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Spectrum.com review: scam charges 78

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4:34 am EDT
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I was using AT&T and was happy but decided to try TWC for the single billing. They came out to install but didn't have all of the parts needed so had to set another appt. They were supposed to come out at different times but never showed & I couldn't get a hold of them to verify. I have to be at work at 6:45 so I go to bed early. The tech called at 9:00 after I was in bed ready to come out & finish the install.

At this point I had been stewing all evening but getting me out of bed at their convenience was the icing on the cake. I told him that their service was lousy and that I was going back to AT&T but I guess he never called in that information because they have been billing me for almost 2 years telling me that I still owe them.

I have been receiving letters from collection agencies & finally phone calls telling me that my credit will be ruined if I don't pay. So in lieu of bad credit I bent over and paid the money. Granted the amount is less than $300 but it's the principal & their lousy service that has put me in a high state of positivity for too long. They are supposed to be a communication company - well COMMUNITATE! Also their web sight brags on how they service the customer at THEIR CONVENIENCE. I don't think so.

The real kicker is that I moved into a new townhome & AT&T doesn't service them & I don't want the 'cosmic dish' look so my only choice was once again TWC. I had my roommate put the service in her name since I was still under their microscope. There was also multiple problems with their installation but finally got resolved. One of the things I learned was that they sublet installers or as I called them 'slice & dicers.'

Truely someone needs to do something about this lousy company. Not meaning to sound like a Judge Judy litigant but there was a lot of mental anguish during that time & still is since I got ripped off.

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78 comments
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Time Warner is a disgrace
Nicholasville, US
Aug 25, 2013 12:10 am EDT

Ok for as much as they charge their service should be alot more efficient.. Everything I watch is always lagging and pixilated.. Complained and had new wires ran and still happening. Complained again and they say its the area I live in. I live smack in the middle of town where the service should be at its maximum. Honestly for as much as they charge they should have more consideration for the customers and not be greedy money grubbin ###. Everyone I know that has Time Warner is disgusted with there service. And all the complaints are pretty much the same. Whoever runs this company should be fired and honestly they need to be put out of business..

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Redemption
, US
Apr 30, 2010 9:24 pm EDT

I have had nothing but problems with this company as of today it has been 3 weeks since I had a working phone or cable they screwed up my appointment time then they didn't show up. Then they called my phone which I have with the idiots now tell me how are they going to get a hold of me when the phone doesn't work. They had my work # but do you think they would call that # . you go round and round with them and they still can't get it right. lets see if they show up tomorrow or maybe they will call again to the phone that doesn't work and not show up again. As of Monday I will be switching to Dish and AT&T.

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ldee9941
Rome, US
Nov 13, 2013 2:51 am EST
Verified customer This comment was posted by a verified customer. Learn more

There internet speed is terrible.They have a tool on there own web that tests their speed . Im paying for Turbo internet and only receiving not even Basic services.They just double billed me.My account is payed in full. Seem they have a monopoly here in the building where I live we aren't allowed to carry anyone else.

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darmor941
Port Charlotte, US
Nov 19, 2013 11:46 pm EST

We bundled phone, internet & cable with them. They promised a $200 Visa card. We provided all the necessary requirements, and were approved, and it has been over 6 months that the reward has been "processing". No satisfaction when calling them & complaining. They said it was approved and our waiting period has been over for a long time. No card in the mail.

Valerie
Valerie
, US
Apr 23, 2008 2:44 am EDT

I can truly relate to the previous complaints on Time Warner customer service! Last Wednesday, 4/16 I called because my internet stopped working. They ran diagnostics and found that I had to have a service appointment. Of course, the earliest possible date is Monday, 4/21/08. Someone called me Saturday to confirm that I was still having the internet problem - I said Yes! On 4/21/08 my service appt. is between 1pm - 5pm. I called around 2pm to see when they might be coming. I was then informed that my appointment was cancelled by the Technician who reported that issue was an outage problem and it has been fixed. However, no one bothered to call and ask. They put me back on the service appt. list for 4/21/08 by now it is 4pm so I have to wait now until 8pm. The technician comes an hour after I get off the phone. He comes and informs me the issue is with my neighbourhood - no internet lines working and maintenance have to come fix the lines. Great! I call back later on that evening to see if that was done yet or when it would be done. Customer service has No Idea about what the technician told me. He said he would take all information down and schedule a maintenance call first thing today. Now it is 4/22/08 Time Warner rep calls me this morning to schedule confirm a service appointment. So then I had to explain to him that it should be a maintenance call not service call. He was supposed to call me back when completed. It is still not done. If this is not resolved by tomorrow I will be cancelling my services. The lack of communication between technician centre and call centre horrible. I am telling one centre what the other told me. It's like being the go between for two arguing kids.

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magen82
Round Rock, US
Mar 13, 2010 4:30 pm EST

I have had my cable since September of 2017, and every experience I have had is awful... missing channels, more than 15 missing channels, channels with no sound, Channels that black out and come back and black out again. This cable is no good. So we had someone come and change out our box. They changed it out and then approx 10 minutes later came back and woke up the baby. They said something was still wrong. They went back where the box was and did something then left. Still the cable was crappy. Still all the same issues. So then we had another appointment for 3/13/10 from 3 to 5. We were not told to keep our phone on us because they would call first. so we were in the back yard and did not have our phone with us. I went in the house at 3:10 and saw I had a missed call. I checked my message and the message said that the repair guy tried calling us and that we would have to reschedule and the time was 3:26. That was a lie. It was 3:09 when I checked my message. They would not come out on the scheduled day. SO we cancelled our service and asked for them to come get their equipment and they told me that we would have to turn it in. That is ridiculous. They brought it they should come get it. So then I was told they would come get it but it would cost me 40 dollars, but they wont pay me for my gas to deliver. So Now i have to take off work which I hope I don't get in trouble for, but none the less i guess have to make that trip because of their crappy service. They don't know what customer service is, they only convenient for the company. I should have know because of all the horror stories that i have heard but i have learned my lesson. Good luck to all because you will need it and remember, if you have a scheduled appointment, make sure your phone is at your side if you want them to keep their appointment.

