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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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lodged a few hours ago
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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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lodged 2 days ago
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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 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
Comments:
 | | 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 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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| Review by Warmachine99 - Location: Pleasant Prairie,Kenosha,WI
- Cost: $35 per month
- Install: about 4 days
Good "On new service request, got a DOCSIS 3 modem"
Bad "$35 for 1.7 Down and .987 up. Too much $ for not much speed."
Overall "Not worth it, but the only choice I have."
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Update 9/16/13: Internet speeds download speeds are now double what I had at the start, but still no change in the upload. My DOCSIS 3 modem shows 4 channels, but a HUGE number of uncorrectables. All 4 channels are over 200,000 uncorrectables in less than 24 hours after a reboot. A call to TWC tech support received no help, as they say it has to be the splitters in my house causing the issue. I told them that there is only 1 splitter, which is a power amplifier that they provided. They say that there has to be more splitters in the walls that I don't know about, and that I would have to pay $150 for a tech to visit. They can take that and stick it. If I could switch to ANY other provider I would. But there is none in the area, and TWC knows it.
Update 7/29/13: Had to go back to TWC, as my neighbor whose Wi-Fi I was paying to share, moved. Again, there are no other alternatives here. No AT&T, no Comcast, no nothing. I got the "basic internet package" which gives me 1.7 down and .987 up. Better than nothing but still too expensive at $35 a month. At least I got a DOCSIS 3 modem, so I wont have to deal with any switch over in the future. Not using the TV service or the phone service as they would require me to spend more $$$ and I just don't have it anymore.
Update 4/7/2011: Have now dropped TWC altogether. Between the quarterly price increaces, and the lack of any improvements for that money, I am dropping them like a hot potato. I just cant afford them anymore. $130 for basic cable and lite internet? No thanks!!
Update6/5/09:
Still no issues with internet service. DVR issues, however are plentiful. Im on my 14th DVR box in just under 2 years. The boxes loose signal, which they tried to blame on my building wiring being too old. My building is just over 4 years old. I call them on my VoIP line (using the rock solid internet!!) and they tell me that my wiring has to be bad because they can not see my DVR. I tell them that my VoIP is going out on the same wiring, and they then decide that I have (Yet again!!) a bad DVR. Thier field techs are awesome, and confirmed that the problem is not in my wiring.
Update 5/20/08:
Speeds remain constant, right at the upper end of the promised speed, no matter what time of day or where I test to. Latency is good, and I have not seen any hint of packet shaping or throtteling.
Update 11/25/07:
Speed update arrived, no real upgrade for upload. Rock solid performance, with very little down time.
Update 1/24/07:
Still no speed upgrade, but everything is working good!!
Original review:
Was moving into a new construction townhome. Called 4 days before move in day to set up install. Everything was fast and painless for the original setup. The day before install, I received a automated phone call letting me know that my install was sheduled between 1:30 and 4:30.
Day of, received a call reminding me of my install, and at 3PM, the installer arrived. As my townhouse was pre-wired for cable service, all he had to do was hook in the boxes. In and out, 15 minutes. Very professional installer. He asked where we were planning on putting our TV and made sure the cable was long enough to make it to either of the 2 places we were considering.
Internet was working immediately, and the speeds are well within the range promised me. Supposed to be getting 5Mbps/386, and according to the Road Runner speed test site, I am getting those speeds. Using BBR tests, I get between 1.9 and 2.8Mbps during peak times, and was close to 4.5Mbps at 3AM.
I had some problems originally with the router needing to be power cycled in order for the modem to synch properly, and a call to customer service informed me that for the first day or 2, this was normal, and after those 2 days, I have not had to power cycle at all.
Since then, the speed has been consistant and the service uninterrupted. When I called into Customer service, they said that our are was going to be getting a speed update sometime before the end of Summer. We'll see.
member for 7.5 years, 2503 visits, last login: a few hours ago
updated 19 days ago
Comments:
etaadmin
join:2002-01-17
Dallas, TX
kudos:1 | Really? $130/mo for basic cable and lite internet?
All I see all over the TV are TWC commercials offering $33.33 for digital cable, 7/1 internet and digital phone for a grand total of $100 a month!
Negotiating must not be one of your strong points  | |
| | | | Re: Really? said by etaadmin:$130/mo for basic cable and lite internet?
