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Time Warner Cable page on DSLReports
Six Month Rating

Reviews:
bullet 3140 reviews (1824 good) (648 bad)
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Review by blackice See Profile

  • Location: Pittsfield,Berkshire,MA
  • Cost: $129 per month (12 month contract)
Good "DOCSIS 3, customer support was polite and patient."
Bad "Expensive(who isn't), leased equipment can be unreliable."
Overall "Service is good, customer support is nice, equipment has problems though."
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

I've been with TWC for a little more than a decade now, and the service has had its ups and downs, but it is pretty reliable and satisfactory at this point. I recently re-negotiated my triple-play service plan and managed to upgrade to extreme internet (30mbps download / 5mbps upload) while saving about $60 per month on my bill at the same time. Customer support was very polite, and patient, and solved any problems I had in a less than 15min phone call. Renegotiating my package took longer of course, but as long as you are patient and willing to negotiate, it can pay off.

The service equipment provided has had problems over the years. The Arris modem provided by TWC would reset randomly, and drop internet connect for a min or two sometimes. I called support about it, and had a technician sent out to take a look at it. He preformed some repairs on the cable lines outside of my house, but the issues still persisted. I decided to purchase my own Motorola Surfboard modem, and that solved the problem, and took $8 off my monthly bill at the same time.

The cable box provided can be slow at times. Slow to switch channels, using the guide etc. I did exchange the cable box for a new one at my local TWC office 2 years ago, and it worked perfect for about 3 months before performance issues arised again. Fortunately we don't watch too much TV in my household anymore, and when we do it's only a few channels. So the problem isn't really worth my time.

Overall the only problems I have with the service is the cable box issues, and the rate hikes. But you'll have rate hikes just about any where you go. (if you even CAN go anywhere else) So it isn't really worth complaining about, as it has already been a thousand times. I would recommend Time Warner to anyone looking for a premium internet or TV service, as it can get quite expensive as cable packages always do. However, with TWC's current offers like "Everyday Low Price" internet, it can be affordable to some new customers.

member for 1.2 years, 159 visits, last login: a few hours ago
lodged 22 days ago

Comments:

Review by cmatties See Profile

  • Location: Green Springs,Seneca,OH
  • Cost: $127 per month (12 month contract)
  • Install: about 1 days
Good "Great bundle pack"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

nothing to see here move along.

member for 10 years, 1076 visits, last login: 9 days ago
updated 23 days ago

Comments:






Review by dcmcincy See Profile

  • Location: Cincinnati,Hamilton,OH
  • Cost: $64 per month (12 month contract)
  • Install: about 7 days
Good "Still looking for it"
Bad "Terrible customer service, still waiting for a simple tap to get the line working"
Overall "Online signup FAILS to provide warnings if your line isn't ready and CSR doesn't always tell you either."
Pre Sales information:
Install Co-ordination:
Services:
Value for money:
(ratings well below consensus)

Since I can’t privately email this to a TWC email (a little long), I guess public is just as good since it is cautionary tale. Quick summary, assume self-install will not work and you need a line tap done. Assume TWC won’t tell you this until after you provide the MAC address and notice the service doesn't work. Further assume when they give you a day for the tap that it won’t be done, and won’t be done for several other days despite assurances to the contrary. In summary, just go for the free install then return all the equipment after and swap for your modem and hope you never need to deal with people. Will likely be done faster than a self-install. Or you could just go with someone else at the start. What did I order self-install of Extreme internet (no tv) - have my own Netgear modem (on the compatible list).

After previously using TWC in Cincinnati at a previous address and being happy with the installation and service I decided to use your service again, and wow am I beyond unimpressed at the level of incompetence (but not with everyone); then again this might be standard care for Cincinnati given the quality of other services here. I have a pregnant wife at home with a baby due soon and we are trying to order items for our pending child and have now burned through 75% of data on two phones and paid to upgrade the data on these phones to deal with this. This would have been fine for a day but the level of delays, misinformation and incompetence from TWC is shocking, and my expectations for service are very low.