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Jeff
, US
Dec 08, 2009 4:27 pm EST

I am a Time Warner Cable customer (I have no choice). They have the worst customer service I have ever experienced. Whenever, they don't know the answer to the problem, they either say one of two things, 1. They will send a Technician down or 2. They put you on hold and NEVER comes back. Some of them are trainees that don't have a clue. Calling them is one of the most terrible calls a person can make. The Supervisors are good decent people, but you have beg to speak to one. When they create a problem, they don't know how to get out of it.

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Bradley hazelwood
Copperas Cove, US
Dec 23, 2013 4:52 pm EST

was told to pay a 50 dollar deposit and first months bill then was told three days later that they where shutting the service off due to a bill my wife owed from 15 yrs ago paid them a 108.96 total to have the service turned on was told i would have a refund and that i would have it within 5-7 business days that never happend then when i called was told they messed up and where going to be sending me a check that i would have it by the 11 of the month never came then was told again i would have it on the 23 never came again then was told when i called that it was in the mail and thats not there problem that they messed up and did not refund the way i paid what do i do this is pissing me off so bad i was expecting that money back so i went got another provider using my xmas money because i was told i would have that other money now i cant even buy cristmas>>>>>

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Palmer
, US
Apr 02, 2010 5:02 am EDT

We received official letter from Time Warner dated March 26, 2017 stating: "To avoid losing your package savings, please call us right away so we can find the perfect new package for you." "Our new Price Lock Guarantee offers have many new benefits...at no additional charge".

So, I called in today and was told:

1. I can't call in now even though they stated in the letter to 'call us right away'. I was told I have to call back within 30 days before or aftre contract expiration date which is May 9th. She can change my package for me now, but have to charge me penalty fee.

2. The new prices are $34 more each month even though they stated in the official letter that 'no additional charge'.

When I asked to speak with her supervisor, she refused and said someone will call me back in 24 hours. What kind of service they offer!

My neighbor told me that they switched away from Time Warner, then TW asked them to come back with many sweeter deals, much better than what they offered us as a loyal customer. I wonder how they can keep their business.

We are DEFINITELY switching away from Time Warner, not coming back, once we are 30 days before the contract expiration date.

By the way, they claimed that my internet speed is up to 7mbps. But when I tested through 2wire.com, it's only 2.8mbps. But Time Warner's testing site speedtest.texas.rr.com, when tested at exactly the same time, would tell me it's 12mbps on a maximum speed of 7mbps line! Does this tell you something? Should I trust Time Warner's own site claiming my speed is 5mbps higher than their maximum speed? Or should I trust the public site 2wire.com? I would adise you all test your TW line with public site insteading of just trusting TW like we did for past 2 years.

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jimaneal
Nacogdoches, US
Mar 06, 2013 2:57 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Time Warner has no shame. My beloved cousin died in early November, and I have been trying to close out her account since then. She had a bundle package with internet, television, and a landline home phone. We cancelled some of the service shortly after my cousin's death. We also returned two converters at this time (I have a receipt for these returns). We chose to retain the cable coverage till the 15th of January. I called Time Warner on the 16th to cancel the remainder of the service. They stated they couldn't cancel the service till the modem was returned. I returned the modem to one of their stores on the 19th of January. I asked the person receiving the equipment if this was all I needed to cancel the account, and he said yes. I asked if I would be receiving a credit on the account and he said yes. On the 10th of February, I received a bill for $81.36 still showing that the modem was not returned. My account has a $98.07 credit without the modem and card. I was told that the account did show that the modem was returned and that it "just had not been put into the system" and that it now had and that a credit would be issued shortly. They further stated that nothing was owed on the bill. On March 1st, I received a bill from a credit collection agency for the $81.36; I had received no other notification between the 10th of February and this notice. I immediately called Time Warner and was assigned a case number. The rep again stated that it was clear I had returned the modem, but that they would need to verify that it was in their facility. I don't know what that has to do with anything since they noted that the modem had been returned. He stated that I would receive a call back by the 5th of March letting me know what the status was. I did not receive a call yesterday so in the afternoon I again called customer service. Again I was told that it was clear that I had returned the modem. This rep stated that the previous rep should not have told me I would receive a call by Tuesday because it would take up to 8 business days to research the situation. I asked to speak to a Supervisor and was placed on hold for a long period of time. When the representative came back on the line, she stated there was a backlog of calls (not surprising after looking at all the complaints) for supervisors and someone would give me a call back within 24 hours. In one hour it will be 24 hours and not surprisingly I have not received a call.

Valerie
Valerie
, US
Oct 09, 2008 2:29 pm EDT

Time Warner seems to think that by using their telephone operators the Supervisors and CEO's can hide behind them, only to have the clients not getting great service and yet take our money.

I am tired of getting disconnected from my internet sessions and not getting my TV working properly there for all my "tapings" on their DVR are not taping because there is no signal. Then it comes back all by it self within a few minutes at the most an hour or so. When you call they always want to set up an appt, Meaning YOU cannot be out of the house for an entire half or full day waiting for them and then they don't show up...

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scratch
Los Angeles, US
Dec 14, 2009 4:45 pm EST

I moved and needed to close my account before leaving the state.
I returned my cable modem in person and got a receipt that stated that I was to be given a refund.
Instead, for the past year, I have been getting a bill!

They claim that the modem was not returned and that I owe for it...even though I walked into the office myself and have a receipt.

I have mailed, faxed and called the company (with a copy of the receipt) for over a year and it is still not resolved.
When I just called again about this, I was told that it would be best to come back into the office with my receipt.
? The cost of the flight wouldn't be worth such an inconvenience.

Very bad customer service and very unorganized. It is scary to think about how much money people give to this company when they can't be trusted.

