY!??!??! I didn't change my mind in 1 hour. I HATE YOU TIME WARNER! YOU SUCK! read more

1. I do not get all of the channels I paid for, despite them sending many technicians to help. 2. CSR reps are quick to assume that YOU are at fault/wrong saying I don't get the channels. I prove to them my Channel Line-up VIA THEIR SITE and the PAPERS THEY GAVE ME. It takes a while for their CS reps to understand where I am located. 3. They added an extra television service WITHOUT my permission AND double-charged me for it. YES, you heard that. They added an UPGRADED TV service and DOUBLE-CHARGED me for it. 4. I have had so many calls, live chats with customer service, and technicians come out and the issue is not fixed properly. 5. Customer service reps get irritated when I call asking for my money back. They keep on transferring me to another person where I have to REPEAT my issue to every single representative. THEN, they are very short with me and say that "They are spending too much time with me". WHOSE FAULT IS THAT? YOU ADDED A SERVICE I NEVER ORDERED AND DOUBLE-CHARGED ME FOR IT. Time Warner Cable has been a nightmare. You have been warned. read more

I just called to cancel, because I'm moving to a place that already has internet. I had DirectTV in the past and they completely screw you over, so I was expecting to have to jump through some hoops in a heated debate. The call lasted a total of 5 minutes, the customer service was great and very helpful. They allowed me to cancel for a date only 5 days away for free. I will definitely be coming back to Spectrum when I have my next decision to make about the internet supplier! read more

Dear Mr. Britt/Mr. McMichael/Mr. Keib/Mr. Marcus: I read the slogan at Time Warner Cable "we are listening" I hope you are and able to fix our TWC situation. We have lost all confidence in TWC and we are looking for you to restore our faith in Time Warner Cable. My name is Michelle and I am a (potential) new customer to TWC. I had previously lived in Oklahoma and Georgia and was a local customer to Cox Cable for over 30 years. I contacted TWC on August 1st in Los Angeles (90049) to establish service at our new condo. I was told the earliest they could install cable was on August 10th from 8-8:59am. I received a text from TWC on August 9th letting me know TWC would be coming out on August 10th from 8-8:59am to install my cable, internet and phone. I was unable to be home on August 10th due to work so I payed someone $15 an hour to wait at my condo for TWC to show up. At 10:30am he called me to tell me that TWC had not shown up. I immediately cancelled my conference call and got on the phone with TWC. The call lasted 31 minutes and I was told that TWC messed up the appointment and that TWC would not be coming to establish service on August 10th. TWC could now only accommodate me on August 18th. (EIGHTEEN DAYS AFTER SETTING UP SERVICE). They offered me a $25 credit for my inconvenience and my overall impression with my customer service call was that I didn't have confidence in TWC to value me as a customer. I then called the person I was paying $15 an hour and told them to go ahead and leave. That was at 12:00 so I had to pay them from 8-12:00 costing me $60. I called my husband at work and he was furious and told me to call back TWC and see about getting service sooner than August 18th. So I called TWC again (fourth time) and spoke with Alex and spent an hour on the phone and asked for my case to be escalated to a supervisor. After spending over an hour on the phone the supervisor was able to move my appointment up two days to August 16th. She also offered to give me a credit of $20 a month for a year to my TWC account. She also made sure I was on the cancellation list but I haven't received any cancellation appointment calls. I cannot understand why a company as big as TWC can make such a huge mistake and not have some sort of department that handles this type of situation. Wouldn't it make sense to have a department that could handle failed appointments and get a technician out the same day or a day later? Because of TWC we were not able to watch the 2016 Olympics it was especially disappointing for us as we lived in Atlanta in 1996 and had watched the Olympics in person and really were looking forward to watching swimming, gymnastics and volleyball. We were telling a neighbor about our frustrations with TWC and they recommended that we go out and buy an antenna and see if we could at least get NBC to watch the Olympics. We went out and spent $80 to get an antenna to watch the Olympics since TWC didn't honor our appointment time. So now I am in for $60 + $80 plus all the Starbucks coffee and food over 16 days waiting for TWC. So my cost is up to $300 for the month not counting my suffering thru trying to survive in a new state without cable, internet or a home phone line. We have already used 75% of our data with AT&T cellular and our month isn't up until September 2nd so I will probably have to pay $40 to buy more data. Had TWC come on August 8th as scheduled we wouldn't have these additional costs. I'm sure by now I have made my point which is that TWC failed and we have lost our confidence in Time Warner Cable. What is TWC going to do to compensate me for my additional costs and frustration? I also filled out a "we're listening" form about 4 days ago with NO RESPONSE. So TWC is listening but not doing anything to rectify anything. Please feel free to call me XXX-XXX-XXXX or e-mail me at xxxxxxxxxxx@me.com I look forward to hearing from someone at TWC with good news and some sort of resolution to my situation. If you made it to the end of my rant then you are listening now I challenge you to take action and make something happen! All the best Michelle Frustrated TWC Customer read more

While Daniel S. thinks that TWC should get five stars for being a great place to work, I agree with the others who feel TWC deserves closer to zero for being a really shitty cable provider. I have had DVR service from TWC for 6 months. In that period of time I have had the box replaced three times, had no less than eight technicians over to my house, and spent countless hours on hold listening to the worst music ever. You could call me a "difficult customer" (as Daniel S. might), but I don't think it is too much to ask for a product that I pay for to actually work. I have been given contradictory information from customer service reps, lied to by technicians, been promised features that are not available, and have had more than one promise of a refund conveniently forgotten. The damn box freezes, skips when recording, can't distinguish between first runs and repeats, and will not let me change the recording priorities on about half the shows in my scheduled recordings. Plus, every time they take the box (and at least once, they admitted later, it was not necessary to replace it) I lose all of my recordings. I have had DVR service before, from Comcast, and while it wasn't perfect, it was much better than TWC has been. Damn the local monopolies. If only I could afford TiVo. I would say that I'm "getting what I paid for", but I'm not paying nothing, so that doesn't really work. read more

