As my little piece of fiction suggests....

Customer: I'm having trouble--
TWC Emp: Please let me talk sir. What problem are you having?
Customer; As I said, I'm having trouble--
TWC Emp: No need to take a tone with me sir
Customer: But I--
TWC Emp: Please let me talk sir. When you and I talk at the--
Customer: Right
TWC Emp: SIR! Please let me talk! If you don't
Customer: OK!
TWC Emp: SIR! I was talking. I'm going to have to hang up on you if you don't let me talk!
Customer: May I speak to your supervisor?
TWC EMP: She's right here, sir, but she's not going to talk to you... (This one really happened)
Customer: OK, so I'm having trouble with--
TWC EMP: Is your power on sir?
Customer: Yes, of course!
TWC EMP: No need to take that tone with me, sir. If you take that tone--
Customer: What "tone"?!?!
TWC EMP: That's it, sir. I've tried to work with you, but you are being belligerent. Good day.

Hangs up.

I absolutely hate Time Warner and the way that they treat their customers. Time Warner Suck!!!

The customer-loathing employees at TWC who used to frequent this place sure have quieted down lately...

Any particular reason?

Wherefore arte the TWC customer haters?

I cannot agree with you more!!!!!!!!!!!

I absolutely hate Time Warner and the way that they treat their customers.

Only within the last hour, I was screwed by them once again. However, in my location, I have no other choice for high speed internet service. So, I am screwed alright.

I would be happy to share my experiences with anyone that is interested. My troubles have involved Cable TV, RoadRunner and Digital Phone.

After years of suffering unbelievably poor customer service from Time Warner Cable in Austin, Texas, an incident finally caused me to snap.

Read my story and tell me yours at: www.timewarneraustinsucks.com

Time Warner Cable has fraudulently charged my credit card! I made the mistake of paying my bill by credit card once MONTHS ago because I was away on vacation, and they now have my credit card in their system. They automatically charge my card now if they do not receive payment on time, even after I asked them to STOP.
In addition, they never told me about rate increases - my bill just got bigger almost every month. I will never do business with this company again.

Time Warner Sucks Big Time!
The only good service I received from them was the lady who took my initial information. They bushwacked me out of the so-called 90 day package deal I had and charged me after two months, twice! Their accounting department employs a bunch of highway robbers who make me wonder if they aren't pocketing some cash.My package which should be around 70 bucks is 120 bucks every month and I don't even have HBO etc. I've paid my bill on line, only to have them tell me I never paid. I fought with it for months and gave up. IF you are thinking about getting TWC, first consider your options...YEs, They Really Suck!

Didn't know there were so many time warner sucks sites, but glad to know I am not the only one who feels that way. I use to dislike comcast, but now I can't wait to get back in an area that actually has comcast.

I moved into a part of philly that is only serviced by Time Warner. The customer service is a joke! They take channels without letting you know (I went looking for FX and it was gone). I had friends over for a big PPV last year and it wouldn't come through, I called customer service only to not be able to get through. I email them the next day and they promise me a free PPV which I still have not received. Then last month I order a PPV and I get a letter this month telling me that they priced some PPV's wrong so the additional charge was going to be added to my bill next month.

I am looking for a new apartment now, and one of the main things on my list is that it is not in a time warner part of town.

They definitely suck !

Time Warner Cable. As an employee of TWC I have to say the reason your being treated the way you all are is because the employee's are not being treated well either. So why do we care if you care? why bust our ass in fixing all your little crying ass problems if we are not being paid enough to do such crap? why do people (stupid ones) go out and buy your crappy splitters and crappy made up cable lines in your house or apt an then expect TWC to come out and FIX your problems that YOU created? you people think you understand but you don't. you little no good crybabies go to dish or what not. see if we care because from what i see.. wheres the bad if you do?

Thanks for the good example, Justin -- I'm going to use your note in the classes I teach on Managing Service Operations.

One of the concepts I discuss is called the Service Profit Chain, which, in a nutshell, says this:

Internal Service Quality
|
V
Employee Satisfaction
|
V
Employee Retention and Effectiveness
|
V
External Service Value
|
V
Customer Satisfaction
|
V
Customer Loyalty
|
V
Profitability and Revenue Growth

So, your note pretty much sums this model up: You say you're getting treated badly, so you're unhappy. This causes you to not give a damn and not try to provide good service and you treat your customers with disdain. This leads to unhappy customers who leave for your competitors, which hurts profitability and revenue growth.

If enough employees feel like you do, Justin, then TWC is headed for a very nasty demise over the next few years -- the only things propping it up at this point seem to be its monopoly status (the only cable provider for many municipalities) and its deep pockets (which enable it to undercut new competition and buy new customers through temporary discounts). And neither of those is an attribute on which I'd want my company's future to depend.

read my blog if you wish... The reason why we (employess dont care is because you are idiots) prior poster:

Time Warner Cable has fraudulently charged my credit card! I made the mistake of paying my bill by credit card once MONTHS ago because I was away on vacation, and they now have my credit card in their system. They automatically charge my card now if they do not receive payment on time, even after I asked them to STOP.
In addition, they never told me about rate increases - my bill just got bigger almost every month. I will never do business with this company again.

1. we do not store card information. you probally paid your bill online and did not pay attention and set up a reccurring payment. It happens all the time. (customer error not our problem) It was you who did it why should we fix your mistakes.

They take channels without letting you know (I went looking for FX and it was gone).

Ok yeah it is crappy if a channel is removed or moved to another grouping of channels but we do notify via YOUR BILL!!! If you ever took the time to actually read it you would see what is going on.. Oh and btw it is not always our desicion... you should be mad at the networks to. all cable companies do is provide the service we have nothing to do with the content. we just provide it.

They bushwacked me out of the so-called 90 day package deal I had and charged me after two months, twice!

Prorates... and billing a month in advance your first bill probally had two months of service on it. the third 1 month-- if you paid your bill on time and behold your 90 promotion.

First, their customer service representatives are typically the least trained and least motivated service reps I have encountered, and that's saying something (I research customer service quality for a living).

actually I couldnt agree with you more. We dont have the best training but with cable being so techinical and nothing being exactly concrete way to fix an issue yes we are under trained. and yes we are unmotivated. Especially if you are on the phone with someone for and hour and they just know your wrong and think they are right and their shit dont stink. people who call you bitch stupid idiot..(which I hang up on-after a warning) I do not get paid to get cuseed out. We are both adults and it your going to call in with a problem your not going to patronize me. You are going to talk to me on the same level you would talk to your friends and family. You are not going to scream at me because it is not going to solve the porblem.. I absolutely dont have to deal with that. and I will not.

why do people (stupid ones) go out and buy your crappy splitters and crappy made up cable lines in your house or apt an then expect TWC to come out and FIX your problems that YOU created? you people think you understand but you don't. you little no good crybabies go to dish or what not. see if we care because from what i see.. wheres the bad if you do?

oh I sched a service call for these crybabies at their request and tell them we will charge if its not cable related. yall dummies expect us to fix something you set up i.e. 4 tvs running off a splitter... poor reception.. Our techs do not install service this way ... that is your problem you set it up you fix it.

Oh yall want me to pay te bill on time but my service never work right.,,, hmmm I dont care you got a bill you responsible for it. if your service is not working do not do dumb shit as above and it will work.

Oh and PPV especially adult movies-- i will not comment on this one anymore... if you want to know more read my blog.

If you call me and say you want to cancel you must be serious i will confirm and ask you several times ask you when you want to disconnect and put the order in. dont play that hot headed mess with me. Its up to you to call in and cancel if you want. not to me.

If enough employees feel like you do, Justin, then TWC is headed for a very nasty demise over the next few years -- I know of many employees who feel this way. and oh well. I do my job. my job description says nothing about kissing a customers ass. sure I have went above and beyond for a customer but they called in with their problem and treated me with respect if you dont give me any respect i sure as hell am not goning to give you none.. Idiots talking about they will hold til a sup comes i dont care about a hold time you can sit there all day for what i care.

Hell I dont want to work in customer service. But you know what it pays the bills everymonth. And being a recent college graduate entering graduate school this is as good as it gets.

If you hate time waarner so much why keep their service go to dish i could give a hoot it does not hurt my feelings at all. Oh and by the way if you do go to dish if you think our service is bad..... well your in for a surprise. Oh yeah no free service calls if it rains you have no service. um what else oh those commercials dish has are promotional offers. and they make you sign a contract. for a year or more and if you cancel within the contract you get cancellation fees. but enough of that. I hate time warner too. Hell I may go to dish myself when I quit-- I get it for free. BUt all this crying and whining and im about to die cause my cable been out for 5 minutes has got to stop.!

"my job description says nothing about kissing a customers ass. sure I have went above and beyond for a customer but they called in with their problem and treated me with respect if you dont give me any respect i sure as hell am not goning to give you none.. Idiots talking about they will hold til a sup comes i dont care about a hold time you can sit there all day for what i care.

Hell I dont want to work in customer service. But you know what it pays the bills everymonth. And being a recent college graduate entering graduate school this is as good as it gets."

Nice English skills, there...I'm sure that "graduate" school is plenty proud to have you.

He must be drunk or Mexican.

Come to think of it - probably both.

Just to defend myself, I dont care about grammer or proper spelling when I am online. This is recreation for me. FYI I am not mexican. And If you really want me to be technical, "Nice English skills, there...I'm sure that "graduate" school is plenty proud to have you." If you are going to pick at my "grammar" Please do not use a comma splice in your sentence. The correct Sentence would read: "Nice English Skills, I'm sure the graduate school is very proud to have you as a student."

See, This is a prime example of what I am talking about. People do not know how to treat people with respect anymore. Hell, I really dont care anyway. I hate my job. I hate Time Warner too. Why the hell do you think I'm posting here? I was just showing you what it is like to be on the other end of the telephone conversation. Of course we are unenthusiastic, We take over a hundred calls everyday with the same repetitive bullshit. Yes, it gets annoying. Yes, it is annoying when the same person calls in 10 times in one day, talks to you 3 times, and talks to 7 other people. Each person tells the customer the same thing. So yes, my day is filled with annoyances. Much like the person above that tried to belittle me on my grammar, yet they had a gramatical mistake. I am not perfect. I do not know everything about the mechanics of grammar. That is what an eduacation is for you moron. So, as we digress, back to the point at hand TIME WARNER SUCKS!!!

kc: Ignorant prejudices won't be tolerated here. In fact, it shouldn't be tolerated anywhere. Consider that before you post again. Thanks.