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hadenoughtwc
Wilmington, US
Sep 08, 2010 12:42 pm EDT

Do yourself a favor and do not get Time warner Cable. For the last year since I started using their HD/digital box I have had nothing but problems. Picture freezing, channels "not available" at the moment, flickering/frozen screen. I have literally called everyday for the last month and had them on the property 2x, switched the box out, reboot teh f'n thing daily, etc. When I talk to them on the phone it is always unplug and reboot your box. WTH everyday? I never had/have problems with the tvs that run cable from wall to the tv. Its the refurbished boxes they use, not a single one is new. So I am enduring 7 more days until sattelite is installed at the house and can tell TWC to go screw themselves. Roadrunner and their internet phone are worse then their cable. Never again TWC, never again.

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DMW57
Austin, US
Feb 26, 2013 8:09 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Off and on I have had all kinds of issues with Time Warner Cable (TWC), but I always went back to them whenever they had a good special. I guess it is like when someone goes back into a relationship with an abusive person who offers them a better deal this time. Now it is doubtful that I will ever use them again after this 7 month ordeal. In the past TWC’s customer service quality used to depend on the amount of services you had; the more services you had, the better the customer service and equipment. This fact was confirmed by a former TWC rep that I know.
My major issue with TWC began in August of 2017. I called to cancel my services because I could not find a decent place to move and I thought I would have to stay with family, but a couple weeks later I tried to get them to change my request to cancel service to a request to move my service to my new place, but after hours of getting the run around; disconnecting me from the department that would help me. I decided to go with AT&T; one of the best decisions I've made in a long time. I absolutely love their U-Verse service so much that within the first month I added additional services.
Shortly after paying my bill and returning the modem I had, I received a bill for an “unreturned modem”. I had the receipt for the only modem that I had so I made several calls, online chats, and emails and finally I was given a number to fax copies of my receipts. I also had a receipt for a converter box that I returned on December 28, 2017 because I just wanted internet after they jacked up the prices to a ridiculous amount once the special expired.
After faxing these receipts and the statement with the modem charge plus screenshots of their site which showed only a credit-making it impossible to pay online, I followed up with them in September because they failed to contact me. (The site still shows the credit.) After I sent another email to them and I got a response which indicated I would have my refund of a whopping $34.62 within 4 to 6 weeks after services were discontinued. The effective date of my request to discontinue services was 7/31/2017 so the refund should have arrived within a week or so I thought. I contacted them again and received another response dated 11/1/12 which stated I would have my refund within 5-7 business days. I still did not receive the refund and when I called or chatted online with them I became truly upset. They continue to say I have an "unreturned modem" and when I expressed my feelings they became very condescending which is amazing because they still seemed to be accusatory. They obviously had some messed up records which I am sure it due to the time that the tech came shortly after I returned my converter box, because the modem I had no longer worked. The tech ended up replacing the non-functioning modem which I am positive that they were trying to bill for and gave me a really crummy one which I returned on 8/1/2017. The service tech did NOT have any paperwork. As a matter of fact, this guy was so creepy and unfriendly that I could not wait for him to leave. He reminded me of the guys you see in the prison shows. The latest condescending and accusatory TWC rep indicated they could not retrieve the service records. Glossing it over with the fact that I got the “unreturned modem” in 2017 and failing to mention the tech service done the beginning of January 2017 and when I asked about my refund she said she indicated that I should have assumed that when she said, “I apologize that the refund was not mentioned I assumed you would know once the modem was removed from the account that the refund would process. “ UGH! I just want to scream in her face. This apology is insulting…I assumed you would know.
Sorry to make this such a long story, but I really want to get all of this out there, because the more I mention the problems I have, the more I hear about other issues people have had with TWC. I do not understand why they have these “come back” special advertisements, but when I speak to them in person they don’t seem to care if I ever come back. When attempting to resolve the issue they maintain the attitude that you are wrong. I want to warn everyone I can that they are really NOT worth any of the bribes they are offering.

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Gra8
, US
Jan 28, 2010 2:51 pm EST

I moved into a new apartment in October. Instead of transferring my existing service with Time Warner Cable, I was told by a rep I had to completely close out my account, return everything, and then start a new account to take advantage of the special offer TWC had with the complex. This was inconvenient and expensive. Since I moved in, I have had constant Internet failures and they have had to sent a tech out FOUR TIMES in less than four months. Each time, my Internet mysteriously stops working, I spend an hour on the phone trying to get through to a live person, am instructed to try and reset the modem which I have already done, and then told they will have to send a tech out as my modem is mysteriously offline, and my network has disappeared. Each time a tech has come out, they give me a different reason for the problem. Most recently, a tech came out on January 1 and told me my whole modem had "blown up" and was completely dead and he had no idea why that happened. On January 7, the Internet stopped working again. After spending the customary hour on the phone with TWC customer service on January 8, I was told again they would have to send a tech out AGAIN. I was told someone could come out on Friday the 9th. I explained to the person I could not take any more time off work to deal with this. The rep then asked if they could send someone Friday afternoon. I became agitated and told the rep that I was an attorney and had to be in court for a hearing on Friday and could not be available that day, after giving him a piece of my mind about my constant internet problems which I know he could care less about. He told me he would send someone out on Saturday the 10th from 10-12. On Friday morning, my phone started ringing over and over---the same number each time. When I was finally able to excuse myself to answer it, it was a tech from TWC asking me if I was at my apartment, that I had a service appointment. I explained to the tech that the appointment was supposed to be Saturday, not Friday, as I had gone into great deal explaining to the person I talked to on the phone. I have no doubt that the person I spoke with deliberately misscheduled the appointment because I was hostile at the end of the call. So friday I call to complain which is no easy task. After being transferred several times, I was again transferred to the tech department to complain. I told my story and was offered a month of free Internet. As I attempted to finish talking, the rep hung up on me. I also believe this was deliberate, as had it been an accident, the person obviously had my number and could have called back. I called TWC back again and was transferred to a different person. He assured me that I would have a month of free Internet. Well, I guess something is better than nothing. But after all the work I've missed, time I've wasted on the phone, and dealing with these people who obviously fear no repurcussions for their actions, I think I deserve more like 5 years of free Internet. We'll see how long it stays working this time. Unfortunately, because TWC has a monopoly on my area they are the only internet service provider I can use. This is what happens when a company can circumvent competition!

