Horrible customer service. Spiked my bill from $45 to $90 without prior authorization.

Poor internet connectivity - drops the connection consistently. Extremely difficult to cancel services as well.

Terrible customer service when complaining about cable box freezing up internet drops have to rebot wifi modem rebot cable box prices going up telling us 200 channels but they are repeats read more

Needed to replace my remote -- but Kerrville storefront is closed. Drive to San Antonio? Oh no! Jennifer was helpful in placing an order to mail a new remote to us. Thank you. read more

We pay for 20mbps Down and 2 up, and more than half the time we only get between 1-5 Mbps down and .5-1mbps up. Time Warner is worse than Mexico's internet. At least the provider I had in Mexico didn't drop out as much, and kept it's 10mbps advertised speeds Much Much MUCH more often. If TWC cannot solve this, I might have to go with the alternative option if they are more reliable than Time Warner Cable. Second top ISP in the states? Unforunately true, they need to get their act together, or they will eventually start losing a lot of customers, including me, and possibly some of my friends as well. 3 years since the last review on this page and they STILL have not fixed their issues. That tells you that they don't care AT ALL about their customers happiness, all they want is MONEY MONEY MONEY and do not care about fixing their infrastructure. GO for other providers, NOT Time Warner. If you have Google Fiber in your city (not here in Kerrville yet, unforunately) go with them. MUCH better bang for your buck. For $70/month you get one gigabit upload and download (anywhere above 600Mbps or more upload and download. You can download HD movies in just a few seconds, or games in a few short minutes). If I could use Google Fiber in Kerrville, TX, I would gladly pay the $70/month for it, since from what I've heard about it, it is MUCH more reliable than Time Warner, and possibly even COMCAST put together. In other words --- Time Warner = Crap Internet Service Provider = Not trustworthy = Waste of Money. read more

Spectrum is the worst company I have ever dealt with. Messed up our install order over and over and could not get right. Customer Service takes awful notes and does not know what is going on. Extremely unorganized and do not know how to communicate with their techs. Only choice in Kerrville, or I would just PASS!! read more

Pathetic. Day and two hours late to an appointment scheduled two weeks prior. Once the new location was installed come to find out that even though Time Warner repeatedly informed that other accounts were on the same billing address and assured that service would not be interrupted. Other accounts lost cable and internet service. Informed to reactivated, a new service charges would be issued and it would be 10 days before service could be restored. Time Warner, there are other options, see ya read more

The robot answering operator is very poor customer service, plus it is very time wasteful! I am an international business consultant with more than 43 years experience, I charge $150.00 per hour and at my rate Spectrum owes me several hundred dollars for wasting my time! We are a small town and we only have Spectrum or I and 99% of your local customers would have switched a long time ago! Very poor customer service, sloooooooooow communication and always being asked to call back later. What happened to your advertised 24/7 service????? Charlie L. PhD (Hon) read more

This is the worst and I mean the worst customer service place I have ever dealt with. They have no sense of direction. I came in and waited in line to get help and there was people standing and seated everywhere. People jumped in front of the line so that pushed me back 30 more minutes of just standing. None of the employees that were there said anything to me. I walked up and told the lady that I had a question and she told me to go wait. That was rude! I wish that we did not have to deal with this establishment. They all need to be replaced with friendly people that actually want to deal with people. I wish I could rate zero stars. read more

I have tried 15 times to remove my phone number from my sister's account. I used my cell number when the account was set up. Don't do this. Hey Spectrum, if you want to talk with my sister, how about using the phone number associated with the account? I do not think I will be seeing her anytime soon- I live in Ohio, she lives right down the street from your Kerrville office. Yesterday I talked to the rep and asked that they remove my number... no lie 30 mins later I get another Robo call. I talked with a supervisor today...guess what, my call gets dropped when transferring. I don't want to block the incoming call because this is the contact number associated with my account for my grandkids. Spectrum can't get their Sh*t together here in Ohio either. I am so glad I have U-Verse, Spectrum sucks just as much as TWC it just cost more. If someone with Spectrum would like to contact me to update the account, just email me..or send smoke signals...I'm sure I will get the same result either way. read more

They Suck. Worst customer service of ANY business I have ever had the displeasure of working with. If you are new to Kerrville, do yourself a favor and go with Direct TV and Windstream for internet service! read more

When I closed my account and had a refund, they took a month to send me a debit card in the mail with my refund on it. I have to call to activate this new debit card- if I ever want to use my $7.93- and then pay a monthly debit fee, as it is a real debit card from mastercard. There's an option in the fine print that allows you to have the refund sent "directly into your bank account" but it can only be requested via your Spectrum account on the Spectrum website, which I can't access because they already closed it out. I've called about this several times and they only sent me to a robotic voicemail giving me info to the website... This is ridiculous. It's $7.93. Just give it back. read more

