Time Warner Cable

The people working customer service at corporate and the stores are useless idiots. They say one thing and then you get your bill and its twice the amount they promises you. I’ve called in to get help on my bill and have it adjusted they say they can’t do anything. Make sure you review your bill because they like to add on hidden charges, mine totaled up to $ 90 more for things that shouldn’t be there. This company is very unprofessional and they lie to steal your money.

I went here to down grade my plan and I was told that I would be saving money. So when I saw my bill instead of paying $ 65 like the agent said my bill came out to be $ 96 dollars instead. What kind of business are these people running here. I always run into a problem with twc. When I called and told them what had happened and wanted to go back to my original plan that I had, they told me that the plan I had was a promotion and I cannot go back to that… So I’m stuck on this expensive plan until another promotion happens within next month. This is so crap! Their agents giving false advertisement and cheating their customers big time. They trick you by saying you’ll be saving more by down grading to a certain plan, and then secretly put you on a more expensive plan and then when the bill comes and it’s more than what you expect it to be. And when you want to go back to your original plan they said that promotion is no longer available, seriously??? I’m canceling with twc their just as worst at AT&t U-​verse

Personnel in this location have not good capacity and poor customer service, don’t know about their products or promotions. I have been there 2 times; last time was yesterday after 2 years because came back to TWC services and during that time not improvements have done.

What a garbage company. Cable boxes that don’t work, price gouging, useless «outsourced» lying customer service, numerous unsolicited survey calls. I cannot stand this company. They are useless. If it was free, it would be too much. Don’t even get me started on the useless Internet!

I moved to a new residence back in August, to Anaheim Harbor RV Park. I was excited when I heard the Park was wired for TWC and was happy to move my service over from my old address. I called TWC, scheduled the move and was all set to go. Alas, TWC’s technicians never showed up at my address. Apparently, the RV Park has its own bulk business account due to the Park having TV services for overnighters. Park management claims that my space is not covered under said agreement, but TWC’s computers say otherwise. Thus, they can’t establish service.
I give the 3^rd star, because the manager at the Fullerton office is a sweetheart and very empathetic. She fully grasps the issue and agrees that I should be able to get service, having figured out that my space is considered a residence and not an overnight/​hospitality site. Her efforts have proven futile thus far, but she has been trying the best as possible to get service for me. Alas, nobody seems to know what to do. The RV Park apparently has given the go ahead to make whatever switch needs to be made. Time Warner Cable’s engineering team apparently knows exactly what to do to make the engineering switch that will allow the computers to recognize me for residential services. This has climbed all the way to VP and SVP levels, only to be rebuffed, with the excuse that no upgrades, changes, whatever can be made until the completion of the Charter merger, when and if it ever even happens.
If someone from TWC speaks to their manager at the Fullerton office (and at the Anaheim office too), they will find that there are countless residents here wanting TWC service, notably for Internet. They may be able to provide more precise numbers of how many customers are interested in service. At the end of the day, this is lost revenue for TWC.
Personally, I still recommend TWC, because it has the best Internet speeds of any provider currently available in this area, though Google and AT&T are said to be rolling out their gigabit fiber lines here soon enough. I’d love to get back onto TWC Internet and likely would even consider it for television, since I still find I need a television subscription for many of the shows I like to watch.
When and if TWC finally figures this out, I’ll gladly update this to a full 5-​Star Review. It’d be 2-​Star if not for the Fullerton manager and up until this happened, I had nothing but a 5-​Star experience with TWC.

had enough of att super charges so decided to go with time warner from the tv offers, so had a new tech come to our home, wow that was a disaster first the guy wanted to have cables run all over my living room because he didn’t know how to go in the attic and drill a hole (duh) then when he did have to go into the attic his ladder gouged my newley painted walls, but the real problem is that they have false advertising, they said we would get the $ 300 visa card for siging up a new customer WRONG THEY WILL NOT GIVE ANY VISA credit cards .! make sure you get a expericnced tech so that your home is not damaged and with NO apology for the damage!

This place SUCKS. staff is slow, rude and unfriendly. I don’t understand why this company has a location staffed if they are unable to meet any of my needs other than taking my money (paying my bill) which I do online anyway. I came today because I called last night and spoke with someone in customer service about my cable box. It’s out of date and reboots/​shuts down every 20 min. The lady said she would schedule a pick up for a new cable box, all I had to do was show up with the old one and my ID. of course when I get here they have no clue what I am talking about and refuse to help. I quickly got on the phone, plead my case and the rep on the phone was shocked/​disturbed with how unhelpful they were. She lowered my bill $ 15/​month, upgraded my box, and gave me a $ 50 credit. The employees at the store seemed shocked I could get what I wanted over the phone. My advice… Call in advance & don’t take no for an answer. Call Time Warner while you wait right there and make sure you get what you pay for.