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cssi
New York, US
Feb 09, 2010 8:17 am EST

If anyone is considering another company over Time Warner Cable -do yourself a favor and do it.
I was so shocked to check the BBB and see Time Warner CAble is highly rated with a 'small' number of complaints - about 200 complaints.

Well, here is mine and if I can save someone else the waste of time and the endurance of hassle then maybe some benefit will come out of it - although not to me.

I'll keep it brief:
- for the installation they were so late (outside of their 'time window' which was already set to be a few hours to avoid them being late) that the installation had to be rescheduled. And then they were very late a second time.

- They overbilled me every time until the month I canceled my service - that bill was finally the right amount. But the best part was I signed up for a discount package I saw on tv, when I did not see that reduced figure on my bill, I called and the rep actually laughed and said 'guess what they forgot to apply the right discount code when you signed up' and still after admitting their mistake (and laughing about it- the nerve!) they did not fix it. I kept getting outratgeous bills.

- I spoke with several managers, all of whom dropped the ball and did not follow up with me.

- the only manager who finally gave some decent attention was when I called to cancel. and it took over half an hour which finally resulted in me yelling at him to stop overcharging me and he actually did rectify my bill - again that was the last bill.

- every now and then the signal was poor (I should not have to pay for that) which really sucks if you are counting on watching a particular program

- also I discovered in reading the fine print that they WILL sell/share your personal information to other companies, even though I asked the rep about this when I signed up. The rep assured me they do no such thing. When I later read the fine print and saw they did sell/share customer info I emailed customer service saying their rep was downright misleading, and had that forwarded to a training manager who said they count on comments like mine to improve their customer service.

overall regarding customer service- it is one of the worst of any company I have done business with.

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Dalton Jackson
Beaumont, US
Oct 09, 2012 8:12 pm EDT

My services was installed on [protected], and the information requested was submitted within the 30 days. I faxed the information over and every time I called they said they received and when I called after a 3rd or 4th time, they said you submitted your information in the correct time but something was wrong with our system and we you need to mail the bill from the bills you changed from which was ATT and Direct-tv. Now i keep getting emails that says something different. This is false advertisement and they only wanted me to switch and as of this date i haven't received my gift card. Would someone please contact me

Valerie
Valerie
, US
Oct 31, 2008 6:49 am EDT

Time Warner Cable takes advantage of the fact that they basically have a monopoly in NYC and they provide a horrible customer service. I had an appointment to have cable installed and they never showed up, when I called they told me that I had called to change the appointment but I NEVER CALLED. They hanged up on me, put me on hold for over half an hour to speak to a Supervisor. At the end, they said that since it was on their record that I had called, they could not do anything. This implies that their systems are bad or someone is changing the appointments without specific authorization which means that they are breaching privacy and confidentiality agreements. I cancelled the service all together, for the time being, I rather not have cable than give my money to Time Warner.

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Micho
, US
Nov 30, 2009 7:26 am EST

Have you ever...EVER experienced anything more frustrating than the customer service at Time Warner Cable . Three CSRs. three fix it opions, none of which works. Want money back for interupted service? Sure, wait 1/2 hour for a supervisor who tells you you are out of luck. Running a home business and the old model modem they supply breaks...wait a few days until a tech can get there while your business revenue flies out the window. Frustrating, inconsistent, awful automated customer service... BOOOOO.

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LesT56
, US
Dec 18, 2009 10:21 am EST

In 1966 my wife an I had a 13 inch television with three channels. Now I have a 42 inch television with digital cable and more channels than I can count and I still can only count on three channels. I have a number of channels called "Unavailable At This Time". Since Time Warner Cable changed to their new digital system my service has gotten progressively worse. For a hundred dollars a month the service should be better. I would go back to an antenna, however the Government (and undoubtedly the cable industry)in their infinite wisdom decided we could no longer use them.

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NME6
Yorba Linda, US
Jan 15, 2010 11:40 pm EST

DO NOT get Time Warner Cable if at all possible. I've had it for 3 years, it always goes out in bad weather, and then they take a week to get out and fix it. Well, I decided to try and get AT&T, but after they installed everything, it was decided our area wasn't picking up the signal so it would not work. All the while Time Warner HAD NOT been cancelled yet, they just needed to come plug it back in. The guy came out and argued with us for an hour that we needed to move all our living room furniture (2 girls that can't move furniture) and we told him he just needed the plug behind the TV, no one had touched the other plug. Low and behold, we were right! He was then trying to tell us we couldn't get a signal, when we'd had it for years. While he was here we called the company to complain and told them to send someone else out who knew what they were doing, they said no. And he kept complaining that whoever wrote up the order didn't put that we needed all this done and he was going to miss his other appointments. We flat out said "Too bad, it's not our fault they told you the wrong thing." So all he had to do was plug in 4 TV's and connect them to our VCR's. He said he wasn't required to do that and didn't know how to put it through the VCR. My mom figured how to do one on her own but couldn't get the others. One of the TV's was all fuzzy and he just shrugged his shoulders and left. For three hours he non stop argued with us over every TV. We called to complain and now someone else will be out tomorrow. We specifically told them he better know how to hook it up right. This will now be the 5th person in 5 days. If I could get anything else I would, I will be leaving them as soon as possible.