I signed up online for a self-install of high speed internet on Thursday Feb 26, 2015. (Order # 2XXXXXXXX8). As I mention towards the end of this “letter” if I knew in advance of all the delays I would have signed up much sooner and had checked prior to the wait for full install, including having a technician come out on the 28th but figured a self-install would be quick and easy and avoid having to be at home to deal with a technician.

Everything was confirmed and good to go, all I needed was a MAC address (as per a call on Thursday), and now the problems and expenses begin; keep in mind I have been charged on my credit card for this “service” with NOTHING being provided aside from frustration, you shouldn’t charge for completed service when you haven’t even attempted to get the service working.

After being called for the MAC address I let a Customer Service person know that I was waiting for my modem and would provide it once I had it – no problem service would start right away when it’s provided. On Saturday the 28th I provided the MAC address and my “service has been activated” email was provided, at last I can get connected, or can I?

Your online system failed to acknowledge that a TAP was required at the address to activate the line. Your system should have been able to figure that out when I signed up! The first customer service person should have said that right away (when they called for the MAC) and I would have asked for that to be done promptly prior to the MAC address being provided. Suggestion for TWC: update your system to inform people when required that a TAP is likely needed for their system to be activated and have them call customer service right away to secure (yeah secure) a date for the work.

When I call to find out why service isn’t working a TAP connect is scheduled for Sunday March 1 with the usual all day time window, which was fine since I didn’t need to be home for this, so I spend the day running errands. Sunday passes and the internet isn’t working so I give them Monday with no internet I call in the evening. The first person I reached couldn’t help and was beyond frustrating and finally transferred me to the customer service department, what a relief or so I thought. Someone in the customer service group (name escapes me at this point) offers to add a $20 credit for my inconvenience and will have the service setup the following day (Tuesday the 3rd). Fine, I’m not happy with that, but I understand errors happen and can forgive one and it offset the first data upgrade, but is this really the first problem?

On Tuesday afternoon I call and ask for a customer care person and am put in touch with Nancy. Here is where I realize everyone else has been utterly incompetent – Nancy was clearly doing her best and a great job (Ticket # 2XXXXXXX). I learn that no one did the tap on March 1st because of weather, but I’m left asking weather? A little cold shuts everything down? I guess in colder parts of the world they don’t have internet service when it gets chilly out; with a little bit of snow and barely freezing temperatures expected on March 4th, I can’t wait for the excuse as to why my service will be delayed again, but I digress now back to it… I was out all day (Sunday) running errands and the weather was fine and it was safe to work on a pole or service box; having worked in sub-zero temps, far colder than we had on Sunday the weather wasn’t the problem it was the person. Okay, lazy employee not wanting to get the job done was the real issue on Sunday so let’s call it for what it is. But because of the “weather” the job was pushed to the Monday but nothing was done and when I spoke to the customer service person on Monday he didn’t bother to reschedule the TAP! Just toss me a $20 (where is the pole for me to dance for you TWC?) and don’t bother to get the job setup so there NO one planned to setup the service on Tuesday, my order was in limbo and if I didn’t call it would still be in limbo! Nancy updated the service and someone from Dispatch was to call me Tuesday night or late afternoon to confirm this service for Wednesday. Yet no one calls. It’s a shame I didn’t get a survey for Nancy because she was very helpful, informative and understanding but so far that is it.

Wednesday morning I call and ask for customer service (new ticket# 2XXXXXXXX, I wonder how many of these I’ve had now? since there are a few others). Now I learn that no one is available on Wednesday the 4th to install my service so now I’m expected to wait until the 5th, sometime between early morning to late evening, how considerate to narrow down a time for someone waiting for an install because of a lazy employee/contractor who failed to do their job on Sunday, and a customer rep that did nothing to make sure it was done on Tuesday. While I will be called if an opening comes up today, I’m not holding my breath. At this point I will burn through my data on one phone (and this is the start of another cycle!) and need pay more of my hard earned money on upgrading at least one data plan.