This review is for TWC service in general. Not sure what’s happened recently or if this has anything to do with the AT&T acquisition of DirecTV, but Time Warner customer service has been awesome lately.
–Billing gave me a great deal on a bundle so now we have phone, 200 mbps internet, and TV for less than I was paying for just phone and 50 mbps internet.
–When I called to activate our new TV adapter, tech support was super friendly and even set up an unrelated appointment to have a technician come out to improve our signal.
–The technician who came out was prompt, professional, and gave us a new modem that we didn’t even ask for. He gets bonus points putting up with the stench from the kimchi ramen I was eating while he was working. :D
Every interaction was followed up by a phone survey, which to me seems like they’re taking customer feedback seriously. I was thinking about switching to a different provider before, but now I’m super happy with Time Warner. I hope they keep up the good service.

If I could give negative stars I would. Hands down the absolute worst customer service in the history of industry. Not an aberration unfortunately it is the norm. Over last 6 years I have had the misfortune of calling them a dozen times and making a couple of trips in person to the Anaheim location and in every single case I was met with rude, lazy, and disrespectful staff. They don’t have any interest in helping and that comes thru loud and clear. The manager over customer service should be embarrassed not to mention unemployed. Best of luck to you if you get their service.

I came in to show proof of my lease agreement like I was asked by CS to begin my service. Kim was very helpful. She recommended the $ 89.99 bundle of Internet/​cable/​phone which was much better then just cable/​internet by $ 10. It did take long to get all the equipment and walk out of the door.
The service was great, the line was moving and they showed to care for customers time.
…

This is crap! Took me 45 min to try to order new service on the phone, give them my birthdate and dl # and they tell me now they want a deposit! I have perfect credit, prequalify to buy a house, over 750 fico score! When I asked them to run my credit they can’t! Some absolute terrible customer service and I’m not even a customer yet! Cox cable would never treat their customers this way!!! Pay the deposit or don’t get service! Sorry TWC, going to att instead!

First off — I was absolutely planning on cancelling my TW Internet, until today.
After a bad experience with the twc operators on their 800#, I decided to go into this office in fullerton. I was not excited because whenever i drive by, the line is full of people.
But today was different. Went in, the customer service reps seemed to be really efficient and the line was moving. I had the pleasure of talking to Emily!!! She was wonderful and helped me right away AND the outcome I wanted actually happened.
I had signed up a few years back for 35/​month internet but after a while the rates went up to 55. Im recently unemployed so pinchin pennies the best I can (but still need my internet to pwn noobs in the online arena) The operator before on the phone had told me nothing could be done and if i wanted to lower my bill id have to cancel then wait 30 days to reactivate service –which was not cool.
Emily took care of me, after «building a house» with me to see if she could possibly save me more money on tv phone etc, after realizing that the bundles were unnecessary and that all I should do was get back to the 35 $ rate, Emily fixed it all — and while it is her job to upsell she was not pushy at all and super super helpful.
If I ever go into the time warner office in fullerton again I will be calling ahead and asking if Emily is there! Im sure the other employees are great but after the customer service Emily provided I could not see myself working with anyone else!
Go in, ask for Emily — shes awesome!!!

Apparently my deposit doesn’t appear on their system. Frustrating and done with this location. Rude people so hopefully the supervisor is different tomorrow!!!

We have had TWC internet for years due to speed. Extremely satisfied.
Few years back, unfortunately locked into cable TV contract with other provider.
Then laziness got the best of us. Decided to bundle w/​TWC.
Savings of $$$ in doing so, phone, TV, internet.
TWC (not Fullerton office) set me up with incorrect DVR box, was a century old.
Frustrated, thought I made a mistake. Called TWC, and very apologetic.
Went to Fullerton TWC, saw the modern TV display/​line up GREAT!!! Better than the competitor for sure…
Associate was new, assisted by seasoned employee…
Seemless transaction getting new DVR. Thank you!

AWFUL CUSTOMER SERVICE! The Technician was 4 hours late! The whole time he was calling saying he was 15 minutes away, and was super rude. When he finally arrived, he told me that I should pay for the parking ticket that he got trying to get here. Then, he spent an hour trying to hook up my cable, failed, and then left. My boyfriend who knows nothing about cable came over, and figured it out in 5 minutes. It was the worst service I have ever received and the technician was completely unprofessional, very rude, and did not know how to do his job.

We talked to salesman early last week. Ii usually forget stuff do I wrote everything down perfectly. We set up a time for Monday 1 – 3. So I wait and wait, no tech. I call. They say I made apt, for Tues 8am. I kept telling them I made no such apt. After talking to a few different people we got it figured out. The salesman couldn’t get the time we set up so hr changed it without saying anything. In the computers notes said that they called me and told me about the change. I think I would remember the call. And the call isn’t in my phone logs. And no message bin voicemail. Plus one lady was so rude. Her I don’t give a shit voice telling its my mistake. If I had the money I’d switch companies just on thus

When your internet rates continue to go up but the quality of your service does not, I am providing a timely warning regarding Time-​Warner.
Since March of 2014, my rate has increased to over $ 12.00 a month or $ 144.00 a year (from $ 55.00 to $ 67.00) Hardly worth what you are provided. In December, my internet went bye-​bye and I had to wait four days for repair of it.
I truly wish there was an increase in competition and not having to adhere to a company that has a monopoly in your area. Based upon the price and service – it is sad and bad!

