Spectrum.com

I have been a customer of time warner for several years I recently moved my service to a new location and canceled my phone svc and elected to just have internet.They have screwed my billing up .They have lied about what they were going to charge me they cant seem to send me a correct bill (sometimes I dont get a bill) of course they shut my service off and charged me an 8.99 junk fee They did apologize for the quote"misinformation" that I received but they still cant get my bill right The most recent "customer no svc clown" actually hung up on me I advise anyone dealing with this company to skip the lying losers and write a letter to the president of the company., better yet just fire them and shop around for something better .Speak with your billfold!

I have contacted Time Warner on several different occasions over the past several years, requesting that they remove my name from their mailing list as I do not wish their service. I have a satalite dish in which I am extremely happy. I will in no way ever go back to T/W as I have double the programming and lower cost from even their basic tier on my Dish. They just will not remove my name. I continue to receive mail 3 & 4 time a week from them. All I want is to remove my name from their mailing list and they won't do it. Why should I have to pay to recycle all of their junk mail that is totally unwanted. It is to the point that I feel that I am being harassed to get their service and receive their mail. I just want it stopped.

Charter Communications has reached a new low (hard to believe but true!) We made a payment of 164.12 for our business one week ago, and today they sent one of the contract (yes, CONTRACT) henchmen out to cut off our service.
I got a call from one of my staff members who informed me "Charter is here to cut off our service for non-payment". "I paid them $164.12 last week! Let me speak to him." I get a gruff, unfriendly guy on the phone who informs me if I don't
pay him, he will disconnect our service. I told him I paid last week, and asked if he had access to my account records. He didn't. I asked if he was a Charter employee. He wasn't. I told him I was going to call Charter. He said "If you call Charter,
I ain't gettin' paid, I might as well disconnect your service and get paid." "I'm 20 miles away and it's raining heavily, how am I supposed to pay you?". "I'll leave and do to other calls, then come back at 11AM to get the payment, and if you ain't
here, it's goin' off".

I called Charter and learned that there was a small balance left from the previous payment (I was unaware of this as a Charter employee told me I owed $164.12) and if I paid it, they would call off Bubba. I said that he would be angry because
if I paid Charter directly he wouldn't be compensated and that while the Charter call center was far away in Kentucky, the henchman was in my town and I wasn't about to deal with some grumpy guy who was mad because he wouldn't be paid
for showing up at my place. As promised, Bubba showed up at 11AM and I paid him. It was humiliating and frustrating. We did the exchange in the parking lot and if felt like a drug deal. Did I mention he tried to get me to pay a month in advance?
I told him I wasn't interested in paying in advance, that I was a customer in excess of a decade and we certainly have other choices with respect to service providers and that I intended to look into those options. He then attempted to lecture
me about what would happen if I didn't pay the next amount; yes, I stood in the rain as a figure bearing no resemblance to anyone in my life's experience spoke to me as if I was a juvenile delinquent.

Charter administration: Are you aware you have henchmen out telling customers not to call you because they won't collect their fee? This has been the worst experience I have had with the utils (including unpleasant experiences with the cell
companies, et al). If you have a choice, look away from Charter!

I phoned Time Warner Cable to set up new TV and internet service last week. After selecting a package that worked for me, it came time to set up the installation date. The customer service rep then advised me that I would not be able to get service at my address because the tenant who lived at my address/apartment number...5 years ago...had an outstanding bill. They refer to this as the "roommate policy". I've never met this person, and have no connection to them aside from the fact that I live at the same address that he did.

There's more.

By this point, I'm getting frustrated, but there's no point in taking my frustration out on the representative. Surely something can be worked out. No reason I should be penalized for someone else's bill from years ago, right? I ask to speak to a supervisor, and I'm transferred. At this point I get a supervisor on the line, she takes all of my info again and I calmly explain the situation. She seems sympathetic to my problem and goes ahead and places the order with an installation date of the following Thursday (yesterday, as I write this). I pay the first month's bill with my credit card on the phone (~$100). I take off of work early so I can be there when the installer comes between 4-6pm. Around 6:30, no signs of an installer, so I call Time Warner to see if there's a problem. At this point, I'm advised that my installation has been cancelled by the 'auditing department' because of the red flag on my address. I'm also told that the "supervisor" that I spoke with on the first call was in fact, NOT a supervisor and should not have taken my order. It was really nice of them to not call me and advise that the order had been cancelled...and I didn't take 2 hours off of work to be there for an installer who was never going to arrive. I'm told that the only way I can get service is if I pay the outstanding bill on my address, from someone who I have never even met, to the tune of $460.