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Munrrser
, US
Jun 17, 2010 8:57 am EDT

I have Time Warner Triple Play -- I only have it because I have no choice of any other cable company & can't use sattelite because my apt. doesn't have the correct exposure. This company has been nothing but problems --- I wish they'd do out of business --- Problems daily -- no dial tone on phone, no internet connection, no audio on tv, extreme macropixilation, etc. etc. No, not every problem every day, but enough to take up days & days of my time & enough to drive me nuts daily. AND YESTERDAY THEY TOOK OFF THE SORT BY FAVORITES OPTION ! NOW I HAVE TO SPEND AN HOUR SCROLLING THROUGH A MILLION (EXAGGERATING A BIT) CHANNELS TO SEE WHAT I WANT TO WATCH ! AND THEY CALL THAT AN UPGRADE ! WHAT HAPPENED IS THAT THEY ADDED SO FAIRLY USELESS THINGS & DIDN'T HAVE ENOUGH MEMORY FOR FAVORITES SO THEY TOOK IT AWAY & CALL IT AN UPGRADE --- IS ANYONE COMPLAINING ABOUT THIS -- I HOPE ENOUGH PEOPLE ARE IN AN UPROAR SO THAT THEY'LL TAKE IT BACK. SHAME ON YOU TIME WARNER -- YOU'RE WAY TOO INCOMPETENT TO BE A CABLE CO.

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Roxie and Ken 2011
Bedford, US
Sep 15, 2010 8:13 am EDT
Verified customer This comment was posted by a verified customer. Learn more

We moved from Charter Communications svc area to TWC on 9/1/10. On 8/27/10 I called to set up new svc which is cable / internet. I was told on 9/2/10 a tech would be out to install between 2-5 pm. That day came and around 4:32 I called spent over an hr waiting to talk to someone and find out where the tech was. I was informed that we cxld our appt.. I explain we did no such thing so we got another install appt on 9/4/10 between 8am-11am tech showed up @ around 9 am spent hrs getting the receivers ready and about 2 hrs later comes back in saying the wires are bad and they will need to send out a wire team... Keep in mind this is Labor Day wkend so he said Tuesday someone would call me. I called TWC as soon as he left because I work from home and need svc asap. I waited another 2 hrs for a supervisor who said I am sorry there is nothing we can do.
On Tuesday I called and spoke to another sup. who said on 9/20/10 they will be out to wire! I said its 9/7/10 and 9/20/10 isnt going to work I need internet as I work from home... He said I am sorry there isnt an earlier time I just hung up. I called back on Wed 9/8/10 asked for another sup. and asked if there was anyway they could run a temp line to give me svc until the wiring team can come out bcz I need internet I explained again I work from home... He said we do not do temp lines! I said well you are not a very customer svc orientated company... He said I am sorry you feel like that however we can come out on the 14th between 8am-11am to install and give you service... So far I have spent around 6 hrs on the phone with TWC trying and making sure the 14th we will be taken care of!

9/14/10 rolls around and its 10:45 and no one has called me only the automated caller on 9/13/10 to confirm my appt for today... I spend YET ANOTHER 1 1/2 being told that the problem is worse then they thought and it will be ANOTHER 7-14 business days before they can provide me service! Isaid what was the purpose in having me waste ANOTHER day waiting around and also NO TECH has even came to the apt and went in attic to verify the wires are bad! He said they are there and that they did! I said to hell someone has!

TWC has wasted 14 days of my time and around 10 hrs in phone calls and 8 hrs in appts that no one showed up for. How can a company stay in business if this is how they treat potential clients? WHY cant we as a people choose Charter or TWC because at least Charter gave me a temp line for cable/internet at our other place until they could send a wire team out because they knew I worked from home! I NEVER had to spend hrs on the phone waiting to talk to someone and Charter NEVER EVER stood me up on appt... If there tech was running late I got a personal phone call!

I will be sending this complaint to the BBB and any and all other complaint sites I can! I have lost over $2500 bcz I can not work at my place!

TWC you all should be SHUT DOWN or the clients should be able to choose what cable provider we want! I would choose CHARTER COMMUNICATIONS ANY DAY!

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Yigorre
, US
Apr 01, 2010 7:03 pm EDT

Noticed that my bill was more than usual. Called TWC to ask why. They said I have 2 DVRS. NO! I only have ONE and TWO other cable boxes. I have had their service for about 2yrs now so why all of a sudden. They said they had to have a tech come to house to verify. Tech came and took one look at box and said "it is not a dvr, they don't know what they're talking about". He called in and talked to someone and said the problem has been taken care of. I made sure it was ok in their system so we wouldn't be charged for 2 dvrs again next month. He assured me it was taken care of. I called TWC after that to make sure I was credited and guess what? They said there is no record of his call into the company to take care problem. Now they have to send someone out again! We will look into changing to ATT.

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Ruth Grunberg
Cortland, US
Jul 18, 2011 5:13 pm EDT

Channel 18 has been removed from our BASIC cable lineup due to a dispute with Time Warner cable. This has been going on for about a month. TW refuses to provide any info on what is happening with the problem. There is no substitute programming. Our franchise agreement says that we are supposed to get a credit on our bill when there is a channel disruption. This is not being done. Instead, TW is collecting money that used to go to the missing network. They are now keeping this money. I consider this fraud. Consumers are tired and outraged at being caught in the middle of these constant disputes between arrogant large companies who only want more and more of our money all the time.

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Zebulon
Summerfield, US
Feb 26, 2011 1:35 am EST