TWC in Kerrville has extremely professional installers and service personnel. They showed up on time and completed the work quickly. Contrast that with DirecTV which never showed up twice, then couldn't complete the installation as requested. I use DirecTV for TV and TWC for Internet. Lightning fast Internet. 55.6 down, and 5.7 up, better than promised. And when the storms hit, I can switch to the cable TV (free) and still get reception if the wind/rain takes out DirecTV. I have no experience with them for TV other than this basic cable. But for their Internet, they are true rock stars. Don't believe, me? Try anyone else. Or try doing without. We are moving out of the TWC area and fastest reliable Internet is 3Mb MAX. As much as we all love to hate the cable company, you don't appreciate it until you don't have it. read more

I have attempted to contact the local office by phone using their posted phone number both with and without operator assistance. I have not been able to obtain any assistance. The company installed a cable box with wifi approximately two weeks ago. I can not obtain help in fixing a problem with the wifi component of the cable box. My greatest mistake was not to follow the advice of the other negative reviews. This is the worst company for service that I have ever dealt with. I am one of the fools who thought that the company stood for quality and intergrety. My suggest is to to avoid them. read more

If I could give this zero stars, I would. This is hands down the most unprofessional service I have ever dealt with across the board. And this is not necessarily specific to Kerrville. From rude phone customer service to technicians who do not bother to show up but put on their service ticket that the jobs were completed (which happened to me TWICE) which caused me to have a service I still had to pay for that I couldn't use the first 3 weeks, it is just not worth the stress. If there was another wifi network available in this area, I would have stopped dealing with Spectrum after the first no show technician. read more

Still no service 3 weeks after first installation appointment, when it was determined that they must bore under the road. They keep sending people (4 more Spectrum installers and 2 Global Optics crews) who arrive at the same conclusion, but can't bore under the road. No progress has been made in 3 weeks! Meanwhile we have no phone, no internet, and no TV. read more

Worst service ever! We moved from Austin and called Time Warner for service December 10, 2014. They were supposed to have us set up on December 30th, they never showed. After we called to find out why they never showed their excuse was "the order was never completed, we are sorry, the earliest we can get to you is January 4th." Regrettably we waited for yet another week without internet and cable only to have them no show again. Someone called an hour and a half late after his appointment and said he would have to call dispatch to see if he can come out here still. He never called back. The dispatch service wasn't too concerned either, left us on hold and could only get the problem fixed in another few days. Don't bother calling these people. read more

Can't blame the town store for the lack of customer service when calling TWC. I however don't care for people who won't try. After a great deal of time and many phone calls to TWC so called " Internet specialist, tech, support". They made a time for someone to come out and look at our problem. They arrived on time, just walked in to where we have the router-modem and said " Well, it's old cable, not much can be done". Okay, that's not true - you can do plenty. The signal is coming down just fine without dropping. Tried to sell us on the idea that it's the coaxial. How would he know, he never did a test? You can get a perfect internet connection using a AC power cord. A digital signal would still travel through without any variables as long as the host and receiver are working just fine. He left and I just started to hardwire all the main computers and blu-ray player we use. The download and upload and PING was perfect. Nothing to do with the coaxial or we would have had the same issues as we did when we had most things wireless. All this time it was a defective Router-modem. I had it changed at the store. No extra fee, after all we pay to "rent it" The people in the store are real nice and friendly. My wife gave the one we had and a nice woman gave my wife a new one. Takes about 15 minutes or so because the change of the Mac address (new box) I still keep most things hardwired, keep the router-modem in a cool place for ventilation. I did test one of my laptops and perform a speed test, perfect on wireless now. That and my Ruko I hardly use is wireless. One more thing just to add, my wife was doing something online and talking to her friends online, next thing we know we lost net. I walk outside and see a worker doing something at the cable box. I asked him, will he make sure our net is back online soon as possible. He was nice and said he was sorry, there was a repair that had to be made and it kicked our net off for the time. I have a BIG issue with TWC 877 service, but This is not the place to talk about it. read more

i am writing this review in all caps because if you could hear me right now you would here me screaming. i feel like throwing the tantrum of a 2 year old !! i have been a customer with time warner spectrum for 19 years.....that's right, 19 years. i have received from a1 quality service to service that would get an f+!! the f+ is what they are getting for the past three days....no service at all since friday night and this is monday night and still no service. no customer care other than a pitiful recording. to add to this, recently i changed to a nice hd tv, and i asked them to send me a new wireless cable box....got it. also a new modem. they sent me the wrong one. in order for me to get the right modem it involved transferring me to yet another department. i was on the line with them for an hour. they do not let their customers know when newer and faster boxes are available, you have to ask them and you have to know what you are asking them for !! when you complain to the tech. about it/the tech. installer, he looks at you and says, "i get that a lot (complaints) so when you complete the survey, tell them if i am a good tech and forget the rest."....seriously he said that to me. absolutely no personable engagement....pitiful the only reason i am staying with them is because it is just too exhausting to change things over here in this area. read more