The sad part? I'm going to end up paying it. I have no choice. They're the only provider in my area, and I need the internet for school/work. This roommate policy is ridiculous, especially the fact that it can't be waived. I'm not trying to scam them, and there's no reason that I should be held accountable for someone else's actions from years ago. This really is unbelievable.

Had been a TW customer for 4 years and wanted to get my bill down from an outrageous $160 for internet and basic tv with DVR. Called and rep said if I changed to the triple play i'd get the bill down to $89.99 and my DVR service would become free as part of the package. Sounded good, signed up, had it all installed. Next bill came and the package was suddenly $99.99 with DVR charged extra [$12.99] and a pro rated portion with previous package overapping, total bill $193. Called to question and it was explained to me that due to being an existing customer, the rep had actually put me on the next best deal because the $89.99 triple play option was only for new customers and I had to pay out the remaining days on the old plan [4 days of previous package somehow came to almost $100?]. Unbelievable. I asked for a supervisor, was then shuffled between various different depts. I complained as calmly as possible to one rep who told me that they would put us on the $89.99 after all, of course we got disconnected. Called back and the next rep said that wasn't possible and the previous rep was obviously incorrect. So again, I asked for a supervisor. On hold for 20 mins. Rep comes back and says they'd call me back due to high call volumes. A day passed, no call from supervisor. In the meantime I got fed up with the lies, run around and generally deceptive nature of the entire issue. Cancelled everything but internet and physically dropped the cable box and telephone modem back to the office today. Feel like a new person. I can't wait for the final bill to come with some unexplainable pro rated charge plus whatever else they can come up with to charge me for. Avoid TW at all costs, they are deceptive at best and stupid at worst.

Time Warner is a big company that has monopolized Cable TV and phone services
in North East Ohio. They dictate the rates of the market And raise them when
ever they want at alarming rates. I don't know why this company isn't regulated
for their unfair business practices. Their customer service is rude and
inconsiderate to their customers, they don't care how they talk to you because
you don't have any other choice to take it because there is very limited choices
in our area.
Just one of the problems I have with Time Warner is the automatic renewal I
signed up for two-year contract and after those two years I called to see what
my options were. Time Warner stated, I had no options because my contract was
automatically renewal-ed in October of 2011. I stated, I was not aware of the
automatic renewal. Time Warner stated, it came with the package that you opted
for and sent notice through a third party company in October advised that I did
not received a notice or email or did I remember being advised at time I
purchased their package. The funny thing is My rates seemed to go up when ever
they wanted to raise them. Customer service stated if I want to change anything
on my contract or discontinue my contract I would have to pay a early
termination fee. This really pissed me off!
how can Time Warner automatically renewal my contract without my my written or
verbal consent? Time Warner said said that's the way it is and I will have no
recourse. I'm still looking into it and I haven't given up fighting for the
principal of Time Warner's good faith practices.

on january 5th 2012, at about 9:15 pm, Time Warner Cable aired a commercial for a local strip club on espn2. this is beyond unacceptable. now it's not even safe for our young people to watch college sports in the evening. porn commercials should be on porn channels only!

I have had nothing but problems with the way my dvr is working in my living room. It is NOT just this dvr because they have been switched out multiple times. This is what I have been expieriencing with my cable service. At first there was a lot of lagging and then switching from upper channels to lower ones there was no sound to fix that we had to go back and forth again then the sound would work again. I made a service call and they would come and say my signal is okay and then swap out my dvr box, And of course everytime my box was swapped out I would lose all my recordings. Charter at NO EXAGGERATION you have swapped out my dvr box ATLEAST a half dozen times OR MORE in this year alone! Remind you my lagging has been going on constantly i would say for a year and half to two years. Sometimes it was spotty and at other times it was bad to the point you could NOT watch the tv. At those times is when i would calll in for a service call. Charter the past five (5) months has been horrible service and i have had atleast 15 plus tech calls to come out say in the two years sience the problem there had to be atleast 50 or more calls for help! However the past 5 months the lagging has been awefully bad, And my dvr would NOT record shows and come up with errors. Please note that my box was only 50% to 70% space used. Now after the techs say it is the box they swap out the dvr box again! Now my current situations are lagging as always, It freezes up during a program and it sad that i know i have to unplug and reboot the box (without calling GET CHARTER). This is so sad i know what i have to do without having to call tech support. Now my biggest problem is the bouncimg on ALL channels and recordings. When this problem first started a tech came and ran a new wire from the box outside to my current locaton and added new splitters too. It worked for a bit then within a couple weeks it started again to the point you could not watch tv we would have to put a dvd in and watch a movie. Then they sent out another tech and his name was Bill. At the time he did not like the signal that I saw on channel 2199 and then ran a wire from the pole to the box outside. He said there was a little water in line but there was a BAD SIGNAL COMING TO THE POLL. Then explained to me there is a problem along the wires outside could be a street up at a amp that pushes signals along or a wire was damaged, But definetly that is what was causing my problems. He explained to me the bouncing effect was due that the signals are sent in packets and i was having a delay at my box causing the bouncing. This tech I would say is the best tech i have had come out here and did his job to the best of his ability! He then gave me a paper saying that a advanced line tech would have to come out and no one would have to be home. Well when i called and said i was still having the problem they told me the line tech allready checked it out and I would need another appt and be home. Then one tech changed me from a hdmi connection to the other way to wire HD. It looked okay but a week later here came the problems again! Now i have a line tech supervisors number to call and did so but im still having problems and his name was angel. So my problem have been going on for months never mind that YEARS!