TWE: Your critique of my grammar is not correct, but thanks for thinking about it. My primary point was that using unintelligible/flawed writing to complain that other people are idiots (and now morons) seemed, well, a bit ironic. And given your general attitude, I hope you someday find a job that doesn't involve other people at all. A septic tank cleaner might be a good start.

The TWE poster who invited us to "read my blog if you wish" has a blog at http://blog.myspace.com/sheribillie

And to think that the person who penned those paragraphs above "decieded to major in professional English." I'm sorry, but anyone with an iota of respect for the English language would never desire to see, let alone produce, the offensively poor grammar and punctuation observed in the posts above.

oh well f*** you all If you even read my page It is pureley for reccreation. I dont care. I am not a "grammar natzi". Blogging is journaling. Grammar does not have to be correct. Oh, and trust me your sentence was incorrect. While mine was not perfect, it flowed a hell of a lot better than you.

I'm sorry, but anyone with an iota of respect for the English language would never desire to see, let alone produce, the offensively poor grammar and punctuation observed in the posts above.

You are probally correct. Mr Tutuen and Dr. Oneal would probally cringe if they say this; However, this is my diary, public it may be, but it is a diary.

And given your general attitude, I hope you someday find a job that doesn't involve other people at all.

You know thats your opinion. Don't just jump on me because I am voicing mine. Actually, I am a people person. I love people. I love meeting new people. I love being around people. But, after you have sat on the phone with a grown man, who is literly whining-- Its enough to make a person crack. It's enough to go throuh a burnout of some sort.

Just because I mentioned that I majored in English and Im planning on going to graduate school everyone jumps on me. Everyonethinks they know everything there is to know about english. But, you know what? Why is theis a topic about my grammar. Y should anyone care. If I am writing an academic paper it will be correct. If I am writing an email or memo at work It will be correct. You know I graduated with a 3.2 Gpa. I was a life scholarship recipient all my years in school. (sc lottery scholarships.) Sorry If my life Is so busy I dont have time to edit. Just another FYI. Just because Im out her on the internet. typing. Not paying attention. half asleep. halfawake. You know, If I wanted to be correct I wouldbe correct. I dont even know why im waisting my time on this. I just wish. Maybe You right. I was wrong for refering to people as idiots and morons. I'm a woman I can "man up" to my mistakes. The only person that is perfect is God. College professors make mistakes, people who have studied thier craft for years, yes they make mistakes too. I just wish for one day may the customer's could see what its like being on the other end of the phone. And sometimes I say "idiots" because people are indeed idiots.

"My tv wont turn on?"
"Did you press the power button?"
"yeah."
"Try it again."
"well what do you know my tv worked now what did you do?"

I deal with stuff like that everyday. This will probally be my last post, so, I will bow out gracefully. I apologize. I truley apologize. I will stop being a discrace to the English language and I will edit all my prior blog entries. I will make sure that it is not in "slang" or "everyday language"---which by the way is completely fine for personal blogging.Craig, my dear, you are right. I cringe at my own writing, But the fact of the matter is I am lazy. craig, for you, and for all english lovers out there I will edit. I will become the "gammar Natzi"!muaahhhhhaaaaa!!!! Ok, I'm getting carried away, but Trust me, I understand. I am intelligent. Once again, I apologize. I reaally trully apologize. My behaivor on your post was unacceptable and I deserved to be taught a lesson. I get it. Im sorry. I was wrong. Will you all please forgive me.

I would like to say that the said thing about all of this and what people should realize is that cable is not a necessity. Customers call in and first think that we have to take there shit and kiss ass go histerical over some goddamn cable get off your ass and ride a bike read a book hell kiss and play with your kids. Second of all, why would you call a center that is local talk shit and cust the person out when we have your phone number and address that is damn dumb. Time Warner Cable customers suck hello IT IS CABLE that is all dont like it cut the shit off and shut up. Dont call us asking us question when your dumb ass thinks you have the answer if it was up to me all you couch potatoes would look up your own stuff just put the damn computers out side in the parking lots and have at. Some one said she must be a drunk or a mexican what kind of racist dumbass would say that? A time warner customer!!! Bet your halfbaked ass dont know that the employees of this company are out in the company helping kids to read and do math, Katrina victims,volunteering and giving money to united way some people there whole check at times batter women shelters your kids school we donate cable and internet. and what are you doing ? some of you need to be with your children helping them read and write instead of watching all that cable. Get a life.

Wow, timewarnerfosho, you are SO right. You make a strong case that many MORE people should be helping their kids learn to read and write.

Of course, the same could be said about the time spent leaving comments on random weblogs.

Here's an insane tale. It's also 100% true.

I'm a doctor who decided to go down to the Rio Grande Valley to provide some medical care for basically no compensation to a horribly medically underserved area. I got Time-Warner Cable Internet service installed, which has worked well. Because the Spurs are playing in the finals and I want to watch them, among other things, I got Time Warner cable.

So Tuesday, I come home and the morons have cut off my cable. The Internet access still works. I still get five channels (Food, We, Oxygen, Bravo, and ESPN Classic). Everything else is filtered out at the box. So I call them up, and they say someone will be out Wednesday.

Wednesday, they call me to tell me that they've set up an "all-day 8-5 appointment" on Thursday and I "need to be there." I tell them I can't, and explain my situation. They agree to be there after 5PM. So I leave a bit early, leaving some paperwork for the next day, rush home, and get home at 5PM. They never show.

I call them, and they say "the technicians weren't able to get out there today. But we have you scheduled for an all-day appointment tomorrow." Here we go again! So I repeat the explanation, tell them that there's no way I can get off early two days in a row, and that the damned problem is outside anyway. They agree.

I call them Thursday at noon. They assure me someone will be out there after 5PM, and that they work until 9PM. Okay, fine. So I get home at 5:30 or so.

At 7PM, I call them and ask them where the hell the guy is. They radio "dispatch" and say that they'll call me back when they know. Okay.

At 8:10PM, I still haven't received a call, so I call them. Apparently the operator hadn't heard from dispatch.

At 8:30PM, I call and get another guy, and rip Time-Warner a new one on the phone. (By now, my game, really the entire reason I got the fucking cable in the first place, has started). They put me on hold for 5 minutes. Finally he comes back, says that "the technicians are running very late, but it will definately be fixed tonight."

It's now 9:10. At this point, some manager is going to get screamed at Monday, and they damned well better prorate the bill.

Fuck Time-Warner. Next time, I'm ripping a God damned satellite dish off my house and sticking it on the fence down here.

WOW DOC.. all your frustration and language, I sure as hell don't want you as my Doctor. Ok you people still don't seem to understand about cable and how it all works. doesn't matter where you live in the TWC system, there is bound to be problems. Thats like that with ANY company you go to. we ( as a twc employee ) try really hard to please our customers BUT we do deserve respect and if we get our ass kicked the minute we get out of the van, then your not getting much respect back. and if i see ANYTHING that is not installed by our twc employees, im charging your ass!!!! if you have a problem, call us right away. dont wait 2 or 3 weeks. nothing fixes itself. if you start to see a problem, CALL! we will come and do our best to get it to work. Im not crazy about twc but i do as many other techs out there take pride in our work and we work hard to get ot right for you. we know how our system works, you dont. so dont say i need a new box when you really dont. dont say i need an amp installed to boost signals, chances are its not signals at all. dont tell us what we need to install or change for you. we are techs, we have to go and check all this stuff out first and then we can explain what needs to be done. sometimes you may not like what we have to say but think about this.. Dish does charge you if they have to come out for ANY reason. they dont have VOD HBO, MAX, TMC, SHOWTIME. most of the time we dont charge to come out and fix the problems your having but be a asshole to us, get ready for some attitude back and be charged if its not our cable thats causing your issues.
say all you want be cause you are all STILL a bunch of crybabies!

I found this as TW is wanting to hire me for their new upstart in the Wash DC area for RR.

Very interesting stories/Posts -- I currently have Comcast and have had similar horrible stories, especially with their internet folks. And I am a Director of IT!

My message is for the Time Warner Cable Employee named "Justin" that posted on this site earlier. You are a prime example of a typical American. Why "Bust your ass?" You aren't even earning your paycheck right now. So I seriously doubt that you are busting anything. Secondly, your customer service is horrible. The people on the other end of the phone clearly hope a customer (for good or bad reasons) never call back. Lastly....you don't like the job? Then either change jobs like an adult or don't accept the paycheck if you do the job poorly. We suck? Not quite....YOU suck.

OK, OK, I'm sure there are some competent, empathetic, and effective TWC employees -- I just haven't met any myself.

Hey Time Warner Employees (only the ones who think customers are idiot's), you really need to understand customer SERVICE is your job.

I worked for 5 years in the rental car industry and handled the customer service line and I was in charge of handling complaints. If there was ever an industry where customers are mad that is it. You need to grow up, people are upset TW is constantly changing prices, services, and also has the normal everyday business prices. Customers are confused about why they are getting almost $200 bills when they signed up for something almost half of that. If you would follow customer service training of how to help irrate customers (through TW or on your own) you can really make your job more enjoyable.

Like I said I worked for a Rental Car Agency. All Rental Car agencies overbook by 20%, so they frequently have every rez show up and not enough cars. I as an employee understood that I was at the front line and had to handle the situation however ugly it was and save the customer. I at times hated my job. But I never felt that the customers were idiots or that they didn't have reason to be upset, and as an adult I knew not to take any abuse personal.

You do not have to take verbal abuse on the job, you can alert the customer if it is that bad and then file a complaint with TW. If they force you to be abused you have legal recourse. However, if a customer is impatient and frustrated as a customer service rep you should follow widely known steps to calm them down and then help them.

I hate to be the bearer of bad news, but all jobs involve customer service, and if you can't handle it at this level what are you going to do when the stakes are higher. A $50,000 a year job has much more accountability and workplace politics than a $30,000 a year job. Higher pay higher stress.