Here is what really infuriates me.

Cincinnati Bell has offered to get someone out to activate the service in 24 hours (I wish I called them Monday and hope I’m not making a fool of myself but trusting that service will be live on the 5th). Yes when I was talking to customer service on Monday on was chatting online with “Tom” at Bell. Part of me thinks I should have them come out… it’s like a piece of cheese in a maze which mouse will arrive first? TWC has a long start and keep hitting walls right out the gate.

Time Warner has made repeated errors and my install has gone from 24 hours to 104-122 hours! All for a self-install that should have taken under 30 minutes (5 minutes on my end, 25 or less on your end). If I knew this level of incompetence I would have went with a competitor (and I am actively looking for a better offer and definitely reconsidering television with TWC given the online streaming options, then again perhaps more money flowing your way could help with customer service… who am I kidding a merger will help with that ROFL). Alternatively I could have arranged for TV + Internet with a free service install and modem rental (then returned the modem in a month). This could have been done by NOW if I signed up for it because of a chain of events starting with the signup on the internet and NO warning about the need for a TAP of a line and subsequent incompetence of staff; I single out Nancy as being a good person that did her best to help me out but am stunned by everyone else including dispatch that never called and clearly pushed back Nancy’s order request from Wednesday to Thursday.

What do I expect next? Perhaps, eventually in 2015, the tap will be addressed and service activate. If a TWC person is reading (and hasn’t fallen asleep given the length of this “letter”) and can actually get this addressed please let me know otherwise I’ll just assume this is the real level of “service” from TWC. Who knows by then I might be using someone else and it will just be a fun surprise. Then I expect another problem with the self-install… I wonder what that will be, but I’m sure it will be something and I’m sure it will take at least a few weeks to get someone out to fix the service.

Any over/under on whether TWC will arrive on March 5? Or will a bit of snow/rain shut down this city again?

Sincerely,

One unhappy customer asking Verizon to come to this small town with FIOS or even Google, hell even dial-up (but then I would need a phone line, have you tried to get one of those these days?).

member for 23 days, 1 visits, last login: 22 days ago
lodged 23 days ago

Comments:
techguru30

join:2015-02-11
Cincinnati, OH

Post in Time Warner Cable Direct Forum

I would post in the time warner cable direct forum to see if they can credit your account for the poor service or lack of service you received. They can also make sure that someone does come out to fix your service. »Time Warner Cable Direct
IPDSL

join:2015-01-09
USA

GF

Google is a baked pipe dream and more than half of those poor sap cities will never have service as Google is promising. KC isn't even finished nor anywhere near being finished for the entire city. Austin isn't even turning on customers yet.

and as for FiOS- VZ doesn't even have Ohio any more- Frontier does. But there are options for TWC resellers - there are about 5 in Ohio.

Review by BellaStorm See Profile

  • Location: Milwaukee,Milwaukee,WI
  • Cost: $75 per month
  • Install: about 5 days
Good "Fast"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

My Other Reviews

·DSL EXTREME
·AT&T U-Verse
Update 1-12-2015:

We will be canceling TWC/Roadrunner at the end of this month.

__________________________________________________________________________________________________
Update: Decided to continue service.
__________________________________________________________________________________________________

Advertised as 50/5 speed, but getting a bit faster, with 12 month @ $62 (before tax, etch). Had an Arris all-in-one modem, but recently swapped out for SB6141 (didn't want the WiFi that was built in).

Likes: Level 3 tech support actually knows what they are talking about.

