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Review by ninsk1030  - Location: Wauseon,Fulton,OH
- Cost: $79 per month (month by month)
- Install: about 3 days
Good "I don't lose internet very often"
Bad "Monopoly in my area, unable to access any other provider, high rates"
Overall "If I had other options available to me, I probably wouldn't be using them."
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I was initially happy with TWC when we first got our internet through them in 2006. But over the years our rates have risen significantly with no product upgrades at all (still have the Motorola 5121 they originally installed) and caps on speeds forcing us to purchase more and more expensive plans to keep at original speeds. Don't get me wrong - I have no issues with a company making money - but their customer service is horrible (45 min. or longer waiting when I call), their reps are VERY uninformed (upgraded to receive VISA gift card and when asked specifically how to redeem it, was given very, very wrong instructions to the point of now we are locked into this contract and never received the gift card), and their service techs? Geez, on all 3 occasions I had them out to check on problems he was so "busy" that he ignored all of my questions and actually told me if i wanted answers to call customer service! Bottom line - I can't wait for the day when I have other internet provider options.
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| Review by eekahil - Location: Brooklyn,Kings,NY
- Cost: $125 per month
Good "LOL"
Bad "Would drop it immediately if there were alternatives"
Overall "Expensive, monopoly,inflexible,frequently out. "
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It is a monopoly in my area.
No other services available that are viable.
Really expensive, even at out current stripped-down level of service.
Bundles are inflexible and designed to be almost as expensive if you shave down to bare min.
It goes out frequently at around the same time, usually for days in a row.
The way the menu and guide is organized is incredibly bad and illogical.
Ditto the website.
Can't research rate options if already a subscriber.
The worst I have ever had.
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| Review by SxualChkL8 - Location: Northridge,Los Angeles,CA
- Cost: $100 per month (12 month contract)
- Install: about 9 days
Good "It works."
Bad "Customer Service. Installation."
Overall "No other choice is the reason I still have it."
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I called TWC to order TV service since I already had Internet with them. I had been hesitant to get TV again because I feel that I am getting hosed on the prices. I call at 8:30pm on 9/23/13. I talk to a rep, get kicked back to the menu, talk to another rep that tells me he needs to transfer me to Customer Service, get kicked to the menu again and after 1 hour and 10 minutes it tells me sales is closed and hangs up. I then call first thing 9/24/13 and finally get the install scheduled. I go to the TWC store at 9am and pick up my box and I am told there will be someone there in 24 to 48 hours. Needless to say, I get home from work on the 9/25 and no TV. I call again and I am told that I need to let the person in to get to the box. I am told that someone will be out 9/26 between 8 and 9 and they will call me. 9/26 at 9:30 I call back and I am told there was nothing scheduled and the next available time was 9/28. I am then told I didn't need to be there, the problem was the Jbox was locked and I needed to call my landlord to open it. I call my landlord and he tells me that he doesn't have the key, TWC installed it and they have it. So on 9/28 they come and it is on, but after initially telling them I needed it in multiple rooms, it still isn't working where I want it. I call again and I am told I need to wait until 10/2 to get it finished. So as of just right now, I finally have it working. A nightmare to say the least. Now I will say, they gave me $20 discount, but for the time and effort it took just to get up and running, I don't think that is enough.
member for 5 years, 595 visits, last login: a few hours ago
lodged 3 days ago
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| Review by swarto112 - Location: Hartland,Waukesha,WI
- Cost Contract price not specified.
Good "internet service is good, but over priced."
Bad "tv service is horse crap. overpriced"
Overall "u dont get what u pay for but not much real competition"
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Came from a FIOS market, didnt mind the cost because they delivered superior service, crazy fast speeds and awesome support. pay the same in TWC market but only only U-verse is competitor...which it isnt really. TWC does just enuf...and it shows. Even the techs and support staff hate that. If they woulda spent their money on infrastructure instead of the Lakers and Dodgers people would be singing a different tune. cutting the cord sooner than later anymore.
member for 9.6 years, 1688 visits, last login: a few hours ago
lodged 3 days ago
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| Review by Deteria - Location: Plano,Collin,TX
- Cost: $105 per month
- Install: about 10 days
Good "Compared to U-verse - very good speeds"
Bad "Connection intermittently drop. Taken months to resolve."