I recommend you seriously look into some customer service techniques, maybe these people calling you hate their jobs as much as you do.

Good Luck, it really only takes one person to be nice to make a difference. It is a quality called Character.

Just so you know I got many, many good customer service letters from customers and my company rewarded employees who got letters with $25 for each letter. I also saved those letters and show them on job interviews. Some of those customers who wrote letters, were even customers that we didn't have the cars for (and mind you these people are on business or vacation).

You don't have to hate your job. Like an earlier post said, customer service can lead to profitability and that can lead to better employee benefits. Maybe since so many TW employees share your beliefs that may be a reason for your poor compensation.

good luck.

Time Warner employees are the company. If they are rude, uneducated, and mean-spirited, like the ones who have made comments here, they deserve to be treated by both customers and supervisors in precisely the way they are treated.

This is why I just dumped Time Warner--which means they manke less so they can pay you worthless employees less. And the more customers you run off, the less you will be paid.

You can make of your job a heaven or a hell--but from now on, do it without me.

Craig, you are an idiot....
High Pay does not allways mean high stress. my fiancee' job is highly stressful and she makes less then half of what i do and my job is almost a breeze. dont post thinkgs like you know everything...

in my opinion, a 60,000 job is less stressful then a 30,000 or less job.

think of all the Teachers in this country and their salary... they make very little and they probably have the most stress... where as managers have less stress b/c they give the workload to their direct reports.

DT: I've no idea what you're talking about, as I don't see anywhere here where I discussed pay vs. stress.

I said higher pay equals higher stress.

Not all teachers make 30,000 in many areas they make alot of money.

Anyway I am happy for you that your job is a breeze. Their are always exceptions. If you read my post you'd see That was not my point. Just trying to help some really disgruntled ignorant people.

I have lived in Houston, for 17 years, I have used time warner cable for that long, not knowing you could get something else. TIME WARNER CALBE SUCKS!!. Now I know better and Iam switching to what? I don't know you be the couch. I need to have my basic channels, plus all the spanish, and cable chanels and some movies, specially Bravo, independent films. please advise what or how do I get this in Direct T.V. or Dish, I hear that Direct tv or dish does not have basics. So what is the advantage ifyou cannot have your own basic of your local networks?

Time Warner Austin is probably one of the worst isp's I have ever encountered.

For well over a month now my ping to dallas (not exactly far away) has spiked to 200+ from about 7:30 to 12:00 every single night.

I have on numerous occasions tried to contact their support and get the issue resolved.

First I tried the online 24/7 support. They asked me if I was connected directly to the modem. I told them yes, they had me clear my browser, cookies, etc. all the standard stuff. They eventually ask me to run netstats, a tracert to www.yahoo.com, and ipconfig.

I do all of this for tech #1. My ping to the first 3 hops is fine, the 4th hop (which is an austin.rr.com rtr) jumps to 200. They begin trying to tell me that it's on my end (even though the ping to the first 3 hops is sub 10). Eventually he gets around to asking me to powercycle my modem. (Pointless.) I do so. I come back with a ticket # that I was given, the next tech I encounter asks me EVERY SINGLE QUESTION AGAIN. I sit through this for about an hour, he tells that my router wasn't powercycled. (It was.) I do it again because he won't help me. Tech #3 puts me through the whole thing again. Eventually she gets around to telling me to call a phone # that she has given me, and she gives me a ticket reference number. She claims the tech on the phone will transfer me to Tier 3 support.

I call the #. The tech on the other end tells me that she's full of it and that he has no idea what she's talking about.

Online tech #4. He runs me through the same crap once again. Eventually gives me a ticket reference # and a second phone #. This is now a day later. I call this number and after about an hour I convince the guy to transfer me to the National Help Desk. They transfer me back to Austin. (not tier 3 yet) The only thing the guy will do is set up a tech visit to my house. (Which doesn't help at all unless he's there when it's actually acting up.

The tech comes, fixes nothing, I call again. I eventually get to Tier 3, (something like a week and 8+ hours of my time on the phone later.)

The Tier 3 guy tells me that he can't really help me, that it must be something the engineers have to deal with, gives me an email address to send traces to.

2 weeks later now, still no change, I've sent traces to them every night. I am not the only person affected, I know of at least 18 other customers in the surrounding area (just family and friends) who have the same issue.

To make a long story short, I got the run around for 3 days, wasted a lot of time and it fixed absolutely nothing.

Hey TWC Guy!

You should end your own misery...

A noose, pistol... Something like that.

Or better yet! Sign up for new Time Warner Service!

: )

MoWoM

I sympathize, but disagree, at least as far as Milwaukee goes. Yes, the service is too expensive, but they have gone the extra mile for me. I have a DVR (the world's greatest invention after the microwave) and digital cable and squirrels that just love my cable line. They can often fix any problems right from the office, and if not I get a 2 hour window for a house call and a call just before the cable guy arrives. Would that all of you had the kind of service we have up here.

Thanks, MG, it's good to hear that TWC isn't uniformly awful.

After two years of crappy Internet service through Time Warner New York, during which I was only able to connect to the Internet about 50% of the time (despite the assurance of repairmen that they "fixed" the problem), I finally just cancelled my account.

They told me I needed to schedule an appointment for them to come and disconnect my service. OK. Saturday (7/22) between 10 and 2. At 3:00, I call and ask what's going on. Apparently, nobody was ever dispatched, so they need to reschedule me for Wednesday (today).

I'm working, so the bf come over and waits for them to come between 8:30 and 12:30. He calls me at 1:00... no one there. WTF???!!! I call. The rep tells me she will have to "call me back." 4:00pm. No call back. I call, wait on hold for 20 minutes, and learn that no one was ever dispatched.... AGAIN. Then the guy's like, "Why don't you just bring in the modem to one of locations?"

I'm livid at this point. "YOU MEAN TO TELL ME THAT I JUST WASTED TWO DAYS WAITING FOR YOU PEOPLE FOR ABSOLUTELY NOOOO REASON???!!!" I tell him I will throw the modem out the window.

So my quesch is: if I do this, do I only lose my $25 security deposit? If so, then it's totally worth it. I just don't want them to charge my credit card some crazy amount...

all of the comments i'v read will tell to go back and get comcast today the time waner cable go the location that i am in is southern california everyone in this place is right the on-demand service is at least 1/4 or not even 1/4 maybe 1/5 of what comcast has here is the list what time warner doesn't have in there on-demand service mtv, mtv2, fuse, havoc, bet, sundance, free movies, harmony, concert, tubetv, nick, nick2, speed, nfl, nba, spice, animeselect, something werid, players network, vh1, e!, network primetime which has cbs, guitar lessons, karaoke, dod, vibe, i can think of anymore but that is all of the on-demand service is gone complely gone. In the transtistion I wish that Comcast comes back I'm willing to make a petition to bring back Comcast to the people in California but the petition won't just California but everywhere were Time Warner has done its damage with its customers so if anyone want's in help me do it to make Comcast the best Cable company in the U.S. BRING DOWN TIME WARNER CABLE.....

we've suffered with adelphia and its crappy station lineup-- loaded with worthless sales and religious channels-- one dedicated to 24 hours selling 'dysfunctional colon' cures-- for years. While they raised prices regularly and took away good channels, the management were busy looting the company. now since time warner took over, this miserable outfit took away one of our good channels-- the NFL network--and did not reduce our monthly fee. Some regulatory agency made them put it back for 30 days and during that time i'm looking at Direct TV. Will the last customer using TWC please turn out the lights.

My experience with TWC NYC is horrible.



Context: I was setting up new service in a new apartment for two TVs and an internet connection.



My original work order (to be installed on 7/27/06) called for 1 DVR Box, 1 Regular Box and 1 Modem (3 items). When the tech showed up on time at 2pm, he apologized that he ran out of equipment and would only be able to install the Regular Box and the Modem. He assured me, however, that his field supervisor would come back before 7pm that day with the Regular Box. "No problem," I thought - but this is where the trouble began.



When no one showed up by 7pm, I called customer service and they told me to wait until 9pm and call the next day if no one showed. Of course, no one showed. I called TWC the next day and they told me they wouldn't be able to make an appointment until 8/8/06 (11 days later) for me to get the Regular Box. (Despite the fact that they have locations in NYC, they told me I cannot simply pick the box up).



In any case, today (the 8th) a technician shows up with a DVR Box and a Modem, but no Regular Box. REPEAT - the tech brings me the equipment that I already have and not the equipment I need! Of course this wasn't his fault - he simply followed the incorrect work order supplied by TWC. TWC wasted four additional hours of my time and at least an hour of their technician's time.



When I called TWC NYC to complain, they didn't even apologize!! In a situation like this it is pretty clear that it is THEIR FAULT! I have the original work order (from 7/27) in my hand that lists three items to be delivered. Two of them have "INSTALLED" next to them. One does not. This shouldn't be very hard. However, instead of apologizing and solving the problem the service rep said (with nasty attitude), "What would you like me to do about it?" Are you KIDDING ME? I would like you to get me the box that I ordered without wasting any more of my time. I have already waited around for 12 HOURS and still donot have my order filled. Now I will wait again tomorrow for 6 hours. We'll see if I get what I need.



The key here is that TWC reps have an awful combination of incompetence (the inability to fill a simple work order out correctly and attitude (the need to blame everything on the customer as if there is any way I could possibly be responsible for this.



What an awful company.

I haven't had any problems on the tv end of it, but I have to keep my cable modem 2FEET! from the wall output or I keep losing signal. I then run the modem to a firewall/splitter and then to my computer and PS2. Works fine that way now. When I first got cable internet from them, I had an old Mac, the internet actually ran SLOWER than a modem. The tech came out and told me IT WAS THE MAC?? Could have been, but I doubt it.

Well, I do agree that one can attract more flies with Honey, than with Vinegar.

Having said that, I'm a new customer with TWC (Houston), and have had them for almost a month now.

When the installer came out to hook up my service, the reception quality of the basic channels was almost un-watchable.

When I questioned him about it, he said it's because of my splitters.