Didn't like that when we moved, Prince Telecom tech didn't put our power levels within specs, so another appointment was requested.


member for 355 days, 272 visits, last login: a few hours ago
updated 25 days ago

Comments:

Review by master94 See Profile

  • Location: Astoria,Queens,NY
  • Cost: $35 per month
  • Install: about 5 days
Good "Nothing"
Bad "Unreliable and slow"
Overall "Use only if its a last resort"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings below consensus)

I ordered TWC's Extreme 50 package which promises speeds up to 50 megs, however I've yet to see speeds go past 1 meg. When I call TWC they tell me everything is fine. However I'm no fool, my friend who works in IT ran some test. I've got jitter and packet lost so bad he was surprised I was even online. My ping is also over 200. I want me money back. What a joke. Been a customer for only 2 weeks and already ready to leave. FiOS here I come if support cant fix this

member for 49 days, 3 visits, last login: 37 days ago
updated 25 days ago

Comments:

Review by drlysko See Profile

  • Location: Euclid,Cuyahoga,OH
  • Cost: $16 per month
  • Install: about 8 days
Good "good alternative to att old slowest dsl. i like netflix now!!!"
Bad "adding wireless router bit more difficult."
Overall "up 3 weeks no problems so far. 9 weeks aok,,lovfn it!!"

My Other Reviews

·AT&T DSL Service
good alternative to att old slowest dsl. i like netflix now!!!
2.2 down,,1.1 up,,att rates continue to increase!!

member for 7.3 years, 92 visits, last login: 36 days ago
updated 36 days ago

Comments:






Review by Rojo_P See Profile

  • Location: Lancaster,Fairfield,OH
  • Cost: $50 per month
  • Install: about 14 days
Good "Reliable"
Bad "Telephone tech support leaves much to be desired"
Overall "The best I can get at present"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

Currently using Roadrunner Extreme as a part of a package. Don't really need or notice the extra 15 mbps upload (I am not a gamer). Can't say that video streaming is any better than their standard package. I have had the EarthLink via TW in the past and it was quite acceptable as well.

member for 13.4 years, 5643 visits, last login: a few hours ago
updated 40 days ago

Comments:






Review by PamelaTS See Profile

  • Location: Dallas,Dallas,TX
  • Cost: $31 per month
  • Install: about 7 days
Good "Ping down to 11,"
Bad "Still more expensive than it should be"
Overall "Blows CLEAR away"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

~~~ Update Moved 3 miles Dec 1, 2014
Retention offered me a faster level for less

~~~~~ Old review 20/2
It cost them no more to deliver higher speed. It's about profit they could NOT throttle speed down and deliver higher speed for the same cost or lower They just wouldn't make the profit.

--- Update ----
I have since dropped TWC TV services lousy customer service, unreliable. Internet service billing errors. When I dropped the tv services my rate jacked up. Because some jerk customer service bundled me against my express insistence against bundling. I threatened to dump them and got it fixed. I have had to reboot (owned SB6141) modem a few times after service interruptions.

Still calling CLEAR and paying the one month ETF glad to be rid of it!

---- Clear waived the ETF ONE MONTH to end of contract.

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member for 10.9 years, 1666 visits, last login: a few hours ago
updated 43 days ago

Comments:

VelvetSunday

@96.58.246.x

Terrible service

I have been with Timewarner almost as long as they have provided internet services.
And every day of it has been terrible!
- Terrible customer service, no matter how expensive of a package you have.
- BW throttled on services like Netflix
- These high latency issues they refuse to fix
- INSANE packet loss that they also do nothing about
- Much slower speeds than advertised
But at least they're better than comcast
ClosetNerd

join:2014-09-28
USA

Re: Terrible service

My friend it is going to get worse if we just standby and watch. We need to lobby, call attention to this shoddy service... but what do we do, complain. We should overflow BBB agency with complaints. The more complaints you post on CNet, BBB, Tech sites, etc. No one reads this except us, gripping in the shadows... come out and yell it out until the news media hears it. Once they control everything (which they do... don't b* and complain anymore).
ClosetNerd

join:2014-09-28
USA

Time Warner and the upcoming merge with Comcast needs to be stopped

I would call my congressman, senator or anyone. Monopoly has never been good, not even the game.

