dslreports logo

Review by Simthedude See Profile

  • Location: Appleton, Outagamie, WI, USA
  • Cost: $105 per month
fast
expensive
only option
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

It it very reliable but recently I haven't been getting my full speed. Its been fine for years though.

member for 15.1 years, 19 visits, last login: 10.5 years ago
lodged 10.6 years ago







Review by (hidden by request)

  • Location: New York, New York, NY, USA
  • Cost: $196 per month
NOTHING GOOD
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Time Warner cable is the worst experience I could ever had. Every month you receive a monthly bill higher than the previous one, on top of it, your Internet service is always down whenever u in need to use it, you may have cable and picture will freeze and on top of that you could be experiencing no volume at all for weeks and weeks. When U call for help, they refer you to technicians than dont know what they doing, some will promise you they will come to ur home or call you after a certain time and won't show up. The worst is when you decide to cancel, the number you call say you must call during office hours and will disconnect. I finally got someone on a week day and they have the guts to tell me that my cancellation request will cost me $40 on my last bill... Lol I came to the office at broadway to drop off the equipment, and the have me a number. The waiting time was over an hour and half..

Sent from my iPhone

(review was emailed from domain gmail.com)
lodged 10.6 years ago


Review by lso1123 See Profile

  • Location: London, Laurel, KY, USA
  • Cost: $89 per month
  • Install: about 14 days
Good down and up speed, Phone and TV Packages
slow during peak times. Motorola DVR not up to par with the SAT companys
Great start off bundled price
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Installed today with no hiccups TV service is great HD pq is good but not as good as Direct or Dish. Digital SD channels a little subpar but tolerable Internet service is good way better then our local DSL Provider do have some high latency issues during the late evening hours drops to about half of the advertised speed. Telephone service so far has no issues. I guess only time will tell how things work out I will update in a couple of months.

July 18 2013 service had been good until around June 20 since that time all services have been down Cable channels are unwatchable no phone or broadband service it has been over four weeks and issues have not been resolved. I think they are following in Windstreams tracks.

member for 19 years, 1683 visits, last login: 1.7 years ago
updated 10.6 years ago


shanessssss
@tmodns.net

shanessssss

Anon

run away

We need to get together and start our own ISP here in Lexington. These guys bought out insight and now we have nothing but problems.

Review by jades See Profile

  • Location: New York, New York, NY, USA
  • Business customer Business customer
  • Cost: $300 per month (24 month contract)
None
Outage once a month
Stay away from TWC
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

We have a business account with Time Warner Cable. Paying a whopping $300 per month in NYC for 50/5. Cablevision charges less than half for the same speeds on a business account

We only get 10 Mbps during the day

There's an outage going on since last night! And it's been over 24 hours!!!!!!!!! The office is on 39th and 7th Ave. No surprise with the outages, this is a once a month occurrence. Unbelievable. I'd be embarrassed if I were them. Fios is coming into the building by the end of the summer, guess who will be switching out faster than you can blink an eye!

member for 10.9 years, 3195 visits, last login: a few minutes ago
updated 10.7 years ago

Exacerbated

Anon

Extremely Poor TWC Customer Service

TWC attempted to lure me back by sending a TWC Relationship Manager to my home with the promise of better rates locked in. After listening to his litany about how things improved, and that he would provide personalized service by handling any issues that I may have going forward, I agreed to return but only for internet and telephone at this time because I was locked into a contract by another provider.

On the day of installation, none of the services that he outlined to me were provisioned nor was the correct modem installed. I called him which resulted in no action on his part but my having to go to the local office to obtain the correct modem. Moreover, I had to call tech support to set up telephone service as the new modem was not correctly provisioned in the TWC system using my own cell phone minutes over an hour.

Adding insult to injury, when I tried calling this RM again, all my calls went to a generic voice mail. I had to negotiate an ala carte package with Retention to try and mimic what this guy promised. They could not give me what he promised but could come close, though. I reluctantly agreed. No calls from this RM were ever returned, nor emails from Retention to him answered about his promises which also included a $100.00 Gift Card being a new customer again.