I found that odd because I don't have any splitters, and when I informed him of that, he said, "Oh yeah. Well, I'll run some line tests."

After he ran his tests, he said the signal is fine and at "18 DB" (I don't know what that means, he said it's Signal Strength).

He then hooked it back up to my TV and the quality was still the same (bad).

He said I need to call to have a different tech come out that can fix it, and he didn't know what the problem was.

After he left, I called like he said, and 3 days later they sent that same guy to my apartment...

He recognized me and rolled his eyes and just left.

So I called TW again and they agreed to send out someone else later that day.

The new tech did show up, and was a woman, and she told me to get a box because they recently upgraded my area to something called "Digital Simulcast" and it was messing up the signals for non-box customers.

I was finally able to pick up a box from the local TWC office today (I had to get a ride from my brother who had to take off work), and it didn't work.

I called the number on the receipt and they told me to take it back and exchange it for the "DVR" box because it's better and the standard boxes don't work right.

So I did the exchange and when my brother hooked the (rather heavy) DVR up, I was surprised to find that it's not working either.

So, my bro hooked the cable directly to my TV, only to find that it's not working that way either!

We took the (rather heavy) DVR box back and told them that my cable is out, and I asked them to set up an appointment for a tech for me.

They then told me that I'd have to call them because they can't set up a tech visit from their offices.

So I get home and call them, and they said that they can have a tech come out next week (on the 24'th).

I agreed to that and said in an understanding tone, "Boy, the new digital simulcast service ya'll have is working you guys pretty hard, eh?"
They asked what that was, so I told them what the tech told me, and they said they never heard of it and put me on hold to ask a supervisor.

About 10 minutes later they came back on the line and told me that I'm not going to get digital simulcast in my area until 2008.

So I changed the subject back to having a tech come out and fix my cable, confirming the time and date.

As I spoke, my cable came back on, and the picture was even worse.

I kept that to myself.

I've looked into getting either Dish Network or DirecTV, but another Apartment building and some very tall trees are blocking the part of the sky that the websites say the dishes will point at.

All in all, I am a very dissatisfied customer, and if it were not for my brother (he has a multi-tuner HTPC and lives elsewhere) I would have missed all of my favorite shows.

As for the rude comments about getting a life and what not, let me just say that it's not a viable option (nor is it a useful suggestion) for those of us who are confined to a wheelchair.

At least some of the other TWC customers have the option to have equipment delivered.

I have to ask my brother to take off work so he can drive me to the local TWC center.

They also demanded that I show up in person for all equipment pickups, dropoffs and exchanges.

My only option at this point is to try to save up enough money so I can move to where my brother lives, but if I do that, then I am to far away for my insurance to cover the cost of the shuttle to and from the hosiptal...

Amen to that!! Time Warner just took over Comcast in my area and my connecion speed in in the toilet. Customer service? Ha! Try to complete an online form with 24k connection speed. IT SUCKS!!!

I used to work for the Ohio Time Warner Cable as one of their recruiters. I didn't recruit for Customer Service but the Recruiter that did was not motivated to fill her position w/ qualified candidates, she was motivated to fill her positions with bodies. The director of the customer service department didn't care if employees were giving quality customer service, he cared that they were there taking phone calls...afterall, the average wait time was over an hour on hold. That was one of the major problems with TWC, they don't understand what their customers need- they don't want to pay their employees a fair wage- therefore, their employees don't care about the customer. Time Warner is still operating in the stone age when it comes to developing their employees. Even if you happened to be the one employee that was motivated and went above & beyond, you'd eventually become the pieces of crap that post to this website- because, you see them getting the same increase you did for a third of the work. TWC has a hard time keeping good people because they don't reward hard work, until they do, their customer service in all facets of their business will suck.

I feel ya I was on the phone for over an hour and talked to 7 different people. My service was disconnected for non payment of service, and it was paid 3 days prior and I had a confirmation number and they tried to tell me that I still didn't call my payment in. So I had to go through making the payment again. My service was restored. 10 minutes after I got off the phone with them, my service was yet again disconnected, so I called again, spoke to a lady and she told me that I didn't even have an account with them...AHHHH...Then I was on hold for over an hour and yet again received another person who didn't know what the heck was going on and stated that I didn't have an account with them and then transferred me to another line where I had to wait another hour to speak with someone.
Too Bad TWC is the only one that offers service in my area, so I'm pretty much stuck with them.

What I like is when I get aguy telling me right off the bat that he works for cisco.... Thats when I know I got to explain EVERYTHING, -but anyway the most common problem that you get when YOU want to save $9.95 per month by getting YOUR OWN router, is that we use a dynamic IP. It is faster and more secure. "Dynamic IP" is a fancy word for IT CHANGES. So when it does YOUR router more often than not loses the IP or doesnt get the new one ***NOT OUR PROBLEM*** its YOUR router. the reason it doesnt happen when you get Home Networking thru us is because we use a device called a GATEWAY -which is a fancy name for MODEM AND ROUTER IN ONE -which means one ip address, and eliminates the issue. Dont get mad at US because you want to save a buck --You save $10 per month, and you gotta EARN IT now. When your service has this sortof interruption remember: "there's your $10 per month"

Oh and for those of you who like to argue about "it says im connected" dont understand thatit'sonly saying its connected to THE ROUTER... dummies!

Meh.

Day 1: Went and picked up a Time Warner Cable Road Runner Self Install Kit, I took it back to my apartment hooked it up and immediately noticed that my TV was fuzzy and my Internet would not come on at all. I call Time Warner and talk to 3 or 4 people; they end up telling me someone will be out in 3 days to take a look at it. 3 Days Later: I realize that sometimes apartments have bad Cable Outlet signals when using a splitter and that this might be the problem. But I wanted someone to come out and make sure that was what the problem was. A tech finally shows up around 4 pm and puts a Meter to my cable outlet. He tells me that the signal is very low and that it is not normal at all. He says that there is nothing he can do and that Dispatch will have to come out and do a rewire. He tells me that they should contact me in 2-3 days and that they will take it from there. He was a nice guy (he made my signal worse by messing with it) but I do not have a problem with him..... 1 1/2 weeks later: My cable and internet have been going on and off for over a week and I have yet to hear a single word from anyone. I called and told a tech my problem. They look on my account and tell me that they have no idea whatsoever about anyone coming out to my apartment for a rewire. They said they will have to reschedule it which they once again say “Dispatch will get on contact with you". I started thinking about it and called back and talked to a guy who told me how I am getting screwed and this shouldn’t have happened etc. He swears to me that someone will be out THAT DAY to fix the problem. I say ok and wait...and wait.....and wait..... It is not 6:30 pm and no one has shown up. I call Time Warner back and they tell me that they know nothing about someone coming out tonight and that they would have to leave a note on the Supervisor of dispatch's folder and that he will get back with me first thing tomorrow morning. The next Day: My internet and cable are still messing up constantly, but I stay semi calm and wait for Jimmy Robinson (the supervisor) to call me. It is now 2:00 pm and I have to go to work so I call back and tell them their supervisor never contacted me. They put me on hold for exactly 33minutes and come back and tell me that Jimmy Robinson knew nothing about it and will have to get back with me. I get upset and ask them how I can contact him instead of waiting for a phone call from him. They tell me there is no contact number for him. I hang up. 2 days later: Still no call Internet still messing up. I call back and speak to someone and tell them the problem etc they tell me that Jimmy Robinson had determined that it was the splitter that was causing the problem. I then start to realize that I am dealing with some real educated people and I explain to the tech very slowly how it was not the splitter because a tech had come out several days earlier and determined it was the outlet and that I needed a rewire. They say that they will re schedule dispatch and as soon as they say this their phone hangs up, I do not know if it was intentional or not. I call back and get a guy on the phone, he reads over my problem and I explain to him how I am tired of being basically lied to over the phone and I want someone out to fix the problem. He then proceeds to tell me “I wish I could pull something out of my butt and help everyone but I can’t" This makes me furious and I get his name and hang up. I call back from work and get the run around again this time I talk to a supervisor to Promises me that someone will be out on Friday and it is an all day appointment. Friday: I TAKE OFF OF WORK to wait for this person to show up. 4pm comes around and I call back to confirm the appointment, the man I talk to reassures me that someone will be out before 9 pm. 7:30 pm comes and no one has shown up or called. I called back and spoke with someone who called Dispatch directly, they said that they WILL be out before 9 tonight, I hang up and wait some more. 9:15 comes; I call back and speak to a guy who tells me a familiar story “The supervisor determined that it is your Splitter..." I cut him off and tell him that the splitter is NOT THE PROBLEM AND THAT IT IS THE CABLE OUTLET AND THAT THEY WERE SUPPOSE TO DO A REWIRE! I get a supervisor and she apologizes etc and I am nice with her but extremely frustrated, she tells me there is no excuse etc and that a supervisor will be contacting me tomorrow. Tomorrow: I get a phone call around 10 am and speak with a supervisor named Tasha who tells me she will fix the problem. The problem is that she is doing nothing but telling me what every other call tech has told me and does absolutely nothing but waste minutes on my cell phone. I get upset on the phone and explain who I took off a day of work and no one showed up, she doesn’t seem to give a crap and tells me " You can just keep talking to yourself it isn’t doing much good" I get pissed at her and the convo ends. 3 more days of me calling back and getting the same story and broken appointments...... FINALLY 2 guys come out to rewire the apartment, they show up and immediately start complaining, they mess with a wire in my pantry for 5-10 minutes, use my bathroom, urinate all over my toilet lid then tell me that there is nothing they can do because they need access to the attic to fix it. I tell them to give me 5 minutes and I can have maintenance come and get them in it. They say they have to go but they will call me back around 5 and then swing back by. I say ok and call maintenance and get all the information from them and have it set up for them. I wait and wait it is 7 pm and they never call. I called back to time warner go through the whole spill. It brings me to now, I call back and tell them to forget it and that I want credit to my account. They told me that they cannot do that until the problem is solved which is complete BS. It is NOT MY FAULT that they will not come SOLVE THE PROBLEM!!!!!!!!!!!!!!! I finally talk to someone else and he gives me 20 dollars credit BS........ So as of this moment my TV and internet have been on for 2 days and only cut off once. I told time warner I am completely fed up with their BS and that I am just going to wait for it to cut off again then switch to bellsouth internet. Time Warner Cable is one of the most horrendous companies I have EVER dealt with and for every single Tech that get on here and defends their actions they can seriously kiss my ass. There is absolutely no excuse for the crap they have put me through.