My problem with TWC started on Nov 1st 2017 when I moved into my new home. It is 480 Feet off the road and TWC installed 560 of cable, even after telling me that 400 feet of cable was hard to get a signal through. I went by what they had done after all they are suppose to be the professionals. I made multiple calls to TWC after moving in because my signal was bad and they would just say they were working in the area or they would refresh my boxes, which seemed to help for periods of time. But I live alone and rarely used more than one service at a time, So I really never noticed a problem just glitches and things when the phone would ring or if i was uploading an upgrade for a game or something the phone would cut off every few min even down to every few seconds. In June of 2017 just 6 1/2 months of living here I was Hit from behind in my truck while i was working by someone on their cell phone. I sustained many injuries and the worst one was to my head. I could no longer watch a regular TV any more because for some reason i could see the frame works flashing down and it would make me pass out. I was in 3 times a day therepy and having head injections through my forehead and temples and soft spot and such it hurt so bad, When i would get home all i wanted to do was cry and sit in the dark. My TV of course was an old one so I did not watch TV/Internet again until May 2017. That was when for a present i was given a 46" LCD TV I was so happy That I could finally catch up on my shows lol. I even went and got the HD box and everything, soon as its all installed and ready to go "BOOM" half picture, words blurring together I have plenty of Videos, Audios and such that they wont even look at. So i started calling them to get it fixed and also my Pricelock guarantee that they would not honor even though I had fullfilled my part of the contract and they are the ones who mailed it to me, It took them 2 weeks and still could not figure out how to bill me even though im standing there with a paper in my hand, that they should be able to print off since they sent it to me. I had to finally step up and say hey since you cant figure it out "Managers" just throw me on the 33, 33, 33 deal on the TV right now and they did in just less that 30 min probably (WoW). They started to work on my house and found that i was receiving a -17 signal coming into my house. Now for anyone out there i really dont want to pay 166 bucks a month for a -17 signal when im suppose to have super turbo boost... The wire running to my house was no bigger than a pencil and the "New Ones (x)6" were all bigger than 2 or 3 fingers put together... Thats when they started cutting the lines of the 2 house's in front of me. So they would come out to fix their lines and cut mine then fix mine and cut theirs again this happened 6 times over 6 months right at christmas too. I have lost over 2017 dollars on my pay check due to having to be off days for them to be here and the 5 hours they were here the day after Thanksgiving on a sunday when i wanted to be a church. And especially the days where they dont show up and when you call in they want you to take another day off work... How am I to pay the bill if I cannot work because TWC is at my house all the time it just doesnt make any sense. They dug 3 times before they ever sent out a locator and when one finally showed up they painted their marks on top of the snow... One question kept popping up from them and it was "How can we make you happy and fix this" I could not believe what I was hearing, how can they not know how to fix the problem they created. Honor your contract you sent to me that was underlined "you don't have to do a thing" and yes they used slang I could not believe it. In a business like theirs they should be a little more cafeful wording with their contracts. And second give me the correct equipment and such to run the service that I am paying for is that to much to ask? BUT! all i have gotten is the run around, threatend, hung up on, and called names, and a few other things. They did not know I had video everytime they were working at my house, even when they were inside my house the cameras were rolling ^^. (2nd) One of the people from TWC that is handling the BBB complaint hung up on me tonight (I have it all recorded), this is after a call from the same department the day before on a wrong number. They have been given the number 40 times or more to call instead of the one they did and I have personally witnessed them put the number in as the prime number to call and they still dont so that is total harassment, but i still talked with them and they said they would not honor the terms I was asked to give them from the BBB so I am going to rebut their claims. They say they did not cut or disrupt my neighbors lines and such which were also credited on their bills and the horrible landscaping now will prove other wise lol. They say there was nothing wrong with my service even when one of the Managers was here and saw the TV box rebooting every 8 minutes, but on their report they have they stated they remove my radio shack wires i had put in... This is after they had been here numerous times and had installed the wires themselves. I had the bag and receipt from the HD box i had received from them and the wires laid out on my couch and everything ready for the tech to fix my problem and the tech came with out any of the equipment that was listed on the wrok order. The resposnse from the tech while i was on the phone with TWC customer service he would not call and they would not call the tech was "Where am I gonna get new boxes on sunday"... In the middle of a conversation with the tech about my service the tech's personal phone rang and the tech answered it while i was in mid sentenceand walked out of the house for 22 min 12 sec then the tech brought up a beat up HD cable box (all the tech had in the van) and hooked it up to my TV in the bedroom where I dont even watch TV, this is the same tech that registered my -17 signal and had the new wire scheduled to be installed. I was told tonight by the person from TWC handling the BBB complaint that I was a complaining customer they were just giving me new stuff to make me happy and there was nothing wrong with my service -- My service was finally almost fully restored on this last sunday 2-20-11. I have been credited from the top people in TWC over this area and if that doesnt say something i dont know what does around 500 dollars so far but i have not had regular service for 6 months so why was i receiving past due bills even though i had completed my renewal contract and they were working on my service? I have given you have of the story so far I have videos, audios and recording from them and they are still denying it all. Someone dropped the ball and they just kept of kicking it I guess, and now they think they can just sweep me under the rug? Well They have never met the likes of me before, I have my soapbox to stand on and a voice that can be heard. We allow them to be here and we can just as easily as a majority kick em out. After all look how long it tok us to agree on the new FedX Hub ^^. I say treat us like people again and not numbers and maybe we will begin building trust in TWC again. Thank you for reading my post I have plenty more information and will be adding it tomorrow this is enough for tonight they have already taken up 2 years and 6 months of my life I refuse to give them more than this tonight.

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TASHI
Forest Hills, US
Apr 06, 2010 9:17 pm EDT

I received a invitation letter from time warner cable to reconnect to time warner cable bundle service for $75.99 @ month for 1 year with no contract and no installation fee. I switched my service from RCN to Time warner hoping to save some money. After I switched, time warner sent me first month bill of $225: $40 installation fee, $99.95 for bundle service, $25 box and DTV service. $25 phone initial fee or something and tax.

I called customer service and they couldn't honor their letter, saying i have to go to time warner center with the letter, which i did. There i showed the letter and the manager said they don't have such a deal and they have no idea about the deal. But the manager did take my installation fee out.

I am not satisfied at all. I switched over to time warner to save some money, but they tricked me by sending this letter of lies.

PS: I still have the letter with me.

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Luciano553
, US
Feb 28, 2010 8:13 am EST

We have had one episode after another with this company and I just want to cancel service so that I do not have to make weekly calls to this rediculous company!

It started 9 months ago and has not stopped! We moved and it took 5 attempts before anyone showed to install our new service, come to find out they had been sending the reps to a address we had 5 years ago! We have had constant freezing making it impossible to watch anything. After speaking to a rep in Costa Rica with very poor english who advised there was nothing they could do for us I'm just wanting out! I had a UFC party planned for tonight but must cancel because guess what? My 6th cable box in 6 months is no longer working, just continuously re booting! They cannot get a rep here until sometime tomorrow! I'm done!The only compensation that has been offered was a $5.00 credit...Are you Kidding Me? I have had to increase my monthly minutes on my cell phone because I talk to TW soooo much. Time Warner Cable Is Horrible and the so called customer service is non existent!