Overall "Gamble really. U-verse was more stable."
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I originally wanted to switch everything over from AT&T U-verse over to TWC (phone, internet, tv). The sales person when I initially ordered was too focused on scoring a sale, and lied that specific channel packages were available for me. Apparently after I placed the order, I then have to call the local office to add the addon TV Channels package. By then, I soon realized that the package was only available in the North East coast region, and not in TX.
Asides from that, I decided price-wise, it made more sense to pay a little bit more than what I paid for AT&T U-verse's 24/3 internet and get 50/5 (which actually got provisioned to be 10% faster) so I ended up paying ~$10-20 more per month and got 57/5. Ended up with just the 50/5 internet package with phone, which was cheaper than with AT&T.
However, ever since I had service installed, there were connection issues causing my modem to randomly reboot once a week/day. It got very annoying one weekend where it dropped my internet 4-5 times. Had techs come to my home about 3-4 times to attempt to resolve the issue. The last time they came, they said there were extra splitters that were not needed, so they removed that. Also replaced a bunch of cables outside my home since they were really old. Hopefully this resolves my issues I've been having for ~3+ months.
member for 95 days, 11 visits, last login: a few hours ago
updated 4 days ago
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| Review by CCat - Location: Wonderland
- Cost: $59 per month
- Install: about 3 days
Good "50Mb Down / 5 Mb Up"
Bad "Occasional weekend slowdowns, mostly during holidays"
Overall "Solid so far...and it flies"
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I switched from WOW in March. TWC offered a bundle with cable, internet, and voip.
Aside from a minor install problem (which was corrected the next day) everything went well. The turbo speed (15Mb down) is great. I only have 768K up but I really don't upload much so for me its not an issue. So far, so good.
Jan 2009 ISP has been very consistent with speeds. Aside from the usual slowdowns at peak times, and even these are not really a problem. At this point I am very happy with Roadrunner.
Sep 2009 Nothing has changed since Jan. A couple of outages due to weather but thats about it. The usual slowdown with cable at peak times but acceptable.
Just wish RR would increase the upload speed, 768 Sucks.
Mar 2010 Everything is still the same here. Speeds have been consistent and where they are supposed to be. Upload still sucks though.
Jan 2011 Nothing new to report. A few times the cable went out but was corrected in a reasonable amount of time. Speeds remain consistent with the occasional holiday slowdowns. Still stuck with the 768 upload, hopefully that will be changed sometime soon.
Oct 2012 RR increased their upload speed from 768 to 1000 a few months back. Better but still slow. In Dec I am getting the 50/5 package...looking forward to that.
Mar 2013 Finally got the 50/5 package. Only had it for a couple of days, but so far it is solid.
What a difference from the 15/1 package. It costs $30 more per month than the standard 15/1 package which brings it up to $59 per month with the TV and Phone bundle.
Oct 2013 Still running well. No outages or problems since March. Speeds remain consistent.
Would like to see a boost in the upload speed, especially for a 50 package.
member for 7.8 years, 4623 visits, last login: a few hours ago
updated 4 days ago
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| Review by adiostwc - Location: Plano,Collin,TX
- Cost: $250 per month (12 month contract)
Good "Leaving TWC"
Bad "TWC packet loss"
Overall "Avoid at all costs"
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»www.pingtest.net/result/86926532.png
says it all
and another
»www.pingtest.net/result/86956323.png
Fair warning: reviewer joined this month
updated 9 days ago
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| Review by fearnotaco - Location: San Marcos,Hays,TX
- Cost: $76 per month
Good "When it works, it works."
Bad "They do not stand by their word. "
Overall "If you have better service available take it. Do not go with TWC."
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This is my last time speaking with TWC. You be the judge if you want to deal with this kind of "service".
At 7pm 9/23 we called to report an internet outage. We were not at home and got a technician dispatch for 9/25 and told to call back if we were able to when at home to attempt to get the issue resolved.
At 7:30p we called back, spoke with a technician that stated it was an outage and a technician was dispatched to the field to repair the issue. We were told to call back between 9 and 10 pm CST on 9/23 to check on the ETA as it should be resolved prior to then.
At 7:45p we called back requesting the outage ticket number and was told the outage ticket number was 369253 and confirmed there was indeed an outage.