Would you please look over my account and see all the problems i have been having with the cable service. Please lookup the tech Bill that came out here. He actually did his job and figured out the problem and explained it to me. Really there are 2 things i would like charter to do. The first is figure out what the problem is with my signal amd fix it once and for all! so i am not on my knee's resetting my box and missing out 10 minutes on a show i was watching. The second thing i would appreciate is a REAL CREDIT for the MONTH'S/YEARS of this situation. As i stated i did call on REAL BAD occasions on others i fixed it or just learned to live with it. These credits for $30 here or $20 there or yet the slap in the face one $5 one time. Just look at my account talk to Bill and the other tech's they will verify the problem and give me a credit that i do deserve!

I wanted to update my credit card information with Time Warner Cable since the credit card information on file had expired. I called customer service and was told to sign up with Pay Express which I did. However I couldnt access my account fully because I did not have a customer code. I went on the online chat and was told to call [protected]. I did as I was told and no one answered my call. I called a number of times before logging on to chat again and was told the same information. I was told I had to just be patient and keep calling. I kept calling and no one would pick up on the other line. Finally I called up customer service again and fibally found a representative who was very helpful. He conneceted me to the department and I was able to connect with the digital services support department and I was able to get a customer code.
However this whole ordeal took me 1.5 hours which is just completely outrageous by any standards. I felt as if no one was respectful of my time. I am seriously considering disconnecting my service and switching to another provider who has more respect for customers and their time.

Better training should be provided to analysts and customer service representatives so that customers dont have to keep calling again and agin to resolve just a simple issue. It would also help if you could give some sort of discount to comensate for the aggravation that you have caused me.

On 11/28 I post dated a check for $127.86 for 12/4 with a rep. over the phone. TW tired to deposit it on 11/29 and then again on 12/2 resulting in $-85 in my account.On 12/2 TW even charged me a $30 returned check fee.
On 12/9 TW tried yet again to deposit the check TWICE resulting in two $30 returned check fees plus my banks $27.20 each time equaling $-115!
My bank account was at $147 so the check should have cleared. Talking with my bank, they said TW is trying to take the $30 returned check fees out FIRST before the actual check.
I have talked to 16 people from TW over the phone, repeating this saga each time. Each tells me there system says no returned check fee was taken from my bank account yet my statement shows otherwise. One person even told my the $127.86 showed it was paid on 12/5.
The bank says they can not authorize payment unless someone tries to put it through, so someone from TW is trying to. My statement actually says TW on it.
I was told I would get a call back 2 different times and have yet to receive a call.
I was told to take my bank statement to the local TW office. I did so on Tues.12/13 and have not heard anything from them as of today. Went to get my money out of my bank account today to pay bills and I was told TW took ANOTHER $127.86 out of my account AGAIN today.
I took that statement over to TW office and waited for a half an hour before the rep told me I need a new copy because the original couldnt be read thru fax at the finance office. I explained, you just took ALL my money I dont have yet another $2 that the bank charges for another bank statement.
I need this rectified IMMEDIATELY. I have over due bills due and have not being able to pay due to all these returned check fees and insufficient fund fees.

I WANT THE RETURNED CHECK FEES AND THE BANKS INSUFFICIENT FUNDS FEES RETURNED TO ME=$225 ASAP!