Want to know the real reason Time Warner doesn't give a crap about anyone???

Because they own half the f-ing world... Bush has made it easy for media companies to monopolize the market. Therefore, when you want to order internet/cable, you are stuck with Time Warner. Get this: I can't pay anything less than $55 for basic cable because of the monopoly by Time Warner. Guess how much my aunt in Dallas pays for the same service? $13- because she isn't in Time Warner's service area.

See here:
http://www.thenation.com/special/bigten.html

and here:
http://www.thenation.com/doc/20020107/miller

Hey Guys okay.. i have been reading this whole thing about Time Warner Cable, which is freakin funny. I only came across this thread because I was trying to figure out if I could transfer saved programs from my TWC DVR box to my laptop... since it has a USB plug in. But anyways I have to say that all your problems with Time Warner Cable isnt isolated. I mean we all go through problems with not only our cable, but our insurance, our utilities.. so forth and so forth. Now I work for TWC as a Network Security Engineer (has nothing to do with your cable, although I get asked all the time about cable problems) and im not here to tell you that TWC is great. Becuase it isnt and neither is 99.9 percent of the companies in the World. The truth is every company has its downfall, one way or another. And not all companies have people who walk into work all happy.... lets face it no one really wants to work, if we all had it our way, we would be rich living out our dreams of traveling or starting a business.
And for those who have worked in a customer service area, all know how it feels when your dealing with a customer who has no clue. I have been there, even in the Marines I had to deal with other Marines who.... well lets say the lights were not installed, the hell about them being on....lol. But the truth is as a customer we need to pay attention to things like the bill which has good info about whats going on, we also need to stop being "Mr.Gadget" and hook up 20 TVs to one line (Im guilty of it too). Another thing is understand that if your living in a Apartment, your going to have problems, and it can be a number of things that Time Warner Cable has nothing to do with (Right now im going through this).
I have had service with most of the companies like Cox Communications, Comcast and Time Warner Cable.... and I have had the same problems with all of them in dealing with their tech's. And I have had customer service problems with almost every company I have come in contact with.... problems are going to happen, as long as they are not a "all the time" circumstance, then I can deal with it.
And if it makes anyone feel better, I do apologize for some of the customer service problems you guys are having. But not all Time Warner Cable employess dont give a dam, some actually do care.... they get as frustrated as you when they cant figure out how to fix your problems. And you have to remember that not everything has a fast and easy solution.. its just like a computer... crazy things happen that are hard to explain.

Of all the utilities I do business with, Time Warner is by far the worst! 3 or 4 weeks ago, I had to have a service call due to pixelation on one of their channels. This morning, when I turned on my TV, I was greeted with a bright blue screen. I'll have a service call coming in tomorrow afternoon (I nickname Time Warner Service Calls as "Time Warner House Arrest." Time warner is also the only company I do business with, who telemarkets me. Though if they call me again, I'm going to take legal action. I wish Rochester, NY would get another cable company, so that I can drop Time Warner.

boo friggin hoo
it's you guys who call me in tech support because one of your 400 channels are fuzzy and "its the only one I like..." and totally freak because either the tech date is 3 days away in a 2 hour window, or its tomorrow but its all day. And I hate how you all think our Supervisors can do anything: NEWSFLASH: they have less capabilities than we do...remember that next time you ask for one.
I work in time warner tech support in the outsouce office-- i don't even live in the states. Where I live, we have a little Mom-and-Pop cable company, and my internet was out and my tech date was 5 1/2 weeks away. So maybe stop acting like cable tv outages is an emergency. When you have a dentist appt or appt at the bank, you don't bitch to them becuase thir appointments are in the middle of the day. If your cable means that much, then accomodate. And here's a thought: If you live in a densely populated city, the more cable lines that run, the slower and more intermittent the service will be. It has nothing to do with individual companies: it's a fact. So if you run a home office off the internet and you live in the middle of town, then HEY! chances are it can go out. Deal, or send smoke signals.
thanks

I work in the field for TWCable repairing cable daily. A good 70% of my calls are caused by customer tampering. The other 30% comes from things like weather (not even 10% as bad as sattelite) power surges, tree trimmers, just anything that can damage a cable.

So when the normal 70% of customers jack the cable up or call in for something that is not our problem by:

putting their 19 inch tv on top of the set top causing overheating

wiring 3 two-way splitters (one always backwards when clearly marked "in" and "out")on one line because they are to cheap to pay the measily 20 bucks to have two more rooms installed correctly. It takes a minimum amount of signal to make set tops, modems, or even standard cable to work correctly. Any splitter or extra length of cable takes away form the signal.

Taping to ends of finely pocket knife trimmed cable together.

Running cable 35 ft around room over a patio door and two closets and then putting 3 staples throught the center conductor (happened yesterday).

Using a remote with dead batteries "See here... It does'nt change channels unless I press the buttons on the box!" I wonder why.

My days are filled with this crap.

We do not use gold RCA splitters. When explaining to the customer that the splitter is the problem they say "The installer did that." OK, sure.

We do not hook set tops up after the VCR "My on demand does not work." If you do not understand why it does not work it does'nt matter because us technicians do. But it makes sense to hook up a VCR after the set top basically SO YOU CAN RECORD WHAT YOU ARE WATCHING!!

Our cable does not come off the reel dog chewed!

All these things fill up my day and yet I still manage to make 99% of my appointments on time. I am sorry if you are that one person that gets reschedualed because I am working until 11:30pm at night trying to fix an honest problem like the power lines dropped on our cable and smoked every piece equipment 30 feet in the air for 3 blocks. I would probably had that fixed earlier and been at your house on time but I spent 4 hours rewiring Johnny F--kface's house because his chow chewed 5 external outlets half way through.

As for the customer service department, I will admit it depends on who you get on the phone. I get just as mad when a customer has HD and should be watching their TV on a component input. They accidently bump the input button on the TV remote and the world ends. They call in and the dummy on the phone is telling them to put the TV on channel 3 and since that source is not needed... usually it is not hooked up. Therefore, no picture! "We'll send a tech out to punch one button on your remote because you did'nt listen to the tech when he explained how HD works nor read your manual for your 2500.00 LCD TV." That is what happens when you hire someone for their speaking voice.

For the people who work for TW and are complaining the employees are treated bad. Maybe it is just your department but I am treated well and one of the things I love about my job is if you do a better job than others you get better raises. I work hard and do my job and I make more money than people who have been with the company 3 times as long. I actually do pretty good now. There is a lot of benefits that come with this job so just think about that when putting in the OT while taking care of the customers that pay our salary.

When I knock on your door I will be courteuos, respectful,attentive and will fix your problem in timely manner even if your backwards RCA splitter caused the problem. I am sorry if you had a technician at your house that treated you otherwise but he may have just left Johnny F--face's house and is just trying to get home to spend time with his family. Instead, he is at your door because even though the job quota had been reached for the day, you pissed and moaned so muched cause spongebob squarepants was fuzzy that the CSR was forced to "must do" the call into the pool.

working for twc as a tech. II I do understand the fustration and complaints, you have to in this business. But you have to understand we all strive to do our best. It's hard work, not everyone can do this. Little pay, climbing poles, customer relations and doing this in a very small time period. It's wear's on you. As part as modem's issues, HD problems, I run out of 6 of 10 calls can be corrected over the phone. We are trained to start and stop conversations very quickly because of the work load. In my opinion it goes both way's. TWC need's to take more time in dealing with the issues on the phone besides making quota's and the other is customer edication. I can not count on the times I run out on a call and find that somehow the t.v. don't work and it's on a wrong input, or on ant. blocking out channels. So in my mind, it goes both way's. TWC needs to be more knowledgeable or helpfull but customers have to realaize that we are not responsible for your home (Wiring). We don't drop everything and run out because you are having trouble's operating your own t.v. At lease 50% of the calls I and my fello tech's run on is not TWC's problem (spyware, computer slowness, hooking up vcr's, dvd players, etc...we do this to help to keep customers, which take's our time as tech's. We may take several day's to come out, but understand I see this as being alway's an issue that everyone has to deal with and in time will get better only the knowledge and understanding on how thing operate on both sides of the phone.

They are the worst company I ever experience with Customer Service!! 1000%
SUCK!!!

My internet was down for 2 days and I had to wait for 50 minutes!!! NO KIDDING
50 minutes to get to a customer service that can not help me with the problem
and send me back to another waiting line.

I had to call the next day and all they had to do is just send a test signal
and in 5 sec. But I have to wait 40 minutes again this time. WHAT KIND OF
COMPANY IS THIS? Especially they keep repeating "YOUR CALL IS IMPORTANT
TO US, KEEP WAITING PLEASE".

I am going to DSL in a heart beat when my area are availble and switch my
TV cable to DirectTV.

Thank you CANDY for inserting much needed common sense into an otherwise ludicrous discussion. I enjoyed "Johnny F---face" references, and completely agree that from the perspective of the angry consumer, TWC never stands a chance.
To all posters: keep your posts short and concise. Readers tend to skip over the 2000 word tales of woe. Sure, grammar is important, but try and read the message. Try to say something useful. And resist the current trend of personal attacks. It's just too safe to type invective and hurl insults from the comfort of the couch. If you wouldn't say it in person, don't type it. It's cowardly.
Bring something to the discussion.
I don't want to hear one more story about the guy who had to wait around for the cable guy. It has happened to every one.

so basically this thread has taught me that the majority of TWC employees are degenerate scum. your run of the mill white trash who thinks that what they do is so tough they deserve more money. everyone gets shit on at any job. deal with it. your all a bunch of ladyboys. apologies to the TWC employees who actually get off there asses

Time Warner really SUCKS! As a former Adelphia customer, I experienced issues, but never to the level since TWC took over. I had no service half the time after they started to rearrange the channels and when I called in the hold time usually exceeded 50 minutes. When I requested they credit my account for the month of December, I got different amounts thrown at me by various reps. Of course the next person had no idea what the previous rep agreed to refund and it went on and on, and of course no service for more than two days at a time. Finally I broke down and signed up for DirecTV - which works beautifully. Even though I cancelled the service, today I got a bill, pro-rated until 2/20???? Again, I had to call only to be on hold for 30 minutes (are they improving?), but the rep hung up on me! I wasn't rude, I wasn't yelling at her.. all I asked for was the bill to be corrected, and she hung up on me! I can't believe how bad the service is; actually it is non-existing. I'll be glad once I am completely free from Time Warner. You should all do the same and put them out of business.