At 8:30p we called back checking if there was a true ETA and was told there was not but a technician was dispatched to the field. We requested a supervisor to attempt to find out more information on an ETA as the service is integral to our work and our phone line was completely dead (no dial tone) and we could not call out in case of an emergency.
At 9:30p after being on hold for 45 minutes a supervisor told us that there was not an outage, the issue would not be fixed tonight as previously stated, and that we would have to wait. We were also told that if only we had spoken to this supervisor at 9:00pm he could have gotten a technician out, but because it was too late to call dispatch there was nothing he could do at that time. When we advised the supervisor that we had spent over 2.5 hours attempting to get it resolved so therefore we were well within the time frame to have a technician out, and it was not our fault they caused us to sit on hold for such a long period of time to conveniently make it too late to honor what they previously promised three times they would do. He then hung up on us.
At 10p we called back in, spoke with removed for this review who told as at that time she would do her best to contact dispatch and she would be back in touch within 15-20 minutes. We never received her phone call.
At 11:30p we called back and got to a supervisor named removed for this review who also stated she would call dispatch and placed us on hold for over 45 minutes until the call was dropped. She never called back.
At 1:26a we called again, spoke to a Tier 1 technician that got us to removed for this review. Who then told us that there was nothing he could do, and hung up in the middle of our sentence. He never called back.
At around 3a we called again, spoke with removed for this review and requested a supervisor. removed for this review placed the call on mute for 25 minutes, then dropped us into a hold queue for 20 minutes. We were transferred back to removed for this review. removed for this review insisted I had hung the phone up, and that he wouldn't call back due to this. I was in the middle of a sentence and had previously explained all of my frustrations including that I would not hang the phone up until the issue was resolved. He insisted the call had hung up still. He also went on to tell us it was not an outage. This was "misinformation". He went on to confirm from what another tech had saw and said that since 75% of people were up in the area, and because the 25% down meant 8 people were down, this was not a concern for Time Warner. This was too little people down for Time Warner to dispatch a technician to fix the issue. removed for this review had told us dispatch was closed at 9p, so both Katya and Ginger lied when stating they were speaking with dispatch. After a 2 hour long phone call Scott promised that he would set it up to attempt to get a field tech in as early as possible. He also stated he would make sure to let the AM supervisor know they need to call us back regardless if they could make the appointment early or not.
We never received a call back. We called at 1:26p expressing frustrations about how there was again no call made as promised. We were told that since the Tier 1 I am currently speaking to was not the one that promised anything, that they couldn't do anything about that. They refused to accept responsibility for their own company.
At 6:02p I called back because the technician was not here at the 5-6p time frame. When I finally got through the technician had showed up and this is what transpired.
The field technician told us it was indeed an outage. He showed us the downed cable in the parking lot that was ripped off the pole, just laying there. He proceeded to tell us he could not fix this as this is an issue that he needs to call in. He also proceeded to tell us that since Time Warner failed to call this an outage, as it was actually an outage, and did not set the priority, that the whole ordeal would take longer. He proceeded to tell us these types of issues are supposed to be taken care of IMMEDIATELY with a tech dispatched to the field. That is should have been taken care of on my first phone call since the phone lines down are one of their top priorities. During this time our apartment complex was outside, telling TWC what had happened.
They had told us at 6:45p a garbage truck had ripped down TWC's lines because their lines were too slack. This has been an ongoing issue, that they said TWC refused to address. I was also told that the other residents that were outside did not have service. They called this in immediately too. TWC told one of them that they do not take care of their own lines, and hung up on them. The garbage utility driver also reported this the moment it happened.
The field tech did call the issue in immediately and they have now placed a band aid on the line for right now until they can fix the issue in full.
I called TWC back to address this frustration, and the only thing they could offer was telling me that they are not responsible, and credited the account for $7 a month for 6 months. I left it at this completely defeated.
I feel that this entire ordeal is absolutely unacceptable for a company such as this one. I feel that the run around and lies I have been told from this company are insulting, and the fact that they continue to believe it is within their right to cause so many headaches for the service in which I pay for.