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K. Ditty
Sidney, US
Sep 21, 2010 5:40 pm EDT

I have been a customer of TWC for many years, always paying on time while often putting up with less than stellar service. I get all channel offerings and road runner at a cost of $150/mo. TWC advertises on line that the same offering can be had for $70 so I stopped by their office to sign up for it, but guess what...not available to good solid existing customers only new accounts. Imagine that! So I requested account termination so I could get this great deal but the rep said they would not offer me this deal under those circumstances. So I requested an alteration of the present account to get rid of everything above ch 99 and you quessed it the price for this would be as much or MORE than the present service. Has this world gone completely gaga with greed?

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Aviv
New York, US
May 20, 2009 6:37 pm EDT

I had to change bank accounts, and there was a lag time before I informed Time Warner Cable of my new account (for the purpose of paying my bill). In the meantime, Time Warner tried to withdraw money from my old account 3 times, and each time charged my account $15 fee, because it failed to withdraw money.

It would have been more reasonable, had Time Warner placed a call to me to tell me about the problem, or canceled my service. Instead, Time Warner generated $45 in fees on my account. I called and asked that the fees be canceled, and was told that Time Warner cannot cancel the fees without a letter from my bank saying it's the bank's fault.

A lag time in informing Time Warner of a change in bank accounts is probably not unusual, and probably happens to a certain small percentage of Time Warner customers (perhaps 1%-2%) each year. Because Time Warner has tens of thousands of customers, generating fees from this small segment of their customer is probably very profitable.

I think Time Warner's actions are wrong, and not consistent with their commitment to customer service. Again, it would have been more reasonable had Time Warner invested in a system that calls customers from whom they had problem collecting their monthly subscription. I want Time Warner to apologize for charging my account $15 in fees three times in a short period of time, and credit my account.

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michael carter
Inglewood, US
Jul 14, 2009 9:14 pm EDT

AFTER HAVING CSPAN, CSPAN 2 AND CSPAN 3 FOR MANY YEARS, TIME WARNER KIDNAPPED CSPAN 2 &3 AND ARE HOLDING THEM FOR RANSOM. TWC CANCELLED THE TWO STATIONS BUT DID NOT REDUCE MY MONTHLY CHARGES. I WAS TOLD THAT IF I WANTED THE TWO STATIONS THEY WOULD GIVE THEM BACK TO ME FOR A TOTAL OF $5.00 PER MONTH. HOW CAN THEY TAKE SOMETHING WITHOUT REDUCING CHARGES AND SELL THEM BACK TO YOU AS INDIVIDUAL STATIONS OR ADD THEM INTO A HIGHER PRICED PACKAGE. THESE GUYS ARE EXTORTIONIST. OVER THIS SITUATION I WILL TAKE MY "BUNDLED SERVICES" (CABLE, INTERNET AND LAND LINE) ELSEWHERE.

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jsliva
, US
Jul 13, 2011 3:03 pm EDT

I have time warner road runner internet service and over the course of the last 10 months I have had 4 techs out to fix the problem. What is the problem you ask? Well I get intermittent internet service. My modem shuts down and then takes appox 10 to 15 minutes to come back on. The last 2 techs I've had out both have told me that it's not a modem problem it's a problem with the Mass Pro Taps at the street that were left over from Adelphia and Comcast cable. They are going bad and cause the problem yet since there is no other cable company to compete in my area the powers that be have decided to look the other way and just hope you deal with it. According to techs the corporate big wigs don't want to spend the money to fix the issue. I don't know about others in the area who are having this problem but this is no way to run a business. I understand that the issue arises from when the weather changes with the seasons and now that it is again my internet is encountering the same signal loss and reboots yet again. Elyria, Ohio

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nikki12
Queens Village, US
Jul 05, 2012 9:11 pm EDT

The volume and power on my remote was not working so I called Time warner cable customer service for assistance and to my misfortune I was connected to an individual named "Kimathie". From the very beginning he was unprofessional, he asked for my acct. info and would cut me off mid sentence before I could finish answering his question. Then he began to give me instructions that I was supposed to follow if only he was not speaking @100MPM, it was incredible he ran thought the instructions so fast that I had to stop him and ask him to slow down please, he just went silent when I asked "are you there" he said "well yes I am but you asked me to slow down so I did." I realized then that this was going nowhere and I should've hung up then. The remote was not responding so he told me he would reboot the box just hold on and tell him when the time comes back on the box. In the mean time I can hear him in the background saying to someone that a customer called him earlier and asked him a question (I didn't hear what the question was) he said "and I was like really *** really are you really that *** oh my God". I immediately felt *** because I realized he was looking at me in that same light. I am an educated woman with a masters degree in nursing working in an ER saving lives everyday and here is this person making me feel as though I am bothering him. Towards the end of this arduous phone call when all his attempts failed he ended by saying "well I don't know what else to tell you cause I can't help you." The entire call this person had a condescending pissed off tone . When I asked him his name and didn't understand what he said he responded, "no, no, no my name Kim-ma-tie you know like a woman's name. My remote still does not work, as soon as FIOS come to my neighbourhood I want TWC out of my house!

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carmelitac
, US
Dec 24, 2008 3:35 pm EST

On November 28 net spend process a payment for my NY account made in Inglewood/Hawthorne California. This transaction is in the amount of $201.35, upon clearing on November 30th, the charge was taken from my account using a netspend vendor. However, the payment was never posted to my new York city account. Since then I have been trying to decipher what procedures are in place to locate this payment and reapplied to the correct city and location.

Please I am beat, please email me with this information as my account activity from the November is overdue! Please have someone call me regarding this account.