I hate Time Warner and it's not because my house is wired wrong. They recently took over Comcast in my area and ever since then everything has gone to shit. First, once they took over they immediately started charging me $71/month for Roadrunner even though i had digital cable on the same account. 3 months later i finally get an answer from them and they fix it. I do not get reimbursed for those three months. Second, two Fridays ago they sent a tech over to turn off my cable (digital, internet, everything). I payed my bill, i don't use the internet for anything illegal, what gives? After three and a half hours on the phone i found out that the tech the right address, but the wrong street. It took them 6 days (SIX DAYS) to get someone back over to turn it back on. And now, my internet has slowed to a crawl. I call their 1-800 number (which i have memorized) and they say that there is a national internet outage. I am speachless. As for their business internet plans. They think that they can charge twice as much for the same exact service just because a company (and not an individual) is writing the check. The sales guy kept telling me that "you will get it fixed immediately when something goes wrong." Well something shouldn't go wrong so often that i need to pay twice as much, right? Says a lot for their service, that their internet goes down so often that you have to pay extra to get it back up again in a timely manner. There are no other wired broadband internet providers in the area, but Cingular/Verizon/Sprint/ANYTHING wireless broadband internet is looking better all the time. And i never thought the day would come where a WIRELESS connection was more reliable than a WIRED one. R.I.P. Comcast

Yeah. FUCK TIME WARNER.
The ONLY time they answer the damn phone on their customer service line is if you are calling to START UP a new service. Of course they don't answer if you have billing problems or want to cancel service. Of course not.
Oh, and of course you can't switch service or take care of billing problems by phone. No. You have to drive to their gay ass little store and talk to the retarded clerk chicks who don't know their ass from their head.
And don't you love how now they bill you a MONTH IN ADVANCE. Now we have to pay before we even get their shitty service.

I have never complained about a company online before, but this really makes me mad!

After 20 years with Time Warner, they have really done it with this - and I'm so mad I'm tempted to "walk" but have no idea where to go.

We pay $10.95 per month for the "privilege" of watching HBO. 18 months ago, we got a DVR so we could enjoy some of those features. That was $6.99 per month. However, we were still able to see HBO on our other non-DVR TVs.

BUT now they have cut off our service to our non-DVR televisions - and tell us the ONLY way we can see HBO on our choice of televisions is to get a DVR for EVERY television. AT $6.99 per TV!!!

So basically if we want to watch TV anywhere other than our family room (or if we want to watch different channels, for example) we will have to pay $6.99 per room.

NOW THAT'S HIGHWAY ROBBERY!!!

Time Warner Sucks the google keyword phrase that gives this site the number one position. Ah Congratulations I guess. Here's my tale: TW takes over comcast, service gets even worse. They have a problem with three nodes in their network. I generate a support ticket and after one month with no response I call the local office. They transfer me to a call center probably 1500 miles away. The tech verifies the network issue and says that even if she generates another ticket, no one who can really take care of the problem will ever see it. She says I have to have a tech come to my house, even though my equip is fine, to report to a person in the area in order to escalate the issue. I agree. I have to teach the tech what a tracert is and then I have to explain it to his supervisor who also admits he has no idea what I'm talking about. Well that's the last contact I've had with TW. Problem nodes that consistently time out: 76.166.2.0, 76.166.1.44, 76.166.2.178

I agree....FUCK U TIME WARNER!!

We signed up for cable a month ago in our new apartment... after 4 of the MOST stupid techs have come out to figure what i've told them in the first place.... that they need to run a new line...
If I'd owned the place i'd do it myself... but I don't.
Their customer service sucks and the only skill that they have is to 'reset' your box wich any 2 year old child could do...
and the earliest you can get another appontment is over a week from the time that they are in your house saying..... oh... we're to stupid to fix it this time... lets come out in 10 days and be to stupid to fix it again..
I wish I had some other option than time warner.... but i don't...
I guess I'm going to buy another sattelite dish!!!!

"They have a problem with three nodes in their network. I generate a support ticket and after one month with no response I call the local office. They transfer me to a call center probably 1500 miles away. The tech verifies the network issue and says that even if she generates another ticket, no one who can really take care of the problem will ever see it. She says I have to have a tech come to my house, even though my equip is fine, to report to a person in the area in order to escalate the issue. I agree. I have to teach the tech what a tracert is and then I have to explain it to his supervisor who also admits he has no idea what I'm talking about. Well that's the last contact I've had with TW. Problem nodes that consistently time out"

Jeneatte - I am having the exact same thing happen. They tell me that the modems in my "node" are cycling on and off, but today I am told that I need a technician to come out because it is a problem with only my connection. Hmmm - this happens to coincide with the changeover from Adelphia to Time Warner and is exactly what happened when I was told the "node" was cycling on and off. I have been without internet intermittently since Friday (I am presently on dial-up). Very scary as I see you have had this problem for over one month. Is there some government office we can report this problem to?

This is for the post with the HBO not on the other TV's. HBO is not offered with standard cable. You do not have to have a "DVR" to get the channels but you do have to have digital set tops. That is the 6.99 per month charge per box. Try asking the sattelite companies to make your other TV's work without a set top! Be thankfull we still offer standard service for your Curtis Mathis TV. One day standard service might go away all together!

I want to shoot those bastards in the head,,
but how do you teach (punish) a vile corporation like this? the bitches

Okay, I understand everyone's frustration as far as how different things are handled by Time Warner, as an employee, I can say that I love my job and have never had an upset customer be upset when they hung up. Pricing-we are required by law to notify of any increases in your bill within 30 days and it is posted on your bill considering that is what is being affected, if anyone is like me, I pay it and don't bother to look sometimes but it is our responsibility as a consumer to take respopnsibility to look at our bills. AS far as channel line-up changes, this is done based on agreements with networks and we try to avoid the changes but unfortunately negotiations are done as to where they are put on the lineup and we are constantly evaluating our customer needs to find what channels are being utilized by our consumers and which are cost effective to our consumers. I mean there are alot of things that consumers are not aware of and I wanted you to better understand that from a business aspect, we try to do what we can to accomadate all customers. As far as promotions, these are drastic savings for a limited amount of time, and yes your bill eventually goes to full rate as with any of our competitors promotions. Unfortunaley, with the way the economy has been taking a downward turn the cost of everything is increasing, I mean look how much a gallon of gas costs. As far as the additional outlets in your home, if you pay the additional fee at installation based on your area, we do service the line for no additional cost, it is wiser for you to be honest and let us know how many lines you need and to pay at the initial installation because splitting lines thereafter does cause signal breakdown where if we are aware of how many lines are in the home, we can put an amp or a booster in for no additional cost based on your area and be sure that all levels on all tv's are working before we leave. It is lack of communication and if you take the time to actually hear what we are trying to say and communicate to you, you may feel different about Time Warner. I love my job and have had to deal with very difficult customers on a regular basis but they were mainly upset because they misunderstood a prorated bill or that their promotion had expired which they had signed up for over a year ago and forgot that it was a promotion. Take a deep breath and realize, yes you are entitled to your opinion but remember that person on the other line that is an employee of time warner and we are not paid to be abused or harassed, we, too, are people.

I just happened upon this forum, but now I've read every word. The fact that a single company inspires so much catharsis is actually pretty amazing.

I have my own cable modem complaint; it's pretty much like the others. I don't have splitters or a dog, and yes, I know how to operate a remote control (I even know what DOCSIS means). So I guess I'm waiting for a TWC employee to tell me why the problem is my fault. Any takers? I don't blame TWC for a faulty modem -- obviously they didn't even make the hardware -- but the appointment scheduling is really comical. Of course internet service is not a life and death matter, it's a convenience. But it's a convenience that I pay (substantially) to have.

To the TWC posters who say that customers who aren't getting the service that they pay for are just "whiny" or "crybabies," would you be angry if you bought a new car and it was delivered without one of the wheels? What if you were then told by the dealer that you would have to work around his schedule, take a few days off work, set up some appointments that never happen, then maybe he would fix it or maybe he would send out an endless series of technicians who would look at the car, shrug and say they would have to call in someone else? I mean, come on, it's just a car! It's not life and death. Can't you just walk to work? He might even give you a service credit after the problem is resolved, if you call again and ask for one. How dare you be such a crybaby! Oh, and your payment is overdue and we'll be charging you for that. But we told you about it in your statement.

Also, it's not exactly fair to compare cable appointments to medical appointments. Medical appointments are, in fact, a life and death matter, and cable is not. Therefore I will take time off work to see a doctor, but not a cable technician. Make sense? And the medical profession has something called an emergency room to deal with problems that occur outside of business hours. Has it occurred to you that evening service hours might be more useful to your customers, or have you given up completely on the notion that customers' interests mean anything?

I sympathize -- I would hate to be on the other end of a TWC service call (maybe not as much as I hate being on this end, but close), and it's all the worse because the person I speak with has no control over the ludicrous appointment policies (or much of anything else, I gather), and has to spend the day being a punching bag to absorb the anger his or her company has created. But you can't blame the customers for not getting what they pay for. TWC, finally and without qualification, sucks. I hate them. I hate them for making me hate them. I'm not sure there's much anyone can do, given the protections they are allowed, but can we find out who their congressional lobbyist is and have him deported?