Time Warner Cable's PayExpress is not working properly. When one attempts to logon to pay their bill online, a screen pops up stating that the customer must upgrade their browser. In my case I am using the latest IE Browser available, and I have two other browsers, Opera, and Mozilla which are also the latest versions. I am unable to go past this screen. I called Time Warner Cable to pay my bill via phone and informed them about this problem. The representative claimed they had received many complaints to this regard. This was December 14th. Today is December 17th. They have fixed the problem.

We recently got our usually bill (which has gone up yearly even though promised a fixed rate) and it had jumped again due to now being out of our promotion. The young guy stated that he couldn't help me find a better rate than the one we were going to be billed for now, so I asked him about the Business Bundle since I am a nurse and work out of my home. I was switched to a slick salesman that happened to make a mistatke and took away our home phone number and gave us a new one! When the nice installer told me that all I had to do was call in and they would take care of that right away, I didn't anticipate what a nightmare this was going to be. The new system was installed four days ago and I have so far talked with 2-3 people in the Business section of Charter every day to see why we don't have our phone number back yet. Meanwhile, I am getting messages from my medical clients, etc. and cannot access them...not to mention that my 93 year Mother cannot reach me nor any medical person should anything happen to her! To top it off, I was told by the slick salesman Sam, that he would waive the $99 installation fee and we should not to have to pay the increased extra on our residential bill from last month. Well, just got our new bill and it is the same residential bill as last months - way the wrong total due! I can hardly wait to get the business bill now! Just talked to the tech department in Business 30 minutes ago - this guy promised me that whoever makes the change-over of phone numbers would give me a call right away...and of course there have been no calls. I am furious with Charter's service - once they get your money, they could really care less about what kind of service they provide.

We are a small business that relies entirely on electronic communication to conduct business. We changed from ATT to Charter about 6 months ago in order to improve our Internet speeds. From the very first day we have regretted the decision. Charter has delivered terrible service to us. They were not on time installing our service. They never got it working properly, and for the last two months we have been suffering through periodic outages of both out telephone and Internet.

Yesterday it got so bad we called for service. They said that someone could come "tomorrow". When the end of the day approached, we called again, only to be disconnected 5 times after going through their gauntlet of customer dissatisfaction call processing. When we finally got through, they said that the tech would be out before 5pm.

The tech showed up and said "There is nothing I can do. The problem is with the node. It has been escalated to Corporate, but there has been no activity to fix it." This is the same refrain we hear every time we have a problem. It is nobody's responsibility to fix.

We pay them $300 a month for terrible service. As a residential customer you get better service than a business. They are driving us out of business and do not seem to care at all.

We have no choice but to go back to ATT. Not happy. Charter is terrible. Stay away. Stay very far away.

Time Warner Cable applies an early termination fee even after you have completed your contract with them. They automatically renew your contract without your knowledge or your signature on file. Also, their fees increase substantially every year. I had completed my 2 yr contract with Time Warner in October 2011. 2 weeks later I received a bill for $189, only $62 was my outstanding balance for services rendered. The additional $127 was early termination fee of $120 plus taxes & late fee. I contacted Time Warner explaining to them that my contract had been up & that I never renewed or signed up for a new contract. They explained that I should have received a letter in November 2011 that said a contract would automatically be renewed if you do not call and cancel. I never received such a letter! Therefore, I am responsible for this extra $127 balance. This seems like fraud to me! I had been a long time customer of Time Warner, but their fees have become unaffordable, and since then have found someone more affordable (AT&T U-verse) and will never go back to Time Warner! Very disappointed with Time Warner and their refusal to help resolve this issue!

After my bill getting more and more expensive and no service for 3 days, I switched to Fios in August. Then Time Warner tried to give me cheaper deals after the switch. I refused and they stated they will send me my $50 balance refund. First they said it will be wired to my account because that's how I used to pay my bill. Month after month they have switched from saying I will receive it in the mail to wired into my account. 16 weeks later they still can't get a simple refund check out properly.

I've been a Charter "bundle" customer for almost three years and enrolled in the current 2-year "price guarantee" agreement in 3/2010. I've been paying $145/mo. for phone, internet and cable TV. When I signed up in 3/10, the phone agent informed me that cancellation of services prior to 3/12 would result in a "termination fee" that would be prorated down for every month service was maintained.

I decided last month to switch to the AT&T service package due to their $89/mo first year pricing, a decrease in TV and movie programming availability with Charter and numerous internet connection problems. I signed up with AT&T but did not schedule installation until 12/07. I called Charter to inquire about the "termination fee" and was told that it would be $25. I did not tell Charter that I'd decided to switch but only that I was considering doing so.