Seriously, not spamming. I have had lost signals intermittently ever since I bought my own modem sb 6141. It all started when I discovered they were charging me for a modem they claimed as theirs... long dispute, big guy wins, so I want my own. Did it and now paying the loss of signal. Here's my conspiracy theory: If you buy your own modem, Time Warner will drop your signal on and off on purpose. That's it. If we did a poll, a survey on people owning their own modem, I wonder how many will show this trend? I bet it goes in the thousands.

me, unhappy with TWC

why60loss
Premium
join:2012-09-20
Reviews:
·Comcast
·Time Warner Cable

Re: Time Warner and the upcoming merge with Comcast needs to be stopped

said by ClosetNerd:

I would call my congressman, senator or anyone. Monopoly has never been good, not even the game.

Seriously, not spamming. I have had lost signals intermittently ever since I bought my own modem sb 6141. It all started when I discovered they were charging me for a modem they claimed as theirs... long dispute, big guy wins, so I want my own. Did it and now paying the loss of signal. Here's my conspiracy theory: If you buy your own modem, Time Warner will drop your signal on and off on purpose. That's it. If we did a poll, a survey on people owning their own modem, I wonder how many will show this trend? I bet it goes in the thousands.

me, unhappy with TWC

Had TWC and could not be happier on Comcast. I hope the deal does go though as TWC sells a non-service to customers with no choice.

Letting TWC stay as is won't fix anything, breaking TWC and Comcast up won't fix the issue of Customers not having a choice.

Oh I rented a modem on Time warner cable as they would flat out refused to send a tech out for a customer who owned there own modem.

Yet every one of the 20-30+ times they sent a tech out, the internet still had %60 packet loss, 1/3 of upto speed if it made it to the TWC speedtesting page at all and endless 404 errors as the servers didn't know what else to tell me.

They did the Verizon and used duct tape on the line that spilt in half. Oh but you needed to give it to them as the tech would "forget" to even bring that.

Then the 3 hour wait to dump service was nice, oh that line at the only TWC office with one guy working that day.
--
If only the FCC set standards on what ISP's can do on customer level connection's with rated "upto" speeds, packet loss and down time.

Review by motorola870 See Profile

  • Location: Arlington,Tarrant,TX
  • Cost Contract price not specified.
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings above consensus)

on 15/1 Standard soon to be 50/5 internet after MAXX upgrades completed.

get 16/1 consistently

have 8 downstream channels bonding and 4 upstream channels bonding soon to be 16 downstream channels bonding and 4 upstream channels bonding. had low signal but recently has improved. I believe TWC has been doing work in my area to improve system performance due to two outages in the past month that lasted about 30 minutes off and on while something was being changed or adjusted.

member for 6.3 years, 3180 visits, last login: a few minutes ago
lodged 44 days ago

Comments:

Review by wwwandy See Profile

  • Location: Waukesha,Waukesha,WI
  • Cost: $32 per month
  • Install: about 2 days
Good "Haven't lost connectivity or no drop issues"
Bad "Very bad value; Inflexible customer support staff"
Overall "Only option, so living with it. So eager to switch to better provider"
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:
(ratings match consensus)

I've been a Time Warner Milwaukee customer for 11 years now; Called them about 9 times over the last 11 years trying to get to lower the service & they do so about 10% of the time.

Since there is little to NO competition for TWC in my area, They get away with highway robbery!

member for 48 days, 1 visits, last login: a few hours ago
lodged 48 days ago

Comments:
wwwandy

join:2015-02-07
Waukesha, WI
Reviews:
·Time Warner Cable

Not quite $32 I guess, but they are providing a discount for another few mos

Date Status Amount
02/16/2015 Pending 36.77
01/17/2015 Applied 24.86
12/18/2014 Applied 47.28
11/17/2014 Applied 47.28
10/18/2014 Applied 36.77
09/17/2014 Applied 36.77
08/17/2014 Applied 36.77