Time Warner Cable has its detractors, but in my area (Chapel Hill, NC), they are doing the best they can. Every time I call with a problem or concern, their customer service personnel are willing to listen and respond. I have all three TWC services (expanded TV services in two rooms in my home, which require a cable box for each connection, cable modem for Internet services, and digital phone) and I could not ask for a better sense of "trying to do right" by the customer. Am I paying a premium price? You betcha. But I know that the telecommunications industry is competitive and in a tough situation, and TWC will continue to do their best to serve its customers. Let's show a little respect for the working men and women of TWC on this site. Thank you for the opportunity to share my sentiments. My customer # is 414017-02.

just got off the phone with TWC support for what is, at minimum, the twentieth call fro the same low signla strength macroblocking problem. They'll have a truck out Thursday.

It took me a while to understand why a business would spend so much on low-level on-site techs, on phone support, rather than actually rolling out sufficient technical muscle to actually fix our problem.

The answer is obvious... it's cheaper than fixing the problem. Most people are soon worn down by repeatedly calling TW, waiting on hold, waiting for the cable guy to come, waiting for him to finish.

And TWC could care less if trucks are lined up behind each other to service the one guy in 10K who is actually demanding sufficient signal strength or low SN to watch his beloved Sopranos. WHy? Because they'll just raise everyone's rate a few cents to pay for him.

Si I told TWC tonight, to either put an engineer on the line now, or come take out cale TV I've had sicne before there was digital (or a TW Austin). I knew what their answer would be.

So I'm now scheduled for a satellite installation. At least with satellite the problems are unlikely to require a couple of dozen on-site repairs to fix.

All i can say is i have been trying to have things fixed on my new wonder home phone with time warner for 2 weeks. If you are not geared to do the phone why do you offer it? i should have just kept my mouth shut when i was offered the new fabulous bundle deal of having phone in addition the cable and internet. Can i just say that i have spent more time sitting on hold for a manager who never comes on the line to come on it, customer service reps who sound like they have about as much training in customer service as a rabid pit bull and email responces that always say it seems like my problem should be correct and i should just call their customer service phone. Hello - their is no customer service!!! They show up when they want. They have called to confirm appointments with me i haven't set up then when i make arrangements to be there they call to reschedule or better yet they just show up at an entirely different time without calling then proceed to call my cell and ask me where I am at. When i say i can't be home till later their wonderful techs proceed to tell me how they work from 9-5 bla bla bla.

To this date my problem is not corrected and i have had no calls back.

I have TIME WASTED CABLE Roadrunner service in Houston Texas. I have had the service for 2 years. About once a week my modem ready light goes out and I can not get on the net. Each time I call TIME WASTED CABLE and speak to a no nothing Tech-support person they say unplug your modem and plug it back in. Well I have done that over 100 times only to find out that they are the ones with the problem on the cable line. In about 2 hours the ready light comes back on.
Today the ready light went out about 9:00AM. Did the power down thing nothing changed. Called TIME WASTED Again. This time they tell me that one of my computers is at fault. They tell me to remove my computer from the modem. I told them I did but I did not. I asked how is that? The girl said OK that was it we can see your modem now. I said to the girl but my ready light is still out. She said OH that is because your computer is not hooked up to the modem. So I said hang-on let me hookup my laptop to the modem. The girl said Oh that will not work because the modem only reads the computer it was setup with. (I use my laptop all the time) Anyway I asked for someone that had a half of brain. After 20mins on hold this other guy gets on and said we have a line outage in your area. I asked if my computer could have caused that? He said you know that could be the problem maybe you should leave it un-hooked for several days so we can check the line. At that point I hung-up and cancelled my service the next day

Im a TWC tech agent, I love to get paid over $14 an hour to sit on my butt and talk to customers, I am motivated, TWC has great benefits, there aren't a lot of companies that treat its employees as well. 90% of my calls are customer mistakes and with the vast number of subscribers we have a fairly low level of complaints. All I can say is don't waste your time nagging, just leave and go to dish.

I am an employee of Time Warner Cable. I have been with the company for seven months. Already I have been called cunt, bitch, motherfucker, satan, etc. I have been told to do things better left unrepeated. I come to work everyday and everyday I get over 100 calls. 1/3 of which are customers that are angry we turned off OUR equipment because they have not paid their bill in three months. Another third calls in and has no idea what technology is and I have to troubleshoot them to eventually find out the cable box was off the entire time (happens more than you ever want to know). The last third call in and either think they know everything and tell me how to do my job although they are calling me for answers. Or they want a supervisor and then when there is not one to jump at their every whim act like I killed their loved ones. It is CABLE. Cable is not a necessity it is a luxury. If your electric goes out because of an outage do you call them for a credit? I get tons of calls everyday asking for credit because the cable was out for a day, had to wait on hold for five minutes, did not like the tone of the previous csr. Customers call in thinking because we are a cable company that we are not a business but when it comes to looking at your bill and not being able to pay it we are a MONOPOLY. Every Time Warner has different pricing due to areas, franchise fees, and taxes but the one I work at you can get cable, internet, and phone for $107 (and the cable is digital). To me that is a good price. We do not make you sign any contracts, you can upgrade and downgrade as much as you like with no penalties, don't have to buy any equipment, and you can always call in to see if we can add special pricing to your bill. The trouble calls are free and customers like taking advantage of that by wanting a tech to come out and program the remote instead of troubelshooting over the phone for sixty seconds and doing it themselves. So if anyone needs to be downgraded and bitched about it is the customers who think that they are still priveleged to the same things as those who pay their bill. The customers who waste the technicians time because they do not want to troubleshoot or they move something they had no business moving at all. The customers that because they are not face to face with us think they can call us every name in the book and make it hard to face the next call. The customers that lie to Time Warner and we know but can not call them on it. Makes it hard to believe the ones that are telling the truth. The customers that do not want to pay their bill so whenever they are on hold, go without cable for a day, or miss the technician because THEY were NOT home want a credit. Next time your heat or electric go out call them up and ask for a credit and see what they say. We do our job! We come into work, answer the calls, and deal with the bullshit. If you can not handle pay your bill you do not deserve cable. If you can not figure out you have a black screen because the cable box is off you do not deserve cable. Last but not least if you are on welfare you DO NOT NEED TO OR DESERVE CABLE!!!!!!!!!!!!!!!!!!!! I do not work 50 hours a week for you sit on your ass and watch the cable I am paying for with my tax money that is supposed to help you on your feet. Pay your bill, understand your limits with technology, and be nice to your representative and you will see great improvements in our problems are solved. Customer service is a two way street. If someone came up to you and called you an asshole you are not going to want to help as much as that guy wants you to.

My TWC internet service was out for a week. I was told that I would be credited for the time that I was not getting service. Well, 3 billing cycles have gone by and no credit is displayed on my bill statements. Called TWC, and they said that I was given a credit in Feb. I asked them why was it that I do not see the credit on my 3 bill statements, they said that it should be at the bottom of the statement. I told them that no credit is displayed in any one of them. This is the 2nd time calling them with no resolve. Basically, I'm screwed, I was given a credit, but it's not reflected in my statements, so I still have to pay the regular charge, not the regular charge minus the amount of the credit one time. The rep started giving me all kinds of BS about how I changed my service in the past (TWC took over Comcast in my area), not that I asked to change service.

In response to Ray's question above, if the electricity went out, I wouldn't be able to use it, and I wouldn't have to pay for it. I have to pay for the TWC internet before using the service, not after, similar to paying rent before the rental month begins, not after it ends. So if there's an outage, then I'd expect to be refunded for the time that I already paid for, but could not use. And I would expect to see the credit reflected on my next billing statement.

This is in reponse to the internet being out for three weeks. It being out for three weeks I do agree you deserve being credited. I was referring to the million calls we receive about getting a credit for one or two days. And as for the electric they do charge daily. If Time Warner Cable had the technology (which not even satellite or Comcast has) we would charge daily. Yet we do not so we charge monthly. Customers are so damn cheap. I actually get calls (and that is more than a few, several, or many...it is a lot of calls) that they were in an outage for less than a day and want credit for the whole month because they missed their shows. There are good points to both sides of the story. I would argue that as a consumer I would like to be compensated for my services not working. Yet I am not going to ask for a one day credit. To me and many sane people in the world that is ridiculious. I see the customer side of the phone that is why I am still a customer service representative for Time Warner Cable. If I did not I could not be. Customers just need to see the other side. We are not your punching bag when you have a bad day and we are not your babaysitter to hold your hand while you change the channel your tv because you have no idea what you are doing. We are not a monopoly. We do not stop other cable companies from coming into the areas we occupy. We are very, I am serious but my job is badly, regulated from the FCC. We can mention certain things that if you knew about you would stick with Time Warner. We must mention items in a certain order or it is a fine. We have to publicly print our changes although any changes made my any other company does not have to be. Think about this. When is the last time you heard of a price increase for satelitte (they do have them)? So next time you want to bitch about Time Warner Cable and call them up and say hey my picture is fuzzy or hey I want the same specials that new customers are getting and that is wrong you can not have that (remember back to when you were new and offered cool stuff). I am not trying to be mean just trying to get customers to think before they call and for you all to see our side.

I have recently accepted a position with TWC. I am a bit scared due to alot of negativity that surrounds TWC from both its customers and its employees. I accepted a entry level customer service / sales rep position which states it has commission involved. Could anyone give me the real deal on working for Time Warner. This $10/hr is scaring me as I am used to a salary double that rate. Please any information would be very helpful - John

For any of you who may find this posting helpful.
I've been a loyal Time Warner Autin Customer for a couple of years now - both residential and business class.
Last year I downgraded my package to High Speed Internet only. Due to the upcoming NFL draft this weekened, I chose to reinstate digital cable complete with DVR. Monday (04/23/07) I spoke with customer service, who promised a cable person would be out Thursday (04/26/07)after 5 PM.
The time rolled around, and at 7:30 PM, I called customer service. They informed me after 5 PM means anytime until 12 AM. This is a 7 hour window. I waited till 12 AM, no person showed, or called.

I'd love to think that somehow I could pursue a legal option in this case of "horrible customer relations", but unfortunately I don't think there is one. Future Time Warner Austin customers be warned.

~Ray

EVERYBODY: LET'S SUE TIMEWARNER!!!! CLASS ACTION SUIT FOR BILLING ERRORS, POOR CUSTOMER SERVICE, FALSE ADVERTISING...YOU NAME IT. I WON'T BE SURPRISED IF I GET A LETTER TELLING ME THAT SOMEBODY IS SUEING THIS COMPANY STAFFED BY IMBECILES!!!