Finally, TWC advertises Bill Float to help pay your bills. I tried to use this service, and Bill Float told me that there was a problem with my account information and that I had to contact TWC. I contacted TWC Billing who had no clue about this service, even the supervisors. I spent several hours trying to resolve this issue to no avail. TWC finally told me it was a BF problem.

In conclusion, why do I have to be the one doing every one elses job by spending my own time on the phone from the RM to the Billing Department? This is NOT enjoying the TWC experience.

What is a shame is that TWC is so large that they do not have one person who can take ownership from the beginning to end of a problem but different departments. Moreover, if you talk too long on the phone, you eventually are disconnected, and no one can provide you with a call back number. You would think that they would call YOU back?

That being said, I am cancelling my service asap, and taking advantage of the money back guarantee, and returning to my former services provider.

TWC states that Customer Service improved. It is now worse than before. Once again TWC, you lost a customer.

Review by Couch Potato See Profile

  • Location: Statesville, Iredell, NC, USA
  • Cost: $165 per month
  • Install: about 3 days
Fast, stable, and consistent internet
Their STBs like to lock up and need rebooting
Best offer around
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

I have their DOCSIS3 30/5 package and I must say it's stable and consistent here on the west side of Statesville. The TV offerings are pretty good as well. I don't care for their Set Top Boxes that the others in the house use but I use a cable card in my PC. I occasionally have issues with the tuning adaptor but nothing to really get mad at. We also have their phone service, which works.

This is also pretty much my only option. AT&T has U-Verse down the street but will only provide my house with 1.5Meg DSL, which is unacceptable.

member for 19.5 years, 3274 visits, last login: 200 days ago
updated 10.7 years ago


Review by Bornloser See Profile

  • Location: Ravenna, Portage, OH, USA
  • Cost: $120 per month
Very good customer service. Service was installed on time.
Pricing
Good service so far. Over priced.
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Moved out of the Cleveland, Ohio area in May of 2013 to a different county. The only cable provider in the area is TWC. No other options. I will not use satellite service. Previously had WOW as cable provider and loved them. In the 6 years that I was with them, I never had an issue. I currently have standard cable, 15MB internet and phone service at $120.00 a month. Same package with WOW was $85.00 a month. Drastic difference in price. If another company pops up in the area, I will definitely look into it to save money. Until then we'll see what happens. I have had no issues with TWC so far.

member for 21.5 years, 7244 visits, last login: a few hours ago
lodged 10.7 years ago


Review by ericn32 See Profile

  • Location: Costa Mesa, Orange, CA, USA
  • Cost: $75 per month
  • Install: about 5 days
Speeds as promised during peak use
Non-promo pricing is high, and TV service sucks.
I wish Google or even FiOS were in town.
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Updated in June 2013; scroll to the end for current info.
--------------------
I have used AT&T legacy DSL and TWC's cable TV for a long time, and considered: keeping my current plan, switching to U-Verse, or switching everything to TWC. I haven't ordered phone service yet, but there are the big savings.
I already had Digital Cable (Variety+HBO, Cinemax on 12-mo. promotion, 1 HD DVR) and added RR Standard at 6Mbps/1Mbps (it's not clear on their site, and I think Standard has moved up to 10/1). The Surf n' View bundle plus the premium offerings came out to $112.98/month.
The install process is straightforward: I went to the local office (200 Paularino Ave., Costa Mesa) and ordered there in hopes of getting a truck roll earlier than ordering online. Then the tech came, hooked me up, and that was it. Later when I ordered RR over the phone, they sent a truck in 5 days and the installer hooked me up. The process was overall painless.
EQUIPMENT:
My cable box is a Motorola DCX3400, runs firmware v. 22.65 and iGuide v. 78.44 (A28)
My modem is an Arris Touchstone TM602G from TWC (new, apparently).

I have to say that TWC is mostly good. Whenever I have called them, their CSRs and the techs they have sent out are usually courteous and calming. When my cable was out for 2 hrs., I called them up and they took me through the process.