Fair warning: reviewer joined this month
updated 10 days ago
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 | | TWC -_- So TWC had downed lines and they're complete utterly useless? Seems like you need patience calling every 15 minutes does not help a thing when the work alone hanging new lines takes longer than 15 minutes. Also dispatching someone to a certain location sometimes takes longer. Good luck. | |
| | | | Re: TWC -_- Yeah! Hanging new lines takes at least a day if the damage is severe. It could have blown out the electronics on the line as well so replacing ALL that and installing and testing everything TAKES TIME! Stuff happens that is out of the Cable Company control. Don't blame your cable company for downed lines caused by IDIOT drivers! | |
| | | n4aof
join:2011-10-13
Louisville, KY | Re: TWC -_- So, according to you two, it is the customer's fault that TWC _refused_ to admit there was any outage, that TWC _refused_ to even try to fix the problem in a timely manner, that TWC _lied_ to the customer repeatedly, that TWC hung up on the customer repeatedly, and that TWC never did provide decent customer service?
I guess we know who you two work for | |
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| | EXTREMELY Unreliable I pay for TWC Extreme, which is 30mbps down, 5mbps up. The service here is extremely unreliable even though I live in a very big city. Lately I haven't seen a reliable connection for more than 5 minutes without the speed dropping to 1mbps/5mbps for sometimes up to 30 minutes and even after, it still fluctuates constantly.
It's really aggravating considering I'm forced to pay this bad company well over the national average per megabit, yet I rarely see the speeds they promise. Forget trying to talk to a tech that knows anything, you'd be lucky to get passed reception, who just parrots the same crap over and over again. Even when I can get a hold of someone in that company that actually knows what they're talking about, they're no help whatsoever.
Even worse is that if you don't want to spend an upwards of $300 for a modem, you have to use their overpriced rentals which are either DoA or malfunction within a week... If you go that route, forget setting your own WiFi settings or any settings at all in the router. You're not allowed access unless you pay more. Work for a company that requires you to VPN in? Forget it. VPN passthrough is disabled by default and they won't enable it.
In my opinion, TWC is a bad company, with bad service and ethics and should be avoided if at all possible. If you're lucky, you live in a city where TWC doesn't have an exclusivity contract.
The ONLY upside to TWC is there are no bandwidth caps. Really, that is literally the only good thing about TWC's internet service. | |
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| Review by Energystream - Location: Ridgewood,Queens,NY
- Cost: $76 per month
Good "Price for the service (speed) is decent. Tech support has been responsive when issues arise."
Bad "Grouped line can get congested at times. Ocassional connection issues whether slow, dropping packets, or no connection at all. "
Overall "If you do not need extreme speed (especially up) can be good value. Expect some service problems, but swift response."
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I have had time warner at three different apartments over the years. Currently in NYC.
I have had service issues over the years, which can be frustrating but Customer service at least makes attempts to correct them. Sever issues have sometimes required a technician to come to correct.
The download speeds have become pale in comparison to newer offerings by other companies. If you don't need huge down or any up speed, their prices can be a good deal. If need the speed you will have to look elsewhere, since Time Warner Cable always seems to be behind the curve in offerings.
For what it is and what I am paying I have been satisfied, however I still review my service every 6 months to see if there are better offers available.
member for 3.4 years, 281 visits, last login: 1 days ago
lodged 12 days ago
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| | dump twc I moved from Ridgewood few months ago had FIOS for 76$ you should dump TWC as fast as you can.
I was close to Cleveland HS pretty much all that area is wired up. | |
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| Review by scivi92 - Location: North Royalton,Cuyahoga,OH
- Cost: $35 per month (12 month contract)
- Install: about 1 days
Good "Reliable and Fast Connection "
Bad "TV Service too expensive"
Overall "Good deal w promo pricing and owning your own modem"
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I've got the standard Internet speed which is 15down and 1 up it is fast. With promotional pricing and having bought my own modem, I am avoiding the modem rental fee and paying 34.99 a month. Once the promotional pricing expires I'll switch to EarthLink or Uverse and then back again when their promo pricing expires on me. Prior to TWC I had ATT DSL and then EarthLink. I called TimeWarner and they switched my account over to TimeWarner, applied the promo pricing and also added a modem rental fee. I then bought my own modem and returned the rental to the Time Warner cable store near me, the exchange took 3 minutes it was great. I had one issue with dropouts but that was repaired by replacing the connectors in the box on the side of my apartment building.
member for 43 days, 2 visits, last login: 17 days ago
lodged 17 days ago
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