Generally horrible! They deserve minus 5 stars just for devious business practices. Over the last 8 years I discovered that they billed my mother extra for HD TV that she never actually GOT for years even though she had an HD receiver and a new HD TV and the tech always said it was HD. She also did what she thought was a nice thing for me a few years back; she bought me an upgrade to the Turbo broadband package. The person she spoke with said Okay you're all set after we went through the usual gyrations, i.e. reset and reboot every piece of equipment while standing on your head and pointing the tip of your tongue to true north with your right eye squeezed shut and your left middle finger up your nose. So I checked my internet speed at Toast.net and nothing had changed, it may have even been a little worse. So we called back and did the whole routine again while the update was re-sent to the cable modem. Still nothing. After a few days and some more wasted time we got someone who admitted that Turbo didn't actually even WORK. They were selling it where it wasn't available yet. Every time we had cable TV dropping out and called and got a tech out, they would basically turn up our gain, which would fix us and ruin the neighbor's cable signal. So then the neighbor would complain and the opposite would happen and it would just go back and forth. Apparently all the existing internal and exterior infrastructure is crap but TWC will not replace it, preferring to spend their money on advertising to bait in new customers who are then trapped for two years, rather than actually provide a reliable and decent service. My mom wanted to splurge on one nice thing for herself which was the MLB package as she is a true baseball nut, but has never bought it over the last 8 years or so without having problems getting the games. Then there is the whole problem with TWC periodically not knowing if they are going to offer it, and everybody stuck waiting until the last minute and checking out how to go with DirecTV instead to get it. I had to cancel my cable TV a couple of years ago, it was too expensive. While I was paying $135 a month they sent me come on advertising every month (and still do even though I have asked them to stop) with $29.99 promotional packages that were almost as good as what I had for my $135!! Even after my contract was up I couldn't get that deal!! So I was subsidizing those packages! I cancelled the TV when my contract was up and bought an antenna and converter box to watch broadcast TV on my old analog set and a subscription to Netflix. I could never get enough bandwidth to watch Netflix in HD, and most weekends couldn't watch at all, usually we only watch one movie and a History Channel show, nope. I know they throttle bandwidth regularly, even if you are not a big user. When they started billing me a few months ago for a 4 year old piece of garbage modem that was just too infuriating, so I got it replaced and got their $57 a month "Turbo" package (49.95 plus taxes), and for the first time EVER my speed actually went up! So I guess they can have a half star back for that one good thing ever in over eight years. Currently my temp mailman lost 5 of our bills, including our utilities, two Visas and TWC, and as soon as I realized it which wasn't until the second bill arrived (they bill at least two weeks early) because of being sick and juggling several jobs, I wrote a check and called them up to square it away. They have had me on some call schedule for 6 days now where they call me every day and HANG UP!!! Scum! That's just so they can say they "called me" to set me up for some other scam. I have a good payment record so there is no reason for this. It just uses up my minutes and ticks me off, because they are using my business cell and each time I am suckered into thinking someone actually will talk to me so I can tell the numbskull right hand what the moronic left hand is doing. When I had called CS I asked them to please stop calling as I sent payment which should have been there today. It made no difference, they are still calling! That's called HARASSMENT. They also added a late fee since I spoke with customer service the first time, two business days prior, which I asked to have removed the second time I called. Now I imagine they will "lose" my check too since if they do they can cut off my service and try to con me into to paying a reconnection fee. TWC should be forced out of business by having to actually compete for their customers again. I wish Earthlink was the company it used to be but they suck now too, and they are just fronting for TWC so no point in going to them for service, and their tech support is in India and it is also abysmal, I have them for webhosting and the tech support is a waking nightmare. I'd bet you could get the same quality customer service that TWC offers if you were living in Uganda. read more

I actually can't believe I'm giving a cable company 5 stars on anything customer service related, but you gotta give credit when it's due. I recently cut the cord and I came in (after putting it off for way too long due to dreading the typical TWC/Verizon/Comcast experience) to return my cable box. Parking was easy, I was in and out in 5 minutes, and they corrected my bill as well. I also want to mention that for a Saturday, I was pleasantly surprised (more like shocked) with how easy and fast the service was. read more

They are the worst company ever. They told me I could bring my roommate down and switch the account to his name. When I went to the store they told me I couldn't do that, that I had to return all equipment and then he would have to come back after a credit check and pick up all new equipment. Makes no damn sense at all. I wish I could give 0 stars but Yelp won't let me. read more

I was scared about coming here to change my DVR after reading all these bad reviews but I have to say that my experience was perfect. It took me five minutes for the whole process and I was assisted by a nice and sweet girl who explained to me the additional features of my new DVR. read more

I just left Frontier! The WORST laughable internet service EVER! It's been one day and it's life changing! Love the TV and Internet service! The best part was the two young gentleman that installed it! Ricardo and Edgar were gentleman, knowledgable, and extremely clean! They are lucky to have these two guys!!!! read more

Literally, the WORST company on the planet!!!! Thank God!......Thank GOD!!!....Consumers have choices now. I'm finally ditching this sorry a$$ company!!!! Readers do whatever you can to sign up with another internet/cable service provider. This company and their products SUCK!!! read more