---UPDATE November 2010---

I added Digital Home Phone and have to say it is terrific! The voice quality is great. The phone service has never gone out since I had the service installed in June. Battery backup works, as expected. Had a power outage, and the phone stayed on.

The new A28 guide that TWC pushed to the cable box is an improvement, but the VOD can get jumpy and the menu changes can lag over a second or two, just to scroll down a list. Not a deal breaker, though.

---UPDATE June 2013---

I cut TV & Phone, and I am Internet-only. I was using the TV less and less, the guide wasn't updated as promised, the boxes were still crap. and the price just kept climbing. I've cut the cord and now use Netflix. As for phone, I now have Ooma, which saves me about 60% off of the TWC standalone price.

Equipment Now:
Motorola SURFboard SB6141 (self-provided, not leased)

I have the 50/5 Mbps "Ultimate" speed tier, which works reliably, though the upload speed is lacking. Also, phone tech support is a nightmare and they managed to botch a simple upgrade that made me go through a 2-hour phone hold.

member for 14.5 years, 2039 visits, last login: 2.4 years ago
updated 10.7 years ago


Review by chamberc See Profile

  • Location: Irving, Dallas, TX, USA
  • Cost: $273 per month
  • Install: about 60 days
75/5 super Fast internet, good HD selection, Superior HD quality
30+ truck rolls over 60 days to get services up in 2005; DVR software is terrible (iGuide or Navigator)
good quality service
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

Have had TWC since 2005 when it was a Comcast market. It took 30+ truck rolls, over 2 months to get my 3 DVR's and HSI running.

HD selection is good, PQ is great, but the iGuide and Navigator software on the DVR's is truly awful. The GUI is absolutely terrible.

I have 75/5 wideband and get my advertised speeds, but my signal levels on the downstream have been decaying for several years.

FIOS is not available in my area, and uVerse stinks because it only allows a couple of HD streams at a time. I need 6 simultaneous HD streams.

member for 15.6 years, 5277 visits, last login: 1.2 years ago
updated 10.7 years ago


JimMcCoy
join:2011-08-20
Midlothian, VA

JimMcCoy

Member

Some suggested alternatives...

May I suggest upgrading to WH-DVR?

Benefits of the upgrade:

Lower overall price: WHDVR with 2 playback boxes is cheaper than 3 HDDVRs.

More space: Standard HD-DVR is 60hrs each vs. 430 Hrs per WH-DVR.

Bonus - Networking: Right now if you want to watch what you record you will need to sit in the room you recorded it at; vs WHDVR you can access your recordings from any room you have a box. I will grant however that you need to set up your recordings from the DVR.

As a second alternative, you may wish to also consider upgrading to SignatureHome + 1 additional playback box
(you'll increase your overall recording time to 860 combined hours and get faster Internet, plus some cool extras in the process.

Just an FYI!

Sincerely,

Jim McCoy

Review by Jawsinc See Profile

  • Location: Woodside, Queens, NY, USA
  • Cost: $120 per month
Draining your sanity & bank account.
TWC Blazing Speeds That Are 4X Faster Than Dial-up!
Roughly the same signal from my sewage drain as my coax cable!
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

TWC Blazing Speeds That Are 4X Faster Than Dial-up!

Update: Since I've upgraded to 30/5 the service is awesome. This upgrade was not by choice, all the other services that TWC offers are only a little faster than Dial-up, not much faster...just a little itsy-bit faster...

Turbo is about 5-6Mb. Standard is about 1-2Mb. Utilization issues going on for over a year now...

Update again: Forget all that. they still suck! They sometimes fluctuate from "horrible" to "doesn't suck that bad" but always back to "horrible" eventually.

member for 13.2 years, 140 visits, last login: 7.5 years ago
updated 10.8 years ago


kilrathi
Premium Member
join:2005-04-22
Rockaway Park, NY

kilrathi

Premium Member

agreed

I have been customer of NYC Time Warner Road Runner Turbo Plus package in rockaway park queens, and until 4 weeks ago I would give them A+, but since 4 weeks ago every day at peak times latency jumps above 300 ms on their network and speeds are down to dial up specs, I agree with your ratings right now, this is terrible service atm. I have been calling support almost 100 times past 4 weeks and still nothing been done about my problem, except the fact technician came to visit only to confirm there is no problem on my end, its congestion on nyc rr network, thats the real problem it seems.