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Margaret Richardson
,
Aug 21, 2008 7:11 am EDT

My husband and I just moved to a new apartment. We scheduled a service call for the internet/cable/digital phone service to be transfered to the new apartment. After we moved in, my husband connected the cables and all the services were working including our phone number. We called TimeWarner to confirm if we still needed the scheduled service call to hook up our connections since everything was working. The customer service rep said that since it was working, we could cancell the appointment for the next day. Today they cut off our service, no phone, no internet or cable! The next available appointment is in 6 days! That is completly ridiculous. How can they justify telling us we don't need the service call and then cut off our service! Now we have to wait six days for our service to be turned back on. Obviously since it was working, they can turn it back on anytime that they want and not to have someone come to the apartment to actually turn it back on. I hate Time Warner Cable! We're now thinking of switching to Verizon. We can probably get them to schedule an appointment before TimeWarner will.

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Carl P0pp Sr.
Dayton, US
Jun 17, 2010 3:25 am EDT

First Time warner said we had a previous bill of $145.00. We paid the bill.

45 days later, we were charged a $25.00 additonal collection fee, never mentioned. After we disputed the charge, it was credited 50 days later.

Then we hear a humming sound in our tv. TMC came out, and tech said that we needed to buy a new tv. the tech even knew the name, and location to but the new tv. When we invistigated later, and had another tech come out, we found that the cable wires were not in the right ports, and no new tv was needed.

Then every couple weeks we get no picture. We have to call TWC. They say" Sorry about your problem, I am here to help" and reset the box.

Then there are these little things:

We pay to watch paid info shows
We pay to watch commercials every 10 minutes during shows.
We pay to watch images pop-up on the screen during shows, that advertise other shows. and these images take up 40% of the screen.
We pay to have our cable box reset
We pay to have have the techs fix boxes, controls, and frequency issues.

So I have had enough of being a company player.

COME OUT AND PICK UP THIS BOX AND CONTROLLER!

I am so glad I didnt get the bundled deal for phone and internet. Can you imagine TWC calling every 10 minutes to advertise a "good deal" to phone customers. Can you imagine a pop-up image on the computer screen, telling you not to read Complaintsboard.com. You bet TWC would.

My advice. Pop in a DVD, watch it, and take the money you save, and pay for a therapist to deal with how the local utility companies are screwing you other finances.

Sincerely,

A TWC abuse survivor.

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Mladydavis
, US
Jan 20, 2012 10:21 pm EST

Will never deal with Time Warner Cable again! Was told it would be 79.99 for Basic cable and Turbo high speed Internet when i moved to NC from Indiana to new apartment, then bill stated 114 dollars! Some idiot misquoted the price, so after spending 2 hours and 8 different people on the phone, I canceled services! In this economy, who the hell wants to be jacked around? Screw their services!

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Cyndi gee
Troy, US
Jun 25, 2009 10:09 am EDT

For the last 4 weeks I have had numerous problems with my cable & internet service. I have made numerous calls to TWC customer service with little results. the problem is fixed for maybe a day or 2 then it happens again. I lose channels, lose internet service & was told that the tap on the pole connected to my house is bad however we have yet to see anyone check the tap or fix it. I am no longer a satisfied customer of TW. it is unreasonable to have to pay for a service I do not get. . If this problem does not get fixed within a day or 2, I will no longer be a customer of TW. Cyndi Gee troy Ohio 45373

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DEE JAY 94
Troy, US
Dec 16, 2008 1:52 pm EST

December 16, 2017
I have been trying to pay my cable bill via the 1501 Channel, for the last 4 days, despite
numerous attempts, no dice. Up until this month I have had no problem paying in this
manner . I do not wish to revert to paypal or some such agency to do so. So if you would rather
wait for your payment which as you will note, upon a review of my account has not varied
more than 2 days after due date.

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John
Charlotte, US
Apr 01, 2009 2:05 pm EDT

I would like to consider myself a good Christian man however I have to admit that I have despised TWC for many years now. There is probably not a single person working at or for TWC who really truly cares about customer satisfaction or even offering any value to their customers. When I purchased my home in Dec 2017 I had to have a new cable line put underground so that my digital cable and HS internet would work correctly and they destroyed my back yard several times over the course of several weeks trying to get it right. I had fluorescent orange lines spray painted on my grass and yard for months it seems. After they finally got the signal strength to the house corrected the cable TV worked 'OK' but my HS internet still did not work so they had to send out a contractor to install a new line to my upstairs office where my modem was. When the contractor arrived I told him the line needed to be replaced and I showed him the cable outlet on the wall which ran to the modem. I left him to work on things for a while and when I checked back with him a few minutes later I found that he had drilled a 1/2" hole through the interior and exterior wall which was in the middle of the wall you first saw walking into the room and in the middle of the exterior face of the house. He had started to run a new black cable through the hold when I found out what the drilling noise was and yelled at him for not asking before putting a huge hole in my house. I asked him why he did not simply fix the existing cable outlet and he said it would be too hard to run the new wire through the wall. When I showed him that there was a crawlspace which allowed easy access to the cable line in back of the wall outlet and which he could use to easily run the line very close to the wall above the junction box on the outside of the house he just stood there with a puzzled look. I told him my house is light gray and I could not believe he was planning to run a solid black cable line from the middle of my exterior wall (visible from the road by the way) across to the corner and down the corner to the ground. It would have looked absolutely horrible. He said he would not have looked that bad and I was ready to slap him at this point. I have to admit at this point I think my anger got the best of me and I called him an idiot. I told him to gather all his tools together and get out of my house now. He said he could come back to fix the hole and I told him I did not want him in my house ever again. I did have him silicone the hole from the outside to keep the rain from damaging my house but I demanded that TWC send a different person which a brain to fix the inside damage. As you can imagine I prompted canceled all my services with them and have not paid them a dime ever since. If I need a reminder of why I will never do business with TWC again I need only look at the hole in the middle of my exterior wall and remember when... there are also countless times I have had to deal with incompetent ###s at TWC's customer service departments but I will spare you the details as I'm sure most of you have had the pleasure of experiencing them for yourself. I guess one could argue that TWC is helping our society by offering employment to people with an IQ only slightly higher than the range for mental ###ation; then again they probably could flip burgers at McDonalds and cause less stress for the rest of us.