Hubby and I are moving, and, unfortunately, no Verizon Fios where we’ll be at. Time Warner Cable, instead, has the monopoly in the area. For whatever reason, we couldn’t sign up for a new contract on the phone or online. The automated phone system told hubby that he had to visit an actual storefront.
Came here on a Saturday at around 8:50am. There was already a line outside of at least 6 other customers. However, when TWC opened at exactly 9am, they already had all of the employees ready to go. Even though we were 7^th in line, we waited around 5 minutes in line, and were quickly assisted.
The employee who helped us knew her stuff and was able to answer all of our questions. We signed up for internet only, paid for the first month, and didn’t pay for installation, as hubby would be self-​installing it himself (because he’s tech-​y. :)). The entire transaction took around 10 minutes.
So, in terms of first impressions, it was easy and quick. The thing we’re worried about is the upload speed, as our work requires pretty speedy internet for both upload and download. I think we have a 200/​20, when, with Fios, we had some outrageous high number for upload (75?).
We’ll see how it turns out, but customer service was at least pretty quick in the actual store…

For the last 2 months, I’ve been experiencing numerous problems with their internet service. After 2 months, I’ve finally had enough with their fiasco and decided to switch back to Verizon FiOS. One of my fellow Unilocaler know exactly what I’m talking about.
Anywho, I came to this Fullerton TWC store to cancel my internet and phone without a hassle. And the employee was able to cancel my service pretty quick. All done. No more Time Warner Cable for me.
Now normally other reviewers who hated TWC write a negative review on a TWC store randomly and also give them a 1 star. But this review is based on customer service during the process of cancellation.
The other store where I originally ordered the internet and phone from will be getting an negative review based on overall service quality and customer service.

Time Warner Online/​phone customer service is quite horrible, not Comcast horrible but getting there.
At the store at 10 30 ish on Friday morning, 5 people in front of me, waited 5 minutes for my turn. And continuous flow of customers during my wait. 3 CSR working, looked like 2 tech in the back room.
In store experience was pretty good. Tatted up Emily helped me out. Cancelled my phone and t.v. service without hassle. (Bring your cable box, Bill, id)
They are open 9 to 6 m-​f and.9−5 sat.
Parking is plentiful. Might want to avoid weekends.
Long lines in weekends.
–1 star for making me drag my butt down here.

If I could give zero stars I would. Review based on company itself. Absolutely worst providers ever! I will make it short–
–Package include free installation-​wrong bill doubled due to installation fees
–We will send someone to install for free– received a phone call about picking up my equipment for self installation… WTF?!
–customer service and tech support, hi can I help you? No you can’t because I can’t even understand you.
–Yes our package will include a certain channel-​where the hell is that certain channel and why do I have to pay for it when you said it would be included???
Might I add all this happen in less than 2 months. Really? Get it together time warner. Hear relaying information across all departments within your company so that they know what the hell they are promising to the customers. Wish verizon was an option. Never a problem with them.

Just got off the phone with a customer representative, attempting to start services for Internet. It was honestly the worst conversation I’ve had with a provider ever. He was pressuring me to upgrade and then adding on additional fees and when I asked to think about it and call back after I speak with my roommates, he started yelling at me to be honest why I don’t want to give my social security number immediately. He ended up transferring me to his supervisor, I was hoping he would help. But he made matters worse by once again pressuring me to make a payment on a package I had not yet decided I even wanted.
I will never use timewarner for any service due to this awful encounter, where I feel as if I was pressured and put in a really uncomfortable situation.

Long lines the past few days that I have past by!
I couldn’t put it off anymore, I had to come in to pay my bill! I waited about 15 to 20 minutes paid my bill, made an appointment to have a tech come out the next day to see what’s wrong with my Internet connection! Done!
The employees are very nice and from what I see when I have to go in there, they are very patient! All in all, no complaints about the employees!
Time Warner itself is expensive (that’s my opinion)! I really don’t see how some households can afford this! Maybe this is what frustrates many of the customers, but still does not justify disrespecting the employees!
They are just doing their job!!!
Quoting Ellen Degeneres «Be kind to one another»! :D

I was in and out fast, that is what was important. I paid my bill, the thing I hate most. paying so much for so little.
Anyway, they now are making you get the so call digital adapter. You just have to feel like they took the time to flip a switch so you have to have this damn box. I just know it will be costing me later. So if you have some stock, buy it now, next year this time, they will be raking you over the coals for more money.