I received my Charter bill yesterday and was unpleasantly surprised to see that it was $250, not $145 for the month. I called Charter customer service and was informed by Koy, agent D5T, that I was being charged "full regular price" for my services because I had been "kicked out" of the bundle program. She said that AT&T had contacted Charter to let them know that they would be "taking over" my phone number. I asked Koy why, at no point, was an additional monetary penalty for terminating Charter service ever mentioned and she had no answer.

I asked to speak to Koy's supervisor and proceeded to wait on hold for over twenty minutes. (Koy did check back several times to tell me that she was waiting for a supervisor to become available.) When Koy finally came back on the line, she stated, "I am now going to connect you to Mr. (inaudible)", at which time I was promptly disconnected.

I called Charter back and spoke with an agent named Luke. He explained that I had been "kicked out" of the bundle pricing package when AT&T "opened the work order" and suggested that the only way to have the bill reduced from $250 to $145 would be to "have AT&T cancel the order." Luke also informed me that I would additionally be billed for the $25 "termination fee."

The specific wording of Charter's termination of services policy is available on their website under "Terms of Agreement." I find it reprehensible that they are attempting to gouge me and are, in effect, charging me for not having all three (bundled) services during a month that I do, in fact, have all three services. This is disingenuous and dishonest.

Prior to this disgusting lack of business integrity, I would certainly have considered going back to Charter if my AT&T service proves less than satisfactory. I have revised that consideration and would not do business with this company in the future.

I am sending this complaint to the BBB and the Attorney General of the State of Wisconsin, as well as posting on as many online forums as possible. Buyers beware of Charter Communications!

I have no internet connection and extremely poor TV reception- for over a week now on and off for a couple of minutes a day and today no internet at all (I didn't bundle so thank goodness I still have the phone). I called on Dec. 27th and customer rep Elizabeth at Charter told me they would send someone out right away (no one came that day or the next day and I waited all day at home). Then I called only to find that elizabeth had scheduled me for an appointment 4 days later (on Dec. 31st) despite telling me that someone was coming right out. I called and complained and someone came out that night (the 30th) but the internet and the TV were working fine so he couldn't figure out what was wrong. Of course, 1/2 hour after he left the connections were down again. I called again and customer service Rep Robert told me that someone would come yesterday between 8 and 11. At 11 when no one had come, I called again. It turns out that I was lied to for a second time and customer service rep Kathy informed me that an appointment had been scheduled by Robert instead for this coming Tuesday at 4 p.m. (I won't be home then and told the fellow that I would not be available during the week and that he needed to come immediately since I have already been 7 days without service). I asked to speak to a supervisor but they wouldn't put me through and customer service rep Brian claimed that he had to talk to the supervisor for me (35 minutes on the phone yesterday morning). I was told that someone would come in the next 24 hours . I've lost valuable time having to stick around the house waiting for them to come only to find out that they have lied to me! Why can't they be honest and tell you when they are scheduling you so that you know or can at least tell them that during working hours you are not at home? Customer service truly is non-existent and you can't get a simple, honest answer. I can't understand why it takes 4 or 5 days to get a service call and why Charter won't tell you when they are truly scheduling a service call. Instead they present misinformation.

I submitted a timely payment by valid check on my robustly solvent checking account. TWC posted the payment, then reversed payment, with the claim that my bank had refused the check. TWC then assessed a late fee and a returned check fee. My bank VP researched the issue and found no record of the check having been submitted much less refused. The "Consumer Service Supervisor" (in person, face-to-face) said I should check my bank. I had already. Next I was told that maybe TWC had sent it to the wrong bank ("probably a simple keypunch error"). I asked to see the check so we could see it processed by my bank and was told they had shredded it ("company policy"). Is it legitimate to acknowledge receipt, claim that the check was "returned" and then destroy the only evidence pertaining to the claim of an invalid check?

(I could write pages about the hours -- literally -- on the telephone and in their office. Lame, infuriating, insulting to me and my bank. When I demanded to see the "invalid" check is when they cued me in to their practice of destroying the check on which their erroneous claim was based. I understand from a local teller that a dozen such incidents have occurred locally. The company rep seemed puzzled that I took umbrage at the false claim of an invalid check, and that I was flabbergasted that they would destroy the check on which their false claim and ensuing charges were based. Further, they asserted that there is no record, computer or other of what bank to which they had erroneously routed the check. I'm supposed to "trust" them over my very professional banker and "understand" that their destroying (shredding) the valid check on which the claim of an invalid check was based is "normal business policy to 'protect' the customer).