Review by Michael91766 See Profile

  • Location: Pomona, Los Angeles, CA, USA
  • Cost: $35 per month
  • Install: about 6 days
Price
Service, Installation Technician, Dishonesty, Lack of CPM
If there is a different choice, go with some other company.
Pre Sales information:
Install Co-ordination:
Connection Reliability:
Tech Support:
Services:
Value for money:

I have been with Time Warner for almost 6 month now.

First, I have to say, for $34.99, I am unable to get a "faster" connection anywhere.

Of course, we got to thank the FCC for allowing cable companies, phone companies to monopolize in the United States of America, in the very first place.

But other than $35/month, with a 15Mbps line down, 1Mbps line up, I have a lot of things to tell about how shady this company is.

I had a cable modem from Charter, and I wanted to use that. Installation technician called in, and verified with the tech, and told me my cable modem doesn't work with their network (lie #1). Which then, after they have left, a month or two later, I have called in to switch to my old cable modem, and it is just working as it should. The technicians are just trying to up-sell any additional service, modem leases to you, at your location.

Second, I signed up for $34.99 service, when technician came, they came in and said the service is $52.99. If you don't sign to agree for $52.99, they refuse to install. (lie #2), what you have to do, is to let them install it, sign for $52.99, get the # for Tech Support, or Billing, and call in to cancel service after the install technician has left, for them to change the rate back to $34.99 for 12 month.

And, for the past 5 and half month, our service was down 2 times, and there are three major problems I have with their service. The CPM (connections per minute) »www.pcwelt.de/speedtest/ you get from the test site is horribly low. Which that transfers, a lot of other problems. To make it short, this service is not that useful for gamers. And latency is a problem, I constantly get over 150ms pings, which is not a good service to host a VoIP phone, or to use their phone service. And last problem, this matters to people who downloads a whole lot. If you're downloading via torrents, the fun part, is that their network has codes, to write off your packets, so your downloads typically take a lot longer than slower DSL lines or a lot a lot a whole lot ~~~ longer~~~~ than same speed / same bandwidth alternative fiber networks. Because one of the ways they manage their network, is to drop your packets.

so there, go back to DSL or find Fiber.

this service, is your 2nd to the last resort, if you don't have other options. The good parts about this service, for the first 12 month, is price, and for another, is that there is no long term commitments, no contracts. But the flip side, is they pre-charge you. You're paying for services that you'll be using. Oh . . . .speaking of this, they also will find accounts that you shared w/ your room mates, you had in the past, to associate with you now, so any delinquent account, will get billed back to you on a surprise, and they will add some bogus late charges to your account, like when I only had the service for 55 days, and I've paid the bills at the end of the 1st month, they gave me a late fee of 42 days out of no where. I had to call in, wasted time to get rid of that. They're just notorious at charging misc fees.

Bottom line, buy your own modem, it saves a lot after 4 month, you can obtain a DOCS 2.0 modem for like $15, they charge $3.95/month + tax on leasing their own DOCS 3.0 modem to you (that you don't need, unless you're on TURBO or ULTIMATE service). You save $4.xx every month.

member for 10.8 years, 10 visits, last login: 10.7 years ago
lodged 10.8 years ago


anonme
@reliablehosting.com

anonme

Anon

depends where you live

home owners have better service then people that live in apts.

the reason being home owners have direct access to the cabling and cn get it replaced if need be.

remember if you live in an apt then you get the low end service.

Aiss
@sterlingstudents.net

Aiss

Anon

Worst company: bad customer service

Worst company ever, the customer service hangs up for no reasons (I don't like cursing but you were damn right and I can feel your anger) I had a bad customer experience this morning and and it took me 4 hours to get what I want, they were not able to transfer to the right guy and everytime I kept doing over and over the same damn procedure, fuck time warner cable, you should benchmark on European companies, at least they know how to meet customers 'expectations and deal with pissed customers.