All I see all over the TV are TWC commercials offering $33.33 for digital cable, 7/1 internet and digital phone for a grand total of $100 a month!
Negotiating must not be one of your strong points
Try to get that price, it does not include equipment rentals or under the line fees/taxes/etc. You will see that $130 a month is quite a bit closer to what you will wind up paying. | |
| | Reviews:
 ·Time Warner Cable
| Thats for new subscribers only. After the first year if you are on the standard packages (Digital 200, standard internet, no phone service) your bill is just under $200 a month.
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I've discovered that I often visit the state of confusion, and I know my way around pretty well. | |
| | | etaadmin
join:2002-01-17
Dallas, TX
kudos:1 | Re: Really? said by Warmachine99:Thats for new subscribers only. After the first year if you are on the standard packages (Digital 200, standard internet, no phone service) your bill is just under $200 a month.
Not true, I have a very good deal for digital cable for only $54 a month (no bundles) everything included taxes, rental fees... everything. | |
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·Time Warner Cable
| Re: Really? My bill, here in Pleasant Prairie, Wi., where TWC has no real competition, and they know it, was $194 per month for the Digital 200 package, 1 HD-DVR and the standard 5 Meg internet package and all associated packages. No extra movie channels, no movies on demand, and no phone service. My bill for this exact same service back when I originally signed up for it was $75. Once the first year was up the bill went to $120 a month. Price increases over 4 years brought it up to the above mentioned $194. I dropped the bill to $102 a month by dropping digital and going to basic cable, returning the DVR and the dropping internet down to the internet lite service. Then just after doing that I got a note from TWC informing me of a $30 price increase per month FOR THOSE BASIC SERVICES.
$130 a month is way too expensive for basic services, especially now that im unemployed.
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I've discovered that I often visit the state of confusion, and I know my way around pretty well. | |
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| Review by dsl10102 - Location: Studio City,Los Angeles,CA
- Cost Contract price not specified.
Good "Acceptable, when it works...."
Bad "slow-to-no speeds, forever-length hold times, broken promises"
Overall "request alternative"
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Competition might supply incentive for improvement.
member for 12.2 years, 1375 visits, last login: 2 days ago
updated 20 days ago
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| Review by antdude - Location: United State
- Cost: $61 per month
- Install: about 14 days
Good "Good speeds and uptimes."
Bad "Sometimes technical problems on their ends like outages, firmware problems with modems, support, prices go up every year, etc."
Overall "Good when it works."
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I used to have Excite@Home (early 2001 with brand new cable lines since this old house never had cable before) and Adelphia PowerLink for broadband Internet before they went bust and TWC took over. During those early days since 3/10/2001 for several years sucked badly (DNSes didn't work, uptimes and speeds (e.g., 150 kB/sec during the early morning hours) were awful, etc.). Adelphia finally upgraded their cable system to be DOCSIS in the city, and it was fast and stable! And then, they went out of business.
TWC reused the same cable system. Once in a while, there are outages (usually short ones), slow speeds, etc. Very rare, there are long ones. I think the longest uptime was almost all daytime, but TWC will make up for the time loss of your next bill if you tell them especially if it is a known issue in the area.
Note that I still can't get any fast and cheap broadband services (e.g., DSL is too far due to 20K feet to CO according to GTE and Verizon). Also, no FIOS. Dial-up sucks (3 KB/sec) and lots of line noises.
member for 12.5 years, 5209 visits, last login: 1 days ago
updated 26 days ago
Comments:
 antdudeA Ninja AntPremium,VIP
join:2001-03-25
United State
kudos:4 | No one likes my review, eh? :P | |
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| Review by STeWxQQ - Location: Brooklyn,Kings,NY
- Cost: $45 per month
- Install: about 1 days
Good "Nothing good about TWC these days. Finally left them."
Bad "Cable bill slowly goes up each year."
Overall "Too expensive for the garbage service they provide."
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Had the Double Play. HDTV box was too slow and unresponsive. Cable internet was too slow for the money.
Why charge me for modem rental out of nowhere?!?! SCAM!
Finally got rid of them.
member for 13.3 years, 4780 visits, last login: 2 days ago
updated 36 days ago
Comments:
| | TWC=The worst cable These scum are jacking up prices every 6 months now, service outside their oversubscribed network is poor. Many outages.
We NEED competition, FIOS WHERE ARE YOU? | |
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