Time Warner Cable, Los Angeles is the worst. I am going to find a way to find another service provider as quickly as possible. I just transfered service from another location. Below is a brief history:

1) Missed 1st appointment, no call
2) Finaly showed after another call
3) Got service moved after many calls
4) Installer (Independent installer provided by Time Warner) comes, smells up the house, walks in on my wife changing, breaks access panel (lies and says that he did not break it and promises to come back later and replace, never does) and to to top it all off, tells me how much better Dish Network is and offers an illegal dish network package.
5)Never show for appointment to pick up old equptment and continue to bill me for old account
6)On hold for 50 minutes just to get disconnected
7)Keep calling back and customer service reps can't seem to answer any questions or resolve any problems
8)I could go on and on, just wanted others to know.

Time "Warning" Cable does suck! North Carolina here. I cannot believe, as a loyal customer of 4 years that TWC is charging me $157.00 a month for a $99.95 (original bundled price)service. I had TWC before they even offered bundles! When the run out of "NEW" customers, they won't have any customers.
I've read the posts preceding mine. I really can't believe that the employees have such piss poor attitudes! I think everyone in customer service hates their jobs at one point or another. I'm a 34 yr. old female who works in the service dept. at a Chevy dealership. Customers have threatened to kick my ass many a time, like when I tell them the amount of their bill or what services they really need! I tell you one thing though, sometimes when my techs tell me to sell a service that their car didn't need, I didn't. Or when they didn't want to do warranty repairs, tough shit! Do it and do it right! I hope your bosses find out about you crybags and fire you. How pitiful for you to actually go to work. Ungrateful cuss.
Anyways, TWC has monopolized my area and I feel like they should just make it $100.00 a month for everyone. Such greed, it just makes me sick! How much richer does one need to be?
I'm in the process of changing companies and I may have to deal with 3 seperate bills, but to me it's worth it, for the lack of loyalty alone.
By the way, most of the times the CSR's are decent, it's the Co. that sucks!

Only cable could bring out the worst in people. Is it really that serious people? Move on watch tv surf the net. You guys are going to die pissed off.

TWC - "They Suck" doesn't even come close to how bad they are.
I'm new to them 3 month as a custmer with:
No monthly bill is remotely accurate
My cable in the yard is not burreid yet
Digital Phone - screwed up the install such that its now a long distance call to call my next door neighbor
Name is mis-spelled and they don't know how to fix it
They suck and can't recommend them to anyone.

I've spent more than 12 hours (not minutes) on the phone trying to get this crap fixed.

Hey, all you Time Warner Cable customers. Why don't you guys just ditch cable all together and enjoy the outdoors like God intended us to. There are so many other things to be concerned about. If you put all your time and energy into helping the less fortunate then you would'nt even care what you were missing on t.v. The world could be ending tomorrow and people would still be complaining about such minor things like what they are missing on t.v.
It's just t.v.
Take time for the GOOD things in life, like God! he will keep you happy and content and with FAMILY and FRIENDS your life would be COMPLETE.

TIME WARNER SUCKS BIG TIME. I don't know if anyone here has xbox live. but i seem to have this problem where i can't join a game with ANYONE else who has time warner. It takes 5 times to call and get a hold of someone and the person didn't even say anything was wrong with their service, even after xbox confirmed it with my call. WHAT JERKS

What I find really amazing about the comments here and on other TWC-related posts here is that the comments basically fall into just three categories:

1) TWC customers complaining about TWC

2) TWC employees telling the complaining customers to shove off and find a different source for programming

3) TWC employees telling the complaining customers that they are wrong for caring so much about cable service that they should be upset by lousy service (after all, it's only TV and just $90 a month)

Truly amazing.

I have you all beat for all time crappy service.
Since Time Warner Cable Torrance Ca Oct 1,2006-to present(May 01,2007.) Dont even know where to start. My wife used to work for a IP (Cox) out in CA. So they have this employee deal btwn Cox and TWC, where they give each other set costs for each others employees. To date the issue is not resolved we continually get charged the wrong amount. But after a month the service(internet/cable) started going to hell. We did the regular wait for the repairman thing but after this long to present wouldnt you expect they could get something accomplished? No, so we esecalate and escalate the problem till we get the presidents office. Now I was already upset at the customer service, (email trail available on request) but this is going to blow your mind. Now the lady we chatted with and sent emails to (also available upon request)Eva(Presidents Office) is her name. Sent this guy named Mario a tech supervisor to my apartment complex. Long story short he said he came out here when he didnt. He further stated to my wife when she called to find out why he didnt come "that I hid and didnt answer the door." My wife stated thats not true I just talked with him hes still waiting. At that point Mario says " Im a fucking liar." Mario then goes on to cuss out my wife, and then says "he will not come out here if I am home". So we write to Eva letting her know what had happened we are told by Eva " We have no reason to believe what you say he has a good record and I dont see the need to do anything about this." So at this point I get involved and write Eva an email stateing that A) Mario is not to come to my house unless he wants to end up in jail. B)cant believe that the Presidents Office is handling this serious accusation like this. So what do you think happens next? Eva from the presidents office calls Cox Internet/Cable Orange County CA. So my wife goes into work and dosent get called in to the office by her supervisors, or team leaders, or divsion bosses, but the head 2 guys of the building. Byron, and Cameron so they tell her " we have to make an example out of you" "We understand that you plan to contact the FCC and BBB why didnt you come to us about the time warner problem" So they sit there and basically try to use scare tactics to try to get her not to report these things. She refused and got written up on some BS thing at the same meeting. So what have we learned A) TW cable contacted my wifes work to purposely get her in trouble. B) Something funny is going on here if one competitor has that much pull with another. Cable is terrible tiling etc. internet(cable) well I woudl be better off with dial up at this point. It seems unreal what Ive gone thru, but every word here is true.

Ummm, for some folks cable internet is NOT a luxury. We would love to go outside and play but we use the internet for our BUISINESS. So if it doesn't work and TWC can't get a rep to us for 5 days (??!!!)then we are losing money, biz opportunities etc etc...In NYC they can't find anyone to work on a weekend? Hire some immigrants, some are quite savvy having been hackers back in their home countries ( I am not joking...hire them!)
Oh, and maybe some of those people "on welfare" are taking online job courses. Did that ever occur to them? No--according to TWC everyone is either watching porn or playing WOW. So let's play softball with our kids! The rent will pay itself.

I've been a Dish subscriber but switched years ago when Time Warner offered me a great deal to switch to them. I've had issues and frustrations but have found many people to be gracious and helpful. And most problems have been resolved eventually. Most recently thought I ran into a weird, not so good, customer disservice experience. We decided to add the digital phone to our RR, Digital Cable, HBO and DVR. The tech came out yesterday and had some trouble and had to call for help. We think he was new. But he seemed like a nice guy and eventually got it done and we thought all was good until I couldn't reach my wife on our home line. I called from my cell and it just rang and rang on my end but not hers. Finally she called me but I didn't recognize the number on the caller ID. When I called her back with that new number not only did I reach her but I heard another voice. I called Time Warner immediately and waited on hold for 20 minutes until I got disconnected and had to call again and wait from the back of the line for another 25 minutes. The tech on the phone told me this was normal. It often takes a wile for a phone number to port over. I explained that i was told the 4 weeks it took them to make the service call was all the time they thought they'd need. He was very nice and told me he'd work to expedite the situation and he'd call me back on my cell. He called me back a short time later and said that in 4 hours or sooner all would be fine and that the Showtime we added would be there by Morning. Come morning no Showtime and NO phone number. I called customer service the next morning and after waiting on hold again I was told that the tech from the night before followed up and saw that it was fixed. I explained it wasn't. She told me she'd give me a free month of service and would contact the techs and see what the problem was. I called my wife on the new number to give her an update and discovered that the number was being shared by a neighbor. We apologized to the angry neighbor and told them time warner was working on it. Hours went by and i decided to call and talk to a tech again and explain my new information. I waited on hold and heard for the 6th time in less than 24 hours, "We understand that nothing is more frustrating than waiting around for an appointment. That's why Time Warner Cable was the first company in the industry to introduce the On-Time Guarantee. The On-Time Guarantee means that our technicians are guaranteed to show up on time for installations and service appointments." Or what? i know what your guaranteeing but what do we get if you can't do it. I've been stood up so many times before. i finally get the tech and after he reads the novel on his computer screen i tell him that I've figured out we're sharing a line with neighbors. He says that it's not the techs fault. that it was done by the people assigning the number. Let me just say here that i don't care who'd fault it is. I just want it to work. He then puts me on hold and I google the guarantee to find out more.
On-Time Service Guarantee

At Time Warner Cable, we're serious about providing timely, courteous customer service. That's why we were
the first company in the industry to introduce the
following On-Time Guarantee*.

* If we miss an installation appointment,
we'll waive the installation fee�guaranteed!
* If we're late for a service appointment,
we'll credit $20.00 to your account�guaranteed!

But it doesn't stop there.

We'll also credit $20.00 to your account if:

* The treatment from any Time Warner Cable employee fails to be prompt or courteous.
* Response to a repair call exceeds 36 hours.
* Response to a billing inquiry exceeds 24 hours.

Our 30 Day Money-Back Guarantee
If for any reason you're not completely satisfied with our service within the first 30 days, we'll disconnect your cable and refund all your money -- no questions asked.

Hmmm... I decide that after 36 hours of this I'd like $20. I tell him this when he comes on the phone to tell me my phone is now fixed. I call my wife on her cell while he calls our land line. "It works!" he proclaims. "No it doesn't" I say. She can't hear it ring and you don't come up on the on screen caller ID. He suggests I call again when I'm ready to be productive. At this point I'm getting frustrated... He suggests she calls me from our land line and see what comes up on the caller ID. My poor wife is dealing with a sick toddler. She's annoyed but calls me as requested. It's STILL our neighbors number! I explain to him it's not fixed. I'm tired of being on hold. I'm tired of being told my problems fixed. And I want their crappy $20 credit as well as the free month of service... if the phone ever works. He promises a call back. He does call my wife on our neighbors